FragranceNet.com, Inc

Review: I ordered from this company on Feb *, 2014 with the idea that this was a legit company representing 100% genuine perfume. This was suppose to be a Birthday Gift. The product in which I ordered was Bond 9 Scent of Peace. Apparently she purchased this product before at Saks Fifth Ave. and knew the smell and etc..... I thought I was getting a deal and saving a couple of $$$, plus getting her a neice gift from the Heart.

The smell is the same but it doesnt last long.....(maybe watered down). I called customer service and she informed me that maybe I received an outdated box and that she could offer me a discount of 15%, which came to 16.00. Lets get Real here and understand the Amercian way. "100% Genuine Guarantee" is your motto but what I receive was imitation, fake, counterfeit...... I did "[redacted]" and discoved many customers had many complaints about this company. The Dream to have you own business but be fair is what this country is built upon. Stand by what you sell.... then I have NP ordering and telling my friends to order !!! but this is RIDICULOUS !!Desired Settlement: FULL REFUND...... because I purchased with the intent of good service and good merchandise (which I didn't receive)

Business

Response:

Customer contacted us on 3/*/2014 and agreed to keep the item if we refunded him an additional 15%.

On 3/*/2014 customer demanded a refund but refuses to return the item. If customer wants a refund, he must contact us for a Return Merchandise Authorization. Once the item is returned, a refund will be processed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

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

Sincerely,

We continue to go over the same basic issues as before. The company shouldn't be selling merchandise that is not 100 percent.

15 percent is not what I wanted on 121 spent . I will never order from this company again . I sent the perfume as a birthday present to someone else so now I need to have them repackage it and send it back ... Thanks but no thAnks..

Review: I purchased a cologne from the website and the funds were taken promptly from my account. The next day I received a tracking shipment stating "label created" and status will be updated 24-48 hours. I checked the status two days later and the status still has label created. It has now been 8 days and the status still states label created. I contacted FedEx and they stated once the label is created a company ships the item the same day. I sent an email to FragranceNet and not received a response. I then called customer service and was the 49th person in the que I waited on the phone for 47 minutes and once I was the first person in the que it rang once did not connect to a representative and the call cut off. I would like a refund since only a label was created and the item was never shipped it was a gift for my husband and his birthday has past.Desired Settlement: Please refund my money.

Business

Response:

Refund was processed on 12/**/2015.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted] The purchase I made was for $97.49 and my band account was only refunded for $9.74.

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

Sincerely,

Business

Response:

Refunds were issued for $87.75 on 12/**/2015 and $9.74 on 12/*/2015 for a total of $97.49

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased products from this company on November **, 2015. I purchased three men colognes: 2 testers and 1 regular. When the products arrived, they were not as advertised (original) and I decided to return them. I followed the company's instructions and included all the information they needed to process my refund and used the return [redacted] label that the company itself provided to me after I communicated to them my desire to return the merchandise. I have been waiting for a month and a half and have not heard from the company nor I have received my refund. I contacted the company through their website and provided detailed information about this issue and still got no response from the company. My order # is: [redacted], the provided RMA Issued is: #[redacted] and I have confirmation that the returned package reached their facility on December ** at 11:04am ([redacted] tracking #: [redacted]).Desired Settlement: I demand that this irresponsible company issue the full refund of my money.

Business

Response:

Return package has been received and refund has been processed.

Review: I placed an order on 12/**, and the website was advertising that it would arrive in time for Christmas. Only on 12/** did they print out a shipping label, and as of 1/* they still have not shipped the order. I missed the chance to give the gift for Christmas, and have been entirely unable to reach FragranceNet's customer service. I sent one email, and have been on the phone and on hold several times for over 30 minutes without reaching a representative (about as long as I can spare on my schedule).

It also particularly irks me that even on 12/**, they were advertising that they could ship items in time for Christmas. They haven't even sent mine and it has been over 3 weeks! I hope others didn't fall prey to the same negligence and false advertising.Desired Settlement: Please either deliver my order and give me a partial refund, or cancel the order and be a better business going forward.

Business

Response:

Package was lost in transit. Issued refund in full.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I called [redacted] and they never received the package, so it could not have been lost in transit by them. As far as I can tell, the package was never even shipped.

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

Sincerely,

Business

Response:

This package was shipped by [redacted] SMARTPOST which does not have [redacted] Tracking numbers. Additionally, once the package was handed off to the Post Office [redacted] would have no record of the package. As already stated, refund for non-receipt of package has been processed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have purchased a Parfume from FragranceNet.com and it turned out to be just scented water, although the company indicates they do sell only genuine products on their web page.

All my emails and online customer form requests leave unattended. Some time ago my emails started to return as undelivered mail probably because my email was blacklisted by them.

The phone number of FragranceNet.com seems to be a fake as well as it is inactive.Desired Settlement: I would like that FragranceNet.com send me a written confirmation that they will accept my return of their fake perfume and compensate shipping costs of return.

I will ship it from Russia. I would like to receive complete refund as soon as they receive the parfume back.

The parfume was received at my shipping partner's facility on Nov.** and I received it here in Russia Dec.[redacted] due to consolidation reasons and shipping delay.

The present condition is like unwrapped.

Business

Response:

Return Merchandise Authorization has been issued and sent email letting customer know there will NOT be a return shipping fee.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am very thankful for Your assistance and the solution is indeed satisfying, however only today It came known that It would not be possible to return the product to FragranceNet.com because sending perfume from Russia is prohibited. Neither the Russian Post, nor alternative mail services do accept the perfume for avia shipment. Only ground shipment is allowed for perfumes and cosmetics from here which is not an option due to geographical location.

Would it be possible to contact FragranceNet.com again and ask them to offer another solution if any so that to solve the problem with their product, because they will not respond to a direct application.

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

Sincerely,

Business

Response:

Unfortunately without returning the product a credit cannot be processed. However, we offer a gift certificate I the amount of $38.69. Code is: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Thank You very much!

Sincerely,

customer service is non responsive. I have attempted to call on several occasions, emailed, text, and utilized the social media site and have yet to recieve a response. My purpose in contacting them is to return an item to be exchanged for another. In order to return an item you must speak with customer service per their web site. However, after a week of trying I can not get in contact with or recieve a response from anyone in customer service.

Review: I purchased perfume on 12/**/15 with the expressed intent of the company charging me shipping and stating that there will be guaranteed delivery before Christmas. Here it is December ** and I still have not received what I paid for and no communication after emails has been sent.Desired Settlement: The busines has a responsibility to refund all my money because they failed to hold to their bargain after a gaurantee was made.

Business

Response:

Order delivered on 12/**/2015. Shipping delay refund of $13.95 has been processed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered 2 perfumes, Lancome Midnight Rose and then I cancelled one of them but I was charged for both and credited back for only one and I never received the other perfume. They are telling me they have no record but it shows in my checking account that they took it out of my account. They were very rude to me. I have my bank statement that shows they took the money from my account and they they weren't interested in me sending them a copy, in fact the customer service person named Dianna hung up on me.Desired Settlement: I would like them to send me my order even if I have to send them a copy of my bank statement. And then I will never order from them again.

Consumer

Response:

I just received my package from fragrance net.com tonight. I do not understand why they said there was no record of my order but problem solved. I do believe that customer service should be improved by this company. Thank you

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Late yesterday afternoon, Sunday November **, 2015, I placed order #[redacted] and decided to cancel the order on their website at 9:36am Monday morning, November **, 2015 while waiting on hold for 45 minutes. I finally spoke with Leanne or Leigh Anne (not sure of spelling) who was rude and proceeded to transfer me over to a "busy signal". I had no choice but to file this complaint since it is next to impossible to get a whole of someone at Fragrancenet.com who could have easily resolved the issue and credited my credit card. IT IS IMPOOSIBLE FOR THE ITEM TO HAVE SHIPPED BY 9:36AM MONDAY MORNING, NOVEMBER [redacted] 2015.Desired Settlement: REFUND THE TOTAL AMOUNT ($68.98) TO MY CARD ENDING IN [redacted].

Business

Response:

This customer cancelled his order on our website. He then called and spoke to a CS rep to confirm cancellation. Refund was automatically issued for $48.98 on 11/**. Please have him check with his credit card company as to when the credit will be reflected on his statement.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The credit should be for $68.98, not $48.98.

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

Sincerely,

Business

Response:

Refund was issued in the amount of $68.98. $48.98 was a typographical error. Customer can check with his credit card company to verify

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I placed an online order from Fragrance.net on January **, 2015. They sent me a confirmation email and order confirmation #[redacted]. They charged my bank account $31.19 . I have not received the order and have spend nearly two hours total in several attempts to get through to someone on the phone. I also emailed them. No response, and no product.

I have ordered from them in the past with no issues. I have stopped trying to reach them after I went online and have read the same complaints from others.Desired Settlement: I would like by bank account credited back the $31.19. I will not order from them again.

Business

Response:

Thank you for bringing this matter to our attention and allowing us the opportunity to respond.

Review: March ** purchased a wholesale order for $81.45, received a confirmation order number via e-mail. I live near FragranceNet and we arranged and I was told that when the items were parceled I would receive an e-mail instructing me that they were ready for pick up and at that time I would go to their warehouse in Deer Park and pick-up the order thereby avoiding the $9.95 delivery fee. I received no e-mail. The only correspondence was another e-mail telling me the order had shipped and was en route via USPS and yes I would be billed the shipping fee. So today I called and not unlike everyone else, their telephone contact system is so incredibly inconvenient. After endless wait times, I finally speak with [redacted] in the Wholesale Customer Service and she is adamant stating that no arrangements were made for order pick up, it was shipped and that's pretty much that. She would not rescind the shipping fee, would not issue a credit, would not/could not really do anything to make this wrong a right. She also would not provide the [redacted]'s name so I could send a letter. She chose to do absolutely nothing. So now I await my order and will have to be content paying the shipping fee, because that's what [redacted] said. Can that be? And [redacted] must have a pretty powerful fist over there and is not tentative about pounding it.I would be happy to receive a credit for the shipping charges and go elsewhere in the future for orders such as this--moreover, provide a word of forewarning: the customer service department is critical in a successful business. FragranceNet made a sale...but lost a customer (no doubt again).Desired Settlement: Reverse the shipping fees

Business

Response:

Customer was explained that she was allowed to pick up her order. However, she never told us that she wanted to pick up the order so it was shipped.

Review: I ordered two bottles of David Beckham Signature perfume on 12/**/13. I have received a tracking number from the company which did not work at first. So I contacted a representative in which was on hold for 45 mins only for her to tell me that "the order will be shipped on 12/**/13". I continued to try the tracking number which said my order would be delivered on 12/**/13..still no delivery. Then the tracking information showed an updated delivery date of 12/**/2013 still no delivery. When I try to track the package now it shows N/A for delivery date. I am constantly trying to call the company and I get the automated message that states their hours of operation and says they are closed even though I have been calling during business hours.Desired Settlement: I WOULD LIKE A REFUND! I NO LONGER WANT THE PRODUCT AND I NEED SOMEONE TO CONTACT ME ASAP AS FAST AS THEY TOOK THE MONEY OUT OF MY ACCOUNT I WOULD LIKE MY REFUND TO BE PROCESSED IN THE SAME MANNER

Business

Response:

Package was delivered on 1/*/2014. Sent Return Merchandise Authorization via email to that the item can be returned.

Review: My total order was $94.47, one item was not in stock ($47.99)which was supposed to be refunded in November **.

I was having issues with the rest of the order so I cancelled it, I received a refund for the RMA# [redacted] of $46.48 today which is 12/**, but I never received the amount for the first item that was not in stock. order number [redacted]Desired Settlement: I would like a refund of the reminding amount.

Business

Response:

Customer has been refunded in full: 1/**/2015 - $47.99; 11/**/2015 - 4.64; and 12/**/2015 - $46.48.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered perfume for a Christmas gift and upon ordering I had it shipped to my daughter in California, however, this company sent it to me and provided a doctored up order form stating I requested this, which I did not. Why would I as I would have to pay postage twice to send to California. The item was shipped to my home so I did after all have to ship it [redacted] to California, which I did not retain the receipt and it cost me $15.00 actually more, but rounding this out. I have repeatedly and I mean repeatedly tried to call this company and email this company, with never an answer and they never answer the telephone. Today I had a live chat with no outcome. I am left with no recouse but to file a complaint. I am tired of ecommerce not living up to what they advertiseDesired Settlement: My Credit Card should be credited $15.00 for their mistake

Review: All of the products listed throughout FragranceNet.com are NOT 100% original, authentic brand names. Maybe some but not all. The products (Ecko by [redacted], Lacoste Essential) I received were imitations or knock-offs. The packaging, smell, bottle and color were not same as original. I would be able to provide images of original products as proof.Desired Settlement: I would like for FragranceNet.com to send me my RMA number so that I can return product for full refund. They can email me at [redacted] with all information as soon as possible.

Business

Response:

All of the products listed throughout FragranceNet.com are 100% original authentic brand names. We only carry genuine designer brand name perfumes, colognes, haircare, skincare and beauty products. Absolutely NO imitations or knock-offs. If customer would like to return an item please contact our Customer Service to obtain a Return Merchandise Authorization number.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]Thepackaging, bottle labeling, the color and most of all the smell does not match originalbrands. The Lacoste Essential bottle top leaked when I tested the smell.For instants [redacted] name on bottle should be mirror image so you can see it in the reflection and it's not.

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

Sincerely,

Business

Response:

Resent Return Merchandise Authorization again to [redacted]. Once return is received a refund will be processed.

Review: I ordered 2 products. I received an email saying that one of the products was not available to ship. I called in to cancel my entire order. I waited on hold for 30 minutes. Finally someone answered only to tell me that they were not able to cancel my order. I told them I do not want anything and want my money back since it hasn't shipped yet. They refused to cancel my order. 2 days later, I saw that the full amount of the order was posted to my bank account. I called in again and was on hold for 30 minutes. Finally someone answered only to tell me that I would have to wait 7 days for them to issue me a refund. I asked why they would charge me the full amount for things I didn't get and then make me wait 7 days to get money back that should have never been taken from me? I was told this was their company policy. I asked for a [redacted] and of course they said that none were available.Desired Settlement: Refund all of my money.

Business

Response:

Order was placed on Saturday, June **, 2015. One item was out of stock on the first business day 6/**/2015 (Monday) at 7:13am. The balance of the order (1 item) was shipped on 6/*/2015 at 21:16pm. Customer called to cancel at 2:04pm (after order had already shipped with common carrier). Customer was refunded for the unshipped item immediately. Customer alleges he was refunded in full, which he was not. He was refunded for $54.74 for the out of stock item. This order was delivered on 6/**/2015.A Return Merchandise Authorization was sent for the item he requested to return. Once received, the credit will be processed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Negative. I called in multiple times on June [redacted], much earlier than that, but each time I called the customer service department, I was on hold for over 45 minutes. After calling multiple times I was finally connected to a customer service rep after holding for 25 minutes. I was told I was being charged the full amount and would have to wait for them to issue me a refund. They charged me for the full amount of the order. On 6/**/15 $82.48 was posted to my bank account. I had to wait for them to issue me a credit of $54.74. If they knew they were not going to send the full order, then they should have only charged me for the product they provided, and not the full amount. The amount was still in "pending" status with my bank and could have been changed by Fragrancenet.com. I know this because I called my bank and tried to do a stop payment, but because the amount had not posted yet they were not able to do that. I also emailed multiple times on June [redacted] asking to cancel my order (see below) with no response. I have also been in contact with [redacted] - [redacted] and she has emailed me twice saying that someone from Customer Service would be reaching out to rectify the situation and I have heard nothing. See her emails below as well.FIRST EMAIL:June [redacted] 12:52 PM[redacted]SECOND EMAIL:[redacted]FIRST EMAIL:[redacted] Jun *Please cancel my order. I see that not all of it is shipping and the only reason I ordered 2 items was because of the sale. I have been on hold for 20 minutes trying to get more info and just want everything canceled. Thank you,[redacted]

SECOND EMAIL:[redacted] Jun *This is not a positive customer experience and I will not be doing business with you again. I ordered 2 items this weekend and without checking with me first, you decided to only ship one of the items and then offer me a reduced discount for my next purchase. I emailed and also called to cancel the entire order. I waited on hold for over 25 minutes only to be told that the order can't be canceled and my only option was to send the product back and wait for a refund. In all of my online experiences, if something is missing or out of stock, the company will notify me prior to a partial shipment. I would have liked to make the decision on this. I only added the [redacted] because of the sale and because I was ordering the [redacted] (which was the reason I placed the order in the first place). Now, I am paying shipping on one item instead of 2, am not getting the original item I wanted, and my only option now is to send the item back and wait for a refund. The customer service associate that I spoke with was unfriendly and obviously didn't care at all about my issue. Expect the [redacted] to come back as soon as I receive it. Also, know that you lost a customer over an issue that should be a simple resolution that could have happened had you communicated the issue to me prior to shipping out part of my order. [redacted]

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

Sincerely,

Horrible service. Deceptive statements regarding delivery time. Wish I read reviews here and on [redacted] before ordering.

Further, with nearly 140 complaints in a year, and all these bad reviews, I don't understand how Revdex.com can rate this company with an A+.

Review: I ordered from Fragrancenet.com on 12/**/2015 . On 12/**/2015 I received an email from Fragrancenet.com stating that my package had been delivered and this was completely false (I was home all day and no package was delivered to me). I contacted my local post office (via phone and in person) and my package is no where to be found (I have already filed a complaint against them). I have been trying to contact Fragrancenet.com for about 4 days now and all I keep getting is a message stating the fact that due to their high caller volume they are unable to accept calls right now and I should try back at another time. I tried to contact them by email and still no response.Desired Settlement: I would like to have my order delivered or a complete refund.

Business

Response:

A full refund has been processed for lost package.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered shampoo and conditioner from this company's website on May **, 2014. They emailed me confirmation of my order followed by an email stating that my order was now in their warehouse. The third email said it had shipped on June *, 2014 with an untrackable number. The order cannot be tracked via [redacted] nor any other carrier. I contacted them several times and was told to wait until July **, 2014 before contacting them again. This is unacceptable. If my order was shipped on June *, 2014 it would already be in Australia with [redacted].

I have placed many orders to US websites and have received my orders in under two weeks every time. I have always been given trackable numbers with their carriers. I decided to [redacted] reviews for this company and was shocked at what I found. Ninety percent were negative.

I paid via credit card and the charge is listed on my statement as of June *, 2014. [redacted] know nothing about this order.Desired Settlement: I want this company to honor my paid order and provide me with a trackable number so I know when my order will be delivered. I would like delivery of my order.

Thank you.

Business

Response:

Email sent with tracking on 6/*/2014. First update with courier was on 6/**/2014. See attached tracking information supplied by courier.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Is it a coincidence that within 2-3 days of me contacting you my order arrived? Thank you Revdex.com for your service, it is very much appreciated.

Sincerely,

Review: Ordered a $50 gift card for my sisters birthday on 12/**/13, expecting it to be emailed to her that same day, as advertised. I got an email shortly after, saying that my order was placed on hold , so I responded within 10 minutes with all information asked for. Got another email saying my order was just being processed a day later. So in a nut shell, I was not able to give my sister a birthday gift, and still don't have my $50 back. I tried emailing the company multiple times, for about a week now, and have not received ONE response about me asking for a refund. I still received the emails about coupons and deals, but did not get one back about my order yet. Also have tried calling for the past 4 days, and have not gotten through one time, and was on hold for over 20 minutes every time I called. Just hung up after being on hold for 40 minutes actually. It is ridiculous. I am a business owner myself , and at 20 years old I am well aware that this is not how a business should handle customer service, no matter how big the operation may be.Desired Settlement: I just want my $50 credited back to my Paypal account.

Business

Response:

Refund issued

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,