Complaints

This profile includes complaints for Perfume.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Perfume.com

  5 Plant Avenue Hauppauge, NY 11788-3817

• 

  Perfume.com

  4909 5th St Long Island City, NY 11101

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:12/15/2023

  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.

  Residing overseas, I placed an order for two cologne bottles intended as gifts for a holiday party. The package arrived a day in advance, and upon initial inspection, the exterior of the box appeared undamaged, giving me confidence in the contents. However, as I lifted the box, an overpowering cologne scent immediately raised concerns.Upon opening the box, my dismay deepened. Despite both cologne bottles being seemingly sealed and in good condition, one had leaked. This wasn't a result of shipping mishandling; rather, it pointed to a flaw in Perfume.com's item selection and packing process. An unsealed, leaking bottle had been chosen and packed, causing the inner portion of the box, packing paper, and plastic wrap to be saturated with cologne. The leaked fragrance had even permeated the second bottle, affecting its packaging and scent.Upon notifying Perfume.com of this issue, their response, seemingly automated, expressed apologies for the "inconvenience." Despite engaging with them over the next two days, their proposed resolution was a mere 30% credit, despite approximately 30% of one cologne bottle having leaked out.Remaining composed but resolute, I communicated a deadline for either a full refund or coverage of return shipping costs. Their refusal to comply, insisting I bear the return shipping expense from overseas, was impractical and costly. In my repeated attempts to convey the urgency, it became apparent that Perfume.com was playing games.When the deadline passed without a satisfactory resolution, I fulfilled my earlier promise by contacting my credit card company. After narrating the entire ordeal, they promptly initiated a chargeback to Perfume.com for the entire purchase amount.In addition to this, I informed Perfume.com of my intention to share my experience and its outcome on the Better Business Bureau (BBB) platform. However, their apparent indifference suggested a lack of concern for customer feedback or reputation management.

  Business Response

  Date: 12/17/2023

  Dear ****,

  We sincerely apologize for the inconvenience you've experienced with your recent order from Perfume.com. We understand the frustration caused by the leaking cologne bottle, and we regret any disappointment this may have caused.

  We appreciate your efforts in communicating the issue with us, and we acknowledge the steps you've taken, including initiating a chargeback with your credit card company. We want to inform you that, given the initiation of the chargeback, the resolution process will now be handled between the involved financial institutions.
  While we regret that we couldn't address your concerns to your satisfaction during our direct communication, we assure you that we will fully cooperate with the banks to facilitate the resolution process.

  Your feedback is invaluable to us, and we are committed to reviewing our processes to prevent similar incidents in the future. If you have any further questions or concerns, please feel free to reach out to us.

  Once again, we apologize for any inconvenience caused, and we appreciate your understanding as we work to resolve this matter through the appropriate channels.

  Customer Answer

  Date: 12/27/2023

  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: 

   This makes it appear as though Perfume.com actually performed a good-faith action to resolve the multiple issues concerning my order; when, in fact, they simply sat back, did nothing (short of telling me in what appeared to be a form-letter that seemingly did nothing to address the specifics of my email to them, including how valued I am, how sorry they are for the inconvenience, and a ridiculous offer of either a 30% refund, or a full refund after return of the items - which would be costly as I live overseas and Perfume.com refused to pay for the return, but couldn't happen, anyway, because cologne was leaking out of at least 1 of the bottles, so I believe that no shipper would accept the items for return) waited for my credit card company to contact them regarding the chargeback because of the issues with the order. As such, in my opinion, this needs to be treated as a problem NOT resolved by Perfume.com, as I've seen in so many other cases re. Perfume.com on the BBB site, so that others will see that this is seems to be standard operating procedure of the company.The attached pictures were also sent to Perfume.com.

  As I first wrote to Perfume.com on Tue, 12/12/2023, including the 3 pictures, above:

  ...

  Sorry,
  but I’ve experienced problems with Order #: ********* as follows:
  Though
  the box itself was in excellent condition (so the shipping and delivery
  companies did nothing wrong), the box itself smelled like cologne – a bad
  sign.
  When
  I opened the box, the smell was more intense, and the inside of the box
  was wet.
  I
  first pulled out the Polo box:
  I
  found it to be wet on the outside, and smelling like Canoe
  I
  unwrapped it, and the Polo box, itself, ALSO smelled like Canoe
  I
  then pulled out the Canoe box, and it was very wet (through the outer
  plastic wrap).
  I
  then pulled out the Canoe bottle, and found that:
  The
  cardboard box containing the Canoe bottle was soaking wet
  The
  Canoe bottle itself was only about 2/3 full
  
  While
  the order arrived last night, just in time for these colognes to be given as
  presents during a holiday party that I’m holding, today, given the problems
  stated above (and supported by relevant pictures,, including the discoloration
  of the inner wrapping paper, the wetness between the Canoe box and the plastic
  wrap, the bleeding of letters on the outer side of the Canoe box, the quantity
  of Canoe cologne, etc., attached):
  I
  can no longer give these as presents.
  I
  now need to go our and spend time on purchasing other presents, to replace
  the defective merchandise that I received.
  
  I know
  that this was not intentional on your part, but I’m now suck – both present and
  money wise.
  
  Therefore
  I’m giving you the opportunity to make this right.
  
  I’ll
  give you till 5:00 PM ET tomorrow (Wednesday) to issue me a full refund back on
  my AmEx card for this purchase, including shipping, tax, etc., for a total of
  US $128.93, and if you’d like to include a wonderful credit to my Perfume.Com
  account, that would be great!

  ...

  That's pretty much it.

  In my opinion, there was no real action on the part of Perfume.com to resolve this issue, and they, themselves, did not resolve this issue, so this problem report should not be listed a "Perfume.com resolved his issue", and Perfume.com should not be given "credit" for the problems/issues.

  
  
  
  **** *
  
  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:11/28/2023

  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 purchased some items and was debited after making payments. Then someone sent an email, requesting for otp. I suspected a foul play and refused to send it. It was purchased over a week ago and no response, but cancelation.

  Business Response

  Date: 11/29/2023

  Dear **********

  Thank you for reaching out to Perfume.com. We sincerely apologize for any inconvenience you've experienced with your recent order.

  Upon reviewing your concern, we regret to inform you that we encountered challenges in verifying the billing details associated with your order. As a result, we were unable to proceed with the transaction, and your order has been canceled. Please be assured that your card has not been charged.

  It's important to note that when your order was initially placed, an authorization was initiated on your card. The amount you are currently seeing on your account is a pending authorization, not an actual charge.

  We recommend reaching out to your financial institution to inquire about the typical timeframe for such authorizations to clear. Depending on your bank, these authorizations can be removed from your account within one to ten business days.

  Once again, we apologize for any inconvenience this may have caused, and we appreciate your understanding. If you have any further questions or require assistance, please feel free to contact our customer service team.

   

  Customer Answer

  Date: 11/30/2023

  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.

   

  775940 is requested OTP for the transaction, kindly process delivery and intimate me on any issues encountered.
  
  Sincerely,
  
  *********************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:10/30/2023

  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.

  Refused to refund 100% for sending a defective product. Refused to send replacement.The closest offer was to charge me 20% for return without an original box which equates to over $30 to return the product. So, I pay them to return it and I am left with nothing? The product is unusable, so why would I pay to return it? It makes no sense.They can't resell it so why do they need the box? It's perfume and when I received it, I discarded the box and put the product on my dresser to use. Once my old bottle was gone, I tried the new bottle, but it sprays a stream and runs down the bottle. It leaves a runny spot wherever you spray it. I have used this same perfume for over 10 years and never had this happen. However, this is the first time I ordered from this vendor. I spent a long time chatting with their support and I have a copy of that chat for proof of their position, which is unacceptable. They also refused to give me any contact info for a manager or owner to help resolve the issue. They couldn't care less if you leave a bad review, but I will anyway.

  Business Response

  Date: 10/30/2023

  Hello,

  I hope this message finds you well.

  We would like to address the concerns you raised in your recent complaint regarding your order, which included a defective product. We value your feedback and want to clarify our position in an effort to reach a resolution.

  Upon reviewing the available interactions, I'd like to bring to your attention that during your chat with our support team, it was indeed communicated that we are willing to provide you with a full refund for the return. Perhaps you were not able to review this information before you disconnected the chat communication. We acknowledge your frustration and the challenges you encountered during your interactions with our support team. We apologize for the inconvenience you've experienced.

  We want to assure you that you can initiate a return without the original box, as we understand it may have been discarded. Our primary goal is to ensure that you receive the refund you deserve for the unusable product you received.
  You may use the return label we provided earlier by email to facilitate the return process. We will cover the return shipping costs to ensure you are not out of pocket for the return of the defective product.
  

  However, we would like to clarify our return policy, which is in line with industry standards: When returning a product, it is essential that the item is in the same condition as when you received it. This includes ensuring that the product has not been excessively used or altered in any way. While we do not require the original box for this return, we do ask that the product is returned in the same condition as when it was delivered (until the damage was found). Excessive use or alterations may result in deductions from the refund amount.
  

  If you have any further questions or require additional assistance, please do not hesitate to reach out to us directly.
  

  Your satisfaction is our priority, and we appreciate your cooperation in working towards a satisfactory resolution.
  
  
  

  
  

  Customer Answer

  Date: 10/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is both satisfactory and unsatisfactory to me. They stated that I was given the opportunity in the documented chat to receive a 100% refund WITHOUT the box, and it clearly shows the opposite! So no, I am not satisfied with having been put through this and then have them give me a backhanded response whereas they will now allow for a 100% refund. For the record, the chat proves that they never offered a 100% refund WITHOUT the box and are attempting to lie about it now to make me look stupid. 
  
  Sincerely,
  
  ********
  
  
  
   
  
  

• Initial Complaint

  Date:10/26/2023

  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.

  the order i specifically asked to have delivered to the TOP FLOOR ONLY... the package was left "at ***********" which is near the street... i did not receive it and it said it was delivered 10/25/23 the tracking was: *** tracking number ******************  and the order # was ******** I now demand a refund

  Business Response

  Date: 10/26/2023

  Dear *******,

  We appreciate your communication regarding your recent order, and we apologize for any inconvenience you may have experienced with the delivery of this package.

  First and foremost, we would like to express our commitment to resolving this issue as quickly and efficiently as possible. In this particular case, since a PayPal dispute has been initiated, it is essential that we follow the dispute resolution process outlined by PayPal. PayPal has specific procedures in place to handle disputes and claims, and we are fully cooperative with their guidelines to ensure a fair and equitable resolution for all parties involved.

   To facilitate this process and receive a speedy solution, we kindly request that you provide any additional information or evidence required by PayPal to support your case. In case you have any questions related to the PayPal dispute, I would advise you to contact PayPal directly.

  Thank you for your patience and cooperation as we work to address this situation promptly. If you have any additional concerns or questions, please feel free to contact us.

  Customer Answer

  Date: 10/27/2023

  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've spoken to the business over 6 times now and contacted *** then **** as directed and they in turn told me to go back to the business Perfume.com since they cannot assist.  Then Perfume.com told me go to paypal... i did that and put in claim and paypal told me to go back to perfume.com   now perfume.com is telling me go back to paypal... 

  perfume.com obviously does not care and is stealing my money... very upset   they can call me as i requested but they do not

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

  
  
  
  
   
  

  Business Response

  Date: 10/30/2023

  Dear *******,
   
  We apologize for this situation.

  From the moment that a PayPal dispute is initiated by the customer, we are unable to take any action from our end as that would compromise the PayPal investigation.

  Unfortunately, I must again advise you to reach out to PayPal to seek a resolution.
  

  If you have any additional concerns or questions, please feel free to contact us.

  Customer Answer

  Date: 10/30/2023

  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:

  [Your Answer Here]

   As noted to perfume.com PayPal told me to contact them for resolution now they are saying contact PayPal as far as Im concerned perfume.com robbed me!!!!

   

   

   

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

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

• Initial Complaint

  Date:07/27/2023

  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.

  I placed $188.83 order and never received my order and they refused to replace or refund my money. I usually order from FragranceNet.com a EXCELLENT PLACE but silly me, trying to save less than $20 and bought from this fraud company. I was lied too over & over for almost 2 months about a claimed they never put in a claim with the ***** I spoke with the **** states this company never took out a claim with them or took full insurance coverage out on my package and they will only cover $100 of my $188.83 and this company refuse respond to why they did not insured the full price of the money I gave them and all they say is the **** is responsibility for the full amount. Every time I called & spoked with them over 20 times & each time I given a different lie. DO NOT TRUST THIS COMPANY WITH YOU MONEY...there are so many good online perfume companies, but this is not one.They lied on the **** and gave me a fake claim# *******, when **** states that is not their claim#. THEY ARE A LYING DECEITFUL COMPANY!

  Business Response

  Date: 07/28/2023

  Hello,
  
  We sincerely apologize for the inconvenience you have experienced with your recent order. We understand how frustrating it must be not to receive your shipment as expected. However, after thoroughly investigating the matter, we wanted to provide you with some important information related to your case.
  
  As per our records, your order was indeed shipped on June 12th, 2023, and was subsequently delivered to your place of residence on June 14th, 2023, via ***** with the tracking number #**********************. We always strive to provide timely and reliable deliveries, and we sent the tracking information to keep you informed about the shipment's progress and estimated delivery date.
  
  In our efforts to assist you with this issue, we have been in constant communication with you regarding your order. During one of these interactions, you openly admitted that the shipment had been stolen from your property. While we empathize with the situation, it's important to note that neither we nor the shipping carrier can be held responsible for stolen shipments after they have been successfully delivered to your property.
  
  In response to your concerns, we promptly filed a **** claim on June 15th, 2023, and were provided with a **** claim ID number as confirmation of the claim submission. We shared several pieces of evidence with you, demonstrating the validity of this claim, including screenshots from the **** claim portal and the denial letter received directly from ****. The claim was denied since the shipment was confirmed as delivered, leading us to wonder who you spoke to at **** and why they mentioned a claim was never filed.
  
  Additionally, we would like to inform you that priority mail shipments can be insured for up to $100 in the event of mishandling by ****. Since your order was shipped using this service, the claim can only be approved for up to this insured amount. For more information regarding priority mail claims, please refer to the **** website at ************************************.
  
  Once again, we apologize for any inconvenience caused. We hope that you understand our position and that the information provided sheds some light on the situation.
  
  If there is anything else we can do to assist you further or if you have any other questions, please feel free to reach out to our customer support team.
  
  Thank you for your understanding.
  

  Customer Answer

  Date: 07/28/2023

  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:

  Everything in this company stated is a lie.  I have NEVER openly admitted the shipment had been stolen from MY PROPERTY, and Shame (manager) with the **** informed you HIMSELF that all packages from the community mailbox was stolen because the carrier made a mistake and left all mailboxes open and your company only have a $100 insurance coverage that the **** give to cover all packages and your company did not take additional insurance to cover the items of $188.83 the amount I paid you.    

  This company lied again because you never put in a claim on 06/15/23, they gave me a fake claim# ******* and later stated it denied because the mail carries stated regarding the claim on your order, and unfortunately, it appears that the claim has been denied. According to the driver, the shipment was confirmed delivered to the provided address. I later found from the **** that is not their claim numbers. You gave me a 7 digits and they claim numbers are 8 digits and when I confront you on it you state that is their claim number but later sent me another fake number. 

  I have been working very closely with the **** and manger try to get this resolved without your help. I asked the company over and over if they only have $100 insurance coverage and I paid $188.83 then they responsible for the remaining balance $88.83. I tried to get it resolved with my bank and because a third party afterpay whom I paid the balance in 4 payment is not the company whom is responsible. All I want is my $88.83 that would have been covered by the **** if they had did the right thing and took out the full amount to cover the items I bought from them. I have many more emails from this company with different excuses.   

  YOUR RESPONSE; ** ***** **** ** ******* **** ** *** ****** ** ***** *** ********* ******* ** ******* *** *** *** **** ******** ** ** ********* *** *** ** ******* **** ***** ******** **** **** ***** **** **** *********** *** *** ***** ** ********* **** *** **** ** ******** ** **** ******* ********************* ******
  *** *************
  *** *** ***** ******* ***
  ** *********
  ***** *** *** ******** ** *****
  ** ********* *** *** *********** **** ********* *** ******* ** ************ ** ***** **** *** *********** *** *** **** ** *** ******** *** *** ******* **** ***** *** **** *** *** **** ***** ** ********* ******** *** ** **** ******** ** ******* ***** ********* **** ******* *** *** ****** ******
  ****** *** **** **** *** ***** ** ***** ** *** **** ******** ***** **** ***** ****** ** ** *********** *** *** **** **** ** *** **********

  MY RESPONSE; OMG...This is how you get CAUGHT when you LIE! The claim# you have on your fake **** page at the bottom of this page is not the claim# ******* you gave me or the manager Shame from the **** on 05/15/23, and I just shared this information with him and he said thank you for lying on the ****. As I stated to you I had to put in a claim myself on 07/17/23 and it was approved on 07/17/23 for $100 only because you refuse to take full coverage amount of the $188.83 products I paid you for and that is not the **** responsibility, that was your Responsibility Only! I have forward all our correspondences with afterpay to show them what kind of people they are in business with. 

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

  
  
  
   

  
  

  Business Response

  Date: 07/31/2023

  Hello,
  
  We hope this message finds you well. 
  
  First and foremost, we sincerely apologize for any misunderstanding that *** have arisen during our previous interactions. Our intention has always been to provide transparent and honest support to our valued customers.
  
  Upon reviewing the recordings of our phone conversations, we can confirm that during our call on June 15th, 2023, you did mention the possibility of your shipment being stolen. We understand how frustrating it can be to face such a situation, and we empathize with the inconvenience it *** have caused you.
  
  Regarding the filing of a claim with ***** we want to reiterate that we did, in fact, file a claim on your behalf. As we mentioned in our previous response, one of our customer support specialists sent you an email containing the details of the claim, including the claim ID number. Unfortunately, the claim was denied by ***** as they found no fault on their part for the package's loss.
  
  We assure you that our company has no reason to deceive our customers, and our priority remains in ensuring a positive experience for each one of you. As a part of our standard procedures, we always strive to provide accurate information and offer solutions to address any issues that *** arise.
  
  We understand that the non-receipt of your shipment has caused frustration and disappointment. Please know that we value your business and are committed to resolving this matter in the most satisfactory way possible.
  
  If you have any further concerns or questions, please do not hesitate to reach out to us. We are here to assist you every step of the way.
  
  

• Initial Complaint

  Date:03/21/2023

  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.

  I purchased some perfume from perfume.com and my old address was already in the system. So purchased the item using quick pay and the order went to my old address. I cancelled the order online immediately and reorderd the product. So 1 wwek later called perfume.com to check my order status and was told both orders were coming. I told the representative one was going to the wrong address and it thought it was canceled.i asked can the order her sent to my correct address. The representative said no and go to the other apartment and get it. I told her I don't know these people and can she refund back my money. She said no because you sent it to the wrong address and take it up with uses. This was 3 months ago and would like a refund since they refuse to reorder my perfume.

  Business Response

  Date: 03/21/2023

  Hope you are well. We are sorry for any confusion you had when you placed the order. Please note that we have refunded this order as a one time courtesy. In the future you need to confirm the ship to address before hitting place order. This was shipped to the address that was entered into our system at checkout. This is why there was nothing for the agent to do. This was not our error.  Have a wonderful week. 

• Initial Complaint

  Date:02/12/2023

  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.

  I purchased 3 items from perfume.com on December 14th, 2022. The package arrived at my house on either December 16th or 17th. When I opened the box there were only 2 items and a little bit of paper packing material. I contacted perfume.com immediately. The representative I spoke with told me they always ship an invoice and the packing material isnt theirs. They sent an email and asked for pictures. I sent them pictures within 30 minutes. Didnt receive a response until almost a month later. I sent at least 6 emails and I called twice in that span. I requested to speak with a supervisor multiple times and have yet to have one even try to contact me. I called and tried to speak with a supervisor but I was told they dont speak over the phone only email. It took 2 months to receive my item even though they knew the whole time something happened with my package. I am still waiting for a supervisor to contact me. This customer service is unacceptable.

  Business Response

  Date: 02/13/2023

  Hope you are well. Please note that we advised customer that we need to file a claim with the carrier. We have reshipped out the item and it was delivered on February 8,2023. We have confirmation from the carrier. 

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

  Customer Answer

  Date: 02/13/2023

  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:

  [Your Answer Here]

   It took you 2 months to ship a replacement. In the mean time, I requested a supervisor and have still yet spoken with one. Your claim with the carrier is your claim with the carrier. You should  have sent me a replacement immediately. It was a Christmas gift. Its now February. Do you see the issue? Also, it shouldnt take a month to respond to emails.

   

   

   

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

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

  Business Response

  Date: 02/17/2023

  Hello ***,

  Hope you are well. It was never our intention to make you feel like this was your fault at all. Please note that we know that we shipped out all of the items. And that is why we had to wait for *** to confirm that they took out the item. Unfortunately, it took them 2 months to complete their investigation. As soon as we  received confirmation that they in fact removed the most expensive item from the order we reshipped the item out. Please note that a supervisor has followed up with you via email this morning.

  Customer Answer

  Date: 02/17/2023

  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]

   

   Too little too late. Nothing you say will change how poorly your companies customer service was towards my issue. I originally called and explained the situation over the phone. I was told the packing material and the lack of invoice was strange. I responded to the original request from your support agent within 30 minutes with the pictures requested. The pictures clearly show a different box, different packing materials, and no invoice. That should have been enough for you as a million dollar company to just make it right. But no. It then took about a month for any response to my email. Remember this was a Christmas gift. The lack of caring for my concern is unacceptable. Its very rude to ignore my emails for a month. I even called the support phone number a few times and they told me I would get a response. I requested a supervisor multiple times because of the lack of communication I was receiving. Never had one reach out. I called to try and speak with a supervisor. I was told they only email. Still never reached out. The only reason a supervisor emailed me is because of this complaint. Not because I requested one. Not ****************.

   

   

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

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

• Initial Complaint

  Date:01/23/2023

  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.

  I never received my order from Perfume.com and they refuse to refund my money

  Business Response

  Date: 01/23/2023

  Hello

  Hope you are well .Please accept our sincerest apologies for the frustration with this order. Please note that this order was marked as delivered on November 16th by the POST OFFICE. We filed a claim with the *********** on the customers behalf. We received a denial letter from the carrier over this past weekend. The ************* *********** are claiming that this was in fact delivered to the ship to address that was entered at check out. 

  However, we have decided to provide a courtesy and refund in full for this delivered not received order. Please accept our sincerest apologies as our goal is for all of our customers to receive their order in a satisfactory time frame and condition. Thank you for your patience while we sort through the issue. Have a wonderful week!

• Initial Complaint

  Date:12/28/2022

  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 was charged $48.10 for an item I didn't purchase. Tried calling the company and receive no answer,

  Business Response

  Date: 12/30/2022

  Hope you are well. Please note that we did not receive any emails or calls regarding this order. This order was placed online. The order was shipped out on December 8 and delivered on December 12.  We are truly sorry if someone hacked your information. We do our best to prevent this from happening.  I have FLAGGED the order for you which means that any information that  was placed into this order will be flagged and manually looked at. Please accept our sincerest apologies. We would be happy to email you a return label to return the order to us for a refund. 

• Initial Complaint

  Date:11/07/2022

  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.

  Perfume.com continues to fraudulently charge my credit card three times a month for the past consecutive 12 months $10 each time. I have tried contacting ******************* and provided proof of their charges and have not gotten any response. This is extremely concerning.

  Business Response

  Date: 11/22/2022

  Hope you are well. I am sorry for the confusion and frustration. We have answered all of your emails the same way. We are not finding an order with the information you are providing. We have attempted to find the subscription and are not able to find it. Please answer the email that will be sent again in case you did not receive them previously. We are doing everything we can to find the subscription order. Please note that we did not just randomly start  charging a random card. Someone placed this order with your credit card. Again we are truly sorry. I am hoping you can provide the information that is needed to find the order for you.