FragranceNet.com, Inc

Review: I purchased a bottle of perfume via the company website on 11/**/14. It arrived approximately 10-12 days later. The company advertises (on the website) "Hassle_Free Returns" further stating customer must call a RMA number from the customer service department. I tried unsucessfully to call them repeatedly throughout the remainder of December. All I got was a recording that said a representative would be with me shortly. I was on hold over two hours on one of those calls. I also tried to send an email to the advertised contact address [redacted] without response. I faxed them on January *, 2015 requesting the needed RMA number. No response.Desired Settlement: I would like to exchange this bottle for a fragrance that I know works on my skin chemistry.

Business

Response:

Return Merchandise Authorization created and sent to customer. Customer will not be charged for return shipping.

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: Received two bottles of perfume that had no fragrance just some form of liquid, and two bottles of body lotion with a rancid smell. First call to company before Christmas took me a recording that stated there were

No operators available and to go to website. Sent an email, to date no response. After Christmas I made another attempt to speak to an agent, but to no avail, I was again prompted to go to the website. Today, January ** after a one hour thirty seven minute wait for an agent to answer, a female voice asked how can I help you, or words to that effect. I repeated almost verbatim what is written above and asked if she can help me. After she said "[redacted]" the recording played in my ear to go to the website!!! Never had such an experience. No respect for the customer or their money.

Please advise.Desired Settlement: Send a [redacted] sticker so I can return the products, and a full refund on my credit card..

Thank you.

Business

Response:

Return Merchandise Authorization created and return label has been sent to customer. Refund will be issued upon receipt of return package.

Review: Around Dec. ** I ordered 2 items from FragranceNet: 1) A bottle of perfume and 2) a $50 gift certificate. The total of this purchase was $109.34. A gift certificate number was emailed to me for my Mom. However, my wife's perfume did not arrive in time for Christmas. I wrote Fragrancenet.com to tell them about this and they claim to have refunded my original method of payment. However, to date they have not refunded the payment to my debit card. On. Dec. ** I did receive the perfume. I wrote them an email stating that I had received the perfume and wanted to keep it for my wife. Therefore, if a refund hadn't been processed, I would not need it as I am certainly willing to pay for what I have received. I then received an email from them stating that they were going to, without my authorization, charge my debit card again for the amount of the perfume ($59.34), and indeed they did charge me again in this amount.

My problem is that I've been double charged this amount, $59.34, and the company has been non-responsive to my issue. They basically stated that I authorized them to charge my card again by saying I was willing to pay for what I received. However, since they haven't ever refunded the amount, they have in effect charged me double. I've contacted my bank and am contesting the second/unauthorized payment from my card. I believe that this is just a simple mistake on their part. Perhaps they did refund another customer this amount, but neither I, nor my bank am able to see a refund to my checking account. I'm not trying to disparage this business, I just am upset that we couldn't resolve this between ourselves and that they haven't followed through on their promise to refund me. Being charged double and having to go through all of this hassle with this complaint and my bank is quite an inconvenience when this matter could have been settled very simply by 1) not double charging me or 2) being reasonable enough to see that this is their mistake.Desired Settlement: I would like an apology for the terrible customer service via email messages I received from Fragrancenet.com as well as the refund of the $59.34 that I have been charged twice for one bottle of perfume. I've tried calling them to resolve this but the phone is either busy or remains on hold for too long for me to wait.

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 vendor credited my debit card on 12/** for the amount in question. Thank you for your help.

Sincerely,

For Christmas I purchased some colognes to give as gifts to some guests that were visiting from out of town. Fragrancenet.com was offering free shipping, but to be sure I had a gift for my guests I paid the high priority mail service. I received my cologne, but it was clearly returns. They were used, opened and damaged boxes. I tried to call for days but they were refusing any calls. How does a company cut off customer service days before Christmas. They could have easily fixed this, but am still on hold for 39 minutes with 9 people still in front of me. I still do not have a refund after I had to wait over an hour at the post office to return their garbage back to them. I still do not have a refund even though they said they issued me one. This company falls way short on customer service. I am sure they lost lots of customers so they won't have such a busy season next year.

Review: I ordered an 8oz bottle of Green Ralph Lauren Polo cologne which I have been using for the last 35yrs, spray, it always smells the same and lasts for hours after spraying, the product I recieved looks OK but after opening it yesterday It smells like nothing more than slightly scented alcohol, not even close to the polo scent that I and my wife have come to know for years, obvisously this is some fake whatever that was packaged in the polo box that I have now disgarded, because I opened the box and placed the unopened bottle next to the existing bottle of Green polo that still had a little perfume in it. I have tried calling customer service now for two days and have literally been on hold for over two hours combined, no answer on ther partDesired Settlement: With the real McCoy, REAL smelling authentic smellin Green Ralph Laured Polo Cologne in the 8oz spray bottle please, or if thats not possible a full refund of this purchase price

Business

Response:

Return Merchandise Authorization created and label emailed to customer. Refund will be processed immediately upon receipt of returned product.

Review: I ordered two fragrences from this company, both over $87 (they were both discounted with a coupon). When they arrived, one was packaged perfectly (cellophane wrapped box) but the other was a disaster--no cellophane, a box that was dented with torn flaps, a bottle with smudges and fingerprints, and all the other other hallmarks of a USED product (except for the fact that the bottle was full). This was intended as a Christmas gift, but I can't possibly give this product to anyone in this condition. All my efforts to contact the company's customer service department have been fruitless. I contacted them by email a week ago, urging them to respond before Christmas, and I have heard nothing. When I try to call, I get nothing but a odd-sounding busy signal (like the phone is out of order)or--after approximately 7-10 rings--a recording that leads nowhere. The only time I get a reasonable recorded message is after hours, which are (astoundingly, at this time of year!) weekends and anytime after 5:00 p.m.! I'm beginning to think this company is avoiding all customer service calls or has gone out of business altogether! I need help!!Desired Settlement: I would like to have the used/damaged product replaced with a new, unopened one. If that is not possible, I would like a full refund.

Business

Response:

Return merchandise authorization created and customer notified via email.

Review: I purchased cologne for my husband’s birthday and chose the “gift wrap” option for an additional $3.99. When the cologne arrived, it was not gift wrapped. It was simply placed in a box with the company’s website address and logo printed on it. Inside, shredded paper surrounded the cologne. The “gift card” that I requested was sloppy; it had perforations around it and still had pieces of the previous card attached to it. Gift wrap to me means wrapped in gift paper with some type of ribbon or bow, which is what I am used to receiving when I pay for gift wrap of an online purchase. Gift wrap is not having the item placed in a box with the company address and logo. The gift card was hardly worth presenting to my husband. It looked like it had been poorly produced. I emailed customer service twice requesting my $3.99 back, but they ignored my emails and never responded. I am requesting $3.99 for not receiving any gift wrap or an appropriate gift card for my husband’s present. I also think that their customer service is poor; they have an option to email them, but apparently, they don't bother checking their emails or care about delivering good service to a customer.Desired Settlement: I would like a credit on my credit card that I used for the original purchase of $3.99 - Order Confirmation #[redacted]. Thank you for your assistance.

Business

Response:

Refund has been issued for gift wrap and emailed customer with gift certioficate

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]

No refund was issued. I checked with my bank, and they do not show a credit for $3.99. I used my debit card MasterCard from my bank for the original purchase. In addition, Fragrance net did not send me a gift certificate as they indicated in their response.

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

Sincerely,

Business

Response:

$3.99 for gift wrap was successfully transmitted on 5/**/2014. Gift certificate resent again

Review: I purchased a product that from a website that claims to only sell authentic products, no fakes or counterfeits, and this product was in fact not authentic. It was a face creme by Sisley, a very expensive brand of skin care. I have made many purchases through this company's website over the past 10 years and never experienced a problem until now. They refuse to honor the complaint, stating that the purchase was made over 30 days ago. These products by Sisley run in the hundreds of dollars per product. They are quite expensive and meant to last a customer from 6 months to a year before a replenishment is required. It is completely unreasonable to expect me to have opened this product in the amount of time they required. My purchase history is long and costly with this company. I am appalled at their responses and unwillingness to make this right. I am also quite shocked that they would sell an imitation or a knock-off when their company guarantee states the opposite.Desired Settlement: I would like a replacement product or a store credit, or a refund, any of these three would suffice.

Business

Response:

As a long time customer knowing our return policy, [redacted] should have inspected the product upon receipt. A Return Merchandise Authorization has been processed and a return label sent to return the product to us. Since the time passed is far beyond policy the refund can only be processed in the form of a Gift Certificate. The Gift Certificate code is: [redacted] in the amount of $586.48.

Consumer

Response:

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

Sincerely,

Review: I purchased products online and paid via [redacted]. This company sent me the wrong product instead of the one that I ordered. I emailed them and they said I would have to return it. I have tried calling for four days and get a recording that says due to the volume of customers they cannot take my call. This is inexcusable!!! They say you must have a number in order to return the item but they do NOT respond or answer the phone!! I want a refund and I will NOT purchase from them again. The problem is I cant return it without being able to contact them!!!Desired Settlement: I want to send the product back and get a refund. I asked for an exchange three days ago through the email and they sent me an email that said I would have to contact customer service....the number they will not answer.!!!

Business

Response:

Returnf Merchandise Authorization has been created and label sent on 12/* customer. Refund will be processed upon receipt of the return.

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 becaI have NOT received a return label nor any other messages from FragranceNet.com concerning this order. I have only received numerous sale emails but nothing else addressing my return or where to get a label. I used the shipping label from Shoprunner to return the product and will NOT be ordering again in the future due to this type of poor customer service and not being able to speak directly to anyone concerning my order.

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

Sincerely,

Business

Response:

Return label was received as we have received customers return. Refund of $51.09 has been processed to [redacted] 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: I have ordered two (2) ea. bottles of 4711 Cologne 27 oz but received only one (1). I emailed them regarding the issue but received no response. I have called them several times but the phone is either busy or tells to call later.

They must credit my credit card account for the one cologne that I never received.Desired Settlement: Crediting my credit card account for $31.46.

Review: I placed an order for perfume as a Christmas gift on Sunday 12/** and paid $13.95 for expedited shipping. I have not received my order as of 12/** and when I tracked shipment it says it will arrive Saturday 12/**. This shipment was GUARANTEED DELIVERY in 2-3 days, 12/** according to when I placed the order.

I attempted to reach the business by phone multiple times. The first three times I called, I chose option "2" for existing customer service, which generated an automated message saying that there were "too many callers" and to call back later. The call promptly hung up. The fourth time I tried calling, I instead chose the extension "1" for "place an order" and after 51 minutes on hold, I was answered by someone who promptly hung up on me, while mumbling something under her breath. I then sent an email to the company via their online system but received no answer as of yet.

I paid for expedited shipping as this was a Christmas gift, so I will now be disputing the charge on my credit card and I also wish to file this complaint as this customer service experience is truly abysmal.

Please let me know if you require any additional information.Desired Settlement: I would like a full refund of the charge and to cancel the order. Thanks.

Business

Response:

Shipping has been refunded. If customer is going to institute a chargeback we will need the products returned.

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 will not ship back any items at my own cost. If the business sends me a prepaid shipping label I will return these items. I do not see why I should have to pay for any of the costs of their mistake.

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

Sincerely,

Business

Response:

This customer stated she would dispute the charge with her credit card company as well as made no mention of returning the products. Return Merchandise Authorization has been processed. Customer will not be charged a return shipping fee.

Review: I ourchased two bottles of Juicy Coture parfume. It was delivered as promised. However I am trying to return it because my wife wants Viva la Juicy a different scent. I have tried 3 times to call the 800 number waiting on hold for over 45 minutes each time. I tried the 800 number today and it is disconnected. I called the direct number and waited on hold for another 45 minutes no answer. I have sent 3 emails requesting a return number which is needed to return the product. I have not beeen contacted now for two weks.Desired Settlement: If they would like the product mailed back I would do so. But I am beyond the point of upset and frustrated.

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]

I purchased a number of smaller, sample sized men's cologne. One of them came without anything in the bottle and another was half empty. I emailed customer service twice to find out how to return the two for replacement and have not received any reply.

Review: My husband purchased Calvin Klein Euphoria as a gift for me over Christmas. I have just begun to use the product, and it is obviously a fake version of the perfume ordered, similar to scented water. I called customer service today to arrange a return and refund. They are telling me that it is beyond the return policy, I had no reason to think that a perfume I have used previously (purchased elsewhere) would be a fake. I did not save the packaging, and I did not rush to use the product because it was something I knew from previous experience that I liked. They did agree to send me a label, but they cannot guarantee that I will get a refund and not a gift certificate. I obviously have no interest in doing business with a company who sells and misrepresents fake products. They are also going to charge me a 20% restocking fee. None of this is my fault, I should not be penalized. I have seen many other reviews to this same issue about FragranceNet. I requested a supervisor, and was told she was "unavailable." There is a single supervisor? I doubt it. It is also only 2 days past their "extended holiday return policy" They also no longer carry this size of the product, has this been an ongoing issue with it? Other retailers carry the 3.4oz size still.Desired Settlement: I would like a full refund to the original credit card used to purchase this item, with no restocking fee. As a fake product is not my fault, and I do not expect to be penalized for this.

Business

Response:

Customer has received return label. Once the product is returned to us, we will credit customers PayPal account in full, waiving all restocking/late fees.

Review: I ordered product Thursday before Christmas on the [redacted] and ordered 2 day delivery. I was suppose to get product either [redacted] or [redacted] and still haven't got item ordered. I tried to call and keep getting disconnected.

No one there to handle calls maybe due to understaffing.I called [redacted] and all they have is same thing I see which label was created on [redacted] of December and that's it. I'm upset that company different follow through with product coming before Christmas and two getting charged for 2 day delivery and its not here in two daysDesired Settlement: Delivery of order.

Business

Response:

Refund processed for $40.96. If package does deliver, please keep.

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 was trying to purchase some purfume for my wife. Their website kept locking up or saying the order was not accepted. I tried changing the order thinking I was doing something wrong. It started to then say my order was denied. At this point, I went to [redacted] to check to see about my limit. That's when I noticed that not only did my order go through, but 4 orders were placed. The problem was not that there were so many orders, but no one will take my phone calls or emails to rectify this problem. I was on hold for 30 minutes to have the system hang up on me when my turn came up. I have also emailed them and received no answers.Desired Settlement: I want the opportunity to have the order adjusted so that my wife will be happy on Christmas morning. This is clogging up my credit also. I need three of the four orders to be removed and my order be delivered.

Business

Response:

This order was not successfully placed. FragranceNet.com has not taken funds. [redacted] auth will drop and funds then returned back to customer's [redacted] 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: Fragrancenet.com refuses to handle the case of allergic reaction on [redacted] skincare. I used it once and after reaction appeared I stopped using it. They cannot prove the product is authentic. [redacted] over the phone explained that fragrancenet.com is unauthorized dealer. So the origin of the products is questionable. Fragrancenet.com refuses to accept the return of the products that caused allergic reaction.Desired Settlement: I want a refund of $40.48 for two [redacted] products and shipping label for return of this products.

Business

Response:

RMA issued and there will be no restocking fee

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.It is strange, that Fragrancenet.com, Inc takes actions after it pressed by Revdex.com, isn't it?

Sincerely,

Review: I placed an order on 12/** and was promised it would arrive by 12/** and it is still "out for delivery" and the delivery date keeps changing.

I try calling FragranceNEt to resolve the issue and just cancel the order but each time I call, it's just a recorded message that says they have unusually high call volume and to call back later. When I call back later, it's the same thing. I tried sending them an email and no response. The have left me no choice but to file a Revdex.com compliant. This company is a joke and I will never use them again and to think that they have an A+ rating with the Revdex.com is another joke.Desired Settlement: I expect to be fully refunded for the products I NEVER RECEIVED.

Business

Response:

Package was delivered on 1/*/2015 at 11:39am. Customer chose standard delivery which is clearly described that it is not a guaranteed delivery service level. Customer has been compensated an additional 10% for late package delivery. If order no longer wanted please 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:

Complaint # [redacted]That is not the case. My apologies, but the first response seems to have gone in the junk mail folder so I didn't see it until just now and what they stated in the response is incorrect. This issue still remains unresolved. I finally did receive the package and two of the items is broken (a bottle of perfume and a make-up set). I have made three additional attempts to reach out to them, but it still remains unresolved as I have yet to receive a response back.

Review: The cologne I bought is clearly a fake; the smell is of a watered down plastic and is not what was advertised as the cologne is supposed to be. Its misrepresentation.Desired Settlement: I would like a refund of my money or the actual, REAL cologne to be delivered to me.

Business

Response:

Return Merchandise Authorization processed and return label sent to customer.

Review: I place an order with FragranceNet.com the website "duplicated" my order on their website. Asked for a "cancellation" of the duplicate order. Company never responded to my email.

Attempted to call them (Friday, December[redacted],2015) Phone Message stated they were too busy to take my call. Called back on (Monday, December [redacted],2015) Was finally able to wait 1.5 hours to speak with a customer service representative. Representative stated it was "my fault" that I chose to wait 1.5 hours in order to speak with them. Then, she (the representative) proceeded to say she "needed" to transfer me to someone that could further assist me. The representative would not help me in any way, and I was just to put met back in their Phone Que. With the "recording" stating they were too busy to assist me once again.

You can place an order with this company. But, once they have your money. They will not respond to you in any way. Their [redacted] page has many, many other complaints. Unfortunately, I did not see this before I ordered.Desired Settlement: I am requesting that the duplicate order be credited back in full and that no return postage be collected. And, if the "products" are not as promised. I am asking for payment of "original: order to be credited back fully.

Business

Response:

Return Merchandise Authorization processed and return label sent to customer. Will be refunded upon receipt of returned package.