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 ComplaintThe 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:12/30/2024
Type:Service or Repair IssuesStatus: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.
Ive made several attempts to reach out to customer service to inquire about returning my fragrance. To no avail. I purchased Cartier LHeure Convoitee on December 21st from Fragrancenet. It stated it was 30% off and cheaper than retail price. So I purchased it. I checked my TD account and noticed that 635 CAD was taken from my account. I right away tried to call to see how I can cancel as there is no way I would agree to pay double the cost that it actually goes for. I ended up going to ******* in the ************* in ******* and purchased it for only $380 after taxes. I would like someone to contact me as soon as possible so I can be issued a refund. I also dont understand how they can sell this bottle for over $200 the actual price and say this is a deal.Business Response
Date: 12/31/2024
We regret to hear that customer is not satisfied with their purchase.Our website allows our international customers the option to view item cost in their currency, prior to submitting the order. If customer is unhappy with the cost of the purchased item, it can be returned for refund to the original pay method.We have created and emailed return information to customer. Upon receipt of the returned item, a refund will be issued to the original pay method.
Thank you
Customer ServiceCustomer 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,
**** *******
Initial Complaint
Date:12/30/2024
Type:Delivery IssuesStatus: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 the third time this business has failed to deliver my packages. Upon reaching out to their support team and providing address confirmation, they still have not provided a resolution to receive my package. Instead ************ shipped out another package with the same courier that keep failing to deliver my package and i am left with the same issue. These packages are gifts and I still have not received them two months later.Business Response
Date: 12/31/2024
We would like to express our sincerest apologies for the non-received packages. Our records show that the first package was not received,and our **************** Team sent a replacement package. Unfortunately, this package was also not successfully received. With these details, we have issued a full refund to customers pay method. We ask that customer please replace their order at their earliest convenience.
Thank you
****************Initial Complaint
Date:12/30/2024
Type:Product IssuesStatus: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.
On ******* ordered 8 perfumes from Fragrancenet.com but on Dec 11 only 3 perfumes got delivered and I tried contacting them via email and calls but no answer not until I messaged them in fb and they dont want to refund me the missing perfumes even tho my complaint was valid because on the tracking it says 1lbs and i sent them pictures of what I received. Never got my refund and never heard from them again and plus I sent the 3perfumes that I received from them because it was all either empty or brokenand no refund as well lolBusiness Response
Date: 12/31/2024
Please note our records how that customer has reported receiving the items however, requested return for some of the items. In addition, customer has filed a dispute their payment provider. Once the returned items are received by our Returns Team, we will issue a refund for the returned items.
Thank you
Customer ServiceCustomer Answer
Date: 12/31/2024
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:[Your Answer Here] this company has a lot of complaints with the same issues! I dont know how this company still operates after so many complaints
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* **********
Initial Complaint
Date:12/30/2024
Type:Delivery IssuesStatus: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 placed on December 22 and was promised 2-4 day shipping. Was charged the full price but have not received any order confirmation or tracking. Cannot reach the company through any of their listed contacts. When trying to call, I am told to contact them via email due to phone lines being full. Despite this, they have also been completely unresponsive via email.Business Response
Date: 12/30/2024
Please note our records show that we do not have receipt of this order in our system. I there was an attempt to submit an order, it was not successfully received. If customer has a pending authorization on their account, it will automatically drop and the funds will be returned to the pay method.
Thank you
Customer ServiceCustomer 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,
****** ********
Initial Complaint
Date:12/28/2024
Type:Product IssuesStatus: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.
To whom this may concern. I purchased product on 12/20/2024 and its now 12/28/2024. I have still not received my items. Which I spent $442.79 for products never received. I have reached out on several occasions and no response. It stated to email customer service at ********************* and I still have no response from the merchant. I would like my products that I purchased. If I can not get my products I want a full refund. This is the holiday season, and it was a gift for a few people. why take my money if your going to not send the products. at attached are my receipts.Business Response
Date: 12/29/2024
Please accept our sincerest apologies for the non-received package.We have issued a full refund to the original payment method.
Thank you
Customer ServiceInitial Complaint
Date:12/28/2024
Type:Delivery IssuesStatus: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.
First order from Fragrance Net. I purchased two bottles of the Clarins Double eye serum - one for club and one for home. Opened both never thinking i would have a problem. This product has natural ingredients but not in this case having a strong smell of chemicals and my under eyes and eyelids broke out... swollen and pink. Yes, they sure do sell brand names but that's now what's in the bottle. This product is not authentic and I would be more than happy to send it where it could be tested. The smell alone says enough. **************** is not good. No one answers phone and email is the same to send back unopened item...Well, I had to open it to find out how bad it was. Maybe some things are authentic but this was not. Not a company to do business with.Business Response
Date: 12/29/2024
Please note we would like to express our sincerest apologies for the condition of your items. We can assure you that the items sold at *************, are 100% authentic and we do not sell knock offs or imitations.Since the customer has expressed dissatisfaction with the items, we have issued a full refund to the original pay method.
Thank you
Customer ServiceCustomer Answer
Date: 12/30/2024
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,
********* *****
Initial Complaint
Date:12/28/2024
Type:Delivery IssuesStatus: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 3 perfumes but I havent received my complete order yet but on the website it showing me they delivered it and Im trying to contact them from last 2 weeks but they are not even responding to my Emails please take a strict action on it. Im very disappointed why they are not even taking any serious step to resolve this problem.Business Response
Date: 12/29/2024
Please accept our sincerest apologies for the incomplete order. So that we may provide customer with compensation for the missing item,we ask that they please provide us with the item description.
Thank you
Customer ServiceInitial Complaint
Date:12/28/2024
Type:Delivery IssuesStatus: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 perfume from this online company on 12/12/24, my cc was charged that day for $68.39. I received an email from fragrancenet.com a confirmation of the order, indicating it had been shipped (document attached), then received an email from **** saying they have not received the item for shipping (document also attached). I've tried calling the company at the number they provided on their site: ************ and cannot leave a voicemail or speak with customer service. Their message is "contact us via email at ********************** which I did several times--all to no response. I have not received any response from this business so am at a standstill. This was a Christmas gift and of course Christmas has come and gone and I'm left holding an empty bag and being charged for an item I didn't receive.Business Response
Date: 12/29/2024
Please accept our sincerest apologies for the non-received package. We have issued a full refund to customers pay method.
Thank you
Customer ServiceCustomer Answer
Date: 12/30/2024
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,
********* *****
Initial Complaint
Date:12/28/2024
Type:Service or Repair IssuesStatus: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.
Good evening,Im reaching out regarding an order placed on 12/15. The website claimed free express 1-3 day shipping for purchases so I placed a $140.00 order expecting that it would arrive before Christmas. In the days leading up to Christmas I tried contacting this company multiple times to receive no response back. Finally on Christmas Eve I replaced the presents I did not receive from this company which ended up costing extra time and money (thats why people order from your company because your products are reasonably priced). The shipping label was created (doesnt mean it shipped) on 12/23 after multiple emails. I still have not received the order at this point. Im curious if people that placed orders after I did received them. I would really like a response from this company and not a generic email.Business Response
Date: 12/29/2024
Please accept our sincerest apologies for the non-received package. We have issued a full refund to customers pay method.
Thank you
Customer ServiceCustomer Answer
Date: 01/02/2025
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:12/28/2024
Type:Delivery IssuesStatus: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 with fragrancenet.com on 12/17/24. I got expedited shipping (1-3 business days). I have not received the item and am not able to reach the company. When you call their number, it says due to unforeseen circumstances we are unable to take phone calls, and ask that you email them. I have been emailing for over a week with no reply. My son ordered from the same website a couple days after me and has still not even received a confirmation email/order number, but his account has been charged. Like me, he cant reach them. My item did ship with Better Trucks (not a shipping company they list on their site), and it has been sitting in a different town for days. Then today it said delivery attempted, which is not true. We live in ****, **. Delivery attempt was in *********, **. I want a refund, as does my son. Attached is the info from my purchase. My son will file a separate complaint.Business Response
Date: 12/29/2024
Please allow us to begin with our sincerest apologies for the non-received package. According to the information provided by the courier,the package was delivered to the correct city and state. Since customer has not received this package, we have issued a full refund to the original pay method.
Thank you
Customer Service
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