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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.
  • 234 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/22/2025

    Type:Product 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 placed an order with the company for over $600 and when the item arrived it was damaged, I contacted the company to get a refund since the glass was broken and almost hurt me and they are refusing to send me back my money. I would like a full refund for the order

    Business Response

    Date: 02/05/2025

    Please note our records show that a full refund has been issued to the original pay method used towards this purchase.

    Thank you
    Customer Service

  • Initial Complaint

    Date:01/13/2025

    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 purchased perfume from FragranceNet.com on January 3rd. I received my ****** "payment sent" confirmation but never received my order confirmation from ************. I have sent emails but have not gotten a response. I have a screenshot for proof of payment sent. I would like a refund.

    Business Response

    Date: 01/13/2025

    In response to your inquiry, we sincerely apologize that you did not receive an order confirmation when the order was placed. We also apologize that our responses to your email was delayed, as we have been experiencing higher than normal email and call volume and are working to respond to all inquiries in a timely fashion and mitigate delays as much as possible. We have confirmed that the order was successfully delivered on January 13, 2025. The final delivery was made by **** to the shipping address provided at checkout. Thank you again for bringing the error regarding the order confirmation to our attention. 

    Customer Answer

    Date: 01/14/2025

    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.  Thank you for your help and cooperation with this matter. 

    Sincerely,

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



     

  • Initial Complaint

    Date:01/08/2025

    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.
    Package never arrived promised to res *** or refund I need a full refund to my cc I havent hear from them in days

    Business Response

    Date: 01/09/2025

    Please note our records show that customer has received email correspondence from our **************** Team regarding this non-received delivery. We have issued a full refund to the original pay method for this purchase.

    Thank you
    ****************

  • Initial Complaint

    Date:01/07/2025

    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.
    Hello , my order had supposedly arrived today . After looking for it for a few hours I was unable to locate it , I decided to contact fragrancenet over the phone over an hour before they closed , I was left on hold for over 20 minutes and then the call just cut . By the time I called again it said they were closed . Ive been unable to locate my package I asked my neighbors and nothing , Im not sure where it as left or what happened to it . This is very disappointing because I thought I was getting a really nice deal , and after waiting for my order for a long time this was the last thing I was expecting to happen . Its unacceptable that I had to wait long to receive my order and then it just doesnt even get here, I cant even access a proof of delivery for my order with my *** tracking so thats one less help

    Business Response

    Date: 01/07/2025

    Please allow us to offer our apologies for the non-received package and for any inconvenience this may have caused. Since customer has stated that this delivery was non-received, we have issued a full refund for this purchase.

    Thank you
    Customer Service

  • Initial Complaint

    Date:01/06/2025

    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.
    Ordered a few items and never received them. Ive been attempting to resolve this issue directly with FragranceNet for a couple weeks now but they refuse to take accountability. They first claimed they were unable to issue a refund or send a replacement due to numerous occurrences of packages not being received, except that make no sense because this is my first ever order with them. Then they claimed that my package was being held at a *** location awaiting pickup. So I contacted the carrier and they told me that it was not being held for pickup, it was already delivered. I reached back out to FragranceNet to let them know and they doubled down saying they could not issue a refund or send a replacement due to multiple claims of packages not being received, but again, thats impossible as this is my first ever order. I demand to be compensated immediately.

    Business Response

    Date: 01/06/2025

    Please allow us to again offer our apologies for the non-received package. We have issued a refund to the customer pay method for this non-received package.

    Thank you
    Customer Service

    Customer Answer

    Date: 01/07/2025

    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:01/06/2025

    Type:Service or Repair 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.
    **** present purchased 9 December 2024.When box was opened, the ***** parfum spray has all leaked out and stained the box.The bottle was empty.I seek replacement of only the perfume, the other two bottles are fine.

    Business Response

    Date: 01/06/2025

    Please allow us to express our sincerest apologies for the condition in which this package was received. We are unfortunately, unable to send the fragrance portion of the gift set. We have issued a full refund to the original pay method used towards this purchase.

    Thank you

    Customer Service

    Customer Answer

    Date: 01/06/2025

    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:01/06/2025

    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.
    Purchase 2 expensive perfumes 12/29/24, logged into account the next day to see when will arrive saw that bill to address and ship to were different. Ship to was an address from 3 yrs ago. Tried to change address but could not. Called fragrance message states too many calls must email. Emailed immediately never received response tried calling the next day again same message sent another email. Still no response, This went on for 5 days straight with no response. Finally received a text from ****** who was delivering package messaged them 5 different times and the last 2 times said do not deliver package return to send explaining why. Again no response. Received message Friday stating package delivered and called on trac trying to get this fixed. They said it is too late it is delivered. I have exhausted all my options and not one single rectification has been given. So someone is sitting with two bottles of expensive perfume of min.

    Business Response

    Date: 01/06/2025

    Please accept our apologies for the non-received package.Our records shows that a full refund has been issued to the original pay method used towards this purchase.

    Thank you
    Customer Service

    Customer Answer

    Date: 02/24/2025

    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 had purchased $101.00 in perfume, contacted the company numerous times with no avail. The perfume was delivered to an address I have not lived at in 3yrs. My initial complaint with BBB was refunded back to my credit card but after this case was closed they charged it back to my discover card. This company is unreal. My initial case number was ********. I have never received this order and explained that to them previously. I sent them an email as soon as I saw the charge again and asked for them to ship me the perfume since they recharged my card again or apply the refund again. They have never responded again. Can you please help me resolve this problem with them? 
    ***** ********




     

    Customer Answer

    Date: 03/06/2025

    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 since canceled the credit card so no further transactions can be processed. I would appreciate you either mail the refund to the correct address or mail the products not received by me to the correct address 

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





     

    Business Response

    Date: 03/06/2025

    In response to your inquiry, we have confirmed with ****** as of March 6, 2025 that the dispute is still ongoing as they are still investigating the transaction. Please note, we have made ****** aware that we attempted to issue the refund directly on January 6, 2025 but the refund was rejected due to the chargeback. Once the dispute has been closed, we are only able to issue a refund to the ****** account. In the event the card on file is no longer active, ****** will give you the option to transfer the refunded amount to the payment method of your choice. We will continue to monitor the dispute and work with ****** to resolve the issue as quickly as possible. We have made ****** aware that you are entitled to a full refund for the order. Thank you. 

  • Initial Complaint

    Date:01/06/2025

    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.
    Transaction Date 12/12/24 Ordered perfume and paid $62.33 Perfume was never delivered but company says it was. Company contracts with 3rd party for delivery and they say that we need to go through *************. According to delivery records it was delivered on 12/25/24?????

    Business Response

    Date: 01/06/2025

    Please accept our apologies for the non-received package.Since customer has indicated that this package has not been received, we have issued a full refund for this purchase.

    Thank you
    Customer Service

    Customer Answer

    Date: 01/06/2025

    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:01/06/2025

    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 ordered the perfume several weeks ago and it was delayed. Then they stated it was delivered so we checked the cameras around the house and it was never delivered.

    Business Response

    Date: 01/06/2025

    Please allow us to extend our apologies for the non-received package. Our records show that a member from our Team has received customers email and a full refund has been issued for this non-received package.

    Thank you
    Customer Service

  • Initial Complaint

    Date:01/06/2025

    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.
    I am missing two perfumes. I purchased six perfumes on 12/27/24. Yesterday ****** delivered the package and only four were in the box. The delivery email states that all six were delivered. That is not true. I am still missing one Splendor and one ***** *****. Order number *********

    Business Response

    Date: 01/06/2025

    Please allow us to begin with our apologies for the missing items within your shipment. Our records show that an agent from our Team, has responded to customers email and a replacement has been processed for the missing items. Email notification will be sent to customer once the order ships.

    Thank you
    Customer Service

FragranceNet.com, Inc is BBB Accredited.

BBB accredited business seal

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

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