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:11/18/2025

  Type:Customer Service 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 brought a perfume on 12th Nov 2025 I paid via Klarna The perfume arrived smelling sour/off, indicating it is faulty or degraded. The seller is refusing to provide a remedy unless I pay for international return shipping, which leaves me out of pocket.Even their website states they will provide a pre-paid returns label slip. I am not willing to pay extra to return a faulty / health hazard concern item. I am requesting buyer protection and a full refund under Klarnas rules for goods that are faulty or not as described.

  Customer Answer

  Date: 11/19/2025

  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 find it deeply sad that that I had to go to the lengths I did via yourselves and Klarna for the company to respond. 
  
  Sincerely,
  
  **** ********
  
  
  
   
  
  

• Initial Complaint

  Date:11/12/2025

  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 perfume from this company on July 11, 2025 for $48.92. I received an email from them saying my purchase had been delivered on July 19, 2025. I never received the package and have sent them numerous emails stating this but they stand by their proof of delivery from the postal service and refuse to see anything else. I payed using ****** and tried to go thru them to resolve the issue and once Fragrance X showed them their little green slip of "Proof of Delivery" they sided with them and closed the case all because of the proof of delivery which is wrong. I never received the package and they refuse to believe me. *********** is investigating and has been for some months now with no results so far and I don't look for there ever to be any results. The right thing to do would be to split the loss with me but they refuse to do anything. Package was most likely delivered to wrong address and whoever it was delivered to kept it. All I know is that I am out $48.92 and nobody seems to care. I don't look for there to be any different outcome by me filing this report but maybe it will inform others that if you do not receive what you ordered from this company then that's just to bad cuz they will not help you in anyway. I have ordered from them several times and the transaction before the lost one was more expensive and I did not claim to not receive it. If I was going to do something like that I would have chose that shipment not this one. I have all the documentation if proof is needed for my complaint but apparently their proof of delivery trumps all else. Thank you for your time/help.

  Customer Answer

  Date: 11/12/2025

  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:10/31/2025

  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 ordered a fragrance on October 24, 2025, order# ********. I received the fragrance October 27, 2025 damaged the cap is broken into two pieces, I contacted fragrance X hoping they would give me a refund or let me return the item, instead they informed me that they can not help me and offered a refund of $3.99. This is terrible costumer service. I would really like a refund.

  Business Response

  Date: 11/07/2025

  Hello *******,

  
  Thank you for reaching out to us, and please accept our sincere apologies for the issue you experienced with your recent order.

  We understand how disappointing it must have been to receive a damaged item.

  
  Upon reviewing your case, we can confirm that our team responded to your initial message promptly and offered a partial refund to cover the damage to the cap, which was accepted.We do not see any return request noted in the previous correspondence; however, if youd like to discuss a return or full refund, wed be happy to review this further.

  
  Please contact one of our customer service agents directly at *********************************** and they will gladly assist you with the next steps to ensure this matter is resolved to your satisfaction.
  

  
  

  Customer Answer

  Date: 11/11/2025

  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 would definitely like to return fo a full refund.

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

  
  
  
  
   
  

  Business Response

  Date: 11/14/2025

  Hello *******,

  
  Thank you for reaching out to us, and please accept our sincere apologies for the issue you experienced with your recent order.

  
  Please note that we have received your request to return the item and have the difference refunded. Once this is reviewed by management, we will follow up with you via email with further instructions.

  
  Once again, we apologize for any inconvenience. If you have any further questions, please feel free to contact us at ************************************************************.

• Initial Complaint

  Date:10/30/2025

  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.

  My purchase was made on October 21 2025. They said allow 2-5 business days for delivery. Today is October 29 2025 and looking at the tracking number it hasn't left **********. I've asked them to reimburse my card and I'll go else where. Plesae check on this.

  Business Response

  Date: 10/30/2025

  Hi ******, 

  Im so sorry for the delay with your order. It was shipped on October 21st, and according to ****, its now set for delivery on November 1st, 2025.
  

  While we always strive to meet the delivery timeframes we provide, unforeseen delays can sometimes occur with the carrier. I truly apologize for any inconvenience this may have caused.

  If you need any further assistance feel free to contact us via our support email: ********************************************************!

  Customer Answer

  Date: 10/30/2025

  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,
  
  ****** *******
  
  
  No need to proceed. Order seems to be on its way now. They updated the delivery date to November 1. Thank you.
   
  
  

• Initial Complaint

  Date:10/07/2025

  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.

  I canceled a order but you guys took the money.

  Business Response

  Date: 10/29/2025

  Hello *******,
  
  Thank you for bringing this to our attention. Ive reviewed your order and confirmed that it was successfully canceled, and no payment was taken.
  
  When an order is placed, your bank places a temporary authorization hold to verify available funds this is not an actual charge. The hold for your order was reversed on October 6th, 2025, the same day the cancellation was processed.
  
  Sometimes banks take a few business days to release those funds back to your account, but please be assured that FragranceX did not collect or retain any money from this transaction.
  
  If youre still seeing the pending amount, I recommend contacting your bank to confirm the reversal. Were happy to provide any supporting documentation if needed.

• Initial Complaint

  Date:10/01/2025

  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 returned the order ******** to the address they gave me and the return has been delivered more than 2 weeks ago. I reached out to them and they told me they'd email me. I got an email next day asking for a receipt, which I sent over and then they stopped replying despite following up.Return tracking is ********************** and it clearly says delivered to their warehouse. When I mention that to the agent, they bring up the same generic response to wait for new scans on the tracking when it already says delivered and that's the final scan the tracking will have since the return has been delivered to them.

  Business Response

  Date: 10/29/2025

  Hello *****,
  
  Thank you for reaching out and for providing your return tracking number. We've reviewed your order, and can confirm that your return was delivered to our warehouse. I understand your frustration with the delay in communication and the repeated updates.
  
  Your return has now been escalated for immediate processing, and your refund will be issued shortly back to your original form of payment. Please allow a few business days for the refund to reflect on your account once processed.
  
  We sincerely apologize for the inconvenience and the lack of timely updates thats not the experience we aim to provide. Thank you for your patience while we make this right.

  Customer Answer

  Date: 10/30/2025

  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,
  
  ***** *****
  
  
  
   
  
  

  Customer Answer

  Date: 11/10/2025

  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:

  
  
  Hello, 
  
  I file a case for the store Fragrance X and they responded to you stating they located my order and will refund it; I emailed them the same day; however, they never responded or refunded my order. 
  
  Please help me address this issue. 
  
  Thank you, 
  
  ***** 
  **** **** ** ******
  

  
  

  
  
  
  
  
   
  

  Business Response

  Date: 11/10/2025

  Hello *****,

  
  Thank you for reaching out to us!

  
  Please note that we have been in communication and have responded to your emails throughout the process. Earlier today, we also sent you a confirmation that a refund was processed.

  
  If you need any further assistance, please dont hesitate to contact us again at ********************************************************

  Customer Answer

  Date: 11/10/2025

  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:08/05/2025

  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.

  I have been trying to stop all messages from this company but there is no way on their site to do this. Very frustrating. Most sites have a STOP capability but not this site

  Business Response

  Date: 08/11/2025

  Hello *****,
  
  We understand your frustration and apologize for any inconvenience caused. We have processed your request and unsubscribed your phone number and email address from all promotional messages and emails.
  
  Thank you for bringing this to our attention.
  

• Initial Complaint

  Date:07/21/2025

  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.

  Please be advised that I order two sets of cologne I got those no problem I return on my place another order for two sets of different cologne never get those I called the post office file a complain and they refuse to credit me or resend the package or refund my money

  Business Response

  Date: 08/01/2025

  Hello ******,
  
  Thank you for your message. Were glad to hear that your first order was received without issue. Regarding your second order, our records indicate it was delivered on June 27th.
  
  We understand your frustration and appreciate that you contacted the post office. However, since the shipment is marked as delivered and the carrier's investigation did not confirm a loss, were unable to issue a refund or reshipment based on our delivery policy.
  
  We apologize for the inconvenience and remain available should you have any further information that could help resolve this matter.
  

• Initial Complaint

  Date:07/15/2025

  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 product 7/9/2025 with 2day shipping product said shipped 7/10 but business still had product 7/14 told to cancel and refund purchase price refuse to do both refused to recieve product wabt refund!!

  Business Response

  Date: 08/11/2025

  Hello ****,
  
  We understand your concern regarding the delivery time. Your order was placed on July 9, 2025, and shipped on July 10, 2025. Our express shipping option is 34 business days, excluding weekends and holidays. The order was delivered on July 16, 2025, which falls within the stated timeframe.
  
  Because the order was delivered as promised, we are unable to cancel it or issue a refund. If you no longer wish to keep the item, we can provide you with return instructions in line with our return policy.
  
  Thank you for your understanding.

• 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.

  On 5/8/25 I ordered a 3.3 oz bottle of Creed aventus; totaling to $395.85. FragranceX; was supposed to ship me a 3.3 oz bottle of Creed aventus. The nature of the dispute is that my bottle of cologne came broken. A almost $400 bottle of cologne came broken. I took plenty of pictures if what I recieved; how I recieved it; and the box it came in. Upon promptly messaging customer support about the issue they told me they can tell it was shipped to me in perfect condition. They are refusing any kind of help whatsoever on something so expensive. I will never be shopping here again and I advise others not to as well. They take youre money and if you have any problems with youre order they don't try and resolve them. STAY AWAY FROM THIS ***************

  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.
  

  Customer Answer

  Date: 05/15/2025

  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:

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