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:07/17/2025

  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.

  On 07/14/25, I ordered cologne (Order #*********) from Fragrancenet.com, paying $18 for guaranteed overnight shipping. Fragrancenet.com falsely confirmed shipment; *** received the merchandise two days later, only after my three calls and one email complaint. I have not received the product or shipping. Fragrancenet.com also falsely claimed to have refunded the shipping and provided a 10% discount, neither of which materialized.Violations of Consumer Protection Laws:Fragrancenet.com's actions violate several consumer protection laws:************************ (FTC) Act, Section 5 (15 U.S.C. 45(a))Mail, Internet, or Telephone Order Merchandise Rule (16 CFR Part 435)Michigan Consumer Protection Act (MCPA), MCL ******* et seq., specifically:MCL 445.903(1)(c)MCL 445.903(1)(e)MCL 445.903(1)(g)MCL 445.903(1)(s)MCL 445.903(1)(y)MCL 445.903(1)(bb)I have paid for goods and services not received, and the company made multiple false representations. I expect immediate rectification.

  Business Response

  Date: 07/17/2025

   In response to your inquiry, we apologize that your order was not delivered on time with the express shipping option chosen. Our records indicate that the 10% refund, as well as the shipping cost refund, was issued on July 16, 2025. A full refund was issued for the order on July 17, 2025. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). We again sincerely apologize for the delay and we appreciate you bringing this issue to our attention. 

  Customer Answer

  Date: 07/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Simply discontinuing financial abuse and deception of a customer does not resolve issues; it only brings an end to ongoing harm. It also required no less than 5 phone calls, hours on the phone, and multiple, repeated attempts to accept the bait and switch for a 10% discount. The company also violated the ***'s Holder Rule on missed delivery times, and did not offer a refund after their failure, which they were required to proactively do - its not something that's supposed to be done reactively after hours on the phone and furthermore, should not be sadled with merchandise return contingencies. I will be returning the item, after I have law enforcement examine it because it smells like alcohol and nothing more - certainly not the Prada cologne I've been wearing everyday since 2015

   

  **** *****

  
  
  
  
   
  

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair 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 ordered a cologne from ************* and it came in the mail half full. No big deal I returned this fragrance for an exchange bottle. The exchange bottle came in half full. They resealed the package I returned to them and sent it back to me. Unbelievable. Literally the worst way to practice business

  Business Response

  Date: 07/17/2025

  In response to your inquiry, we sincerely apologize for the experience you have had regarding a second item that was not completely full. We can assure you that all returned items are inspected and discarded if they are not in satisfactory condition. Our records indicate an RMA has been issued for the item. We have issued a full refund for the order as of July 17, 2025. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). We apologize for any inconvenience caused and thank you for your feedback.

  Customer Answer

  Date: 07/18/2025

  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:07/14/2025

  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.

  Recently, I have made a purchase and paid for expedite shipping (the Company claimed next day). I purchased and paid in the time window for this to happen. Two days later and still no product. Their policy needs to be updated if they can not fulfill their obligation. I reached out to them but received no response.

  Business Response

  Date: 07/15/2025

  We would like to express our sincerest apologies for the non-received package and for any inconvenience this may have caused. Our records show that this package was delivered on July 12, 2025. Since this package has not been received, we have issued a full refund to customers payment method. 

  Thank you

  Customer Service

  Customer Answer

  Date: 07/16/2025

  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:07/07/2025

  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 not find my order on my account

  Business Response

  Date: 07/07/2025

  In response to your inquiry, our records indicate the order has been successfully placed and was shipped from our warehouse on June 30, 2025. At this time, the courier has marked the order as returned to sender; we apologize for the inconvenience. Due to this, we have issued a full refund to the method of payment on file. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). We thank you for contacting us. 

• Initial Complaint

  Date:07/03/2025

  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 ordered some expensive fragrances from FragranceNet as a Fathers Day gift. The tracking showed it was delivered, but I never received anything. No one in my home accepted the package. I also checked with neighbors and reviewed our home security footage there was no delivery attempt made at all.I contacted FragranceNet to report the missing package, and only then was I told that it had supposedly been signed for. That was the first time I became aware of any signature, which came as a complete surprise because neither I nor anyone in my home signed for this.I also called their customer service line, and they told me to contact my credit card company. That response left me feeling helpless, and as if they were washing their hands of any responsibility, like I was being pushed aside rather than helped. As i don't believe this was a banking issue but a delivery issue instead.This order was meant to be a Fathers Day gift, and now that the date has passed and i have had to improvise and buy something locally, the gift has lost its meaning. Whats worse is the stress and financial loss from something I never received, despite doing everything right on my ****** kindly requesting a full refund, as the item was never delivered to me and I have no use for it anymore.

  Business Response

  Date: 07/03/2025

   In response to your inquiry, we sincerely apologize that your order has not been received and that you were not satisfied with the assistance provided. We have issued a full refund for the order as of July 3, 2025. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). We thank you for your feedback. 

• Initial Complaint

  Date:06/13/2025

  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 am writing to express my extreme disappointment regarding my recent Fragrancenet order, #*********. The tracking indicates it was delivered Thursday, June 12th, at 2:08 P.M. to a locker, which is simply impossible as my building does not have lockers. I've thoroughly searched the entire property, inside and out, and the package is nowhere to be found.I also tried reaching out this morning when your customer service was supposed to be online, but for some reason, they were completely unreachable. It's incredibly frustrating when you're dealing with a missing item and can't even get through to someone for help.I strongly suspect *** made an egregious error by delivering it to the wrong location, a clear act of negligence on their part. This was intended as a Father's Day gift, and the excitement of thinking it arrived on time, only to discover it's missing, is incredibly upsetting and frustrating.

  Business Response

  Date: 06/13/2025

  In response to your inquiry, we apologize that your order has not been received. We have filed a claim with *** regarding the information provided. We have also processed a full refund to the method of payment on file. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). Thank you for bringing this to our attention.

• Initial Complaint

  Date:06/11/2025

  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.

  I placed an order for ****** on May 30th via Cash app. No order was received. I was told id receive an email and refund. Nothing. Next call asked for proof of purchase. I submitted via email. No response. It's been 2 weeks. They refuse to refund and or give me my purchase.

  Business Response

  Date: 06/11/2025

  In response to your inquiry, we apologize that your order was not successfully placed. Please note, we have attempted to locate any pending authorization that may have been collected at the time the order was attempted to be placed; however, we are unable to locate this with the information provided. Since the order has not been successfully placed, any pending authorization placed on the method of payment will be automatically removed by your financial institution. A customer service representative has contacted you via email to request further information so we can conduct another search for the authorization within our system. We apologize for any inconvenience caused and will provide the information provided in response to our email to our IT department for review. We thank you for your cooperation. 

• Initial Complaint

  Date:06/11/2025

  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.

  Returned my order over a month ago and have not been refunded. Reached out to support and they told me that my return has not been received and processed. I literally have an email from them saying that they received my return...They also said to contact my credit card and dispute the charge if I didn't want to wait, but their policy states a max of 14 business days to be refunded for a return and my return has been delivered since April ***** also took multiple contacts to even get them to provide me with a return label, their customer service is horrible.

  Business Response

  Date: 06/11/2025

  In response to your inquiry, we apologize that your return has not yet been refunded. Please note, while tracking indicates delivery, we must clarify that the items haven't arrived at our warehouse. Due to the significant value of this order, our policy requires physical verification before we can proceed with processing. We apologize for any inconvenience caused. We have escalated the matter to the appropriate department, and thank you for bringing this to our attention. 

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Clearly it arrived in your warehouse because you guys sent me an email saying it was received. 

   

  ***** ******
  
  
  
  
   
  

  Business Response

  Date: 06/16/2025

  In response to your inquiry, we apologize for the delay you have experienced regarding the returned order. We have issued a refund to the method of payment. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). Thank you.

  Customer Answer

  Date: 06/19/2025

  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:06/03/2025

  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.

  Complaint Against FragranceNet.com Order #********* Order Date: 05/05/2025 Return Tracking #: ********** Total Paid: $469.19 To Whom It May Concern,I am submitting this complaint regarding a recent issue I encountered with FragranceNet.com.On May 5, 2025, I placed an order (Order #*********) on FragranceNet.com for two Bond No. 9 fragrances totaling $469.19. I later decided to return both items and did so using the return label and process provided by *************The return package was shipped back using *** tracking number ****************** and was successfully delivered. However, I only received a partial refundFragranceNet only refunded me for one of the two items returned.I have tried to contact ************'s customer service for clarification and resolution but have not received a satisfactory response or the remaining refund.Desired Resolution:I am requesting that FragranceNet.com issue the remaining refund for the second Bond No. 9 fragrance that was returned in the same package. I have provided the return tracking number and order details to verify that both items were shipped back together.I also have pictures of my return shipment containing both items in one box with shipping label provide.

  Business Response

  Date: 06/03/2025

  In response to your inquiry, we apologize for the issues you have experienced with your order. We have confirmed with our returns department that only one item was shipped back to us and was inside the return shipping box. At this time, we are unable to process a refund for the balance of the order without receiving the returned item. At this time, we ask that you please contact your financial institution regarding assistance with the transaction. We will actively cooperate with your bank and will provide any requested information to help expedite the resolution process. Thank you. 

• Initial Complaint

  Date:06/02/2025

  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.

  My order *#*********, placed on [may 16], has not arrived yet. Your website promised delivery within 3-6 days, but its now **16 days overdue* with no tracking info or updates. > I demand either: > 1. *Immediate shipment with tracking*, or > 2. *Full refund* to my original payment method. > If I dont receive a response within *48 hours*, I will escalate this issue to the Better Business Bureau (BBB) and initiate a chargeback with my bank. > Sincerely,

  Business Response

  Date: 06/02/2025

  In response to your inquiry, we sincerely apologize for the extended delay experienced with the order. Our records indicate the issue was resolved and the order has now been shipped via ****** as of June 2, 2025. An email with your tracking information was also sent on June 2, 2025. We have issued two separate discounts for the inconvenience, both in the amount of 10% of the order total. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). We thank you for bringing this issue to our attention.