Complaints

• Initial Complaint

  12/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/28/24, I called the Woodstock store in the Outlet, spoke with the store manager **** who stated to me that she have 3 customers in the store and didn't have the time to help me a customer on the phone to see what ********************** she had in the Mida perfume. I informed her I will wait. She place the call on hold for over 49 minutes before someone picking up and hanging up the phone. I called back and asked who was the ** of the store Alaby said **** was. I stated isn't **** the store manager. Who is over her? The she said *** ******* I asked if there was a number or email address to reach her? I was told they will get **** on the phone for that. **** answered the call I explained that she placed me on hold over ************************************************************************************************** ****** because according to the *** that was very disrespectful. She gave me an email address. I asked what's her store number. She stated 109. I said so you gave me your email address for *** ****** who works from home? **** said yes and I would forward the email to her. If this is the case why I just get her email and send her the email on the service I received from her? stated I will send this to the corporate office, no worries. **** started apologizing. I said have a good day. First, I went there last week and asked for Mida perfume and got home and there was 2 other Mida perfumes **************** in my bag which I was mailing out to my Aunts for Christmas. Neither of these were the fragrances I smelled in the store which I don't know what either smell like. I am surprised at a manager with her behavior and wanted this office to know. If I am treated this way with a disability, how is **** treating customers in the store?

  Business response

  12/30/2024

  Dear **********,

  On behalf of our entire company I would like to sincerely apologize for the poor experience you encountered both in our store and during your recent phone call. Please know that this is not the level of service we strive to provide, and I assure you this is being addressed internally. Your experience was unacceptable, and we truly regret any frustration or inconvenience this may have caused.
  
  Your satisfaction is our top priority, and we are committed to making this right for you. To avoid inconveniencing you any further, wed like to send the Mi Vida fragrances youre interested in purchasing directly to you at no additional cost. Ive provided an attachment of the (3) remaining womens fragrances from our Mi Vida collection for your review (Passione, Rouge & Amour). Please kindly let us know which (2) fragrances you're interested in most and well have them shipped directly to you at the *********, ** address youve provided. If theres a different address youd like us to send these to, thats not a problem, kindly provide us with the new address.
  
  Once again, we deeply regret your experience and appreciate your understanding and patience as we work to improve. Thank you for giving us the opportunity to correct this, I look forward to your response.
  
  Sincerely,
  
  ****** ******
  Director of Marketing & Operations
  Fragrance Outlet

  Customer response

  01/15/2025

  I was asked by the company what MiVida collection did I like out of the 3 fragrance choices. I would like the Passione and Amour please. I was informed that they will send me these bottles at noon additional cost to my address listed. I was informed that they will be shipped to me to my *********, **. address. Thank you again for your thoughtfulness. 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order# ***** I placed the above order number on December 26 through fragrance outlet.com. I never received the order they charged me $115 for perfume and I never received it Ive made multiple attempts multiple emails and multiple online chats. They told me my order was so called delivered. But when you check the tracking number it shows delivered but no proof of delivery.. They keep telling me it was delivered but they dont have any proof that it was. I have made multiple attempts to try and have this resolved and no one gets back to me. I would like to be fully refunded for this order as it is going on three months and I have paid for some thing that I have not received

  Business response

  03/22/2024

  Hello, Please be advised that your package was fulfilled and shipped from our warehouse on a timely manner as promised.  Once the package is shipped, it is handed over to the carrier who is responsible for delivering the package.  Your local carrier, ***** marked the package as delivered. However, we have have submitted the full refund on this order today. Please see attatched. 

• Initial Complaint

  02/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered two items from company earlier in February 2023. One of my items arrived but the second item was not delivered. When I contacted the company I was told they would look into it and provide updates. I reached back out for an update yesterday and was told that they would not assist me with the missing delivery, nor would they refund or replace my order although it has not arrived. The item was $91 and I feel this company does not provide any assistance to ensure packages are delivered and I want my money back for the missing/ non delivered item.

  Business response

  03/01/2023

  Hello, I spoke with **************** this morning and we have provided her with a full refund for the item she did not receive. A refund in the amount of $92.99 USD to the **** ending in ****.was issued. **************** seemed happy with this solution. Please see proof of refund attached.
  

  Thank you

  Customer response

  03/01/2023

   
  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

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought ************************* perfume for my fianc as a Christmas gift in December 2022. When she tried to put it on for the first time, nothing came out, the bottle is full and has not been used. Seems to be an issue with the sprayer. Contacted the store and they claim they dont sell that perfume anymore. They are not willing to do an exchange as I do not have the receipt. Just want a working bottle of perfume, they refuse to do anything about it. Would also be happy if they could fix the bottle.

  Business response

  01/19/2023

  Good afternoon 

  I have attached my detailed communication to the *********************************, who filed the complaint.  Unfortunately, we were not able to find a transaction for the items that he has claimed to have purchased at the Fragrance Outlet at the Fashion Outlets of Niagara Falls at all in the past 12 months.  He cannot produce proof of purchase, we don't carry the fragrance any longer as it was  on clearance at $10 about a year ago, and our records indicate that we did not sell any units of the fragrance that he claims to have purchased in the past 12 months.  I believe that he may be mistaken,  there is another fragrance retailer named Perfumes 4 U in the same center, where he may have made the purchase. 

   

  Customer response

  01/19/2023

   
  Complaint: 18825574
  
  I am rejecting this response because:

  I apologize for the misinformation provided in the original complaint. I was under the impression that that was made under the ************************* line. I was wrong. I also informed you that I was unsure of how I made the purchase as it was over a month ago, but I usually use my one of my credit cards when making purchases. I know the product was purchased at the Niagara Falls location in December 2022. I dont know how it was rang up by your employee, so if youre not finding it in the system, is it possible that it is due to employer? Maybe they rang it into something else? I know I paid more than $10 for the item and dont understand why youre making such a big deal of this if it is a $10 clearance item that could be easily replaced. when we spoke on the 18th, after calling me multiple times, and leaving multiple voicemails with in a 10 minute window basically harassing me while I was handling a work situation that this issue was no longer worth my time, and if you couldnt help me with that, I would just take my business elsewhere in the future. After that you got silent, and abruptly said okay bye and hung up on me. After returning to handling the work situation, I was dealing with. I received another three missed calls from you within a five minute. period. I called you back to see what was so urgent and you offered no reasonable solution. I then stated that I would not do business with the fragrance outlet anymore and ended the call. Sending you a photo of the not have been a big deal, however, you were asking for more information than that. Which I did not have immediate access to at the moment. Customer satisfaction is not your top priority, and it is obvious. I do not care for your lack of professionalism or condescending tone while handling this matter. As I stated yesterday I am no longer seeking a solution your company. I will just take my business elsewhere. Please drop the issue.

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

  Business response

  01/24/2023

  Without a receipt I am unable to vet the customer's purchase.  **************************, was certain that he paid more than $10 for the fragrance that he purchased, which is why it was so important to obtain a receipt.  The product that he has identified (Attractive *****) is a clearance item and was selling for $10 per bottle in our stores, and is no longer in stock.   I had one of our analysts, search all transactions completed  in our Fragrance Outlet at the Fashion Outlets at Niagara Falls, and she was not able to find any transactions in that store for Attractive *****, in 2022 at all.  **************************, was certain that he paid more than $10 for the fragrance that he purchased, which is why it was so important to obtain a receipt.  We don't have any in stock in our warehouse to offer a replacement, even if I were able to vet his purchase.  
  

  There is another fragrance retailer at the Fashion Outlets of Niagara, with the name Perfumes 4 U, and I asked if it were possible that he purchased at Perfumes 4 U, but ************************** is certain that he purchased the fragrance in our store. 

  I called ************************** twice after we ended our call on 1/18, to ask if he would share a photo, because I thought there was a possibility that he had provided me with the wrong fragrance name since he was certain that he paid more than $10 for the fragrance in our store. The photo that ************************** provided confirmed that the fragrance that he purchased is the same item that was on Clearance for $10 in our store.

  We are wiling to make an accommodation to ************************** and refund $10.80 ($10 selling price + 8% sales tax) for the fragrance, although we were not able to validate that the purchase was made in our store. 
  

  I have requested a refund check in the amount of $10.80 be sent to *************************, to the address that was provided on his complaint (see below).  This process will take approximately 2 weeks to flow through our accounting system.

  Feel free to contact me if you need additional information. 

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

   3122 ***************

  Apt. G
  *******, ** 14132
  

  Customer response

  01/24/2023

   
  Complaint: 18825574
  
  I am rejecting this response because:

  I Have told ***** that I am no longer seeking a resolution to this problem as there there is no reason to continue the back and forth. She has been rude throughout the whole experience. I am taking my business elsewhere in the future. I dont want the check or any more communication from her.

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

*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. ↩