Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company is a complete scam who prey on unsuspecting teens. Get teens and others to click a few buttons and now they are signed up for a $29 / month subscription that just takes your money and does not even provide a product. The sheer number of complaints speak for themselves. Charges 12/3/23 $29 11/17/23 $29 10/3/23 $29 9/323 $29.05 Company also allowed or has a typo in customer email address making it impossible to get communications from them. The account is ***************** NOT ***************** under ***********************. We request immediate cancellation of any subscription and refund for all listed charges as no product was received.

  Business Response

  Date: 01/10/2024

  Hello,

   

  The customer's profile has been updated to reflect the correct contact information. All the charges for the membeship were refunded and cancelled. Let us know if you need anything else.

  Kind regards,

  The Dossier Team.

• Initial Complaint

  Date:12/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an advent calendar of perfume from Dossier. It was $99 and advertised as having 24 different scents. It arrived broken and damaged and i reached out to customer service on the day it arrived. No one responded. I left a review illustrating the multiple duplicates I received and sent another customer service request. They responded but not to this. When you order, they make it difficult to not sign up for their $29/mo optional club. Ive not been able to redeem any points from this or cancel. If you cancel you lose this money. Today they canceled me but offered no resolution. I am seeking to be reimbursed for two months of this program ($29 x 2 =$58) plus the cost of the damaged, broken, and falsely advertised calendar ($99). Ive reached out to the company numerous times and they do not respond at all. When they do, they do not respond to my actual requests. I do not believe that this company wants my business and i think theyre just beyond thrilled that theyve stolen my money and dont actually care. Fine, but Id like my money back and wish to discontinue doing business with a scammy gross business who cheats their customers and wont make it right.

  Business Response

  Date: 12/20/2023

  Hello,

   

  The membership was canceled and the charges were refunded. Also, a refund for the calendar was processed after the customer provided photo evidence of the damage. Let us know if you need anything else.

  
  Happy holidays,
  The Dossier Team.

  Customer Answer

  Date: 12/21/2023

  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

  Date:11/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was Charged for a membership fee for several months that I did not sign up for. When I try to contact the company, they do not respond to emails or messages I sent on messenger. I want the money charged for membership refunded.

  Business Response

  Date: 12/20/2023

  Hello,

   

  The membership was canceled and all the charges were refunded. Let us know if you need anything else.

   

  Happy holidays,
  The Dossier Team.

  Customer Answer

  Date: 12/20/2023

  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

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dossier has been charging me monthly even though I have reached out to cancel and refund my membership multiple times now. I never received a response. The only way to cancel myself is if i am willing to forfeit my $100 in credit that I didnt want them to take from me in the first place. It feels like the business is acting in bad faith. I do not believe that it is right that I have to pay $100 just to cancel a membership. The money in my account should be returned to me, as no service or product has been provided.

• Initial Complaint

  Date:11/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a cologne purchase Nov 3, 2023, on this company's website Soley on the fact of their warranty program. Reason being, I cannot smell the product through the internet, nor do I know how my body is going to react to the chemicals within the containers. Upon receiving the product, I was very unhappy with the way it was packaged. when opening the tabs to reveal the product it was not there. I had to end up tearing apart the whole box to find the cologne samples. It ended up being a huge waste of time. When I tried to sample some of the product, I began to get a headache, so I decided this was not for me. When I started to process the return, the website would not allow me to generate a return label. I tried reaching out to the customer support team and they were not very helpful. all they would say is that that particular item was not returnable. This information was not included in my receipt email either. However, when you look at their site, it's listed in many places that; "Choose with confidence. Every order is 100% risk-free." It is also saying on the website that, "All orders are always risk-free and returnable, with or without a 2ml sample. If no sample is included, simply test out the full-size bottle. You can try each fragrance before making any commitment." Furthermore, "Return any bottles you choose not to keep within 30 days, no questions asked."All I asked for was to return the product receiving my full refund and the customer service agents kept telling me the same thing not even trying to work towards a resolution. Terrible customer service and very deceptive advertising. False advertising. Their advertising needs to be changed or challenged in a court of law for false advertising or misleading advertising costing consumers much time, money, and grief. Since they will not accept my return, I am asking that I am refunded the $135.11 of my hard-earned money. I don't believe this company is being honest or operating ethically.

  Customer Answer

  Date: 11/17/2023

  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. However, I do feel they need to fix their misleading advertising. It is very deceptive and if I had the Money to retain a lawyer to go after this company for that I would have. Thanks for your help in resolving this matter and ensuring my full refund was complete. It's sad it had to resolve to this but sometimes these shady companies need to be held accountable. 
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been billed a monthly subscription of $29 for the past 3 months from Dossier, for a subscription I never signed up for. I recently cancelled my membership and I would like a refund from the company of $87.00. The company does respond to emails sent to them.*********************

  Business Response

  Date: 11/01/2023

  Hello,

  We would like to inform you that your Dossier Plus subscription has been terminated. As per your request, your payments have been canceled, and the refund will be credited to your original payment method within 3-5 business days, depending on your financial institution. In case you wish to restart your Dossier Plus subscription, we have some useful information for you. Our Dossier+ membership is flexible and does not require you to shop every month. You can easily PAUSE your membership or accrue store credit to be used whenever you are ready to shop. After your first purchase, you will be charged $29 per month, which will convert into a $29 store credit unless you CANCEL or PAUSE before the next month. Your store credit remains usable at any time and never expires.

  If you have any concerns or further requirements, please reach out to us. 

  The Dossier Team.

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a return of 2 full bottles in less than 2 weeks. Their policy is 30 days. Both were approved by dossier for return, they ask for pictures, which were provided. These were brand new full bottles, aside from maybe a spray to test from each. It is THEIR policy that ANY fragrance is risk FREE because of their policy. I just received notification that my refund is for $24.82 for BOTH. That's not even the cost of 1 bottle, never mind 2! I have contacted them and have not heard back. This is not right and needs correction.

  Business Response

  Date: 10/02/2023

  Hello,

  We want to clarify that one of the items you returned was part of our Labor Day sale. When you purchased six items, the Fiery Leather & Rhubarb fragrance was given to you for free. Therefore, the refund was accurately processed as only the Citrus Ginger had a value of $23.20 plus taxes. I hope this clears things up!

  
  Please feel free to contact us with any further questions or concerns.
  
  
  Best regards,
  ***********

• Initial Complaint

  Date:09/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am still billed monthly despite cancelling my membership. I attempted to cancel the membership again, but the website will not allow it. Ive followed their directions from their FAQ page, went to Manage Member and the page is blank.I want my membership cancelled and September charge refunded.

  Customer Answer

  Date: 09/01/2023

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

  Customer Answer

  Date: 09/01/2023

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

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased four perfumes from this company (Dossier) online. In the past two months I have had charges from the company and email Confirmation of an order I never placed- both months. I cannot log into my account - it says my password is wrong and when I try to change it, ** told my email address doesnt exist. Yet I keep receiving confirmation and promo emails from them. I have emailed them four times and have never gotten a response. I cant change my password or get into my account at all to cancel it, and no one will respond. Ive paid roughly $ 80 -$85 for supposed orders that Im not making and not getting anything from the company, and getting no help from the company. If I cant get into my account , it appears Ill be getting stolen from monthly!

  Business Response

  Date: 08/22/2023

  Hello,

  Thank you for your email!
  
  Firstly, we apologize for the issue you experienced. After investigating, we couldn't find any previous interactions related to your complaint that's why we have sent a new email to the personal address registered in our system. Please respond to that email with any other concerns you may have, and we'll do our best to address them. 

  Thank you for your patience,
  Dossier Team.

• Initial Complaint

  Date:06/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given approval to return two perfumes to Dossier. I returned them and have received confirmation that they have been received since 5/17/23 and I have been emailing them since for the refund and still have not received it.

  Business Response

  Date: 07/07/2023

  Hello,
  Thank you for taking the time to write to us! We've checked the status of your return and noticed that it has been delayed because of the label used. We can see that currently, everything is in order, the package arrived back to us, and the refund was sent to you.
  Please let us know at **************************** if you still experience any problems or if you may have any other questions, and we'll be happy to talk to you.
  Have a great day!
  the Dossier team.