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:04/28/2025

  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.

  Ordered 8am on 4/24 Paid for overnight shipping to arrive on 4/25 Never arrived Can't get tracking info

  Business Response

  Date: 04/28/2025

   In response to your inquiry, we sincerely apologize for the delay in shipping your order. One of the items ordered was transferred in from a different warehouse; the order was shipped on April 28, 2025. We have issued a refund for the express shipping cost, as well as an additional 10% refund for the order due to the inconvenience. The tracking information was emailed to the email address on file on April 28, 2025, at 2:30 PM EST. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). Thank you. 

  Customer Answer

  Date: 04/29/2025

  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.
  I appreciate your help 
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:04/21/2025

  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.

  I am filing this complaint regarding a recent purchase I made from FragranceNet.com involving a perfume that I strongly believe is not authentic. I purchased the item in good faith, trusting the companys claims of selling 100% genuine fragrances. However, upon receiving and testing the product, it became clearthrough scent comparison, color, duration, and overall qualitythat the item is not authentic.Following this, I made multiple attempts to contact FragranceNet.com to address the issue and request assistance. I submitted emails through their website and customer service channels but have received no response. There appears to be no other reliable way to reach a representative, and the company has not acknowledged or addressed my concern in any way.Desired Resolution:I am requesting a full refund for the purchase and that FragranceNet.com investigate the issue of product authenticity. Furthermore, I believe the company should improve its customer service response channels so that customers with legitimate concerns can receive timely assistance.

  Business Response

  Date: 04/23/2025

   In response to your inquiry, we apologize that you are not satisfied with your order. Please note, we received an email regarding the authenticity of the item and issued an email response on April 9, 2025; we apologize that you did not receive our response. You can be assured that all our products are 100% authentic and stored according to the manufacturer's guidelines. We only carry genuine designer brand-name perfumes, colognes, haircare, skincare, and beauty products. Absolutely no imitations or knockoffs. We have issued an ***, return instructions as well as a return shipping label to the email address on file so you may return the item. A full refund will be issued upon receipt of the returned item. We thank you for bringing this to our attention. 

  Customer Answer

  Date: 04/24/2025

  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:04/14/2025

  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 am extremely disappointed with my recent experience with Fragrancenet. I placed a significant order (#[**********) worth $503, which was supposed to be a signed delivery via UPS.However, *** delivered the package to my neighbor's house without any verification of the recipient. I had to search around my building to locate ***** my dismay, when I finally retrieved the package, it was an empty box! The fragrances I ordered were missing, and the packaging was in poor condition. This is completely unacceptable for such a high-value order. I expect ************ to take responsibility for this mishandling and missing items.The customer service team just keeps on repeating that the order had been signed for, there is no signature instead just a printed name which wasn't even verified upon delivery of a higher order value items.Additionally, I received the delivery confirmation almost 4 hours after delivery, infact 2 hours even after I submitted a complaint. This shows the inconsistencies in the system as well.

  Customer Answer

  Date: 04/14/2025

  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. I was able to work this out with the carrier and I really thank BBB for helping me out here
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  Date:04/14/2025

  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.

  I paid a total of $80.87 cent to ************* in exchange for Versace Eros perfume + 2-3 day shipping and instead when the box was delivered to my house i opened the box up and nothing was inside except papers with order numbers and other perfume sample strips but not the cologne that I ordered.

  Business Response

  Date: 04/14/2025

  Please allow us to begin with our apologies for the non-received package.  Our records show that a replacement package has been processed per customers request.

  
  Thank you
  Customer Service

• Initial Complaint

  Date:04/13/2025

  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 placed an order. According to the order update, it has been shipped. However, when I check the tracking number, it says the item hasnt been received by **** I had this issue once before and they never mailed the item.

  Business Response

  Date: 04/14/2025

  Please allow us to express our apologies for the non-received package.  Since this package has not been received, we have issued a refund to customers account for this purchase.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:04/11/2025

  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.

  A delivery error concerning my order, #*********. The *** tracking information indicates that the order has been delivered and left at a residential location, received by "lockers."However, there are absolutely no lockers located within my apartment complex. It is highly probable that *** has mistakenly delivered my package to a neighboring building that I have no access to and which is not even my correct address. This constitutes a major delivery error on the part of ****I have made multiple attempts to contact FragranceNet customer support both live chat and phone, but have been unable to reach anyone. This lack of communication is adding to my frustration and concern regarding the whereabouts of my order.I request your immediate intervention to resolve this issue.

  Business Response

  Date: 04/11/2025

  Please accept our apologies for the non-received package and for any inconvenience this may have caused. We have issued a full refund to your pay method for this purchase. Refunds typically appear on accounts within 3-5 business days.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:04/11/2025

  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 am writing to file a complaint against ************ regarding my recent order (#*********), which I have not received. Despite contacting the company through email to report the issue, I was met with a disappointing and unhelpful response.Rather than investigating or attempting to resolve the matter, ************ advised me to file a dispute with my bank. I find it highly concerning that a company would shift the burden of resolving a missing or potentially stolen order onto the customer, instead of taking responsibility and addressing the problem directly.This approach not only creates unnecessary inconvenience, but it also raises questions about the company's commitment to customer service and accountability. I believe it is unacceptable to make customers go through additional steps such as initiating a chargeback just to recover money for a product they never received.This experience has been extremely frustrating, and I am seeking assistance from the BBB in urging FragranceNet to take appropriate action to resolve this issue

  Business Response

  Date: 04/14/2025

  Please allow us to begin with our apologies for the non-received package and for any inconvenience this may have caused. Our records show that we have advised customer to reach out to their payment provider regarding this purchase. Our ***************** has advised this as the best course of action to remedy this matter.  We have received multiple claims of non-received packages, and we need for our Credit Team and customers payment provider, to work to reach resolution.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 04/15/2025

  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:

  FragranceNet has stated that they have received multiple non-received packages but this was my first time ordering from this business. As a business that holds their reputation in selling fragrance to their customers, they should be held responsible for packages that the consumers did not receive. I expect that the business will in good faith refund me for this order. Thank you

  ***** ****
  
  
  
  
   
  

  Business Response

  Date: 04/16/2025

  As a one- time courtesy, we will issue a refund to customer for the non-received package.
  Thank you
  Customer Service

  Customer Answer

  Date: 04/18/2025

  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:04/02/2025

  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.

  Dear Better Business Bureau,I am writing to report a potential issue with FragranceNet.com regarding an undelivered order and unclear business practices that may mislead consumers. My concern is not to accuse but to highlight a pattern that could affect other customers.On March 12, 2025, I placed an order for a perfume (Order #*********). The package cleared customs in ***********, **, on March 17, yet it was never delivered. I repeatedly contacted FragranceNet.com via email (March 27 & 31) and social media. After initially being ignored, I was told to wait until April 2. Upon following up, I was informed my package was lost, and a refund was issued.While I appreciate the refund, this situation raises concerns:Where do these lost packages go? If a product clears customs under a consumers name but never reaches them, is it reclaimed or resold?Delayed refunds: Holding customer funds for weeks while packages disappear could be unfair if repeated frequently.Lack of transparency: If these losses happen regularly, consumers deserve clearer policies on how missing shipments are handled.I request BBB to review whether other consumers have reported similar issues and encourage FragranceNet.com to improve transparency, response times, and handling of lost packages. If my situation is isolated, I accept the refund as resolution, but if this is a pattern, it may warrant further scrutiny.Thank you for your time.

  Business Response

  Date: 04/03/2025

   In response to your inquiry, we apologize that your order was deemed lost by the courier. A full refund was issued to the method of payment on file on April 2, 2025. Please be advised that when a package is considered lost by the courier, we file a claim to attempt to find our further information regarding the reason the package is unable to be located; however, the information received from the courier is the only information available to us once the claim is filed. We can assure you that we do take these concerns very seriously, and this is not a common or ongoing issue; however, sometimes packages do become lost. When this happens, we are always willing to offer a full refund or a reshipment while we further investigate.  We have escalated the issue to the courier in an attempt to collect further information. We apologize for the inconvenience. 
  
  

  Customer Answer

  Date: 04/04/2025

  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:

   

   The company is lying, and that's the problem. They didn't offer to send me new products. They reimbursed me. They extorted my money for 1 month, the product cleared from customs in my name became legal in ******. They didn't offer to send me new products, why are they lying? Somethings are illegal here, you can see. Thak you. 

  **** *****
  
  
  
  
   
  

  Business Response

  Date: 04/15/2025

  Please allow us to offer our apologies for the non-received package and for any inconvenience this may has caused. Our records show that customer was assured that we are taking the proper steps with the delivering courier, regarding the lost/mis-routed package. Our commitment is to offer quality service to our customers and to offer assistance with their purchases. Our records indicate that a full refund has been issued to the original payment method.  Refunds are issued when orders are not successfully received.  We apologize that customer is not satisfied with this level of compensation. Customer may replace their order at their earliest convenience, if the item is still needed.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 04/20/2025

  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: 

  The issue is not about the product being lost. Instead of sending a replacement, they issued a refund without even responding to my inquiry. My question is this: why wasnt a new product sent to me?
  How many products in 2024 were reportedly lost within ****** after being cleared through customs under customers names? How many Canadians were disregarded and left in this situation, and how many were simply refunded for items claimed to be lost?
  Is it possible that these supposedly lost products are being resold within ******? Has the company reported this issue to ************************? Is there a system in place that operates in this way?
  Why do products that reach the final distribution center in *********** go missing there?
  The real concern is not personalits about how many Canadians are being affected in this way. Is it possible that this is being done regularly and systematically?
  
  

  **** *****
  
  
  
  
   
  

• Initial Complaint

  Date:03/31/2025

  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.

  Date of Order: March 26, 2025 Order Number: ********* Tracking Number: ********************** On March 17, 2025, I placed an order for a cologne through FragranceNet.com, Inc's website and received an order confirmation the same day. On March 19, I was provided with a **** tracking number the following day, but when I checked the status, it only showed Shipping Label Created, **** Awaiting Item.A week later, the tracking information had not changed, indicating that the package had never been received by ****. I emailed the company to inquire about my order but received no response. Three days later, after still hearing nothing, I attempted to contact them again through three different methods on their website. Despite multiple attempts, I have yet to receive any response, update, or ************* of March 31, 2025, my order has not been shipped, and I have not been issued a refund. The companys failure to communicate or address this issue demonstrates extremely poor customer service.I am requesting either immediate shipment of my order or a full refund, including any shipping costs. If this matter is not resolved promptly, I will consider further action to ensure accountability.I urge FragranceNet.com, Inc to address this complaint and improve its customer service practices to prevent similar issues for future customers.Desired Resolution: Full refund $18.39 or immediate shipment of my order.

  Business Response

  Date: 04/01/2025

  Please allow us to begin with our sincerest apologies for the delayed response to customers issue and for any inconvenience this may have caused. Our records show that tracking information stalled while in transit with courier. We have received contact from customer and a replacement has been processed and shipped. Customer will receive updated tracking details via email.
  Thank you
  Customer Service

• Initial Complaint

  Date:03/27/2025

  Type:Customer Service 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 am writing about my order ********* i have placed my order and mentioned delivery address to be delivered to *********** however they have delivered my order to ***********, ** this is on the opposite side of the world and huge mistake. Support does not assist me and tells me to get lost, very rude and i feel that i was cheated by this company.

  Business Response

  Date: 03/27/2025

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