FragranceNet.com, Inc

Review: I bought a parfume via Jet.com called B Balenciga. When the parfume arrived it was from Fragrancenet. I sprayed the parfume several times to even be able to smell it and the scent was worn off within the hour. I looked up Fragrancenet reviews online and found someone that had the exact same issues from Fragancenet. The reviews also said the sell fake parfume. I called Jet.com to complain but received no resolution. I have had this particular parfume in the past from Saks and know foe a fact the scent last all day!Desired Settlement: Close down this company and give my $95 back

Business

Response:

Return Merchandise Authorization created and return label emailed. Refund will be processed upon receipt of return.

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: As soon as I received my package I decided to return this product. I have contacted the returns department twice in regards to returning a purchase and have not received a response, not even an automated response. I have called the phone numbers listed on their site multiple times and cannot get through to a live representative. I am trying to get a full refund as I no longer want to keep this merchandise due to many reviews about the product being fake.Desired Settlement: Refund in full.

Business

Response:

Return Merchandise Authorization has been processed and return label sent to customer.

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 placed an order with the company in question on December **,2014 Order number [redacted]. I place it through my Shoprunner account (which entitles me to free 2 day shipping). I have tried countless times to notify them via email and telephone, without success. They never onced answered an of my emails and customer service never picked up the phone... I tried to track my package via Shoprunner AND fragrancenet with no results...this is quite frustrating!!! Whatever happened to customer satisfaction??? It should be their main priority and clearly it isn't!! I even went to my local post office to check if they had my merchandise, with NO success either. This has been a total NIGHTMARE!!!!Desired Settlement: Refund credit card. At this point, I have NO desire to deal with fragrancenet The items purchased was christmas gifts.....As a result, I had to purchase the same merchandise elsewhere and received my items from the other company without any difficulties or issues...

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 some cologne on 11/** and it was shipped 12/*. I received the item on 12/* and out of the 2 received one was broken. I sent and email to Fragrancenet.net and told them one was broken and would like a new one. I had photos of the cologne and the box it was shipped in. Fragrancenet.net sent an email on 12/** saying I would receive and RMA number, never mentioning that I would get a refund or another bottle. I received the RMA number on 12/** and mailed the broken bottle in the same box it came in on 12/**. They received the package on 12/**. I have sent several emails and called several times to find out the status of the new replacement. I sat on hold for 45 MINUTES with no one to answer the phone. I still have not received any correspondence from Fragrancenet.net. The site says they are trusted since 1997 and I have ordered from them several times. This is terrible customer service and I am VERY disappointed with Fragrancenet.netDesired Settlement: I would like a replacement and a letter of apology for the poor customer service

Business

Response:

Return merchandise authorization created and customer notified by email.

Review: I placed an order on 1/**/15 #[redacted] with FragranceNet. They deducted the funds from my [redacted] account, but then I get an email stating that my order is on hold because of problem with payment. However the funds WERE TAKEN OUT. I placed another order the same night and they took the payment no problem. What is really bothering me is how can they in good faith keep my 59.97 and claim they have to have the order on hold? Frankly I don't want the items anymore as their shipping is so slow (it has been two weeks since I placed a different order and still haven't received it yet. I ordered from another perfume vendor and got my order in three days.). I have sent emails and no response. They have not responded to [redacted]. I have been a customer of Fragrancenet for some time and I am very disappointed with this situation. I might can look past the very slow shipping, but keeping my money when not providing the goods is UNACCEPTABLE.Desired Settlement: I want the full amount of 59.97 refunded to my [redacted] account. I have ordered the same goods from another company and received them in a TIMELY fashion.

Business

Response:

[redacted] refund processed:Payment Sent (Unique Transaction ID # [redacted])Sent to:[redacted]

Review: I purchase a perfume an a lotion from this website, when I requested a return number and a pre paid label I was told this would be free of charge. I sent the item and I was issue a refund for 54.07 when the total of my purchase was 60.02. I contacted customer service several times but all I gotten was read the print in our website. So much for their fast statement of their website which is says at fragrancenet.com our #1 goal is to make sure that you are 100% satisfied with your shopping experience. At this moment satisfied is the last thing im feeling with the lack of customer service with this company.Desired Settlement: I want the 5.95 put back in my account!

Business

Response:

Shipping refund for $5.95 processed.

Review: Faulty product delivered. They offer to replace with same or give refund. I chose refund.

They then got their paper work mixed up and said it did not qualify for a refund.

I called and was told they would refund my money minus a 20% restocking fee. I agreed

The following day they sent an email stating they were issuing a gift card -20%.

I again called and stated that they NEVER spoke of a gift card that I Wes told I was being refunded the cost !

I further explained that in addition to faulty merchandise, they were now being deceptive about the type of refund they would give. I also explained that if they were only giving a gift card it should be for the full original amount as I was offered equal replacement of the merchandise . The faulty product was their responsibility not mine.

I explained they could attempt good customer service by just replacing the same items. They refused. I told them I would then file with the Revdex.comDesired Settlement: Refund the original cost.

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:

This company clearly will not refund money for faulty merchandise. It will only substitute faulty product for an exchange of additional inferior product.

I would like Revdex.com to make/ file notice of this business and practice.

I will not proceed any further with this claim

Thank you for your help and standards to warn other consumers on such practices.

Sincerely,[redacted]

Sincerely,

Business

Response:

Customer returned product from an order after the allowable time for returns according to our Returns Policy clearly stated on our Web Site. In spite of this, we honored her return and refunded her with a gift certificate which includes the 20% restocking fee.

Review: I ordered some men's cologne for a Christmas gift and paid via [redacted]. Not only did I never receive the product (They said [redacted] couldn't deliver to my address, despite the fact they often have and still do. I checked to be sure the address was typed correctly on my order. It was.) When I phoned to request a refund, a message said they were too busy to answer a d to email customer service. I emailed over a week ago and have never heard a word. I have not received a refund or my product. I want a refund! They've had my money for weeks!Desired Settlement: I want a refund!!!

Business

Response:

Package being returned to us by courier. We will issue a full refund.

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 on Dec *, Dec * they say order shipped, as I check tracking info it says label created order not shipped. I have now made 3 calls to the company, and once they say order shipped problem with [redacted], called second time order shipped sorry problem with [redacted] we will give you a discount, third call just today sorry [redacted] problem order was shipped. I said kind of funny same story 3 times, and I've contacted [redacted] 3 times, and all 3 times I've been told label made no order was shipped. I told the company I want my money back, as they took the money and the order wasn't shipped, they said sorry you have to wait until the [redacted].Desired Settlement: I think the business needs to refund my money ASAP, and they need to be put out of business it's a phony company.

Business

Response:

Refund has been issued in full. Please allow 4-7 business days to process

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 returned A bottle of perfume I purchase in which I was given a RMA# [redacted] & a shipping label via email & returned in original packages.it was returned on 12/**/14 & delivered to them on 12/**/14 by [redacted] at 2:20 PM. I have sent 4 emails regarding this issue as well as calling 3 times on hold for times along as 30 minutes without anyone answering. I understand it was the holiday season, but someone could have replied to an email.Desired Settlement: I want my refund of $52.79 credited to my [redacted] credit account with an email once completed.

Business

Response:

Refund has been issued. Customer should receive within 4-7 business days.

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 with this company and had my bank info sold or given to a company, [redacted], who took out $12.79 a month from my checking account, without my permission.Desired Settlement: I would like to know how they are permitted to give info that is confidential and for their use only. What can be done about this.

Business

Response:

Please refer to attached screens. Customer had to accept offer twice in order for it to be sent to [redacted]. FragranceNet.com did not sell or give any information to [redacted]. Customer can call them at anytime to cancel and have his money refunded.

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 never accepted and offer once let alone twice. I have the e-mails from freeshipping .com asking me to sign up after I placed my order with fragrancenet.com. and I never did. The question is how did they get my bank info? [redacted] said from my fragrancenet.com order. Who else has my bank info?

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

Sincerely,

Business

Response:

FragranceNet.com does not have customers bank information. When customer filled out the Freeshpping.com membership form, which she authorized by accepting [redacted] terms twice, she approved her credit card information to be sent to [redacted].

Please have customer contact [redacted] to cancel her enrollment.

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. Even though they lied. I will never do business with them again. I just want to be done with them.

Sincerely,

worst online shopping experience EVER!!!! DO NOT BUY FROM THESE PEOPLE!!!

I wish I would have done more research before I decided to buy!!!!

Review: I purchased a factory fresh perfume which was received in a opened unsealed box the cellophane wrapper was missing the product perfume bottle was defective cracked and there were finger prints on the bottle and appears to have been usedDesired Settlement: I would like to exchange the defective item with a new Factory Fresh item as originally ordered I would like a postage prepaid label to return the defective merchandise

Business

Response:

RMA was created and emailed to customer 8/**/2013

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]

The contents of cracked bottle is leaking fluid and can not be returned I would like a full refund

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

Sincerely,

Business

Response:

Please refer to attached original email send from [redacted]. He did not required a refund, rather a return label to send the product back. [redacted] never stated that the item was shattered and could not be sent back.

Account has been credited.

Review: Yesterday, 12/**/2015 I had somebody from this website steal my credit card information and purchase something for $123 from them. I had go ahead and call my bank, cancell my card, and file a dispute. I have tried to call them so many times and no one has answered. No matter what time I called, their machine continued to say their call volume was too high or I was number 48 in line of talking to someone. I am so beyond disappointed that their website claims" internet trusted since 1997" but yet they allowed somebody to steal my card and purchase from them. They ignored my emails of how infurious I am, and I believe they are a scam.Desired Settlement: For them to answer me back and acknowledge what they let happen and if the bank does not refund me then fragrancenet better.

Business

Response:

Account has been marked as fraud. The void has been dropped. Please have [redacted] verify with her bank.

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(Order #: [redacted]) with fragrancenet.com on 12/**/15 for 5 colognes/perfumes and opted to pay an additional $17.95 to have items shipped within 2-3 business days. I did not receive my items until 12/**/15. I then received all my items, but one. So now I did not have my son's Christmas gift and would now have to wait until after Christmas for an item I paid extra to receive before, to make things worst, they did not want to refund anything due to the inconvenience.Desired Settlement: I would have like fragrancenet.com to have overnighted the cologne I was missing, but at this point I would just like to be refunded the $17.95 I paid for express shipping.

Business

Response:

Customer contacted us and reship was processed and received on 12/**/2015. Refund has been issued for express hipping of $17.95.

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: On December *, 2015 I ordered a perfume that I intended to send as a gift to a friend for Christmas. I paid for Standard Ground U.S shipping (2-5 business days). When the perfume did not arrive in that time frame I tried calling FragranceNet to no avail. (An automated recording said they were unable to take my call to due to high call volume).

I tried cancelling the order by e-mail but received a reply saying the perfume had already been shipped and the scheduled delivery date was December **. The perfume did not arrive until December **, 2015 which was too late to send the perfume to my friend.

I requested a return label from FragranceNet and sent the perfume back. Unfortunately FragranceNet only refunded me about half of what I paid. I am very disappointed since I have been a loyal customer for many years.Desired Settlement: FragranceNet should refund me the full amount since they made the mistake.

Business

Response:

Balance of $13.46 has been refunded.

Review: Day 08/**/14 I ordered 2 colognes in the website (order [redacted]). I payed for fast delivery 4-5 business day and the order was send day 8/**/2014. But until now I dont have my order and the Fragrancenet dont return my emails. This is the tracking number for fedex carrier [redacted] and I dont have any other info... I want a refund or replacement for my order ! It never arrived and says ~on vehicle for delivery~ since day 09/**/2014...Desired Settlement: Send another order or refund my money !

Business

Response:

Refund has been processed. First redund for the out of stock item was on 8/**/2014 for $115.35. Send refund for the balance of order non-received was processed on 9/*/2014.

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: The company charged my credit card and then sent me an e-mail demanding another payment with bank swift.

When I tried to complain they just kept on sending me the same automatic letter demanding another payment, without any explanation where my money went, or when will I have it back on the credit card..Desired Settlement: Either complete refund to my credit card or delivery of the purchased items to the address assigned in New York.

Business

Response:

The hold on credit cards was voided on 7/**/2014. Can take a few business days to show on customers' account

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: When purchasing online from Fragrancenet, Inc., the customer is given a "free gift" of magazine subscriptions. Clearly many customers are not interested in such subscriptions as the provider (M2 Media Group) is well-known as a "crammer", trying to continue subscriptions after the "free gift" has expired, then billing the subscribers for charges they should not have incurred. I am aware of these types of operations and chose not to receive the "free gift" from Fragrancenet (and because of this decided to no longer purchase from them for this reason as well as that many of their "new" products are actually previously opened). Despite not wanting the magazine subscriptions, I was sent a default choice of "People Magazine" (and maybe more that I've not yet received).

Now I am inconvenienced with having to deal with M2 Media group to cancel my subscription before I am charged, and it's actually Fragrancenet's fault for giving them my personal information despite my disagreement with their "privacy policy".Desired Settlement: Fragrancenet needs to clearly identify their privacy policy, it is presented in a tiny window on their web site. Their procedure for requesting information not be shared with third parties is inadequate, is the procedure takes too long and is processed AFTER information has already been sent (which is automatic at the time of placing an order). Fragrancenet should also disclose who the "third parties" in their policies are; claiming they are "related" companies that will "market" to me is not even close to having "People Magazine" sent to me by a media group (not sure how the connection with cologne is made to celebrity gossip). Finally if Fragrancenet doesn't want to appear as an illegitimate business (and those rumors already fly on the internet), it should not even be doing business with M2 Media group which is know to have questionable practices.

In the meantime I would like Fragrancenet to contact M2 Media Group and have all magazines stopped and to have my information removed from M2's databases. The burden of this time-consuming process should not be mine as I did not knowingly consent to having this information shared with M2.

Business

Response:

[redacted]'s subscription has been cancelled per M2Media. It is important to note that customers are not "scammed" into the magazine offer. As evidenced by the attachment, one can refuse the offer.

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 response by the business is disingenuous. The document presented as "evidence" that the offer may be refused is nothing more than documentation from their website, which does not reflect the reality of how the ordering process actually operates. If an order is placed on the website, the "free offer" is presented. I definitely "rejected" this offer as I was given a choice of several magazines, none of which interested me. Despite my "rejection" of this offer, I started to receive magazine subscriptions against my wishes, and my personal information was shared with a third party, also against my wishes.This kind of inconsideration by businesses is why I reject this resolution until Fragrancenet.com can provide more positive proof that their website will not forward information to M2 Media unless the purchaser provides positive acceptance that they are subscribing to the magazine, meaning that a customer's inaction or requirement of "opt-out" will not automatically cause a subscription to be created. They should test their website for operation to ensure that it is in fact performing the way that is stated in their documentation, which at the time of my complaint it was not. To accurately check if the site does allow opt-out requires a purchase be made, and without assurances that it is working properly, I will not make a purchase to verify its operation, so I feel it is fair to ask Fragrancenet to do the checking.It seems the businesses involved are often of the position that no harm could

come by receiving a free magazine or two, but they often don't consider

all possibilities. In my case, my mailbox is quite small but sufficient

for receiving all my bills. While traveling, this billing-only mailbox

began receiving magazines, and so my mail was delayed causing a bill to

be delayed, and resulting in late charges.Previously, courts have viewed "inaction as acceptance" to be valid terms, but more recently have been rejecting these defenses in lawsuits where monetary or personal damages have occurred, especially when privacy policies are concerned. It should serve as a reminder that although Fragrancenet is a New York corporation, it is doing business in California and other localities and must make note of the codes in those areas (example: the California Transparency in Supply Chains Act is applicable to many large companies based outside of California that wish to sell to its residents). I hope that Fragrancenet can research this trend for themselves and see they should be distancing themselves from companies such as M2 Media that are not in compliance with current case law.

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

Sincerely,

Business

Response:

If [redacted] will refer to magazine details attached - it clearly states that a magazine subscription with a value of $20 is included with your purchase today. It also states on the 5th line of the details :If you prefer not to receive a magazine, you may request a rebate for the stated value by printing and completing THIS FORM..... also attached.[redacted] did read the offer in its entirety as evidenced by his comment that he was presented with a choice of magazines to select. Had he read the offer completely, he would have seen that he could have clicked the link to get to the rebate form and claim his $20.00 rebate instead of receiving a magazine.

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 business is continuing to argue the point using tactics which are similar to the way they do business. Before I address the response, I should add:THIS BUSINESS SHOULD NOT RECEIVE AN A+ RATING FROM THE Revdex.com. Due to the number of complaints and bad reviews outnumbering positive reviews, I'm shocked that the Revdex.com would continue to rate this business as A+ and allow the business to continue to prominently display such a rating on the front page of the website.The pictures being displayed by the business as "proof" are not in the normal flow of ordering. To even imply that a customer is "not reading" shows that this business exhibits a basic lack of customer service skills. That their site requires digging deep down into several pages of policies to assure integrity of private customer data should be troublesome to most consumers.The reality is that after placing the order, I was confronted with a "Free" offer window. I was not interested in the "Free offer" after seeing it was likely from unscrupulous magazine subscription sellers; I also was not interested in the $20 "rebate" offer as the trouble of it is hardly worth the reward. All I wanted was the product for which I placed my order, for which I received, nothing more and nothing less. Instead, my information was shared without my EXPRESS consent. That's all this is about, and Fragrancenet will not agree that this is what happened, and it seems the company is unwilling to discontinue this questionable practice. Instead, they will continue to respond to the complaints with non-related excuses. The website also states that the magazine is "Entertainment Weekly" or that men will receive "Golf", but I got "People" which is another part of the problem.The longer Fragrancenet continues to try and blame me for the issue, the longer I will continue to dissuade others from purchasing there. If the company had responded to this complaint with an apology and an inquiry into the website to ensure it does business as it should, I was prepared to accept the resolution and then make another purchase--I only buy high end products and it would have been many hundreds of dollars. Now they've lost my business and probably the business of others. Blaming customers rather than having genuine concern for business practices does not warrant a positive rating from the Revdex.com, but at least the handling of the situation will now be viewable by all.Even some of the product that I received, which was advertised as "new", had been previously opened and should not have been offered as new. I am not debating that issue here because there is a return policy in place but I shouldn't have to use that policy.

Sincerely,

Review: Order [redacted] .

I ordered from [redacted] for shipment to friend in ** Shipment was to go via [redacted] - was dropped off at local [redacted] outlet and then returned to vendor without delivery attempt and without calling the recipient or myself.

Vendor offered to reship with same freight service. Out of stock on shower gel. Would not offer rain cheque on shower gel or expedite shipping.Desired Settlement: I want the order sent via expedited freight and the shower gel shipped out at the original price within 30 days.

I would also like an apology for this mess

Business

Response:

This customer's first package was returned to us due to an incorrect zip code typed incorrectly by [redacted]. Please refer to attached confirmation email which verifies that [redacted] entered the order complete online - was then imported into our database with NO human intervention. We reshipped all of the available items and refunded one that was no longer in stock. Customer blames us for wrong zip code. As you can see from the attachment, it was entered wrong.

Consumer

Response:

Both the vendor and the courier were provided with telephone numbers which are specifically provided in order to forestall issues such as this. No attempt was made to deliver or contact, and while the Post code may have been incorrect ( I cannot verify either way) the address was fine, and that is where a packet is delivered.

In addition, I contacted both the vendor and [redacted] on this order prior to the shipment being returned as I had noticed a lack of movement and was concerned about the packet being handed over to the [redacted].

Both parties assured me that there was no issue with the packet, and that it would be delivered during normal timeframes. Obviously, this was not the case. I believe I went above what a customer should have to do in order to get a packet delivered, and was still not successful.

Re: the out of stock product - it will take several weeks for me to see the refund on my card as I am a [redacted].

All I had asked for was to have the reshipment expedited in order to attempt a normal delivery window and to be provided with the out of stock product at the original price I originally purchased it for - not exceptional requests.

I will say that Frangrancenet.com has certainly shown what they believe is an acceptable manner to treat regular customers, and it s not at all flattering to the Company

Regards,