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:03/22/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 on 3/10/2023. As of 3/22/2023 it still has not arrived. I have reached out to customer service and was dealing with ************, who send me tracking information. When looking at the tracking status it was received by DHL, but has not gone anywhere. ***** stated he opened a claim with DHL. I spoke directly with DHL and they said the package has been lost and the merchant needs to take action. I sent another email to customer service and they will not resend the items or refund my money. I am now out of $126.88 with no help from the company.

  Customer Answer

  Date: 03/22/2023

  ********************************************************************************************;

  DHL Tracking information

• Initial Complaint

  Date:03/15/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 and received my confirmation email that aligned with delivery via **** within a certain time frame. The time frame for processing was correct - 1/25. From there it was via **** First Class Package (3-7 Business Days). The item shipped and it was sent via DHL not ****. It was then delivered to a ******* address on 2/3 at which point they used **** to deliver to **. This put it outside of the time frame promised and arrived on 2/7. I contacted the business and they confirmed that they in error provided me with an incorrect delivery partner and then an incorrect time frame. The product was not received timely for my purposes of gifting. I have been in contact with the company every step of the way and they refuse to refund me and will only process a 1 year credit even though they did not make good on promises. I returned the product to the company and they have it. DHL eCommerce Solutions #**************** Delivery by **** ********************** Customer Confirmation #****************** Weight ***** LB Service DHL SM Parcel Plus Expedited Tracking History Feb 07, 2023 DELIVERED [FRONT DOOR/PORCH]01:47 PM ET, ***************, **, ** OUT FOR DELIVERY 06:10 AM ET, ***************, **, ** Feb 06, 2023 ARRIVAL AT POST OFFICE 05:37 PM ET, ***************, **, ** ARRIVED **** SORT FACILITY 04:22 PM ET, ***************, **, ** TENDERED TO DELIVERY SERVICE PROVIDER 06:53 AM ET, Avenel, **, ** Feb 05, 2023 ARRIVAL DESTINATION DHL ECOMMERCE FACILITY 05:07 PM ET, Avenel, **, ** Feb 03, 2023 DEPARTURE ORIGIN DHL ECOMMERCE FACILITY 04:31 AM ET, *******, **, ** Feb 02, 2023 PROCESSED 11:02 PM ET, *******, **, ** PACKAGE RECEIVED AT DHL ECOMMERCE DISTRIBUTION CENTER 10:43 PM ET, *******, **, ** Jan 26, ***************************************************** AWAITING PROCESSING 03:15 AM EST DHL ECOMMERCE CURRENTLY AWAITING SHIPMENT AND TRACKING WILL BE UPDATED WHEN RECEIVED 03:09 AM EST Jan 25, 2023 LABEL CREATED 03:38 PM EST

• Initial Complaint

  Date:03/11/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 Fragrance on February 19th. Item was suppose to come in 7 days! I still have not received the item. The tracking number shows that the *********** is still awaiting item. I purchase this fragrance for my Grandfather's 70th birthday, but I did not receive in time. So I had to purchase another gift. I have reached out to there customer service and they keep giving me the run around. I asked for a full refund since I didn't get item in a timely manner, and since the item was never sent out. I am in the process of disputing the charges with PayPal. This company customer service is very unprofessional!!

• Initial Complaint

  Date:03/02/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  Terrible customer service. I purchased a few items from the website, it charged me 2 times, so I requested they cancel one. Also gave me a tracking number, which it says its waiting for label for 4days now. I emailed them again asking where is my purchase, the told me to call ***** I did that, there wasnt any tracking number they gave me registered with ***** Again, went back and emailed them asking if I could cancel my order and get a refund, the answer was no, ************** so they cant refund it. Im thinking someone just boosted it or took my money. No number to call, nothing. This is BULL.

• Initial Complaint

  Date:02/22/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  These items are glass items so they are breakable.Incase my item is damaged and missing I can get my refund.Ineed my refund not a store credit, this is illegal.I need my refund do not shop anything back to me this is ridiculous and terrible service.paid insurance on this package so I can get a refund not store credit because I am not doing business with u again . I repeatedly from the beginning ask this company to just refund me and not reship anything because the products are packaged poorly and they are poor products and some came missing and I just cannot trust this company any more ! And I will be out of town ! They send items without my consent and refused to send my refund.This is unfair and I need a refund .This is illegal under the business act , store owners are supposed to give refunds! If we paid insurance on our products and they came missing OR DAMAGED.told sellerDo not reship me your poor products which is packaged sloppy and with no care and also leaking and cheapitems,Incase my item is damaged and missing I can get my refund. I need my refund not a store credit, this is illegal I need my refund do not shop anything back to me this is ridiculous and terrible service !!!I paid insurance on this package so I can get a refund not store credit because I am not doing business with u again . I repeatedly from the beginning ask this company to just refund me and not reship anything because the products are packaged poorly and they are poor products and some came missing and I just cannot trust this company any more ! They send items without my consent and refused to send my refund ! This is unfair and I need a refund . This is illegal under the business act , store owners are supposed to give refunds ! If we paid insurance on my products my ordered . Seller has an automated email that sends the same message over and over they do not have a live human being and they DO NOT HAVE A PHONE NUMBER ! Again this is a new company and they are a scam I need my refund

• Initial Complaint

  Date:02/06/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 Order #ALT586286 on Jan.20, 2023 for $129.22. I received an email on Jan 24, 2023 that the order was shipped with a tracking number, DHL ******************************. Since then the order hasn't updates or shipped. I have contacted Alt Fragrances on Feb ******************************. They sent a short reply stating they would contact courier, but yet the package tracking still remains the same,no updates. I have not received my order, and they haven't processed a refund even after I have asked them to if they couldn't give me a delivery date. As of this complaint, they have not given me any solution to my problem. I want the order fulfilled (it is a gift) as it has gone past when it should have been delivered and if they cannot expedite the order, I want a full refund processed immediately. I hope you can help me resolve this issue. Thank you.

• Initial Complaint

  Date:02/03/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Date of transaction: 1/9/2023 Amount of transaction: $35.82 I placed my order and received shipping confirmation on 1/11/2023.On 1/26/23 I contacted customer service to say I still hadnt received my order and the tracking info had not been updated since the date of shipment.They responded and said that they contacted the carrier and it seems my shipment was lost. They offered a replacement or store credit. I asked if I would be required to pay anything for a replacement. No response. I said I just want my money back. They said per our return policy we do not do refunds. This is not a return. I never received a product. Their return policy does in fact say they will issue a refund upon their discretion.I paid them and received nothing. Upon a back and forth email thread, they refuse to give my money back.This is theft. I did not receive a product. They took my money and refuse to give it back. Upon further review of the company, I see this has happened to many others.

• Initial Complaint

  Date:02/01/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 two two ounce bottles of a frangrace I had previously purchased. The scent of the two new bottles was completely different than the other bottle I still had from a past order. I reordered two one ounce bottles to see if it was a bad batch, I only received one of the second order. Im now out $150 on rancid product- vomit enducing stench is how an unrelated party explained it- that Im only being offered store credit for in return. *** made requests to talk to a manager on the phone and my emails are being ignored. Ive not sent the product back yet for fear of not even getting anything in return. I will not be shopping here any longer so store credit on a putrid product is not the solution. The bottles in question are Simply Santal fragrance.

• Initial Complaint

  Date:01/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 date of transaction was 12/10/22 for $160.23. I ordered two bottles of fragrance as a Christmas present for my daughter. This order has never been received. Each time I contact customer service by email, I always get a scripted responses that offers me a $15.00 credit on my next purchase. When I track the package through their carrier, DHL, it always says "in transit". I called DHL and they said I needed to contact ALT Fragrances again to let them know I haven't received the package. ALT Fragrances is an evasive company. I have yet to find a telephone number for them. The response is the scripted email, no one has ever addressed my problem.

• Initial Complaint

  Date:01/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  01/03/2023 $ ***** I want to file a complaint against ALT company. altfragrances.com. On 03/01/2023 I bought a fragrance that was supposed to be a replica of the Baccarat Rouge 540 perfume, I was aware that a replica will probably not have the aroma and duration of the original product, but what I received was a bottle glass with water and a few drops of something that cannot be called fragrance because it also smells quite unpleasant. I contacted the company to give me a full refund of the item and they only offered me a store credit, I told them that I did not trust a business that sold lies, they refuse to refund my money. This business is clearly profiting off lies and lining their pockets at the expense of cheated customers like me. It is unfair that they go unpunished lying and selling products with a deceptive reputation. I ask you please to help me and thus prevent more clients from falling into that trap.