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:05/28/2025

  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.

  Hello,I'm reaching out regarding a package associated with Order #*********. This shipment required a signature, so I was not home at the time of delivery, assuming I would need to sign for it. However, the package was left at my door without obtaining a signature.Unfortunately, by the time I returned home, the package was no longer there and appears to have been stolen. I called customer service last week to report the issue, but the representative I spoke with was unhelpful and did not provide a resolution.

  Business Response

  Date: 05/28/2025

  In response to your inquiry, we sincerely apologize that you have not received your package. We have confirmed with the courier that the order was successfully delivered to the address on file, as shown in the photo delivery confirmation provided within the tracking information. At this time, we ask that you please contact your financial institution to make them aware that the package has not been received, as we are unable to process a refund or a reshipment at this time. We will actively cooperate with your bank and will provide any requested information to help expedite the resolution process.
  Thank you.

• Initial Complaint

  Date:05/27/2025

  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.

  Because of an order I received that was delivered in unacceptable condition, I am bringing this complaint against ************. One of the fragrance bottles in the package was broken when it was delivered, I found out. The remainder of the contents in the box were harmed as a result of the liquid leaking from the broken bottle throughout the package.I reported the problem to FragranceNet right away by phone and email. I had the opportunity to talk to a courteous and competent representative. We had a lengthy discussion during which I gave the required details and a detailed explanation of the situation. Regretfully, the representative was unable to help me or provide a satisfactory resolution, even though they were willing to listen. ( resolution offered pay for shipping $150 + with insurance and dont get it refunded to my card or take the loss ) As a paying client, I anticipate to receive goods in good shape, and I anticipate that the business will take appropriate action to correct any issues that may arise. I'm really disappointed that I wasn't given a replacement, a refund, or any other kind of compensation after taking the time to speak with customer service and describe the damage.I'm asking FragranceNet to accept responsibility for the damaged order and either send the damaged items again or give a complete refund because of the broken bottle.I appreciate you taking the time to consider this.

  Business Response

  Date: 05/27/2025

  In response to your inquiry, we sincerely apologize for the condition in which your order has been received. At this time, we ask that you please name the damaged item so we may issue a refund for that item. Due to receiving confirmation that only the outer packaging of the other items was affected, we ask that these items please be returned to us for a refund. Our management team has been made aware that you would like to receive the return shipping cost in the form of a refund as opposed to a Credit, as noted in our policy.  As a one-time courtesy, we are able to offer to wire transfer the return shipping cost directly to your financial institution for reimbursement. We ask that you please keep a copy of the receipt showing the amount paid to return the order and the return tracking number. Once the return is received and processed, we will contact you directly regarding collecting information to process the wire transfer, as well as to request a photo of the return shipping receipt. Thank you. 

• Initial Complaint

  Date:05/27/2025

  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.

  After many years with FragranceNet.com(albeit with a different email address previously), I encountered a very odd situation. I placed an order, in which three items arrived opened and damaged. I contacted customer service, who gladly issued me a replacement. That replacement sat in the warehouse for about a week, according to tracking. I called up FragranceNet twice, the first time they informed me to wait one more day and if the package did not start moving that they would issue me a refund. Tracking did not move, and ************ issued me the refund. Over a week after the estimated delivery time, I received the package. I contacted Fragrance Net and asked them if they would like me to return the damaged items; they then asked me for a check instead of charging the original purchase method? And I still have not received the return label either, or a response? I have never sent a check to FragranceNet and have no idea where to send one either. Bizarre is not the word for this rarely awkward experience.

  Business Response

  Date: 05/27/2025

  In response to your inquiry, we sincerely apologize for the issues you have experienced with this order, and we thank you for making us aware that the reshipment was successfully delivered after the refund was issued. For security purposes, we do not store payment information and are unable to take any further payments once an order has been successfully submitted. We have issued an RMA, return instructions, as well as a prepaid return shipping label, so you may return the items at your convenience. We thank you for making us aware of the errors with the order. 

  Customer Answer

  Date: 05/28/2025

  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:

  I would rather just pay for the items since I plan on using them. Your team should have issued the PROPER refund amount due to the first package containing four damaged items, not the full amount. The replacement package was also a week late in shipping and was assumed lost or damaged; otherwise there would have been no refund issued at all.

  I plan on sending a money order as your representative suggested to your payment address. Why should I return product I plan on using?!? Why did you not properly state the options here on this complaint? I plan on posting this publicly due to me having to waste my weeks of time on your lack of accuracy and professionalism.

   

  ******** *******
  
  
  
  
   
  

  Business Response

  Date: 05/29/2025

  In response to your inquiry, we do apologize for the issues that took place during the order and for the incorrectly refunded amount. The issue has been corrected internally with our team, and we are striving to minimize these errors as much as possible. We have also made the courier aware of the issues that have taken place during the shipping process. We appreciate you bringing this to our attention. Our customer service department will send you an email confirmation once the funds have been received by our company. We thank you for your patience and cooperation. 

• Initial Complaint

  Date:05/23/2025

  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 absolutely furious about my order #********* from FragranceNet.com. This package was marked as delivered by ***, but I NEVER received it!The *** proof of delivery picture shows a house that is NOT MINE. I don't know whose property that is, but it's certainly not my residence. I've checked everywhere around my house and neighborhood, and the package is nowhere to be found.The *** driver completely failed to deliver my package to the correct address and utterly failed at their job. Now my package is missing, and I'm beyond frustrated. I even waited until the end of the day, desperately hoping it would still show up, but nothing. To make matters worse, when I tried to call customer service immediately after realizing it was missing, your offices were already closed.This entire mess is solely due to a colossal failure in the delivery process by ***, and FragranceNet.com, as the shipper, is ultimately responsible for this disaster.

  Business Response

  Date: 05/27/2025

   In response to your inquiry, we sincerely apologize that you have not received your package. We have filed a claim with *** regarding the mis delivery. We have also 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). Thank you for bringing this issue to our attention. 

• Initial Complaint

  Date:05/19/2025

  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 regarding order # *********. Package lost or stolen due to ******'s negligent delivery service.****** left my package completely exposed, wide open for theft. (Proof of delivery photo attached). The driver did not ring my bell or knock, providing no notification of delivery.I was home all day awaiting the package. I did not receive any email delivery notification from ************. I only discovered the package was marked "delivered" approximately 2 hours later by manually refreshing the tracking.This poor service from ****** directly caused my package to go missing. Furthermore, attempting to contact ************ customer service to report the issue has been impossible.Highly disappointed with both ******'s delivery and FragranceNet's lack of communication and accessibility.

  Business Response

  Date: 05/19/2025

  In response to your inquiry, we sincerely apologize that you did not receive your order. We have escalated the information provided to the courier. In the meantime, 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 reporting this issue. 

• Initial Complaint

  Date:05/16/2025

  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.

  Purchased a one gallon container of shampoo and a one gallon container of conditioner from this company on May 8, 2025, in the total amount of $87.75. Received an email from the company on May 9 that stated my order had been shipped and the delivery date and included a *** tracking number. The *** tracking number keeps saying that a label has been created but the item has not been picked up from *** yet. Called the company and the representative stated a refund would be issued and I would receive an email in 2-5 minutes stating this information, but no refund or email has been received.

  Business Response

  Date: 05/16/2025

  In response to your inquiry, we sincerely apologize that you did not receive your order. Our records indicate a full refund was issued on May 16, 2025. A follow up email confirming the refund details, as well as amount, was sent on May 16, 2025, at 11:31 AM EST. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). We thank you for bringing the issue to our attention. 
  
  

• Initial Complaint

  Date:05/14/2025

  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 girlfriend surprised me for my birthday with 2 colognes that i love. She said they were supposed to be delivered on 4/26/2025 however we did not receive anything. I reached out to fragrancenet multiple times to which we received no response. Finally I received an email basically telling me it looks like it was delivered so it must have been and they cannot do anything for us. I am not sure what to do but I can't have this company take money from my girlfriend without even receiving my gift. Please help.

  Business Response

  Date: 05/14/2025

  In response to your inquiry, we sincerely apologize for the experience that you have had and that your order has not been received. We have issued a full refund to the method of payment on file and opened a claim with the courier regarding the misdelivery. 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:05/14/2025

  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.

  I purchased a skin repair kit from them on March 12th. I am an acupuncturist and use it to provide treatment services to clients in my clinic. However, after receiving the product (around March 18th), I found that the product had expired for more than a year and had serious quality problems. I then emailed them saying that I needed to return the product and asked for a return label, but they refused to provide a return label. I can't pay for the international postage to return it to ***************** myself, because the product they sold me was expired and it was the seller's fault. I need a full refund

  Business Response

  Date: 05/14/2025

   In response to your inquiry, we sincerely apologize for the experience that you have had and that an expired item was sent to you. We have issued a full refund for the order and will not require the item to be returned at this time. The issue has been escalated to the appropriate division for review. We apologize for any inconvenience caused; A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). Thank you. 
  
  

• Initial Complaint

  Date:05/06/2025

  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've got an issue with my order, number # *********.The tracking information from **** says it was delivered and left at my front door or porch. The problem is, it's not there. I've looked all around, and it's definitely missing.I tried to get in touch with you guys about this. First, I tried the live chat on your site. I was waiting to connect, but after a bit, I refreshed the page, and the chat option completely disappeared, so that didn't work.Then, I tried calling customer service. I got put on hold and was waiting for a really long time, longer than I could stay on the line, so I had to hang up before talking to anyone.Honestly, I'm really upset about this. I spent so much money on this order, and now it's just nowhere to be found, despite the delivery confirmation. It's incredibly frustrating that I can't get my items or even reach someone to help after trying multiple ways.

  Business Response

  Date: 05/06/2025

  Please allow us to express our apologies for the non-received package and for any inconvenience this may have caused. Since customer has not received their package, we have issued a full refund to the original pay method. Refunds typically appear on accounts within 3-5 business days.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:05/06/2025

  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.

  Order date: 04/08/2025 Order amount: $121.53 Order #: ********* I returned two Items with the *** form:#1. Babor mineral powder foundation Item#: ****** #2. Stila stay All day Foundation Concealer Item#: ****** They sent me a refund for a item that I did NOT return, which they claim was, ********* ***** Visible Difference Moisture Cream **** Complex and they refunded my account with $17.55 The 2 items, listed above, that I returned cost total $49.49. I asked them 3 times via email to their customer service to refund me for the items I returned, but the **************** continued to reply via email, stating that their returns department said it received only the 1 jar of cream. I included the *** receipt in the return box and circled those 2 items I was returning to avoid confusion. I made sure to include the *** inside the box along with the 2 items. There is no way they could confuse the items. The cream they claim I returned is here with me. I returned two items in their retail packaging and put them in a sturdy box & padded the items for shipping. I have also attached a picture of the items I kept from the order. I attached a 2nd picture showing the entire order, and I circled the items that I was returning for refund in red pen.

  Customer Answer

  Date: 05/06/2025

  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,
  
  ***** *******