FragranceNet.com, Inc

Review: I purchased two perfumes from [redacted] on December **, 2014 for a total of $79.98. Upon reviewing my checking account statement, I noticed I had two charges of $79.98 for for my purchase and two tracking numbers. I only placed one order, and not sure how it was charged twice. I thought it might have been an error, and began calling the customer service number on Monday December **, 2014. I have made multiple attempts to call and have waited on the line for upwards of 15 minutes. My cell phone records can show the calls that I have made, if necessary. On Monday December **, 2014 I sent an email regarding this issue. As of Tuesday December **, 2014 9:30pm CST, I have not received a response. I have since received the second package, but have not opened it because it is an unwanted package that I did not authorize for purchase.Desired Settlement: I would like a refund for the unauthorized amount that was charged to my bank account and I will return the package at no cost to me.

Business

Response:

Customer placed duplicate orders. Return Merchandise Authorization sent

Review: It's been a week since I ordered from the site and the following day I got a confusing e-mail requesting me to send a cheque to the seller since my order was put on hold without an explanation. However, after checking with my bank, and obtaining the tracking number for my order I reached out to them first on their phone lines, where I was put on hold for 5 hours and eventually hung up on after rudely getting snapped at by an unhelpful staff member,and then through their site with a detailed description of my order, my card details, the payment tracking information and everything as requested. When there was NO reply here, I resorted to using their social media site to contact them where I was promised thrice that a customer service officer will contact me with a resolution but this has not happened for the past three days. The order value is 161 dollars as billed and I am currently in Sri Lanka and therefore not in a position to drive upto them and ask for a clarification.Desired Settlement: While I completely sympathize with this being the holiday season, and have given up any hope of receiving the goods before Christmas, or new year for that matter, I'd like to receive confirmation on an undertaking to deliver the products as promised at their earliest to the provided address. The order number is [redacted]

Business

Response:

Since this is an international credit card, our system cannot void the auth. Customer will need to wait for her bank to drop the auth or we can submit a letter to her back with this request. We will need contact info for Bank to to this.

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 money is yet to be released from my bank nearly four weeks to the purchase. The details of the bank, the account numbers and all that have been relayed to the business repeatedly via my correspondence. I would like the business to write to my bank as soon as possible to release the money so that I could go ahead with another purchase at a different vendor. I will be providing my account details, bank information and transaction related trace codes so that the business may promptly respond to the bank with an email copied to me aswell. the details will be forwarded to the [redacted] address.

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

Sincerely,

Business

Response:

Customer needs to provide us with email address from bank so that we can send our request to remove the pending Auth.

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 order for a fragrance back in September. When I got the fragrance it was not what I had ordered so I returned the item back to the company about 3 weeks ago and I still have not gotten my money credited back to my account.Desired Settlement: I would like to have my money credited back to me ASAP

Business

Response:

Return Merchandise Authorization processed for full refund of $28.69

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 made a purchase online on August **, 2015 , for which my account was debited in the amount of $39.38 . To date I have not received the goods I ordered. I did contact the company on September **, 2015 to check on the status of my order and they have neglected to follow up regarding my order.Desired Settlement: Delivery of order.

Business

Response:

In response to [redacted] email of 9/**/2015; our customer service department responded with a request to verify shipping address so that an order could be reshipped. Tracking shows package out for delivery since 9/*/2015.Please verify shipping address so that we may reship order. Address on file is:[redacted]

Consumer

Response:

C/o Ms. Lehrer I am in receipt of the email from Fragrance.net via my BBA account. If you take a look at the supporting documents submitted to the BBA, the email thread dated September **, 2015. It clearly shows that I confirmed the shipping information for the company. In connection with there response.They have incorrectly listed the recipient's name. So again, for there information, the correct information is :[redacted]MESSAGE FROM BUSINESS:In response to Keslake Thomas email of 9/**/2015; our customer service department responded with a request to verify shipping address so that an order could be reshipped. Tracking shows package out for delivery since 9/*/2015.Please verify shipping address so that we may reship order. Address on file is:[redacted]

Sincerely,

Business

Response:

[redacted] order has been processed for a reship and he will receive an email with tracking information once the package ships.

Review: On 12/**/2015 I placed and order for 5 different Colognes for hey rounded total of $147. On December **, 2015 I received my order via United States Postal Service priority mail. When I open the box I found a bill of lading that included all items purchased when I didn't inventory of the order one item was missing. I immediately tried to contact customer service via the telephone and discovered they were not open on weekends at which point I emailed the company and I waited until Monday to attempt calling again. On Monday I called a total of seven times with no success of contact on the seventh attempt I pushed for the whole set was line which I was at least placed on hold the auto system and I remain on hold for an hour and a half with no response. I then went to [redacted] I attempted to contact them through the messaging system I have not gotten a response. I emailed the company again on Monday and Tuesday with no response. Since it was a [redacted] trusted site I contacted [redacted] to intervene [redacted] told me to give them two business days and not receive contact if they would begin a claim for me. I heard from [redacted] a few days later saying they were sorry for what I experienced and asking if I had been successful in reaching the company. I replied that I have no contact with the company whatsoever via email phone or any other form of contact other than automated spam mail offering discounts and sales. two days later [redacted] contacts me back and offers me a $25 gift card for my troubles and what I experienced with fragrance net.com still no one has contacted me for [redacted] for that matter. I appreciate the fact that [redacted] trying to make me whole by sending me a $25 gift card. However no one has contacted me and address the fact that I did not receive my item and why I did not receive my item that I ordered and paid for via credit card. The issue really is an about the missing item anymore because [redacted] house reimburse me enough for the gift card to cover what was spent. However I feel like I have been brushed off mistreated and ignored as a customer. After reading the [redacted] page I have noticed that several customers have experienced issues with The company. I gave her half review to Bizrate when I receive my order about what I did receive and I included that an item was missing and that I was giving you ample time for customer service to contact me and rectify the issue before I would give a complete review of service. The autumns I did receive or of the quality are expected and I get from Dillards. However the customer service is no where's near acceptable. Because it has been nonexistent I have yet to hear from fragrance net.com they emailed me daily trying to solicit my business however they cannot give me the courtesy of contacting me regarding the item missing that I ordered. I feel that a company who sells to consumers and the consumer does not get what they ordered it is their responsibility to contact the customer when asked to enter giraffes the order until that is been rectified. I don't think that's fair that they allowed a third-party to try to brush me off with some $25 [redacted] gift card and still not contact me regarding the issue to apologize or at least explain why this happened and try to make me feel like my business and my money were appreciated. Instead I feel like a consumer who has spent money and did not get what I was promised and then tossed aside like trash to the curbside. I do a lot of shopping is actually one of my hobbies and I have never and I mean never received this kind of treatment from any retailer online or brick-and-mortar. I feel I am owed an apology and a response from the company and I will not stop contacting them until I receive the response and respect I deserve as a customer I have not been rude nor have I like nasty messages I have been professional and I am just very upset dissatisfy consumer in the customer service that is not been provided.Desired Settlement: I want to response I wanted my item but I've given up on ever seeing it and I've excepted googles $25 gift card. However I still expect and demand a response and an apology from the company itself for the nonexistent customer service and attention given to me and my issue. I will go as far as I have to to get a response on the fragrance net.com.

Business

Response:

This customer contacted [redacted] directly who gave this customer a $25 gift card for compensation. We were not given an opportunity to resolve this issue.

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:

They were given every opportunity to respond via text via email via phone and I have yet to hear from them before I ever contacted [redacted] before I ever contacted the Revdex.com yes [redacted] sent me a $25 gift card I stated that in my complaints that is not resolution to mean resolution is the company returning my emails my messages Not [redacted] the statements I make are not balls if you need proof let me know I will forward you everything sent to fragrance net.com prior to contacting Google.

If the company feels that [redacted] is responsible for their disputes it needs to be listed on their site don't contact us contact [redacted] as stated to me that they never heard back from fragrance net.com so come again with your resolution just because [redacted] resolved it it has not made me whole I still want an apology for your failure to respond fragrance.net If this is being unreasonable then so be it but what I say is not untrue it has been stated not only to the Revdex.com but it was also stated to [redacted] trusted sites that I was not happy with the resolution and that I still expecting a contact from fragrance net.com and an apology for all the time and crap they put me through.

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

Sincerely,

Business

Response:

In spite of the fact this customer has already been compensated with a $25 gift card from [redacted] Store - we have emailed a gift certificate in the amount of $16.79 for the cost of the unreceived product. [redacted] store is an affiliate of us and their job is to compensate when needed - which they did.

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:

My problem was not the money it is the customer service. I never asked them for money! I requested a written of apology for the non existent customer service. I don't want the gift card. I will never shop their site again. I won't be satisfied until they get the point. THIS IS NOT ABOUT MONEY READ READ. You need to answer your phones and respond to your customer issues yourself. Even your Affiliate as you call them gave you the chance to handle it. You failed to respond to anything but this. I'm done with your lack of service. I will not allow this to be considered resolved until you apologize to me for ignoring my emails messages and never answering your phones. Never reaching out to ensure my satisfaction. I don't want an email gift card with no personalization friends m your order department. You have poor customer service and this will never be satisfied -------Revdex.com you can close this claim as unresolvable as you can see they still have not grasped the issue-----

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

Sincerely,

Review: Ordered 1 Cologne and 1 After Shave. Both immediately started causing discomfort to the skin. Heavy Alcohol smell from both, as color was towards more Brandy/CONGNAC rather than the lime/green offered in the real one at e.g. Macy's. Cologne/AfterShave smell went away in minutes compared to hours of the real Christian Dior Pour Homme SPORT. Extremely tampered product which is very obvious from color, smell and itchiness of skin. Tried to cancel before product was shipped but was told it has shipped. FedEx showed not shipped but labels printed via online confirmation. Have to try to get the RMA an lose money on shipping + 25% so time and hard earned money thrown to scammers. Skin is burning due to heavy Alcohol content.Desired Settlement: Would really like full refund including shipping costs. This product is not safe for my skin or to be used at all.

Business

Response:

Return Merchandise Authorization has been issued and customer will not be charged a return ship fee.

Review: FragranceNet.com will not respond to emails or phone calls in regards to my refund for my Order # [redacted] - D & G Light Blue Dolce & Gabbana edt spray 1.6 oz item # [redacted]. I received a defective product and contacted them about it and I was sent an pre-paid return label on 12/**/13, which I shipped off on 12/**/13 and it was picked up by the agent on 12/**/13. Tracking # is [redacted] and the RMA # they gave me is [redacted] Weeks later and I still have no answers or my refund. I would like my money back ASAP.Desired Settlement: Refund my credit card for the defective D&G Light Blue perfume that I returned on 12/**/13.

Business

Response:

Refund issued on 1/*/2014

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and the matter has been resolved.

Sincerely,

Review: FragranceNet.com advertises: "100% Genuine Guarantee, No Knock-Offs, No imitations, Safe and Trusted Since 1997." They advertised Dolce and Gabbana Light Blue Eau de Toilette spray, 3.3 ounces for Women, at $65.19 or $52.15 with 20% off coupon. I purchased the advertised product at $52.15. What I received is obviously a Fake! After removing bubble wrap,I sprayed the product to find an oily stench like insect spray! I examined the bottle and found the seal at the bottom of the bottle is cut and pasted, an obvious fraud. The bottle color is fraudulent, the bottle cap is a fraudulent blue and compared side by side to a genuine Dolce and Gabbana spray, it is a real rip-of a senior citizen on fixed income and I do not believe a company that makes frauds, but advertises their products are real will actually credit my credit card without compromising my identity. I will forward my complaint to Illinois Attorney General if needed. This company states it accepts only unopened product! Please help!Desired Settlement: Refund my order amount of $52.15 to my credit card.

Business

Response:

RMA was created and return label sent to customer. Once return received, refund will be 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 provided FragranceNet.com returns $52.15 to me credited to my credit card. I have returned the product to them via USPS with the mailing label Fragrance.Net sent me. I have contacted my credit card company to dispute charges. I will refile this complaint if FragranceNet.com does not honor their promise to refund my money as they pledged to me and to your Revdex.com. Thank you.

Sincerely,

Review: On 12/*/13 I ordered a bottle of perfume from FragranceNet.com. They sent me a order confirmation #[redacted]. When I went to check my order/delivery status a week later the site said the product is at there warehouse. It's now 1/*/14 and still haven't received my perfume. I called customer service many of times just to be put on hold and never got thru to speak to a rep. This is totally unacceptable and I want my money back. I will never order from this site again.Desired Settlement: I would like my $35.32 refunded.

Business

Response:

Item customer purchased was out of stock. Refund has been 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,

Review: WAS ORDERED ON DEC. *,2013,COMPANY STATED SHIPPED ON DEC.**,2013 PROVIDED TRACKING #WITH FEDEX .CALLED FEDEX THEY STATED THAT THEY HAD NOTHING FROM THIS CO.SO I CALLED CO.,THEY APOLOGIZE SAID THEY WOULD SEND OUT ANOTHER ORDER WITH UPS ,SO I WAITED AND CALLED UPS GOT SAME RESPONDS.NO PACKAGE TO SCAN FROM THEM.

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 used fragrancenet.com for ordering cologne and perfumes several times. The last order was never delivered. Checking UPS it keeps saying that the product will be delivered by the end of business day 'today' but never takes place. I contacted UPS and they told me the product was lost. I contacted fragrancenet.com and explained the situation and told them to cancel the order. Response time was extremely slow. When they contacted me they said they've asked for the shipment to be sent back to them after which they will cancel the order!!! I'm not sure how they would expect to receive a lost product but it has been over a month and they do not respond to my emails and I'm fed up with it. I told them that I never will shop with them again and I need to purchase the product I ordered soon but have not done so pending closure of this issue. The order was placed on 08/**/2013!!!

I contacted American Express and explained the situation since the product was purchased using AmEx and asked for help and haven't seen any response. I sent Fragrancenet.com another email today but do not expect a response any time soon. They're a joke!Desired Settlement: I'd like my account credited and this situation to be reported so other customers do not have same experience.

Business

Response:

Refund was issued and processed on 9/*/2013. Customer should contact American Express for further information.

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 order perfume from this company which offered 15% off and free shipping. I've always bought my perfume from the store; never on-line. The price at check out was $33.51. Once the card was processed, it charged $41.19 to my card. I called immediately, and was told the you can't take advantage of both offers, and I was charged for shipping. I informed them that it didn't indicate that, and that I didn't want it at that price. I was told that the order would be cancelled, and was done so while I was on the line. She then informed me that it would take 4-5 days, depending on my bank. When I got off, I contacted my bank and they said if they put in a dispute, it would take up to 10 days. I told them that since the company time was less I'd let it go. Yesterday the $41.19 was still pending, which is normal for cancelled item. I expected it to drop off after midnight Friday night. Saturday morning the $41.19 had cleared. How can they do that when they never shipped me anything and told me the item was cancelled. The don't take calls over the weekend, and my bank can't do anything now until Monday. I'm on a fixed income, and don't like not having the use of my money when I don't have any product.Desired Settlement: I want my money returned, with an apology and so show of their regret for this misuse of my money.

Business

Response:

We have contacted the credit card company on customer's behalf. The will refund as soon as their processes allows. Would like to offer customer $15 gift certificate for frustration and inconvenience. $15 gift certificate code is: [redacted]. There is no minimum purchase required.

Review: My problem concerns their website that showed the item I ordered was in stock. Their website then showed it was at their warehouse ready to ship. After three days of the warehouse status not changing I attempted to contact them on their customer service number only to wait on hold for 35 minutes, when a lady did finally come on she looked up my order stated that it would ship that day or had already shipped and the website would have my tracking number by the end of the day (Friday Dec **). Well at 12 midnight there was no change to my shipping status, and when I called on Saturday there was no one in customer service. I phoned them early in the morning on Monday (Dec **) with a 40 minute wait time on hold only to be told by the woman I spoke with that THEY DIDN'T EVEN HAVE THIS ITEM IN STOCK! I feel mislead, I feel frustrated, I feel duped. I asked to speak to a [redacted] only to be told they do not take phone calls and I would need to write them a letter stating my concerns. After all I went though I considered this would be a complete additional waste of my time in addition to the hours I had already lost. My Order # was [redacted]. This company should not lead customers to believe an item is in stock ready to ship when they don't even have the item. This company should not let the customer believe their item is in the shipping process when it is not. This company should not tell a customer that their item is shipping that day or already has shipped when that is a lie. This company should not let customers remain on hold for extended periods of time with no idea of how long the wait will be, or if they ever will talk with someone. This company should not be able to tell customers that customer service [redacted]s will only listen to them by mail. In all of the years I have dealt with online retailers I have had issues but never to this extent of unprofessional business behavior.Desired Settlement: I would like this company to change their policies so their website truly indicates a truthful indication of what they are doing. If a product is not in stock the site should reflect that. If the item has not shipped the site should reflect that. If there is a problem with an order the customer should be contacted not avoided. I would hope these realistic requests should be implemented immediately. They should treat others as I am sure they would expect to be treated. To resolve this issue for me? There is no true resolution possible as I now need to tell my Mother her Christmas gift will need to wait until I can reorder from a reputable retailer and maybe give it to her for New Years. I would hope this company would send one of the items I ordered out at no charge to compensate me for my being deceived. (But I won't hold my breath)

Business

Response:

Order cancelled by customer - refund issued on12/**/2013 for $83.50

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 can not believe that as a Better Business organization that this businesses response would be considered as any response at all. It basically shows what a poor standing their customer's mean to them, and how they treat them. By dismissing me by saying the customer cancelled the order and we issued a credit is an understatement that borders on on being absurd. Put yourself in my position, the company represented that the item I ordered was in stock. They not only did that but also stated it was in their warehouse ready to ship when that was not true as well. One time I called to be told yes it was in the warehouse and would ship that day if it had not shipped already, only to find out that wasn't true either. Only after I called and waited HOURS ON HOLD BETWEEN MY TWO CALLS, was I told they didn't even have the perfume that I was told had already shipped. This is honestly the worst company I have ever dealt with. Customer service is something they have no idea what those words mean. I hope this is posted to alert any other person to stay as far away from them as possible. Do not waste your money, time, or frustration on them because they don't care! Please understand that I have never, and I mean never took the time and effort to make a formal complaint against a company before. Whenever I have had problems in the past, and they are very few I have asked to speak with a [redacted] and the problem has been usually taken care of. With this company, or whatever they are, speaking with a [redacted] is not allowed. I realize that a company with this view of their customer's will never likely offer any type of compensation my my lost time and extreme frustration in dealing with them. Just please do something with them so they don't keep on doing this to others. Unfortunately in hindsight I looked up reviews on the company after my wonderful experiences with them, only to find many, many others with eerily similar stories.

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

Sincerely,

Review: (1) They shared my information with [redacted] and subscribed me in Sports Illustrated for 1 year, without my authorization. They refused to cancel this subscription. I could not cancel the subscription myself.

(2) My credit card was charged by [redacted] (a travel services company from Columbia) for $89.59, including Foreign Currency Conversion Fees. Other transactions totaling $472 were not processed and blocked. I had to cancel my credit card.

(3) I have faxed them the problem on Jan **, 2016, and contacted them by phone, but no response.Desired Settlement: (1) Remove my name and credit information from being shared and passed to other businesses.

(2) Cancel my subscription for Sports Illustrated and [redacted].

Business

Response:

Subscription cancelled 1/*/2016. Name, address and email has been removed from our database.

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 tried to contact this business for the past 7 months because an unauthorized transaction occurred on my [redacted] in the amount of 68.23 and I would like for this to be refunded back to me because I did not make this purchase. The order# is [redacted]

June *, 2015

[redacted] -negative $68.23

Payment

Paid with debit card

You'll see "[redacted]FRAGRANCENE" on your card statement.

Transaction ID [redacted]

Seller info

FragranceNet.com

###-###-####

Your purchase

FragranceNet.com$68.23

Shipping$0.00

Tax$0.00

Purchase total$68.23

Fee$0.00

Total$68.23Desired Settlement: I would like a full refund of 68.23

Business

Response:

This customer is claiming an unauthorized purchase. However, customer's [redacted] information is verified. She needs to file the dispute with [redacted].

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 have disputed with [redacted] and they said that there was nothing they could do about it and to talk to the company directly and I have made an effort to get a hold of this company to no avail.

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

Sincerely,

Business

Response:

We responded to this complaint on Copy of original response attached. Additionally, this customers’ information was verified before shipping – see attached. If there is an issue with fraud – customer must address this issue with the credit card issuer since all information verified before we shipped this order. [redacted]Director, Human Resources [redacted]) ###-###-#### (international) Follow Us: Online Since 1997, Over 14,000 Genuine Brand Name Fragrances, Skincare, Haircare, Candles, Aromatherapy & more... [redacted].Copy of Response for Revdex.com Complaint #[redacted]This customer is claiming an unauthorized purchase. However, customer's [redacted] information is verified. She needs to file the dispute with [redacted].

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:

My [redacted] had been compromised and this one of several purchased made that I did not receive and I would like a prompt refund of the purchase plus shipping if applicable.

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

Sincerely,

Review: [redacted] I placed an order with fragrancenet.com . I waited for them to send me and email to let me know that my order shipped. On Tuesday Dec. [redacted] 2015 I got an email saying that my order shipped. I waited a few days and I tracked my order with fedex and it showed that my order had not shipped. I tried calling fragrancenet.com by phone and after waiting on hold for 2 1/2 hours they told me that they would give me 10% of what I paid back because my card had not been charged yet and that I would get my order 3-5 days from the day it shipped. Well today is the 5th day and it did not come. Well I check my visa card and it shows that it was charged and that fragrancenet.com got my money. On Dec. [redacted] 2015 I tracked my order and it still shows it has not been shipped. I contacted fedex by phone and they told me I needed to contact fragrancenet.com . So I tried to contact them by phone and as of now I am on hold with them. I have been waiting over 3 hours and no one has come to the line to take my call. It should not take over 3 hours to be able to talk to someone. Fragrancenet.com should not be allowed to take someone's money and then not give them what they ordered. The order number is # [redacted]. I will be contacting the Attorney general's office!Desired Settlement: I want my order and I want it shipped by [redacted] and I want a full refund of what I paid. $13.99. The order number is #[redacted]

Business

Response:

Order has been reshipped and tracking information will be emailed to customer

Review: Unable to contact anyone at this company about tracking my order. It was ordered on Dec. [redacted], 2013 and money was transacted through Paypal account $229.98. E-mailed and called on Dec. [redacted]... also, checked my account through registration/log-in. Web-site did not recognize my E-mail address so I re-registered. Called 12/** multiple times X 3 phone numbers (PayPal contact, 800 number and local number. Phone seems like it is off the hook/always busy.Desired Settlement: Cancel Order!

Consumer

Response:

I was able to reach someone at the company today (12/**) to find out that my order was completed and should arrive before Christmas!

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 order on July **. I was told by a customer service rep that if I paid for 2 day shipping, it would arrive before noon on July **, when the recipient was leaving for a birthday trip. I would not have ordered this product and paid for the expedited shipping if I had not received assurances from the customer service rep. The package did not arrive in time for the birthday trip. When I contacted the company, they refused to stand by their prior promise. They refused to refer me to a supervisor. They offered to pay for shipping for a refund but would not reimburse me for the expedited shipping I paid for because I was promised an ontime delivery.Desired Settlement: I would like them to reimburse me the $15 extra that I paid for expedited shipping based on the assurance that the product would arrive by the morning of July ** when it did not. Would like an apology for poor customer service and rude behavior. I have never encountered a company that would not refer correspondence to a supervisor.

Business

Response:

This customer placed his order on [redacted] fulfilled by FragranceNet.com. Order was placed on Thursday, 7/** and chose express (2-day) delivery. Since this order was delivered on 7/** - within the 2 business day guarantee (7/**-7/** weekend days), no refund is required.

Additionally, no customer service representative at FragranceNet.com would have committed to a "before noon" delivery.

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 would not have paid extra for the two day shipping if I had not been promised delivery before noon the fourth day after the order was placed. I have never experienced more rude and unprofessional consumer service. My request to be put in touch with a supervisor was rejected. I have never encountered such poor customer service. Moreover, I have never encountered an organization that cares so little about the customer experience, the customer relationship and living up to its promise. All this over a few extra dollars for expedited shipping. Unbelievable. At this point, t is not about the money but making certain other consumers arate protected from an organization that is parsimonious with the truth and will not stand behind the words of its employees. Never once did I receive a response such as " I am sorry you had a bad customer experience. How may we help". Instead it was "our records indicate that we lived up to the letter of the our obligation. You have no further rights nor do we care...."

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

Sincerely,

Business

Response:

All Customer Service conversations are recorded. [redacted]'s quote "Our records indicate that we lived up to the letter of our obligation..." is a correct statement. However, his quote "You have no further rights nor do we care....." is a false statement. Recording of this conversation ends with our [redacted] (who he claims he never spoke to) saying "Our records indicate that we lived up to the letter of our obligation. Thank you".

Additionally, I will repeat that no one in this organization would have committed to a package being delivered at a particular time of day.

Consumer

Response:

The first quote, admitted by the business in question, is indicative of the lack of interest in having good customer relations and going the extra mile to foster the brand. The second quote is the way customers including myself feel. That no one should have made the promise does no bely the fact that some one did. Living by the letter of the law and doing the minimum has been the defence of businesses without a moral compass for time immemorial and for people who stood by and let political atrocities occur during WWII and today in Egypt. Many people followed the letter of the law and did nothing, a sign of ethical failings and moral bankruptcy. It is a sign of moral cowardice that a business that does not care about its customers or its brand. There is no way to make a business or person do the right thing or go the extra mile except to make every one aware so that the marketplace will discount the brand and know that customer service, customer loyalty are at a minimum. Sunlight and spreading the word are the best disinfectants.

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,

Review: On 05/**/2016 performed a purchase on the site in the amount of $ 93.71, the order was canceled on 03.**.2016, I got in touch with the company via online chat to clarify the reason of the cancellation and know what would be the term reversal of the money since it was debited from my account, the clerk informed me that the period of return is 4 to 7 days, last day 03.**.2016 made 7 days and there was not the reversal, I joined contact again with the company so that they inform to me why it was not reversed, the atendende Amanda told me that there was already a chargeback request and asked to contact my bank to find the time to be credited to my account. I contacted the bank, which in turn said it still does not appear chargeback request by the company. Can not stand this "ping pong", I need to FragranceNet company give me a solution, or sending me the requested products or me Reversing money.Desired Settlement: Refund. I hope to have my rights preserved as a customer and more respect for the company.

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,

[redacted] Good Morning,I come by this report that the problem regarding the repayment of the amount paid for my purchase, which was canceled has been resolved. The company combriu with his word and after 9th day the amount was reversed to my bank account. Thank you for the commitment from the same site and that gave me assistance.