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:10/31/2022

  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.

  Purchased a perfume on Monday from them which was given a delivery estimate of 5-7 days from purchase date.Its Saturday now and still product has not been shipped. They said multiple times that product is ready to be shipped. I called customer support and asked them for an update to which I got the reply YOU WILL GET AN EMAIL WHEN IT SHIPS from a very rude lady. So I politely asked her if she can give me an ETA and got the reply Its not my business. ***** get an email I told her I have a flight out in a few days, is it possible to have expedited shipping. To which she bluntly said No Then again I mentioned that it has been ready to ship since Tuesday and she said in extremely rude tone YOU WILL GET AN EMAIL WHEN IT SHIPS! and then proceeded to ask in a frustrated way Is there anything else I can do for you?This is the first time I have ordered from this company and I feel like more than losing money its also about losing valuable time because I could have purchased that product from somewhere else. PLUS now it does feel like a scam to me. and basically I paid money to bear with rude behaviour and frustration.

  Business Response

  Date: 10/31/2022

  Please allow us to begin with our sincerest apologies for the delay with receipt of this package. Our records indicate that this order has shipped and is currently in transit with the courier for delivery. Under normal circumstances, most packages are received within 3-5 business days from the date of purchase. This order is still in transit with the courier and the estimated delivery date has not yet been posted by the courier.  We are anticipating the courier to update the information on their website. We ask that customer contact us again on November 3, 2022, if the package is not received.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:10/28/2022

  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 am writing this complaint regarding order *********. I ordered multiple fragrances on behalf of someone. I tracked the order from start to finish and noticed that tracking was updated to delivered. I went to look for my package and was unable to locate it. I figured that I should wait a couple additional days and while waiting I continued to look for it and asked my neighbours if they saw it. They did not. I then reached out to the customer service on FragranceNets website and was upset to see that they would not refund me despite stressing that I ordered this on behalf of someone and we wanted to reorder. Some of the items already went of out stock so we wanted to get a refund before more items potentially go out of stock yet theres no assistance and no guarantee of anyone assisting us. Now I am left without my items and my money. I am disappointed with this company and hope someone will assist with the resolution of a refund asap.

  Business Response

  Date: 10/28/2022

  We have issued a full refund for the nonreceipt package. A refund can typically take 3-7 business days to appear into their account.

• Initial Complaint

  Date:10/28/2022

  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: # ********* Order Date: Friday, October 14, 2022 - 10:28 *********** **************** Ground **** Shipping (5-9 business days)I have not recieved this order and my order shows no status updates or an assigned tracking number for shipping. I have reached out to the company numerous times via email and phone and get no response. They charged me $44.97 for my total order. They have my money and I have no product. I want a FULL REFUND for their lack of providing the services they claim to offer, charging me without presenting the product and completely no communications from the company. It's one thing if they are out of product or down staff but they need to communicate this information with their consumers which they obviously have not, if these are the issues. Hence the constantly bad reviews and upset customers. Answer the phone or even put an automated recording on the line. Not just a busy signal or ringing until the line hangs up. Poor business execution.

  Business Response

  Date: 10/28/2022

  This order was delayed in our warehouse awaiting on the arrival of two products this customer ordered.  As per the customers request, we can cancelled this order and issued a full refund. We apologize for the inconvenience. 

  Customer Answer

  Date: 10/31/2022

  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:10/28/2022

  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 one order with this company and was charged four times. I have reached out to customer service via phone but no one ever answers the phone. I emailed them and received a generic email response saying they don't have any information or show that an order was placed, but I have four different emails regarding the order. This company operates very shady and it shows by the way they do business and the rating on your site. I need help with this!

  Business Response

  Date: 10/28/2022

  Our records indicate the last order we have for this customer was placed on September 9, 2022. We do not see any duplicate charges. We will attempt to reach out to this customer for more details.

  Customer Answer

  Date: 10/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   

   I have documentation of the order that was charged to my PayPal account four times.

   

   ***************************

  
  
  
  
   
  

  Customer Answer

  Date: 11/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   I have sent the documents to the business.

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

  Business Response

  Date: 11/14/2022

  Response to BBB-
  
  Please be aware FragranceNet has verified a pending transaction on customers account. PayPal has reversed $55.89 back to the customers account. We do not have visibility of other pending transactions. If there are other pending transactions, we ask that customer reach out to PayPal for further assistance. We have included all details that FragranceNet was able to verify.
  
  Thank you
  Customer Service

   

  Transaction details
  *****
  ********* ****
  ********* *** **** ** ******** ** ***
  *********** *** *****************
  ******* ******* *********
  
  
  
  ***** ******
  ******* ***
  
  
  
  ** **** ** ****** ******* ** ****
  
  
  
  
  *********** ******** ******* ***** ****** *** ****** *** ******
  *** ** **** ************* **** *********************** ******* ****** *** ***** *** ****** ***
  *** ** **** ******* **** *********************** ******* ****** *** ****** *** ****** ***
  *** ** **** ******* **** *********************** ******* ****** *** ***** *** ****** ***
  
  
  **** *******
  ***** ******
  ******* ***
  ****** ***
  ***** ***
  
  
  *** ******
  ******* ***
  
  ******* ****
  ***********************
  *** ******** ** **** ******* ** ********
  ******************

• Initial Complaint

  Date:10/28/2022

  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'm filing a complaint against Fragrancenet.com. I purchased ( or thought I was purchasing) a clipper and trimmer set from them. My order # is: *********. I made this transaction on 10/21/2022. I used an app called Afterpay to make the purchase. The total for the purchase is $333.16. I was told on the website once my order ships I would be notified through email. That was on the date of purchase: 10/21/2022. I went on the website and checked my order status. It's saying my products are in the warehouse. It has been saying that for the last 5 days! I tried to cancel the order so I could get a refund and be done with it. They told me my cancelation review was pending. 15 minutes later they messaged me on the website and declined my cancelation saying the order was being processed for shipping so I could not cancel it. I have tried to call them several times and have been on hold for a representative for insane amounts of time. Longer than 30 minute wait times. How is that even possible?? They said the hours o operation are M-F 9am-5pm EST. I have called 3 days straight exactly at 9am their time and have still been on hold! How are all the representatives busy helping if you just opened?!?!? All I want is my money back. These people really need to be investigated!!!

  Business Response

  Date: 10/28/2022

  Please accept our apologies for the delay with receipt of the order and for any inconvenience this may have caused. We were experiencing unanticipated delays at our warehouse which caused unfortunate delays with orders shipping from our warehouse. Our records indicate that this order is currently in transit with the courier and is expected to be delivered by ***** on Sunday October 30, 2022. Tracking information has been emailed to customer; in which this information may be confirmed. We ask that customer please allow for this delivery before a refund is issued.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:10/26/2022

  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.

  MY ORDER NUMBER IS ********* Ive ordered the items for the price of ****** which was deducted from my account immediately. A week later no response from the company about anything about my order but they are still sending emails about other products on their website. I even paid for 2-3 buisness day shipping to get the product faster. I even called the company and waited on the phone for 4 hours and no answer Ive called for 3 days in a row sent emails and no response

  Business Response

  Date: 10/26/2022

  Our records indicate this order was awaiting the arrival of a few products. Therefore, it has not yet been shipped. As per the customers request, we have cancelled the order and issued a full refund. A refund can typically take 3-7 business days to appear into their account. 

  Customer Answer

  Date: 10/27/2022

  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:

  Why state you have the product then ,why?  1.  Keep stating you have the product on your website   2. Not inform the customer that you dont have the product they ordered and paid for and not send the products that you do supposedly have instead of holding the whole order. 3. Send the refund before the customer had to force your hand  to respond on the BBB instead of your own contact us avenues 
  

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

  
  
  
  
   
  

• Initial Complaint

  Date:10/12/2022

  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.

  On September 29 I ordered two Clarins fragrances from Fragrancenet.com. On October 7th I received two items labeled TESTERS (not for sale) of a completely different kind, they read ****** ******* When I contacted the company the same day I received my package, I let them know they made a mistake and sent me something I didn't order. I also asked for an imminent refund due to their mistake and the fact that I'm having surgery in a few hours and won't be able to process a return until fully healed. In addition, in **** we do not have **** or ***** pickup services due to the lack of service we experience in this tiny island. I also sent them pictures of the items they sent me as proof of their error. The company representative who answered my complaint outright refused to process an immediate refund and asked for the erroneous products back first. What is striking in this experience is that Fragrancenet is being allowed to sell products that are labeled testers not for sale and, in addition they're circulating these products without request from the customer, as I never ordered the perfume they sent me. In addition, they don't publish the negative reviews customers leave, as I left two reviews days ago and they don't appear on their website. I don't see how a company that makes use of such unethical business practices is allowed to still be in business.

  Business Response

  Date: 10/13/2022

  Please accept our apologies for receiving the incorrect items from our facility and for any inconvenience this may have caused. We will cancel the return request and issue a refund to the original pay method used for this purchase.
  
  Thank you
  Customer Service
  

  Customer Answer

  Date: 10/13/2022

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

• Initial Complaint

  Date:10/12/2022

  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 placed an order from FragranceNet.com on August 30th 2022 with Order number *********. Today October 9th 2022 still haven't received my package. Opened an investigation thru *** and they telling me the Seller is the one who needs to start the claim, and I wonder. How can you, as a seller (FraganceNet), redirect customers to *** to file a claim knowing it is you who needs to open it? Also, I went through Afterpay, my method of payment and, they told me, as a method of payment they can NOT file a dispute. REALLY! I though Afterpay have a Bank and a Dispute team, RIGHT!! Any-who, after they both resolution were a dead end I went Back to FraganceNet, which by the way, their first response was to contacted *** and Afterpay before attempting to resolve the issue with them, and if they couldn't help then FraganceNet will, I did exactly that. Now they're saying based on multiple packages not being delivered to me they can not assist. I believe they got confused, like one of the email, after first contact, stating I need to contact Paypal when I didn't use Paypal to pay them, they mixing customers up. WHAT PACKAGES FraganceNet? First and Last time I order from them. I will make my life a h*** of bad reviews for this guys everywhere online. My 3 fragrances totaling over $800 will NOT go to waste. One last thing, All I want is a replacement OR store credit to place similar order, NOT a refund, I don't need the refund since I'm placing same order. FraganceNet, like my fellow reviewer said here, you really should be ashamed of yourselves for scamming and conning people out of their hard-earned money in this way. I sincerely hope you get sued into oblivion and run out of business. Worst business in the US. My email is *************************** Another last thing. Why will FraganceNet also ask customers to go thru their delivery courier or method of payment when they refuse to be hold accountable when charge backs are filled? WORST WORST WORST COMPANY.

  Business Response

  Date: 10/13/2022

  We apologize that your package has not been received.  We have issued a refund back to the original method of payment. A refund can typically take 3-7 business days to appear on your account, (depending upon your bank).

  Customer Answer

  Date: 10/13/2022

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

• Initial Complaint

  Date:10/11/2022

  Type:Sales and Advertising 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 am trying to reach a customer service representative over the phone, Ive called numerous times, and each time Ive called the phone line disconnected after 30 minutes. This company provides their phone number yet refuses to answer calls. I am having a major issue with my order, order *********. I had ordered the ****** Woman in Gold fragrance, and was sent a Dolce and Gabbana fragrance instead. The ****** fragrance was supposed to be a gift, and so this issue has caused me a major inconvenience. I want to return this product and get my money back. It is so shady how you cannot reach anyone. I tried to reach a representative over live chat as well, and after an hour of waiting for a representative nobody had shown up.

  Business Response

  Date: 10/12/2022

  We would like to offer our apologies for receiving the incorrect item and for any inconvenience this may has caused. We have processed a return and we have emailed a prepaid postage return label to customer. Upon receipt of the returned item, a full refund will be issued to the original pay method.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 10/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The item was returned and delivered, yet I have still not been refunded.

   

  ********* ******
  
  
  
  
   
  

  Business Response

  Date: 10/17/2022

  Please note our records show that customers return package has not yet been received by our ******************* According to the information provided by the courier, the package is expected to be received on October 20, 2022. Once the package is received and processed, customer will receive email notification. The link provided below shows transit for return package.
  
  *******************************************************************************************
  
  Thank you
  Customer Service

• Initial Complaint

  Date:10/10/2022

  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.

  ********* is my order number, an this isn't the first time this business has done this to me. I paid for express shipping 1-2 day and here it is over a month later an still haven't received nothing. I'm extremely upset an they could care less an that's if I'm even able to reach someone over the phone cause 9* outta 10 you can't reach anyone. Horrible company dont waste your time

  Business Response

  Date: 10/11/2022

  Please allow us to begin with our sincerest apologies for the delay with receipt of this order. Our records indicate that we have issued a refund for the original shipping charges, for the delay and we have applied an additional 10% discount. According to the information provided by the courier, the package shows delivered on October 11, 2022, at 2:21pm. We ask that customer reach out to us if this package is not received.
  
  Thank you
  Customer Service
  

  Customer Answer

  Date: 10/12/2022

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