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:05/14/2025

  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.

  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:

  FragranceX claims that the package had a clear picture taken of it but attached is the delivery photo. You can't even see the label in it let alone the bottom. It was soaking wet on the bottom; which i took pictures of everything. FragranceX has terrible customer support and are unwilling to work with they're customers to fix THEY'RE shipment issues. I'll be getting ahold of my financial institution today and let them handle this issue. This is absolutely ridiculous; and FragranceX should be ashamed of the way they treat they're customers; I dont recommend anyone shop from this store.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *****
  
  
  
  
   
  

  Business Response

  Date: 05/15/2025

  Hello *******,

  Were sorry to hear about your experience and appreciate you bringing this to our attention.
  
  We reviewed your order and the photos you sent. At the time of delivery, the shipping carrier captured a clear image of the package showing no visible damage or signs of leakage. We've attached that proof-of-delivery photo for your reference.
  
  The condition shown in your images is not consistent with the state of the package at delivery. Additionally, if a shipment is significantly damaged in transit, the carrier notifies us immediately to file a claim and dispose of the itemno such report was made in this case.
  
  Because of this, we're unfortunately unable to issue a refund or reshipment. We understand this isnt the outcome you were hoping for and sincerely apologize for the frustration this has caused.
  

• Initial Complaint

  Date:05/06/2025

  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.

  They took $90 from my account 10 days ago. I wrote customer support. They have no record of transaction/ order. So i received no product and the company is not returning the funds to my bank ****. I wrote a few emails to customer support. All they say is we have no order for you. I furnished them my online bank record showing they debited $90 from me. Took my money and doing nothing to return my money back to me.

  Business Response

  Date: 05/06/2025

  Hello ********,

  Were very sorry to hear about the frustration you've experienced and appreciate you bringing this to our attention.
  
  Please know that we take matters like this seriously. While our team was initially unable to locate an order under your information, we understand how concerning it is to see a charge without a matching order record. In situations like this, we always recommend providing a copy of the bank statement showing the charge, which helps us investigate further and identify any potential discrepancies.
  
  Our goal is always to resolve these matters quickly and fairly. If this has not yet been fully resolved, we kindly ask you to reach back out to our support team with the necessary details so we can complete our investigation and ensure the appropriate next steps are taken.
  
  Thank you for your understanding and patience.
  

• Initial Complaint

  Date:04/22/2025

  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.

  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 talked to ***** They stated there was no insurance on the package that was shipped out, they were willing to make the claim for the lost or stolen package but how can they take responsibility if there was no insurance on the package. This is bad buisness!!!! I clearly informed them of the wrong address they could have requested the package be returned. So no I'm not satisfied with the response that is given!!!!

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ******
  
  
  
  
   
  package and will not make the claim. This has been a pain to get this problem corrected and is not fair to me the customer when I spend money and does not receive what I paid for!!!

  Business Response

  Date: 05/05/2025

  Hello ******,
  
  Were very sorry for the frustration this situation has caused. Our records show that your order was shipped with all four items, and the package weight at the time of dispatch confirmed the full contents were included. Multiple confirmation emailssent at the time of order, shipment, and deliveryall reflected the shipping address that was entered during checkout.
  
  Unfortunately, we were not notified of the address error until after the package had shipped. At that point, it was too late to reroute or stop delivery. We understand how upsetting it is to receive a partially empty package, but according to ****, the parcel was delivered unopened. 
  
  Although we sympathize with your situation, we must follow the policies in place regarding address errors and delivery disputes. We appreciate your understanding and thank you for giving us the chance to address your concerns.
  

• Initial Complaint

  Date:04/03/2025

  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.

  Ordered Devotion Intense perfume on 3/30/25 and received item on 4/3/25. Bottle was clearly leaking before opening package. Inside of box had leaked contents. Contacted Fragrancex and was told to send photos or videos. I sent a video of box it was delivered in and packing slip with leakage. Spoke with Von. Was told to open perfume box even after seeing saturation in video. Sent that video to them and wore gloves so it wouldnt get all over my hands. They can clearly see in the videos that a significant amount of the perfume leaked from the bottle. I attached photos instead of videos for this complaint because it wouldnt allow video upload. My apartment is still wreaking of overpowering fragrance. Received an email offering a $12.00 refund. When I refused, they requested return of the item. Im appalled at their customer service. Spoke with an extremely rude person today. The perfume is in the trash. Im not keeping a leaking bottle thats already overpowering in my apartment. I wouldnt advise anyone to purchase from this company. I want a full refund for this item.

  Business Response

  Date: 04/04/2025

  Hello *****,
  
  Were very sorry to hear about the condition in which your order was received. We understand how frustrating it can be to receive a leaking item, and we appreciate the photos and videos you provided.
  
  After reviewing the materials, the fragrance appeared to be partially leaked but not in an unusable condition. In such cases, and in accordance with our return policy, customers are asked to return the item in order to receive a full refund. We were informed that the item was discarded, which unfortunately prevents us from processing a full refund. As part of our damaged items policy, we do require that all products be retained for at least five business days following the damage report so we can proceed with proper resolution.
  
  We appreciate your understanding and thank you for taking the time to share your feedback.

• Initial Complaint

  Date:04/01/2025

  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.

  Ordered several items within this month on March, 2015. Order number is #******** One of the items was a Cartier perfume, Baiser Vole. When I opened the item: first of all the packaging inside the box, the cardboard, was damaged. I sprayed a small amount and the scent was FAR FROM what this perfume smells like. I have been using the real perfume since it came out vin 2011. In fact, I still have another bottle that I have been using with little left in it, bought at duty free, and the scent of the one FragranceX sent is nowhere near the scent of this perfume. It is clearly a copy that smells nothing like the original. The real item is pinkish, while theirs is green and smells NOTHING like the real one. It has an unpleasant odour. I reported the problem to Klarna, the payment service through which I placed the payment, and notified them that I wont be paying for this item unless FragranceX pays for the postage and customs charges for my return. I have the pictures of the damaged package and then perfume bottle with green liquid. I asked for a refund for this item and the payment of the return and customs costs so that I could send the item back to **, *** (FROM ******). I was refused a return fare, saying I should pay for return and customs charges. I have been buying perfume from FragranceX for some time now, and this was a really disappointing experience. I kept writing back, asking for the return fare to be covered and keep receiving answers that they cannot accept that their item is a counterfeit and that I should pay for the return fee and customs. I have never encountered such rude customer service responses before, from any other business. In the pictures, I also include a photo of the the smaller bottle of the perfume I have, bought at duty free, next to the counte3rfeit FragranceX sent me. The real item is pinkish, while theirs is green and smells NOTHING like the real one.

  Business Response

  Date: 04/04/2025

  Hello ******,
  
  Were sorry to hear you were disappointed with your recent purchase. Please be assured that all products sold by FragranceX are 100% authentic, brand-name items sourced from authorized and reputable distributors. We stand firmly behind the quality of the merchandise we offer.
  
  Its important to note that fragrance color can vary depending on factors such as batch variation, age, and storage conditions. These variations do not impact the authenticity or quality of the fragrance. Additionally, while we understand your concerns regarding the return process, we currently do not offer pre-paid return labels for shipments originating from your country. As such, international returns must be shipped back at the customers expense unless the product is received in an unusable condition.
  
  We appreciate your continued support and thank you for bringing this matter to our attention.

• Initial Complaint

  Date:03/20/2025

  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.

  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,
  
  ********* ******
  
  
  
   
  
  

  Business Response

  Date: 04/04/2025

  Hello *********,
  
  Were sorry for any frustration you experienced while waiting for your refund. As part of our return process, all returned items are subject to inspection to ensure they have not been used in excess or returned in a significantly damaged condition.
  
  We can confirm that a full refund was issued to your original form of payment on April 2nd, 2025. Please note that depending on your financial institution, it may take 15 business days (excluding weekends and holidays) for the refund to reflect in your account.
  
  Thank you for your patience and understanding.