FragranceNet.com, Inc

Review: On 4/*/2013 I purchased four products from Fragrancenet.com. One of them, a Biolage shampoo that I had been using for years, was clearly am imitation and when I contacted them about it, they let me return it. Some time passed, and I began to question the authenticity of the other products from that order. I went to a legitimate Dermalogica stockist to compare the "real" products to the Intensive Moisture Balance and Intensive Eye Repair that I had received from Fragrancenet. They were clearly, obviously different in texture and scent. I spoke with Fragrancenet customer service on the phone and also through email, and they refuse to take back the imitation products. They claim they never sell counterfeit products, but that is clearly a lie, as I had received the imitation shampoo from them, and there are numerous complaints online about them. They have a "100% Genuine Guarantee" on the main page of their site, which is clearly not being honored. Most disappointing though, is that they are a Revdex.com Accredited Business, which is why I though it was safe to order from them. Please consider revoking any affiliation with them.Desired Settlement: I would like to be refunded the money I spent on these counterfeit products. The Dermalogica Intensive Moisture Balance was $46.80 and the Intensive Eye Repair was $36.80, plus I was charged sales tax for these items.

Business

Response:

Order was placed on 4/*/2013 which included 5 products: a Davines glossy putty, Davines conditioner, Biolage shampoo, Dermologica Eye Repair and Dermologica Moisture Balance. On or about April **th, customer contacted us to return the Biolage shampoo, claiming it was fake. Although not an imitation, we issued an RMA for the product, against policy (clearly stated on our website: You may return any unopened merchandise (except Skincare, Haircare, and Makeup items) in its original condition, including original packaging and packing slip within 30 days of receipt and you will receive a full refund less shipping and any gift wrapping charges.

We charge a 20% restocking fee for any merchandise not returned in its original condition and packaging.

Any shipping cost you incur to return the product to us will not be refunded.

Shipping cost is non-refundable for undelivered, unclaimed or returned packages, unless we made an error.

We do not offer refunds or exchanges on Skincare, Haircare, or Makeup items due to health reasons. Please make your selections carefully. )

Customer then contacted us again today (AFTER making claim with the Revdex.com) stating that two other products were imitations. Again, we do not sell imitations and this request is far beyond our return limit, including the fact we do not accept returns on haircare, skincare, or make-up added to the fact that she is trying to return 3 months after purchase.

Additionally, FragranceNet.com did offer a $10 gift certificate as compensation which she refused.

Business

Response:

Customer did claim shampoo was fake when she requested RMA for it. We do not sell fake or imitation products.

RMA was issued for the shampoo according to our 30-day return policy, although our return policy clearly states that :

We do not offer refunds or exchanges on Skincare, Haircare, or Makeup items due to health reasons. Please make your selections carefully.

Customer is asking for a refund on product that she has had in her possession for three months. At the time of her original request, had the customer asked for a refund on these products, it would have been honored.

Consumer

Response:

[redacted]:

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

Fragrancnet should consider removing the "100% Authenticity Guarantee" because they do not honor it. The products I received from them are imitations, and they will not refund me. While I do not believe that all of their products are imitations, I know for a fact that some of them are--their repeated claim that they "do not sell imitation products" is patently false. Had I known at the time that I returned the shampoo that the other products were imitation, I would have returned them as well. As it is, they've been barely used because they are garbage, probably a basic moisturizer purchased at a drug store and pumped into counterfeit bottles.

I am not the only person to encounter their imitation products. A quick google search finds many others who received imitation products from Fragrancenet:

Again, Fragrancenet is not a reputable business. They do not honor their guarantees and they sell imitation products. A reputable business would have refunded me for the imitation products I have received from them, and they would have done so without putting up such a ridiculous fight about it.

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

Sincerely,

Review: FragranceNet advertises and claims its products as

"All of the products showcased throughout FragranceNet.com are 100% original brand names. We only carry genuine brand name perfumes, colognes and beauty products. Absolutely NO imitations or knock-offs."

However it is false... The packaging looks real but the fragrances are completely fake.... One of the items I ordered had the authenticity code ripped off of the inside of the box, which can only be done if the package was opened and then re-wrapped... The fragrances initially smell close to the originals but wear off to nothing very shortly after...Desired Settlement: I really would like to send these fakes back for a refund.

Business

Response:

Return Merchandise Authorization created and return label sent. 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: I ordered a bottle of cologne through walmaart.com. got the shipping conformation that it would be shipping from FragranceNet in an email. On Nov [redacted]. With an est delivery date of Nov. **-[redacted]. It is now Dec [redacted] and still have not received anything. I tried emailing them and they sent back that they don't have any record of anything so I sent them the recipt showing that they Were the ones shipping and the delivery dates and never got another response. Then I tried to call them I was called 49 sat on hold for over an hour before my land line phone was disconneted as I got to be number 6.. I wasn't aware a land line just disconnects. So I called back right away... And I am magically number 49 again. I really believe this is some sort of scam so they don't have to answer the phonesDesired Settlement: I want the product I paid for... I paid for it. I have the recpiet and I never got it. I just want what I paid for.

Business

Response:

Customer has been refunded in full

Review: I placed an order on June **, standard delivery of 4-7 days, order shipped on June **, when I called customer service looking for the order, (after I was on hold for 23 minutes) was told it would deliver on the [redacted], which is 9 business days. The representative was a complete jerk, told me I should have paid for express shipping if I wanted it on time, I will never order from this company again,Desired Settlement: I paid for standard shipping of 4-7 days if the product shows up the end of this week it will have been 9 days, why pay for standard shipping at all??? I asked if my card was charged which it was, at this point I don't want the order any longer but the representative said I will receive exactly what I ordered the end of the week

Business

Response:

[redacted] placed her order on 6/**/2015 for a total of $37.94, not $43.00. Her order will delivered on 6/**/2015 -- the 8th business day. [redacted] spoke to a senior Customer Service Representative (who is not a jerk) and she explained that standard shipping is not a guaranteed service. If [redacted] would like to return her order, she will need to contact us for a Return Merchandise Authorization

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] When I placed the order, my understanding was the days of standard shipping, which the company did not deliver within. I called looking for when the order will deliver and the customer service representative was VERY Rude and said maybe I should have paid for express shipping, 8 days is not their standard shipping timeI will never order from this company again, obviously their delivery days are a joke, from reading other reviews, I am not alone in regards to the delivery. I feel my shipping charges should be refunded, if I wanted to return the merchandise, obviously I would have to pay to return this which I am not going to do

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

Sincerely,

Review: I ordered 2 products, Samsara (eau de parfum spray 3.4 oz) $73. 99 and

L'Oreal advanced revitalift $7.89. The Samsara is definitely a fake and not the authentic product. The L'Oreal product was open when I received the product. I have called the company repeatedly and I am kept on hold each time for more than 10 minutes and never actually reach a customer service representative.Desired Settlement: Prompt Refund of $71.23

Business

Response:

Return Merchandise Authorization has been created and label to return product has been emailed to customer. Upon receipt of return, refund will be processed

I can not understand these issues... I had the chance to buy $1.200,00 in the last 2 months at the Fragrancenet.com and I rceived the perfums Intact, extremely genuine, brand new, never with one tinny discrepancy , and I am a perfum lover since 16 years old! Now I am 54 years and I am not here to play games! I AM A FOR REAL COSTUMER. I CAN PROVE
I know that at festive special dates as valentines, mother and father day, [redacted]'s obviously it is a huge traffic to even try call and talk with CSA. I CAN NOT RETURN AN ORDER CAUSE IT IS SOO MUCH BUSY But the pieces are very low. Perfums genuine as I had fake ones in another web sites. Super fast delivery. Gorgeous safe packing. Maybe people are dealing with bad employees. I AM A COSTUMER SERVICE professional. I have seen co-workers offering terrible , despicable , very bad help. I GIVE MY BEST. I GET A JOB DONE! I think that maybe the company need to exchange some employee to get a great service. I need return an order and I'm having a bad time. I will try and I do hope I will not file a complain because the company makes me excessively happy in every way and performance. [redacted]. USA
Sorry about my English I am from France (mom) and also Brazil (dad) ??
Thanks

Review: I called on 8/**/2014 to request a product return since I was not satisfied with the quality of the product and I did not think it was authentic. I gave the agent the name of the product Sisley Botanical Intensive Day Cream, explained to the agent that I did not have the order number, could she look up my purchase history? I went on to let her know I had about 85-75% of the product remaining and she promptly issued a return authorization via email. When I reviewed the details of the RMA # the agent had issued the RMA for the Sisley Night Cream, which I had ordered and just received Sat. 8/**/2014. I again called and asked to speak with [redacted] (?) and when I explained she had issued the RMA for the wrong cream, she said she could not find an order in the order history indicating I had purchased the Day Cream. I asked her to look closely since I do purchase a great deal of Sisiley product from FragranceNet.com and have done so over the years. She continued to assure me she could not find it. I asked to speak with a [redacted] and she claimed there was no [redacted] on the floor and that my only option was to email "[redacted]". I again asked to speak with someone above the agent or "[redacted]" and she continued to repeat that my one option was to email "[redacted]".

Over the years I have purchased thousands of dollars of product from FragranceNet.com and never would have never expected to be treat in this manner over what they claim as satisfaction guaranteed. Well I'm not satisfied, and expect to be reimbursed the entire amount offor the purchase for the product which does not meet my staisfaction.Desired Settlement: I will return the product and upon receipt of an RMA and expect full credit to be issued to my credit card upon receipt.

Business

Response:

[redacted] called our Customer Service Department to request RMA to return a skincare item she was not satisfied with. We did NOT decline the return, however when [redacted] gave the CSR the description of the item, it is not on any of her recent past orders. [redacted] states item is a DAY cream, however the order #[redacted] she gave to the CSR shows the night cream.

We would be happy to issue a refund, but we need the order number that corresponds with the item she wants to return. Our system cannot process a return for an item without the associated order. Please have [redacted] provide the order number that corresponds with the night cream she would like to return.

It is important to note that [redacted] has not made any attempt to contact [redacted] and there is no order in our system for [redacted] from January *, 2013. Possible she ordered from another company?

Review: I had ordered a perfume for my daughter. It is the wrong one. There was no return label sent with the order. I have contacted the company twice to either exchange for the right one if they have it or a refund. I have not received any response from themDesired Settlement: I will exchange if they have the right one. Or I want a refund

Business

Response:

Return Merchandise Authorization created and sent return label to customer.

Review: I bought a perfume for my girlfriend as a Christmas gift on Defember [redacted]. I would like to return it an get my money back. Their website says for exchanges/returns email them and they will email you back with an "RMA #" which must be included with the item in order to return it. I sent the email yesterday and have not heard back. I called them 3 times today and all 3 times it says "[redacted]". Their website also says you have 30 days from the date the item was purchased to return it and that 30 days is coming soon for me. Please help me! The web order number is [redacted]Desired Settlement: I would like all of my $100 dollars back.

Business

Response:

Return Merchandise Authorization has bee processed and return label sent to customer. Will refund upon receipt of returned 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 have sent 3 emails and tried calling and was on hold for over an hour and hung up since no answer. I have made 3 purchases from this company and my credit card was charged. 12/*/14 ,12/**/14, 12/**/14 the complaint is for 12/** requested a perfume Exceptional (because you are) and never received. I either think want the perfume or refund the charge of 41.94. from 12/**/14.Desired Settlement: or refund the charge to account.

Business

Response:

Package was never received by customer as it was lost in transit by the common carrier. Processed refund in full.

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 3.4 oz. bottle of what was supposed to be Liz Claiborne "Realities" EDT spray for my wife, who had been using this for years. Liz Claiborne is no longer a active company. Upon testing this, my wife said this is not genuine "Realities" and the markings on the bottle are not the same as her original one. I believe this to be a "knock-off". I have submitted a request for refund to my Visa via their online contact form. Their website states "absolutely no knock-offs" My attempts to reach them by phone (as of this writing) resulted in either busy signals or a hold time greater than 20 minutes, at which point I stopped waiting.Desired Settlement: To have a full refund to my visa for $32.54 and for this company to be investigated for selling knock-off products. I can provide a picture of the product for review.

Business

Response:

Customer was emailed yesterday. Return Merchandise Authorization created and 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 placed an order on 11/**/15. On December *, 2015 I received notification that the order was "Shipped on 12/*/2015" via [redacted] and was given a tracking number. In tracking the package, [redacted]'s site stated that only the shipment information was sent to [redacted]. I have tracked that package for 8 days, but it never was sent. The message on the [redacted] site is "Shipping label has been created. The status will be updated when shipment begins to travel." Fragrancenet.com replied to my 3rd email and placed the blame of the carrier, [redacted], so I contacted [redacted], and found out that [redacted] never had received the package. I emailed Fragrancenet 3 more times today alone out of pure frustration; no one has replied. I have tried to call Fragrancenet back many times, but you are unable to get through. You are diverted to a recording that tells you to call back another time, as they are overwhelmed by calls. I finally got through today at 4:25 and was caller 49 in queue. At 5:17, I was caller 17 and then, mysteriously, a recording came on and told me they were unable to take my call and to call back another time. I guess it was quitting time??? So I never get to speak with anyone and they do not reply to emails. How can you resolve an issue when you can't reach anyone and even when you DO get through, they just disconnect your call!Desired Settlement: I want that package. Now. This place of business is in [redacted]. I don't care if they have to walk it here - which they could have done twice in the time i've been waiting for it to arrive. They've had my money since November 30th. These are Christmas gifts and I am owed that delivery. If they cannot make the delivery, I want all of my money back. Immediately and Overnighted to me in the form of a check. I will not wait for their "Processing Time" for refunds. They can't get a 2.6 pound package 70 miles away in 11 days? The refund will take 4 months for me to receive and that money is budgeted for Christmas - I need it back WELL before Christmas. This is totally unacceptable.

Business

Response:

Tracking has been updated with common carrier. Delivery is scheduled for 12/**/2015. Can be confirmed at [redacted]; tracking # [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:How do I continue this complaint? After receiving my order, I need to make a return and the only way to do this is to call customer service and obtain an RMA. Good luck reaching someone. I have emailed 4 times, called countless times and was unable to reach someone and THEN, on two occasions I got through, was told I was caller “49” in queue, held on for almost an hour each time only to be dropped. Do they even have people answering the phones? I need to return a bottle of Obsession and cannot get through. What is it about this company? I’m not done with my complaint. Consider this part 2. [redacted]

Business

Response:

Return merchandise Authorization has bee processed and return shipping label sent to customer.

Review: I've been trying to contact this company with no success, to cancel my order and a refund. Recording keeps coming on stating they are experiencing a heavy call volume and the phone hangs up. It doesn't give me the option to remain on hold and wait. I've called several times seeking a representative. I was on hold for 30 -45 mintues at a time when selecting the warehouse option just to get someone on the line, but of course no luck. I received a email stating my cancellation request was denied and to contact the company. Why was I declined without reason? There hassle free return policy states all I have to do is contact them for a return label. How can I when no one answers the phone? All I want is my money back is that to much to ask.Desired Settlement: Refund

Business

Response:

Order shipped 12/**/2015. Return Merchandise Authorization has been processed and sent to customer to return the product upon receipt. Additionally, orders can be cancelled on the web site.

Review: I have dealt with this company for several years and have not had a problem before. On October *, 2013, I submitted an order for two items and paid with a credit card. Upon speaking with the female for whom one of the items was intended, she indicated she preferred another scent. I e-mailed the company within less than an hour and indicated I wanted to make a change. They e-mailed a reply that they had cancelled the original order -- their order #[redacted] -- and that I should re-submit an order for the correct items. I have their cancellation e-mail. I ordered the correct items and received them -- their order #[redacted] When my credit card bill arrived, it showed I had been charged for both orders. I never received the order #[redacted]. I sent an e-mail requesting a credit be issued -- no reply. The next day or maybe the second day, I sent another e-mail with more specific information and again requested a credit be issued -- again, no reply. I finally sent a third e-mail indicating I would attempt to resolve this without their input. I was quite upset. I have yet to hear from them.Since I am unable to decipher the specific transaction from the credit card bill, I am out either $73.90 or $79.37. I am 68 years old and cannot afford to pay for items not received. I spent more than I should have to begin with but this was a special occasion.I realize the dollars are most probably gone; however, perhaps someone else will benefit from my loss.Thank you.Desired Settlement: I would like to have either the $73.90 or the $79.37 refunded.

Business

Response:

Order #[redacted] was refunded on 10/* for $79.37 per customers request to cancel.

Order #[redacted] was shipped and received by the 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 contacted Fragrance.net about the following and they refused to accept responsibility.

I would like to request a refund of the shipping charge because:

•I paid for expedited delivery of 3-5 days. I did not receive until 6 days later.

•The delay was caused by an error on their end. They provided the wrong zip code to the carriers, so it was marked as undeliverable by [redacted]. My zip code is [redacted], they wrote it up as [redacted] :(

I bought as a Xmas gift (why I paid extra for delivery) but due to their error, it was delayed. Ended up bouncing around all over Las Vegas. Thank you.Desired Settlement: refund of shipping charge $9.00

Business

Response:

Shipping refund of $8.95 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: purchased items from this company. Items were never delivered, waited 45 minutes in a line of 50 others, person answered, think he was still in bed, passed me to another line which was supposed to be for current orders, had already tried that line, no one answers it..please research this company and the scam they are pullingDesired Settlement: To refund and answer the phone and not take peoples funds, please read their endless complaints

Business

Response:

This package was delivered on 12/**/2015 at 1:59pm by the Post Office. Please confirm receipt.

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 a cologne from the site in early December. After receiving the product I then realized I ordered the incorrect item and wanted to return it. I n their return policy it states you must contact customer service to receive an RMA number before sending out. I emailed and called customer service since the week before Christmas and never got a response. Every time I attempted to call the automatic response said they were receiving high call volume and to try back later. I called consistently and the same message repeated. I also have emailed customer service/info several times and have never received and email with the RMA number. It has now been over a month since ordering the product and I would like my money returned to me. The product has not even been opened from it shipping packaging. They advertise a hassle free return policy but never get back to you .Desired Settlement: At this point I would like to be bale to return the product and receive my money back ASAP without the processing time.

Business

Response:

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

Review: I ordered Christmas gifts (hermes cologne and Mont blanc perfume) from Fragrancenet.com. The box arrived, howerver one of the bottles had licked all the perfume into the entire box ruining the other cologn too. I tried calling the numer provided on the website, but it is always busy. I sent an email also a live chat message to the customer service department, and never got an answer back. Now I'm stuck with two bottles of useless fragrance that I paid for and noone wants to take a responsibility of exchanging or returning the damaged items.Desired Settlement: I would like for a customer service representitive to contact me to resolve the replacing issue of the frangrance.

Business

Response:

FragranceNet.com does not have a live chat - no way this customer utilized this tool on our site. Refund has been processed for damaged bottle

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 resoswer Here]

The statement regarding the refund is not true. I did not receive any refunds as of 8:25pm Jan *, 2015. I am willing to fax you my bank statement proving. The

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

Sincerely,

Business

Response:

Refund was issued on 12/**/2014. Can take up to 7 business days for customer's bank to refund her card. Please have customer check 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. The deposit was made to my account on 1/*/2015. Thank you very much!!!

Sincerely,

Review: Placed my order six days ago; Fragrance.net sent the shipping info to [redacted] five days ago. FedEx has yet to receive the actual product for shipping.

This is absolutely unacceptable, and I have called on a few different occasions with no resolution. If the situation remains unchanged as of Monday, 14 Dec 2015, I will reverse the charge on my card and consider legal action against the company.

I paid for seven-day shipping (technically 4-7 days), and that's what I expect. Anything beyond this will cost Fragrance.net dearly, I can promise.Desired Settlement: One of the two following things are guaranteed to happen:

1) My order will be shipped on 14 Dec 2015, or

2) I will be refunded the full amount for both the product and shipping.

Business

Response:

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

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 company states that it has issued a refund, but no refund has been issued as of yet. This is the same company that said my purchase would arrive in 4-7 days, and it never came. I accepted their lie the first time; I will not be fooled so easily the second time around. This issue is absolutely NOT resolved.

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

Sincerely,

Business

Response:

Refund was issued on 12/**/2015 and can take up to seven (7) business days for it to process through credit card company. We cannot expedite as we have not control over the process

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 product was not delivered as advertised. The very latest it should have arrived via [redacted] was on ** Dec 2015; it arrived yesterday, ** Dec **15. Regardless of any refund, the business promised one thing, and failed to meet the standard. Not only will I never do business with this company again, but I would recommend anyone against doing the same.I expect a business to act like a business, and this company failed in that respect. I am definitely not satisfied.

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

Sincerely,

Review: I sent an item back from my order because it was broken and half full, the company send me a rma and I sent the item back but I have wrote 2 different emails to check on the progress of my order any rer and I have not have any return from themDesired Settlement: I would like that my product to be delievered asap

Business

Response:

RMA Processed and replacement has been sent