ComplaintsforFragrance USA

• Initial Complaint

  04/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On March 25 I placed an order from FragranceUSA, There website says orders placed before a certain time will be shipped same day. They also say due to high volume orders may be delayed 2 BUSINESS DAYS. Today is April 10. I have not received one email to update what is going on. I have emailed the company a total of 4 times in the last 3 business days and left 2 voicemails. This company has taken my money and ghosted me. Two weeks to wait on shipping when you say something is in stock is terrible. Not to mention not responding to the numerous attempts I have made to speak with someone. As a consumer I have never felt more violated, How is easy is it to send an email.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made a purchase on 10/17/23 for $35. on 10/18/23 I went on their chat and asked to cancel my order, told them I had a chance to smell the fragrance elsewhere and didn't like it. They advised that i could not cancel that brand and the only option was to exchange it. After a few chats I said that was fine and they asked what I wanted to exchange for. I told them what I wanted the exchange to be and they said normally it had to be from the same brand but would make a exception. On 10/31/23 they emailed me and said they would make it happen, on 11/3/23 they said everything was approved and I would receive a checkout link to pay the difference which was fine. I wrote them back 10/6/23 and they said the link is being worked on. Finally on 11/9/23 I received the link and paid the difference. After 5 more emails still has never been shipped and emails or chats not answered. Their web-site says items will be shipped same day if purchase by 2:00 but due to high volume it may take 2 extra days, it has been 11 since exchange was approved still nothing. The item is in stock and has been the whole time so that is not the problem either. I just want what I paid for and have waited way longer than I should have had to. I have all 23 emails if needed.

  Customer response

  12/16/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Fragrance USA regarding complaint ID ********.
  
  Sincerely,
  
  *** ********
  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Made a transaction with this company on October 8th as a gift. The order was said to ship in 2 days I never saw a shipping email. I emailed the company and no response. I emailed again and someone responded saying the order was flagged as fraudulent and that they were trying to reach me and I never received any contact and no one ever replied to me. I told the person that emailed me that if thats the case then cancel my order since nothing has shipped. That was over 4 days ago and no one is responding to me. Ive called everyday and always getting sent to voicemail. I just want my money back. Like this ridiculous.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 24, 2023 I purchased a bottle of ******************* Parfum off of the FragranceUSA website for $215.99. That same day I contacted FragranceUSA via email to request an order cancellation for that order. I got a better deal on the fragrance somewhere else. FragranceUSAs customer support responded back saying that the order had been dropped off at their **** (dropbox), and they would work on getting the package back from ****. The last time I heard anything back from FragranceUSA was on July 26, 2023. Since then I have sent two follow up emails to them with no response. My card has been charged and processed even after I requested a cancellation.

  Business response

  08/03/2023

  Hello, 

  This package was requested back from **** (Request number is ***********) and we were waiting to get the package back from **** in order to refund the customer in full. 

  Usually we do not even do this if a package is already shipped it is the customers responsibility to get the package and send it back for a full refund.

  We did this as a one time courtesy and it seems as if the customer did not appreciate us doing this by going and opening a complaint. 

   

  Thank you 
  FragranceUSA 

  Customer response

  08/15/2023

  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:

  The company FragranceUSA responded back to me (August 3, 2023)  in regards to the complaint I made with your office. They stated the package had been received back from **** and they would start the refund process. It has been almost two weeks and I havent heard anything from the company. Ive tried to call the company but have been unsuccessful. Ive emailed them a couple of times (latest one being today) with no response back. All I want is a full refund of a product that I cancelled and never received. 
  
  ***********************
  
  
  
  
   
  

*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. ↩