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:12/14/2022

  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 tried ordering through their online app. When I pressed finalize payment. The screen froze and I had to refresh the page. When I refreshed the page there was no evidence of any order number being created. I never received any text or email update confirming an order had been created, but I checked my bank account and there is a pending charge for $77.20. I have tried contacting the company to resolve the issue since last Thursday (12/8/22). I have sent several emails and made numerous phone calls to no avail. I am unable to get through to them.

  Customer Answer

  Date: 12/14/2022

  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:12/14/2022

  Type:Order 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 with this company as I have done many times. They sent me 2 items when I ordered and paid for 3. I have tried calling their listed phone number and keeping error please try your call again. I sent them an email and still got no answer. They owe me well over $50 for the product they did not send and now they are unreachable.

  Business Response

  Date: 12/14/2022

  Please note our record show that the missing item was unavailable at the time of processing and a refund has been issued. We have received an email from customer on December 13, 2022, inquiring about the missing item.  Our **************** Team has responded on December 13, 2022 and made customer aware of the missing item. Please see correspondence below.
  
  EMAIL HISTORY
  ******* *****
  ****************************** * ***** **
  ****** ** *****
  ***** *****************
  *******************************************************
  ********
  *** **** ** **** ** ** ***** *** *** **** ***** ****** **** *** **** *** *** *** *** ** * **** * **** ** ***** ********* *** *** ** ****** **** **** ** **** ******** ******* **** ** *** *** ** *** **** *** ** **** ** ***** *******
  *******************************************************
  ***** ***** *******
  **** ***** ******
  ***** ******* *********
  ***** ******* **********
  ******** ******** ******
  ****** ***** ******
  ***** *** ************************
  ******** *****
  ************************************* * ***** **
  ** ******* ** **** **************** *******
  ***** *** *** ********** **************
  ***** *********
  ** ****** ** *** ***** ** ******** ** ***** *** **** **** **** *** ***** *** ** ** *** ** ***** *** *** ******** ** ******** ** ***** 
  ****** ******* ** ***** ** *** **** ******* ***********
   
  Thank you, 
  Fragrance.com 
  **************** 
  ************************
  ************ (international) 
  Trusted Online Since ****, Over ****** Genuine Brand Name Fragrances, Skincare,Haircare, Candles, Aromatherapy & more...
  

• Initial Complaint

  Date:12/13/2022

  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.

  I ordered a product on 12/8/22. My credit card was charged immediately but I did not receive an email acknowledgement of my order with the order#. I have followed up multiple times by phone and consistently get an error message and unable to speak with anyone. I have emailed multiple times and have not received a response. The website says you can chat with an agent but there is no chat feature. This is horrible business and I have disputed the charge with my credit card company and will never use this company again.

  Business Response

  Date: 12/13/2022

  We apologize for the inconvenience this may have caused and for not being able to get in touch with our customer service department. We were able to locate the order, number *********. The order was shipped today, December 13th with ****** tracking number ************.

• Initial Complaint

  Date:12/13/2022

  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 placed my order on 12/3/22 and the status has been My in the "Your order is in our warehouse" status for days. There is no indication that the item has been sent and no tracking information has been given. Your phone line has been giving an "error 21" message and disconnecting me all day long. I received an email reply stating We are unable to cancel your order at this time since the order fulfillment process has already begun. Please contact us to obtain return information once your package is received. This is unacceptable frustrating customer service. SInce the order hasn't shipped you should be able to cancel the order.

  Business Response

  Date: 12/13/2022

  We would like to begin with our apologies for the initial delay with the process of the order and for any inconvenience this may have caused. Our records show that this order has shipped and is currently in transit with the courier for delivery. If the order is no longer needed, we ask that customer contact us once received to request return information.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/14/2022

  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:12/13/2022

  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.

  Nov 25th order # ********* we waited for the first item due to it being a birthday gift, we received one of the items 14 days later site says if delivered in *** by a certain time you will receive it within their timetable then they say it's out of stock over 14 days of waiting for such item. I just went to their website again it's right there to order again with Big Discount how can that be if they tell me, "it's out of STOCK" Just plain wrong. IT WAS A BIRTHDAY GIFT now it's late and I still don't have it. SWITCH and BAIT. I would Never have Ordered the other perfume if I had known out of stock for the ONE I wanted.. JUST WRONG on so many levels. If out of stock then they shouldn't be allowed to sell it, take our money first even if out of stock, once out of stock it should be labeled that way, too many reviews I read says the same thing, something is wrong with this practice of selling to the public on line, ***** ANSWERS THE ***** , always say's Error then hangs up. Please Help with Switch and Bate, Thank You, All I wanted was my Obession Womens perfume for my friends birthday gift, then I get this headache

  Business Response

  Date: 12/13/2022

  We apologize for the inconvenience this may have caused and for not being able to get in touch with our customer service department.  We have processed a new order for the item in question free of charge. Once shipped, the customer will be emailed a new tracking number.

  Customer Answer

  Date: 12/19/2022

  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:12/13/2022

  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 think this business may be a scam. I placed an order November 27th and have not received any updates since then other than NUMEROUS marketing emails. I've called the customer service number listed several times but cannot get through. The machine says to try again during business hours but every time I've called has been midday EST. I've also emailed several times and cannot reach anyone. This does not appear to be a real business, just a scam to take your money online

  Business Response

  Date: 12/13/2022

  We apologize for this inconvenience. There was a slight delay in receiving the products to our warehouse location and the delay was longer than expected. We are issuing you an additional 15% off this current order. The order is now processing and should be shipped within the next 1-3 business days.

  Customer Answer

  Date: 12/14/2022

  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 business' phone number still doesn't work nor have they replied to any of my emails. Additionally, they did not specify how the discount would be applied. It's been a day since they sent the response and the order still has not shipped. No legitimate business operates with a broken phone number, ignoring customer emails, and quoting 3-5 days for an order that takes 2+ weeks. A 15% discount is not enough to make up for this shady behavior. 

   

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

  
  
  
  
   
  

  Business Response

  Date: 12/14/2022

  We would like to express our apologies for any inconvenience while attempting to contact our **************************** Due to the volume of the busy holiday season, we are experiencing higher than normal call volume. The processing and fulfillment delays are unexpected, and we do apologize for this experience. The additional 15% discount was applied as a refund and the funds will be returned to the original payment method. Refunds typically appear on accounts within 4-7 business days depending on the bank. We do value your business and understand your frustration and dissatisfaction, however, we are comfortable with the level of compensation provided. As mentioned previously, we are anticipating this order to ship within 1-3 business days. Email notification will be sent once the order ships from our warehouse.
  Thank you
  Customer Service
  

  Customer Answer

  Date: 12/16/2022

  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. I understand that the holidays are an exceptionally busy time for retail businesses and hope that the order will be resolved shortly. 
  
  Sincerely,
  
  **************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/13/2022

  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 bought a mens cologne on Dec 3, 2022 and have received no updates at all on the order. It says it has been received but not even shipped yet and its been over a week. I paid 347.61$ for this cologne and I cannot get ahold of customer service at all. Ive called multiple times to both US and non-US numbers and get an error 21 for every option on their call list. I want my cologne to be shipped and I need updates. It should be fast tracked with all this grief to even figure out whats going on with the order.

  Business Response

  Date: 12/13/2022

  We apologize for the inconvenience this may have caused and for not being able to get in touch with our customer service department We wanted to inform you that there will be a slight delay in receiving your order. The product you ordered is awaiting arrival to our warehouse location. Unfortunately, the delay is taking longer than expected.  We are issuing you an additional 15% off this current order and it should begin to process within the next 2-5 business days.

  Customer Answer

  Date: 12/14/2022

  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.
  
  

  I will be resubmitting if I do not get an update  within the 2-5 business days stated. 
  Sincerely,
  
  ****
  
  
  
   
  

  
  

• Initial Complaint

  Date:12/13/2022

  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 placed my order ********* on December 5th, 2022 as a Christmas gift for my husband. I knew it would take 2-3 days to fill the order according to the note of one of the items. Transaction was made. This is the statement from my bank "PURCHASE AUTHORIZED ON 12/05 FragranceNet.com I *********** ** **************** CARD **** $65.22". As of today, December 12th, 2022 the status is "Order Received". On December 9th and 10th I sent an emails to the [email protected] and [email protected]. I tried to call their ## ************** and **************. The phones are dead. There is no customer service! Chat does not work either. I am stuck not knowing what is going on with my order and my money! Christmas is closer and I want to make sure I will have Christmas gifts ready, not dealing with complaints! I cannot get ANY response from this company! Seems like they do not exist anymore. However I used to be their customer for many years and my husband always bought perfume for me from this company. I need an explanation and solving this problem ****. Your investigation and response will be highly appreciated!

  Business Response

  Date: 12/13/2022

  We would like to begin with our apologies for the delay with the process of customers order and for any inconvenience this may have caused. Our records show that we have reached out to customer regarding their order, and we are awaiting their response.  We understand that these purchases are intended holiday purchases and we are doing our best to ship orders within a timely fashion.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/15/2022

  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:

  Case ID #******** dealing with Fragrancenet.com company. As you already know I placed my order on December 5th and the order consisted of three items, one of them is a Christmas gift for my husband. I thought I had plenty of time to get order on time and besides, there is a special THE FRAGRANCENET.COM PROMISE of Holiday Shipping Deadlines
  If you would like your order to arrive by December 24th, we recommend you place your order by the following dates:
  For Express U.S. Shipping - (not a guaranteed service)
  Place your order on or before December 17th by 12PM EST for delivery by December 24th.
  - All ******** Mail - Order by December 9th
  For Overnight U.S. Shipping -(guaranteed service)
  Place your order on or before December 23rd by 12PM EST for delivery by December 24th.
  - Service is not available to PO boxes or for the Purpl Lux subscription club.
  FREE Express shipping for orders over $59.00.
  (The $59.00 total is calculated AFTER any promotion, coupon deductions, or gift wrap charges.)
  $8.95 charge for all U.S. orders under $59.00.
  U.S. orders will be shipped via *********** Ontrac or U.S. *************** Most packages arrive within 1-3 business days.
  1-Business Day Shipping (1 business day guaranteed)
  1 business day guaranteed.
  Order by 12pm est for delivery next business day.
  Excluding weekends. Not available to P.O. Boxes.
  Starting at $17.95 depending on weight of shipment ordered.
   
  As you may see, I ordered way before a deadline and recommended dates.
  I was charged the next day a full price for my order. 
   
  I was waiting for the status change but did not see any for a few days. I called the company using all phones but there was an auto message ERROR 21, a system error has occurred." I sent an email to the company. No answer. I sent another email to a different email address and still no answer. I started thinking that this company probably does not exist anymore and this is when I contacted BBB. 
   
  I started exploring their website and found out that I could reach them via messages on Instagram! I do not use Instagram but I had to this time. By the way, their offered chat via their website did not work either. I started communicating with a company using Insta. On Monday, December 12, they said they are extremely busy and they offered a cancellation of my order if the time frame is sensitive!!! I did not place my order to cancel it, right! Besides, why did they talk about the time frame if their PROMISE was delivered BEFORE Christmas. Then later that day they said some of the items in the order were delayed. Then they said it should arrive BEFORE Christmas but they do not guarantee. Well, the perfume set was in stock according to them and I asked if they could ship at least a gift set so my husband will get his gift for Christmas. Then when other items will be in stock, they will ship them to me. They said they could not split the order. Let me tell you I kept checking their website every day and I did not see any info that the stock is low or out of stock. I even saw that the amount of items in stock had increased!
   
  Anyway, they offered to remove and refund the 2 other items so the gift set can ship. I agreed yesterday! Today I got a new Insta message from them telling, We have removed the 2 items. You will not be charged the shipping fee for this order. We will now send the order so our fulfillment center can process it. Once your order ships from our warehouse, you will receive email notification. In an hour later I get another message from them We have tried our best to expedite the processing. However, that Gift set is also delayed. Once we receive the item, we will ship it to you and we will send you the tracking. Unfortunately, we are unable to guarantee a specific time frame at this time. If the order is time sensitive, we can cancel the order if you want. We sincerely apologize for the inconvenience this may have caused. We value your business and we are issuing you a $25 Gift certificate for your next order. The gift certificate information will be emailed to you within the day. 
   
  I was completely shocked!!! Ok, I decided to start a new order and I placed all three original items in a cart and I still see all items in stock. Not a word about gift set. Conditioner - only 6 left. Mascara status "Hurry, only 4 left!" ALL ITEMS ARE IN STOCK unless their website is down too! 
   
  I asked if I can get my order by Monday, December 26th for my husbands Birthday at least! And after I saw all items are in stock I requested them to send me a COMPLETE order whenever it will be ready. According to the status of my order as of right now I am writing this email to you it says Order Status: On Hold - We require additional information in order to process your order. Please contact us at *********************, or ************* (********) I did call this number but I got the same auto message ERROR 21, a system error has occurred." They sent me a message We sincerely apologize for the inconvenience this situation has caused and for the difficulty reaching our call center. Our phone lines are full due to the high call volume. At this time, we can communicate here. Unfortunately, we are unable to expedite the arrival of the items. It is possible to arrive by December 26 but we are unable to guarantee that at this time. With regard to the other two items. As previously agreed, we have already removed and refunded those items, and we are unable to add them back again to the order.  But again I do not see any removed items and status on hold! They sent me a gift certificate for $25. Do you think I want to use it after this nightmare!!!??? 
   
  I am so mad at them! Very bad customer service!!! There is no communication or coordination!!! They offer the best price but now I think Id rather pay twice more just to avoid migraine and drama!!! It was an innocent idea to buy a gift for my husband that turned into a mess and chaotic communication with people who do not even add their names!!! Its like I'm talking to a robot! This is the story that is going on right now Are you able to communicate to them not via Instagram but other ways? I would like to have my COMPLETE order. If I wanted to cancel it I would do it 9 days ago. They just mislead me with misinformation about what is in stock, whats not, time frame and etcIn the latest message to them I said "I do not see any removed and refunded status! All I see is my full order being on hold and that's why I called you!" They replied "The refund will be processed when the order ships. However, the item has been removed from the order and we are unable to re-add it at this time." I do not see any removed items so I attach the screen of their page:
  
   
  
  
  I don't want to communicate with them anymore!!! I am really tired and must focus on work.
   
  
   
  **********************************
  ************
  

  
  

  
  
  
  
  
   
  

  Customer Answer

  Date: 12/15/2022

  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. Customer Service Manager
  
  ***************************** eventually contacted me and she did solve this complicated problem. Thanks everybody.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/12/2022

  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 ordered a product on 11/26. No update on shipping. I reached out 12/9 with still no update. This feels like a scam. I requested a refund and the cancellation is pending. This should be automatic. After reading other reviews here this business does not appear legitimate.

  Business Response

  Date: 12/12/2022

  Please accept our sincerest apologies for any inconvenience this may have caused. Per customers request we have cancelled their order.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:12/12/2022

  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.

  placed an order and i've been charged on my master card but order not processed, I canceled the order and the company has declined my cancellation, when I try to contact the costumer service line, it says there is a system error so I have no way of communicating with them. I want my credit card to be reimbursed for the amount charged of 157.88$ ******** dollars. I even sent emails, no one is answering.

  Business Response

  Date: 12/12/2022

  We apologize for the inconvenience with attempting to cancel your order on our website. We have received customers email with cancellation request and this order has been cancelled.  refund can typically take 3-7 business days to appear on your account, depending upon your bank.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/13/2022

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