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:12/21/2022

  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 recently ordered 2 bottles of Dior Poison and only received 1. I sent numerous emails, phoned numerous times only to hold on for 30 mins a time in the hope that someone would reply/answer! Nothing! There is absolutely NO customer service whatsoever. I have ordered so many times from FragranceNet in the past and not had any issues. Finally out of desperation I contacted PayPal as I had gone through them for payment and filed a case asking that I either be credited for the undelivered bottle or it's sent to me. The reply that they got back was the order number, tracking number and that the order was delivered. Since this I have tried placing 2 orders both of which have been canceled by FragranceNet saying that I don't pass their order process, both of these orders are paid through PayPal! I now presume that they have blacklisted me due to my reviews and case file with PayPal! This company needs serious help with it's business or lack thereof!All I want is either an immediate credit or receive the outstanding product!

  Business Response

  Date: 12/21/2022

  Our records indicate that customer has filed a dispute with PayPal  regarding  a previous purchase. Since the dispute is active, we need to allow PayPal and our Credit Team to reach resolution concerning this matter.
  Thank you
  Customer Service

• Initial Complaint

  Date:12/21/2022

  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 and have purchased many times over the years perfume from retailer. This time around, one of the bottles was broken inside the package I received in the mail. The perfume was Beautiful by ***********************. This is a gift for Christmas. I have tried calling many times and the support line is broken. Says and error has occurred and give a number for the error and then just hangs up. I have used the customer support email a couple of times and I am getting no response. I get it, things happen but the lack of response and the delay has caused me to not be able to give the gift in a timely fashion, which is frustrating. I have pictures of the perfume, that is unopened, still in package with plastic wrapping unopened, as well as the packaging that is soaked in the perfume. It is unfortunate that I have to resort to a complaint here but at least they seem proactive in solving issues with there products and orders.

  Business Response

  Date: 12/21/2022

  We apologize for not being able to get in contact with our customer service team. We have processed a replacement for the damaged item. Once shipped, a new tracking number will be sent to the email address on file.

• Initial Complaint

  Date:12/21/2022

  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.

  12/16/22 I ordered in the amount of ****** paid extra for shipping to arrive on time. Order still shows in their warehouse. I have tried to contact them numerous times via phone and have been unsuccessful I went to the website to cancel the order and they declined the cancellation. Won't give a valid reason especially since it's just sitting in the warehouse and it has not been shipped I would like a full refund and to cancel there's no reason why I can't cancel since they haven't even shipped the product. I got this as a gift the recipient is leaving the country So I have no need for this. They did not email back I have been on the phone on hold for hours several times trying to contact them during their business hours and still unsuccessful.

  Business Response

  Date: 12/21/2022

  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. 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 via email. 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
  

• Initial Complaint

  Date:12/21/2022

  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 placed my order on Dec 1st, I got my package but one of the items was missing, the item I actually went on the website to buy. I tried to call and was on hold for 36minutes so I decided to send an email. I sent the email and waited a couple of days, with no response. I called again and again during business hours and the automated response says Error 21 each time. I sent a second email and it has been several days with no response again.

  Business Response

  Date: 12/21/2022

  We would like to express our apologies for the incomplete order and for any inconvenience this may have caused. So that we may provide assistance,we ask that customer please indicate what item was missing from their shipment.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/22/2022

  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 item that was missing from my order was a Polo Blue eau de toilet spray 40ml,
  
  *****
  
  
  
  
  
  
  
  
  
   
  

  Customer Answer

  Date: 12/22/2022

  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,
  
  *********************
  
  
  The item that was missing from my order was a Polo Blue eau de toilet spray 40ml,

  *****
   
  

  
  

  Business Response

  Date: 01/05/2023

  We have received the customers response and we have
  issued a refund for the missing item. The funds will go back to the original
  pay method.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:12/21/2022

  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 made a purchase on FragranceNet.com on December 12, 2022 (Order # *********). My card was charged immediately. Per their notes on their website, my order was placed with plenty of time to receive by Christmas. I received an email on December 13th saying the item was in stock and that I would receive an email when the package ships. As of December 19th, I had not received an update so made several attempts to reach the company via phone and email. Their customer support line does not work and does not even let you connect with someone. It gives an error message and hangs up on you, I tried several times and got the error message or a recording saying to call during their business hours, even though the call was within their business hours. My emails were also unanswered. On December 20th, I get an email saying a shipping label was created on Dec. 12, which was when I placed my order but **** says they have not received the package. In reading MANY similar complaints, if there is an unexpected delay and they are unable to fulfill their advertised delivery times, they should communicate this to the customer so they can choose what to do as many of these orders are Christmas gifts. Instead, their poor customer service has left their valued customers in a bind. If they know they are behind, why are they not using faster delivery service to honor their advertised delivery dates? The lack of communication, inability to talk to anyone, no product, and card charged makes this feel like a shady and dishonest company. As of the time of this complaint, I still do not have the product and have still been charged so would like to know my options at this point. It doesnt appear as though this will arrive by Christmas so am extremely frustrated as there isnt time to order elsewhere.

  Business Response

  Date: 12/21/2022

  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. 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 via email.  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: 12/26/2022

  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:12/21/2022

  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 ordered two products on December 16 2022 with guaranteed 1-3 business day shipping. Today is the end of the third business day and I called customer service, they could not help. Order number: ********* Please send my order at no extra cost with expedited delivery.

  Business Response

  Date: 12/21/2022

  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. 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. Once your order is shipped from our warehouse, you will receive email notification.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:12/20/2022

  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 ordered a fragrance by mistake. I immediately attempted to cancel my order within 2 hours in which my cancellation request was denied. Now I am being charged for a cologne I did not want nor has it even been shipped to me- I cancelled immediately.

  Business Response

  Date: 12/20/2022

  We have cancelled this order and a refund has been issued. Please allow 3-7 business days for the refund to appear into your account.  

• Initial Complaint

  Date:12/20/2022

  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 perfume on December 13th and was charged. No email sent to me regarding delivery. I have called numerous times and cannot get through and have emailed with no response. When ordered said would be delivered in 3days. I dont think I will get it now before Christmas.

  Business Response

  Date: 12/20/2022

  We apologizer for the delay with the process of your this order. Our records show that this order has shipped and is in transit with the courier for delivery. Email notification with tracking details, has been sent to customer.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/22/2022

  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.
  This issue has been resolved and product received.  Thank you for your assistance.
  
  Merry Christmas 
  

  
  

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

• Initial Complaint

  Date:12/20/2022

  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.

  Hi! I recently made a transaction on December 13th 2022. I have been emailing and trying to call customer service for the past 3 days with no response. I am getting an error on the phone when I try to call and have not received a single email response after sending 5. I am requesting an invoice for my order (Order: *********). Can you please work to send me this invoice it has been a very frustrating process. Thank you for your help.  HI! My order number is ********* . I placed an order for Joico brand shampoos but just received my package today and it is Clinique products. I did not order these products and you completely sent me the wrong order. I have been trying to get in touch with customer service as well for an invoice for my order and no one has contacted me!!! This is very frustrating.

  Business Response

  Date: 12/20/2022

  Please accept our apologies for any inconvenience this may have caused. The order confirmation that is provided to customer that is received after order submission, serves as the invoice for purchase. We have sent a copy to customer via email and please find the confirmation below.
  
  Thank you
  Customer Service

   

  
  
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  Customer Answer

  Date: 12/22/2022

  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 received the wrong products in my package. I ordered 11 Joico shampoos and instead received 11 Clinique products!! Can you please just offer me a refund for my purchase and send me a return label for the clinique products? This is NOT what I ordered and I just want my money back. 

    

   

  ****** *******
  
  
  
  
   
  

  Business Response

  Date: 12/22/2022

  We apologize you received the incorrect products. We have sent a return label to the customers email address and issued a full refund. Please allow 3-7 business days for the refund to appear into your account.  

• Initial Complaint

  Date:12/20/2022

  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.

  Placed an order with this business on 12/13/22 and there has been no update on the order. Website says it is still in warehouse. It has not shipped and my credit card has already been charged. I have attempted to reach out to costumer service several times and continue to get an error message. The website has an option to cancel order but my cancellation request was denied. I would like to cancel the order and receive a refund.

  Business Response

  Date: 12/20/2022

  We would like to express our sincerest apologies for the delay with receipt of this order
   and for any inconvenience this may have caused. We are unfortunately, experiencing unexpected delays at our fulfillment center. Per customers request, we have cancelled this order and the funds will be returned to the original pay method.
  
  Thank You
  Customer Service