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:12/12/2022

  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.

  My order was placed on black Friday, 11/29/22. Order number is *********. No other information, nor shipping details were sent to me after. I tried to call and email multiple times but I did not get any response. I was on hold for 4 hours and I was disconnected after no answer.

  Business Response

  Date: 12/12/2022

  Please accept our apologies for the delay with the process of this order. We are experiencing unexpected delays at our warehouse and this order has not shipped. We have unfortunately, failed the shipping time frame and we do apologize for this experience.  If customer no longer wants to continue the process of this order, we ask that customer please contact our **************** Team at their earliest convenience.
  
  Thank you
  ****************

• Initial Complaint

  Date:12/12/2022

  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 purchased 8 colognes/perfumes from Fragrance.net on 11/23/22 at 4:18pm. This was during their Black Friday Deal event. On 11/27/22 I received an update that the company made a label for them to be delivered. After that I never heard from them until I sent a request (12/7/22)for an update on my never delivered or scanned to deliver package. They sent a response within ********************************************************************************* a replacement package. I immediately responded that is was correct. Then I didnt hear back so I emailed a follow up requesting them to respond. They responded on 12/9/22 stating that half my order is out of stock and that they are refunding me and sending the rest. I found this to be interesting since the MOST EXPENSIVE items (especially now that they are not on sale) are they out of stock items. These were Christmas gifts that were never obviously even sent off to ship. The lies and quick to adjust what the customer NEEDS is unacceptable and unprofessional. Im waiting to hear back as I have responded that I want replacements. If those are out of stock then the company should bit the cost and give me the next size up available to each of those items.

  Business Response

  Date: 12/12/2022

  We would like to express our apologies for the non-received package and for any inconvenience this may have caused. Our records show that the package shipped from our warehouse and unfortunately, became lost in transit with the courier.  If our customers do not receive their merchandise, we will offer the customer a replacement package or a full refund. In the event the items originally purchased are currently out of stock, we will issue a refund for those items. Due to our automated fulfillment process, we are unable to offer substitutions if ever items are no longer available. We apologize again for this inconvenience.
  
  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 have determined that my complaint has NOT been resolved because: 

   As I emailed in my past statement I spoke with the courier. They said that Fragrance.net NEVER gave them the package. Therefore it IS NOT the couriers fault is is Fragrance.net who lost the package. A refund will not help as a Christmas gift. As I also stated in my previous email.. I found it interesting that the ones that are not available are the most expensive ones that were on a huge sale. If the company actually cares about customer service AND took responsibility instead of blame shifting and making excuses as to why they cant replace what they lost.. maybe this issue could get resolved. Fragrance.net needs to take responsibility and not blame the courier as well as stop responding with an automated tone. **************** should be priority here and its not. Instead its blame shift and easy fix FOR THE COMPANY not to satisfy the customer. If they cant take responsibility and replace the missing items at their cost, then this problem is not resolved. The package never left your warehouse.. so either a worker took it or your company charges people and dont ship items until its noticed by the customer that the package hasnt arrived.

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

  Business Response

  Date: 12/13/2022

  We understand that the customer has been in contact with the courier and has received information regarding the first shipment.We have confirmed with our shipping department and the order was shipped from our warehouse accompanied with other packages. The shipment was sent to the courier. The package was not located and Fragrancenet created a replacement package for the items that were available. We apologize that customer is not satisfied with the refund for the unavailable items. However, we do not offer substitutions or upgraded items as compensation.
  
  We understand that this has not been a satisfactory experience and we would like to offer customer with a FragranceNet gift certificate that *** be used towards their next purchase. This certificate will be sent to customer via email.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/17/2022

  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:12/09/2022

  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 purchased a fragrance on 11/29/2022. I was charged twice for the item and I am still awaiting a refund. My order number is *********. ***** delivered my shipment but they delivered to the wrong house. I called ***** the same day which was 12/6/22. I have since then tried endlessly to call customer service, send emails and all you get is an automated response. This company should not treat people this way. I tried calling ***** again and they said I have to dispute the issue with the merchant who I cannot get a hold of. If you ****** my address you will see my house has a red door and regular bricks. The house the product was delivered to has white walls and I have the picture that the ***** guy took. It should not be rocket science trying to get hold of someone to help you. I am tired of calling and emailing. The tracking number for my package is ********************. I dont know what else to do but I will not pay for something I do not have and have tried endlessly to resolve to no avail .

  Customer Answer

  Date: 12/09/2022

  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.
  
  Thank you so much. My complaint with FragranceNet has been resolved .  
  
  *********************
  
  
  
   
  
  

  Business Response

  Date: 12/09/2022

  We apologize they were unable to get in touch with our customer service via phone. We have voided the duplicate transaction with Afterpay. We have also issued a refund for the order that was not successfully delivered to you.

• Initial Complaint

  Date:12/09/2022

  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 place a order of $246.11 on November 26 but have not received my order from FragranceNet: on their website it show my order #********* has shipped! But when I clink on the link it says my order is some where in ******** ** since the November 29 and not any other info. I try calling so many time no answer. Sending emails with no response.

  Business Response

  Date: 12/23/2022

  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 for this purchase. Refunds typically appear on accounts within 4-7 business days depending on the bank.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:12/08/2022

  Type:Order 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 have been trying to get this company to stop sending me emails. I have to pay for emails they send me. I never contacted then. They ignore my requests

  Business Response

  Date: 12/08/2022

  Please accept our apologies for any inconvenience this may have caused. We have unsubscribed customers email address and removed customers phone number from receiving text messaging.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/09/2022

  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.

  Thank you for honored my request 

   

   

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

  
  

• Initial Complaint

  Date:12/08/2022

  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 an order with said company on Nov 24th. I recieved an email from them on Nov 29th stating my order had been delivered on this day, however nothing was actually delivered to my adress. I have attempted to contact this company several times via phone, and email, with no success. Ther is a problem with their server, therefore emails are unable to be delivered. Every attempt i have made to call them, their automted system places my calls on hold, never to be answered by anyone. I paid an extra $5.00 for 2 to 3 day shipping.

  Business Response

  Date: 12/08/2022

  We would like to express our apologies for the non-received package and for any inconvenience this may have caused. Our records indicate that this package was delivered by the courier on November 29,2022. Since customer has indicated that this package was not received, we have issued a full refund to the original payment method.
  
  Thankyou
  Customer Service
  

  Customer Answer

  Date: 12/09/2022

  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:12/07/2022

  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.

  On Nov.26, 2022, I placed an order totaling $351.27. I never received confirmation or tracking information.. On 12/5/22 I phoned to inquire about my order and literally waited over an hour before a representative answered my call. I informed the rep that I hadn't received any info on my order and in fact my order didn't appear on their website as being ordered. In fact another order I placed on 11/28/22 showed up but not the more expensive item. She advised that my order was shipped out and I would receive on 12/6/22. Today i received a text advising me that my order couldnot be delivered because of an incomplete address yet my address shows on my cheaper order correctly. i have made numerous calls to fragrance.net but the system recording tells me a system error occured call another time.

  Business Response

  Date: 12/07/2022

  Please accept our apologies for any inconvenience with your attempts of reaching our customer service Team. Our records indicate that order number ********* shows that it was delivered on December 6, 2022, to the shipping address provided. Order number ********* has shipped from our warehouse and is in transit with the courier. This package is expected to be received on December 8, 2022.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/09/2022

  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:12/06/2022

  Type:Sales and Advertising 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 had placed an order on-line through Fragrance net.com on 12/03/22 order# *********, and paid a total of $149.15, and received a email stating my order will be on back order. I also have found cheaper prices with another company. Right after receiving that email, and it is for a Christmas present, I requested a cancellation and refund within 5 minutes of placing that order. I see that the cancellation order request was declined and no other way to send in another request. I tried to call the contact numbers on the website, which give "error" messages no matter what option you choose. I feel these numbers are bogus and fraud! I had looked up reviews on this website, which I wish I should've seen beforehand, and notice many other people have had the same issues. I would like to have my money back, since I won't get the products by Christmas or any status or tracking on this order.

  Business Response

  Date: 12/06/2022

  Please note our records show that we have received customers cancellation request and the order has been canceled. Refunds usually appear on accounts within 4-7 business days.
  
  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:12/05/2022

  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 have ordered my stuff at online order no *********. Nov 28. I was supposed to get a confirmation order. I called more than 15 times. Each time they put me on hold for 30 mins or longer. They never cane to talk to me. After reading everything I genuinely think this is a fraudulent company. Scamming people with money and product that they don't have. I just needed them to finish the job or refund my account. How come no one ever answered my call 25 calls and I dint even get 1 reply. If they can't send my order I just want them yo refund me. That's all. This is totally unacceptable.

  Business Response

  Date: 12/05/2022

  Please accept our apologies for the delay with receipt of your order and for any inconvenience this may have caused.  Your order is currently processing at our warehouse for shipping. We apologize for the delay with shipping as we are experiencing unexpected delays at our shipping facilities. If customer does not want to continue with this order, we ask that they authorize cancellation.
  
  Thank you
  Customer Service
  

• Initial Complaint

  Date:11/30/2022

  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.

  This morning at around **** I made a purchase from this company through their website for 2 items (mens cologne). I realized after completing the purchase that I incorrectly entered my email address. I tried to correct this on their website but was unable to do so. I sent email to them through their website but have received NO response, not even an acknowledgment that my email was received. I have been trying to call their customer service representatives all day and end up either lost in a voice mail que for over an hour- or - get a message stating there has been an "error 21" and my call can't be completed. TERRIBLE WAY TO DEAL WITH CUSTOMER SERVICE. I HAVE DECIDED TO CANCEL MY ORDER. PLEASE HELP.

  Business Response

  Date: 11/30/2022

  We apologize they were unable to get in touch with our customer service via phone. We have received their request and cancelled the order. A full refund has been issued.