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:03/26/2025

  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.

  I purchased Creed Absolu early this year for approximately $340. Once I received my package I noticed the box was tampered with and I immediately contacted fragrance support to report the finds. I was dissatisfied with the service and requested a return label for a refund. Fragrance support emailed the label but realized it was for a purchase that I made late last year for D&G The One! I once again notified fragrance support about the issue and they replied back stating to use the return label that I was provided. Weeks past and I get a refund notification on my phone for approximately $63. I contacted fragrance support AGAIN and they told me the item I returned was accepted and I got my refund. I explained to them that I returned Creed Absolu that was approx $340 using the wrong label that was provided by them and was instructed to use. They stated I returned D&G The One was received and implied I was in the wrong as if I was scamming them. I have all my email communications with them and they refuse to throughly investigate this issue and to accept my short fall!I told the supervisor of the company that Im a firefighter and will provide my department information if needed to show my character, that I am not scamming them and just wanted to have this matter corrected. If this couldnt be resolved I would seek legal matters

  Business Response

  Date: 03/27/2025

  Please allow us to begin with our apologies for this experience and for any inconvenience this has caused. We have issued a refund to customers pay method for this purchase. Refunds typically appear on the account within 3-7 business days.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:03/26/2025

  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 had a very disappointing and frustrating experience with this company. I made a purchase through their website on March 10th, and while the payment was immediately deducted from my bank account, I never received an order confirmation or the product. After reaching out to customer support multiple times via phone and chat, I was told the issue was due to internal system errors and that I would receive a refund within 7 business days.Its now well past that timeframe, and I still havent received my money or any proper update. Most of the responses I get are automated and completely unhelpful. The only time I actually got a reply from a real agent, they shockingly sent me another customers personal information, including their name, address, and tracking detailsan extremely unprofessional and serious breach of privacy.Ive had to provide the same information repeatedly, yet no one takes responsibility or follows through. At this point, I would strongly advise others to avoid this service. If this isnt resolved soon, Ill be forced to take further action.

  Business Response

  Date: 03/28/2025

  In response to your inquiry, we apologize that your order is unable to be located. Please note, if an order confirmation was not received and we are unable to locate an order within our system, it indicates the order was not successfully processed. When you attempt to place an order, a pending authorization will be placed on the payment method; however, if the order is not successful, this will be removed. The information was escalated to our IT department and the authorization now been successfully voided within our system. We sincerely apologize for this error; you may expect to see the pending authorization removed within 2-7 business days, depending on your financial institution. We thank you for bringing this to our attention. 

  Customer Answer

  Date: 03/28/2025

  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:

  This has been going on since 10th of march, the 7 business days has ended already, I contacted the bank, and they informed me that the duration has been extended by you, so you either send me back the money or proceed with the order 

   

  ***** ****
  
  
  
  
   
  

  Business Response

  Date: 04/01/2025

  In response to your inquiry, we apologize that this issue has been ongoing. Unfortunately, the order was not successfully placed. The pending authorization was successfully voided by our IT department on March 28, 2025. The voided payment can typically take 3-7 business days to appear on your account. We appreciate your patience and apologize for the delay in locating and removing the charge from our system. 

• Initial Complaint

  Date:03/24/2025

  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 for my wife for her birthday, unfortunately it was marked delivered today Sunday March 23 yet, I havent received this order. Im so worried and frustrated I wont be able to surprise my wife in time.Can I get a refund for this order please since I didnt receive what I ordered ??Order *********

  Business Response

  Date: 03/24/2025

  In response to your inquiry, we apologize that your order has not been received. At this time, we ask that you please reach out to your payment provider regarding this transaction due to the number of past claims received similar to this one. Please note, your financial institution will launch an investigation, and we will be happy to cooperate as well as provide any information needed to them in order to resolve the claim as quickly as possible. We appreciate your patience and understanding. 

• Initial Complaint

  Date:03/18/2025

  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 ordered from fragrancenet but did not receive my order, my order number is ********* this is the tracking number that I was provided ****************** it says someone names ******** got it in a city called *********. I did not receive my order someone else got it across the country .

  Business Response

  Date: 03/19/2025

  In response to your inquiry, we apologize that your order has not been received. The tracking information indicates the order was delivered to the shipping address on file and was signed for. At this time, due to prior claims of packages not received, we ask that you please contact your financial institution to work toward a resolution, as we are unable to issue any further refunds at this time. Please note, we are willing to work closely with your financial institution so the issue can be resolved in the best possible way for all parties involved. Thank you. 
  
  

  Customer Answer

  Date: 03/21/2025

  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:

  Check the tracking number it says it was delivered to ******** when I live in ************ ********** across the world .  This is shady stuff and I will tell Amex and show them proof of the delivery if I cant be helped because thats unfair . When the tracking number clearly shows it was delivered across the *** in ******** like I stated . Why am I not being helped . 

  ***** *****
  
  
  
  
   
  

  Business Response

  Date: 03/24/2025

  In response to your inquiry, we apologize that your order has not been received. At this time, we ask that you please reach out to your payment provider in regard to filing an investigation into the transaction, as *** has confirmed the order was successfully delivered. Due to prior refunds issued in the account, we are unable to process a refund at this time. Please note, your financial institution will contact us directly for all the necessary information required to file a claim on your behalf. We appreciate your patience and understanding.

• Initial Complaint

  Date:03/18/2025

  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 a parfume on the fragrancenet on Wednesday March 13 for the amount of *****USD. I did not receive any confirmation from the website so the next day I emailed them to check if the order was placed. After a few back and forth emails I was told that I will receive a confirmation emails with the shipping details. I did not receive anything. I feel like I was scammed.

  Business Response

  Date: 03/18/2025

  Please note our records that we noticed a typographical error within the customers email address. This misspelled address, was the direct cause for the non- received confirmation email and order email updates. We have updated our records with the correct email address.  This order has shipped, and we will have included the tracking details for this purchase.
  Your tracking number is ***************
  
  You may track your shipment at:
  *****************************************************
  
  Thank you
  Customer Service

  Customer Answer

  Date: 03/19/2025

  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:03/18/2025

  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.

  Order ********* Showed as delivered but I never received it. This was a gift for my wife, I needed this badly for tomorrows birthday party!!can I get a refund please Im very upset now

  Business Response

  Date: 03/18/2025

  We would like to begin with our sincerest apologies for the non- received package. We have issued a full refund to customers pay method.
  
  Thank you
  Customer Service
  

• Initial Complaint

  Date:03/14/2025

  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.

  Order #: ********* Email: ******************** Date of transaction: 03/05/25 Amount of transaction: $949.94 Item QTY: 2 Supposed delivery date: 03/13/25 Tracking #: ************** On 03/05/25, I placed an order on FragranceNet.com for two colognes, totaling $949.94. That same day, I received a status update stating my package had been shipped (which was a great surprise at the time, as I admired the companys speed). The tracking number provided was *************** marked as REQUIRING a signature (screenshot attached). The checkout screen indicated a reference timeframe of 7-14 business days.On 03/13/25, at 5:37 PM, I received an email from ************ confirming delivery at 4:38 PM; an hour before I was notified. No one rang the doorbell, and per the shipping details, the package should not have been left unattended since a signature was required.I checked outside, and to my disappointment, there was nothing at my doorstep. When I looked up the tracking details on Landmark and AppleExpress, I found that the delivery scan included pictures confirming that the package had been left at my front door contradicting the requirement for a signature. Not only was I unaware of the delivery until an hour after it happened (no doorbell), but the fact that a high-value package was left outside without my knowledge was completely unacceptable. Had I been informed in advance that this would be the case, I would have strongly opposed this method of delivery.On 03/14/25, I contacted ************ for support, but instead of helping, they dismissed my concerns, telling me to file a claim with my bank. This situation reflects Landmarks carelessness and FragranceNets lack of responsibility for the carriers they use.This has been, without a doubt, the worst experience I have ever had with an online retailer. I would have greatly appreciated it if ************ took accountability and actually put in the effort to resolve their customers issues rather than dismissing them.

  Business Response

  Date: 03/31/2025

  We would like to begin with our sincerest apologies for this experience and for the non-received package. In addition, we apologize that the courier did not obtain a signature at the time of delivery.  Our records show that a full refund has been issued to the original pay method. Typically refunds appear on accounts within 3-7 business days.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 04/01/2025

  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.

  ************ has remained consistent with their policies and has resolved my concern. Thank you for your cooperation FragranceNet.

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

  
  

• Initial Complaint

  Date:03/12/2025

  Type:Sales and Advertising 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 buy a perfum they given me track number but the company they said I need to call them back cuz they dont have the product so I call and is always busy y tried by email and no answer

  Business Response

  Date: 03/13/2025

  Please note we are unable to locate a recent order in our system for customer. We ask that customer confirm the order number and the verify that they are providing the email address used at the time of purchase.
  
  Thank you
  Customer  Service

• Initial Complaint

  Date:03/12/2025

  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 made a very large order of hair care products during a sale they were running. It was totaled $528.80 on January 29th, 2025, order # ***************'s Date: 2/6/2025 On 02.06.2025 email I received......**** ****** *********** *** *** **** ****** **************** ***** * ************* ******* *** ******* ** **** ******* ** ********* ** ****** ****** ** **** ******* **** *** ****** ****** ****** ***** * ****** ** **** ****** ******** *** ** *** *** *** **** ******* ************ ****** ******* *** ******* ********* **** ******** ****** ** ********************** *** ***** **** ******** ******************************************************************************************** ** *** **** ******* ***** ****** ***** *** ******* ** ******************** ** ******* *** ******** ******* ************* ********************** *** ** **** ** ** **** **** **** *** *** **** ********* **** **** ******** *********** ** *** **** *** ********** ****** **** **** ** ******* ********* ********* **** ***** ****** **** ******* ******** *** *** **** ********* ** ***** ********** *** **************** ********************* ************* ********** in the ** ************ for International Internal Id: ************** {*****************}* This email was sent to ****************** Please add *********************** to your address book to ensure delivery of our emails!I waited from that the 6th until the 10th - nothing came. Called ** and the lady I spoke with told me she would escalate this as it was such a large order and that I would hear back from them. She said I needed to contact ****** (because I used my Amazon card to pay for the order) and tell them they needed to send an email to **. Was told I signed for the box - but I NEVER signed for it as it never came. I have asked to see the signature too but no one could provide it. ****** opened a case but closed it. I reached out to ** twice and they said they couldn't do anything! I don't want a refund, I want my products.

  Business Response

  Date: 03/13/2025

  Please allow us to begin with our sincerest apologies. We have issued a refund to customers original pay method. Refunds typically appear on accounts within 4-7 business days.
  Thank you
  Customer Service

  Customer Answer

  Date: 03/13/2025

  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:03/10/2025

  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 did not receive my order number *********, the tracking number is ******************* It says it was delivered to bridgewater, I will attach the picture here . I was unable to reach anyone on Friday as they had me on hold for over 23 mins and I had to get back to work . Its un acceptable that it was sent to the wrong address. When the address I gave them was ***************** *********************************

  Business Response

  Date: 03/10/2025

  Please note according to the details provided by the courier, the package was delivered to the wrong city and state. We have issued a refund to customers pay method provided for this purchase.
  Thank you
  Customer Service