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Business Profile

Perfume

Fragrance USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Perfume.

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/22/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 FragraceUSA back in December 2024. I have tried endlessely to contact them because it still hasn't arrived as of April 22 2025. I have even contacted the owner and the only things I have gotten is "have you checked your email about your order?" and a strange "hi" from him. The company does not pick up any of their calls or answer their emails. It still says preparing shipment when I check the status.

    Customer Answer

    Date: 05/17/2025

    Better Business Bureau:

    At this time, I have not been contacted by Fragrance USA regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:04/08/2025

    Type:Product Issues
    Status:
    Unanswered
    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 not received: #************:F5237575 Im contacting you in regards to an online purchase for cologne that was made on 03/07/25 and the cologne has not arrived yet. I have made payments using after pay, payments were made on the following days:03/07/25, 03/21/25 and 04/04/25 in the amounts of $42.50. The final payment has been taken off of auto pay as no merchandise has been received. I have called the following numbers and left voice messages without a return call. The numbers called were ************ and ************. I received an email on 03/07/25 confirming purchase but merchandise had not been received. I have sent emails on the following days: 03/28/25, 04/03/25 and today: 04/08/25 and still no response. Please issue refund on amount paid totaling $127.50 and cancel the order.

  • Initial Complaint

    Date:03/03/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Transaction date was 12/21/2024, order status has not changed from Paid/unfulfilled. Reached out directly to *****, the business owner, over a span of over an month and he finally replied and he assured me it was fixed. The order status never changed after that so on Feb 16th, 2025, I commented on a ******** post of another disgruntled customer stating that I have also waited over 2 months for my order. Another employee reached out, named ******* assuring me he would fix this issue Im having (after they deleted the disgruntled customers post). The order status has not changed and I have not received my order. I reached back out to ****** again on February 20th, ****************************** appreciate a refund or for my order to be fulfilled

    Customer Answer

    Date: 03/27/2025

    Better Business Bureau:

    At this time, I have not been contacted by Fragrance USA regarding complaint ID ********.

    Sincerely,

    ***** ******

  • Initial Complaint

    Date:01/07/2025

    Type:Product Issues
    Status:
    Unanswered
    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 No. #******* Placed January 05, 2025 The seller will not respond to emails, chat on their website and when I call it goes to voicemail and will not return calls.I believe this site to be a scam and I want my order canceled and money refunded ASAP.

  • Initial Complaint

    Date:12/10/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 on 13 July 2024 for $79.99. The order was supposed to be shipped within two days. However it was never shipped and I haven't received it to this day. The business does not reply to emails nor pick up phone calls. My order number was #*******

    Customer Answer

    Date: 01/03/2025

    Better Business Bureau:

    At this time, I have not been contacted by Fragrance USA regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:10/03/2024

    Type:Product Issues
    Status:
    Unanswered
    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 September ******* I placed an online order with Fragrance USA, in the amount of $95.99. On September 14, 2024 the amount was deducted from my account. After a week, with no follow up email from the company, I emailed them asking for the status of my order with no response. I called the phone number provided and was transferred to a message. After 2 1/2 weeks, the company finally responded to my email saying the order was lost in transit and the money was refunded. The money has not been refunded. I've filled a dispute with my credit card company.

    Customer Answer

    Date: 10/28/2024

    At this time, I have been contacted directly by Fragrance USA regarding complaint ID ********, however my complaint has NOT been resolved because:

    [Your Answer Here]

     Fragrance USA sent an email saying that the product purchased had been lost in the mail and the money was refunded to the account. It was not refunded.

     

     

     

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

    Sincerely,

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

    Customer Answer

    Date: 11/17/2024

    Better Business Bureau:

    At this time, I have not been contacted by Fragrance USA regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:04/11/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 March 25 I placed an order from FragranceUSA, There website says orders placed before a certain time will be shipped same day. They also say due to high volume orders may be delayed 2 BUSINESS DAYS. Today is April 10. I have not received one email to update what is going on. I have emailed the company a total of 4 times in the last 3 business days and left 2 voicemails. This company has taken my money and ghosted me. Two weeks to wait on shipping when you say something is in stock is terrible. Not to mention not responding to the numerous attempts I have made to speak with someone. As a consumer I have never felt more violated, How is easy is it to send an email.

  • Initial Complaint

    Date:11/21/2023

    Type:Product Issues
    Status:
    Unanswered
    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 a purchase on 10/17/23 for $35. on 10/18/23 I went on their chat and asked to cancel my order, told them I had a chance to smell the fragrance elsewhere and didn't like it. They advised that i could not cancel that brand and the only option was to exchange it. After a few chats I said that was fine and they asked what I wanted to exchange for. I told them what I wanted the exchange to be and they said normally it had to be from the same brand but would make a exception. On 10/31/23 they emailed me and said they would make it happen, on 11/3/23 they said everything was approved and I would receive a checkout link to pay the difference which was fine. I wrote them back 10/6/23 and they said the link is being worked on. Finally on 11/9/23 I received the link and paid the difference. After 5 more emails still has never been shipped and emails or chats not answered. Their web-site says items will be shipped same day if purchase by 2:00 but due to high volume it may take 2 extra days, it has been 11 since exchange was approved still nothing. The item is in stock and has been the whole time so that is not the problem either. I just want what I paid for and have waited way longer than I should have had to. I have all 23 emails if needed.

    Customer Answer

    Date: 12/16/2023

    Better Business Bureau:

    At this time, I have not been contacted by Fragrance USA regarding complaint ID ********.

    Sincerely,

    *** ********

  • Initial Complaint

    Date:11/16/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Made a transaction with this company on October 8th as a gift. The order was said to ship in 2 days I never saw a shipping email. I emailed the company and no response. I emailed again and someone responded saying the order was flagged as fraudulent and that they were trying to reach me and I never received any contact and no one ever replied to me. I told the person that emailed me that if thats the case then cancel my order since nothing has shipped. That was over 4 days ago and no one is responding to me. Ive called everyday and always getting sent to voicemail. I just want my money back. Like this ridiculous.

  • Initial Complaint

    Date:08/02/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 July 24, 2023 I purchased a bottle of ******************* Parfum off of the FragranceUSA website for $215.99. That same day I contacted FragranceUSA via email to request an order cancellation for that order. I got a better deal on the fragrance somewhere else. FragranceUSAs customer support responded back saying that the order had been dropped off at their **** (dropbox), and they would work on getting the package back from ****. The last time I heard anything back from FragranceUSA was on July 26, 2023. Since then I have sent two follow up emails to them with no response. My card has been charged and processed even after I requested a cancellation.

    Business Response

    Date: 08/03/2023

    Hello, 

    This package was requested back from **** (Request number is ***********) and we were waiting to get the package back from **** in order to refund the customer in full. 

    Usually we do not even do this if a package is already shipped it is the customers responsibility to get the package and send it back for a full refund.

    We did this as a one time courtesy and it seems as if the customer did not appreciate us doing this by going and opening a complaint. 

     

    Thank you 
    FragranceUSA 

    Customer Answer

    Date: 08/15/2023

    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:

    The company FragranceUSA responded back to me (August 3, 2023)  in regards to the complaint I made with your office. They stated the package had been received back from **** and they would start the refund process. It has been almost two weeks and I havent heard anything from the company. Ive tried to call the company but have been unsuccessful. Ive emailed them a couple of times (latest one being today) with no response back. All I want is a full refund of a product that I cancelled and never received. 

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




     

Fragrance USA is NOT a BBB Accredited Business.

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