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:01/06/2025

  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.

  Purchase 2 expensive perfumes 12/29/24, logged into account the next day to see when will arrive saw that bill to address and ship to were different. Ship to was an address from 3 yrs ago. Tried to change address but could not. Called fragrance message states too many calls must email. Emailed immediately never received response tried calling the next day again same message sent another email. Still no response, This went on for 5 days straight with no response. Finally received a text from ****** who was delivering package messaged them 5 different times and the last 2 times said do not deliver package return to send explaining why. Again no response. Received message Friday stating package delivered and called on trac trying to get this fixed. They said it is too late it is delivered. I have exhausted all my options and not one single rectification has been given. So someone is sitting with two bottles of expensive perfume of min.

  Business Response

  Date: 01/06/2025

  Please accept our apologies for the non-received package.Our records shows that a full refund has been issued to the original pay method used towards this purchase.
  
  Thank you
  Customer Service
  
  

  Customer Answer

  Date: 02/24/2025

  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 had purchased $101.00 in perfume, contacted the company numerous times with no avail. The perfume was delivered to an address I have not lived at in 3yrs. My initial complaint with BBB was refunded back to my credit card but after this case was closed they charged it back to my discover card. This company is unreal. My initial case number was ********. I have never received this order and explained that to them previously. I sent them an email as soon as I saw the charge again and asked for them to ship me the perfume since they recharged my card again or apply the refund again. They have never responded again. Can you please help me resolve this problem with them? 
  ***** ********
  
  
  
  
   
  

  Customer Answer

  Date: 03/06/2025

  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: 

   I have since canceled the credit card so no further transactions can be processed. I would appreciate you either mail the refund to the correct address or mail the products not received by me to the correct address 

  ***** ********

  
  
  
  
   
  

  Business Response

  Date: 03/06/2025

  In response to your inquiry, we have confirmed with ****** as of March 6, 2025 that the dispute is still ongoing as they are still investigating the transaction. Please note, we have made ****** aware that we attempted to issue the refund directly on January 6, 2025 but the refund was rejected due to the chargeback. Once the dispute has been closed, we are only able to issue a refund to the ****** account. In the event the card on file is no longer active, ****** will give you the option to transfer the refunded amount to the payment method of your choice. We will continue to monitor the dispute and work with ****** to resolve the issue as quickly as possible. We have made ****** aware that you are entitled to a full refund for the order. Thank you. 

• Initial Complaint

  Date:01/06/2025

  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.

  Transaction Date 12/12/24 Ordered perfume and paid $62.33 Perfume was never delivered but company says it was. Company contracts with 3rd party for delivery and they say that we need to go through *************. According to delivery records it was delivered on 12/25/24?????

  Business Response

  Date: 01/06/2025

  Please accept our apologies for the non-received package.Since customer has indicated that this package has not been received, we have issued a full refund for 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,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:01/06/2025

  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.

  I ordered the perfume several weeks ago and it was delayed. Then they stated it was delivered so we checked the cameras around the house and it was never delivered.

  Business Response

  Date: 01/06/2025

  Please allow us to extend our apologies for the non-received package. Our records show that a member from our Team has received customers email and a full refund has been issued for this non-received package.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:01/06/2025

  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.

  I am missing two perfumes. I purchased six perfumes on 12/27/24. Yesterday ****** delivered the package and only four were in the box. The delivery email states that all six were delivered. That is not true. I am still missing one Splendor and one ***** *****. Order number *********

  Business Response

  Date: 01/06/2025

  Please allow us to begin with our apologies for the missing items within your shipment. Our records show that an agent from our Team, has responded to customers email and a replacement has been processed for the missing items. Email notification will be sent to customer once the order ships.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:01/06/2025

  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.

  I placed an order on 12/9/24 for two colognes. The total was $118.71. I have yet to receive the order. Supposedly, the items were shipped with OnTrac, but items have been sitting in the same place for weeks. I have made multiple attempts to contact the company, but their recording states that no one is available to answer the phone due to unexpected circumstances. I have emailed and have received no response. I want a full refund.

  Business Response

  Date: 01/06/2025

  Please note our records show that a full refund has been issued to customers pay method for this purchase. In addition, the shipping address was not received at the time of order. The courier wis unable to complete delivery and this package will be returned to sender.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:01/03/2025

  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 ordered a few fragrances, totalming almost $300.00, on Fragrancenet. Order was placed December 30. My card was charged in its entirety and I have proof. I have yet to see my order reflectes on their site, they say they cant find it (through email, as the phone lines dont work for them). I have NOT gotten any confirmation, tracking or proof of order but they took my money and are unresponsive.

  Business Response

  Date: 01/03/2025

  Please allow us to begin with our apologies for this experience and for any inconvenience this may have caused.  Our records show that the order was not successfully received through our system. If there is a pending authorization on customers account, the funds will be returned to the account. Since the order was not processed, we are not settling on the authorization. Customers pay method can assist with dropping this authorization.
  
  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,
  
  *** ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:01/03/2025

  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.

  Trying to return two orders but unable to reach the company with information provided. Have tried calling and emailing several times. Phones dont work at all and no response to emails.

  Business Response

  Date: 01/03/2025

  Please allow us to begin with our apologies for any inconvenience this may have caused.  We have authorized and provided customer with return information and a prepaid postage return label. Upon receipt of these items, refunds will be issued, and email notification will be sent to customer.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 01/03/2025

  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:01/02/2025

  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.

  Im attempting to return my replacement order but Im getting zero response from them I cant get a return label after reaching out on there website and via instagram support Ive gotten zero response from them I dont know if I have to dispute the charge with my bank Order *********

  Business Response

  Date: 01/02/2025

  Please note our records show that we have previously received customer return request.  We have emailed a prepaid postage return label to customer so that the item may be returned for refund. The refund will be issued upon receipt of return.  Customer may expect to receive email notification once the return is received and processed.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 01/14/2025

  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:

  Question regarding returned damaged cologne I tracked the tracking numbers I see it was returned back to fragrancenet Order # ********* - RMA # ******* When should I expect a refund
  
  ***** ********
  
  
  
  
   
  

  Business Response

  Date: 01/14/2025

  In response to your inquiry, we sincerely apologize for the delay in processing the return. The return was delivered on January 9, 2025 and has now been refunded in full. We thank you for your patience. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). 
  
  

  Customer Answer

  Date: 01/15/2025

  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:01/02/2025

  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.

  ********* This order has been sent back because it smelled funny, i did not like it, it made me nauseous. Ive sent this back over a week ago and it has been stuck in transit ever since, i have no recieved my refund. I contacted **** and they have told me to contact where I purchased it from since there has been no update in scanning. I would like my money back, this place is seeming like a scam because I cannot speak to anyone over the phone.

  Business Response

  Date: 01/02/2025

  Please note we have checked the status of the customers returned package. We are able to verify that this package is in transit with the ****************************. As of December 31st, the post office has acknowledged the package has processed at a distribution center. As stated on our website, we ask customers to allow up to 14 business days for the return to be processed. Once our returns team receives and processes the returned package, email notification will be sent to customer.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 01/03/2025

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

• Initial Complaint

  Date:01/02/2025

  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.

  I placed an order for a fragrance that was over $180. I was told that it will be delivered within three business days. I have been waiting over two weeks and theres no one that has reached out to me to tell me where my package is. I did email this company because they are not answering phone calls for a refund And Im not hearing anything back. This company says theyve been open since 1997, but to me it seems they scam me. I want my money back for merchandise that I never received. And I hope this never happens to anyone else.

  Business Response

  Date: 01/02/2025

  We truly apologize for this experience and for any inconvenience this may have caused. Unfortunately, according to the details provided by the courier, the package does not show any movement and it has not been delivered to customer. We have not been made aware of these details with the courier. The customer has filed a chargeback with their payment provided and we have initiated a refund, since the package has not been received.
  
  Thank you
  Customer Service