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:03/03/2025

  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 placed an order for A.Bottle of coloand it said it was delivered *** refunded them their money and they had still not answered back through email.Or any type of refund or return of the autumn

  Business Response

  Date: 03/04/2025

  In response to your inquiry, we sincerely apologize that your order had not been received after it was marked delivered by the courier; and we apologize for our delayed response. Our records indicate a reshipment was requested and issued on March 3, 2025 and has shipped from our warehouse. An email has been sent with a new tracking number for the replacement order. We thank you for your patience as we are experiencing a high volume of inquiries at this time; we are working to mitigate delays as much as possible. Thank you. 

• Initial Complaint

  Date:03/03/2025

  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 am writing to report that my order, #*********, was marked as "Delivered, Front Door/Porch" on March 1, 2025, at 12:03 PM by **** tracking. However, I have not received the package.I have made multiple attempts to contact your customer support regarding this issue. I tried to reach you on Saturday and Sunday, but your support was unavailable. I attempted to contact you again on Monday, but was still unable to reach anyone.I am very concerned about the whereabouts of my order and request your immediate assistance in investigating this matter. Please advise on the next steps to be taken to locate my package or provide a resolution.Thank you for your time and attention to this matter.

  Business Response

  Date: 03/05/2025

  In response to your inquiry, we  apologize that your order has not been received and apologize you were unable to reach our customer service department. We have issued a full refund to the method of payment on the order. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). Thank you.

• Initial Complaint

  Date:03/03/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order from Fragrancenet for several items which meant I received free shipping. In this order was the ***** Master X perfume for a promotional amount of $4.99 and I was excited to try it. When my order was ready to ship they removed the perfume telling me that it was not in stock but on the same day I received 3 marketing emails to buy it before it sold out. I feel it was removed because of the price as it was now being sold for $16.99. I tried calling but the *** was just reading from a script and wouldnt let me speak with a manager. I emailed them and they sent me an invalid code and then another code that charged me $14.99 and shipping. I literally feel like they are playing with me and its not funny.All I want is the Money Master X perfume for the $4.99 price that I originally purchased it for and with free shipping because I shouldnt be charged. Is this company unethical?!?

  Business Response

  Date: 03/03/2025

  We would like to express our sincerest apologies to customer, for this experience and for any inconvenience this may have caused. Our records show that the item became out of stock during the fulfillment stage at our warehouse.  We make every attempt to fulfill orders completely, and unfortunately, we fell short of that commitment. Your account has been refunded for the unavailable item and our records show that an agent has provided you with a coupon of higher denomination, has been provided to you. This coupon may be used towards your next online purchase.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 03/04/2025

  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 first attachment shows the new code they gave that now charges me $14.99 and the second attachment shows that on my original order I was charged $4.99.

  Why did I receive 3 mass marketing emails to hurry up and buy the perfume when they said it was out of stock?!?!?

  Not only is it $10 more than I would have originally paid but I would now have to pay shipping. These facts speak for themselves and back up my complaint. 

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

  
  
  
  
   
  

  Business Response

  Date: 03/04/2025

   In response to your inquiry, we sincerely apologize that the price of the item has changed. The coupon originally used on the order has now expired. However, if you wish to place a new order for the item now that we have received more stock, we are more than happy to match the original price paid for the item. Once a new order has been placed, please contact our customer service and we will manually refund the difference for the pricing discrepancy. The price paid has been noted within the account as well as our offer to meet the previous price paid. We thank you for your feedback. 

  Customer Answer

  Date: 03/06/2025

  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:02/28/2025

  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.

  Hello I called on Monday to ask about my Order: # ********* being delivered since it said it was out for delivery on the prior week on Friday but it wasnt . They told me to wait 2 days because sometimes they dont update their system . I did and now it seem like they shipped my order to the wrong place . My address is ***** ***** *********************************************************** The tracking number ****************** shows that it was delivered to *************** which is not where I put to receive my order , I will attach the proof here

  Business Response

  Date: 03/02/2025

  Please allow us to begin with our apologies for the non-received package. Since this package was not received and delivered to the wrong city and state, we have issued a full refund to the original pay method. Refunds typically appear on accounts within 2-7 business days.

  
  Thank you
  Customer Service

• Initial Complaint

  Date:02/27/2025

  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 a bottle of Jadore fragrance. It was on sale , therefore I thought I was getting a good deal. I had to open the box to test and it literally has no smell . I think either it is past expiration or water down. I sent a few emails and have yet to get a response.

  Business Response

  Date: 02/28/2025

  Please note our records show customer has already reached out to our Team regarding this item. We have created and sent a prepaid postage return label to customer so that the item may be returned for refund. Upon receipt of the returned item, a refund will be issued to customers pay method.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:02/27/2025

  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 am filing a complaint against ************ due to their failure to deliver my order and their complete lack of response to my attempts to resolve the issue.On February 12, 2025, I placed an order for two fragrances totaling $445.76. According to the tracking information, the package was marked as delivered, but I never received it. As soon as I noticed the issue, I reached out to the company through multiple emails and phone calls, but they have never responded to any of my inquiries. It has now been an extended period without any updates or resolution from their end. I am extremely frustrated with the lack of communication and customer service. I have made several good-faith attempts to contact them, yet I have received no response at all. At this point, I am seeking refund because I am going nowhere with them.

  Business Response

  Date: 02/27/2025

  Please allow us to begin with 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. This refund should appear on the account within 4-7 business days, depending on the bank.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 02/27/2025

  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. I have been refunded
  
  Sincerely,
  
  ******* ****
  
  
  
   
  
  

• Initial Complaint

  Date:02/25/2025

  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 ordered this cologne around a month ago and it said it delivered about two weeks ago now but I havent gotten anything, and fragrancenet customer support has been no help at all. Ive tried calling, emailing, and chatting all countless rimes but have only gotten one response back telling me that since a return was created on the order they wont look into it?? I never created a return for my order because I never even got it why would I create a return for something I havent received yet that I was planning on keeping?? I would like some help or just a normal response from fragrancenet as theyve been basically ignoring me for weeks.

  Business Response

  Date: 02/25/2025

  Our records indicate this order was successfully delivered to the address provided. If this customer did not receive their order, we suggest they contacting their payment provider and dispute the charge. 

  Customer Answer

  Date: 02/26/2025

  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:

  Whenever a package is delivered to me a picture is taken, which for some reason wasnt taken this time. I was home all day the package was supposed to be delivered and no delivery company delivered anything to me that day, and again, NO PICTURE was taken at all, I even have my ring doorbell footage to prove that nothing was delivered that day. This company is a complete scam Ive never experienced customer service anywhere as horrible as this place, I wouldnt recommend this horrible scam of a company to anyone.  

   

  ******** *******
  
  
  
  
   
  

  Business Response

  Date: 03/17/2025

  Please note we would like to begin with our apologies for the non-received package and for any inconvenience this may have caused. We have issued a refund to customers pay method.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 03/19/2025

  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:02/25/2025

  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 ordered a full 100ML bottle of Gritti Gossip Night from ************* and while I did receive a delivery a couple days later my issue isn't with delivery. When I opened the box I was hoping to find my product ordered but instead and to my shock and disappointment all that was in this box were 2 sample leaflets of 2 other types of perfume that I have no interest in and I definitely would not pay $165.00 for sample leaflets. This isn't a simple mistake. These people at this company are scamming the public consumers. I will never again use this company and I will be sure to read more reviews and check the BBB website from here forward before making online purchases. Had I done that I wouldn't be in this situation now . They do not answer the phone when you try to call nor do they respond when you email them. I have filed a dispute with my bank and I'm sending them back their sample packets if I can get a return label from them because I'm not paying the fees to return free samples but I want them to have back what they thought was acceptable to send me for my $165.00. I do not want a credit or replacement as I see many people have found their products to be "knock offs" or illegitimate. I would appreciate a full refund and not to deal with these people again.

  Business Response

  Date: 02/25/2025

  We apologize for the inconvenience this situation may have caused. We have issued this customer a full refund. Please allow 3-7 business days for the refund to appear into your account. 

  Customer Answer

  Date: 02/25/2025

  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 not received the full refund yet that ************ has said they will refund to my bank account so at this time I can't say my complaint is resolved when it's not.  If and when I do receive my full refund I will send a response of satisfaction so this matter can be closed at that time. Currently,  I'm still waiting for the refund so I will wait the 3 to 7 days they've requested for them to furnish my refund and then I'll enter another response.  

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

   

  I did receive a full refund to my account earlier today.  While I am very disappointed that my order and purchase turned out the way it did,  I will say that I'm very satisfied with the quick and almost immediate response and resolution of my complaint.  I made this complaint this morning and it's only been a matter of hours and the full amount of my refund which is the original amount purchased is already back in my account.  I won't be using this site again but I do appreciate the immediate action taken by FragranceNet.com to resolve and satisfy this matter.  

   

   

  Thank you, 

  ******** ******* 

  Complaint ID# ********

   

  
  
  
  
  
   
  

• Initial Complaint

  Date:02/21/2025

  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'm writing because I'm beyond frustrated with my recent order # *********. **** tracking says it was delivered on February 20th at 1:59 pm, right at my front door. Except...it's not there. I've checked everywhere front porch, back porch, bushes, even with my neighbors. Nothing.Honestly, this is ridiculous. I'm really disappointed, especially since I was looking forward to getting my fragrance. I've tried contacting customer service, but it's like pulling teeth! Waiting on hold for an eternity is not my idea of a good time. And the live chat? Forget about it. It's either down or I'm stuck in another endless queue. Who has time for that?I need to know what's going on with my package. Was it misdelivered? Lost? Stolen? I'd appreciate it if someone could actually look into this and get back to me ASAP.

  Business Response

  Date: 02/22/2025

  Please allow us to begin with our apologies for the non-received package and for any inconvenience this may have caused. We have issued a full refund to customers original pay method.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:02/19/2025

  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 (#*********), which was marked as delivered by **** on February 18, 2025, at 4:07 PM to my front door/porch. However, I never received the package, nor did I receive any real-time delivery notification. I only received an email from FragranceNet at 9 PM PST, stating that my order had been delivered.I checked all surrounding areas thoroughly, and there was no package to be found. It is concerning that **** did not ensure the package was securely placed. Additionally, I have been trying to reach ************ customer support, but either the service is offline, or I am stuck on an indefinite hold with no response.

  Business Response

  Date: 02/19/2025

  Please allow us to begin with our sincerest apologies for the non-received package and for any inconvenience this may have caused. We have issued a full refund to the customer pay method used towards this purchase.
  
  Thank you
  Customer Service