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:07/11/2023

  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 ordered 4 perfumes on 6/30/23 and the post office lost my package. I have asked through email and the phone for a refund or reshipment and customer service is refusing to refund or reship. They keep saying they are waiting on the post office, the post office already said they don't know where there package is. Tracking is saying it was in my home post office since July 2nd but when I called to verify, the branch manager said they never even received it. I'm tired of playing these games and request a refund immediately!

  Customer Answer

  Date: 07/12/2023

  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:06/22/2023

  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 Virginia placed a order with fragrance X on April 6 20 23 for three bottles of perfume in the amount of $126.04. I received a email stating that my package was shipped so I had been looking for it. Once I didn't receive my package I took the necessary steps to see what happened to it I called the post office and I also called fragrance X. The ***** number for the ************* *********** customer service the gentleman there filed a complaint for me. After that I received a phone call from my local office which that didn't do any good because she told me to call fragrance X. Both companies gave me the runaround it was like a vicious cycle they were sending me through neither company would budge. So I called The Inspector General hotline and made a complaint and all they could do was tell me they were sorry and they directed me back to the ************* ************** customer service. So once again my local post office called me and they finally said that they were not going to pay for anything and to make a complaint with fragrant X because they have insurance. So once again I call fragrance X and I let them know that I made a complaint with the post office also the Inspector General fragrancex also wanted me to fill out a affidavit I also did that I did everything they asked me to do. But as of today they still haven't budged neither company. But the proof is in the pudding the tracking number says my package was delivered on April 8th which is a Saturday 2023 at 1:27 to the front desk or the mail room. We have a concierge that works Monday through Friday not on the weekend. I live in a 10 floor apartment building my package was left unattended not only did the residents have access to my package but also the people that's coming and going somebody do the math what don't fragrance X get about this situation other than they just don't want to refund me ***** they are. I also have proof of everything I've done to rectify the situation and I have the ring doorbell.

  Business Response

  Date: 06/23/2023

  Hello,
  
  Thank you for bringing your concerns to our attention regarding your order. 
  
  After conducting a thorough investigation, we found that our records indicate your order was successfully delivered on April 8th, 2023, via **** with the tracking number #**********************. We always encourage our customers to monitor their tracking details once received to ensure they are aware of the progress and expected delivery date and time. This helps prevent any potential issues such as misplacement or theft of the shipment.
  
  Upon receiving your initial request to claim non-receipt on April 11th, 2023, we promptly initiated a **** claim investigation to gather more information about the shipment. However, we regret to inform you that the **** claim investigation was denied on May 2nd, 2023. The *********** provided us with GPS coordinates and a letter confirming that the order was successfully delivered as agreed.
  
  As per our policy, once a delivery has been completed, we cannot be held responsible for any stolen shipments. We strongly recommend that you check with members of your household or any neighbors who may have received the order on your behalf.
  
  On May 15th, 2023, we also emailed you a copy of the **** denial letter, which contains the above mentioned information. If you have any further questions or require additional assistance, please do not hesitate to reach out to us directly. We are here to help resolve this matter to the best of our abilities.
  
  Thank you for your understanding.
  

  Customer Answer

  Date: 06/23/2023

  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 don't understand these big businesses the customers should be valued but we're not. We give you our money and expect our product everything is all smiles when we give you people our money but when something goes wrong we're the ones have to suffer. Here it is I live in a apartment building which you people at fragrancex is well aware of. I will reiterate what I said in the beginning this apartment building have 10 floors the tracking number says it was delivered to the front desk or the mail room it did not say it was delivered to my apartment door. Everybody who lives here and everybody who comes and goes had access to my package. Of course you people at fragrancex sent me a email saying my package was shipped I never disputed that. You did not say what time nor what Pacific date nor did the tracking number say what time so how could I have known to be downstairs in the lobby when it was delivered. Not to mention it was delivered on a Saturday. It is unthinkable for you people to think that a person would be able to sit in the lobby all day waiting for a delivery. Think of it this way if you people could give us the customer the exact date and the exact time of our delivery then there would be no excuse for us not getting our package because we would be right there at that date and time waiting for our delivery Bible verse ******* 24:43 but understand this if the owner of the house had known at what time of night the thief was coming he would have kept watch and would not have let his house be broken into. But you can't. So why is it so hard for you people to think that if you deliver a person's package to a 10-story apartment building unattended and what I mean by unattended is my package was delivered to the front desk on a Saturday when the concierge does not work and our mailman is well aware of that in a world where people aren't so honest. Wouldn't you think that there was a chance somebody could have picked it up. I could spend all day going to each floor of my apartment building knocking on each person's door asking them did you get my package? let's be honest what do you think they're going to say? The answer is no. Not to mention I told you people there was a box sitting at the front desk with my name and address on it the box was torn open and the content was taken out. If I didn't tell you people at fragrancex it's in the report I filed with oig if you would like to see that report I can get it to you. So yes there was a delivery I never said there wasn't a delivery I've been honest all through this process I did everything that you people asked of me. You people say make a report with the post office I did that I called the ***** number for the *********** customer service and inform them of what was going on they open a case for me the case number is 499-15435 this was done on a Monday April 10th 2023 the gentleman who took the complaint and open the case goes by the name ****** that's how my local post office got wind of it. Not only did I do that I also filed a complaint with oig I can send you that report as well. You people say fill out this affidavit I did that for God's sake you people didn't even have the decency to email me and say that the investigation with the post office was over and that you rude in their favor I had to call you people. And after I called you finally sent me a email stating that the package was delivered we rude in their favor how professional is that? Enough is enough. All that I've done I still have no resolve. Please tell me fragrance X why you people have me to do all these things when you people didn't even entertain the thought of giving me a full refund. The people at the post office say make a complaint with fragrance X they have insurance is that true? Do you have insurance?  And if what the post office say is true seeing that you people at fragrancex believe in what the post office say why haven't you people at fragrancex given me a full refund. When you people send out the order you only can assume and Hope that the tracking number is giving out accurate and on point information to the customer but you people at ********************** have to know it's not written in stone. There's always a possible chance that something could go wrong especially at the local post office. Please I've been very patient with fragrance X just do the right thing and give me my full refund. Because please understand fragrance X I'm not just going away I refuse to be bullied by you or any other business.

   

   

   

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

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

  Business Response

  Date: 06/26/2023

  Hello,
  
  As previously communicated, our records indicate that your order was successfully delivered. However, we understand that you have raised an investigation with the post office in an effort to resolve this matter. Unfortunately, the post office has provided evidence, including *** data from the delivery driver, confirming that the shipment was indeed delivered to the specified address. We have no control over the post office's delivery process or where they choose to leave the package upon delivery.
  
  To ensure transparency, we had shared the tracking information with you when the order was shipped, which includes the exact delivery date and time. We strive to provide our customers with as much information as possible regarding their shipments to facilitate a smooth delivery experience.
  
  Regarding the insurance on our shipments, we work with ***** which offers coverage for packages that are lost or do not match the *** coordinates with the receiver's address. However, in your case, neither of these scenarios applied, and as a result, the claim was denied.
  
  We understand your frustration, and we sympathize with the inconvenience this situation has caused you. Moving forward, we kindly request that you directly contact the post office to file an appeal and further pursue the matter. They will be able to provide you with more specific information and guidance based on their investigation.
  
  Throughout this process, we made efforts to keep you informed via email. We sent updates on May 2nd, 2023, and May 15th, 2023, to provide you with the most up-to-date information regarding the investigation.
  
  We appreciate your understanding in this matter and remain committed to assisting you to the best of our abilities. If you have any further questions or require additional support, please don't hesitate to reach out to us.
  

  Customer Answer

  Date: 06/29/2023

  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 Virginia purchased some perfume from **************. I received a message from fragrant X stating that my product had been shipped so I was looking for it. I then received a email from **** on Friday April 7th 2023 stating that my package was damaged in transit and they left a link for me to give them the information they were requesting. I called the ***** number for the ************* *********** and explain the issue to a gentleman that goes by the name ******. ****** open a case for me and the case number is ***** **** this was done on Monday April 10th 2023. Later on that day which is Monday April 10th 2023 I received a call from the manager who said her name was ******** at the ********** post office. She explained to me that the postman delivered my package on April 8th 2023 and he has a key to the room where the concierge takes our packages and put them away safely where no one can get to them under lock and key and that is where he left my package. I told her that was not true because when you call the ***** number and put in the tracking number it tells you that the package was delivered April 8th 2023 at 1:27 p.m. to the front desk or mail room and I do not believe that the manager or the concierge would have given the mailman a key that's outrageous. I checked the mail room there was no package I then checked at the front desk there was a box there with my name address and apartment number that was torn open and the products was taken out so no perfume for me and the box was small enough to go in my mailbox. Our concierge does not work on the weekend he only works Monday through Friday So if the mailman had a key to the room where the concierge takes our packages he failed to use the key and he left my package at the front desk unattended. She also informed me to go to the website and fill out some kind of Complaint Form and she informed me that the post office wouldn't pay for my missing items and to make a police report as well as contact fragrant X to let them know that I didn't get the package. I strongly feel the responsibility lies with the post office because of his negligence I do not have my product I've been inconvenience and I don't feel that it's fair for fragrant X to be held liable for his negligence.
  Where did the misconduct/wrongdoing occur? 
  *************** ********** ********
  How was the misconduct/wrongdoing committed? 
  The mail carrier left my package unattended. And there was a untrueful explanation for the wrongdoin
  Do you have first-hand knowledge of the misconduct/wrongdoing? 
  Yes I spoke to a person at ********** post office and I use the tracking number a conflict in ******
  Where can we obtain additional information concerning the misconduct/wrongdoing? 
  Myself and tracking number which is **** **** **** **** **** 21 and concierg. 
  Who else might be aware of the misconduct/wrongdoing? 
  God the ********** post office and most of all the mail carrier.
  

  
  

  
  
  
  
  
   
  

• Initial Complaint

  Date:05/29/2023

  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.

  bought a fragrance from fragrancenet, came very leaked, I was super busy with work and asked what options there are without having to run around to return it since I have no time(included pictures of the soaking wet box and the leaked bottle), they said they could do a 15% refund which was absolutely rediculous. Life got busy and I forgot about it, i just checked that bottle again, there's less than half left, and i've only used it a few times, the way they handle broken products is simply ridiculous.

  Business Response

  Date: 05/30/2023

  Hello,
  
  Thank you for bringing your concerns to our attention. We apologize for any inconvenience you may have experienced with your recent purchase.
  
  Upon reviewing your case, we found that you reached out to us on March 28th, 2023, providing photos of the damaged item you received. We appreciate you taking the time to share those images with us. As a result, we promptly sent a return label to your email address, allowing you to return the damaged item free of charge and receive a full refund upon its receipt at our facility.
  
  We understand that you mentioned not having the time to send the return back to us. In light of the circumstances and after evaluating the photos you provided, we made an exception and offered you a partial refund of 15% (equivalent to $6.73 USD) without the need for a return. We determined that the fragrance was still usable based on our assessment of the photos.
  
  However, we kindly request that you reconsider returning the item to us using the provided return label as soon as possible. This will ensure that we can properly process your refund according to our standard return policy. We want to make sure you receive the best possible resolution for your concerns.
  
  Additionally, we wanted to address a minor discrepancy. In your review, you mentioned the wrong company name. You placed this order with FragranceX.com, not FragranceNet. We kindly request you to update your review accordingly, as it helps maintain accurate information and avoids confusion for other customers.
  
  Please note that our return policy, which has been extended as a one-time courtesy, can be reviewed in detail here: *************************************************************************;
  
  Once we receive the return, we will promptly notify you via email, and your refund will be credited back to your original form of payment.
  
  We genuinely value your satisfaction as our customer and appreciate your cooperation in resolving this matter. If you have any further questions or concerns, please don't hesitate to reach out to our customer support team directly. We are here to assist you.
  
  Thank you for your understanding and cooperation.
  

• Initial Complaint

  Date:05/20/2023

  Type:Order 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 order on their website, which states over and over that products can be returned for up to 30 days after purchase. I received the items I ordered, but the product is older than I am comfortable with, so I reached out to request a return label for the unopened products I received. I requested the label from them for multiple reasons- firstly, I want to be certain that they are aware the package will be returned. Secondly, if they send me the label, they can't later tell me I sent it to the wrong place. Instead of sending me the label as requested, they asked me why I wanted to return the items and then stopped responding. A copy of the ticket is attached, though you unfortunately cannot see my original email to the business. I want the business to stand by their promise and send me a label and refund my purchase in a prompt manner upon receipt.

  Business Response

  Date: 05/30/2023

  Hello,
  
  Thank you for reaching out to us regarding your recent purchase. We sincerely apologize for any inconvenience you may have experienced, and we appreciate the opportunity to address your concerns.
  
  We have thoroughly reviewed your case, and we acknowledge that you contacted us on May 18th, 2023, requesting a return label for your order. We typically request customers to provide a reason for the return to ensure the best possible assistance. This helps us identify any potential issues with our products, such as damage, so that appropriate actions can be taken upon receipt.
  
  We can confirm that a return label was promptly provided to you by one of our support specialists on May 22nd, 2023. We are pleased to inform you that your return was successfully received on May 25th, 2023. Following the receipt of the returned item, a refund in the amount of $223.46 USD was processed on May 26th, 2023, and credited back to your original form of payment.
  
  Please note that depending on your financial institution, it may take a few business days (excluding weekends and holidays) for the refund to reflect in your account.
  
  We genuinely value your feedback, and we appreciate your understanding throughout this process. If there is anything else we can assist you with, please don't hesitate to contact our customer support team directly. We are here to help and ensure your satisfaction.
  
  Thank you for your patience and cooperation.
  

  Customer Answer

  Date: 05/31/2023

  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.
  

  A refund was processed promptly.

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

  
  

• Initial Complaint

  Date:04/04/2023

  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.

  I received notification that my orders was delivered at 4/3/2023 at 3:44pm. Then I go to tracking number and it says 12:44 PM. This is a business I have cameras in front of the building that shows the driver came inside the building looked around and turned away with the package in his hands. I want my money back I have been a customer for many years and this is enough for me to not buy from you ever again. I will not recommend you to anyone. You now ship using a third party delivery ******* that when you contact the to claim the turn you back to the retailer and wash their hands off. Or either you send my merchandise or you give me my money back. I tried calling numerous time to the customer service number without response. Emailed several times as well no response, worst customer experience ever.

  Customer Answer

  Date: 04/04/2023

  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:04/03/2023

  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 some products it has been in the **** for over 10 days, I 've never received the merchandise and there is no corporate number and you can't speak to a supervisor. *** called numerous times and keep getting told the same lies. How is there no manager available, they get back to you via email, does not solved the issue at hand.

  Business Response

  Date: 04/05/2023

  Hello ********,

  We sincerely apologize for the inconvenience caused by the delay of your package and understand your frustration with the situation. Upon reviewing your order, we found that the package was delayed due to an address exception, which was actively being worked by the ************ As a result of this, we have issued you a full refund in the amount of $64.55 USD to your original form of payment. This refund was successfully credited on April 4th, 2023 and depending on your financial institution, it may take anywhere from 1-5 business days (weekends and holidays not included), for it to appear reflected in your account.

  We truly appreciate your business and value you as a customer. 

  If you have any further questions or concerns, please don't hesitate in reaching out to us at **********************************.

   

• Initial Complaint

  Date:01/24/2023

  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 placed an order on Jan 3 and I didnt receive it. Their carrier left or in my porch without notification. I have a sign written stating deliver- please knock when droop off. Neither the carrier or ****** ****** is responding bits almost $400. I am very angry and I need answers. I want my money back su since it wax a gift. This company hung on me when k finally got a hold of someone and now they dont answer

  Business Response

  Date: 01/30/2023

  Hello ********,

  Hope you are well. We are sorry to hear about the frustration with the carrier. We have filed a claim with the carrier on your behalf.  I have attached the proof of delivery that the carrier provided us.  We still requested for then to file a claim. We stated that despite the Proof of delivery that the customer never received it. So they will now open an investigation.  We completely understand the frustration regarding the situation and we are truly very sorry that this has happened. 

  Our goal as a company is to make sure that every customer receives their order in perfect condition and in a timely manner.

  Customer Answer

  Date: 01/30/2023

  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 got most of my money back. You decided to kept the shipping. I want that bad too

  as its your fault for using this ******.  I will

  file another BBB complaint is I dont get my full refund 

   

   

   

   

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

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

  Business Response

  Date: 02/10/2023

  Hello,

  Hope you are well. Please note that this order has been refunded on January 30 despite their being a proof of delivery from the carrier. The order was ****** USD and customer was refunded $****** USD. We can not refund more then what we charged our system will not allow us. 

   

• Initial Complaint

  Date:01/17/2023

  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.

  On January 6, 2023 my debit card was charged $44.36. I don't know this company, have never had anything to do with them. A quick search shows lots of similar complaints. This is fraud and theft. What is being done about this company?Fragrancex is the company, phone: ************. That information is from my bank. I found them online at ***********************************.

  Business Response

  Date: 01/18/2023

  Hello,

  Hope you are well. Please note that we are a legit business and have been for the last 20 YEARS. If someone used your credit card information to order something from our site we are extremely sorry. We have our own billing team that will manually look into "Fraud" orders. We need additional information so that we can find the order and attempt to flag it or stop it from leaving the warehouse. Please email the ********************************** so that we can ask you more detailed questions so we can get this under control. We would never want to FULFILL an order for a FRAUDSTER. Let's work together to find out what happened so it does not happen in the future. Please accept our sincerest apologies. 

• Initial Complaint

  Date:01/17/2023

  Type:Sales and Advertising 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 completely dissatisfied with this company. And the false advertising. When I ordered the product the site had it calculated in *** (via the drop down menu). When I called to talk to someone with this company I was told this drop down denomination box exists because this will give customers an "idea" of what it costs... $84 cad and $84 USD are two completely different numbers. This was not specified. There should be no drop down menu showing *** if this is not what the company is charging. The site should also not be showing some charges in cad (ie. Shipping is clearly denoted in CAD all over the site, and upon ordering) while other related costs are in USD (and this is not specified/provided to the consumer via the invoice or when ordering. When I received the invoice via email it did not indicate that the dollars being charged were in USD. Shipping charges shown (if applicable) in ***, not USD. This is false advertising and misleading given some of the costs clearly shown are in CAD and those in USD are not specified as such unless you look up the 'frequent questions: payment methods section' . I have now been charged Double what this product would have cost if I were to go to a local retailer and I'm honestly angry especially when I call the company to communicate and I'm told I have to find this info in the help "payment methods section". This section is also misleading as some charges in the help section (ie. Shipping costs) are denoted in ***, but only the "payment methods help" section indicates that all charges are in USD. It is misleading that you have to seek out the entire website to find the site has false advertising as the *** drop down function does not mean anything as you are charged in USD regardless of what is advertised. The amount on the size states (in cad) that the price of the product I ordered is $108.19 (installments on screen shot see also in *** and total to the amount of $108.19). I put in a coupon code for 15% off, which is denoted on the invoice to reflect $84 (or $108.19 cad minus 15% off). FragranceX failed to properly disclose the amount (denomination was not specified on the invoice) they charged prior to completing the transaction. My credit card was charged for $116. I was not only overcharged, I was also not given the 15% off which is also advertised by the company, on the site, and on the invoice. When I called to inquire, and/or request a refund for this product as it was not the advertised priced, I was told I would have to wait to recieve the product and pay shipping to send it back (and this cost would come off of my refund). According to consumer guidelines in ****** I have 7 days to request a full refund for any online purchase over $50; this is also something the company is not following. My proprosed resolution:Remove details on website denoting that products are in CAD as this is not accurate.Information surrounding that all charges are in USD should be clearly marked, stated, advertised to ensure no misleading or false advertising is on the site. Ensure that the consumer has the correct amount (in the correct denomination) on their invoice so that this can be reviewed prior to being charged. This allows the consumer time to review and contact the company to inquire rather than the consumer finding this charged amount via the their payment transaction record. It is unfair that the correct amount, in the correct denomination, are not reflected on the invoice and that a consumer will not be provided a full refund (as the company charges shipping to return the product for any reason and this comes off of the refund).

  Business Response

  Date: 01/18/2023

   Hope you are well. I am so sorry for whatever confusion you had when you placed the order.  We state on our site that we can only charge and refund in ***. I have attached a screenshot where we show that we only charge in ***.
  
  For convenience prices are shown in many currencies on Fragrance X site.  We use daily market exchange rates to convert to your currency. If you would like to see the *** total of your order, simply select it from the top drop-down menu. The site is by no means

  attempting to mislead anyone. It is for the customers convenience that the site will show in the customers own currency. We get more complements for showing it in the customers native currency then showing it in *** and confusing the customer all together.

  That is why we show on our site " PLEASE NOTE ALL CHARGES AND REFUNDS ARE POSTED IN ** DOLLARS."
  
  When your order is placed, the charge is processed in ************* Dollars and your local bank or ******************* converts the charge to your native currency. If you have any questions about the exchange rate, please contact your credit card company.

  
  

  Customer Answer

  Date: 01/18/2023

  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]

   

   This company is still choosing to not follow ******** consumer rights despite selling products in ******. Based on consumer rights in my jurisdiction, which I have sent the company direct information regarding, I have 7 days to request a full refund for any contracts or products purchased online (that total to more than $50). This company is choosing to not comply with these consumer rights in that a full refund was requested, and I was informed that a full refund will not be issued given that the company charges shipping (again in USD) to return the product. However, shipping   dollars on the site. 

   The website does not clearly state that all orders are processed in USD as this info can only be found on one section of the website in which a person would need to deliberately search for. The price is not as advertised and it is misleading given that there is a drop down box for other currencies but the company fails to clearly state on the invoice, nor is this info (ie. Orders only processed in USD) communicated to the customer upon completing the transaction. This is misleading. 

   I again ask the company to correct their website, and to communicate this information so that it is clear to customers, so that prices are not misleading. I also ask that this company works with me to correct this issue given the misleading transaction that took place. 

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

  Sincerely,
  
  *********
  
  
  
  
   
  

  Customer Answer

  Date: 01/30/2023

  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:

  The vendor did nothing to try to resolve the issue. If there is a ******** site, why are ******** customers having to pay for the shipping in USD? 
  
  
  
  I am not happy  at all. I tried to cancel the order prior to shipping and this was also not receptive. The company still chose to send the product and then tell me that I must pay the shipping fee to return, and this comes off of my refund. Sounds like a cash grab to me. 
  
  
  *******************************
  
  
  
  
   
  

  Business Response

  Date: 01/30/2023

  We are truly sorry for the confusion the customer has with our site. We state on the site that we charge and refund in USD. We have received more compliments then complaints with us providing the customers currency for them. At this time we completely understand the customers concern and we will take it into consideration in the future when we do our website. At this time there is nothing further for us to do. We shipped the customer the items that were requested. We state on our site that we charge and refund in USD. Return cost and shipping cost are non refundable unless we made an error. We did not make an error. This is all on our site. The return policy and the Payment information. We are very sorry for the confusion the customer had again, but this is something out of our control. The customer can return the order to the ****** warehouse instead of to the ** which would be cheaper. Or the customer can use the return label that was emailed but we would have to deduct the return cost of $10 USD. Please note that we are not charging the full return cost $10 USD is only some of the cost we take on the rest of the cost.  

• Initial Complaint

  Date:01/12/2023

  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 purchased perfume from Fragrance X online on 12/27/2022 I was charged twice two different amounts one incorrect and the other correct for the purchase As of today I have not received the order I paid for or the promised refund of the incorrectly charged amount When I contacted Fragrance X they insist the carrier delivered the package despite the fact that I was at home and aware of the impending delivery and looking for it It has not arrived. None of my neighbors have the package (they asked me to check) and they act like none of this is their problem even though they have over 900 dollars of my money (510 dollars of it inappropriately) and I have nothing In the original and corrected order I specified a shipping and billing address of ******************************************************************* The merchandise was shipped by the company to *************** ******** I have never received the package and they have not provided the refund of the original amount that they claim to have provided So they have both sums they charges me and have never provided the merchandise to me

  Business Response

  Date: 01/12/2023

  Please accept our sincerest apologies. We know that sometimes ordering online can be confusing. Order ******** customer DID NOT APPLY COUPON. The order was then canceled and refunded on DECEMBER 28, 2022. We have no control over VENMO refund updates. 

   

  Please note regarding the order that was delivered not received. We provided the customer with empathy and agreed with the customer when she expressed her frustration regarding the orders with us.  As we advised the customer the 1st order  nothing we can do to speed that up.  The money was already taken form our account for the refund. As for order  # ******** that  was delivered but not received. We advised the customer that we will have to file a claim with the carrier. As they are stating it was delivered. The order was shipped in full to the address that was provided at checkout.  We advised that sometimes the carrier will mark delivered but realize there is no where safe to leave it and they actually take it back with them, and try another day. As we stated to the customer we needed to wait until *** completes their investigation before we can issue any type of courtesy. 

  If we somehow made an error then we would accept responsibly for it and provide the courtesy but the order was shipped to the address the customer put when the order was placed. However, I did advise the customer that if the carrier did make a mistake they would own up to it and approve the claim so we can then provided a courtesy for the customer. 

   

  Well, I  just received the outcome of the claim and *** have accepted responsibility for the  order and APPROVED the claim. The order was refunded in full $433.83 this morning January 12, 2023.

  Customer Answer

  Date: 01/13/2023

  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:

  The error is not ***s and they should not be paying for the mistake. My order and all documentation from Fragrance X clearly show a mailing address in ************. While the shipping confirmation from the label they generated show a *************** address. See atachments So Fragrance X is to blame for this. They never shipped the merchandise to me at the agreed upon address so its not fair for *** to pay for their mistake. Plus they are rude  

   

   

   

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

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

  Business Response

  Date: 01/16/2023

  We are extremely sorry for the confusion and frustration that was had with your orders. 

  We know that sometimes ordering online can be confusing.  The original order that was placed with no coupon, then it was canceled and refunded back to the original method of payment. We have no control over how long it takes the other financial institute to update the refunds for their accounts. We can only advise that we did refund in full the same day the order was canceled. 

   
  Please note regarding the order that was delivered not received. We provided the customer with empathy and agreed with the customer when she expressed her frustration regarding the orders with us. 

  As for order  # ******** that  was delivered but not received. We advised the customer that we will have to file a claim with the carrier. As they are stating it was delivered. The order was shipped in full to the address that was provided at checkout.  We advised that sometimes the carrier will mark delivered but realize there is no where safe to leave it and they actually take it back with them, and try another day. As we stated to the customer we needed to wait until *** completes their investigation before we can issue any type of courtesy. 
  
  If we somehow made an error then we would accept responsibly for it and provide the courtesy but the order was shipped to the address the customer put when the order was placed.

  However, we did advise the customer that if the carrier did make a mistake they would own up to it and approve the claim so we can then provided a courtesy for the customer.
  

  On January 12 we received from the carrier an approval for the claim for this order.  We are happy to see that we can provide the courtesy for the customer and refund her for the 2nd order. 

  Depending on the original method of payment refund may take **** business days. 

  Customer Answer

  Date: 01/16/2023

  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:

  [It is false on its face. Both the emails sent to me by the company and the invoices on their own website show the correct/ desired mailing and billing address. They shipped the items to another address in error

  The address the sent it to is an old address where they years ago had sent me another order but ALL of the paperwork for this order shows the correct current address as that is the one I entered ]

   

   

   

   

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

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