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Business Profile

Cosmetics Sales

FragranceNet.com, Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 667 total complaints in the last 3 years.
  • 231 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/28/2022

    Type:Delivery Issues
    Status:
    Answered
    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 placed in mid November for ****** and have not received the delivery Order # ********** Several phone calls to customer service and several email inquiries via their website with no answer or update Either have the delivery made asap or refund my money Totally missed a Christmas gift which was very disappointing

    Business Response

    Date: 12/28/2022

    Please accept our apologies for any inconvenience this may have caused. Our records show that customer reached out to our **************** team to report the non-received package. We have issued a full refund for this purchase.

    Thank you
    ****************

  • Initial Complaint

    Date:12/28/2022

    Type:Product Issues
    Status:
    Answered
    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 ordered a fragrance 1 day ago and found out I dont like the smell so I requested a refund on it. Their website says they cannot take refund request through the website so I call the customer service number and have been consistently either put on hold or given an error message. Sitting on hold for an hour only for the automated message to tell you to cancel on their website which doesnt work and tells you to cancel on their customer service line. Its ridiculous and is very shady. Can you not just cancel an order that was placed almost a few hours ago? My order number is *********.

    Business Response

    Date: 12/28/2022

    Please accept our apologies for any inconvenience this may have caused. We have received your cancelation request and your order has been cancelled. The funds have been returned to your original pay method.  Refunds can typically take 4-7 business days.

    Thank you
    Customer Service

  • Initial Complaint

    Date:12/28/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    11/28/2022 REGARDING ORDER#********* I HAVE TO SAY THIS IS THE VERY 1ST TIME I HAVE HAD SO MUCH TROUBLE WITH MY ORDER.IF FRAGRANCE.NET LOOKS AT MY ACCOUNT THEY CAN SEE I NEVER HAD THIS TROUBLE BEFORE.BUT NOW I AM FORCED TO ESCALATE THIS ISSUE BECAUSE THIS IS RIDICULOUS.THIS COMPANY DID SEND ME A REPLACEMENT TO PREVIOUS ORDER BUT ORDER IS STILL NOT COMPLETE MY ********** STORY IS MISSING .AND TO MAKE IT WORSE THERE IS NO EXPLANATION WHY .AS IF I NEVER EVEN ORDERED IT YET I AM PAYING FOR THIS ORDER ALONG WITH THIS MISSING ITEM .THEY CHANGE DELIVERY COMPANIES I AM WONDERING IF THIS COMPANY HAS SOMETHING TO DO WITH MY MISSING ITEMS .STILL IT IS OVER A MONTH AND THE IS IS STILL NOT BEEN CORRECTED

    Business Response

    Date: 12/28/2022

    Please accept our sincerest apologies for any inconvenience this may have caused. Our records show that email notification was sent to customer indicating that a reship will be sent and the ********** Story was unavailable. A refund has been issued for the item that was not re-shipped to customer.

    Thank you
    Customer Service

     

    EMAIL HISTORY
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    ***** ** **** *** ****** ** ***** * ************** *** *****

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

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



  • Initial Complaint

    Date:12/27/2022

    Type:Delivery Issues
    Status:
    Answered
    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 11/25/22 I ordered 3 products (1 being a set) from *****************. Order # *********. The order arrived 12/3 but late and I didn't actually get it until 12/4. When I opened the box, the products were not packaged well at all and 1 item was missing. I called 3 times on 12/4 & 12/5 to their customer support line and no one answered the phone. I emailed them on 12/6, listing by name, the item that was missing from the box. They emailed me on 12/7 wanting the name of the item missing. I responded on 12/7 with the name of the item and asking for either a refund or the product. I also followed up that email with a screen capture of my order and indicating which items I received and which item was missing. They responded on 12/8 asking what item was missing and listed the items in all caps. I responded on 12/9 with the missing item. I did not hear from them again. I sent an email on 12/15 indicating I have not heard back. I still haven't heard from them and have not received a refund or the missing item. I want a refund. The item cost me $22.09 but with tax, the total is $23.01 (4.16% tax) I uploaded screen shots of the order and email communication. Thank you in advance.

    Business Response

    Date: 12/27/2022

    Please accept our apologies for the missing item within your purchase. We have issued a refund for the missing product. The funds will be returned to the original payment method.

    Thank you
    Customer Service

  • Initial Complaint

    Date:12/23/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    12/17/2022 order an item and 5 minutes later i canceled the order an hour later it said error cancel denied it said call customer service so i called they wernt open on weekends so i called monday the recordong walked you through for a couple minutes the the recording said error and hung up on me i called for hours trying to get through it kept hanging up on me i want my money back

    Business Response

    Date: 12/23/2022

    We would like to express our sincerest apologies for any inconvenience this may have caused while attempting to contact our **************** Team. Our records show that this package was delivered on December 22, 2022.If customer no longer needs this package, we can send return information so it can be returned for refund. Customer will receive email notification with a prepaid postage return label. Upon receipt of this return, a full refund will be issued.

    Thank You
    ****************

  • Initial Complaint

    Date:12/23/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    Ive placed an order on 12/13 and have not received notification that the items have been shipped yet. Tried to contact customer service but no response. I need to receive the item by the 12/30 and dont know what to do. Ive been a customer for over 10 years and never had an issue but this situation is very frustrating.

    Business Response

    Date: 12/23/2022

    We would like to express our sincerest apologies for the delay with receipt of your order and for any inconvenience caused by attempting to contact our **************** Team. Our records show that this order has shipped, and tracking information has been sent to customer. For this inconvenience, we have applied an additional discount to customer's account. Please be aware that this discount will show as a refund on the original pay method.

    Thank you
    ****************

    Customer Answer

    Date: 12/23/2022

    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:12/22/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 a product from this company and the company said it was delivered even though it was not. I tried calling customer service and they said they are not answering phone calls at the moment. They said they had a chat feature that doesnt work. Only way to get in touch with them has been email and they have been unresponsive.

    Business Response

    Date: 12/22/2022

    We would like to express our sincerest apologies for the non-received package and for any inconvenience this may have caused. We have processed a replacement package to be sent out to customer. Email notification will be sent once the replacement ships form our warehouse.

    Thankyou
    Customer Service

  • Initial Complaint

    Date:12/22/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Called 3xs between dec18-22 & put on hold for over 1 hr each time then was hung up on. I need to know processing time. Cant find any information on website order #********* $69.83. Was promised an additional discount and never received. Very unhappy with all aspects.

    Business Response

    Date: 12/22/2022

    We would like to express our sincerest apologies for the delay with receipt of your order and for any inconvenience this may have caused. We are unfortunately, experiencing unexpected delays at our fulfillment center. We are currently inundated with order processing, and we are making every effort to ship packages in a timely fashion. Our records show that this order has shipped from our warehouse and is currently In transit with the courier.Tracking information has been sent to customer. For this inconvenience, we have applied an additional discount to customers account. Please be aware that this discount will show as a refund on the original pay method.

    Thank you
    Customer Service

    Customer Answer

    Date: 12/23/2022

    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:12/22/2022

    Type:Delivery Issues
    Status:
    Resolved
    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 $74.49 and have yet to receive it. Customer service has not answered my inquiry. I learned through Trustpikot and the BBB website that this has been a common issue with them lately. I would like my order to be refunded or reshipped. I've ordered from them several times in the past, even referred others to them and I have never had this issue. Hopefully they improve to the level they once were.

    Business Response

    Date: 12/22/2022

    We would like to express our sincerest apologies for the non-received package and for any inconvenience this may have caused. We have issued a full refund to the original pay method. We are unfortunately unable to send replacement due to out of stock items on the order.

    Thank you
    Customer Service

    Customer Answer

    Date: 12/23/2022

    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:12/22/2022

    Type:Delivery Issues
    Status:
    Resolved
    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 with FragranceNet on 12/19. it's now 12/22. Every time I check the status of my order it says it's still in the warehouse and no tracking number provided. I've tried calling and emails. When I call it's giving me an error message, or the phone just simply hangs up. This is very frustrating and unprofessional. I wish I would have read the reviews on this company before placing my order. This was supposed to have been a Christmas gift. It said 4 to 7 days to receive shipment. I'll make sure to put the word out there and expose this company on every social media platform I come across. This is the worst perfume company on the internet right now. I'm very upset

    Business Response

    Date: 12/22/2022

    We would like to express our sincerest apologies for the delay with the process of your order and for any inconvenience this may have caused. Our records show that your order is currently processing at our warehouse for fulfillment and shipping. With standard delivery, most packages arrive within 4-7 business days. Tracking information will be sent once the order is shipped from our warehouse.

    Thank you
    Customer Service

    Customer Answer

    Date: 12/29/2022

    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,

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



     

FragranceNet.com, Inc is BBB Accredited.

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