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: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.

  I ordered two bottles of perfume from this company on the 16th of this month. I waited and waited watch the tracking it never did say out for delivery, the last that was in ***************, I got in touch with them a few times they told me if I had not received it by the 29th to get back in touch with them and I did. I told him I want my items because they were a gift for someone, I did not order from this website for them to Return my money, if they are offering products, and I order something from them, I should be able to receive mine just like anyone else. It is not my problem because they have incompetent drivers. I have ordered from them before and did not have a problem receiving my order at this address I want my items I think it cost anywhere from 68 to 70 bucks

  Business Response

  Date: 11/30/2022

  Our records indicate this order was shipped and arrived on November 30, 2022. We have also issued a refund for the shipping cost in the amount of $8.95 for the inconvenience.

• Initial Complaint

  Date:11/30/2022

  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.

  Order Number: ********* Price: $68.58 I tried to make an online purchase from Fragancenet.com on Friday 11/27 around 7:30 pm. I received a confirmation on 11/29 stating the item was shipped. I contacted on 11/30 **** they informed me the item was not shipped but the shipping label was created only. I attempted to call Fragancenet.com but was unable to get through. The customer service number is not working. I attempted to email *************** and receives no response. I attempted to use the chat feature and was unable to be connected to a representative.

  Business Response

  Date: 11/30/2022

  Our records indicate this order was shipped and is scheduled to arrive on December 2, 2022. The order was shipped with **** with tracking number,***********************

• Initial Complaint

  Date:11/30/2022

  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.

  Order number: ********* I ordered a ****************************** 6.8 Oz bottle and reached out to FragranceNet via email to inform them that the bottle was broken upon arrival. An email response was received requesting a photo of the damage. I emailed a photo on 11/18/22 and a second time on 11/23/22. I have not received any response after sending the photo. I am requesting a replacement. I have tried calling several times this week and I am never able to get through to a representative. Again, all I want is a replacement.

  Business Response

  Date: 11/30/2022

  We have received the customers request and processed a replacement with express shipping.Once the item has been reshipped, they will be emailed a new tracking number.  

  Customer Answer

  Date: 12/01/2022

  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:11/29/2022

  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.

  Order perfume that was not real *To ensure delivery to your inbox (not junk folder), please add *********************** to your address book. Today's Date: 11/22/2022 Dear ***********************,Thank you for your recent FragranceNet.com order # *********.Your order includes the following items:ITEMDESCRIPTIONQUANTITY ***** LIGHT BLUE EDT SPRAY 3.3 OZ.for Women Item #******* We're pleased to let you know that your order has been shipped from our warehouse via FedEx.Your tracking number is ************.*** Tracking information may not be available for 24/48 hours ***Your tracking number may also appear as "invalid" on the shipping courier website until the courier updates their system.You may track your shipment at: *********************************************************** If you have questions about your shipment please feel free to contact our customer service department at *************************** or ************************ or ************ for International.*We have gone green so please keep a copy of this email as it will serve as your shipments packing list.If you need further help, please visit our website here or contact our customer service department.At ********************** our #1 goal is to make sure that you are 100% satisfied with your shopping experience. If you have any questions, please feel free to contact us.Always reference your order number when calling us.Thank you for your business, we truly appreciate it! FragranceNet.com in the US ************ for International Internal Id: ************** {******************}* This email was sent to **************** l Please add *********************** to your address book to ensure delivery of our *To ensure delivery to your inbox (not junk folder), please add *********************** to your address book. Today's Date: 11/22/2022 Dear ***********************,Thank you for your recent FragranceNet.com order # *********.Your order includes the following items:ITEMDESCRIPTIONQUANTITY ***** LIGHT BLUE EDT SPRAY 3.3 OZ.for Women Item #******* We're pleased to let you know that your order has been shipped from our warehouse via FedEx.Your tracking number is ************.*** Tracking information may not be available for 24/48 hours ***Your tracking number may also appear as "invalid" on the shipping courier website until the courier updates their system.You may track your shipment at: *********************************************************** If you have questions about your shipment please feel free to contact our customer service department at *************************** or ************************ or ************ for International.*We have gone green so please keep a copy of this email as it will serve as your shipments packing list.If you need further help, please visit our website here or contact our customer service department.At ********************** our #1 goal is to make sure that you are 100% satisfied with your shopping experience. If you have any questions, please feel free to contact us.Always reference your order number when calling us.Thank you for your business, we truly appreciate it! FragranceNet.com [email protected] ************* ********** in the US ************ for International Internal Id: ************** {******************} r * This email was sent to **************** Please add *********************** to your address book to ensure delivery of our

  Business Response

  Date: 11/30/2022

  Tell us why here...Please accept our apologies for the condition in which your item was received. Our records show that we have provided customer with a prepaid postage return label. Once the item is received at our facility, a refund will be issued to customers payment method.
  
  Thankyou
  Customer Service

• Initial Complaint

  Date:11/28/2022

  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.

  Purchased cologne online 10/10/22 though PayPal for $31.52, order number *********. When it arrived it was not the same fragrance as it used to be, so I tried to call the company and no one ever answered. I emailed to request return and got a Return Merchandise Authorization (RMA) ******* on 24 October. It says to allow up to 14 business days to process a return. I printed the **** SmartPost return label which they emailed to me on October 25 and took it to the post office and mailed it back. The following week I tried to call again twice, waiting over an hour on hold and no one ever picks up the phone. I contacted them again through there website to ask about my refund and got an email advising it could take up to two weeks. I have never been contacted again about this matter and simply cannot reach a human by phone. The money has never been credited to my PayPal account. I wish I had checked out this company with BBB before making the purchase, as I have since read that others have had a similar experience.

  Business Response

  Date: 11/28/2022

  We apologize for any inconvenience this may have caused. We have issued a refund to your payment method. Refunds can typically appear on accounts within 4-7 business days.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 11/28/2022

  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.
  
  Dear BBB, I am delighted and impressed to say that this company issued a refund instantly upon being contacted by you all today! Yay for BBB, never again for Fragrancenet.com!
  
  Thank you very much,
  
  *******************************
  

  
  

  
  
  
  
   
  
  

• Initial Complaint

  Date:11/25/2022

  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 placed my order with fragrancenet on 11/17/22 for a total of $71.41 order#: *********. The order was delivered on 11/22/22 and upon opening the package I noticed one of the items that I ordered as a new 2 in 1 item seemed to have been damaged, opened and used by someone else. Upon further observation I noticed within the damaged box of that item, that the additional fragrance in there was a completely different product that belongs to an entirely different perfume. So it seems like someone previously opened the box used it switched out some of the contents with an almost empty bottle at that, and then fragrance net packed and shipped this used item to me. So when I realized all of this it was already 6pm and that was outside of the customer service window. I called today and at first they did not want to answer my call and then I finally got through and was placed on hold for over 30 minutes after which they hung up on me and I have yet to speak to someone about this problem. This is dishonest, disgusting, pathetic and unacceptable behavior.

  Business Response

  Date: 11/25/2022

  We would like to begin with our apologies for receiving the incorrect items within your purchase. We have issued a refund to your payment method for this order. Refunds can typically take 4-7 business days to appear on your account.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:11/23/2022

  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 made 2 purchases on August 12, 2022 using Afterpay as the payment. The order numbers are ********* for $403.37 and ********* for $661.67. I did receive only one of my orders. The delivery courier Fragrancenet used provided photo confirmation on delivery which allowed me to locate and secure one package. Order #********* is the issue Ive been having problems with and Fragrancenet refused to refund me when I didnt receive it. Ive contacted their customer service numerous times early in the morning to be on hold for more than 45 minutes every time just to speak to someone about my order. Fragrancenet CSR kept reassuring me that a supervisor would contact me about my order via email and I still until this day havent received not one email about my order until I opened up a dispute with Afterpay to receive my refund. One CSR from fragrancenet recommended I file a dispute with my financial institution to receive my funds back. I paid off $661.67 for items I didnt receive. I provided the pictures of the tracking and the picture of how the delivery courier showed proof of my second order being delivered but didnt show no photo proof that my first order I placed was delivered and I didnt receive it at all!. It shows only delivered. Also the merchants reply alone was unprofessional and Afterpay should have looked into my account to see that I have never made several purchases from this merchant. I would like my money back for the items I didnt received. Ive been trying to get this settled since August when I contacted the merchant immediately. I shouldve avoided this merchant if I wouldve seen these reviews prior.

  Business Response

  Date: 11/23/2022

  Our records show that we have received correspondence from customer in regard to the non-received package. With efforts of attempting to reach resolution, our Credit Team advised that customer reach out to their financial institution to report the details of this purchase. Our Team and customers bank will collaborate to reach resolution concerning this purchase.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 11/25/2022

  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:

  My financial institution have been in contact with Afterpay since Afterpay was the form of payment used and Fragrancenet lied to Afterpay that I have received my entire order when in fact I only received ONE of the TWO orders Ive placed. I need my money back or a store credit or something because this is BEYOND ridiculous. Fragrancenet also have sent confirmation of the same tracking information I have available showing delivered when Ive been stating for the longest that the delivery company called Better Trucking that fragrancenet used didnt show a photo confirmation as the receipt of delivery for my missing package BUT it showed it for my other order delivery that I did receive. Thats my whole complaint. The order I paid the most for is missing and it cant be accounted for that it was delivered by this company. Fragrancenet is still not taking ownership at all. Also the business response alone didnt solve anything. Im not asking for a reshipment of anything. I am dissatisfied and want what I paid for items I did not receive. Thank you 

   

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

  Business Response

  Date: 11/28/2022

  FragranceNet has provided the necessary details with regards to the order that is currently involved in the dispute. This order was placed August 12, 2022, order number *********. This payment dispute involves Afterpay and the Financial Institution that has released the approved the funds for this purchase. We have previously advised customer that resolution should be reached by both parties responsible for payment for this purchase that was initially approved by the Merchant Afterpay.
  
  Thankyou
  FragranceNet.com

• Initial Complaint

  Date:11/22/2022

  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 at 8:20am on 11/22/22 and tried to contact them to cancel the order. from 9:05 to 9:35, Had me on hold for 1/2 hour, no person ever got on the phone. I also have two open orders that are supposedly in their warehouse-I want to know when they are actually shipping. I sent two email requests and they never answer their emails,

  Business Response

  Date: 11/22/2022

  Placed an order at 8:20am on 11/22/22 and tried to contact them to cancel the order. from 9:05 to 9:35, Had me on hold for 1/2 hour, no person ever got on the phone. I also have two open orders that are supposedly in their warehouse-I want to know when they are actually shipping. I sent two email requests and they never answer their emails.
  
  Response to BBB-
  Our records show that our **************** Team has responded to customers email and this order has been cancelled. The refund should appear on customers account within 4-7 business days. Please see the customers email and response below.
  
  Thank you
  ****************
  
  ***** *******
  ******* *****
  *********************************** * **** **
  ****** ** *****
  ***** **********************
  *******************************************************
  ********
  ****** **** ***** * *** *** **** ***** ******* ** ****** ******* ****** ** *** *********
  *******************************************************
  ***** ***** *****
  **** *****
  ***** ******* *********
  ***** *******
  ******** ******** ******
  ***** *** **********************m

  Customer Answer

  Date: 11/23/2022

  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. Also nothing was responded to via my attempts to call and email until the BBB intervened. No one answered the phone, no one responded to email until now and miraculously my items have actually shipped and my refund processed.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:11/22/2022

  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 ordered a cologne from fragancenet on November 20th, 2022 on November 21st I received an email saying my order was cancelled without an actual explanation. I reached out to them and they didn't respond. Furthermore, i haven't received refund to mu original payment method. This is annoying and frustrating since this was supposed to be a birthday/thanksgiving gift

  Business Response

  Date: 11/22/2022

  
  Our records show that this order failed our verification process, and it was cancelled. Email notification was sent to customer with the explanation for the cancellation. Fragracenet.com did not fully obtain the funds from the account. An authorization was reversed and voided. The funds will be returned  to customers account. We ask that customer please reach out to their financial institution with regards to the reversal of these funds. Please find the email correspondence from customer and the response from our **************** Department.
  
  Thank you
  ****************
  

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  Customer Answer

  Date: 11/23/2022

  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:11/22/2022

  Type:Product 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.

  Please remove us from all postal mail campaigns as previously requested. The emails we receive from you are sufficient.

  Business Response

  Date: 11/22/2022

  We have received customers request and their information will be removed from our physical mailing list.
  
  Thank you
  Customer Service
  

  Customer Answer

  Date: 11/22/2022

  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,
  
  **** And *********************************