ComplaintsforFragrant Jewels

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 3, 2024, I made two orders for ***** each. One order was paid with gift cards and the other order was paid with a combination of gift cards and credit card. On July 3rd, Fragrant Jewels terminated my account and said all outstanding orders and gift cards would be refunded. On July 7, they officially canceled the two orders but did not issue a refund. It is now Sept 10, 2024, and nothing has been refunded still. For one order, I am owed. 4.23 to my Mastercard and ***** to my gift cards. For the other order, I am owed ***** to my gift card. However, since they recently deactivated all my gift cards and stole the funds from me, I am owed ALL the money back: $61.30.

  Business response

  09/11/2024

  Dear Better Business Bureau,
  
  We appreciate the opportunity to address the complaint filed regarding our company.
  Upon thorough review, we found that the account in question was closed due to multiple violations of our Terms of Service. Specifically, there were over 15 accounts created under various aliases, which were used to abuse our monthly subscription membership, discounts, gift cards, and website policies. Additionally, we received complaints from other customers within social media groups regarding the conduct of this account, which further necessitated our actions.
  
  As per our standard procedure, we notified the account holder via email of the termination and referenced the applicable clauses in our Terms of Service regarding fraudulent activity. Following this termination, we continued to detect and cancel new orders attempted under additional alias accounts, including an order placed earlier this week. We believe the filing of this complaint may be in direct response to the cancellation of that most recent order.
  
  Lastly, it is important to note that the contact information provided in the BBB complaint does not match the account name or details associated with the order mentioned. This inconsistency further supports our decision to uphold the termination of these accounts.
  
  We stand by our actions as they are in line with our company policies, which are in place to ensure fairness and integrity for all of our customers.
  
  Thank you for your understanding.

  Fragrant Jewels

  Customer response

  09/12/2024

   
  Complaint: 22266241
  
  I am rejecting this response because:

  Their response does not address the issue of the complaint.

  I am not disputing the account termination. They have stolen my money. The purchase was made with my Mastercard 9960 and it was not fraudulent. 

  I am disputing the merchandise and gift cards I PAID MONEY FOR that were not refunded as stated. I submitted the complaint under my legal name  (******) + **** name "****" but for some reason it only showed up as "Asmara"  and that is why it does not match "the account name" but my legal name is ALSO on the account.

  ******************** - you have all the documents and you can see they canceled the orders and never provided the refunds.

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

  Business response

  09/12/2024

  Thank you for your recent communication regarding your complaint.
  
  We understand that you do not agree with our initial decision.
  
  We regret to inform you that our initial response stands unchanged. At this time, we have no further action or response that can be made.
  
  We appreciate your understanding and thank you for your attention to this matter.
  
  Sincerely,
  Fragrant Jewels

  Customer response

  09/12/2024

   
  Complaint: 22266241
  
  I am rejecting this response because:

  They are not addressing the issue that refunds are owed for disabled gift cards and canceled orders. 

  BBB - please step in.

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been a customer of **********************, a self care candle and bath bomb company based in ****** ** that puts jewelry in their products since 2016, Beginning on or around July 19th 2024, *******************************, a **************** Manager for **********************, began to take actions against my FJ account, first by banning and blocking me from the *********** pages and then at 11:59 EST, July 3 2024 at the start of a Holiday weekend, with no warning, he deactivated my account after 9 years of patronage. I received a generic email saying my account was being terminated because allegedly I broke their TOS yet was told nothing of what that was or given an opportunity to correct what the problem was. In the past, I had spoke with ******************************* on the phone when an issue had come up regarding an order I placed and always had had a polite, respectful and friendly conversation with him, yet this time he had refused to answer, return or respond to my emails requesting a response as to why he has taken these actions against me. This is a company that has orders being delivered incomplete with missing items or wrong items. It became normal to have to video tape the unboxing because ******************************* would accuse customers of tampering with the orders by removing items in order to receive them for free. Even with incorrect deliveries that took a crazy amount of time to be processed, fulfilled, shipped and finally delivered, to say I am perplexed is an understatement. I would like to know why I was not contacted during normal business hours to discuss my account. I would like to know why my account was taken away at midnight at the start of a Holiday weekend. At any given time ******************************* or his Supervisor could have contacted me during normal business hours to discuss with me any problems with my account. I would like ******************************* or his Supervisor to contact me with an honest, truthful explanation as to why these actions were taken against me.

  Business response

  07/08/2024

  Hello ******, 
  
  We hope this message finds you well.
  
  We regret to inform you that, effective immediately, your account with ********************** has been terminated. This decision has been made in accordance with our Terms of Service, which you agreed to upon creating your account.
  

  For your reference, you can review our full Terms of Service here: ****************************************************************.
  
  Please note that this termination is final, and we are unable to offer further assistance or communication regarding this matter with any and all existing accounts. Any outstanding orders or balances will be canceled and refunded back to the original method of payment, including any open gift cards.
  
  We appreciate your understanding and thank you for your past patronage.
  
  Best regards,
  Fragrant Jewels

  
  Please do not reply to this automated message. 

  Customer response

  07/08/2024

   
  Complaint: 21949710
  
  I am rejecting this response because: Fragrant Jewels is refusing to say exactly what in their Terms of Service I broke. Having been a loyal customer for over 9 years with over 77k points, indicate my good standing as a customer with **********************. I have repeatedly and respectfully tried to contact *******************************, who is Fragrant Jewels ************* Manger only to be ignored and given the same generic response they submitted here as to why my account was terminated. After 9 years and many thousands of dollars spent, I deserve some respect and courtesy of a reasonable, truthful explanation as to why such action was taken against me especially seeing as it was done July 3rd at 11:59pm the start of a Holiday weekend with no way to contact anyone. At any given time prior to the start of a Holiday weekend in the middle of the night, Fragrant Jewels could have contacted me to discuss any issues with my account. Instead, they waited until the middle of the night on a Holiday weekend to terminate my account with no discussion.
  I respectfully request an investigation into why my account that has always been in good standing has suddenly been terminated for no reason.
  
  Sincerely,
  
  *****************************

  Business response

  07/09/2024

  Dear ******,
  
  Thank you for your recent communication regarding your complaint. We understand that you do not agree with our initial decision.
  We regret to inform you that our initial response stands unchanged. At this time, we have no further action or response that can be made.
  
  We appreciate your understanding and thank you for your attention to this matter.
  

  Sincerely,

  Fragrant Jewels

  Customer response

  07/09/2024

   
  Complaint: 21949710
  
  I am rejecting this response because:Once again Fragrant Jewels and ******************************* refuse to answer the question of what rule did I break of their Terms of Service.

  It seems to me, that because they are refusing to answer my question, they just decided to terminate my account for no legitimate reason.

  I respectfully request a truthful and complete answer as to why my account was terminated and to please stop with the generic replies as we both know I did not break any of the Terms of Service or any rules period.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On November 24th, 2023, I took advantage of one of Fragrant Jewels' Black Friday specials and placed and order for a number of Holiday gifts. When the order had not even been fulfilled a week later, I emailed ***************** they apologized and promised to escalate the matter. When nothing happened a week after THAT, I emailed again. The next day, all customers received a form apology email stating the company had been overloaded and was delayed in sending orders. I then received a response to my second customer service email that was copied and pasted from the mass email. As the holidays approached, I send a THIRD customer service request for information, and received ANOTHER copy and pasted email from a mass email sent earlier that week regarding back-up orders. When I FINALLY received tracking information, it was incorrect and my package was untraceable.At this point I had ordered back-up gifts from a competitor that had already been delivered. When the items did finally arrive, two days before Christmas and a full month after I ordered them (far beyond their promised shipping time) I requested that I be sent return labels, as I have also not opened any of the boxes. Those labels have not been forthcoming.I am more than willing to return these items as I no longer have use for them, and the handling of this whole situation by Fragrant Jewels (copy and pasted **************** responses, continuing to run sales despite existing orders being unfulfilled, promotional items delayed/not forthcoming) means I no longer wish to do business with this company. The items are still in their boxes and can be re-sold.I just want my return labels and my money back.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order from this company on Nov 12, 2023. Expectations were set for shipment within 5-7 business days. It is now Dec 29 2023 and my order still has not shipped. Company set a communication stating orders were delayed, but ALL orders placed prior to Drc 08 would Arrive prior to Dec 25. After repeated attempts to get updates on my order, nothing was sent back through multiple avenues. Company also performed a full fund capture of my funds prior to shipment of my order causing me to lose these funds without the return of goods purchased. This is unacceptable behavior for an ecommerce company.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This is the first time I've ever needed to do this. I placed an order with the company on December 5th. They promise 5 to 7 business days for shipment. It's been over 7 business days and nothing has shipped. This item bought for Christmas won't be here. I'm upset. Everything I bought was on clearance and discounted so I don't believe they needed the extra time to make them by hand. They already had them ready in inventory. I've contacted them through phone and no one will pick up. I sat for hours and no pick up. They say they have a chat button but do not. I've spammed emails to them asking for a refund as it's been past 7 business days for shipment and no activity. I've been ignored. They won't even accept, took down feedback from their site I placed. They keep sending Christmas emails out for deals everyday and no one seems to be even getting their stuff for Christmas. Also I started getting a load of fishing emails that are fraudulent after using this website for a purchase. Which I never had like this before. I had accidentally clicked on their website and backed out going shopping for Christmas. They automatically sent me an email with a deal code. I never even entered the email into their site. They just had it and automatically used it. I checked it out and placed an order with the discounted clearance bath bombs to try out. Then I started getting a load of phising emails saying I have an invoice of $598 I need to pay and to contact customer support.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I have never been so upset a week before Christmas. I placed a large order on November 28th for $146. My order Order #******* said it was shipped on December 6th. I called FJ on December 11 and was promised the case would be escalated and I would receive my order by Christmas. Today is December 15. I was just told that due to YOUR mistake....my order would have to be re-ordered and I wont get it before Christmas. I am furious. I ordered a MONTH in advance of Christmas and now I am stuck with no gifts for my family.When I ordered, there was an arrival guarantee by Christmas. On the **** app, there is a shipping time of 5-7 days as well. After keeping my money for ******************************************************************** now I get no response from ***************** This company is notorious for slow shipping but are now offering large discounts on products they do not have or can not manufacture in a reasonable amount of time. I've decided to cancel my membership as well. I have never been so disappointed.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  July 11, 2023 $83.27 The businesss advertisement of the product described a candle, a bath bomb, and ten rings. The wording and photos implied that this was a set of ten rings, not two random ones. I did contact the business and they were condescending and obviously used to this type of complaint. I have photos of everything to make the issue clear and concise.Thank you

  Business response

  08/23/2023

  Hello ****,
  
  I appreciate your time in speaking with me earlier today. I would like to extend my apology for any confusion stemming from the product description issue. Your help in bringing this matter to our attention is greatly valued.
  
  I want to assure you that we have taken swift action to rectify the situation. The necessary corrections have been implemented, and we will be promptly following up with you via email to provide further details and updates.
  
  Once again, thank you for your understanding and for assisting us in maintaining the quality and accuracy of our product information.

   

  Best *********************************************************************************************** Manager
  
  Address: *****************************************************************
  Web: www.fragrantjewels.com
  Email: *****************************************

• Initial Complaint

  07/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had an active subscription with this company for over a year and simply cannot cancel it. There is no way of cancelling on the website. It always says I don't have an active subscription yet I receive a monthy box and my card continues to get charged. I went as far as to replace my card with a new one and they still managed to charge my new card. Please help get this company to cancel my subscription.

  Business response

  08/09/2023

  Dear *****,
  
  I would like to extend my apologies for the delay in my response, due to a recent transition in ownership within our organization.
  
  Earlier today, I made an attempt to reach out to you via phone and left a voicemail containing my direct contact details.
  
  Upon thorough examination of your account, I have come across two email correspondences wherein you had requested the cancellation of your membership. Regrettably, in both instances, our customer support team responded indicating that the email address provided, ********************** was not linked to any active account. Consequently, they requested an alternative email address associated with your Fragrant Jewels account.
  
  In the absence of a response to either of these emails from our customer support team, your account has remained active. Through further investigation, I was able to successfully identify and verify your account under the email address ************************.
  
  In light of this, I kindly request that you reach out to me directly in order to confirm your intent regarding the membership cancellation. I recognize that a considerable amount of time has passed since your initial request in February 2022, and I wish to ensure that your preferences are accurately reflected.
  
  If there are any questions or concerns, please feel free to contact me.
  
  Thank you for your understanding and cooperation.
  
  Best regards,

   

  ****************************; 
  Fragrant Jewels Customer Care Manager
  
  Address: *****************************************************************
  Web: www.fragrantjewels.com
  Email: *****************************************

• Initial Complaint

  06/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  They sell candles that burn down & have jewelry inside. I buy gifts as I see ************ them so Im never trying to get last minute gifts. I ordered my friend a frenchie candle in November when I saw them for her birthday in April. She ***** it when she can because with her work schedule she doesnt want it burning when shes not home so she just got down to the frenchie ring. Of course the one she got was a dangling frenchie ********** was missing. I contacted *********** said its been too long. I told them I understand that but explained why & they still didnt care. *** bought from them a lot & sent them a lot of business over the years. I simply asked for a replacement frenchie ring. I dont work two jobs to buy my friend a gift to be broken with no frenchie anywhere on it. A big company like that should have no issue righting their wrong.

  Business response

  07/05/2023

  Hello *********************,
  
  I extend my sincere apologies for the delayed response. Our company has recently undergone a transition in ownership, which has caused some delays in our communication. I would like to take this opportunity to review your account and provide the clarification you seek.
  
  Upon reviewing your account, I have found that an order was placed on November 11, 2022, for the Smokey Furry Friends collection candle,which was subsequently delivered on November 23, 2022. On June 18, 2023, our customer support team received an email from you, outlining the issue with the ring and requesting a replacement.
  
  Allow me to shed some light on our policies regarding such matters. We do take into consideration the time frame it may take for customers to burn through a candle and report any issues for potential replacements. I apologize if there was any misunderstanding from our customer support team, as they were not unwilling to assist you. Unfortunately, given that this was a unique situation it had been 7 months since the item was delivered, the option for a replacement is no longer available at the time.
  
  As we have recently transitioned to new ownership, I would like to explore potential alternative solutions that can enhance your experience. Could you kindly email me directly with a suitable time and phone number where I can reach you? This will enable us to have a more in-depth discussion and find a resolution that meets your expectations.
  
  Once again, I apologize for any inconvenience caused, and I appreciate your understanding. I look forward to hearing from you soon.
  
  Kind regards,
  ****************************; 
  Fragrant Jewels Customer Care Manager
  Address: *****************************************************************
  Web: www.fragrantjewels.com
  Email: *****************************************

  Customer response

  07/17/2023

   
  Complaint: 20219819
  
  I am rejecting this response because:
  I returned their call after I filed the complaint. I emailed as well. No response from the seller since. If it was followed through as stated in their response, then that would be good. They say they can resolve the issue but wont respond when I reach out. I only hear when I leave a negative review.

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

  Business response

  07/31/2023

  Hello Amber, 

  It seems that the last message was received in crossing with our communication by phone. 
  

  I am glad that I was able to assist you and make it a better experience. 
  

  If you have any questions feel free to contact me directly. 
  

  ****************************; 
  Fragrant Jewels Customer Care Manager
  
  Address: *****************************************************************
  Web: www.fragrantjewels.com
  Email: *****************************************

  Customer response

  07/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The products are definitely not worth the price paid, they claim the rings to be valued at at least $25, but I have seen similar one for $15 or less other places. I cancelled my subscription for this reason, among others, and asked to be removed from all correspondence, including email, text, phone, and mail. Instead of removing my information, they sent 4 more spammy emails the next day, then told me to remove myself from the list. As I get so many emails from them, I can only assume that I am on more than one list, and that is what I asked them to remove me entirely from their data base.

  Business response

  06/28/2023

  Hello *********, 
  
  I sincerely apologize for the delayed response and any inconvenience caused. Our company has recently undergone a transition of ownership, which has led to certain operational changes. We have made significant efforts to enhance our customers' online experience and provide them with greater control over their interactions with us.

  
  Upon reviewing your account, I acknowledge that you were correct in stating that different departments within our organization were involved in managing our marketing emails. Our team has taken immediate action to remove your email address from our mailing list. However, if you continue to experience any further issues in this regard, I encourage you to reach out to me directly. I am committed to resolving this matter promptly and ensuring that you receive the necessary assistance.
  

  Once again, I apologize for the overall experience you have had thus far. I would like to invite you to take a moment to explore the new changes we have implemented and the exciting developments we have in store for the future. We greatly value your support and are dedicated to providing you with an improved customer experience moving forward.
  Thank you for your understanding and patience. Please do not hesitate to contact me directly if you require any further assistance or have additional concerns.
  
  ****************************; 
  Fragrant Jewels Customer Care Manager
  
  Web: ******************************
  Email: *****************************************

*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. ↩