Complaints
Customer Complaints Summary
- 210 total complaints in the last 3 years.
- 119 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/26/2025
Type: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 had a negative experience with Dossier, a company I placed an order with on 3/23/25 (early morning 3/24/25). I did not receive a confirmation email after my purchase total $103.46, $99.12 for perfume, and $4.34 for the first monthmembership. I reached out to them via WhatsApp the same day shortly after I ordered. I was informed that they dont send out confirmation emails until the order has shipped. Three days later, I contacted them again through WhatsApp. This time, I was told that the confirmation email had not gone through. I asked them to verify the email address they had been using, and it turned out to be incorrect. I provided the correct email address, even though I had received several promotional ads from them at the correct address.I requested a confirmation email multiple times, as well as information on how to cancel my membership, but they never responded. I never received my order confirmation, tracking number, the product itself, or the requested information of how to cancel the membership.
Business Response
Date: 03/31/2025
Hello,
Thank you for bringing this to our attention.
We have thoroughly reviewed your case, and we can confirm that appropriate action has been taken to resolve the matter. We appreciate your patience and understanding.
If theres anything else we can assist you with, please let us know.
Best regards,
Team DossierCustomer Answer
Date: 04/08/2025
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:03/19/2025
Type: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.
Made a purchase in December, received product ordered. Over the next three months received recurring $39.90 charges with no product or communication of any kind. Unable to contact Dossier, working with bank to pursue reversal of charges. Thieves!Business Response
Date: 03/24/2025
Hello,
We appreciate your patience while we reviewed this matter.
We can confirm that the issue has been addressed. If you have any further questions, please dont hesitate to reach out.
Sincerely,
Team DossierInitial Complaint
Date:03/12/2025
Type: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 fraudulently being charged a monthly charge of $42.69 from Dossier ************ on 1/1/2025, 2/1/2025, and 3/1/2025 to my Discover Credit Card. I purchased some perfume and candles for my daughter for Christmas in December 2024. I never signed up for an account or agreed to any type of membership. I didnt notice the charge until I reviewed recurring charges on my Discover account. I have no account with ********************** *** They do not have a phone number on their website and you can only email or use WhatsApp. I have not received a response from Dossier yet.Business Response
Date: 03/14/2025
Hello,
We understand your concerns and appreciate your patience.
After reviewing your case, we can confirm that the issue has been resolved. If there is anything else we can do for you, please feel free to reach out.
Kind regards,
Dossier TeamInitial Complaint
Date:03/09/2025
Type: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 from this company and was automatically signed up for membership. I can't sign in to my account to use the credit or to stop my membership. No one responded to email or answered the phone. I am requesting a refund and cancelation from this companyBusiness Response
Date: 03/10/2025
Hello,
Thank you for your patience while we looked into this matter. We have reviewed your case and taken the necessary steps to resolve it. We regret any inconvenience this may have caused and appreciate your understanding.
If you need any further assistance, please dont hesitate to reach out.
Kind regards,
Team DossierInitial Complaint
Date:03/05/2025
Type: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 a Christmas gift from Dossier Perfumes for my daughter 12/24. Since then I have been charged a monthly fee for a club that I never joined. The company doesn't have a working phone number or email address. The "chat with us" button does not work.Business Response
Date: 03/10/2025
Hello,
We have reviewed your case and can confirm that the matter has been fully resolved.
We appreciate your patience and apologize for any inconvenience.
If you have any further questions, feel free to reach out.
Best regards,
Team DossierCustomer Answer
Date: 04/02/2025
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:03/04/2025
Type: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.
In November 2024, I knowingly purchased a few bottles of perfume from Dossier. I never created an account. Then in December 24, January 25 and February 25 they charged the card I used (for my one and only purchase in Nov 24) $43.15 each month. I NEVER subscribed . THIS IS A BLATANT SCAM. I emailed them a minimum of 6 times and received zero replies. The chat is useless. I got their phone number from my credit card company and guess what? Only a recording that does not allow you to speak to anyone, nor does it allow you to leave a message! They just disconnect. I see they have an F rating. Even that is too good for them. I want the $129.45 that they stole from me. How is this allowed to continue? Im sure Id be flabbergasted to learn how much money they are taking in every month by unscrupulous means. BEWARE!!!Business Response
Date: 03/05/2025
Hello,
Thank you for bringing this to our attention. We have thoroughly reviewed your case, and we can confirm that appropriate action has been taken to resolve the matter. We appreciate your patience and understanding.
If theres anything else we can assist you with, please let us know.
Kind regards,
********.Customer Answer
Date: 03/06/2025
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 (with reservation) and the matter has been supposedly resolved. Dossier has clearly bilked countless people using their subscription plan. I find their offer to refund my money satisfactory ONLY if they actually do it AND NEVER contact or charge me again. They have proven to be untrustworthy, and as I result I am hesitant to blindly accept that they will indeed give me a complete refund. Once they issue it (IF they do) I will totally accept the resolution.
Sincerely,
********* *****
Initial Complaint
Date:02/28/2025
Type: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.
Purchased 2/14/2025. I ordered 2 items. I didn't care of the fragrance of one of the fragrances so I returned it. A couple days later I used the other fragrance and there was absolutely no scent. I reached out to the company and they state that since I returned the other item there is no way for them to allow me to return the other item. I emailed over and over and they keep stating that there is no way that they can refund or exchange due to only allowing one return. They even stated that sometimes the fragrance/color can change. They are not standing behind their product. They are selling goods that they know may change scent and aren't willing to refund or exchange. In my opinion, they are scam and have taken my money without providing to me goods that I paid for.Business Response
Date: 03/10/2025
Hello,
Thank you for bringing this to our attention.
We have reviewed your case and taken the necessary steps to resolve the matter. We regret any inconvenience and appreciate your understanding.
If you need any further assistance, please let us know.
Sincerely,
Team DossierInitial Complaint
Date:02/28/2025
Type: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 with Dossier and was charged on 11/1/24. That was the only time I placed an order with this business. Apparently their business model is to auto-enroll customers in a subscription scheme and charge credit cards $43.89 per month. I attempted to use the website to cancel membership (that I never sought) and secure a refund for the February charge. On 2/26/25, I emailed **************************** to ensure cancellation and refund of the fees I was charged on 12/1/24, 1/1/25 and 2/1/25. I don't have evidence that a cancellation or a refund has actually occurred. I want a refund for the orders that Dossier entered on my behalf: (#******* - $43.89), (#******* - $43.89) and (#******* - $43.89). I want them to cancel any subscription / membership that they created for me. I want them to delete my credit card information and to never contact me again. I certainly do not expect to incur any further charges by Dossier. The response to the email that I sent on 2/26/25, did not address any of my requests.Business Response
Date: 03/04/2025
Hello,
Thank you for reaching out.
After carefully reviewing your case, I can confirm that this matter has been resolved. We appreciate your patience and sincerely apologize for any inconvenience.
If you need any further assistance, please feel free to contact us.
Kind regards,
Team DossierInitial Complaint
Date:02/24/2025
Type: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 cologne from ************ around $50 for Christmas. ************ has now charged my credit card repeatedly without my authorization and I had to contact **************** to stop payment. There is no way to contact This business and they do not respond to any emails. ************ is a scam and it is set up to steal money.Business Response
Date: 02/25/2025
Hello,
Thank you for reaching out.
After carefully reviewing your case, I can confirm that this matter has been resolved. We appreciate your patience and sincerely apologize for any inconvenience.
If you need any further assistance, please feel free to contact us.
Kind regards,
Team DossierInitial Complaint
Date:02/15/2025
Type: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.
Purchased perfume from this company, Dossier, for Christmas in December 2024. In January 2025 there were unauthorized charged of $43.09 on my credit card from Dossier. I did not notice until another charge of $43.09 occurred in February of 2025. The company has no live-person customer service, and you must inquire through ******** chat. After providing order numbers I found in my email search, I was notified that I was signed up for a monthly membership (D+ Store) which provides me with store credit of $39.90 per month. I have no way to access this so called "credit", which I did not request, since I never signed up for an account. They send you an email claiming you can "manage your account", but the links lead to ***************** The chat response says you will lose your "credit" if you cancel, but I don't have any way to cancel other than taking it up with my bank. They stopped responding to my chat when I inquired about accessing my account and informing them I plan to file a complaint with BBB.Business Response
Date: 02/20/2025
Hello,
We appreciate you reaching out about this issue.
Following a comprehensive assessment, we can confirm that the problem has been resolved. We regret for any trouble you may have had.
If there is anything else we can do for you, please do not hesitate to reach out.
Best,
Dossier Team
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.