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:08/21/2023

  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.

  July 11, 2023 $83.27 The businesss advertisement of the product described a candle, a bath bomb, and ten rings. The wording and photos implied that this was a set of ten rings, not two random ones. I did contact the business and they were condescending and obviously used to this type of complaint. I have photos of everything to make the issue clear and concise.Thank you

  Business Response

  Date: 08/23/2023

  Hello ****,
  
  I appreciate your time in speaking with me earlier today. I would like to extend my apology for any confusion stemming from the product description issue. Your help in bringing this matter to our attention is greatly valued.
  
  I want to assure you that we have taken swift action to rectify the situation. The necessary corrections have been implemented, and we will be promptly following up with you via email to provide further details and updates.
  
  Once again, thank you for your understanding and for assisting us in maintaining the quality and accuracy of our product information.

   

  Best *********************************************************************************************** Manager
  
  Address: *****************************************************************
  Web: www.fragrantjewels.com
  Email: *****************************************

• Initial Complaint

  Date:07/03/2023

  Type:Billing 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 had an active subscription with this company for over a year and simply cannot cancel it. There is no way of cancelling on the website. It always says I don't have an active subscription yet I receive a monthy box and my card continues to get charged. I went as far as to replace my card with a new one and they still managed to charge my new card. Please help get this company to cancel my subscription.

  Business Response

  Date: 08/09/2023

  Dear *****,
  
  I would like to extend my apologies for the delay in my response, due to a recent transition in ownership within our organization.
  
  Earlier today, I made an attempt to reach out to you via phone and left a voicemail containing my direct contact details.
  
  Upon thorough examination of your account, I have come across two email correspondences wherein you had requested the cancellation of your membership. Regrettably, in both instances, our customer support team responded indicating that the email address provided, ********************** was not linked to any active account. Consequently, they requested an alternative email address associated with your Fragrant Jewels account.
  
  In the absence of a response to either of these emails from our customer support team, your account has remained active. Through further investigation, I was able to successfully identify and verify your account under the email address ************************.
  
  In light of this, I kindly request that you reach out to me directly in order to confirm your intent regarding the membership cancellation. I recognize that a considerable amount of time has passed since your initial request in February 2022, and I wish to ensure that your preferences are accurately reflected.
  
  If there are any questions or concerns, please feel free to contact me.
  
  Thank you for your understanding and cooperation.
  
  Best regards,

   

  ****************************; 
  Fragrant Jewels Customer Care Manager
  
  Address: *****************************************************************
  Web: www.fragrantjewels.com
  Email: *****************************************

• Initial Complaint

  Date:06/22/2023

  Type:Sales and Advertising 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.

  They sell candles that burn down & have jewelry inside. I buy gifts as I see ************ them so Im never trying to get last minute gifts. I ordered my friend a frenchie candle in November when I saw them for her birthday in April. She ***** it when she can because with her work schedule she doesnt want it burning when shes not home so she just got down to the frenchie ring. Of course the one she got was a dangling frenchie ********** was missing. I contacted *********** said its been too long. I told them I understand that but explained why & they still didnt care. *** bought from them a lot & sent them a lot of business over the years. I simply asked for a replacement frenchie ring. I dont work two jobs to buy my friend a gift to be broken with no frenchie anywhere on it. A big company like that should have no issue righting their wrong.

  Business Response

  Date: 07/05/2023

  Hello *********************,
  
  I extend my sincere apologies for the delayed response. Our company has recently undergone a transition in ownership, which has caused some delays in our communication. I would like to take this opportunity to review your account and provide the clarification you seek.
  
  Upon reviewing your account, I have found that an order was placed on November 11, 2022, for the Smokey Furry Friends collection candle,which was subsequently delivered on November 23, 2022. On June 18, 2023, our customer support team received an email from you, outlining the issue with the ring and requesting a replacement.
  
  Allow me to shed some light on our policies regarding such matters. We do take into consideration the time frame it may take for customers to burn through a candle and report any issues for potential replacements. I apologize if there was any misunderstanding from our customer support team, as they were not unwilling to assist you. Unfortunately, given that this was a unique situation it had been 7 months since the item was delivered, the option for a replacement is no longer available at the time.
  
  As we have recently transitioned to new ownership, I would like to explore potential alternative solutions that can enhance your experience. Could you kindly email me directly with a suitable time and phone number where I can reach you? This will enable us to have a more in-depth discussion and find a resolution that meets your expectations.
  
  Once again, I apologize for any inconvenience caused, and I appreciate your understanding. I look forward to hearing from you soon.
  
  Kind regards,
  ****************************; 
  Fragrant Jewels Customer Care Manager
  Address: *****************************************************************
  Web: www.fragrantjewels.com
  Email: *****************************************

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20219819
  
  I am rejecting this response because:
  I returned their call after I filed the complaint. I emailed as well. No response from the seller since. If it was followed through as stated in their response, then that would be good. They say they can resolve the issue but wont respond when I reach out. I only hear when I leave a negative review.

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

  Business Response

  Date: 07/31/2023

  Hello Amber, 

  It seems that the last message was received in crossing with our communication by phone. 
  

  I am glad that I was able to assist you and make it a better experience. 
  

  If you have any questions feel free to contact me directly. 
  

  ****************************; 
  Fragrant Jewels Customer Care Manager
  
  Address: *****************************************************************
  Web: www.fragrantjewels.com
  Email: *****************************************

  Customer Answer

  Date: 07/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/11/2023

  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.

  The products are definitely not worth the price paid, they claim the rings to be valued at at least $25, but I have seen similar one for $15 or less other places. I cancelled my subscription for this reason, among others, and asked to be removed from all correspondence, including email, text, phone, and mail. Instead of removing my information, they sent 4 more spammy emails the next day, then told me to remove myself from the list. As I get so many emails from them, I can only assume that I am on more than one list, and that is what I asked them to remove me entirely from their data base.

  Business Response

  Date: 06/28/2023

  Hello *********, 
  
  I sincerely apologize for the delayed response and any inconvenience caused. Our company has recently undergone a transition of ownership, which has led to certain operational changes. We have made significant efforts to enhance our customers' online experience and provide them with greater control over their interactions with us.

  
  Upon reviewing your account, I acknowledge that you were correct in stating that different departments within our organization were involved in managing our marketing emails. Our team has taken immediate action to remove your email address from our mailing list. However, if you continue to experience any further issues in this regard, I encourage you to reach out to me directly. I am committed to resolving this matter promptly and ensuring that you receive the necessary assistance.
  

  Once again, I apologize for the overall experience you have had thus far. I would like to invite you to take a moment to explore the new changes we have implemented and the exciting developments we have in store for the future. We greatly value your support and are dedicated to providing you with an improved customer experience moving forward.
  Thank you for your understanding and patience. Please do not hesitate to contact me directly if you require any further assistance or have additional concerns.
  
  ****************************; 
  Fragrant Jewels Customer Care Manager
  
  Web: ******************************
  Email: *****************************************

• Initial Complaint

  Date:12/11/2022

  Type:Billing 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.

  Somebody using my card to purchase stuff worth 1000 dollars from this company
  Please call me to sort this out and block the order

  Business Response

  Date: 01/23/2023

  Business Response /* (1000, 8, 2022/12/27) */
  Hello ******************,
  
  So that we may be able to better assist you.
  
  Please contact our customer service team at ************* and one of our customer care agents will gladly assist you. We are available Monday-Friday from 8am-4:30pm Pacific Time.
  
  If you have any additional questions, please let me know.
  
  Thank you,
  ****************
  Customer Service
  Fragrant Jewels
  ************************************
  
  
  Consumer Response /* (3000, 10, 2023/01/09) */
  Fragnant jewels is refusing to cooperate with the local police to catch the suspect who keeps using my card .
  
  
  Business Response /* (4000, 12, 2023/01/10) */
  Hello ********* ********,
  
  Our records show that there has been no contact to our customer service team. In order to properly assist please email me directly ************************** with the charge amounts and dates.
  
  Even though we have no record of any communication from any local authorities. Unfortunately, for security purposes we are not able to disclose any account information via phone.
  
  Please contact my direct email so that I may further assist.
  
  
  ******* ********
  
  Fragrant Jewels Customer Care Manager
  
  Address: **** **** **** *** *** ******** ** XXXXX
  
  Web: **********************
  
  Email: **************************
  
  
  Consumer Response /* (4200, 14, 2023/01/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Fragrant jewels is being ************* not taking action against identity theft, they should have traced down whoever stole my card info

• Initial Complaint

  Date:11/29/2022

  Type:Billing 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 made an order several months ago where they automatically signed me up for a monthly subscription. I did not want said monthly subscription. I called them canceled the subscription and got the first charge refunded. Then I was charged again. I found it very difficult to get a hold of them they have limited hours and even during their business hours can be quite difficult to get a hold of somebody. I sent them email saying I wanted canceled. I left them voicemail saying I wanted canceled. During this process they charged me two more times. I finally got a hold of them today and they're willing to refund me one charge but not the other because they sent it out. I told them that I would send it back I haven't used it I think it smells disgusting. They told me I could send it back but I still wouldn't get a refund for it. I personally think they were out of line charging my card anyway since I requested a cancellation multiple times in multiple ways. they have an excuse for every time apparently There was ************************************************************** about. I feel like they're making it ****** difficult so people can't cancel a subscription that they didn't even sign up for, because again you're automatically signed up if you don't watch the little symbols. I feel like this is a money grab, and highly unethical.