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Business Profile

Cosmetics Sales

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

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/21/2022

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed order # ********* last Friday wrote them today Monday to cancel the order that is still on their warehouse because I am traveling overseas on Thursday morning and it won't arrive on time. My cancelation was denied right away. I called them over 3 times and placed on hold for over 20 minutes and nobody answers and the call disconnect. Terrible customer service. I just want to cancel the order and refund back my credit card for the full amount ($64.19). Thank you

    Business Response

    Date: 11/21/2022

    Please note our records indicate that this order was in the warehouse completing the fulfillment and shipping process. the order was in line to ship from our warehouse and we were unable to commit to the cancelation request. The order has shipped and is in transit with the courier for delivery.  Orders are unable to be cancelled while in transit with the courier. This order can be returned for a full refund. We ask that customer contact us to obtain a prepaid postage return label.

    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 have determined that my complaint has NOT been resolved because: 

    According to **** you created the label the same day that I order it (Friday 11/18 @ 7:31 pm). It better arrive before Thursday morning that I am traveling overseas! It is still stuck in the **** system!
    I would never order from your company again due to the poor customer service and follow up! You better start preparing a return label because I am sure it won't arrive on time!

    See below

    Latest Update
    A shipping label has been prepared for your item at 7:31 pm on November 18, 2022 in ******************************. This does not indicate receipt by the **** or the actual mailing date.

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





     

    Business Response

    Date: 11/23/2022

    Please note according to the information provided by the courier,this package is expected to be delivered on Saturday November 26, 2022. Per the customers request, we have created and emailed a prepaid postage return label so that the package may be returned.


    Thankyou
    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.

    Sincerely,

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



     

  • Initial Complaint

    Date:11/21/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I tired to make an online purchase from Fragancenet.com on Friday 11/18 around 7:30pm, and due to some technical problem on the their website I couldn't proceed with my order. Few minutes later I discovered that my Paypal was charged for $93.06 as well my AMEX account was charged times for the amount of $93.06 total of $279.18 for an order of perfume named Perris Monte ******************* d'Oud which did not go through due to a problem on their website. I emailed them several times and tried to reach to their customer service on the phone several times and I could not get in touch with anyone

    Business Response

    Date: 11/21/2022

    Please accept our any inconvenience this may have caused. Our records indicate that the customer's order was not successfully transmitted into our system and the order was not received. We were able to locate the pending authorization with PayPal and we have voided the authorization. Customer may log into their PayPal account to verify this information.

    Thank you
    Customer Service

  • Initial Complaint

    Date:11/21/2022

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order # ********* was placed on 9/27/22 for $138.65 on FragranceNet.com. I never received this order that was shipped ***************** The tracking number #******************** is still showing in transit. I have called and emailed both ***** and FragranceNet.com and to no avail no resolve. ***** says they cannot help and Fragrancenet.com is not responding to my emails and I cannot reach them by phone. At this point I need a refund issued back to me. I don't have their product but they still have my money.

    Business Response

    Date: 11/21/2022

    Please accept our apologies for the non-received package.Our records indicate that we received email notification from customer on November 11, 2022, regarding their order. Our customer
    Service Team responded to the customers email and offered a replacement or a full refund for the non-received package.  Please see a copy of that response attached.We have issued a full refund to customer for this purchase.

    Thank you
    Customer Service

     



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


  • Initial Complaint

    Date:11/18/2022

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order Date: Nov. 9, 2022, Order # *********, Order Total: $30.43. S Sugar by ******* perfume arrived damaged/leaking. I have contacted the business about this matter. I am seeking a full refund of the total price paid of $30.43.

    Business Response

    Date: 11/18/2022

    Please accept our apologies for the condition in which the order was received. Per customers request, a full refund has been issues back to the original pay method.

    Thank you
    Customer Service

    Customer Answer

    Date: 11/21/2022

    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:11/16/2022

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ********* Is the order number I ordered *************** cologne and paid for the 2 day shipping. Fragrance.net uses another mail service other than ***** I contacted FragranceNet to tell them that whatever mail service they use make sure that they drop the package in the backyard. Because if they leave the package out front someone will steal it. Fragrance.net says that they dont have anything to do with what the carrier does. So I contacted ************* the carrier they use a 2 star company. I told them the same thing and better truck emailed me to make sure that I wanted them to drop the package over the fence I said yes they delivered it and left it at the front door and someone stole it like I said.now dont nobody want to make things right. I drive semi during the day so Im not able to be there , thats why I contacted both companies to insure that I get what I paid for. If needed I can send the email of me trying to resolve the issue before contacting you

    Business Response

    Date: 11/16/2022

    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 customers original pay method for this purchase.

    Thank you
    Customer Service

    Customer Answer

    Date: 11/18/2022

    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


    Hi this is ********************************* and I would like to drop the case against Fragrance.net.They went on and refunded me the money

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



     

  • Initial Complaint

    Date:11/16/2022

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order Number: ********* Subtotal: $66.94 Shipping: Free!Sales Tax: $4.69 Total: $71.63 The ************** aqua I purchased didnt smell the same. Took it to Nordstrom and they verified it is in fact counterfeit.

    Business Response

    Date: 11/16/2022

    Please allow us to begin with our apologies for the condition in which the item was received and for any inconvenience this may have caused.Products listed throughout FragranceNet.com are 100% original authentic brand names. We do not sell imitations or knockoffs. If a customer is not satisfied with a product, FragranceNet is more than willing to provide a prepaid postage return label for the item to be returned for full refund. Our records indicate that we have processed and emailed a return label to customer. Upon receipt, a full refund will be issued to the original pay method.

    Thank you
    Customer Service

  • Initial Complaint

    Date:11/14/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made a purchase with this merchant and never received my package. I reached out via email and phone and was just told to file a complaint. The customer service is so rude. I reached out to the financial institution which is afterpay and all they can do was to resolve the issue in the merchant's favor. The package is said to have being signed for while I didn't and no one did as I was at work at that time and no one lives with me at the apartment. I only want my refund back for now as I provided both merchant and afterpay proof that I wasn't there at time of delivery but at work and no one lives with me at my address though my kids name are on my leasing. And all the merchant can say is that my 2 previous package were refunded due to not being received, so I should report that i received a package when I didn't? All I want is my money back as $861.66 is a lot. I paid the 1st quarter which is $215.42, and since afterpay has chosen to close the dispute I filed another dispute with my bank and had to block any further charges from them. I wish I have checked all the reviews on BBB, I wouldn't have made the mistake of placing an order with them.

    Business Response

    Date: 11/14/2022

    Our records indicate this order was shipped to the address provided and a signature was obtained at the time of delivery. Since this customer claims they did not receive the order, we put in a claim with the courier service. We have also issued a full refund for the nonreceipt package. A refund can typically take 3-7 business days to appear into their account.

    Customer Answer

    Date: 11/15/2022

    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.

    Sincerely,

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



     

  • Initial Complaint

    Date:11/04/2022

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order number #********* I sent a cancellation request as soon as I read all the bad reviews regarding this company. Cancellation request happened less than 30mins after placing an order. FragranceNet denied my cancellation for no reason. I believe I am entitled to cancellation as it hasnt been processed/shipped yet. I would like to have the money refunded to my bank account.

    Business Response

    Date: 11/04/2022

    We apologize for any inconvenience caused by the messaging on our website. We have cancelled this order per customers request.The funds will be returned to customers original pay method.

    Thank you
    Customer Service

    Customer Answer

    Date: 11/07/2022

    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:11/04/2022

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order Number - ********* Product - ****** ***************************** Paid - $112.85 Date of Purchase - October 17/2022 I ordered this perfume a couple of weeks ago and it arrived 1/3 empty in its packaging. It smells putrid and immediately gave me a horrible migraine upon spraying. I contacted the company on October 28th (immediately after opening package). They responded asking for pictures, so I sent pictures. They did not respond. I inquired again, and again they asked for pictures. I sent pictures again, and again they did not respond. Sure enough, I received yet another email today asking for pictures. I responded that I had already sent two separate emails with pictures, and that I would like a full refund. No response. I've had enough and it was a huge loss of money for such a horrible experience. I have purchased many perfume from this site but will surely never be supporting them again.

    Business Response

    Date: 11/04/2022

    We would like to offer our apologies for any inconvenience this may have caused. We have issued a full refund to customer original pay method. This item does not need to return to our facility.

    Thank you

    Customer Service

    Customer Answer

    Date: 11/10/2022

    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:11/02/2022

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On October 20,2022 I order 3.3 ounce of Ysatis cologne, then on Oct 24 I received my Reference number, on 10/24 ***** sent me an e-mail saying my package is on its way I've received all these e-mails and nothing has shown up I've called ***** they say the **** has it They dont have knowledge of it the fragranceNet is giving me the Run around and the *****, Please help me FragranceNet has received the money.

    Business Response

    Date: 11/02/2022

    Please note according to the information provided by the courier, several delivery attempts have been made to the shipping address we have on file. The courier indicates that they were unable to successfully complete delivery. Since the package has not been received, we will issue a refund to customers initial payment method.

    Thank you
    Customer Service

    Customer Answer

    Date: 11/04/2022

    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:

    ********* only did 1 Attempt to my home thats why i was concern about my package, and the attempts the ***** made about my package is on its way.



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




     

FragranceNet.com, Inc is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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