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:09/03/2024

  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.

  THIS ITEM WAS A FAKE IT WAS ALSO USED AND I DO NOT APPRECIATE THE ****

  Business Response

  Date: 09/03/2024

  Please note so that we may offer further assistance, we ask that customer please provide us with the ********************** order number that corresponds to this claim.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:08/30/2024

  Type:Sales and Advertising 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.

  Using their online portal. I placed an order for some cologne on the evening of 28 August. I immediately noticed the address was wrong for shipping. I sent an email immediately requesting them to change the delivery address. I received back an email the following morning that they were unable to do that. I then went on the portal and requested a cancellation of the order. That was placed the morning of the 29th immediately following them informing me of their inability to change shipping address. I received an email back again stating that they cannot cancel the order either. I let them know that I did not have access to that mailbox any longer. They refuse to in anyway, help cancel my order, even though it has not left their possession.

  Business Response

  Date: 08/30/2024

  Please accept our apologies for any inconvenience this may have caused. We have issued a refund to your original  pay method for this purchase.
  Thank you
  Customer Service

  Customer Answer

  Date: 09/03/2024

  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:08/29/2024

  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.

  This company is using false advertisement. They will say an item is available and have you spend money and then send you a message saying its delayed because it has to be found at the warehouse. Also when you pay for 2-3 day shipping it takes two weeks for the order to come. Calling customer service is useless as they see the same information I received in emails. This is a recurring issue with thousands of people. Awareness needs to be brought to you guys.

  Business Response

  Date: 08/29/2024

  In response to your inquiry, we sincerely apologize that the items ordered were delayed. Please note, we utilize different warehouses in different locations as some items are only available in certain warehouses. We are working to streamline the delay process to minimize it as much as possible. We appreciate your business and apologize that the items ordered have not been received due to this. We have issued a $25.00 gift card to the email address on file with the account for the inconvenience and the feedback provided has been escalated to the appropriate management teams for review. We hope to keep you as a customer. We again apologize for the delay you experienced with this order and thank you for bringing it to our attention. 

  Customer Answer

  Date: 08/29/2024

  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:08/22/2024

  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.

  Hello I brought a bille ish perfume ,and my order isnt showing on the website but it showed I payed for it on my bank , its only showing my old ordersAnd the website ddint give me a order confirmation and it glitched me out, I was scammed I literally paid it for and I have a payment receipt but on fragrance.net its not showing anything and this is the order number attached to the payment ****************************** its not even real They put the item back in my cart , like whatttt its crazy I literally have a payment proof and there no confirmation

  Business Response

  Date: 08/23/2024

  Please note we have checked our records and your order was not successfully received into our system. Since this order was not processed with FragranceNet.com, we have voided the existing Afterpay transaction to avoid further payments for this purchase. We apologize for this inconvenience and we ask that you please replace your order on our website at your earliest convenience. 

• Initial Complaint

  Date:08/15/2024

  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 August 7, *************************************************** parfum spray 3.3 oz (new packaging) Item# ******. Items were delivered on August 11, 2024. However the items that were delivered were not the original Burberry Touch eau de perfum. The packaging states Burberry Touch eau de parfum spray but the contents do not smell like the original Burberry Touch eau de perfume and what every the mixture is in the bottle does not last more than 15 minutes when sprayed on the skin. It smells powdery and then evaporates quickly. Product was falsely advertised as Burberry Touch eau de parfum spray 3.3 oz and that is not what I received. When attempting to return I was told it was not eligible because it was open. How would I know I received a knock off product when they are using the Burberry logo and packaging without being able to open it up and smell it?!

  Business Response

  Date: 08/15/2024

  In response to your inquiry, we sincerely apologize that the items are defective. Please note, al the products listed throughout FragranceNet.com are 100% original authentic brand names.  We only carry genuine designer brand name perfumes, colognes, haircare, skincare, and beauty products. Absolutely no imitations or knockoffs. An RMA has been issued as well as a free return shipping label to return the items for a full refund. The items will be inspected and the issue escalated to the appropriate department. You may expect to receive the return shipping label to the email address on file within 24 hours. Thank you.

• Initial Complaint

  Date:08/15/2024

  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.

  Order number ********* is marked as delivered, but I have not yet received it. According to *** tracking, the package was delivered on August 14 at 2:44 PM to a location labeled "Other," which is unclear. The delivery photo shows it was left outside my house, but I have checked and the package is not there. I have a sign on my door requesting that packages not be left outside, and someone is always home. There was no knock or doorbell ring.Additionally, I did not receive any email notifications about the delivery until two hours after the reported delivery time, despite regularly receiving promotional emails from your company. I attempted to contact customer service, but they were closed.I would appreciate your assistance in resolving this issue promptly.

  Business Response

  Date: 08/16/2024

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

• Initial Complaint

  Date:08/14/2024

  Type:Sales and Advertising 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.

  On Aug 9, I ordered cologne and a couple minutes later, I requested to cancel the order. I received an email shortly saying they couldnt cancel my order because it had shipped. Four days later I still have not received shipping information. I have called the business and no one answers and the phone disconnects. There is no contact information for the shipping company. When I am able to get someone via chat with Fragrancenet.com, they say they cant issue a refund until they confirm with shipping company that order shipped. I have asked to speak to management and no one gets back to me. I have asked for a refund and nothing.

  Business Response

  Date: 08/14/2024

  Please allow us to begin with our apologies for any inconvenience this may have caused. Our records show that the most recent order number *********, has shipped and is expected to be delivered August 14, 2024. At the time of the cancelation request, the order had shipped and was in transit with the courier. We were unfortunately, unable to cancel the order. Order details and tracking information was sent to customer via email to ******************** If customer would like to return the item for refund, we will be more than willing to provide a prepaid postage return label via email. We ask that customer contact our **************** team to confirm the return request.
  
  Thank you
  ****************

  Customer Answer

  Date: 08/14/2024

  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:08/12/2024

  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 am writing to express my concern regarding my order, number #*********. Unfortunately, my package appears to be lost, and I have encountered difficulties in reaching customer support. Both live chat and phone support left me on hold for over 20 minutes before I had to disconnect.According to the tracking information, the package was out for delivery on August 8th but has yet to be delivered. The tracking status now indicates "Alert: Awaiting Delivery." It has been two business days since the expected delivery date, and there have been no updates or attempted deliveries. I have also contacted ***** but they are unable to locate the package.This situation is extremely frustrating, as I ordered this fragrance online to avoid leaving my home. I kindly request your immediate assistance in resolving this issue and providing an update on my order.Thank you for your attention to this matter.

  Business Response

  Date: 08/12/2024

  We apologize for the inconvenience this situation may have caused. We have issued a full refund for the order. A refund can typically take 3-7 business days to appear into your account. 

• Initial Complaint

  Date:08/05/2024

  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.

  Ordered ****** perfume. The perfume was NOT ******. It had no aroma. Called the company numerous times but no one ever answers. Want a full refund and will return the bogus product8

  Business Response

  Date: 08/05/2024

  Please allow us to begin with our apologies for the condition in which your item was received. We have processed a return and we have emailed customer a prepaid postage return label. Upon receipt of the returned items, a refund will be issued to the original pay method.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:08/01/2024

  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.

  Your delivery driver ignored the delivery instructions and put package on my front porch. Driver ignored the yellow caution tape across my front porch steps blocking entry to the porch. My delivery instructions were deliver all packages to side porch ( door).

  Business Response

  Date: 08/01/2024

  Please accept our apologies for the non-received package. Per the customers request, we are processing a replacement package to be sent to customer. We need customer to be aware that the delivery instructions are listed on the shipping label for the courier.
  Thank you
  Customer Service

  Customer Answer

  Date: 08/01/2024

  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: 

   

   What responce by the business ?

   

  
  
  *******************