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:01/06/2025

  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 placed an order on 12/9/24 for two colognes. The total was $118.71. I have yet to receive the order. Supposedly, the items were shipped with OnTrac, but items have been sitting in the same place for weeks. I have made multiple attempts to contact the company, but their recording states that no one is available to answer the phone due to unexpected circumstances. I have emailed and have received no response. I want a full refund.

  Business Response

  Date: 01/06/2025

  Please note our records show that a full refund has been issued to customers pay method for this purchase. In addition, the shipping address was not received at the time of order. The courier wis unable to complete delivery and this package will be returned to sender.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:01/03/2025

  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 ordered a few fragrances, totalming almost $300.00, on Fragrancenet. Order was placed December 30. My card was charged in its entirety and I have proof. I have yet to see my order reflectes on their site, they say they cant find it (through email, as the phone lines dont work for them). I have NOT gotten any confirmation, tracking or proof of order but they took my money and are unresponsive.

  Business Response

  Date: 01/03/2025

  Please allow us to begin with our apologies for this experience and for any inconvenience this may have caused.  Our records show that the order was not successfully received through our system. If there is a pending authorization on customers account, the funds will be returned to the account. Since the order was not processed, we are not settling on the authorization. Customers pay method can assist with dropping this authorization.
  
  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:01/03/2025

  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.

  Trying to return two orders but unable to reach the company with information provided. Have tried calling and emailing several times. Phones dont work at all and no response to emails.

  Business Response

  Date: 01/03/2025

  Please allow us to begin with our apologies for any inconvenience this may have caused.  We have authorized and provided customer with return information and a prepaid postage return label. Upon receipt of these items, refunds will be issued, and email notification will be sent to customer.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 01/03/2025

  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:01/02/2025

  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.

  Im attempting to return my replacement order but Im getting zero response from them I cant get a return label after reaching out on there website and via instagram support Ive gotten zero response from them I dont know if I have to dispute the charge with my bank Order *********

  Business Response

  Date: 01/02/2025

  Please note our records show that we have previously received customer return request.  We have emailed a prepaid postage return label to customer so that the item may be returned for refund. The refund will be issued upon receipt of return.  Customer may expect to receive email notification once the return is received and processed.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 01/14/2025

  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:

  Question regarding returned damaged cologne I tracked the tracking numbers I see it was returned back to fragrancenet Order # ********* - RMA # ******* When should I expect a refund
  
  ***** ********
  
  
  
  
   
  

  Business Response

  Date: 01/14/2025

  In response to your inquiry, we sincerely apologize for the delay in processing the return. The return was delivered on January 9, 2025 and has now been refunded in full. We thank you for your patience. A refund can typically take 3-7 business days to appear on your account. (depending upon your bank). 
  
  

  Customer Answer

  Date: 01/15/2025

  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:01/02/2025

  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.

  ********* This order has been sent back because it smelled funny, i did not like it, it made me nauseous. Ive sent this back over a week ago and it has been stuck in transit ever since, i have no recieved my refund. I contacted **** and they have told me to contact where I purchased it from since there has been no update in scanning. I would like my money back, this place is seeming like a scam because I cannot speak to anyone over the phone.

  Business Response

  Date: 01/02/2025

  Please note we have checked the status of the customers returned package. We are able to verify that this package is in transit with the ****************************. As of December 31st, the post office has acknowledged the package has processed at a distribution center. As stated on our website, we ask customers to allow up to 14 business days for the return to be processed. Once our returns team receives and processes the returned package, email notification will be sent to customer.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 01/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution and the matter has been answered. 
  
  Sincerely,
  
  ********* ******
  
  
  
   
  
  

• Initial Complaint

  Date:01/02/2025

  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 placed an order for a fragrance that was over $180. I was told that it will be delivered within three business days. I have been waiting over two weeks and theres no one that has reached out to me to tell me where my package is. I did email this company because they are not answering phone calls for a refund And Im not hearing anything back. This company says theyve been open since 1997, but to me it seems they scam me. I want my money back for merchandise that I never received. And I hope this never happens to anyone else.

  Business Response

  Date: 01/02/2025

  We truly apologize for this experience and for any inconvenience this may have caused. Unfortunately, according to the details provided by the courier, the package does not show any movement and it has not been delivered to customer. We have not been made aware of these details with the courier. The customer has filed a chargeback with their payment provided and we have initiated a refund, since the package has not been received.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:01/02/2025

  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 ordered ***** ***** perfume for a friend for Christmas the package came and we both opened the package that contains something other than what I ordered . I dont do drugs they sent me 2 small bottles of hemp and the receipt in the packages says ***** ***** I tried contacting them by emails no respond they never answer their phone . I want a refund or the product that I ordered .!

  Business Response

  Date: 01/02/2025

  Please allow us to begin with our sincerest apologies for receiving the incorrect item. Our records show that customer has reached out to our Team via email regarding this matter. We have sent a prepaid postage return label to customer so that the incorrect item may be returned. We are processing a reshipment for the item customer was expecting to receive. Email notification will be sent once the reshipment ships from our warehouse.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:12/30/2024

  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 an angels share and everything went very smoothly in which I appreciate. However, when I checked the package, it was empty. I dont know if this was a mistake but I'm pretty concerned and worried because I spent around 200$ on a cologne. Please help me. Thank you

  Business Response

  Date: 12/30/2024

  We apologize this item was missing in your shipment and we have issued a full refund. Please allow 3-7 business days for the refund to appear into your account.

• Initial Complaint

  Date:12/30/2024

  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 an order for a Christmas gift that was set to be delivered by Tuesday. Based on the tracking information it was delivered but I was home and did not see anything out front when I got the notification or hear any doorbell ring. I got in touch with my neighbors as well but nothing was found. I reached out to customer service, but the phone number is an auto-message asking to email and even though I sent multiple out I got no response. They advertise a live chat and a phone number on their website but neither works and instead everything is routed through an email that has not responded in over a week. They seem like a reputable company but the lack of customer service is frustrating, even a quick message that they are looking into it would be helpful

  Business Response

  Date: 12/31/2024

  Please accept our apologies for the non-received package. We have issued a full refund to customers pay method.
  Thank you
  Customer Srevice

• Initial Complaint

  Date:12/30/2024

  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.

  Hi there,I received a package from ************ and it was a couple cologne bottles. The bottles came completely damaged and it was shattered glass that had to be disposed of for safety issues. The company is now asking me to send back shattered glass which I have already called the delivery company and they will not accept shattered glass as a return in package. They keep telling me they need the items back to give me a refund while they sent me a damaged package that is a safety concern. I would like a refund for this as this is completely unacceptable by a company.

  Business Response

  Date: 12/31/2024

  Please allow us to offer our apologies for the condition in which this package was received and any inconvenience this may have caused.  We have issued a full refund to the original pay method for this purchase.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 12/31/2024

  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,
  
  ****** ***