Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/09/2023

  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.

  Placed an order Dec. 10th and never received it...It is Jan. 9th. received the charge on my credit card for $30.83 for items never received. Tried to call the Fragrancex and they will not answer the phone....

  Business Response

  Date: 01/10/2023

  Please note that the customer requested this order be canceled and refunded. So this order was canceled and refunded on December 7, 2022. I have attached the chat. Thank you! 

• Initial Complaint

  Date:01/06/2023

  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.

  BEWARE OF THIS COMPANY. They took my money for perfume and kept putting on $1 authorizations. They kept telling me the bank didnt have my correct address even though they did. It was a huge hassle and I believe they had no intention of sending it. I bought it directly from Clinique and has NO trouble with my address.Interesting isnt it?

  Business Response

  Date: 01/09/2023

  Hope you are well. Please note that the bank did state that this was the wrong street address as stated in the emails from our billing team. We are truly sorry we were only going off what was being advised to us from the bank. The street address is coming up wrong but the postal code was coming ok. We need BOTH the street address and the zip code to come up OK OK in order for us to ship out the order to you. We are sorry for the frustration that was had regarding this order. But there was no error from our side. Maybe your bank but the billing details are wrong or they have an older address. But the street address is clearly wrong when we attempt to verify the billing details associated with this card. We are extremely sorry again we hoped that it would work out. I have attached a screenshot showing you what we are seeing on our side. 

• Initial Complaint

  Date:01/04/2023

  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

  Business Response

  Date: 01/05/2023

  We are sorry for the frustration with your 2 orders. Please note that the first order you did not apply the coupon that is why you were charged $510.38. You then emailed and the order was canceled and refunded on December 28, 2022. We have no control over when VENMO releases the money back to the account. We can assure you that it was refunded and taken from our account already. 

  We completely understand the frustration with the situation for order # ********* This order was shipped out on December 29, 2022 to the address that was provided at check out. The order was shipped with all 3 items. We know this because we weigh all of our shipments before they are shipped with the carrier. According to the carrier this was delivered on January 3rd.  When you called and advised that you did not receive the order. We filed a claim with the carrier immediately. When we receive a response from the carrier we will reach out to you.  With any luck the carrier may have marked it as delivered but then realized there was no safe place and took it back to redeliver it. Unfortunately we do have to go by the carrier and what they are saying. They will do a complete investigation and if they did any wrong they will approve the claim and we can refund you.

   

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

• Initial Complaint

  Date:12/12/2022

  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.

  **************** person Mariz, didn't even read my complain, told me to go to the provided address to get my package. The strange thing is, I live at the address. Their system ignored my apartment number lost my package. No body can deliver a package without an apartment number in an apartment building.I am lost my money and time. I bought the fragrance as a Christmas gift and now I don't have anything. I'll have to buy again, don't even have enough time and this company can't help in anyway. Never going to shop here again.

  Business Response

  Date: 12/13/2022

  Hope you are well. Please note that the customer did not put the apartment number in the address at checkout. I have attached the customers address exactly how they have it in the account. We can file a claim for the customer. As soon as we receive a response we will reach out to the customer. 

  Customer Answer

  Date: 12/14/2022

  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:

  If the apartment number is missing, how the shipment get delivered? and I was told to go to the address to get my order. I live in the building, the address I provided, where should I go? 

   

   

   

   

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

  
  Sincerely,
  
  ** *****
  
  
  
  
   
  

  Business Response

  Date: 12/15/2022

  Please note that the customer did not enter the apartment number when the order was placed. It is possible that the post office recognized the customers name and thought they knew what apartment number. We have filed a claim with the post office regarding this delivered not received order. I was advise the customer to maybe ask the building management if they received the package in the mail room whether it was the post office that left it there because no number was provided. Or maybe if another person received the order by mistake that they brought it to the main office or mail room. As soon as we receive the claim outcome we will reach out to the customer. 

• Initial Complaint

  Date:12/08/2022

  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.

  On December 4, 2022, I placed an online priority order for perfume. I did not receive the order as I paid for next day shipping. I even contacted FragranceX customer service and was supposed to receive a follow-up email. I am very disappointed in the service overall and I am requesting a full refund.

  Business Response

  Date: 12/09/2022

  Hope you are well. Please note that the order was placed on December 3, 2022 at 7:01 PM when the warehouse was closed. The order was then shipped out on December 4, 2022 with the carrier. The order was then in transit to the customer December 5, 2022, and was delivered on December 6, 2022. This would be the second business day. We state next day air is 1-2 business day. NOTE SATURDAYS AND SUNDAYS ARE NOT BUSINESS DAYS. This order was left in a parcel locker at the customers ship to address. We have filed a claim with the carrier on the customers behalf. As soon as we receive the outcome of the investigation we will reach out to the customer with a resolution. 

• Initial Complaint

  Date:11/29/2022

  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.

  This company continues to take money on orders that never arrive. This is the second time I have tried to order from them and they are using a very suspect shipping solution that magically claims to have buzzed me (twice now on two orders) for delivery when they haven't. Securing a refund from them (a resident of ******) takes hours on the phone and their customer service reps have no management to escalate to. Also, their "investigations" with the shipping company takes 10 days and then their refund process takes longer. The last time I tried ordering from them it took a month. They assured me it was a one off exception and now here we are again. Someone needs to hold this corporate entity to account even if it is only their BBB rating slipping so other consumers will know to avoid them.

  Business Response

  Date: 12/02/2022

  Hope you are well. We are truly sorry that there is some issue with packages being stolen from the property. Please note that we have already refunded for this order. We have shipped out both orders and both were delivered to the address that was provided at checkout. Order number ******** was shipped and delivered according to the carrier. We refunded this order as a courtesy for claiming not received. That order was shown as delivered on August 2. 

  Now claiming this order as delivered not received which was delivered according to the carrier on November 26, 2022.  Which we also refunded as lost for another courtesy. Please note that we have shipped out both orders complete. We have also refunded for both order even though the carrier has marked both delivered to customer. We are extremely sorry if orders are being stolen the residence. Have a wonderful holiday season. 

• Initial Complaint

  Date:11/25/2022

  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 made an order on October 27th for some cologne, it is now November 25th and I still have not received it , landmark global ( shipping company) has no clue where it is, neither do there partners intelcom express , I've been back and forth with customer service at ******************** , they aren't able to do anything productive to find the package and are reluctant to refund me, which they have to by ******** consumer laws if the package hasn't arrived after 30 days.

  Business Response

  Date: 11/28/2022

  Hello *******,

  Hope you are well. We are so sorry for the frustration this has caused you. We would never want you to pay for something you did not receive. We were waiting for the carrier to confirm that they lost the package being we can see it was never delivered. Unfortunately they are taking forever. We are not going to make you wait any longer. You have been refunded in full for the order. Please accept our sincerest apologies. Have a wonderful holiday season. 

• Initial Complaint

  Date:11/13/2022

  Type:Order 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 November 12 2022 on Saturday at around 5 pm I made a purchase of perfume and I cancelled the order and never got the money back

  Business Response

  Date: 11/14/2022

  Hope you are well. Please note that the customer placed 5 different orders. They were ALL canceled.

  Order # ******** was placed on November 12, 2022. Was then canceled and refunded on November 13, 2022.

  Order # ******** was placed on November 12, 2022 was canceled on November 12, 2022 was not charged.

  Order # ******** was placed on November 12, 2022 canceled on November 13, 2022 by the customer was not charged. 

  Order # ******** was placed on November 13, 2022 and canceled on November 13, 2022 was not charged. 

  Order # ******** was placed on November 13, 2022 and canceled on November 13, 2022 was not charged. 

  Please note that refunds may take up to 7 business days depending on your bank.

  It looks like out of the 5 orders that the customer placed only 1 order was actually charged. This order was then canceled and refunded on November 13, 2022. Depending on the customers bank this may take up to 7 business days to update into the account. 

  Please note that the other 4 orders were NOT charged and we never received money for them. The customer could be seeing authorizations but this is something the bank needs to release. The orders were declined on our end therefore no SETLLEMENTS were made with the other 4 orders. Thank you and have a wonderful day!

• Initial Complaint

  Date:11/02/2022

  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 ordered a Bottle of perfume for 306 (*****) from the above site and it was said to be shipped by 9/7/22. Yet i still have no package but the package says delivered. So i reached out to the company and they have do nothing. They asked me to file a claim and basically find my package. I tried to file a claim and it wouldnt let me. This process has been stressful, annoying m, lacking of empathy and understanding and down right unprofessional. From where Im standing there has been no urgent or rigorous attempt to try In resolve this issue. At this point i dont even want another package. I just want my money back. Order number: ******** Tracking number: ******************

  Business Response

  Date: 11/08/2022

  Hope you are well. I am sorry to hear that you did not receive your order. I completely understand your frustration, however we do have to follow procedure and make sure that all the necessary steps have been taken to try and get this sorted out.  We have followed a claim with the carrier and it is still under review. This was delivered to the address that was provided at check out. As a one time courtesy I have refunded you for this delivered but not received order. We are sorry again for the delay in getting this resolved as quickly as you would have liked. But as I stated we have to make sure that all efforts in finding this delivered order were made before just refunding. Thank you and we hope you have a wonderful day!

• Initial Complaint

  Date:10/31/2022

  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 returned an item to Fragrancex.com because they sent me the wrong item and there was two items in this order. 1 product was $297.49 before tax 2 product was $14.88 before tax Including taxes for both items the total is $342.83 I returned the $297.49 product and kept the $14.88 product. They refunded me only for the product itself ($297.49) and are refusing to refund the taxes for this item. So, now Im paying $30.36 taxes on a $14.88 item. It is the companys fault the sent me the wrong item and now they are keeping the taxes.

  Business Response

  Date: 11/01/2022

  Hello ********,

  Hope you are well. We are truly sorry that you received the wrong item. You were refunded for the item once we received the return. We are sorry that the tax was not included in that refund. It usually is automatically included when we receive the returns. But I guess because this item was not in the order it did not include it. I am truly very sorry for the miscommunication. You have been refunded for the tax now. Please allow  2-5 business days for the refund to get back into your account. Thank you and we hope you have a wonderful day!

  Customer Answer

  Date: 11/01/2022

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