FragranceNet.com, Inc

Review: I received the bottle of perfume and the bottle had a crack and had leaked. I have tried to contact them several times being on hold for over an hour each time ... if you can get through to the waiting list...several attempts I was met with they are to busy ...please call back. On 1.**.16 I Finally got through by , hitting the button to place a new order... waited 40 minutes.. once I told them that I had an complaint about my order, I was put on hold and forwarded to customer service where I received a automated voice saying , please call back , we are to busy.Desired Settlement: exchange or refund

Business

Response:

Order was placed 12/**/2015 and delivered 1/*/2016. Refund issued.

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 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: 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: 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 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: 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]

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 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,

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 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 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 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.

Great experience got my products within the second day they were also real colognes. It also came with samples of other colognes which was unexpected. Definitely we continue purchasing from this company and will also recommend to other people.

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: 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: 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: 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 ordered some things from this company and I never recived the items. They took my money and I never recieved anything. They are yet to respond to my email in attempt to resolve the issue. Nor will they answerthe costomer services line their website provides.Desired Settlement: I want wmhat I ordered right away and a responce from someone at fragrancenet.com

Business

Response:

Customer contacted us on 2/**/2014 at which tine he was asked to contact us again on 2/**/2014 if package had still not been received. The post office attempted delivery on 2/**/2014; no one available to receive the package. Customer needs to pick up his package, request redelivery from the post office or contact us again.

Review: Order was placed for 1 bottle of Viva La Juicy Perfume and 1 Cameleono Makeup kit. with Fragrancenet.com On Decemeber **, 2014 at 8:47pm. Both items were in stock and promised for the Christmas Holiday delivery. Order confirmation was received on 12/**/21014 and completed payment of $59.23 was also authorized on 12/**/2014.

On 12/**/2014 this order still only had a "received" status. After several attempts at calling the customer service number to no avail, I sent customer service an email asking for an update as to where my order was and why It still had not been processed for shipping. I made it clear these items were Christmas presents and at time of ordering the products showed up as in stock and available. Also that I had ordered well in advance to assure delivery before Christmas. I received an email back stating there was a delay in my order and it had been put on hold. Since they valued my business I was supposed to be given a 10% DISCOUNT. on this current order. I emailed again on 12/**/2014 asking if this order would arrive before Christmas, also asking how they intended to issue the 10% discount and expressing my disappointment in the customer service. I received a reply that stated only that refunds can take 3-7 days. Again I emailed asking for my questions to be answered on when I would receive this package and to please address my concerns. I received NO reply . I sent another email on 12/**/2014 again asking for my questions on delivery and the refund to be answered. Also stating that this is now a big inconvenience since I now have the funds tied up with their company and can not just run out and replace the items. Again NO reply from Fragrancenet.com . On 12/**/2014 the order finally shows up as shipped, however it is not even scheduled to be delivered until Monday 12/**/2014 & I have not received the refund. This customer service is completely unacceptable and at this point I can not even get a return email from the customer service department.Desired Settlement: I would appreciate if Fragrancenet would honor their promise of delivery BEFORE Christmas and the refund they promised me by email. It is only fair for this company to Make it right. It has now left me without 2 Christmas gifts and without the funds to replace the items . They failed entirely at honoring their sales commitment. Fragrancenet is obligated to make this whole transaction Right with me. This experience with Fragrancenet has been completely Unsatisfactory.

Business

Response:

Additional 10% applied to order for the delay in shipping. Package was delivered on 12/**/2014 - customer notified.