Complaints

This profile includes complaints for Perfume.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Perfume.com

  5 Plant Avenue Hauppauge, NY 11788-3817

• 

  Perfume.com

  4909 5th St Long Island City, NY 11101

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:10/30/2023

  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.

  Refused to refund 100% for sending a defective product. Refused to send replacement.The closest offer was to charge me 20% for return without an original box which equates to over $30 to return the product. So, I pay them to return it and I am left with nothing? The product is unusable, so why would I pay to return it? It makes no sense.They can't resell it so why do they need the box? It's perfume and when I received it, I discarded the box and put the product on my dresser to use. Once my old bottle was gone, I tried the new bottle, but it sprays a stream and runs down the bottle. It leaves a runny spot wherever you spray it. I have used this same perfume for over 10 years and never had this happen. However, this is the first time I ordered from this vendor. I spent a long time chatting with their support and I have a copy of that chat for proof of their position, which is unacceptable. They also refused to give me any contact info for a manager or owner to help resolve the issue. They couldn't care less if you leave a bad review, but I will anyway.

  Business Response

  Date: 10/30/2023

  Hello,

  I hope this message finds you well.

  We would like to address the concerns you raised in your recent complaint regarding your order, which included a defective product. We value your feedback and want to clarify our position in an effort to reach a resolution.

  Upon reviewing the available interactions, I'd like to bring to your attention that during your chat with our support team, it was indeed communicated that we are willing to provide you with a full refund for the return. Perhaps you were not able to review this information before you disconnected the chat communication. We acknowledge your frustration and the challenges you encountered during your interactions with our support team. We apologize for the inconvenience you've experienced.

  We want to assure you that you can initiate a return without the original box, as we understand it may have been discarded. Our primary goal is to ensure that you receive the refund you deserve for the unusable product you received.
  You may use the return label we provided earlier by email to facilitate the return process. We will cover the return shipping costs to ensure you are not out of pocket for the return of the defective product.
  

  However, we would like to clarify our return policy, which is in line with industry standards: When returning a product, it is essential that the item is in the same condition as when you received it. This includes ensuring that the product has not been excessively used or altered in any way. While we do not require the original box for this return, we do ask that the product is returned in the same condition as when it was delivered (until the damage was found). Excessive use or alterations may result in deductions from the refund amount.
  

  If you have any further questions or require additional assistance, please do not hesitate to reach out to us directly.
  

  Your satisfaction is our priority, and we appreciate your cooperation in working towards a satisfactory resolution.
  
  
  

  
  

  Customer Answer

  Date: 10/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is both satisfactory and unsatisfactory to me. They stated that I was given the opportunity in the documented chat to receive a 100% refund WITHOUT the box, and it clearly shows the opposite! So no, I am not satisfied with having been put through this and then have them give me a backhanded response whereas they will now allow for a 100% refund. For the record, the chat proves that they never offered a 100% refund WITHOUT the box and are attempting to lie about it now to make me look stupid. 
  
  Sincerely,
  
  ********
  
  
  
   
  
  

• Initial Complaint

  Date:10/26/2023

  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.

  the order i specifically asked to have delivered to the TOP FLOOR ONLY... the package was left "at ***********" which is near the street... i did not receive it and it said it was delivered 10/25/23 the tracking was: *** tracking number ******************  and the order # was ******** I now demand a refund

  Business Response

  Date: 10/26/2023

  Dear *******,

  We appreciate your communication regarding your recent order, and we apologize for any inconvenience you may have experienced with the delivery of this package.

  First and foremost, we would like to express our commitment to resolving this issue as quickly and efficiently as possible. In this particular case, since a PayPal dispute has been initiated, it is essential that we follow the dispute resolution process outlined by PayPal. PayPal has specific procedures in place to handle disputes and claims, and we are fully cooperative with their guidelines to ensure a fair and equitable resolution for all parties involved.

   To facilitate this process and receive a speedy solution, we kindly request that you provide any additional information or evidence required by PayPal to support your case. In case you have any questions related to the PayPal dispute, I would advise you to contact PayPal directly.

  Thank you for your patience and cooperation as we work to address this situation promptly. If you have any additional concerns or questions, please feel free to contact us.

  Customer Answer

  Date: 10/27/2023

  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've spoken to the business over 6 times now and contacted *** then **** as directed and they in turn told me to go back to the business Perfume.com since they cannot assist.  Then Perfume.com told me go to paypal... i did that and put in claim and paypal told me to go back to perfume.com   now perfume.com is telling me go back to paypal... 

  perfume.com obviously does not care and is stealing my money... very upset   they can call me as i requested but they do not

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

  
  
  
  
   
  

  Business Response

  Date: 10/30/2023

  Dear *******,
   
  We apologize for this situation.

  From the moment that a PayPal dispute is initiated by the customer, we are unable to take any action from our end as that would compromise the PayPal investigation.

  Unfortunately, I must again advise you to reach out to PayPal to seek a resolution.
  

  If you have any additional concerns or questions, please feel free to contact us.

  Customer Answer

  Date: 10/30/2023

  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]

   As noted to perfume.com PayPal told me to contact them for resolution now they are saying contact PayPal as far as Im concerned perfume.com robbed me!!!!

   

   

   

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

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

• Initial Complaint

  Date:07/27/2023

  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 $188.83 order and never received my order and they refused to replace or refund my money. I usually order from FragranceNet.com a EXCELLENT PLACE but silly me, trying to save less than $20 and bought from this fraud company. I was lied too over & over for almost 2 months about a claimed they never put in a claim with the ***** I spoke with the **** states this company never took out a claim with them or took full insurance coverage out on my package and they will only cover $100 of my $188.83 and this company refuse respond to why they did not insured the full price of the money I gave them and all they say is the **** is responsibility for the full amount. Every time I called & spoked with them over 20 times & each time I given a different lie. DO NOT TRUST THIS COMPANY WITH YOU MONEY...there are so many good online perfume companies, but this is not one.They lied on the **** and gave me a fake claim# *******, when **** states that is not their claim#. THEY ARE A LYING DECEITFUL COMPANY!

  Business Response

  Date: 07/28/2023

  Hello,
  
  We sincerely apologize for the inconvenience you have experienced with your recent order. We understand how frustrating it must be not to receive your shipment as expected. However, after thoroughly investigating the matter, we wanted to provide you with some important information related to your case.
  
  As per our records, your order was indeed shipped on June 12th, 2023, and was subsequently delivered to your place of residence on June 14th, 2023, via ***** with the tracking number #**********************. We always strive to provide timely and reliable deliveries, and we sent the tracking information to keep you informed about the shipment's progress and estimated delivery date.
  
  In our efforts to assist you with this issue, we have been in constant communication with you regarding your order. During one of these interactions, you openly admitted that the shipment had been stolen from your property. While we empathize with the situation, it's important to note that neither we nor the shipping carrier can be held responsible for stolen shipments after they have been successfully delivered to your property.
  
  In response to your concerns, we promptly filed a **** claim on June 15th, 2023, and were provided with a **** claim ID number as confirmation of the claim submission. We shared several pieces of evidence with you, demonstrating the validity of this claim, including screenshots from the **** claim portal and the denial letter received directly from ****. The claim was denied since the shipment was confirmed as delivered, leading us to wonder who you spoke to at **** and why they mentioned a claim was never filed.
  
  Additionally, we would like to inform you that priority mail shipments can be insured for up to $100 in the event of mishandling by ****. Since your order was shipped using this service, the claim can only be approved for up to this insured amount. For more information regarding priority mail claims, please refer to the **** website at ************************************.
  
  Once again, we apologize for any inconvenience caused. We hope that you understand our position and that the information provided sheds some light on the situation.
  
  If there is anything else we can do to assist you further or if you have any other questions, please feel free to reach out to our customer support team.
  
  Thank you for your understanding.
  

  Customer Answer

  Date: 07/28/2023

  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:

  Everything in this company stated is a lie.  I have NEVER openly admitted the shipment had been stolen from MY PROPERTY, and Shame (manager) with the **** informed you HIMSELF that all packages from the community mailbox was stolen because the carrier made a mistake and left all mailboxes open and your company only have a $100 insurance coverage that the **** give to cover all packages and your company did not take additional insurance to cover the items of $188.83 the amount I paid you.    

  This company lied again because you never put in a claim on 06/15/23, they gave me a fake claim# ******* and later stated it denied because the mail carries stated regarding the claim on your order, and unfortunately, it appears that the claim has been denied. According to the driver, the shipment was confirmed delivered to the provided address. I later found from the **** that is not their claim numbers. You gave me a 7 digits and they claim numbers are 8 digits and when I confront you on it you state that is their claim number but later sent me another fake number. 

  I have been working very closely with the **** and manger try to get this resolved without your help. I asked the company over and over if they only have $100 insurance coverage and I paid $188.83 then they responsible for the remaining balance $88.83. I tried to get it resolved with my bank and because a third party afterpay whom I paid the balance in 4 payment is not the company whom is responsible. All I want is my $88.83 that would have been covered by the **** if they had did the right thing and took out the full amount to cover the items I bought from them. I have many more emails from this company with different excuses.   

  YOUR RESPONSE; ** ***** **** ** ******* **** ** *** ****** ** ***** *** ********* ******* ** ******* *** *** *** **** ******** ** ** ********* *** *** ** ******* **** ***** ******** **** **** ***** **** **** *********** *** *** ***** ** ********* **** *** **** ** ******** ** **** ******* ********************* ******
  *** *************
  *** *** ***** ******* ***
  ** *********
  ***** *** *** ******** ** *****
  ** ********* *** *** *********** **** ********* *** ******* ** ************ ** ***** **** *** *********** *** *** **** ** *** ******** *** *** ******* **** ***** *** **** *** *** **** ***** ** ********* ******** *** ** **** ******** ** ******* ***** ********* **** ******* *** *** ****** ******
  ****** *** **** **** *** ***** ** ***** ** *** **** ******** ***** **** ***** ****** ** ** *********** *** *** **** **** ** *** **********

  MY RESPONSE; OMG...This is how you get CAUGHT when you LIE! The claim# you have on your fake **** page at the bottom of this page is not the claim# ******* you gave me or the manager Shame from the **** on 05/15/23, and I just shared this information with him and he said thank you for lying on the ****. As I stated to you I had to put in a claim myself on 07/17/23 and it was approved on 07/17/23 for $100 only because you refuse to take full coverage amount of the $188.83 products I paid you for and that is not the **** responsibility, that was your Responsibility Only! I have forward all our correspondences with afterpay to show them what kind of people they are in business with. 

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

  
  
  
   

  
  

  Business Response

  Date: 07/31/2023

  Hello,
  
  We hope this message finds you well. 
  
  First and foremost, we sincerely apologize for any misunderstanding that *** have arisen during our previous interactions. Our intention has always been to provide transparent and honest support to our valued customers.
  
  Upon reviewing the recordings of our phone conversations, we can confirm that during our call on June 15th, 2023, you did mention the possibility of your shipment being stolen. We understand how frustrating it can be to face such a situation, and we empathize with the inconvenience it *** have caused you.
  
  Regarding the filing of a claim with ***** we want to reiterate that we did, in fact, file a claim on your behalf. As we mentioned in our previous response, one of our customer support specialists sent you an email containing the details of the claim, including the claim ID number. Unfortunately, the claim was denied by ***** as they found no fault on their part for the package's loss.
  
  We assure you that our company has no reason to deceive our customers, and our priority remains in ensuring a positive experience for each one of you. As a part of our standard procedures, we always strive to provide accurate information and offer solutions to address any issues that *** arise.
  
  We understand that the non-receipt of your shipment has caused frustration and disappointment. Please know that we value your business and are committed to resolving this matter in the most satisfactory way possible.
  
  If you have any further concerns or questions, please do not hesitate to reach out to us. We are here to assist you every step of the way.
  
  

• Initial Complaint

  Date:03/21/2023

  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 some perfume from perfume.com and my old address was already in the system. So purchased the item using quick pay and the order went to my old address. I cancelled the order online immediately and reorderd the product. So 1 wwek later called perfume.com to check my order status and was told both orders were coming. I told the representative one was going to the wrong address and it thought it was canceled.i asked can the order her sent to my correct address. The representative said no and go to the other apartment and get it. I told her I don't know these people and can she refund back my money. She said no because you sent it to the wrong address and take it up with uses. This was 3 months ago and would like a refund since they refuse to reorder my perfume.

  Business Response

  Date: 03/21/2023

  Hope you are well. We are sorry for any confusion you had when you placed the order. Please note that we have refunded this order as a one time courtesy. In the future you need to confirm the ship to address before hitting place order. This was shipped to the address that was entered into our system at checkout. This is why there was nothing for the agent to do. This was not our error.  Have a wonderful week. 

• Initial Complaint

  Date:02/12/2023

  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 3 items from perfume.com on December 14th, 2022. The package arrived at my house on either December 16th or 17th. When I opened the box there were only 2 items and a little bit of paper packing material. I contacted perfume.com immediately. The representative I spoke with told me they always ship an invoice and the packing material isnt theirs. They sent an email and asked for pictures. I sent them pictures within 30 minutes. Didnt receive a response until almost a month later. I sent at least 6 emails and I called twice in that span. I requested to speak with a supervisor multiple times and have yet to have one even try to contact me. I called and tried to speak with a supervisor but I was told they dont speak over the phone only email. It took 2 months to receive my item even though they knew the whole time something happened with my package. I am still waiting for a supervisor to contact me. This customer service is unacceptable.

  Business Response

  Date: 02/13/2023

  Hope you are well. Please note that we advised customer that we need to file a claim with the carrier. We have reshipped out the item and it was delivered on February 8,2023. We have confirmation from the carrier. 

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

  Customer Answer

  Date: 02/13/2023

  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]

   It took you 2 months to ship a replacement. In the mean time, I requested a supervisor and have still yet spoken with one. Your claim with the carrier is your claim with the carrier. You should  have sent me a replacement immediately. It was a Christmas gift. Its now February. Do you see the issue? Also, it shouldnt take a month to respond to emails.

   

   

   

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

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

  Business Response

  Date: 02/17/2023

  Hello ***,

  Hope you are well. It was never our intention to make you feel like this was your fault at all. Please note that we know that we shipped out all of the items. And that is why we had to wait for *** to confirm that they took out the item. Unfortunately, it took them 2 months to complete their investigation. As soon as we  received confirmation that they in fact removed the most expensive item from the order we reshipped the item out. Please note that a supervisor has followed up with you via email this morning.

  Customer Answer

  Date: 02/17/2023

  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]

   

   Too little too late. Nothing you say will change how poorly your companies customer service was towards my issue. I originally called and explained the situation over the phone. I was told the packing material and the lack of invoice was strange. I responded to the original request from your support agent within 30 minutes with the pictures requested. The pictures clearly show a different box, different packing materials, and no invoice. That should have been enough for you as a million dollar company to just make it right. But no. It then took about a month for any response to my email. Remember this was a Christmas gift. The lack of caring for my concern is unacceptable. Its very rude to ignore my emails for a month. I even called the support phone number a few times and they told me I would get a response. I requested a supervisor multiple times because of the lack of communication I was receiving. Never had one reach out. I called to try and speak with a supervisor. I was told they only email. Still never reached out. The only reason a supervisor emailed me is because of this complaint. Not because I requested one. Not ****************.

   

   

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

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

• Initial Complaint

  Date:01/23/2023

  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 never received my order from Perfume.com and they refuse to refund my money

  Business Response

  Date: 01/23/2023

  Hello

  Hope you are well .Please accept our sincerest apologies for the frustration with this order. Please note that this order was marked as delivered on November 16th by the POST OFFICE. We filed a claim with the *********** on the customers behalf. We received a denial letter from the carrier over this past weekend. The ************* *********** are claiming that this was in fact delivered to the ship to address that was entered at check out. 

  However, we have decided to provide a courtesy and refund in full for this delivered not received order. Please accept our sincerest apologies as our goal is for all of our customers to receive their order in a satisfactory time frame and condition. Thank you for your patience while we sort through the issue. Have a wonderful week!

• Initial Complaint

  Date:12/28/2022

  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 was charged $48.10 for an item I didn't purchase. Tried calling the company and receive no answer,

  Business Response

  Date: 12/30/2022

  Hope you are well. Please note that we did not receive any emails or calls regarding this order. This order was placed online. The order was shipped out on December 8 and delivered on December 12.  We are truly sorry if someone hacked your information. We do our best to prevent this from happening.  I have FLAGGED the order for you which means that any information that  was placed into this order will be flagged and manually looked at. Please accept our sincerest apologies. We would be happy to email you a return label to return the order to us for a refund. 

• Initial Complaint

  Date:11/07/2022

  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.

  Perfume.com continues to fraudulently charge my credit card three times a month for the past consecutive 12 months $10 each time. I have tried contacting ******************* and provided proof of their charges and have not gotten any response. This is extremely concerning.

  Business Response

  Date: 11/22/2022

  Hope you are well. I am sorry for the confusion and frustration. We have answered all of your emails the same way. We are not finding an order with the information you are providing. We have attempted to find the subscription and are not able to find it. Please answer the email that will be sent again in case you did not receive them previously. We are doing everything we can to find the subscription order. Please note that we did not just randomly start  charging a random card. Someone placed this order with your credit card. Again we are truly sorry. I am hoping you can provide the information that is needed to find the order for you. 

• Initial Complaint

  Date:10/05/2022

  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 a guerlain perfume from them. I have two other bottles from guerlain directly and they smell nothing alike, it's basically alcohol and water. I had bought the perfume to take on a month long trip I won't be able to return it before the 30 days

  Business Response

  Date: 10/07/2022

  Hello *****,

  Hope you are well. I am sorry to hear that you were not happy with the item that you ordered. I can assure you that we do receive everything from the manufacture. However, It is possible that you received part of a bad batch. Please use the return label that was emailed to you on October 3. Once we receive the return you will receive a refund back to the original payment method. Pleas accept our sincerest apologies. 

• Initial Complaint

  Date:09/23/2022

  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.

  Sent this company an email on July 18th to let them know that I didnt receive all of my order. I was told a claim would be open and how they would keep up to date with me. After communicating with representative ********, she stopped responding and when I try to contact by phone they are always hanging up. It has been 2 months now with no direct solution or update on this matter. terrible company.

  Business Response

  Date: 09/23/2022

  Hello *****,

  Hope you are well. I am sorry to hear about the situation with your order. Please note that we are doing everything that we can from our side. We have filed a claim with the carrier on your behalf. Please note that we weigh every order before it leaves our warehouse. The weight of this package matches that all 3 items were shipped. That is why if you only received 1 item that something must have happened with the carrier. This is something that is usually noted by the carrier that there was something wrong with the order. They did not say anything in the tracking so they need to investigate this further. I have requested an update from *** regarding your claim. As soon as we receive something you will be notified. We are truly sorry again for this. But we need to see what the outcome of this claim is because all 3 items left this warehouse.  Also, when *** calls you make sure you answer the call otherwise they will deny the claim automatically. Thank you for your patience and we will reach out to you shortly with a resolution. 

  Customer Answer

  Date: 09/26/2022

  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:

  The same communication has been given since July 18th, I've tried contacting *** numerous times with no access as I'm the receiver of the package not the shipper.  

   

   

   

   

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

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

  Customer Answer

  Date: 10/17/2022

  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:
  

  
  

  No resolution has been reached, business is still denying to fulfill my order.  

  
  

   

  
  

   

  
  

   

  
  

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

  
  
  
  Sincerely,
  
  
  
  ***** ****
  
   
  
  
  
  
  
   
  

  Business Response

  Date: 10/19/2022

  Hello ******

  Hope you are well. We are truly sorry for the frustration with your order. I just got off the phone with *** asking what is the issue with the claim. I was advised that this claim was STUCK. When I advised them what was going on as far as you only receiving 1 item out of the 3 we shipped. Compared to the tracking details showing Picked up on July 8 then it shows that they attempted delivery on July 22,2022 after we already filed a claim. I was told to call *** back in  an hour when they  open. I believe we will be able to work this out in your favor. Pleasee remain patient. We will reach out to you by end of business day today with a resolution.