ComplaintsforFragranceX.com, Inc.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was misled and sold a product Halston Z-14 Men's Cologne, which I was told was a 2.5 oz. stray bottle of cologne; when it arrived it was a splash not spray, and leaking.I attempted to contact ********** management via email. I was told I needed to spend an additional $6.00 US Dollars for their label to ship it back, and I vehemently disagreed with their decision to charge me for their mistake.

  Business response

  07/16/2024

  Dear ******,

  Thank you for bringing this matter to our attention. We apologize for any inconvenience you may have experienced.

  Upon reviewing your order, we have confirmed that item SKU ****** is indeed a 2.5oz splash cologne, not a spray. Our product descriptions specify when an item is a spray (by adding the word "Spray" in the title), and in this case, it was not indicated. Therefore, the correct item was sent based on your purchase.

  Regarding the leaking issue, we regret to hear about this and would have appreciated being informed earlier to address it promptly. As previously communicated by our customer service team, you are welcome to return the item to us for a full refund.

  We understand your frustration and appreciate your feedback. If you have any further questions or need assistance with the return process, please don't hesitate to reach out to us directly.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An order was placed through my PayPal account, not by me, and I went in and flagged the charge and canceled the order with FragranceX. The case with PayPal closed out and the case with my bank closed out and now FragranceX is responsible for refunding me for an order that was canceled and never shipped. I have proof it was never shipped, correspondents where ***** at FragranceX is telling me I will be refunded once the PayPal case is closed and now that all the things have aligned for my refund to be processed for an order I never got, they will not reply.

  Business response

  06/25/2024

  Dear *****,

  Thank you for reaching out and expressing your concerns. We sincerely apologize for any inconvenience you may have experienced.

  We have noted that there appears to be a duplicate BBB submission from your end regarding this matter. As previously communicated, this case is currently being handled by PayPal due to the chargeback you initiated. We are awaiting PayPal's final confirmation and closure of the case.

  Once PayPal confirms that the chargeback amount has been credited back to us, we will promptly process your refund.

  We will continue to keep you updated via email as we have been doing. Your patience and understanding are greatly appreciated as we work to resolve this issue.

  Thank you for your attention to this matter.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 12th, 2024, I was notified of a charge on my *********** card through PayPal. I flagged the charge and was able to go into the merchant and cancel the order before anything was shipped out. This order was not placed by me. PayPal and my bank have both closed out all investigations and the merchant is refusing to refund me the money. This order was never shipped and canceled with the merchant. It needs to be refunded now.

  Business response

  06/12/2024

  Dear *****,
  

  Thank you for taking the time to share your thoughts and please accept our apologies for the situation described.

  For the order in question, we have observed that you have initiated a chargeback dispute directly with your financial institution before contacting us or PayPal. As a result, we were not given the opportunity to process your refund ourselves.

  PayPal has confirmed that the chargeback/dispute is still "Under Review" status. It is essential for your bank to notify PayPal about the resolution of the chargeback/dispute, along with their final decision. Once PayPal receives this information, they will proceed to update the status of the chargeback dispute on their portal.
  Please be aware that the resolution process can take up to ***************************************************************************************************************** unauthorized charges.
   
  During this review period, the funds for your transaction are being held. Consequently, we are unable to process a refund until a final resolution is provided to us, via PayPal.
   
  Should you have any further questions about the chargeback process initiated, we would advise to please directly contact PayPal or your financial institution.

  We appreciate your patience and understanding in this matter. 

  Customer response

  06/12/2024

  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

  04/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello,I ordered 2 Lagerfeld ************* for Men of 150mls each on 10th April. I have not received these items as yet. I paid Malaysian Ringgit MYR ****** for the product and this amount has been charged to my Credit Card in full. The order number being: #******** placed on Apr 10 2024 and Tracking number: ***** ******************

  Business response

  04/29/2024

  Hello,
  
  Thank you for your recent order with **************!

  Kindly note that for tracking questions, you should reach out to our Support team directly. Other option is to track the package using the link we sent on the shipping confirmation or you can also track it directly in your ************** account.

  Your order has been shipped from our warehouse on April 11th and is currently in transit with ***** under tracking ID ****************** (*********************************************).
  The good news is that the package is currently in ********, and should be delivered soon!
  
  Please don't hesitate to reach out back to us if you have any further questions or concerns.

  
  

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered two perfumes from them and didnt receive either products. I contacted them to resolve the problem and they said they didnt receive payment. I have proof that they did receive payment. I was told that they wouldnt return my money or send me the products

  Business response

  04/15/2024

  Hello *****,

  Thank you for reaching out to us and apologies for the confusion created.

  Kindly note that your order ******** for ****************************** and Burberry was not charged due to the reason "The card has reached the credit limit". Since we were unable to charge you, we went ahead and reversed the authorization with your bank.

  Depending on your financial institution, it may take them anytime between 1-10 business days to return the funds to your bank account. 

  In case you have additional questions, please do not hesitate to contact us.

   

  Customer response

  04/15/2024

  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

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered 11 Jan 24- order # ******** Price ****** Delivery to ** postcode TA67PT Paid in full shipped 12 Jan 24 Goods arrived via DPD 20 Jan 24 Wrapped for sons 18th birthday Son opened package - on 22 Jan the smell was intense as the perfume bottle had broken and leaked inside. There was no bubble wrap or protection around the box. No fragile stickers on outer carton. The perfume bottle is covered with a velvet material and had soaked up the liquid as had the internal box. There was plastic wrap around the bow and this had stopped the liquid leaking on to the outer carton . I immediately contacted FragranceX with pictures and explained issue - they have declined the complaint and refuse to refund or replace . This fault lies with them as the packaging was not good enough to get a perfume from ** to ** and I would like your help to resolve . I have rung them twice and spoken to Vasil in customer services - I have also emailed 7 times and keep getting the same standard response . They have lots of pictures that clearly show the broken bottle and the issue - and they will not listen to the customer - I am very disappointed with this and my sons 18th birthday has been ruined as this was his main present - a perfume he could not afford himself and a treat for the occasion. I would appreciate your help in resolving this matter I have lots of pictures and am struggling to add to this complaint along with proof of purchase and email chain with Fragrance X - I can email them over if you contact me on my email address . I would like a refund or a replacement as long as it is packaged correctly ! But refund is probably safer . I have never seen such poor customer service from a company - and believe that this must happen a lot . Yours faithfully *****

  Business response

  01/25/2024

  Hello,
  
  We appreciate your reaching out to us regarding the concerns. We take customer feedback seriously, and we have thoroughly reviewed the email communication and images provided.
  
  Upon careful examination, we understand your frustration with the damaged fragrance bottle. However, after closely inspecting the images, we did not observe any significant damage on the shipping box or the fragrance box that would indicate the damage occurred during transit.
  
  In cases of breakage during shipping, it is common for the fragrance box and/or the shipping box to exhibit signs of wet stains, indicating that the liquid had leaked during transit. Unfortunately, we did not observe such indications in the provided images.
  
  To assist you further and better understand the situation, we kindly request that you forward additional photos to ********************************* These additional images will help us in thoroughly investigating the matter and providing a resolution that aligns with our commitment to customer satisfaction.
  
  We appreciate your understanding in this matter and are dedicated to resolving the issue promptly. 
  
  Thank you for your cooperation, and we look forward to resolving this matter to your satisfaction.
  
  

  Customer response

  01/26/2024

  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:
  

   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 goods arrived to my house broken. 180 of perfume leaked out of the broken bottle and  in to the internal packaging. The bottle is covered in a velvet material and this soaked up the liquid - you can clearly see friction marks where the wet bottle has rubbed in transit wearing the material off. The inner box is also soaked- again material that has soaked up the perfume. I agree the outer box is not damaged so the other scenario is that the goods were shipped broken by the company. This would be possible as all the liquid is inside the perfume box - the smell is intense and maybe in the warehouse the staff would not have noticed this. The internal packaging has soaked up the liquid but you can also see the damp marks on the plastic wrap that was around the perfume box. You can also see that the silver trip has rubbed off of the box - this is because it is wet - when we opened the box it came off on our hands. I have more pictures I can send.  There should be bubble wrap and fragile stickers on the box to warn a courier that the contents are glass. This is 100% the fault of fragranceX in either scenario - shipped broken or broke in transit. The goods arrived to ****** broken - why would I make that up - how could I have broken the bottle and poured over the internal bottle and packaging ? This is clearly an error on their part and I would like a refund . Whether they claim against the courier or pay themselves. The customer service member ***** has just sent me stock answer after stock answer. I have rung twice to talk to his supervisor and got no further - I doubt that there is a supervisor as no one else has responded *********. I have never seen such poor service on a blatant error on the part of a shipping company and would like it resolved once and for all with a refund . If BBB doesnt manage this I would like advice as to how I take it further and what the next steps would be to escalate. Yours faithfully  ***** 
  
  
  
  
  
  
  
  
  
  

   

   

   

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

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

  Business response

  02/06/2024

  Hello,
  
  I'm pleased to inform you that we have successfully processed a refund for the damaged item today, February 6th, ****, back to your original form of payment. Please be advised that it may take some time for the refund to reflect in your account, depending on the processing timeframes of your financial institution. We kindly ask for your patience and understanding during this period.
  
  We deeply regret the condition in which the product arrived, and we sincerely apologize for any inconvenience this may have caused you. 
  
  If you have any further questions or concerns, please don't hesitate to reach out to us directly. 
  
  We look forward to serving you better in the future.
  
  

  Customer response

  02/08/2024

  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.

  i will keep an eye out for the money to be returned - should this not appear in my account I will be back in touch in 30 days 

  thank you BBB for your help with this matter 
  
  Sincerely,
  
  *************************
  
  
  
   
  

  
  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered cologne.They sent my order to the wrong address.The address I provided and that is on the order confirmation is correct. The address it was sent to was incorrect and was sent back to sender.Sender will not issue me a refund for their mistake. No replacement for the items sent either.I need my money back or the product I ordered.

  Customer response

  11/16/2023

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

• Initial Complaint

  09/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order on the 25th of august and package has been sitting in limbo 20 minutes away from me and hasn't moved or anything since the 31st on a package from ** to ****. I have contacted customer service asking for help with this matter and I either get no response or just an automated response. Somehow the tracking number I have is not technically a **** tracking number also because they have not taken any possession of the package so I can't even file a claim with **** or a tracker for the package because they still have not received it. Shows it is still with *****************.

  Business response

  09/11/2023

  Dear ****,
   
  We apologize for the delay in delivering your package.
   
  We have contacted you through email to inform you that we have initiated a request with the carrier to locate your package.
   
  If there is no progress with your package within the next 48 hours, we will provide you with a refund back to your **** ending in *****
   
  Please accept our sincere apologies for any inconvenience caused.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order number - ********. I ordered 3 perfumes from this company valued at over $400 and fully expected them to be safely delivered to me. The tracking was never updated and when I called to inquire it says they were delivered: I was offered a photo of my home as proof of delivery: I paid extra for premium delivery expecting my items to be safely delivered to me. Now I am being told that they were dropped on a porch and have most likely been stolen or perhaps never even actually left by the carrier. I am seeking compensation for my loss.

  Business response

  08/16/2023

  Dear *******,
   
  We appreciate the opportunity to address your concerns regarding your order. First and foremost, we apologize for any inconvenience you have experienced, and we understand the importance of ensuring a smooth and satisfactory shopping experience for all our customers.
   
  As per our records, this order was shipped on July 13 and marked as delivered to your address on July 21, 2023.
   
  Upon receiving your report of non-receipt, we promptly initiated an investigation with the carrier involved. Subsequently, we obtained a valid Proof of Delivery, which indicated that the package was delivered to the address specified at checkout. This evidence was supported by both photographic documentation and the geo-location data of the driver at the time of delivery, which resulted in the denial of the claim we placed on your behalf.
   
  It is important to note that throughout the entire process, tracking details for your order were made available to you via email and in your online account. This feature was designed to allow customers to monitor the progress of their deliveries and make any necessary arrangements to ensure successful receipt.
   
  After a thorough investigation, we regret to inform you that we are unable to provide further assistance in this matter, given the conclusive results obtained. We sincerely regret any frustration this situation has caused.
   
  If you believe there may have been any misunderstanding or if you have additional information to share, we encourage you to reach out to us directly. Our dedicated customer support team is available to assist you further.
   
  Once again, we apologize for any inconvenience and appreciate your understanding in this matter. 

  Customer response

  08/16/2023

  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:

  [Your Answer Here]

   I believe that FragranceX did not do their due diligence in making sure an item of that value was well protected: leaving my package outside where it could easily have been stolen and then making me bear the responsibility for that carelessness is not very good business practice. The least that could have been done is to request a valid signature upon delivery, I would have happily paid for that if it was offered. 

   

   

   

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

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

  Business response

  08/25/2023

  Dear *******,
   
  It is important to note that throughout the entire shipping process, tracking details for your order were made available to you via email and in your online account. This feature was designed to allow customers to monitor the progress of their deliveries and make any necessary arrangements to ensure successful receipt.

  As carrier has denied the claim providing not only image but also GPS coordinates of the delivery, we are unable to offer you a refund at this time, as package was confirmed as delivered to your residence.

  We apologize for any inconvenience and appreciate your understanding in this matter. 

  Customer response

  08/25/2023

  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:

  [Your Answer Here]

   

  FragranceX did not take the necessary measures to ensure I received the items in this order. There was no option for signature delivery shipping and no way to intercept the package. The entire interaction has been less that satisfactory and I do not recommend doing business with a company that doesn’t seem to value their customers or take package delivery seriously. You’re on your own and held responsible for things out of your control that company should take care of. Very disappointing experience all together 

   

   

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

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

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 4 perfumes on 6/30/23 and the post office lost my package. I have asked through email and the phone for a refund or reshipment and customer service is refusing to refund or reship. They keep saying they are waiting on the post office, the post office already said they don't know where there package is. Tracking is saying it was in my home post office since July 2nd but when I called to verify, the branch manager said they never even received it. I'm tired of playing these games and request a refund immediately!

  Customer response

  07/12/2023

  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 and the matter has been resolved.
  
  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. ↩