Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a *******, product came opened/******** with. Half the cologne spilled out, damaging the box it came in. I emailed them 3 times no resolution. All i want is a replacement.

  Business Response

  Date: 02/05/2025

  Please accept our apologies for the condition in which your package was received and the delay with our response to customers inquiry. Since the damaged item is unable to be returned, we have issued a refund to the original pay method. We ask that customer replace their order at their earliest convenience.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased an item with a one year warranty; item broke in two pieces after 6 months while curling hair. Was initially told they would do a credit since it was more than 90 days since purchase however after speaking with a manager I was told I would receive a refund. I then received an email confirming I would receive a refund back to my ****** account. After several days of not receiving said refund I reached out and was told it was an email sent in error. To date I have received no refund and no credit.

  Business Response

  Date: 02/03/2025

  Our records show that customer spoke with our Team and was advised to return the damaged item. Upon receipt of the return, the refund will be in the form of a FragranceNet gift certificate, which may be used towards the next purchase. The original order date was May 29, 2024. Due to the age of this purchase, we do not have access to issue the refund to the original pay method. In addition, the information provided by the customer, regarding the refund that was issued, is in reference to an alternate order, number **********
  
  Thank you
  Customer Service

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I was directly told by a supervisor on the phone after the initial response that I would not need to return the item and that she was arranging to have it refunded. It was after then that I received an email confirming that it would be refunded to the original form of payment, this is documented by the email provided dated January 24th.  It was only after waiting a week and not receiving the refund credit when I reached out and the store tried to say that email was sent in error. You can't tell a customer you will issue a refund and they don't need to return the item and then try to go back on your word a week later. I can provide a photo (which I also offered to send before throwing it out) that I took at the beginning of such item but after being told It was to receive a refund and did not need to return it I threw the item out.  The phone conversation may be recorded in which case I would request that be reviewed as evidence of what I was told. 

  ******* ******
  
  
  
  
   
  

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have yet to be contacted by anyone at the merchant in order to begin the refund to my bank account as they confirmed was an option.  No time frame is provided, however it's been 5 business days without any action. Can you please advise on next steps of whom I can contact or when they will be contacting me?
  
  
  
  ******* ******
  
  
  
  
  
   
  

  Business Response

  Date: 02/14/2025

  Our records show that a member from our Team has reached out to customer via email and customer has requested a call back. We will arrange to contact customer directly with efforts of reaching resolution to this issue.

  
  Thank you
  Customer Service

• Initial Complaint

  Date:01/27/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/16 I ordered 2 *** **** colognes for me and my friend. I put next day delivery because I wanted it to arrive fast just in time for my friend's birthday. It is now 1/27 and I still have not received my colognes. The first order they sent was supposed to be sign on delivery but they lied. While I was at work, I got a notification that my package was delivered. After I arrived home, I looked for my package, but it wasn't there. I have been contacting customer service ever since then but they just keep telling me to wait longer and longer constantly just stalling me. I even asked to speak to a manager on the phone and they still gave me some type of excuse. This company is not trustworthy especially with expensive fragrances. Thats $600 down the drain because I wanted to trust a random fragrance site. My order number is: *********

  Business Response

  Date: 01/27/2025

  Our records indicate this order was delivered. The delivery driver left a photo of the successful delivery. 

  Customer Answer

  Date: 01/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   No it was not delivered. You guys were suppose to put sign on delivery like you promised now my package is gone because of your stupid mistakes. I've been waiting to long to receive these colognes.

  ***** ******
  
  
  
  
   
  

  Business Response

  Date: 01/29/2025

  Please allow us to begin with our apologies for the non-received package and for any inconvenience this may have  caused. Our records show that our **************** Team has advised customer with the course of action that needs to be taken with regard to resolving this order issue.  We ask that customer reach out to their financial institution to report these details and our Credit Team will work with customers financial institution.
  
  Thank you
  ****************

• Initial Complaint

  Date:01/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi good morning I would like to return my order If I could be sent a return label that would be great Thank you Order *********

  Business Response

  Date: 01/23/2025

  Please note we have received the customers request and we have created and sent a return merchandise authorization. The prepaid return label has been sent to customers email address on file. A refund will be issued once the returned package is received and processed.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  Hi good morning I made a return Has the returns department received my return When should customer expect refund Thank you Rma ******* Order number *********
  
  
  
  ******* *****
  
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 02/11/2025

  Please note we are unable to verify the location of the returned package with the courier. With efforts of rectifying the issue and providing service to customer, we have issued a refund to the original pay method.

  Thank you

  Customer Service

   

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  
  I would like to report that I was able to get in contact with the company yesterday evening and we came to a satisfactory resolution and I’d like to either amend my complaint to reflect such, or withdraw it, whichever is the better course of action to do.
  
  
  
  Sincere regards,
  
  ******* 
  Sent from my iPhone
  
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:01/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with the company for over $600 and when the item arrived it was damaged, I contacted the company to get a refund since the glass was broken and almost hurt me and they are refusing to send me back my money. I would like a full refund for the order

  Business Response

  Date: 02/05/2025

  Please note our records show that a full refund has been issued to the original pay method used towards this purchase.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:01/13/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased perfume from FragranceNet.com on January 3rd. I received my ****** "payment sent" confirmation but never received my order confirmation from ************. I have sent emails but have not gotten a response. I have a screenshot for proof of payment sent. I would like a refund.

  Business Response

  Date: 01/13/2025

  In response to your inquiry, we sincerely apologize that you did not receive an order confirmation when the order was placed. We also apologize that our responses to your email was delayed, as we have been experiencing higher than normal email and call volume and are working to respond to all inquiries in a timely fashion and mitigate delays as much as possible. We have confirmed that the order was successfully delivered on January 13, 2025. The final delivery was made by **** to the shipping address provided at checkout. Thank you again for bringing the error regarding the order confirmation to our attention. 

  Customer Answer

  Date: 01/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.  Thank you for your help and cooperation with this matter. 
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:01/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Package never arrived promised to res *** or refund I need a full refund to my cc I havent hear from them in days

  Business Response

  Date: 01/09/2025

  Please note our records show that customer has received email correspondence from our **************** Team regarding this non-received delivery. We have issued a full refund to the original pay method for this purchase.
  
  Thank you
  ****************

• Initial Complaint

  Date:01/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello , my order had supposedly arrived today . After looking for it for a few hours I was unable to locate it , I decided to contact fragrancenet over the phone over an hour before they closed , I was left on hold for over 20 minutes and then the call just cut . By the time I called again it said they were closed . Ive been unable to locate my package I asked my neighbors and nothing , Im not sure where it as left or what happened to it . This is very disappointing because I thought I was getting a really nice deal , and after waiting for my order for a long time this was the last thing I was expecting to happen . Its unacceptable that I had to wait long to receive my order and then it just doesnt even get here, I cant even access a proof of delivery for my order with my *** tracking so thats one less help

  Business Response

  Date: 01/07/2025

  Please allow us to offer our apologies for the non-received package and for any inconvenience this may have caused. Since customer has stated that this delivery was non-received, we have issued a full refund for this purchase.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a few items and never received them. Ive been attempting to resolve this issue directly with FragranceNet for a couple weeks now but they refuse to take accountability. They first claimed they were unable to issue a refund or send a replacement due to numerous occurrences of packages not being received, except that make no sense because this is my first ever order with them. Then they claimed that my package was being held at a *** location awaiting pickup. So I contacted the carrier and they told me that it was not being held for pickup, it was already delivered. I reached back out to FragranceNet to let them know and they doubled down saying they could not issue a refund or send a replacement due to multiple claims of packages not being received, but again, thats impossible as this is my first ever order. I demand to be compensated immediately.

  Business Response

  Date: 01/06/2025

  Please allow us to again offer our apologies for the non-received package. We have issued a refund to the customer pay method for this non-received package.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 01/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** present purchased 9 December 2024.When box was opened, the ***** parfum spray has all leaked out and stained the box.The bottle was empty.I seek replacement of only the perfume, the other two bottles are fine.

  Business Response

  Date: 01/06/2025

  Please allow us to express our sincerest apologies for the condition in which this package was received. We are unfortunately, unable to send the fragrance portion of the gift set. We have issued a full refund to the original pay method used towards this purchase.

  Thank you

  Customer Service

  Customer Answer

  Date: 01/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *******