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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

  • 68 total complaints in the last 3 years.
  • 27 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:10/26/2022

    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.
    Order# ********, Order Date: 10/23/22, Order Total: $50.99, Order arrived damaged/leaking. Photos included.I am seeking a full refund, as the product condition is unacceptable.

    Business Response

    Date: 10/28/2022

    Hello *******,

    Hope you are well. I am sorry to hear that you received your item damaged. Please note that you never attempted to get in touch with us to resolve the matter for you. Please respond to the email that has been sent to you regarding your damaged item.   Once we receive an image of the item we can get this resolved as quickly as possible for you. Thank you and have a great day!

  • Initial Complaint

    Date:10/22/2022

    Type:Product Issues
    Status:
    Resolved
    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 October 17th, I purchased perfume from FragranceX.com (order # ********). The cost of my purchase after an applied discount was $35.70. I received tracking number ********************** for ***** On October 19th, my tracking number said that my package was delivered to my mailbox. I checked my mailbox and there was nothing there. I waited and checked again the following day (October 20th) and still nothing. After asking my neighbor, who often receives my mail by mistake, if they happened to get the package, they checked their mailbox and said no. I also checked with a neighbor whom I have mistakenly received mail from. I reached out to FragranceX.com support and shared my issue with them. They responded by asking me to verify my shipping address, which was correct, and did nothing else. I was not issued a refund or replacement. Prior to this purchase, I made a different purchase and received that item without a problem, so I was surprised about the lack of feedback and help for my recent purchase. I attempted to file a missing mail claim with ***** but the site says my claim cannot be processed at this time. So now I have no perfume and wasted money. I was hoping for a replacement or refund.

    Business Response

    Date: 10/24/2022

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

    Hope you are well. Please note that your order was delivered to the safe address you have attached to your PayPal account. As a courtesy we have marked a new order to ship out for you. Please be sure to keep tracking of the order once and email has been sent with the new tracking number. We are so sorry for the inconvience with the original package. 

    Customer Answer

    Date: 10/24/2022

    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,

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



     

  • Initial Complaint

    Date:10/18/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    First order was fully satified but didn't received my second order at all which I ordered Oct 7, 2022 for 130 cad. Their new courier (Apple Express) here in ****** didn't even sent a delivery notice and confirmation when they did the delivery Oct. 14, 2022. Only found out that they left it at the front door upon manually checking the status of the delivery. Package was nowhere to be found. Wife was at the kitchen near the door but didn't heard a knock for the delivery at the time indicated. Tried to contact both but being passed around. No option to have the delivery require signature. Very disappointed. Seems they only care about getting the money and to h*** if the customer receive their order or not. Will no longer order here and totally not recommended.

    Business Response

    Date: 10/19/2022

    Hello ******,

    Hope you are well. Please note that we have refunded you as a one time courtesy. Please note that we were able to provide you with proof of delivery that the carrier provided to us showing this was in fact delivered to your door. We are sorry for any inconvience this may have caused. Please accept our sincerest apologies. 

    Customer Answer

    Date: 10/19/2022

    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,

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



     

  • Initial Complaint

    Date:10/06/2022

    Type:Delivery Issues
    Status:
    Resolved
    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 9.22.22, I ordered a fragrance from this company on-line. I've ordered from this company before and don't recall ever having a problem. About a week or so after I placed the order it arrived. However, the top of the box was completely ripped off and the fragrance removed. I Immediately called them. I was told to send a photo of the box which I did. I had no idea what a photo of an empty box and the lid would show them but I did what they told me. They confirmed that they received the photo.I was also told that the problem would be resolved in about three business days. From that point on, the only correspondence I am getting from this company states that their packages are all checked and rechecked prior to shipment and no way could the box have been received empty! I've tried and tried to get them to understand the contents were taken and not that the box was received empty!!!They're making me feel that I'm trying to pull a fast one by getting another bottle of cologne for nothing! This is disgraceful and most aggravating.I am a 76 years old male and have been ordering on-line for more years than this company has existed. I am unable to make any head-way with them. I've even gone through PayPal in an effort to either get a credit for the "stolen" merchandise or to have it replaced,Please feel free to call me if you have any questions or need any additional information.Thank you for your time.Regards,********************* ************

    Business Response

    Date: 10/19/2022

    Hello *******,

    Hope you are well. Please note that we provided you with a courtesy refund on October 10, 2022. We are sorry for the frustration this may have caused you. 

    Customer Answer

    Date: 10/20/2022

    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,

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



     

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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