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:02/27/2025

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint against **************** due to ongoing issues with their shipping process and customer service. I placed an order with them on 01/15/2025, and despite their stated shipping timeframes, my order has been significantly delayed.After multiple attempts to contact their customer service department, I have received either no response or unhelpful, generic replies that do not address my concerns. Each time I reach out, I am given vague information about my order status, and no real effort has been made to resolve the issue.I have requested either an immediate shipment of my order or a full refund, but neither has been provided. Their lack of communication and failure to uphold their shipping policies have caused unnecessary frustration and inconvenience.I would appreciate the BBBs assistance in holding **************** accountable for their poor service and ensuring that customers receive the products they pay for in a timely manner.Thank you for your time and help in resolving this matter.Sincerely,*** *****

  Business Response

  Date: 02/27/2025

  We have reviewed the screenshots provided by customer showing details for this purchase. The receipt indicates that the order in question, was placed with the Merchant FragranceX.com. We ask that customer please contact that merchant for further assistance.
  
  Thank you
  Customer Service 

  Business Response

  Date: 03/25/2025

  Hello ***,

  We sincerely apologize for the frustration and inconvenience you have experienced with your order.  After reviewing your case, we found that the delay was caused by an incomplete shipping address at the time of purchasespecifically, the apartment number was missing. This prevented the carrier from completing the delivery within the expected timeframe.  

  I completely understand how frustrating this has been for you, and I want to assure you that we take your concerns seriously. To resolve this matter, a full refund in the amount of $88.69 USD has been issued today, March 25th, 2025 to your original payment method. Depending on your financial institution, this refund can take anywhere from 1-5 business days (excluding weekends and holidays).

  Thank you for understanding.

  If you have any further questions or need assistance, please dont hesitate to reach out. 
  

• Initial Complaint

  Date:02/03/2025

  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.

  I placed an online order#********, on 12/31/25, for Clinique Happy mens cologne, total $26.92 w/shipping.The next morning I was checking my daily bank statements @ ************************** there was an additional pending charge of $39.96 WHICH I DID NOT PLACE! I even went to Fragrance Xs website & checked my order ************* shows no such order.On my bank statement, the phone number listed w/ the fraudulent transaction is their international #****************! I live in ***I want a full refund of my $39.96!!!Ive talked to my *********** say its the merchants responsibility.Ive already tried calling Fragrance X about 25 times & have gotten no one!

  Business Response

  Date: 02/10/2025

  Hello ********,
  
  Thank you for reaching out and bringing this to our attention. We sincerely apologize for any confusion or frustration caused by this experience.  
  
  Upon reviewing your order, we can confirm that your order was canceled, and a full refund in the amount of $26.92 USD was credited back to your original form of payment on February 3, 2025. Please note that depending on your financial institution, it may take 15 business days (excluding weekends and holidays) for this refund to appear in your account.  
  
  Regarding the additional charge of $39.96 USD, we can assure you that this was not a separate transaction but rather a pending authorization resulting from a failed order attempt. Pending authorizations are temporary holds that are not actual charges. These typically fall off your account within 110 business days, depending on your banks policies.  
  
  We recommend monitoring your account over the next few days, as the authorization should disappear automatically. If you continue to see the pending amount beyond that timeframe, we encourage you to contact your bank for further assistance.  
  
  We truly appreciate your patience and understanding. If you have any additional questions or need further clarification, please feel free to reach out.  
  

  Customer Answer

  Date: 02/10/2025

  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:01/28/2025

  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.

  We have used FragranceX dropshipping service through ******** platform and we have purchased more than 200 **** ***** Brand Fragrances for our customers. Some of our customers received inauthentic and damaged products that raised the question of authenticity. We have been asked by an Online marketplace to verify the product authenticity by providing them any document that shows the FragranceX as authorized distributor, retailers or resellers of brand products. We have requested same documents and their assistance to resolve the Business issue through ******** but both FragranceX and their dropshipper not provided the same documents. So this negative behaviour of this Business (FragranceX) shows that they are selling replica, fake fragrances through their website. We can provide you additonal information if you need.

  Business Response

  Date: 02/10/2025

  Hello *******
  
  Thank you for bringing this matter to our attention. We take customer concerns regarding product authenticity very seriously and want to address each of the points youve raised.  
  
  First and foremost, please rest assured that all products sold on ************** are 100% genuine, brand-name items. We do not sell replicas, fakes, or counterfeit products under any circumstances. We stand by the quality and authenticity of our inventory and have built our reputation on providing authentic fragrances.  
  
  Regarding your concern about products purchased through the ******** platform, it is important to note that these purchases were not made directly from FragranceX. Since the products were obtained through a third-party company, we are unable to verify the specific supply chain details or documentation associated with those orders. We recommend contacting ******** or the seller from whom the fragrances were purchased to address your request for supporting documentation.  
  
  Additionally, while FragranceX provides inventory to various third-party companies, these companies may also source products from multiple suppliers. Unfortunately, we cannot guarantee that all inventory listed on their platforms comes directly from us. This can sometimes lead to confusion, but we are happy to assist in clarifying any concerns within the scope of purchases made directly from FragranceX.  
  
  We truly value your business and understand how important it is to maintain trust with your customers. If you have further questions or need additional clarification, please dont hesitate to reach out.  
  
  Thank you for your understanding and cooperation.  
  

  Customer Answer

  Date: 02/11/2025

  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:

  [Your Answer Here]

   We have purchased fragrances through Doba from FragranceX. We have invoices that has been issued and it clearly says "FragranceX" is a seller of that fragrances. Doba dont take or buy any inventory or anything, we have reached to them, they have also provided us some documents issued from your good office. 

  Doba confirmed that they have processed our orders from FragranceX officially and it is now responsibility of FragranceX to prove the authenticity of products as required by Amazon Team. 

  FragranceX supplier team failed to prove the authenticity of products, as Business prove authenticity of different brands or products through its supply chain documents or valid manufacturer invoices.

  We have also reached out to Brand that is being sold by FragranceX, The specific brand confirmed that FragranceX is not authorized distributor, dealer or supplier or retailers of their products.

  We have all communication history with that specific brand.

  So we are seeking any authentic document that shows the source of products is valid or not. FragranceX have to provide any evidence to subsentiate its claim.

  Thank you

   

   

   

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

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

  Business Response

  Date: 02/28/2025

  Hello *******

  FragranceX guarantees that all products we sell directly are 100% authentic. However, as your purchase was made through ****, we cannot verify the specific supply chain details or provide supporting documentation for that transaction. ****, as a third-party platform, sources inventory from multiple suppliers, and any verification should be obtained directly through them.

  While we acknowledge that some brands enforce strict distribution policies, not being an "authorized distributor" does not mean products are inauthentic. Our products are sourced from reputable industry suppliers.

  For any further documentation required by ******, we recommend continuing to work with ****, as they facilitated your order. Please let us know if you need any clarification regarding FragranceXs standard sourcing practices.

• Initial Complaint

  Date:12/31/2024

  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 2 bottles of colonge, one of wich i had to leave outside as it smelt like bad fish. The other and more importantly is a collectable display bottle of Iron ***** helmet and they did not se d me that , they sent me a plain red bottle. And now expect me to pay to ship item back. I asked for the item I order or a full refund

  Business Response

  Date: 01/08/2025

  Hello *****,
  
  We sincerely apologize for the issues you encountered with your recent order and for the disappointment it caused. We understand how important it is for your items to meet your expectations, and we regret that this was not the case.  
  
  To make this right, wed like to provide you with a prepaid return label so you can return the items at no cost to you. Please reach out to our customer service team, and we will be more than happy to assist you further.  
  
  Thank you for bringing this to our attention, and we look forward to resolving this matter to your satisfaction.  
  

• Initial Complaint

  Date:12/26/2024

  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 from FragranceX a Christmas gift for my significant other. 3 perfumes. I ordered on 12/16/24 expecting my items to arrive before Christmas and to my surprise, I received an email saying that they were delivered while I was at work on December 20th, 2024. Upon going to retrieve my items around 3:30pm which is when I arrive home from work, I was unable to locate my items. I promptly contacted FragranceX a few days later when they still did not show up as Christmas was approaching fast. I chatted with ******* via chat who was unable to help me at all with a replacement or refund of my purchase. I ended up going to the store to purchase different perfume for my wife since I was out of time and they refused to reship or refund me. At this point, I would like a refund. All the company did was show me a picture of my tracking info and refused to even help file a claim with *** to rectify the situation. They want ME to file a claim on my own when I am not the one who is selling the items.

  Business Response

  Date: 01/08/2025

  Hello ********,
  
  We sincerely regret the frustration and inconvenience youve experienced with your order. Unfortunately, as stated in our policies, we cannot be held responsible for lost or stolen packages once the delivery has been completed.  
  
  Our records show that weve been in constant communication with you via email, and a copy of the proof of delivery was provided for your reference. If youd like to pursue a claim with the carrier, were happy to guide you through the process. Please dont hesitate to reach out for further assistance.  
  

  Customer Answer

  Date: 01/09/2025

  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:

  [Your Answer Here]

   The business claims they arent responsible for ensuring the items they sell to people actually arrive to them. Makes sensenot. I am giving your company money to buy a product. I expect once I pay you to receive said product. If the item never arrives to me, how is it my responsibility to file a claim with the shipping carrier? This logic makes zero sense whatsoever. I want a refund since your company cares so little about their customers.

   

   

   

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

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

• Initial Complaint

  Date:10/30/2024

  Type:Billing 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.

  Per downloads, the order was CHARGED to my bank account, via ******, for ******. I was charged the money and the payment has posted to my account. Per email, I was contacted due to payment issues. However, once I called the company informed me that although I made the payment I would have to contact my bank to get my money. This is unacceptable because I was not contacted and I was charged. When I called and vehemently requested for a member of management, the agent stated no member of management was available.

  Business Response

  Date: 11/14/2024

  Hello ******,

  Thank you for bringing this matter to our attention.
  
  I wanted to let you know that a full refund in the amount of $129.27 USD was successfully credited to your Amazon Pay account on November 5th, 2024. Depending on your financial institution, it may take anywhere from 1 to 5 business days for the refund to appear in your account. For more specific details about the refund timeframe, we encourage you to reach out directly to your financial institution.  
  
  Should you have any further questions or need additional assistance, please do not hesitate to contact us.  
  
  Thank you again for your understanding. 

• Initial Complaint

  Date:10/18/2024

  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 a fragrance from them and they asked for an authorization code from my bank. I called my bank and they don't give out authorization codes for online orders. It feels like they just wanted to grab my Card information and run with that. Luckily I used a virtual temporary card.

  Business Response

  Date: 11/14/2024

  Hello *****,

  Thank you for bringing your experience to our attention.
  
  To clarify, in some cases, we ask for a six-digit authorization code that cardholders can obtain from their financial institution. This measure is in place to further verify and authenticate the transaction. We understand that not all banks provide this information in the same manner, and we apologize for any inconvenience this may have created during your order process.
  
  Per your request, your order was canceled on October 17th, 2024, and the pending authorization on your card was released on the same day. Please note that the timeframe for the pending authorization to be fully released depends on your financial institution and can range from 1 to 10 business days.
  
  We appreciate you bringing this to our attention and value your feedback.

   

• Initial Complaint

  Date:09/02/2024

  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 (Order #********) with FragranceX.com, which included a Pure ***** **** Rose by Philosophy 2 oz *************** Spray for Women. When the item arrived, it contained only about 5% of its contents, with the rest having leaked out. The packaging itself was not visibly damaged; however, the perfume box was received without the usual cellophane wrap, indicating that the product may have been shipped in an opened or previously used condition.I immediately contacted FragranceX customer support as per their policy for damaged items (outlined on their website). I have contacted them four times via email ************************************ to request a replacement or a full refund. Despite my efforts, they have refused to provide either a replacement or a refund, and the issue remains unresolved. I have retained all packaging as instructed by their policy, but they have been uncooperative.Desired Resolution:I am seeking a full refund of $44.94 for the Pure ***** **** Rose by Philosophy 2 oz *************** Spray for Women or a replacement of the same item, as per the companys stated policy on handling damaged goods.Images of Perfume bottle with contents, and from the inside of Perfume bottle package are attached.

  Business Response

  Date: 09/03/2024

  Hello ****,
  
  Thank you for bringing this matter to our attention.
  
  We understand your concerns regarding the damage to your order. Upon reviewing your order details, we noticed that the shipment was sent to a freight forwarding company. As stated in our policy, we are unfortunately unable to be responsible for any shipments that are damaged, lost, or undeliverable when delivered through a freight forwarding company. This is because we cannot guarantee the conditions in which they will deliver the shipment or how they handle the package while it is in transit.
  
  To further investigate, we have initiated a ***** investigation to confirm the condition of the shipment at the time it was delivered to the freight forwarding company. Once we receive the results, we will have more information about the shipment's condition when it left our facility.
  
  In the meantime, we suggest reaching out to the freight forwarding company at your earliest convenience to file a damaged shipment claim.
  
  We apologize for the inconvenience and appreciate your understanding.
  

  Customer Answer

  Date: 09/03/2024

  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:

  My complaint is not related to the shipment.
  
  There are no damage to parcel or individual packages inside the parcel. Only the Perfume in question lacked the original cellophane wrapper around its box and the intact bottle held only 5% of the original contents. 

   

   

   

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

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

  Business Response

  Date: 09/04/2024

  Hello ****,
  
  Thank you for your feedback. 
  
  Based on our records, the fragrance was shipped in full, with a weight of approximately 8.6oz. After reviewing the images you provided, it appears the box was damaged during transit, showing signs of leakage.
  
  Since the damage occurred while in the care of a third-party shipping company, we recommend you contact them directly to resolve the issue. Unfortunately, we cannot be responsible for damages caused by third-party carriers.
  
  Thank you for your understanding. Please let us know if you need further assistance.

• Initial Complaint

  Date:08/22/2024

  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.

  Beautiful by ***********************, 1 oz ************* Spray for Women For total of $36.41 I believe. According to bank.

  Business Response

  Date: 08/23/2024

  Dear ******,

  I sincerely apologize for any inconvenience this delivery delay may have caused you and completely understand your frustration.

  I'm pleased to inform you that your order for the item "Beautiful, 1 oz" is currently out for delivery. You can track its progress using the **** tracking ID: **************************.

  We strive to provide timely and efficient service to all our customers, and it's clear that we fell short in this instance. Please know that we're taking steps to ensure this doesn't happen again.

  If you have any further questions or concerns, or if there's anything else we can do to make this right, please don't hesitate to reach out directly. We're here to assist you.

  Customer Answer

  Date: 08/23/2024

  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:

  [Your Answer Here]

   I've asked for some kind of Compensation already before making this complaint and coming here. I asked if y'all could give me some credit for my next purchase possibly. Or if you always give me a percentage off besides your regular 15%. Your company has already told me no. According to your website it says 2 to 5 business days every order I've made has been 7 to 9 business days. If I were you and you're not going to compensate me like that. I would at least change the order status on your website. From 2 to 5 business days. To 7 business days to 14 business days! 

   

  But to keep my business at all. Which pull up my account. Made 3 purchases this month. An had planned on more. 

   

   

   

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

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

  Business Response

  Date: 08/26/2024

  Dear ******,

  Thank you for your prompt response and for sharing your concerns with us. I genuinely appreciate your continued business and understand your frustration with the delays you've experienced.

  Regarding your initial BBB complaint, I want to clarify that we received your request for a full refund. However, since your order was delivered, we're unable to accommodate that request.

  The delay you experienced was due to unforeseen logistics issues with the carrier that initially handled your order. I want to assure you that we have taken action to resolve these issues and we are no longer using that carrier for our shipments to prevent this from happening again.As a gesture of goodwill and to show our appreciation for your business, we have processed a $5 refund on your recent order (Order #********). The credit should appear in your original payment method within 1-5 business days.

  We understand that timely delivery is crucial, and we're working hard to improve our processes. Your feedback about updating our shipping time estimates on the website is valuable, and I will share it with our team for consideration.

  Thank you for your understanding and for giving us the opportunity to make this right. We hope to continue serving you and meet your expectations moving forward.

  Customer Answer

  Date: 08/26/2024

  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:08/15/2024

  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.

  Order ******** My order did not come and showed that it was damaged and returned. It was for next day air too. All my excitement gone to trash. I reported it to customer care and it was like he didnt care at all. I want my money back. They even refused to compensate for such inconvenience even if i reorder from them.

  Business Response

  Date: 09/03/2024

  Hello *******,
  
  Thank you for bringing this to our attention.
  
  Upon review, we have identified that this complaint is a duplicate of a previous dispute regarding the same matter. We would like to inform you that the issue was already addressed on August 23rd, 2024. A full refund in the amount of $349.36 USD was successfully credited to your original form of payment on August 22nd, 2024.
  
  If you have not yet seen this refund reflected in your account, we strongly encourage you to contact your financial institution to understand the exact timeframe it takes for refunds to appear.
  
  Thank you for your understanding, and we appreciate your cooperation in resolving this matter.