ComplaintsforFragranceX.com, Inc.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Per downloads, the order was CHARGED to my bank account, via ******, for ******. I was charged the money and the payment has posted to my account. Per email, I was contacted due to payment issues. However, once I called the company informed me that although I made the payment I would have to contact my bank to get my money. This is unacceptable because I was not contacted and I was charged. When I called and vehemently requested for a member of management, the agent stated no member of management was available.

  Business response

  11/14/2024

  Hello ******,

  Thank you for bringing this matter to our attention.
  
  I wanted to let you know that a full refund in the amount of $129.27 USD was successfully credited to your Amazon Pay account on November 5th, 2024. Depending on your financial institution, it may take anywhere from 1 to 5 business days for the refund to appear in your account. For more specific details about the refund timeframe, we encourage you to reach out directly to your financial institution.  
  
  Should you have any further questions or need additional assistance, please do not hesitate to contact us.  
  
  Thank you again for your understanding. 

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a fragrance from them and they asked for an authorization code from my bank. I called my bank and they don't give out authorization codes for online orders. It feels like they just wanted to grab my Card information and run with that. Luckily I used a virtual temporary card.

  Business response

  11/14/2024

  Hello *****,

  Thank you for bringing your experience to our attention.
  
  To clarify, in some cases, we ask for a six-digit authorization code that cardholders can obtain from their financial institution. This measure is in place to further verify and authenticate the transaction. We understand that not all banks provide this information in the same manner, and we apologize for any inconvenience this may have created during your order process.
  
  Per your request, your order was canceled on October 17th, 2024, and the pending authorization on your card was released on the same day. Please note that the timeframe for the pending authorization to be fully released depends on your financial institution and can range from 1 to 10 business days.
  
  We appreciate you bringing this to our attention and value your feedback.

   

• Initial Complaint

  09/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order (Order #********) with FragranceX.com, which included a Pure ***** **** Rose by Philosophy 2 oz *************** Spray for Women. When the item arrived, it contained only about 5% of its contents, with the rest having leaked out. The packaging itself was not visibly damaged; however, the perfume box was received without the usual cellophane wrap, indicating that the product may have been shipped in an opened or previously used condition.I immediately contacted FragranceX customer support as per their policy for damaged items (outlined on their website). I have contacted them four times via email ************************************ to request a replacement or a full refund. Despite my efforts, they have refused to provide either a replacement or a refund, and the issue remains unresolved. I have retained all packaging as instructed by their policy, but they have been uncooperative.Desired Resolution:I am seeking a full refund of $44.94 for the Pure ***** **** Rose by Philosophy 2 oz *************** Spray for Women or a replacement of the same item, as per the companys stated policy on handling damaged goods.Images of Perfume bottle with contents, and from the inside of Perfume bottle package are attached.

  Business response

  09/03/2024

  Hello ****,
  
  Thank you for bringing this matter to our attention.
  
  We understand your concerns regarding the damage to your order. Upon reviewing your order details, we noticed that the shipment was sent to a freight forwarding company. As stated in our policy, we are unfortunately unable to be responsible for any shipments that are damaged, lost, or undeliverable when delivered through a freight forwarding company. This is because we cannot guarantee the conditions in which they will deliver the shipment or how they handle the package while it is in transit.
  
  To further investigate, we have initiated a ***** investigation to confirm the condition of the shipment at the time it was delivered to the freight forwarding company. Once we receive the results, we will have more information about the shipment's condition when it left our facility.
  
  In the meantime, we suggest reaching out to the freight forwarding company at your earliest convenience to file a damaged shipment claim.
  
  We apologize for the inconvenience and appreciate your understanding.
  

  Customer response

  09/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My complaint is not related to the shipment.
  
  There are no damage to parcel or individual packages inside the parcel. Only the Perfume in question lacked the original cellophane wrapper around its box and the intact bottle held only 5% of the original contents. 

   

   

   

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

  
  Sincerely,
  
  ***************
  
  
  
  
   
  

  Business response

  09/04/2024

  Hello ****,
  
  Thank you for your feedback. 
  
  Based on our records, the fragrance was shipped in full, with a weight of approximately 8.6oz. After reviewing the images you provided, it appears the box was damaged during transit, showing signs of leakage.
  
  Since the damage occurred while in the care of a third-party shipping company, we recommend you contact them directly to resolve the issue. Unfortunately, we cannot be responsible for damages caused by third-party carriers.
  
  Thank you for your understanding. Please let us know if you need further assistance.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Beautiful by ***********************, 1 oz ************* Spray for Women For total of $36.41 I believe. According to bank.

  Business response

  08/23/2024

  Dear ******,

  I sincerely apologize for any inconvenience this delivery delay may have caused you and completely understand your frustration.

  I'm pleased to inform you that your order for the item "Beautiful, 1 oz" is currently out for delivery. You can track its progress using the **** tracking ID: **************************.

  We strive to provide timely and efficient service to all our customers, and it's clear that we fell short in this instance. Please know that we're taking steps to ensure this doesn't happen again.

  If you have any further questions or concerns, or if there's anything else we can do to make this right, please don't hesitate to reach out directly. We're here to assist you.

  Customer response

  08/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I've asked for some kind of Compensation already before making this complaint and coming here. I asked if y'all could give me some credit for my next purchase possibly. Or if you always give me a percentage off besides your regular 15%. Your company has already told me no. According to your website it says 2 to 5 business days every order I've made has been 7 to 9 business days. If I were you and you're not going to compensate me like that. I would at least change the order status on your website. From 2 to 5 business days. To 7 business days to 14 business days! 

   

  But to keep my business at all. Which pull up my account. Made 3 purchases this month. An had planned on more. 

   

   

   

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

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  08/26/2024

  Dear ******,

  Thank you for your prompt response and for sharing your concerns with us. I genuinely appreciate your continued business and understand your frustration with the delays you've experienced.

  Regarding your initial BBB complaint, I want to clarify that we received your request for a full refund. However, since your order was delivered, we're unable to accommodate that request.

  The delay you experienced was due to unforeseen logistics issues with the carrier that initially handled your order. I want to assure you that we have taken action to resolve these issues and we are no longer using that carrier for our shipments to prevent this from happening again.As a gesture of goodwill and to show our appreciation for your business, we have processed a $5 refund on your recent order (Order #********). The credit should appear in your original payment method within 1-5 business days.

  We understand that timely delivery is crucial, and we're working hard to improve our processes. Your feedback about updating our shipping time estimates on the website is valuable, and I will share it with our team for consideration.

  Thank you for your understanding and for giving us the opportunity to make this right. We hope to continue serving you and meet your expectations moving forward.

  Customer response

  08/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  08/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order ******** My order did not come and showed that it was damaged and returned. It was for next day air too. All my excitement gone to trash. I reported it to customer care and it was like he didnt care at all. I want my money back. They even refused to compensate for such inconvenience even if i reorder from them.

  Business response

  09/03/2024

  Hello *******,
  
  Thank you for bringing this to our attention.
  
  Upon review, we have identified that this complaint is a duplicate of a previous dispute regarding the same matter. We would like to inform you that the issue was already addressed on August 23rd, 2024. A full refund in the amount of $349.36 USD was successfully credited to your original form of payment on August 22nd, 2024.
  
  If you have not yet seen this refund reflected in your account, we strongly encourage you to contact your financial institution to understand the exact timeframe it takes for refunds to appear.
  
  Thank you for your understanding, and we appreciate your cooperation in resolving this matter.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was misled and sold a product Halston Z-14 Men's Cologne, which I was told was a 2.5 oz. stray bottle of cologne; when it arrived it was a splash not spray, and leaking.I attempted to contact ********** management via email. I was told I needed to spend an additional $6.00 US Dollars for their label to ship it back, and I vehemently disagreed with their decision to charge me for their mistake.

  Business response

  07/16/2024

  Dear ******,

  Thank you for bringing this matter to our attention. We apologize for any inconvenience you may have experienced.

  Upon reviewing your order, we have confirmed that item SKU ****** is indeed a 2.5oz splash cologne, not a spray. Our product descriptions specify when an item is a spray (by adding the word "Spray" in the title), and in this case, it was not indicated. Therefore, the correct item was sent based on your purchase.

  Regarding the leaking issue, we regret to hear about this and would have appreciated being informed earlier to address it promptly. As previously communicated by our customer service team, you are welcome to return the item to us for a full refund.

  We understand your frustration and appreciate your feedback. If you have any further questions or need assistance with the return process, please don't hesitate to reach out to us directly.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 12th, 2024, I was notified of a charge on my *********** card through PayPal. I flagged the charge and was able to go into the merchant and cancel the order before anything was shipped out. This order was not placed by me. PayPal and my bank have both closed out all investigations and the merchant is refusing to refund me the money. This order was never shipped and canceled with the merchant. It needs to be refunded now.

  Business response

  06/12/2024

  Dear *****,
  

  Thank you for taking the time to share your thoughts and please accept our apologies for the situation described.

  For the order in question, we have observed that you have initiated a chargeback dispute directly with your financial institution before contacting us or PayPal. As a result, we were not given the opportunity to process your refund ourselves.

  PayPal has confirmed that the chargeback/dispute is still "Under Review" status. It is essential for your bank to notify PayPal about the resolution of the chargeback/dispute, along with their final decision. Once PayPal receives this information, they will proceed to update the status of the chargeback dispute on their portal.
  Please be aware that the resolution process can take up to ***************************************************************************************************************** unauthorized charges.
   
  During this review period, the funds for your transaction are being held. Consequently, we are unable to process a refund until a final resolution is provided to us, via PayPal.
   
  Should you have any further questions about the chargeback process initiated, we would advise to please directly contact PayPal or your financial institution.

  We appreciate your patience and understanding in this matter. 

  Customer response

  06/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  04/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello,I ordered 2 Lagerfeld ************* for Men of 150mls each on 10th April. I have not received these items as yet. I paid Malaysian Ringgit MYR ****** for the product and this amount has been charged to my Credit Card in full. The order number being: #******** placed on Apr 10 2024 and Tracking number: ***** ******************

  Business response

  04/29/2024

  Hello,
  
  Thank you for your recent order with **************!

  Kindly note that for tracking questions, you should reach out to our Support team directly. Other option is to track the package using the link we sent on the shipping confirmation or you can also track it directly in your ************** account.

  Your order has been shipped from our warehouse on April 11th and is currently in transit with ***** under tracking ID ****************** (*********************************************).
  The good news is that the package is currently in ********, and should be delivered soon!
  
  Please don't hesitate to reach out back to us if you have any further questions or concerns.

  
  

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered two perfumes from them and didnt receive either products. I contacted them to resolve the problem and they said they didnt receive payment. I have proof that they did receive payment. I was told that they wouldnt return my money or send me the products

  Business response

  04/15/2024

  Hello *****,

  Thank you for reaching out to us and apologies for the confusion created.

  Kindly note that your order ******** for ****************************** and Burberry was not charged due to the reason "The card has reached the credit limit". Since we were unable to charge you, we went ahead and reversed the authorization with your bank.

  Depending on your financial institution, it may take them anytime between 1-10 business days to return the funds to your bank account. 

  In case you have additional questions, please do not hesitate to contact us.

   

  Customer response

  04/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered 11 Jan 24- order # ******** Price ****** Delivery to ** postcode TA67PT Paid in full shipped 12 Jan 24 Goods arrived via DPD 20 Jan 24 Wrapped for sons 18th birthday Son opened package - on 22 Jan the smell was intense as the perfume bottle had broken and leaked inside. There was no bubble wrap or protection around the box. No fragile stickers on outer carton. The perfume bottle is covered with a velvet material and had soaked up the liquid as had the internal box. There was plastic wrap around the bow and this had stopped the liquid leaking on to the outer carton . I immediately contacted FragranceX with pictures and explained issue - they have declined the complaint and refuse to refund or replace . This fault lies with them as the packaging was not good enough to get a perfume from ** to ** and I would like your help to resolve . I have rung them twice and spoken to Vasil in customer services - I have also emailed 7 times and keep getting the same standard response . They have lots of pictures that clearly show the broken bottle and the issue - and they will not listen to the customer - I am very disappointed with this and my sons 18th birthday has been ruined as this was his main present - a perfume he could not afford himself and a treat for the occasion. I would appreciate your help in resolving this matter I have lots of pictures and am struggling to add to this complaint along with proof of purchase and email chain with Fragrance X - I can email them over if you contact me on my email address . I would like a refund or a replacement as long as it is packaged correctly ! But refund is probably safer . I have never seen such poor customer service from a company - and believe that this must happen a lot . Yours faithfully *****

  Business response

  01/25/2024

  Hello,
  
  We appreciate your reaching out to us regarding the concerns. We take customer feedback seriously, and we have thoroughly reviewed the email communication and images provided.
  
  Upon careful examination, we understand your frustration with the damaged fragrance bottle. However, after closely inspecting the images, we did not observe any significant damage on the shipping box or the fragrance box that would indicate the damage occurred during transit.
  
  In cases of breakage during shipping, it is common for the fragrance box and/or the shipping box to exhibit signs of wet stains, indicating that the liquid had leaked during transit. Unfortunately, we did not observe such indications in the provided images.
  
  To assist you further and better understand the situation, we kindly request that you forward additional photos to ********************************* These additional images will help us in thoroughly investigating the matter and providing a resolution that aligns with our commitment to customer satisfaction.
  
  We appreciate your understanding in this matter and are dedicated to resolving the issue promptly. 
  
  Thank you for your cooperation, and we look forward to resolving this matter to your satisfaction.
  
  

  Customer response

  01/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  The goods arrived to my house broken. 180 of perfume leaked out of the broken bottle and  in to the internal packaging. The bottle is covered in a velvet material and this soaked up the liquid - you can clearly see friction marks where the wet bottle has rubbed in transit wearing the material off. The inner box is also soaked- again material that has soaked up the perfume. I agree the outer box is not damaged so the other scenario is that the goods were shipped broken by the company. This would be possible as all the liquid is inside the perfume box - the smell is intense and maybe in the warehouse the staff would not have noticed this. The internal packaging has soaked up the liquid but you can also see the damp marks on the plastic wrap that was around the perfume box. You can also see that the silver trip has rubbed off of the box - this is because it is wet - when we opened the box it came off on our hands. I have more pictures I can send.  There should be bubble wrap and fragile stickers on the box to warn a courier that the contents are glass. This is 100% the fault of fragranceX in either scenario - shipped broken or broke in transit. The goods arrived to ****** broken - why would I make that up - how could I have broken the bottle and poured over the internal bottle and packaging ? This is clearly an error on their part and I would like a refund . Whether they claim against the courier or pay themselves. The customer service member ***** has just sent me stock answer after stock answer. I have rung twice to talk to his supervisor and got no further - I doubt that there is a supervisor as no one else has responded *********. I have never seen such poor service on a blatant error on the part of a shipping company and would like it resolved once and for all with a refund . If BBB doesnt manage this I would like advice as to how I take it further and what the next steps would be to escalate. Yours faithfully  ***** 
  
  
  
  
  
  
  
  
  
  

   

   

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  02/06/2024

  Hello,
  
  I'm pleased to inform you that we have successfully processed a refund for the damaged item today, February 6th, ****, back to your original form of payment. Please be advised that it may take some time for the refund to reflect in your account, depending on the processing timeframes of your financial institution. We kindly ask for your patience and understanding during this period.
  
  We deeply regret the condition in which the product arrived, and we sincerely apologize for any inconvenience this may have caused you. 
  
  If you have any further questions or concerns, please don't hesitate to reach out to us directly. 
  
  We look forward to serving you better in the future.
  
  

  Customer response

  02/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  i will keep an eye out for the money to be returned - should this not appear in my account I will be back in touch in 30 days 

  thank you BBB for your help with this matter 
  
  Sincerely,
  
  *************************
  
  
  
   
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩