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:11/29/2022

  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.

  This company continues to take money on orders that never arrive. This is the second time I have tried to order from them and they are using a very suspect shipping solution that magically claims to have buzzed me (twice now on two orders) for delivery when they haven't. Securing a refund from them (a resident of ******) takes hours on the phone and their customer service reps have no management to escalate to. Also, their "investigations" with the shipping company takes 10 days and then their refund process takes longer. The last time I tried ordering from them it took a month. They assured me it was a one off exception and now here we are again. Someone needs to hold this corporate entity to account even if it is only their BBB rating slipping so other consumers will know to avoid them.

  Business Response

  Date: 12/02/2022

  Hope you are well. We are truly sorry that there is some issue with packages being stolen from the property. Please note that we have already refunded for this order. We have shipped out both orders and both were delivered to the address that was provided at checkout. Order number ******** was shipped and delivered according to the carrier. We refunded this order as a courtesy for claiming not received. That order was shown as delivered on August 2. 

  Now claiming this order as delivered not received which was delivered according to the carrier on November 26, 2022.  Which we also refunded as lost for another courtesy. Please note that we have shipped out both orders complete. We have also refunded for both order even though the carrier has marked both delivered to customer. We are extremely sorry if orders are being stolen the residence. Have a wonderful holiday season. 

• Initial Complaint

  Date:11/25/2022

  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 made an order on October 27th for some cologne, it is now November 25th and I still have not received it , landmark global ( shipping company) has no clue where it is, neither do there partners intelcom express , I've been back and forth with customer service at ******************** , they aren't able to do anything productive to find the package and are reluctant to refund me, which they have to by ******** consumer laws if the package hasn't arrived after 30 days.

  Business Response

  Date: 11/28/2022

  Hello *******,

  Hope you are well. We are so sorry for the frustration this has caused you. We would never want you to pay for something you did not receive. We were waiting for the carrier to confirm that they lost the package being we can see it was never delivered. Unfortunately they are taking forever. We are not going to make you wait any longer. You have been refunded in full for the order. Please accept our sincerest apologies. Have a wonderful holiday season. 

• Initial Complaint

  Date:11/13/2022

  Type:Order 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.

  On November 12 2022 on Saturday at around 5 pm I made a purchase of perfume and I cancelled the order and never got the money back

  Business Response

  Date: 11/14/2022

  Hope you are well. Please note that the customer placed 5 different orders. They were ALL canceled.

  Order # ******** was placed on November 12, 2022. Was then canceled and refunded on November 13, 2022.

  Order # ******** was placed on November 12, 2022 was canceled on November 12, 2022 was not charged.

  Order # ******** was placed on November 12, 2022 canceled on November 13, 2022 by the customer was not charged. 

  Order # ******** was placed on November 13, 2022 and canceled on November 13, 2022 was not charged. 

  Order # ******** was placed on November 13, 2022 and canceled on November 13, 2022 was not charged. 

  Please note that refunds may take up to 7 business days depending on your bank.

  It looks like out of the 5 orders that the customer placed only 1 order was actually charged. This order was then canceled and refunded on November 13, 2022. Depending on the customers bank this may take up to 7 business days to update into the account. 

  Please note that the other 4 orders were NOT charged and we never received money for them. The customer could be seeing authorizations but this is something the bank needs to release. The orders were declined on our end therefore no SETLLEMENTS were made with the other 4 orders. Thank you and have a wonderful day!

• Initial Complaint

  Date:11/02/2022

  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 a Bottle of perfume for 306 (*****) from the above site and it was said to be shipped by 9/7/22. Yet i still have no package but the package says delivered. So i reached out to the company and they have do nothing. They asked me to file a claim and basically find my package. I tried to file a claim and it wouldnt let me. This process has been stressful, annoying m, lacking of empathy and understanding and down right unprofessional. From where Im standing there has been no urgent or rigorous attempt to try In resolve this issue. At this point i dont even want another package. I just want my money back. Order number: ******** Tracking number: ******************

  Business Response

  Date: 11/08/2022

  Hope you are well. I am sorry to hear that you did not receive your order. I completely understand your frustration, however we do have to follow procedure and make sure that all the necessary steps have been taken to try and get this sorted out.  We have followed a claim with the carrier and it is still under review. This was delivered to the address that was provided at check out. As a one time courtesy I have refunded you for this delivered but not received order. We are sorry again for the delay in getting this resolved as quickly as you would have liked. But as I stated we have to make sure that all efforts in finding this delivered order were made before just refunding. Thank you and we hope you have a wonderful day!

• Initial Complaint

  Date:10/31/2022

  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.

  I returned an item to Fragrancex.com because they sent me the wrong item and there was two items in this order. 1 product was $297.49 before tax 2 product was $14.88 before tax Including taxes for both items the total is $342.83 I returned the $297.49 product and kept the $14.88 product. They refunded me only for the product itself ($297.49) and are refusing to refund the taxes for this item. So, now Im paying $30.36 taxes on a $14.88 item. It is the companys fault the sent me the wrong item and now they are keeping the taxes.

  Business Response

  Date: 11/01/2022

  Hello ********,

  Hope you are well. We are truly sorry that you received the wrong item. You were refunded for the item once we received the return. We are sorry that the tax was not included in that refund. It usually is automatically included when we receive the returns. But I guess because this item was not in the order it did not include it. I am truly very sorry for the miscommunication. You have been refunded for the tax now. Please allow  2-5 business days for the refund to get back into your account. Thank you and we hope you have a wonderful day!

  Customer Answer

  Date: 11/01/2022

  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:10/26/2022

  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# ********, Order Date: 10/23/22, Order Total: $50.99, Order arrived damaged/leaking. Photos included.I am seeking a full refund, as the product condition is unacceptable.

  Business Response

  Date: 10/28/2022

  Hello *******,

  Hope you are well. I am sorry to hear that you received your item damaged. Please note that you never attempted to get in touch with us to resolve the matter for you. Please respond to the email that has been sent to you regarding your damaged item.   Once we receive an image of the item we can get this resolved as quickly as possible for you. Thank you and have a great day!

• Initial Complaint

  Date:10/22/2022

  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.

  On October 17th, I purchased perfume from FragranceX.com (order # ********). The cost of my purchase after an applied discount was $35.70. I received tracking number ********************** for ***** On October 19th, my tracking number said that my package was delivered to my mailbox. I checked my mailbox and there was nothing there. I waited and checked again the following day (October 20th) and still nothing. After asking my neighbor, who often receives my mail by mistake, if they happened to get the package, they checked their mailbox and said no. I also checked with a neighbor whom I have mistakenly received mail from. I reached out to FragranceX.com support and shared my issue with them. They responded by asking me to verify my shipping address, which was correct, and did nothing else. I was not issued a refund or replacement. Prior to this purchase, I made a different purchase and received that item without a problem, so I was surprised about the lack of feedback and help for my recent purchase. I attempted to file a missing mail claim with ***** but the site says my claim cannot be processed at this time. So now I have no perfume and wasted money. I was hoping for a replacement or refund.

  Business Response

  Date: 10/24/2022

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

  Hope you are well. Please note that your order was delivered to the safe address you have attached to your PayPal account. As a courtesy we have marked a new order to ship out for you. Please be sure to keep tracking of the order once and email has been sent with the new tracking number. We are so sorry for the inconvience with the original package. 

  Customer Answer

  Date: 10/24/2022

  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:10/18/2022

  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.

  First order was fully satified but didn't received my second order at all which I ordered Oct 7, 2022 for 130 cad. Their new courier (Apple Express) here in ****** didn't even sent a delivery notice and confirmation when they did the delivery Oct. 14, 2022. Only found out that they left it at the front door upon manually checking the status of the delivery. Package was nowhere to be found. Wife was at the kitchen near the door but didn't heard a knock for the delivery at the time indicated. Tried to contact both but being passed around. No option to have the delivery require signature. Very disappointed. Seems they only care about getting the money and to h*** if the customer receive their order or not. Will no longer order here and totally not recommended.

  Business Response

  Date: 10/19/2022

  Hello ******,

  Hope you are well. Please note that we have refunded you as a one time courtesy. Please note that we were able to provide you with proof of delivery that the carrier provided to us showing this was in fact delivered to your door. We are sorry for any inconvience this may have caused. Please accept our sincerest apologies. 

  Customer Answer

  Date: 10/19/2022

  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:10/06/2022

  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.

  On 9.22.22, I ordered a fragrance from this company on-line. I've ordered from this company before and don't recall ever having a problem. About a week or so after I placed the order it arrived. However, the top of the box was completely ripped off and the fragrance removed. I Immediately called them. I was told to send a photo of the box which I did. I had no idea what a photo of an empty box and the lid would show them but I did what they told me. They confirmed that they received the photo.I was also told that the problem would be resolved in about three business days. From that point on, the only correspondence I am getting from this company states that their packages are all checked and rechecked prior to shipment and no way could the box have been received empty! I've tried and tried to get them to understand the contents were taken and not that the box was received empty!!!They're making me feel that I'm trying to pull a fast one by getting another bottle of cologne for nothing! This is disgraceful and most aggravating.I am a 76 years old male and have been ordering on-line for more years than this company has existed. I am unable to make any head-way with them. I've even gone through PayPal in an effort to either get a credit for the "stolen" merchandise or to have it replaced,Please feel free to call me if you have any questions or need any additional information.Thank you for your time.Regards,********************* ************

  Business Response

  Date: 10/19/2022

  Hello *******,

  Hope you are well. Please note that we provided you with a courtesy refund on October 10, 2022. We are sorry for the frustration this may have caused you. 

  Customer Answer

  Date: 10/20/2022

  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:09/15/2022

  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 purchased perfumes on 21th May and received the package on 2th June.The total amount I paid was 152USD include shipping.Some of them are defective so I wanted a 84.95$ of partial refund.The problem is, when I ordered on their website I had to pay only 14.95$ for ***** international shipping service but if I return the products I have to pay approximately 100$ for same shipping service.This is the reason conflict begun.At first, I contacted customer center to require return label.The answer was, there is no return label for international customer.Next I asked for their ***** account number to ship the package as same price when I ordered and received it.But they said they dont have an account number which is totally nonsense.Instead, they suggested me to use other cheaper carrier and I accepted it.However, when I went to post office to ship the package I found out it is not available because perfumes are forbidden procuct.(Because of the law of shipping abroad.)So the only way I can return the perfumes is using 90$(a minimum cost) of expensive ***** or DHL.I explained about it but the answer was same.They just repeated they will charge back only if I return the items and they said I have to bear all the cost of shipping.If I follow their proposal, even though I get refund I just lose 10-15$.I cant wear them because they are spoiled.However, they said they dont even think their products are defective.They are ignoring customers voice and evading their fault.Account:********************** Order number:******** Tracking number: ************ *****

  Business Response

  Date: 09/16/2022

  Hello ******,

  Hope you are well. We are sorry that you were not happy with your items. I can assure you that we receive all of our items from the manufactures and they are not fake. You filed a PayPal claim regarding this order. Which would only allow a full refund. I have checked the status of the PayPal claim and it shows that you closed the claim. So I have went ahead and refunded you for the items you were not satisfied with. We are truly sorry for the frustration and inconvience. Have a wonderful weekend.