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Business Profile

Online Retailer

FragranceX.com, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 67 total complaints in the last 3 years.
  • 30 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/08/2022

    Type:Product Issues
    Status:
    Answered
    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:
    Answered
    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:
    Answered
    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. 

FragranceX.com, Inc. is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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