ComplaintsforFragrant Jewels LLC

• Initial Complaint

  06/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Yesterday I received a partial order so I called Fragrant Jewels. The customer service rep **** took care of sending the rest of my order out. The company has been making several mistakes over and over to where it stresses me to contact the company to get my order corrected. So I canceled my 5+ year membership. Then, again today, I received a partial order. I called Fragrant Jewels and I was told by customer service rep ******* that there is nothing that can be done because I have had three complaints in the past. It isn't my fault that the company makes so many mistakes and doesn't check orders prior to shipping.

  Business response

  06/29/2022

  Consumer Response /* (2000, 9, 2022/06/23) */ Fragrant Jewels refunded what was owed.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have canceled my subscription with fragrant jewels more than five times yet they continue to pull money from my account every month there is money in my card. I can not get ahold of anyone to request a refund.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I initially made an order on 15 Jan 2022 that had somehow been duplicated by the website. I emailed them to cancel the duplicate of my order and they initiated a refund for the extra charge a day later. I emailed 23 January 2022 when I saw no movement on the order, where they said my order was still processing and to allow 7 more business days for it to be shipped. They had another sale where I made a separate order, but due to browser cache, it did not reflect on my account even though I used PayPal. It created an entirely different account under my PayPal email. I then emailed them to cancel that since it was now split into 2 accounts, where they cancelled it on 31 Jan 2022. Still, my first order with this company still had not shipped. I then got an email on 18 February 2022 that my order had shipped, which contained no active tracking link. On 26 February 2022, I sent another email indicating I have no tracking link accessible and there has been no delivery attempts. I received an email right away explaining there was a "slight delay in shipping". I emailed on 20 March 2022 that I would like to continue to be a customer and purchase other things on the website, but I won't do so until I receive my first order from 15 January and inquired on my order status. I received an email a day later indicating "It seems your order did not transfer properly to our shipping department and did not finish processing. We can create a reship with replacements and add a free bath bomb as a courtesy for the inconvenience. Or issue a refund for the entire order. Unfortunately, all the items on that order are now out of stock. Please select replacements from our website of the same price and once you are ready, please let me know to proceed with the reship." As a business owner, I have never seen such a bad first time experience/lack of investigation by any company. Their customer retention policy was a free bath bomb.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  **** See Attached Document ****

• Initial Complaint

  01/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I made 2 orders with this company. Order#********* & Order#********. One was place on Jan X XXXX and the other on jan XX XXXX. Neither have been shipped, I have heard nothing from this company. So I reached out via email 2 days ago. I have heard nothing back. So I call today, Jan XX XXXX. I was informed I had to wait til Friday for Jan 16 order, if no tracking was provided, then call back monday. And for Jan 9th order, items were sold out The Hers Duo ********* I ordered when they released!!... they were in-stock when I ordered or I wouldnt have been able to order! Obviously. So how is it possible that they sold out before they could ship mine?? You never get an actual answer from their CS. They just give a fake apology and ask that you swap it for something else. No. If I wanted a differnt item I would have ordered that instead! Completely insulting. They dont fill orders in the order in which they are placed, so people who order first get screwed. Then they just ignore the orders until customer contacts them, and keeps your money. Extremely ***** ********* Im not ********* , actually Im ********** You lost a customer. Yet again bc you just cant get your **** together. �' So now after speaking with the CS agent who i could barely understand, one order shows cancelled and other with supposed out if stock ********* shows ********** This feels like fraudulent and miss leading sales practices!!!

• Initial Complaint

  01/06/2022

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I have placed orders with this business before and have had nothing but issues. They keep charging my card when I have no active subscription and don't fulfill ****** *********** I have asked for replacements and was ignored. I'm not a member but keep ******* charged. I had to get new credit cards. I have **** and all this has done is upset me ******** They keep sending things to the wrong address anyways and I can't even pick them up. I moved 3 times this year because of ****** That's why I canceled. It's ************* to know my things in ******* for are probably ******* and I keep ****** ****** They can either refund me or send new product to the proper address. I can prove my moving around, I can prove the ******** of my condition, and how this has been causing a great deal of stress to me because what little money I had, is taken.

  Business response

  02/01/2022

  Business Response /* (1000, 14, 2022/02/01) */ ***Document Attached*** Hello *********, I would like to apologize for any confusion regarding your account. I was able to take a further look and it seems that there had been 2 accounts. We show that you had signed up to our Inner Circle Membership under the following email address ******************** with the purchase of the Dreamcatcher Candle and bath bomb gift set on 12/12/20. A cancellation request had been submitted 01/03/21. Our e -support team responded the same date 01/03/21 recommending to contact our Customer Support team via phone for further assistance with your request. No response had been received. On 01/11/21 we received another request to cancel and advising our team that you were unable to reach us via phone. Our e- support team assisted and canceled the account per your request to avoid further delay. In further review under the same email address ******************** I show that another sign up to the Inner Circle Membership had been made with the purchase of our Dog Mom, Fur Mom Candle and Bath Bomb gift set. Since the credit card on file had declined multiple times, the second membership had been canceled under the following email address. ******************** On 10/20/21 I show that you placed an order at 6:10pm pst. for our Moonflowers Candle and Bath bomb set along with the Inner Circle membership under the following email address **************************** On 11/13/21 at 5:35am pst. we received an email request to place your membership on pause due to having to move from your home. Our standard policy is to offer a 30 day pause. However, our customer service agent assisted and provided time outside of our policy and provided a next billing date of 02/10/21. (Email Attached) On 11/23/21 a request had been submitted to update your shipping address since an order had been sent to an address you no longer live in. The agent created a replacement order and updated your address for the order only and did not make the change to the monthly subscription orders. Due to the dispute, we have canceled the membership under the following email address **************************** and will send a replacement order that had been processed on 12/20/21 since the order had been shipped to the old address. I apologize for the confusion and have canceled your account. If you have any questions, please do not hesitate to contact me directly. ******************************************************************************************************************************************** Consumer Response /* (3000, 21, 2022/02/14) */ I have been unable to reach out to you guys due to problems with the website. I am not happy with the outcome unless a replacement is being sent or a refund.

• Initial Complaint

  12/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I subscribed to Fragrant Jewels in October. I forgot to cancel the the subscription until the day I was charged for the November month (November 22nd). I called customer service and asked to be refunded and to cancel my account. They agreed and said I'd receive a cancelation email. I did receive a refund, but I didn't receive an email confirmation. Now one month later I'm charged again even though it should've been canceled. I want to be refunded and receive confirmation my subscription is canceled.

• Initial Complaint

  11/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On Monday, November 21, 2021 order **************-X I placed an order online they automatically added a monthly subscription service for inner circle I removed it from my cart before checking out they advertised heavily for 20% off your order for signing up for the inner circle membership as well as an option for $10 off my purchase for signing up for the inner circle membership which I declined both opting for a 15% promotion code instead however after placing the order they signed me up for the membership anyway it took several emails to customer service to get them to cancel that membership that I never wanted but I still did not get the $10 off or the higher percentage off since they signed me up for the membership I didn't want anyway I think it's very ********* and I don't plan on doing business with him again

• Initial Complaint

  11/24/2021

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I ordered a size 7 candle with a ring on ******** as a gift for my mom's birthday. I paid them ****** for it. They sent me a size 6 instead, and when I reached out to them to get it resolved they ****** with me about if they could fix it. After I asked them to cancel my membership and refund me for the candle since they ******* to replace it with what I had ******** they suddenly changed their tune and put in a replacement order for the same thing in size 7. The replacement arrived in a size 6 ****** I contacted the company again about the ********* product and was told to send them ********* which I did. After that I got nothing but *******. I reached out to them again multiple times and have not ****** a single ******* They won't let me cancel my *********** they won't send me the correct product that I had ordered, and they won't ****** for sending the ********* ******** I would like this matter ******** as I have been trying for more than 2 months, and they are just ignoring me.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with this company in the amount of ****** on ******* On ******** a customer service representative reprocessed my order as it had not arrived, it was showing up in the tracking app in northern states and the representative stated ***** had most likely lost the package, that it wasn't uncommon for them to do so. Fragrant Jewels processed my monthly subscription ******** I believe) on ******* and that box shipped on ********* I called on ******** to check on the status of the reshipment and was told the warehouse had not fulfilled the order, so he cancelled the reprocess and submitted a new one (I have screenshots of order information, tracking, emails, etc). I hesitantly placed another order on ******** in the amount of ******* Both packages had the same tracking updates until ********* when my subscription arrived. The ********** had arrived as well (tracking app showed ********** and items were ******** When I called ****** to speak to someone after ************* with customer service via email and not getting a response, I was told the reshipment had the same updates as the 10/15 order I placed. I checked and it had changed to reflect the same status. I have been told by several customer service representatives, including the one I just hung up the phone with, that I could request a ****** if my package had not been delivered within 7 business days upon ***** receiving the packages. It is day 8, the shipping update reflects no movement in almost 25 ****** the 4th day in IL entirely so I called to request a refund and was ******* She stated ***** had to update the status to "delivered" before I could request a ******* I've been **** to, given *************** and have waited over 7 weeks for an order to arrive and am still being denied my money back (totaling $159.75). My original 9/9/21 says ********* now but I never got *********** constantly jerking me around in different directions to avoid refunding my money. I have more info but it won't fit.

  Business response

  11/18/2021

  Consumer Response /* (2000, 9, 2021/11/16) */ I wanted to follow up and confirm that I finally received my orders from Fragrant Jewels. My second order was held until they could fulfill and reship a second replacement of my original order that was lost in transit. While I still wholeheartedly believe (and am able to provide proof) that I was treated very poorly and lied to multiple times, I did receive two replacement orders. The first was severely damaged and my second order was held until they could get the second reshipment with it, but I got the products I purchased as well as products free of charge. I would like to close this complaint at this time.

*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. ↩