ComplaintsforFragranceNet.com, Inc

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a cologne on Sept 29th, 202q with 3-4 day shipping. Still have not received it. I called on Sept 4th when it was suppose to arrive and about not receiving the product. I was told it was to arrive the next day. Still did not receive it. I called sept 6th, today,, was provided my order number which when I open the view status, nothing is found. Was reassured to check the tracking number for an update within ***** And no tracking number anywhere. So I paid for the product, the shipping, have no idea if it is really in transit and if so, where it may be nor when it shall arrive. This is a bit ********.

  Business response

  10/07/2021

  Please note our records show that your order has shipped from our warehouse and is in transit with the courier for delivery to the shipping address provided. Your order is scheduled for delivery on October 9,2021.With standard delivery, packages can take up to 10 business days to arrive as this is not ae guaranteed service.  Tracking information has been sent to your email address ********************* We apologize for any inconvenience this may have caused.
  
  Thank you
  Customer Service

  Customer response

  10/09/2021

  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 on the website with shipping options it specifically states 3-4 business days for shipping, which I paid for. If it's not a guarantee then it should have clarify the possible 10 day shipping. I have been actively checking the tracking number and it is still pending departure from ******** to ****. This is not a good business practice.
  
  
  
  
   
  

  Business response

  10/12/2021

  Please accept our sincerest apologies for the non-received package and the inconvenience this has caused. According to the information provided by the courier, this package does not indicate final delivery by the courier.We have issued a full refund to your pay method for the non-received package.
  
  Thank you
  Customer Service

  Customer response

  10/13/2021

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
  
  
  

• Initial Complaint

  09/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered Coco Mademoiselle Eau de toilette 1.7 FL.OZ. Refillable Spray. Order # ************ after pay Merchant order # ************. Does not smell authentic and or watered down. Paid 136.07. Same item at Dillards or Chanel advertised at 85.00. Paid twice what I should have. Ordered from Fragrance net before with no problems. As the item does not smell authentic and or watered down would like to return for full refund. Feel totally ripped off. Have tried reach company by E-mail with no response. Can't get through by phone. Long hold times and can't get through. They advertise as discounted prices.

  Business response

  09/21/2021

  We would like to express our sincerest apologies for the condition in which the item was received and for any inconvenience this may have caused. It is important to note that FragranceNet only sells 100% authentic original brand name fragrances. We have issued a full refund to customer original payment method for the item. We have also sent a prepaid postage return label to customer, via email, so that the product may be returned to our warehouse. Return instructions will be attached to the email for the customers convenience.
  
  Thank you
  Customer Service

  Customer response

  09/23/2021

  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 and the matter has been resolved.
  
  Sincerely,
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  09/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I order a product website said 3-5 business days to be delivered it's been 11 days since and no sign of the product and they refuse to return money and have no clue where the product is have asked many times for a manger and been hung up on after waiting 40 mins on hold to talk to someone all I want is just my money back I feel Thai company is taking advantage of me

  Business response

  09/20/2021

  We would like to express our sincerest apologies for the non-received package and for any inconvenience this may have caused. Our records indicate that customer contacted our Customer Service Department today September 20, 2021, for status on their delivery. According to the information provided by the courier, the package is in transit for delivery.  We understand that the courier has not posted the scheduled delivery date, and we asked customer to allow until September 22, 2021 before a refund is issued. Our Customer Service Manager reached out to customer via email and issued a full refund for the non-received package.
  
  Thank you
  Customer Service

  Customer response

  09/21/2021

  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 and the matter has been resolved.
  
  Sincerely,
  
  *** *******
  
  
  
   
  
  

• Initial Complaint

  09/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I d and email that my order#********* was delivered by the post office thro smartpost which was nevered deliver per my mailman at 12:00am 9/17/2021,the later in the day i received an email from ***** stating they delivered the package at 5:00pm on 9/19/2021 at my front door while i was waiting at my door for the package which nevered showed up,So iam wondering who lying about the delivery the mailman or *** ** delivery guy. either way i didnt get the package and need a refund or the package.

  Business response

  09/20/2021

  Please accept our apologies for not receiving you package from the courier. Our records indicate that this order was placed on September 8, 2021 and shipped from our warehouse on September 9, 2021. According to the information provided by the courier, this package was delivered on September 17, 2021. Since this order has not been received, we have issued a full refund to customer for the non-received package.
  
  Thank you
  Customer Service

• Initial Complaint

  09/17/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I loved fragrance-net for 3 years now real perfume. But they carrier fedex has screwed me over too many times never got my last 2 orders from them. One was reshipped through ups got it. This one that supposedly came yesterday at 1252 pm on my off day with my father in yard working on cars door wide open me going back and forth outside doing yard work not one fedex truck came up my street which is a dead end called fedex they was rude asked for supervisor they keep hanging up. Then later receiver a delivery confirmation from fragrancenet saying the delivery was made my United state postal services at 12am impossible what is the problem with this so I Called fragrancenet who is asking me to wait another week??? Also emailed them no reply and also wish y’all allow us to access screenshots and pictures. please explain this order number ********* refund me my money or resend order out with a different carrier I can even pick up at their facility because this is ludicrous

  Business response

  09/17/2021

  We apologize that your package has not been received.  We have issued a refund back to the original method of payment. A refund can typically take 3-7 business days to appear on your account, (depending upon your bank).

  Customer response

  09/21/2021

  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: 

  They only replied with me to reach out to afterpay about payment they haven’t refunded anyone I keep getting the run around just refund me my money please nothing left to be said  

   

   

  
   
  

  Business response

  09/22/2021

  We have received customers claim regarding the non-received packages. Our records indicate that customer was previously refunded in full for FragranceNet order number ********* and a refund has been issued for order number *********. Customer can confirm these refunds within the registered Afterpay account.
  
  Thank you
  Customer Service

• Initial Complaint

  09/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  on 9/9/2021 i placed an order with fragrance net order number *********. i paid **** for shipping plus the cost of my masterpiece hairspray. they told me i would receive a confirmation email when the product shipped. no email confirmation. been on hold for 1 hour for customer service. reading the reviews i think this company is a scam. i requested to cancel my order and refund my money. they emailed me and told me they would let me know if my order could be cancelled. i dont like being scammed.

  Business response

  09/14/2021

  We would like to offer our sincerest apologies for the delaywith receiving your order and any inconvenience this may have caused. Ourrecords indicate that your order has shipped and there were delays with fulfillmentat our warehouse, however, we can assure customer that this is not a normal occurrence.Once orders are shipped from the warehouse, email notification is sent to ourcustomers. Since this order has already shipped from our warehouse, we areunable to cancel the order at this time. If customer indicates that the item isno longer needed, we will email a prepaid postage return label to customer andrefund will be issued upon receipt of return. In addition, we would like toextend a FragranceNet gift certificate to customer as our way of offeringcompensation for this inconvenience. This certificate will be emailed to theemail address that we have on file for customer.
  
  Thank you
  Customer Service

  Customer response

  09/16/2021

  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 package as of today and ***** has no shipping record.  did receive gift certificate

   

   

  
  
  
   
  

  Business response

  09/17/2021

  We would like to express our apologies for ******-received package. We have tracked the package with the courier, and we havenot seen any movement for this delivery. FragranceNet has issued a full refundfor this purchase. The previously issued gift certificate may be used on afuture FragranceNet purchase.
  
  Thank you
  FragranceNet.com
  Customer Service

  Customer response

  09/17/2021

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  09/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a ***** perfume on Aug 7. I received an email that it was delivered on August 12 - it says left on front door. I did not receive it. I checked my neighbors, leasing office but they did not see nor receive it. I emailed FragranceNet and was told to contact the payment provider to dispute the charge. So I contacted Afterpay now theyre telling me to contact the shipping courier. Until now its already September and I havent gotten any resolution nor any email about the issue.

  Business response

  09/13/2021

  Please accept our apologies for the non-received deliveryfrom the courier and for any inconvenience this has caused. Since customer has notreceived the package, we have issued a refund in full for the purchase.

  Thank you 

  Customer Service

  Customer response

  09/13/2021

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  09/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried numerous times to cancel my monthly subscription with FragranceNet. I forgot my password and when I give them my email they say they will send email to change password. They never send the email. I have emailed them several times to cancel my subscription. Yet again I find on my bank statement another monthly charge! Help! Ive tried everything.Thank,***************************

  Business response

  09/10/2021

  We apologize you were having an issue logging into youraccount. We have cancelled the subscription service and refunded the mostrecent order that was processed for the month of September. We have also, senta link to reset the password on your account, to the email address:  ********************.

*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. ↩