Complaints
Customer Complaints Summary
- 667 total complaints in the last 3 years.
- 233 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/19/2024
Type:Customer Service IssuesStatus: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.
Keep telling me out for deliverey by 9 pm changes each day to new date deliverey before 9 pm no information given when inquiring thru there prefered portal email.Business Response
Date: 12/19/2024
Please note our records show that your order has shipped and according to the information provided by the courier, the order was delivered today December 19, 2024. We ask that you please confirm this information and contact us if the order is not received.
Thank you
Customer ServiceInitial Complaint
Date:12/19/2024
Type:Delivery IssuesStatus: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 on 12/12/24 on the website, Tried tracking it on 12/16/24 and states awaiting pickup, Today still shows not shipped 12/18/24, I tried calling the phone number past few days, no answer and to call during business hours which i do, then it hangs up on you.Business Response
Date: 12/19/2024
We apologize for the delay with receipt of your item. Since the package has not been received, we have issued a refund for the non-received package.
Thank you
Customer ServiceCustomer Answer
Date: 12/19/2024
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:12/19/2024
Type:Service or Repair IssuesStatus: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 have bought multiple fragrances from Fragrancenet over the years and theyve always been authentic. I bought this fragrance from them previously and it lasts most of the day on me. The perfume I received on Dec *******, is not. It comes out of the bottle smelling very weak and is gone completely in less than half an hour. I suspect that somewhere in the supply chain a counterfeit product has been introduced without ************ being aware. I notified them via email of the issue and asked them to,advise me of the process to get a replacement bottle. They have not replied. I then tried to follow up with a phone call and repeatedly get a message that my wait time will be greater than ******************************************************************* their original wrapping can be returned. That is utterly absurd since the only way to know that there is a problem with a fragrance is to use it. The website states that the customer must pay return shipping. That is unacceptable for a problem I did not create.Business Response
Date: 12/19/2024
Please allow us to begin with our sincerest apologies for the condition in which your item was received and any inconvenience this may have caused. We have issued a full refund to customers pay method used towards this purchase.This item does not need to be returned.
Thank you
Customer ServiceCustomer Answer
Date: 12/19/2024
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:12/18/2024
Type:Delivery IssuesStatus: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 12/13/2024 I made a purchase for $703.62. The order was advertised as express 1-3 shipping. I have not received any status update. I have sent two emails to their customer service and no reply. There customer service phone line is also not taking calls. I would like my order please.Business Response
Date: 12/18/2024
Please allow us to begin with our apologies for this experience and for any inconvenience this has caused. Our records show that customer has been in contact with our **************** Team regarding this order. Unfortunately,the order has been cancelled due to lack of inventory and a full refund has been issued to customer pay method.
Thank you
****************Initial Complaint
Date:12/16/2024
Type:Product IssuesStatus: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 the ***** Le Parfum 3.4oz for $115.55. Everything went smooth until it was delayed starting 12/12/24 in *****. I had this happen with 2 other purchases that they took my money and I never received product. Of course I went straight to look at reviews and first 3 I see I have attached. Im getting ahead of this because I know what the outcome is going to be. If I receive the proper product. I am a ok with paying but I have a gut feeling I am correct and wont receive this product and out all that money a week before Christmas. Which is a darn shame. Im going to have to go out and purchase again to make sure my kid gets the only present I could afford for him. I will dispute with bank but I want this only record with everyone that needs to know this isnt right that businesses get away with hard earned money and they think its ok because they say delivered or on transit when in fact it isnt. Very upset and just want resolution!Business Response
Date: 12/16/2024
Please allow us to begin with our apologies that your package has not yet been received. Our records show that your order is in transit with the courier. The courier has indicated on their site, that they are experiencing some delays. We do apologize for any inconvenience this may have caused. With efforts of allowing the courier to complete this delivery, we ask that you contact us on December 18, 2024, if your package is not received.
Thank you
Customer ServiceCustomer Answer
Date: 12/18/2024
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:As we all can see there is no attempt to deliver my purchase. They can return the item and they can refund me the $115.55. Doesnt take that long as NOTHING I have purchased or shipped out has taken that long to receive or delivered in general.
***** ******
Business Response
Date: 12/19/2024
Please allow us to begin with our apologies for the delay with receipt of your item and for any inconvenience this may have caused. We have issued a refund to customers payment provider.
Thank you
Customer ServiceInitial Complaint
Date:12/16/2024
Type:Delivery IssuesStatus: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 on Fragrancenet.com and they sent me an email claiming the package was shipped but really they just created a shipping label and **** has still not received it a week later. They will not answer the phone for assistance and they will not reply to any emails. I just want a refund.Business Response
Date: 12/30/2024
Please allow us to begin with our apologies for this unforeseen circumstance. Our records show this order was delivered today December 30, 2024 and a full refund has been previously issued. We ask that customer please confirm receipt of this package. If this package has been received, we ask that customer reach out to our **************** Team since a full refund has been issued and payment needs to be submitted.
Thank you
****************Initial Complaint
Date:12/12/2024
Type:Delivery IssuesStatus: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 frustration with the delivery of my recent order, #*********. According to your tracking information, the package was delivered to my mailbox at 10:10 AM on December 11. However, I must point out that my mailbox cannot accommodate a package containing three fragrances, and I never received it. It seems that either the delivery person mistakenly left it at the wrong address, or the package was stolen. Regardless, it never reached **** have made multiple attempts to contact your customer service through both phone and live chat, but unfortunately, I received no response. I was left waiting for an unreasonable amount of time, which only adds to my frustration. The lack of responsiveness and the poor customer service experience I encountered is unacceptable. It is incredibly disappointing to deal with such a situation when I was expecting a smooth transaction.For your reference, I have attached a photo of my mailbox below to show that it is not large enough to fit the package.Business Response
Date: 12/12/2024
Please allow us to begin with our apologies for the non-received package. In addition, due to our high volume during this holiday season, we are experiencing higher than normal volume. We have issued a full refund to your pay method for this purchase.
Thank you
Customer ServiceInitial Complaint
Date:12/09/2024
Type:Service or Repair IssuesStatus: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.
November 17th was the date that I bought 5 fragrances for $496.74. When I received the item, I noticed leaking, and then I noticed all the fragrances were damaged. I contacted the merchant as soon as possible to file this complaint. I was told to return it. I wasnt able to return due to the shipping carrier deeming the broken glasses and liquid as safety issues. The company then forced me to not reimburse me.Business Response
Date: 12/09/2024
FragranceNet.com is very understanding when it comes to damaged shipments since errors to occur in transit. However, due to the dollar amount of this order and all items inside where "broken glass" we did require photo proof to compensate fully. After investigating the photo provided, it appears it has been potentially edited or manipulated. Therefore, we are unable to offer compensation unless the items are returned. Once we receive them back, a full refund will be issued.Customer Answer
Date: 12/23/2024
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:
hello I just received my mail . I was on vacation and now opening mail . The merchant is saying that I need to ship it back however the post office deemed it as safety issue and wouldn’t take it back .i had to dispose of it . I don’t know how they concluded that’s my pictures are altered when there not. That’s a serious allegation especially with no proof . I now ask for them to show me proof that my picture are “ altered “ . I am not satisfied with these outcome .
***** *******
Business Response
Date: 12/23/2024
With understanding the condition of the items received and the
customers update regarding the items being discarded; we need to advise that
customer reach out to the payment provider to report this issue and to file a
dispute. Once we are contacted by customer’s financial institution, we will work
with them to resolve this issue.
Thank you
Customer ServiceInitial Complaint
Date:11/20/2024
Type:Delivery IssuesStatus: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 November 14, 2024 I ordered a package totaling $138.17. The next day I was sent an email that the payment was cancelled and that I should reorder, I did just that. I have now received a shipping up update on the original order and no refund was issued. So I now have two of the same order pending ( I paid $143.52 for the second order) and no idea what is going on because customer service has not responded!Business Response
Date: 11/20/2024
In response to your inquiry, we sincerely apologize for the confusion that has taken place with your orders. The first order placed on November 14, 2024, was not canceled, one of the items ordered was unfortunately delayed. However, it was received and the order was shipped on November 20, 2024. A shipping confirmation was sent via email on November 20, 2024, at 2:37 PM EST. The second order that was placed on November 15, 2024, has now been successfully canceled. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). We apologize for the long wait times to receive a response from customer service as we are experiencing an unexpectedly high volume of inquiries. We are working to mitigate wait times as much as possible and sincerely appreciate your patience while we resolved the issue.Initial Complaint
Date:11/08/2024
Type:Delivery IssuesStatus: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.
Submitted order # ********* on Oct 28th 2024 Delivery was not complete, so they issues a reorder on Nov 4th 2 day shipping.this order was delayed also.Business Response
Date: 11/11/2024
Please allow us to offer our apologies for the delay with receipt of your order and for any inconvenience this may have caused. Our records show that the courier has confirmed delivery of the second shipment on November 10, 2024. We ask that customer please confirm receipt of this package and contact us again if further assistance is required.
Thank you
Customer Service
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