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:12/28/2024

  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 placed an order with fragrancenet and received shipping information on 12/16. I have yet to receive my purchase which was supposed to be arrive in 1-3 business days. The **************** number has a recording stating that no one can answer phones and to email them. I have emailed them and the shipping company and haven't received a response. I honestly just want my money back at this point. I do not want to do business with a company like this.

  Business Response

  Date: 12/29/2024

  Please accept our sincerest apologies for the non-received package. Our records show that a full refund has been issued to customers pay method.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/31/2024

  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:12/28/2024

  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.

  I placed an order for two bottles of cologne, which was supposed to be delivered by Sunday. According to the tracking information, a delivery photo was provided, indicating that the package was left at my door. However, when I arrived home later that day, there was no package to be found.I immediately attempted to reach out to customer service, but all my attempts were unsuccessful. I called the phone number listed on their website multiple times, only to be told to email their support team and then disconnected the call. I sent several emails, hoping to get assistance, but I received no response.This was an incredibly frustrating experience, especially because this was a last-minute Christmas order. I needed the cologne for a special gift, and now, I am forced to buy the items from another retailer at the last minute.The lack of customer service and resolution has left me feeling extremely dissatisfied. I expected better from a company that promises reliable service, especially during the busy holiday season. At this point, I am left without my items, no explanation, and no support. I am extremely disappointed and will not be ordering from FragranceNet again.order#*********

  Customer Answer

  Date: 12/28/2024

  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:12/28/2024

  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 ordered several products from Fragrancenet.com during their Black Friday sale. The total was $144.04. When the box arrived, it was absolutely empty. I called customer service and after a 3 hour hold time, finally spoke with an agent who was able to replace the order and resend. I received an email from both ****** (delivery service) and Frangrancenet that my order was delivered at my front door on 12/15. I never received anything. Not only was my family home, my front door was open because the weather was so warm. My dogs never barked, none of my security cameras show anyone on my property that day, and my neighbors did not get the box. Additionally, my Shop app shows every delivery made to my address yet it does not list this box at all.OnTrac researched the delivery and told me to contact Frangrancenet. I have tried calling them over five times this week and they have a recorded message that says they are not accepting calls right now and to email them. I emailed them over a week ago and have had no *********** ADDITION to all thisOn the same day that the Fragrancenet agent replaced/resent my first order (12/12/24), I placed a second order for additional product. The company charged me an additional $75.31 and that box had also not arrived . There is no order number listed for it, yet Fragrancenet has taken the money from my account. I just want a refund. *** purchased from this company for nearly 20 years but this situation messed up my Christmas gifting.

  Business Response

  Date: 12/29/2024

  Please allow us to begin with our apologies for the condition in which the initial package was received. As indicated within customers details,a replacement package has been sent to customer. With regards to the alternate purchase,we checked our system and we are unable to locate this purchase. This order may not have processed successfully into our system. If there is a pending authorization on customers account, the authorization will drop from the account and the funds will be returned to the account.
  Thank you
  Customer Service

  Customer Answer

  Date: 12/30/2024

  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:

  The company responded that a replacement package was sent. My complaint is that the replacement package was supposedly delivered on 12/15/24 but it was not. As previously stated, I did not receive any products from ************ at all. I either need to receive my order or get a full refund. I have proof by security video that no box was/has been delivered.

    

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/02/2025

  Please note as previously stated, we have created and sent a replacement for the reported missing items. Since customer has indicated that these items were not received, we have issued a refund to the original pay method.

  
  Thank you
  Customer Service

  
  

• Initial Complaint

  Date:12/27/2024

  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.

  I ordered 2 bottles of cologne and I really needed them to be delivered before christmas, it was marked delivered by ONTRAC on saturday 12/21/2024, BUT I DID NOT RECIEVE THIS ORDER. They left no delivery picture, nothing it just says delivered. I am the super of the building, no package has ever gone missing in my building except for this time from fragrance net. Their phone lines do not even work, and I tried contacting them through emails sending them an email 7 times, but I still did not receive any answer. The fact that they don't even communicate with the customer is absurd, and there is no one to help. Their company is based on lies and there is no support. It was such an expensive order and I really needed it before christmas, yet there was no one there to help me.

  Business Response

  Date: 12/27/2024

  Please allow us to begin with our sincerest apologies for the non-received package and for any inconvenience this may have caused. We have issued a full refund to the original pay method for this purchase.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/27/2024

  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:12/27/2024

  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.

  On 12/14/2024 I bought online from *************** LACOSTE EAU DE LACOSTE L.12.12 MAGNETIC EDT SPRAY 3.3 OZ.for Men Item #******. On 12/23/24 I received an email from *************** saying that my order arrived a 7:46 pm that day. I checked my door and mailbox immediately I the cologne never arrived. I made a complaint with the delivery company and this is what they answered:Thank you for your inquiry regarding ***************. Our facility researched this package and after an extensive search of vehicles and facility premises, was unable to locate your package. We apologize that this package has been deemed lost. At this time, please contact your seller for further assistance, and they can provide your next steps.I tried to contact *************** through their phone number and their email inquiring about my order and I havent received any response from them. Not even confirming that they received my email. At this point I want my money back!

  Business Response

  Date: 12/27/2024

  Please accept our sincerest apologies for the non-received package and for any inconvenience this may have caused. We have issued a full refund to the original pay method.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:12/27/2024

  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 12/20/24, I ordered 2 fragrances from FragranceNet.com. I ordered Montale Full Incense priced at $80.99, and Givenchy Original priced at $44.39. I paid $11.13 tax, so the total which I paid to them was $136.51. On 12/23/24, I received notice of delivery of my order. The box felt way too lightweight and when I opened it, it was virtually empty. Neither of the fragrances which I paid for was in the box! The only contents were ***** crumpled paper, a few samples, and a shipping slip- nothing else! Of course, I tried calling them during business hours on the next day, but I repeatedly heard a message saying they were unable to accept phone calls at this time. Then I e-mailed them twice and have not received a response. These fragrances were intended as Christmas gifts for relatives who are leaving to go back home to Europe on 12/29/24. I was so disappointed not to have gifts for them. This company is not trustworthy, and I have since read many complaints that are similar to mine. Something is very wrong with this company lately. I ordered from them in 2016 and in 2019 and things went smoothly. That is why I trusted them. Now, I believe this company CANNOT BE TRUSTED.

  Business Response

  Date: 12/27/2024

  We would like to begin with our sincerest apologies for the condition in which tis package was received and for any inconvenience this has caused. Our records show that the items were packaged and shipped form our warehouse,with items included within the shipment. We have issued a full refund to customers pay method for this purchase.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:12/26/2024

  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.

  I recently ordered from Fragrance Net at the price of $117 and was given free express shipping. The package was then delayed for 13 days and I received a text this morning stating it had been delivered. I have checked everywhere including mailboxes and all of my neighbors house and the package is nowhere to be found. I attempted contacting customer service for both fragrance net and the delivery company ****** / ****. I received one reply from ****** stating that the package is showing it has been delivered and they have not provided any further assistance after I have submitted the other details about not receiving anything. At this point I would just like a refund on my order.

  Business Response

  Date: 12/26/2024

  e accept our sincerest apologies for the non-received package and for any inconvenience this may have caused. We have issued a full refund to the original pay method.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/27/2024

  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:12/26/2024

  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.

  I placed order #********* December 15, 2024. On December 18 when I checked the TForce tracking, it showed No Access. I reached out to TForce to give detailed instructions - that the driver needed to dial the code on the callbox outside, I would buzz him in and he could deliver to my unit. The reply was thank you and they updated the instructions. Then crickets.....nada in communication nor tracking. I reached out at least two/three more times inquiring where my package was with the same reply - we are checking on it. Last night (CHRISTMAS!) I received notice the package had been delivered. First, NO ONE delivers on Christmas, second, A LIE! I went outside, even to my neighbors porches - NO DELIVERY. So I reach out again, albeit not so nicely, got the same we are checking it reply. This morning finally some one from ****** said "We understand you're looking to check the delivery status of your package. We regret to inform you that the package might have mis delivered so request you to please contact the shipper for a replacement or a refund. We apologize for any inconvenience it may have caused to you . Anticipate your ************************ in this matter."

  Business Response

  Date: 12/26/2024

  Please allow us to begin with our sincerest apologies for the non-receipt package. We have issued a full refund to your pay method for this purchase.
  Thank you
  Customer Service

  Customer Answer

  Date: 12/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, the money has shown in my checking account.  I find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ********* ******
  
  
  
   
  
  

• Initial Complaint

  Date:12/26/2024

  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 ordered three brands of cologne on 12/14/24. I only received two of the colognes in a closed box on 12/21/24. I called customer service and the automated system tells you that no one can answer the phone and to email at ******************* I did and received an email stating that package was delivered. I know that, but all of the contents was not in the package (I emailed back, explaining this). There has been no response to my multiple emails explaining that I am missing a product.

  Business Response

  Date: 12/26/2024

  Please allow us to begin with our sincerest apologies for the missing item and for any inconvenience this may have caused. Per the customers request, we have processed a replacement to be sent out to customer at no additional charge. Tracking information will be sent once the package ships from the warehouse.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/27/2024

  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:12/26/2024

  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 and used my credit card. I received confirmation with number below. T o date, I have not received my product. I have tried calling various times and get a message that their system is down and to try back later. I have also sent an email to the company and no reply. I would either like my product or refund.

  Business Response

  Date: 12/26/2024

  Please allow us to offer our apologies for this experience and any inconvenience this may have caused. Our records show that we received a request from customer to cancel this purchase. The authorization that was being held on the account has been dropped and the funds has been returned to the account.
  
  Thank you
  Customer Service