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:03/21/2025

  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 have an order with Fragrant Jewels that was placed on March 12 and fulfilled for shipment on March *******. I checked shipping on their site and ****** canceled my shipment. $55 was available in my bank account and taken out and cleared my account. I have inquired of Fragrant Jewels numerous times with no response other than thank you for reaching out. No answers or updates or refund.

  Business Response

  Date: 03/21/2025

  **** you for bringing this to our attention. We value customer feedback and strive to resolve any concerns in a timely manner.
  We have reviewed the customers complaint regarding their order, *********. The customer stated that they reached out multiple times and did not receive a response. Upon reviewing our records, we see that the customer initially reached out to our email support team on 03/21/2025 at 11:07 AM PDT. A detailed response was sent to them at 12:53 PM PDT on the same day. We acknowledge that the customer may have expected a quicker response, but we strive to respond to all inquiries as promptly as possible, typically within a few hours.
  In our response, we provided the necessary tracking information and an update about their order. The email read:
  Your updated tracking number is **** **********************, and your order is scheduled for delivery on 03/24/2025.
  We understand the frustration caused by delays and strive to ensure transparency regarding the status of all orders. The issue with the tracking was related to an update from the carrier, and we are committed to working with the customer to ensure their satisfaction.
  We are fully dedicated to providing excellent customer service and are always happy to assist with any inquiries or issues. We have also reviewed the customer's cancellation of their Inner Circle membership, and we regret any negative experience they may have had. We hope to continue resolving this matter in a manner that satisfies all parties involved.
  Thank you for your attention to this matter. We remain committed to improving our service and appreciate the opportunity to address any concerns.

• Initial Complaint

  Date:02/11/2025

  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.

  On November 25, 2024 I requested to cancel my monthly subscription to Fragrant Jewels because my husband no longer wanted these funds withdrawn from the bank account. I contacted ********************** and was assured this monthly subscription was canceled. I was not charged for 2 months then randomly with NO notice whatsoever we were charged $48.76 on January 27th 2025 which overdrew our account and caused a $37.00 overdraft fee on the account. My husband informed the bank this was an unauthorized charge. The **** said to contact the company which I did and again was assured the subscription was canceled. But we were still charged and they refuse to issue a refund. The product was delivered after I was assured it was canceled. I offered to pay the return shipping myself to return the product for refund but the company will not allow this even though it was their mistake; charging us and shipping it anyway after it was canceled in November.

  Business Response

  Date: 02/18/2025

  We have already taken action to resolve the issue. On February 12, 2025, a full refund of $48.76 was issued to the customer, and they were notified accordingly. We have communicated this resolution to the customer, and the matter has been settled on our end.
  Should the customer have any further questions or concerns, we are always available to assist them. We apologize for the oversight and any inconvenience caused.

• Initial Complaint

  Date:01/02/2025

  Type:Delivery 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 2 Christmas ***** candles on December 8th, 2024. During the purchase, it said it required 5-7 business days to ship. It later updated to arrive by December 24th. It was supposed to be a gift for my mom. It arrived December 29th. I contacted customer service twice to get updates on when my order would arrive with no response. When the order finally arrived, I received 2 Academy of Magic candles. Again, I reached out to customer service via email and received no reply.

  Business Response

  Date: 06/19/2025

  We sincerely apologize for the delay in responding to this customers emails unfortunately, we did miss some correspondence during this time period. We also want to note that we were able to communicate directly with this customer and they had informed us they would retract the BBB complaint, as their issue was resolved.
  
  During the period of this issue, the majority of our customer service agents were unexpectedly let go, which caused delays in response and longer than normal resolution times. In this case, once a customer care agent was able to reach out, it was explained that the original candle ordered was no longer available, and we offered the customer the option to choose a replacement candle of equal value. The customer made their selection and we created a new order (FJ8198887) for a Caf FJ: Pumpkin Spice Latte - Sip Happens Jewel Candle, size 5, at no charge to them.
  
  Upon receiving the shipping notice, the customer replied, I just wanted to say thank you for following through on sending me a candle to rectify the Christmas situation. My candle just arrived today, so this should be the end of our correspondence. Take care, be safe."
  
  We again sincerely apologize for the inconvenience and time it took to fully resolve this issue. We are truly grateful to this customer for allowing us the opportunity to make things right and are happy that in the end, they received the desired outcome.

  Customer Answer

  Date: 06/23/2025

   
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/31/2024

  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 12/2 I made a large purchase and when I received the receipt it said shipping in 5 to 7 days. On 12/10 I sent the 1st email since I had not received word yet. I got a robot response. On 12/12 I sent an email asking when the products would get here as they are Christmas presents since it now 8 days later and no word. The response I got back is they are behind and they will get them as soon as possible. I then emailed again on 12/17 letting them know that there is still no word that I have not received my items and they are not shipped yet. Once again I got a cookie cutter response same as before behind and will get as soon as possible. On 12/20 I sent an email because they finally said that they shipped my items but they would not get to me until 12/28 because they sent it standard. Well that was unprofessional. They new they were late on their end! They should have sent the items priority or 1st class so they got to me on time. Why would they advertise 5 to 7 days shipping if they can not deliver! They at this point should be made to put that it will take at LEAST 1 MONTH to get you your products! Because even though today is 12/28 and that is when it was to be here it still is not and now it says it may come tomorrow. When I kept asking for customer serves to give an explanation and how they will fix this. I just go cookie cutter responses without feelings as in AI did the writing. I do not want this to happen to other people, The same happen last year to me and I thought ordering the 1st week of December would be better but I was wrong. The company is just that bad and they do not care about the customer.

  Business Response

  Date: 01/10/2025

  We appreciate the opportunity to address the concerns raised by the customer. Below is a timeline and summary of our actions regarding the order in question:
  Initial Customer Contact (12/10/2024):
  The customer reached out to inquire about the status of their order. At this time, our customer service team informed them that there was an unexpected delay in processing and shipping their order due to high demand during the holiday season. While we were unable to provide an exact shipping date at that moment, we assured them that their order was being prioritized.
  Further Customer Contact (12/20/2024):
  The customer reached out again, expressing frustration that the order had been shipped via standard shipping and suggesting that we should have upgraded it to priority shipping. We explained that customers have the option to select priority shipping at checkout, but the customer had not chosen this option.
  Order Delivery and Resolution:
  Both packages were delivered on 12/30/2024.
  On 12/31/2024, we issued a partial refund of $80.00 to the customer as compensation for the inconvenience they experienced.
  Additionally, we provided two gift cards totaling $35.00 ($10.00 and $25.00) as a gesture of goodwill.
  Explanation Provided:
  We explained to the customer that, while we work to ensure timely delivery, once a package is released to the carrier, delivery delays caused by the carrier are unfortunately beyond our control. Holiday demand exacerbated these challenges this year.
  We value our customers deeply and take their concerns seriously. We regret that the customer had a less-than-satisfactory experience with this order and have taken steps to address the issue, including compensating the customer for the inconvenience and improving our communication to prevent similar issues in the future.
  If any additional information is needed, we are happy to provide it.

• Initial Complaint

  Date:09/10/2024

  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 July 3, 2024, I made two orders for ***** each. One order was paid with gift cards and the other order was paid with a combination of gift cards and credit card. On July 3rd, Fragrant Jewels terminated my account and said all outstanding orders and gift cards would be refunded. On July 7, they officially canceled the two orders but did not issue a refund. It is now Sept 10, 2024, and nothing has been refunded still. For one order, I am owed. 4.23 to my Mastercard and ***** to my gift cards. For the other order, I am owed ***** to my gift card. However, since they recently deactivated all my gift cards and stole the funds from me, I am owed ALL the money back: $61.30.

  Business Response

  Date: 09/11/2024

  Dear Better Business Bureau,
  
  We appreciate the opportunity to address the complaint filed regarding our company.
  Upon thorough review, we found that the account in question was closed due to multiple violations of our Terms of Service. Specifically, there were over 15 accounts created under various aliases, which were used to abuse our monthly subscription membership, discounts, gift cards, and website policies. Additionally, we received complaints from other customers within social media groups regarding the conduct of this account, which further necessitated our actions.
  
  As per our standard procedure, we notified the account holder via email of the termination and referenced the applicable clauses in our Terms of Service regarding fraudulent activity. Following this termination, we continued to detect and cancel new orders attempted under additional alias accounts, including an order placed earlier this week. We believe the filing of this complaint may be in direct response to the cancellation of that most recent order.
  
  Lastly, it is important to note that the contact information provided in the BBB complaint does not match the account name or details associated with the order mentioned. This inconsistency further supports our decision to uphold the termination of these accounts.
  
  We stand by our actions as they are in line with our company policies, which are in place to ensure fairness and integrity for all of our customers.
  
  Thank you for your understanding.

  Fragrant Jewels

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22266241
  
  I am rejecting this response because:

  Their response does not address the issue of the complaint.

  I am not disputing the account termination. They have stolen my money. The purchase was made with my Mastercard 9960 and it was not fraudulent. 

  I am disputing the merchandise and gift cards I PAID MONEY FOR that were not refunded as stated. I submitted the complaint under my legal name  (******) + **** name "****" but for some reason it only showed up as "Asmara"  and that is why it does not match "the account name" but my legal name is ALSO on the account.

  ******************** - you have all the documents and you can see they canceled the orders and never provided the refunds.

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

  Business Response

  Date: 09/12/2024

  Thank you for your recent communication regarding your complaint.
  
  We understand that you do not agree with our initial decision.
  
  We regret to inform you that our initial response stands unchanged. At this time, we have no further action or response that can be made.
  
  We appreciate your understanding and thank you for your attention to this matter.
  
  Sincerely,
  Fragrant Jewels

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22266241
  
  I am rejecting this response because:

  They are not addressing the issue that refunds are owed for disabled gift cards and canceled orders. 

  BBB - please step in.

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

• Initial Complaint

  Date:07/08/2024

  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 have been a customer of **********************, a self care candle and bath bomb company based in ****** ** that puts jewelry in their products since 2016, Beginning on or around July 19th 2024, *******************************, a **************** Manager for **********************, began to take actions against my FJ account, first by banning and blocking me from the *********** pages and then at 11:59 EST, July 3 2024 at the start of a Holiday weekend, with no warning, he deactivated my account after 9 years of patronage. I received a generic email saying my account was being terminated because allegedly I broke their TOS yet was told nothing of what that was or given an opportunity to correct what the problem was. In the past, I had spoke with ******************************* on the phone when an issue had come up regarding an order I placed and always had had a polite, respectful and friendly conversation with him, yet this time he had refused to answer, return or respond to my emails requesting a response as to why he has taken these actions against me. This is a company that has orders being delivered incomplete with missing items or wrong items. It became normal to have to video tape the unboxing because ******************************* would accuse customers of tampering with the orders by removing items in order to receive them for free. Even with incorrect deliveries that took a crazy amount of time to be processed, fulfilled, shipped and finally delivered, to say I am perplexed is an understatement. I would like to know why I was not contacted during normal business hours to discuss my account. I would like to know why my account was taken away at midnight at the start of a Holiday weekend. At any given time ******************************* or his Supervisor could have contacted me during normal business hours to discuss with me any problems with my account. I would like ******************************* or his Supervisor to contact me with an honest, truthful explanation as to why these actions were taken against me.

  Business Response

  Date: 07/08/2024

  Hello ******, 
  
  We hope this message finds you well.
  
  We regret to inform you that, effective immediately, your account with ********************** has been terminated. This decision has been made in accordance with our Terms of Service, which you agreed to upon creating your account.
  

  For your reference, you can review our full Terms of Service here: ****************************************************************.
  
  Please note that this termination is final, and we are unable to offer further assistance or communication regarding this matter with any and all existing accounts. Any outstanding orders or balances will be canceled and refunded back to the original method of payment, including any open gift cards.
  
  We appreciate your understanding and thank you for your past patronage.
  
  Best regards,
  Fragrant Jewels

  
  Please do not reply to this automated message. 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21949710
  
  I am rejecting this response because: Fragrant Jewels is refusing to say exactly what in their Terms of Service I broke. Having been a loyal customer for over 9 years with over 77k points, indicate my good standing as a customer with **********************. I have repeatedly and respectfully tried to contact *******************************, who is Fragrant Jewels ************* Manger only to be ignored and given the same generic response they submitted here as to why my account was terminated. After 9 years and many thousands of dollars spent, I deserve some respect and courtesy of a reasonable, truthful explanation as to why such action was taken against me especially seeing as it was done July 3rd at 11:59pm the start of a Holiday weekend with no way to contact anyone. At any given time prior to the start of a Holiday weekend in the middle of the night, Fragrant Jewels could have contacted me to discuss any issues with my account. Instead, they waited until the middle of the night on a Holiday weekend to terminate my account with no discussion.
  I respectfully request an investigation into why my account that has always been in good standing has suddenly been terminated for no reason.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/09/2024

  Dear ******,
  
  Thank you for your recent communication regarding your complaint. We understand that you do not agree with our initial decision.
  We regret to inform you that our initial response stands unchanged. At this time, we have no further action or response that can be made.
  
  We appreciate your understanding and thank you for your attention to this matter.
  

  Sincerely,

  Fragrant Jewels

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21949710
  
  I am rejecting this response because:Once again Fragrant Jewels and ******************************* refuse to answer the question of what rule did I break of their Terms of Service.

  It seems to me, that because they are refusing to answer my question, they just decided to terminate my account for no legitimate reason.

  I respectfully request a truthful and complete answer as to why my account was terminated and to please stop with the generic replies as we both know I did not break any of the Terms of Service or any rules period.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/28/2023

  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.

  On November 24th, 2023, I took advantage of one of Fragrant Jewels' Black Friday specials and placed and order for a number of Holiday gifts. When the order had not even been fulfilled a week later, I emailed ***************** they apologized and promised to escalate the matter. When nothing happened a week after THAT, I emailed again. The next day, all customers received a form apology email stating the company had been overloaded and was delayed in sending orders. I then received a response to my second customer service email that was copied and pasted from the mass email. As the holidays approached, I send a THIRD customer service request for information, and received ANOTHER copy and pasted email from a mass email sent earlier that week regarding back-up orders. When I FINALLY received tracking information, it was incorrect and my package was untraceable.At this point I had ordered back-up gifts from a competitor that had already been delivered. When the items did finally arrive, two days before Christmas and a full month after I ordered them (far beyond their promised shipping time) I requested that I be sent return labels, as I have also not opened any of the boxes. Those labels have not been forthcoming.I am more than willing to return these items as I no longer have use for them, and the handling of this whole situation by Fragrant Jewels (copy and pasted **************** responses, continuing to run sales despite existing orders being unfulfilled, promotional items delayed/not forthcoming) means I no longer wish to do business with this company. The items are still in their boxes and can be re-sold.I just want my return labels and my money back.

• Initial Complaint

  Date:12/27/2023

  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.

  Order from this company on Nov 12, 2023. Expectations were set for shipment within 5-7 business days. It is now Dec 29 2023 and my order still has not shipped. Company set a communication stating orders were delayed, but ALL orders placed prior to Drc 08 would Arrive prior to Dec 25. After repeated attempts to get updates on my order, nothing was sent back through multiple avenues. Company also performed a full fund capture of my funds prior to shipment of my order causing me to lose these funds without the return of goods purchased. This is unacceptable behavior for an ecommerce company.

• Initial Complaint

  Date:12/18/2023

  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.

  This is the first time I've ever needed to do this. I placed an order with the company on December 5th. They promise 5 to 7 business days for shipment. It's been over 7 business days and nothing has shipped. This item bought for Christmas won't be here. I'm upset. Everything I bought was on clearance and discounted so I don't believe they needed the extra time to make them by hand. They already had them ready in inventory. I've contacted them through phone and no one will pick up. I sat for hours and no pick up. They say they have a chat button but do not. I've spammed emails to them asking for a refund as it's been past 7 business days for shipment and no activity. I've been ignored. They won't even accept, took down feedback from their site I placed. They keep sending Christmas emails out for deals everyday and no one seems to be even getting their stuff for Christmas. Also I started getting a load of fishing emails that are fraudulent after using this website for a purchase. Which I never had like this before. I had accidentally clicked on their website and backed out going shopping for Christmas. They automatically sent me an email with a deal code. I never even entered the email into their site. They just had it and automatically used it. I checked it out and placed an order with the discounted clearance bath bombs to try out. Then I started getting a load of phising emails saying I have an invoice of $598 I need to pay and to contact customer support.

• Initial Complaint

  Date:12/18/2023

  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.

  I have never been so upset a week before Christmas. I placed a large order on November 28th for $146. My order Order #******* said it was shipped on December 6th. I called FJ on December 11 and was promised the case would be escalated and I would receive my order by Christmas. Today is December 15. I was just told that due to YOUR mistake....my order would have to be re-ordered and I wont get it before Christmas. I am furious. I ordered a MONTH in advance of Christmas and now I am stuck with no gifts for my family.When I ordered, there was an arrival guarantee by Christmas. On the **** app, there is a shipping time of 5-7 days as well. After keeping my money for ******************************************************************** now I get no response from ***************** This company is notorious for slow shipping but are now offering large discounts on products they do not have or can not manufacture in a reasonable amount of time. I've decided to cancel my membership as well. I have never been so disappointed.