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:12/18/2024

  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.

  Placed an order, I have not received my order, called them to do something I was told to contact ****, and or obtain a written letter from **** in order for me to get a replacement or my refund, **** told me to tell them track your package where it shows I did not receive my package ., they dont care if I get my package or not

  Business Response

  Date: 01/08/2025

  Hello *****,
  
  We sincerely apologize for the frustration and inconvenience you experienced regarding your order. Upon review, our records indicate that a full refund was successfully processed on January 8th, 2025, to the card on file after the shipment was returned to us due to an incomplete or insufficient address.  
  
  If you have any further questions or concerns, please dont hesitate to reach out to us. Were here to help.  
  

• Initial Complaint

  Date:11/23/2024

  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.

  Purchased online a perfume bottle from FragranceX.com on Sept 28th 2024 worth around $125.56.Didn't received a tracking number for the shipping package right away at the purchase time. After waiting and checking for the package every day for few days then called them for the whereabout of the package. They emailed the tracking number on October 9th only. Upon checking the package delivery status, it said 'Package was delivered on October 4th in the mail box'. This is not true since I habitually check my mailbox daily around 5pm everyday. Never received the package and when I asked the customer service agent of ********************** they were **** and rudely denied any help. Also came to understand during my investigation that package was sent via **** without any insurance ************************ They cheapened out on shipping cost and flatly denied any form of refund or replacement for lost package. I did lodged a formal complaint with **** for lost package. **** is notorious for this kind of situation but since it's a government institution you can't make complaint on BBB against ****. But FragranceX is equally if not more responsible since to save some dollars they expose their customer to this kind of fraud. Doesn't help that they are also rude and short when a customer asks for help. The customer agent was in a hurry to quickly cut short the chat since I guess he had been in this kind of conversation/situation many times. You can basically sense a pattern in their action and speech. They are well prepared to deal with this kind of lost package situation which I guess happens a lot. So basically they cheapen out on shipping charges and let their agent deal with frustrated customers in *****, **** and rude way. People beware and take note of this. Better to shop at *******, ****** or ******. Stay away from online shops like FragranceX.com

  Business Response

  Date: 11/25/2024

  Hello *******,
  
  Thank you for your feedback and for bringing this matter to our attention. We understand your concerns and deeply regret any frustration caused by your experience.  
  
  Our records indicate the tracking information for your order was emailed to you on September 30th, the day it was shipped. We apologize if it was missed or not received promptly. The **** tracking shows the package was delivered on October 4th, but we understand the distress of not finding it. Filing a claim with **** was the correct step, and we recommend continuing to follow up with them.  
  
  Were sorry to hear about your interaction with our customer service team and will address this internally to ensure future conversations reflect the professionalism and care we strive for. Regarding shipping, while we aim to offer cost-effective options, we are reviewing your feedback about adding more secure options in the future.  
  
  Although our policy does not allow refunds for packages marked as delivered, we appreciate your understanding and regret any inconvenience this situation has caused.
  

• Initial Complaint

  Date:10/30/2024

  Type:Billing 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.

  Per downloads, the order was CHARGED to my bank account, via ******, for ******. I was charged the money and the payment has posted to my account. Per email, I was contacted due to payment issues. However, once I called the company informed me that although I made the payment I would have to contact my bank to get my money. This is unacceptable because I was not contacted and I was charged. When I called and vehemently requested for a member of management, the agent stated no member of management was available.

  Business Response

  Date: 11/14/2024

  Hello ******,

  Thank you for bringing this matter to our attention.
  
  I wanted to let you know that a full refund in the amount of $129.27 USD was successfully credited to your Amazon Pay account on November 5th, 2024. Depending on your financial institution, it may take anywhere from 1 to 5 business days for the refund to appear in your account. For more specific details about the refund timeframe, we encourage you to reach out directly to your financial institution.  
  
  Should you have any further questions or need additional assistance, please do not hesitate to contact us.  
  
  Thank you again for your understanding. 

• Initial Complaint

  Date:10/18/2024

  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 fragrance from them and they asked for an authorization code from my bank. I called my bank and they don't give out authorization codes for online orders. It feels like they just wanted to grab my Card information and run with that. Luckily I used a virtual temporary card.

  Business Response

  Date: 11/14/2024

  Hello *****,

  Thank you for bringing your experience to our attention.
  
  To clarify, in some cases, we ask for a six-digit authorization code that cardholders can obtain from their financial institution. This measure is in place to further verify and authenticate the transaction. We understand that not all banks provide this information in the same manner, and we apologize for any inconvenience this may have created during your order process.
  
  Per your request, your order was canceled on October 17th, 2024, and the pending authorization on your card was released on the same day. Please note that the timeframe for the pending authorization to be fully released depends on your financial institution and can range from 1 to 10 business days.
  
  We appreciate you bringing this to our attention and value your feedback.

   

• Initial Complaint

  Date:09/02/2024

  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 (Order #********) with FragranceX.com, which included a Pure ***** **** Rose by Philosophy 2 oz *************** Spray for Women. When the item arrived, it contained only about 5% of its contents, with the rest having leaked out. The packaging itself was not visibly damaged; however, the perfume box was received without the usual cellophane wrap, indicating that the product may have been shipped in an opened or previously used condition.I immediately contacted FragranceX customer support as per their policy for damaged items (outlined on their website). I have contacted them four times via email ************************************ to request a replacement or a full refund. Despite my efforts, they have refused to provide either a replacement or a refund, and the issue remains unresolved. I have retained all packaging as instructed by their policy, but they have been uncooperative.Desired Resolution:I am seeking a full refund of $44.94 for the Pure ***** **** Rose by Philosophy 2 oz *************** Spray for Women or a replacement of the same item, as per the companys stated policy on handling damaged goods.Images of Perfume bottle with contents, and from the inside of Perfume bottle package are attached.

  Business Response

  Date: 09/03/2024

  Hello ****,
  
  Thank you for bringing this matter to our attention.
  
  We understand your concerns regarding the damage to your order. Upon reviewing your order details, we noticed that the shipment was sent to a freight forwarding company. As stated in our policy, we are unfortunately unable to be responsible for any shipments that are damaged, lost, or undeliverable when delivered through a freight forwarding company. This is because we cannot guarantee the conditions in which they will deliver the shipment or how they handle the package while it is in transit.
  
  To further investigate, we have initiated a ***** investigation to confirm the condition of the shipment at the time it was delivered to the freight forwarding company. Once we receive the results, we will have more information about the shipment's condition when it left our facility.
  
  In the meantime, we suggest reaching out to the freight forwarding company at your earliest convenience to file a damaged shipment claim.
  
  We apologize for the inconvenience and appreciate your understanding.
  

  Customer Answer

  Date: 09/03/2024

  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:

  My complaint is not related to the shipment.
  
  There are no damage to parcel or individual packages inside the parcel. Only the Perfume in question lacked the original cellophane wrapper around its box and the intact bottle held only 5% of the original contents. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 09/04/2024

  Hello ****,
  
  Thank you for your feedback. 
  
  Based on our records, the fragrance was shipped in full, with a weight of approximately 8.6oz. After reviewing the images you provided, it appears the box was damaged during transit, showing signs of leakage.
  
  Since the damage occurred while in the care of a third-party shipping company, we recommend you contact them directly to resolve the issue. Unfortunately, we cannot be responsible for damages caused by third-party carriers.
  
  Thank you for your understanding. Please let us know if you need further assistance.

• Initial Complaint

  Date:08/22/2024

  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.

  Beautiful by ***********************, 1 oz ************* Spray for Women For total of $36.41 I believe. According to bank.

  Business Response

  Date: 08/23/2024

  Dear ******,

  I sincerely apologize for any inconvenience this delivery delay may have caused you and completely understand your frustration.

  I'm pleased to inform you that your order for the item "Beautiful, 1 oz" is currently out for delivery. You can track its progress using the **** tracking ID: **************************.

  We strive to provide timely and efficient service to all our customers, and it's clear that we fell short in this instance. Please know that we're taking steps to ensure this doesn't happen again.

  If you have any further questions or concerns, or if there's anything else we can do to make this right, please don't hesitate to reach out directly. We're here to assist you.

  Customer Answer

  Date: 08/23/2024

  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]

   I've asked for some kind of Compensation already before making this complaint and coming here. I asked if y'all could give me some credit for my next purchase possibly. Or if you always give me a percentage off besides your regular 15%. Your company has already told me no. According to your website it says 2 to 5 business days every order I've made has been 7 to 9 business days. If I were you and you're not going to compensate me like that. I would at least change the order status on your website. From 2 to 5 business days. To 7 business days to 14 business days! 

   

  But to keep my business at all. Which pull up my account. Made 3 purchases this month. An had planned on more. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 08/26/2024

  Dear ******,

  Thank you for your prompt response and for sharing your concerns with us. I genuinely appreciate your continued business and understand your frustration with the delays you've experienced.

  Regarding your initial BBB complaint, I want to clarify that we received your request for a full refund. However, since your order was delivered, we're unable to accommodate that request.

  The delay you experienced was due to unforeseen logistics issues with the carrier that initially handled your order. I want to assure you that we have taken action to resolve these issues and we are no longer using that carrier for our shipments to prevent this from happening again.As a gesture of goodwill and to show our appreciation for your business, we have processed a $5 refund on your recent order (Order #********). The credit should appear in your original payment method within 1-5 business days.

  We understand that timely delivery is crucial, and we're working hard to improve our processes. Your feedback about updating our shipping time estimates on the website is valuable, and I will share it with our team for consideration.

  Thank you for your understanding and for giving us the opportunity to make this right. We hope to continue serving you and meet your expectations moving forward.

  Customer Answer

  Date: 08/26/2024

  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:08/15/2024

  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.

  Order ******** My order did not come and showed that it was damaged and returned. It was for next day air too. All my excitement gone to trash. I reported it to customer care and it was like he didnt care at all. I want my money back. They even refused to compensate for such inconvenience even if i reorder from them.

  Business Response

  Date: 09/03/2024

  Hello *******,
  
  Thank you for bringing this to our attention.
  
  Upon review, we have identified that this complaint is a duplicate of a previous dispute regarding the same matter. We would like to inform you that the issue was already addressed on August 23rd, 2024. A full refund in the amount of $349.36 USD was successfully credited to your original form of payment on August 22nd, 2024.
  
  If you have not yet seen this refund reflected in your account, we strongly encourage you to contact your financial institution to understand the exact timeframe it takes for refunds to appear.
  
  Thank you for your understanding, and we appreciate your cooperation in resolving this matter.

• Initial Complaint

  Date:07/15/2024

  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.

  I was misled and sold a product Halston Z-14 Men's Cologne, which I was told was a 2.5 oz. stray bottle of cologne; when it arrived it was a splash not spray, and leaking.I attempted to contact ********** management via email. I was told I needed to spend an additional $6.00 US Dollars for their label to ship it back, and I vehemently disagreed with their decision to charge me for their mistake.

  Business Response

  Date: 07/16/2024

  Dear ******,

  Thank you for bringing this matter to our attention. We apologize for any inconvenience you may have experienced.

  Upon reviewing your order, we have confirmed that item SKU ****** is indeed a 2.5oz splash cologne, not a spray. Our product descriptions specify when an item is a spray (by adding the word "Spray" in the title), and in this case, it was not indicated. Therefore, the correct item was sent based on your purchase.

  Regarding the leaking issue, we regret to hear about this and would have appreciated being informed earlier to address it promptly. As previously communicated by our customer service team, you are welcome to return the item to us for a full refund.

  We understand your frustration and appreciate your feedback. If you have any further questions or need assistance with the return process, please don't hesitate to reach out to us directly.

• Initial Complaint

  Date:06/11/2024

  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.

  March 12th, 2024, I was notified of a charge on my *********** card through PayPal. I flagged the charge and was able to go into the merchant and cancel the order before anything was shipped out. This order was not placed by me. PayPal and my bank have both closed out all investigations and the merchant is refusing to refund me the money. This order was never shipped and canceled with the merchant. It needs to be refunded now.

  Business Response

  Date: 06/12/2024

  Dear *****,
  

  Thank you for taking the time to share your thoughts and please accept our apologies for the situation described.

  For the order in question, we have observed that you have initiated a chargeback dispute directly with your financial institution before contacting us or PayPal. As a result, we were not given the opportunity to process your refund ourselves.

  PayPal has confirmed that the chargeback/dispute is still "Under Review" status. It is essential for your bank to notify PayPal about the resolution of the chargeback/dispute, along with their final decision. Once PayPal receives this information, they will proceed to update the status of the chargeback dispute on their portal.
  Please be aware that the resolution process can take up to ***************************************************************************************************************** unauthorized charges.
   
  During this review period, the funds for your transaction are being held. Consequently, we are unable to process a refund until a final resolution is provided to us, via PayPal.
   
  Should you have any further questions about the chargeback process initiated, we would advise to please directly contact PayPal or your financial institution.

  We appreciate your patience and understanding in this matter. 

  Customer Answer

  Date: 06/12/2024

  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:04/26/2024

  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.

  Hello,I ordered 2 Lagerfeld ************* for Men of 150mls each on 10th April. I have not received these items as yet. I paid Malaysian Ringgit MYR ****** for the product and this amount has been charged to my Credit Card in full. The order number being: #******** placed on Apr 10 2024 and Tracking number: ***** ******************

  Business Response

  Date: 04/29/2024

  Hello,
  
  Thank you for your recent order with **************!

  Kindly note that for tracking questions, you should reach out to our Support team directly. Other option is to track the package using the link we sent on the shipping confirmation or you can also track it directly in your ************** account.

  Your order has been shipped from our warehouse on April 11th and is currently in transit with ***** under tracking ID ****************** (*********************************************).
  The good news is that the package is currently in ********, and should be delivered soon!
  
  Please don't hesitate to reach out back to us if you have any further questions or concerns.