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:10/10/2022

  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.

  I was trying to order a perfume from this site and when I got to the check it gave different options to use as payment . Cash App was one of them. I used Cash App and it redirected me to it and i paid the amount $61.74 it took the money right away and then redirected me back to the fragrance site but it just kept spinning never going to the shipping part. So I contacted them and the said they cant find anything , so I explained to them what happened. The said that it would go back on my car in 2 days . I waited it never happened. Then i email them and they said 2-7 days. That never happened. Called them again after waiting for like 25 mins on hold, for the lady to tell me the same thing . I just want my money back.

  Customer Answer

  Date: 10/11/2022

  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:10/10/2022

  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 bought 3 perfumes on July 11, 2022 from this company for a total of $169.89. The company uses ***** as a delivery company. As the days passed and I did not receive the package I checked the ***** tracking number. It said it had been delivered on July 15 2022 in the mail room. We do not have a mailroom, so they should have left it by my door or on the floor by the mailboxes since they are located outside, on the ground floor (I live on a fourth floor). The package was not there and I never received the merchandise.I wrote to the company, called **************************** at least three times. They never answered the calls and never responded to my email explaining what happened to my merchandise. I want my $169.00 dollars back, if you can get it for **** attached the order confirmation I received via email and a screenshot of the amount debited from my checking account.Thank you,****************************************, **.

  Business Response

  Date: 10/11/2022

  We apologize that the customer has not received their package. Our records indicate that we have reached out to customer, via email, offering to send a replacement package. In addition, we asked customer to verify their shipping address prior to sending the replacement package. We have not received a response from customer.  We have issued a refund to the original pay method for this purchase.
  
  Thank you
  ****************
  
  
  
  
  ***** ***********************
  ***** ******* ****** ** **** **** **
  *** ************************
  ******** **************************
  
  Thank you for your most recent FragranceNet.com purchase.
  
  Please allow me to begin with our apologies for the non-received package and for any inconvenience caused while attempting to reach our **************** Team.
  
  We have received your feedback on Trust Pilot and we would like to create a replacement package for you. We ask that you please verify your shipping address and respond to this email at your earliest convenience.
  
  On behalf of myself and FragranceNet.com, I would like to again offer our apologies for this experience. Please contact me at your earliest convenience.
  
  Thank you
  fragranceNet.com
  **************** Manager
  *****************************
  

  Customer Answer

  Date: 10/15/2022

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

  I have checked my email and I have never received that email from *********************** or from fragancenet, despite of what it shows there. I checked my Inbox, my Trash folder and my spam folder. The email is not there and it has never reached my Inbox.

  Please let me know how to proceed.

  Thanks.

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

  Business Response

  Date: 10/17/2022

  Our records show that a full refund has been issued to customers original pay method.Originally, and email was sent to customer offering a replacement, however,since a response was not received, a refund was issued. Please find the original email attached.
  
  
  
  ***** ***********************
  ***** ******* ****** ** **** **** **
  *** ************************
  ******** **************************
  
  Thank you for your most recent FragranceNet.com purchase.
  
  Please allow me to begin with our apologies for the non-received package and for any inconvenience caused while attempting to reach our **************** Team.
  
  We have received your feedback on Trust Pilot and we would like to create a replacement package for you. We ask that you please verify your shipping address and respond to this email at your earliest convenience.
  
  On behalf of myself and FragranceNet.com, I would like to again offer our apologies for this experience. Please contact me at your earliest convenience.
  
  Thank you
  fragranceNet.com
  **************** Manager
  *****************************

• Initial Complaint

  Date:10/03/2022

  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.

  I bought 2 bottles of perfume online from ***************************** on April 6th 2022 . Order #********* with a total of $149.16. When I got the package. I opened it and it was one bottle broken. I called **************** at ************************ and was on hold for over one hour. I hang up. And I tried to call multiple times but was not successful. I also emailed the email address "*********************", and "****************************". And I never got a reply back to me. I called my credit card *********** to contact FragranceNet. Finally, FraganceNet sent me RMA Issued: #*******. I sent the broken bottle back and showed that they got the return item. Then I called to ************* ********** and this time they answered the phone and said they will make refund back to me $56.79.I checked my money refund on my *********** and PayPal( I purchased through PayPal with my *********** credit card). I did not see any money back. I called ************* (********) again with a long holding, I ended emailed them and they replied back that they sent the money refund back with PayPal on June 7th, 2022. I sent a message to the chatbot with PayPal and they could not find where was the refund. I emailed FraganceNet back again and again to find the refund, but they replied to me the same "Thank you for contacting Fragrance.com. Order #*********. Our records indicate that you have previously contacted us, and your issue has been addressed. If further assistance is required, please contact us again at your earliest convenience. Thank you, Fragrance.com **************** ********************************************************** (international)"As of today, I still do not get my refund because FragranceNet, PayPal, and *********** are not helping to locate my refund.

  Business Response

  Date: 10/03/2022

  Our records indicate we attempted to issue a refund for $56.79. However, the refund failed due to an open dispute on the transaction. We were able to successfully issue the refund in the PayPal portal and the customer should see the refund reflect in there account shortly. 

  Customer Answer

  Date: 10/04/2022

  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 helping me solve this problem.

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

  
  

• Initial Complaint

  Date:09/13/2022

  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.

  This is in regards to order ********* . I had reached out via email a few days ago, and I never received a response. My package had arrived on September 9th, completely empty. There was nothing but brown paper wrappings and cards inside. The two fragrance bottles I had ordered never came in. The package was shipped with the following carrier, *************. This is a carrier that Im unaware of. I have no clue why this carrier was used.

  Business Response

  Date: 09/13/2022

  We apologize for the inconvenience this situation may have caused. We have issued a full refund for this order. A refund can typically take 3-7 business days to appear into their account.  

• Initial Complaint

  Date:09/12/2022

  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 ordered perfume and cologne on Wed the 7th of September and I wanted them for our vacation which we're leaving Sunday and so I paid extra money to have it delivered in 1-2 days. But they just turned it in to the mail center today at like 4pm. I got a tracking ************* estimated the delivery date September 12th by 9pm. Now I'm no genius but that's not a 1-2 day delivery and I don't understand why it took them so long to turn it over to the delivery service. I mean it took them 2 days just to get it to the shipping company. Unless they overnight it to me I will not b ordering from them anymore and I usually order every couple months.. also how can you ( the BBB) back them when they have a rating of 1.6 out of 5? That's horrible n doesn't say very much for the BBB!

  Business Response

  Date: 09/12/2022

  We would like to offer our apologies for the delayed delivery. Our records indicate that this package was delivered on September 12, 2022. The delivery commitment stated the package was expected to be received within 1-2 days from the date of order. We have issued a refund to the original pay method for the shipping cost.
  
  Thankyou
  Customer Service

• Initial Complaint

  Date:09/08/2022

  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.

  MY ORDER CAME DAMAGED TWICE. I HAVE PROVIDED PICTURES OF THE DAMAGED ITEMS TO THE CORRECT EMAIL NUMEROUS TIMES AND RECEIVED NO REPLY. I WANT A REFUND ASAP. NO ONE CALLS ME BACK AND NO ONE ANSWERS THE ****** NO ONE RESPONDS TO THE EMAILS EITHER.

  Business Response

  Date: 09/08/2022

  Please accept our apologies for the condition in which your replacement order was received. We have issued a refund to your pay method of the damaged items.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:08/30/2022

  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.

  Note I placed an order that was supposedly be delivered in 2 days Order# ********* I tried contacting customer service 5 times to no avail waited for 2 hr on the phone to no avail,Emailed 5 times to no avail tracking number given only states label created by **** no time in delivery.Very unprofessional service A wasted day for me trying to contact this company to no avail.No response whats so ever.VERY DISAPPOINTED.

  Business Response

  Date: 08/30/2022

  Please allow us to begin with our apologies for the delayed package and any inconvenience this may have caused. Our records show that our Team responded to customer via email on August 27, 2022 and provided the time frame for this standard delivery. We have tracked the status for this order and according to the information provided by the courier, the order is expected to be delivered on August 30, 2022. With this standard delivery service, the estimated time of delivery is 2-4 business days. Our records show that this order was delivered to customer on August 30, 2022 at ******. This package was delivered within the suggested time frame. Since we have confirmed delivery for this package, we have not issued a refund to customer for this purchase.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 08/31/2022

  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: 

   Requesting a refund have not receive the package, note I live in a private building with a buzzer to enter if the packages r left outside in front of lobby chances are it will be taken, I will give it a day or two to see if I receive the package. 

  
  

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

  Business Response

  Date: 09/06/2022

  *************** has been conducted by the customers financial institution regarding their most recently placed order.  A dispute has been initiated and the account is currently under review by the customers bank.  While accounts are under review, Merchants are not provided the ability to process refunds to the payment method used towards this purchase. We understand that the order has not been received and FragranceNet will be more than willing to issue the refund once approved to process the refund.The customer has the option to cancel the dispute, and the hold with be lifted from the account. FragranceNet is currently awaiting a response from the bank with regards to the process of this dispute.
  
  Thank you
  Customer Service
  

  Customer Answer

  Date: 09/08/2022

  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 SHALL AWAIT FOR THIS MATTER TO BE RESOLVE AS STATED BY FRAGRANCE NET A REFUND WILL BE PROVIDED OR THE MERCHANT CAN AGREE TO MY BANK TO BE CREDITED FROM THIS CHARGE. 

  I SHAL AWAIT EITHER DECISION THANK YOU  

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

• Initial Complaint

  Date:08/19/2022

  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.

  i Returned some items and did not get no refund for two bottles of bedhead leave in conditioners nor a credit they claim the items were not inside the box but I did put it inside the Box.here is order number.********** They sent me an email which they sent as a rude email saying I did not put the items in the box when it was inside the box it took a long time to get the money back too for the other item

  Business Response

  Date: 08/19/2022

  Please accept our apologies for the incomplete refund. We have made the adjustment and we have refunded customer for the additional returned items.
  
  Thank you
  FragranceNet.com
  Customer Service
  

  Customer Answer

  Date: 08/20/2022

  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:08/16/2022

  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 was placing an order on fragrance net online of$177. at the check out it gave me a choice to pay with Amazon account. i thought that was convincente save me time so i did that. My Amazon account is linked to my online debt credit karma account . i get notified when my cards being charged. As the process of payment was going through it logged me of by itself. i got a notification right after being logged of of a charge from Amazon gor$177.84 i try logging back to fragrance net and my order is still in my bag no receipt or confirmation number of my order nothing i called fragrance net to only get an answering Machine stating to call back in working hours which are mon.-fri from 9am to5p and hangs up. ???i dont know what else todo please help me

  Business Response

  Date: 08/16/2022

  Please accept our apologies for the experience while attempting to place an order on our website and for any inconvenience this may have caused. Our records show that customers order was not successfully submitted into our system. If there is a pending hold on the customers account, the hold will drop from the account as FragranceNet is unable to authorize the charge since the order was not received. The funds will be returned back to the customers account.
  
  Thank you
  FragranceNet.com
  
  

• Initial Complaint

  Date:08/15/2022

  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.

  I purchased two bottles of JV X NJ ************************* ******************* blue cologne 4.2 oz oder # ********* on 7/18/2022. I received the order but one of the bottles will not spray correctly. I have attempted to contact the company multiple times via phone, email, and chat and have not been able to reach anyone. I am getting ignored. I would like a return shipping label so I can send this bottle back and get a full refund for the bottle of cologne.

  Business Response

  Date: 08/15/2022

  Please accept our apologies for the condition in which you have received your item and for any inconvenience this *** have caused.We have checked our records and we were able to confirm that we received an email from customer on August 15, 2022. Our Team emailed customer a prepaid postage return label that *** be used to return the damaged item. Upon receipt of the returned item, refund will be issued back to the original pay method.
  
  Thank you
  FragranceNet.com