Complaints

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

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  The Perfume Spot

  252 Fernwood Ave Edison, NJ 08837-3839

• 

  The Perfume Spot

  195 Campus Dr Edison, NJ 08837

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:03/17/2025

  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.

  I am filing a formal complaint against ***************************** concerning the counterfeit fragrances I purchased from their website. The website explicitly states that all products are 100% authentic, but the items I received were far from genuine. Upon inspecting the products, it became immediately apparent that the perfume and cologne bottles were inconsistent with authentic versions. Additionally, the scents were noticeably different from the expected fragrances. To further confirm my concerns, I attempted to verify the batch numbers on each bottle, which came up as invalid.When I reached out to the companys customer service team, I was informed that I could not return the items for a refund since the boxes had been opened. However, I was left in a difficult position: how can I verify the authenticity of the fragrance without opening the packaging? The items and their packaging remain intact, with the only change being the removal of the plastic wrap. I complied with the request to submit photographic evidence, but when I followed up with a phone call, I was told that a return was not possible without the original packagingdespite the fact that the items were clearly not as advertised.Given that I received counterfeit products, I am requesting a full refund for all items purchased. Furthermore, I believe I should not be responsible for return shipping costs, as I did not receive the products as described.I appreciate your prompt attention to this matter and look forward to a resolution.Order #: #*******, *******, *******

  Business Response

  Date: 03/17/2025

  We take all customer concerns very seriously and appreciate the opportunity to respond to this complaint. At The Perfume Spot, we have been in business for over 25 years and take great pride in offering only 100% authentic, genuine fragrances. Our longstanding reputation and strong relationships with reputable manufacturers are a testament to our commitment to quality.

  
  After reviewing this case, we would like to clarify several points:
  Authenticity of Products: We only source our inventory directly from authorized distributors and manufacturers. Many fragrance brands periodically update their packaging, and differences in bottle designs, packaging styles, or batch codes do not indicate counterfeit products.
  One of the images the customer submitted shows a different product version ***************** than the one they actually ordered (Parfum), which could explain the difference in scent and packaging.

  
  Batch Code Verification: We are unsure of the method the customer used to verify the batch numbers, but we confirm that all products are legitimate and sourced from reputable suppliers. Not all brands provide public batch code verification, and third-party databases are often inaccurate or incomplete.
  

  Return Policy & **************** Interaction: Our records indicate that the customer contacted us two months after the purchase regarding the return.
  Contrary to the claim, our customer service team never stated that returns were not allowed. We frequently accept opened items as returns, and we did request photographic evidence to assist with the claim. The customer was informed of our standard return policy, which requires the return of the original packaging.
  

  Resolution Proposal: While we stand by the authenticity of our products, we are willing to accept her return for store credit as a goodwill gesture. If the customer wishes to proceed with a return, we request that the items be sent back with the original packaging per our standard policy. We will cover the return shipping costs as an exception in this case.

  
  We appreciate your time and consideration in this matter. Please let us know how the customer would like to proceed.
  

  Sincerely,
  ***** **********, CPA, CFO
  The Perfume Spot **************** Team

  Customer Answer

  Date: 03/17/2025

  
  Complaint: 23074971
  
  I am rejecting this response because:
  
  Thank you for your prompt response. However, I must express my concern regarding the perfumes/colognes I received from PerfumeSpot. Unfortunately, none of the items match the scent profiles of perfumes/colognes I have purchased from authentic retailers recently or in the past. 
  I contacted your customer service team on December 19, 2024, regarding these purchases, which were made on December 8, 2024, and December 12, 2024. Had I been informed that I could return the items for a refund, I would have done so immediately. However, I was told that because the products were opened, a return was not possible. This led me to file a dispute with my credit card company in an attempt to reverse the charges, though this effort was unsuccessful.
  The items have remained in their original packaging, awaiting return. I am not seeking to complicate the situation, but I would appreciate the opportunity to return the products for a refund. I truly wish they smelled how they do from other retailers due to the significant price difference through your company, unfortunately, that is not the case. I hope we can come to a resolution on this matter.
  
  
  
  Regards,
  
  ***** ****

  Business Response

  Date: 03/19/2025

  If you want to return the products please contact our customer service department at ************** and ask for *****, as she is familiar with this discussion.  At no point do we advise our customers not to return a product if they are not satisfied.  And we have over 2 million satisfied customers and have a 4.6 rating on TrustPilot for authenticity, reliability and customer service.  We only sell authentic name brand fragrances provided by authorized and reputable suppliers.  We are not sure why you feel that the fragrances you purchased are not similar to the ones you compared it with, although I did notice that the Parfum you purchased will not be similar to the ************* that you showed us in the image.  They are 2 different fragrances.  
  
  Please contact our customer service so they can refund your order, even though it is beyond our 30 day return policy.  We strive to make all our customers happy and do not want to force a product on anyone.  

  Customer Answer

  Date: 03/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  

  I appreciate your time and that you will provide a refund. I will call customer service. 

  thank you 
  Regards,
  
  ***** ****

• Initial Complaint

  Date:12/16/2024

  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.

  Ordered on 12/3/24. The delivery time is between 2-6 days as stated on their website. It has now been over 13 days and still no delivery of purchased item. The company cannot provide any information, nor have they provided a replacement.

  Business Response

  Date: 12/17/2024

  Thank
  you for bringing this matter to our attention, and I sincerely apologize for
  the delay and inconvenience you are experiencing with your order. I completely
  understand how frustrating it is to wait longer than expected, especially given
  our commitment to delivering within 2-6 business days.
  
  Unfortunately,
  there has been an isolated issue involving 2 pallets of shipments that were
  picked up by our carrier but have not moved through their system as expected.
  While we continue to work with the carrier to locate and resolve this issue, we
  want to make things right for you immediately.
  
  You
  have two options to ensure your satisfaction. 
  We can reship your order immediately or issue you a full
  refund, whichever you prefer.
  
  Please
  let us know your preference, and we will process it promptly. Should the
  original package still arrive, we will send you a prepaid return shipping label.   We
  want to make sure that you get your order promptly.
  
  We
  deeply regret the frustration this has caused and appreciate your patience and
  understanding. Please contact us directly at ###-###-#### so we can take care
  of this for you immediately.
  
  We
  are in close communication with the carrier to resolve the issue and prevent it
  from happening again.
  

  Customer Answer

  Date: 12/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  ****** ******

• Initial Complaint

  Date:12/07/2024

  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.

  THE COLOGNE I PURCHASED DOES NOT SMELL LIKE AUTHENTIC *********************** OBSESSION.I USE ONLY OBSESSION AND LAGERFELD,FOR 30 YEARS .THIS PRODUCT DOES NOT SMELL LIKE OBSESSION.

  Business Response

  Date: 12/09/2024

  We want to assure you that all the products we sell, including the Obsession by ***********************, are 100% authentic. We source our inventory directly from authorized distributors to ensure quality and authenticity.
  
  Regarding your concern about the scent being different, there are several factors that can impact how a fragrance smells, even if its the same brand and product youve used for years. These factors include variations in batches, changes in the environment, and even slight reformulations by the manufacturer over time, which are not uncommon in the fragrance industry. This is especially true if you are comparing the new item to a fragrance that you have been using for 30 years and has been opened for many years.  
  
  Weve sold over thousands of units of Obsession by *********************** this year alone, with very few returns or complaints, if any. That said, we take every concern seriously and strive to provide the best customer experience. If youre unsatisfied with your purchase, we encourage you to contact our customer service team directly. Theyll be happy to assist you with any questions or discuss return options.
  
  Your satisfaction is important to us, and we value the trust you place in our company. Thank you for bringing this to our attention.

• Initial Complaint

  Date:04/19/2024

  Type:Sales and Advertising 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 a bottle of Poeme perfume I left instructions about the delivery and they were not followed when I got the perfume the bottle had a big crack in it so I contacted the perfume spot on April 17 the perfume had leaked all out I sent them pictures and filled a report they got back to me immediately and said they were going to issue a refund immediately so on April 19 I called to double check the refund status and was told they were issuing a refund today but I don't believe them because the refund would have posted immediately and they have been saying it's been issued when it has not been so I'm upset I don't appreciate being lied to

  Business Response

  Date: 04/22/2024

  You only paid $94.17 and we issued a refund on April 17th

• Initial Complaint

  Date:01/19/2023

  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.

  Perfume spot send me an expired item and charged me for the return shipment.