• FragranceNet

FragranceNet

Overview

FragranceNet has a rating of 1.82 stars from 423 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about FragranceNet most frequently mention customer service, credit card, and tracking number problems. FragranceNet ranks 301st among Perfume sites.

  • Service
    187
  • Value
    182
  • Shipping
    186
  • Returns
    126
  • Quality
    162

This company does not typically respond to reviews

Positive reviews (last 12 months): 12%
Positive
15
Neutral
2
Negative
108
111
See all photos

What reviewers want you to know

Positive highlights

  • I contacted customer service and they took care of this issue and shipped me my missing bottle of cologne the next day.

Critical highlights

  • Once they get your credit card info it is too bad so sad.
How would you rate FragranceNet?
Top Positive Review

“Better than expected.”

Daniel M.
3/4/24

I ordered before reading all the horrible reviews and I will say I was a little nervous waiting for the product to arrive. Ordered showed up today ahead of schedule and is exactly what I ordered, no knock off brand but the real thing. Very happy with my experience with them.

Top Critical Review

“Wrong- wronger- wrongest return policies EVER!”

Sarah J.
1/11/24

Purchased perfume, and was sent the toilet water- this was a Christmas present over $150 that isn't made right yet. Spent 5 hours on phone and 10 emails before actually getting a return label okay. Dropped off at Post office 3 weeks ago and tracking says "no delivery date available yet." Really? Fragrance.net? You must pay extra to have shipping returns take months to arrive for refunds. Horrible policies and horrible tactics to slow walk returning product they sent accidentally. Disgusting company.

Reviews (423)

Rating

Timeframe

Other

Reviews that mention popular keywords

credit card (23) customer service (106)
Thumbnail of user sarahj1938
2 reviews
6 helpful votes
January 11th, 2024

Purchased perfume, and was sent the toilet water- this was a Christmas present over $150 that isn't made right yet. Spent 5 hours on phone and 10 emails before actually getting a return label okay. Dropped off at Post office 3 weeks ago and tracking says "no delivery date available yet." Really? Fragrance.net? You must pay extra to have shipping returns take months to arrive for refunds. Horrible policies and horrible tactics to slow walk returning product they sent accidentally. Disgusting company.

Thumbnail of user marshallw98
2 reviews
1 helpful vote
March 7th, 2024

I purchased a 2.7 ounce bottle of Carolina Herrera Good Girl EDP. It was not the real stuff. The smell lasted 10-15 minutes at most. I returned it over 3 weeks ago and have not yet received a refund. Each time I call customer support I am told it is in the process of being returned. No resolution and no refund. Beware of this company. They are stealing from their customers by pushing fake products and not refunding money for returns.

Service
Value
Shipping
Returns
Quality
Thumbnail of user gomesvenessa
1 review
0 helpful votes
March 16th, 2024

I have purchased from them before and had a couple of issues but the last time took the cake. The perfume set I received was poor quality and they asked me to ship it back. Costed me $50 to send it from Canada which they said they'd refund. Upon receiving back the item, they've disappeared. No contact and every time I email all I get is "we are processing your request". I sent the item back in December and this is march. They did not send me a new item neither did they refund the shipment cost that I had to bear. Stay as far as you can from this company.

Service
Value
Shipping
Returns
Quality
Thumbnail of user latricem4
1 review
3 helpful votes
February 14th, 2024

They sent me a counterfeit bottle of Victor & Rolf Bon Bon then told me they back their 100% authentic claim. The box was almost paper thin, the box didn't have the signature plastic stamp on it, there was no lot number, it didn't smell like Bon Bon but sweet, clearly a dupe! I knew it was fake when I saw the box. Do not buy online if you can go to a nearest store. Thinking you're saving $50-60 could result in you paying $100 or more for fake product worth may $10-15 per purchase. They partner with PayPal so yes you have to go through the loop of returning which is a problem if u don't have a printer, have to drive miles to drop the package off and purchase packaging if u don't have any at home. Lesson learned look at reviews other than the merchant's website.

Products used:
Perfume

Service
Value
Shipping
Quality
Thumbnail of user bm.shopping11
3 reviews
4 helpful votes
January 31st, 2024

My recent purchase of Creed Green Irish Tweed was a complete letdown. Despite ordering a brand new bottle (not a tester) for a birthday gift, the package arrived with a torn box, no paperwork, and visible fingerprints on the cologne bottle. Upon inspection, I inspected the bottom of the cologne where "Creed Paris" should be etched. To my dismay, only the 'S' of Paris was visible. For a high-end fragrance like Creed, one would expect a more secure and impeccable packaging. As if that wasn't enough, they overlooked including the birthday note I had explicitly requested.

Customer service offered a return, but the remedy involved waiting for them to receive the faulty item before initiating a refund or replacement. Was told the estimated timeline is up to two weeks or more, leaving me without a timely birthday gift. I was offered to return the item and order another one if I needed it sooner! This experience is unacceptable, and their lack of quality control is disappointing. I hear the return takes a very long and at this moment I am not sure what to do. I am stuck with a used, probably not authentic very expensive bottle of cologne!

Products used:
Fragrance

Thumbnail of user terry.cannefax
1 review
2 helpful votes
January 12th, 2024

Absolutely incompetent. Screwed up the first order and when I returned it told them to NOT reship a replacement and that I had obtained a credit from my credit card company. They ignored the instructions and reshipped a replacement anyway so now I have to waste my time again on these clueless idiots by resending their replacement (I'm sure they'll screw that up as well). Do not order from them!

Products used:
None

Service
Value
Shipping
Returns
Quality
Thumbnail of user alexist349
1 review
31 helpful votes
April 23rd, 2023

Buyer beware. Absolutely Terrible retailer. Processed my order and didn't even bother to inform me my perfume was not in stock I waited weeks without even knowing. They are also SLOW. I've have cancelled or amended the order if they'd had the decency to tell me. Asked for a supervisor response keep getting these BS computer generated responses...I'm completely being ignored. Don't shop here. It's just not worth it

Tip for consumers:
Very shady. No supervisor assistance provided

Products used:
Tried to order a fragrance and 2 add on items. Only add on items sent

Service
Value
Shipping
Returns
Quality
Thumbnail of user harryw563
1 review
0 helpful votes
March 1st, 2024

I ordered a bottle of SJ unforgivable. Full disclosure I know this is a discontinued fragrance so it was a long shot ordering it. However, I can without a shadow of a doubt say this is not the same fragrance and obviously a fake. It was cheap so no hard feeling. Would advise people to be very cautious when ordering from FragranceNet. Do not buy an expensive bottle of perfume here.

Service
Value
Shipping
Returns
Quality
Thumbnail of user williamm6226
1 review
0 helpful votes
March 19th, 2024

I placed an order and was charged twice and when I called customer service they make you wait for more than half hour and then go silent and don't answer. Service is the worse in perfume retailers. Take so long to cancel and refund the money. DO NOT RECOMMEND THIS RETAILER.

Service
Value
Shipping
Quality
Thumbnail of user sharonm3149
1 review
26 helpful votes
May 26th, 2023
Verified purchase

I ordered Tom Ford Soleil Blanc 3.4 oz and gave as a gift. I was mortified to learn the perfume this company sent was fake. Tom Ford Soleil Blanc comes in a white bottle, not clear. They advertise the white bottle on google search. It's called bait and switch. I followed their return instructions, 3 weeks to date still no refund. I have called several times, which the phone number supplied by them is NEVER answered.

Tip for consumers:
Dont do it!
3 weeks later, still no refund

Products used:
Tom Ford Soleil Blanc 3.4 oz was shipped and it was fake

Shipping
Returns
Quality
Thumbnail of user bm.shopping11
3 reviews
4 helpful votes
January 31st, 2024

My recent purchase of Creed Green Irish Tweed was a complete letdown. Despite ordering a brand new bottle (not a tester) for a birthday gift, the package arrived with a torn box, no paperwork, and visible fingerprints on the cologne bottle. Upon inspection, I inspected the bottom of the cologne where "Creed Paris" should be etched. To my dismay, only the 'S' of Paris was visible. For a high-end fragrance like Creed, one would expect a more secure and impeccable packaging. As if that wasn't enough, they overlooked including the birthday note I had explicitly requested.

Customer service offered a return, but the remedy involved waiting for them to receive the faulty item before initiating a refund or replacement. Was told the estimated timeline is up to two weeks or more, leaving me without a timely birthday gift. I was offered to return the item and order another one if I needed it sooner! This experience is unacceptable, and their lack of quality control is disappointing. I hear the return takes a very long and at this moment I am not sure what to do. I am stuck with a used, probably not authentic very expensive bottle of cologne!

EDIT: A member of customer service just reached out to me, and offered a replacement. I will update my review if receive the confirmation email.

Products used:
Fragrance

Service
Value
Shipping
Returns
Quality
Thumbnail of user liliyapotapova76
1 review
4 helpful votes
December 18th, 2023

I placed an order in advance to make sure the Christmas gift will be here for Christmas, my order is delivered on the weekend. I sent it to my business address. The business is closed on the weekends.So I don't know where they deliver it to,the customer service is nonexistent. Nobody answer my phone calls or my emails. I file a dispute with PayPal now I have to wait a months to get a refund. Please guys learn from my experience shop elsewhere!

Tip for consumers:
Please stay away!!!

Products used:
None! They lost my package!!!

Service
Value
Shipping
Returns
Quality
Thumbnail of user alexandraa217
1 review
17 helpful votes
October 4th, 2023
Verified purchase

When I received my package I set about checking for its authenticity. It was missing at least two distinguishing marks. I contacted Fragrance.net that assured me it was genuine. I didn't believe them. I reached out to Burberry who said that fragrance.net was not an authorized seller and that the product could be fake.
The ingredients list also doesn't match. The country of manufacture doesn't match.
Their return policy says that they only take back unopened product so I may be very well stuck with this junk.
BEWARE!

Products used:
Burberry Brit

Service
Value
Shipping
Returns
Quality
Thumbnail of user adepinto
1 review
3 helpful votes
December 15th, 2023

I ordered something weeks ago to avoid the Christmas rush and it was delayed a good week after it left fragrancenet.com's warehouse. Turns out a company ontrac does the shipping. When it finally arrived 2 weeks later we have on video the driver putting it at our office door, going back in his car (an unmarked minivan), then coming back out and taking it back, but the driver marked it as delivered. Ontrac started an investigation but I obviously don't have my product. I waited on hold for 25 min with fragrancenet.com for them to send me a replacement product. While on hold I emailed them asking the same question and they cancelled my order. So now I was was stuck finding the product elsewhere. Would not recommend or buy again regardless of price.

Products used:
had to purchase from another company and pay a lot more because of the short time frame and needing to make sure it came in.

Service
Value
Shipping
Returns
Quality
Thumbnail of user johnt4937
1 review
1 helpful vote
December 19th, 2023

They sent me a cheap flashlight instead of 2 bottles of perfume that cost almost $40.00. When I emailed their customer service dept. multiple times they never answered even though they promise a "prompt reply". When I tried to call them the first day at 4:00 Eastern time, a message said to call back during normal hours (9-5 Eastern time). When I called back the next day, it said to press option 3, which I did, and I got a message saying "system error 21" and it hung up on me. This happened multiple times and many others have reported the same thing. I finally called the order line and after a 35 minute wait I finally reached someone. This was meant to be a Christmas gift for my wife, but I guess I can give her a cheap flashlight instead. Really sad

Tip for consumers:
Update:
I did finally get through to someone in Sales (never reached customer service) and they promised a replacement. I have very little faith that it will be right, but, hey, maybe I'll get another cheap flashlight!!!

Products used:
None. I received a cheap flashlight instead of 2 bottles of perfume!

Service
Value
Shipping
Returns
Thumbnail of user whitneyr124
1 review
1 helpful vote
January 10th, 2024

This is a SHADY and untrustworthy company. They do not answer their phone and leave you on hold FOREVER! I will NEVER purchase from Fragrance.net EVER AGAIN.
They are horrible.

Tip for consumers:
Horrible experience. I Will warn others and Will NEVER purchase from your company again.

Products used:
Perfume

Service
Value
Shipping
Returns
Quality
Thumbnail of user marks2753
2 reviews
1 helpful vote
December 31st, 2023

I purchased a 6.7 ounce bottle of The Infamous, fierce cologne by Abercrombie and Fitch. It was titled as a change in the packaging. It was the only place that had that size bottle and that's what I was looking for. When I received the product it smelled like street rubbing alcohol mixed with lemon juice. I'm absolutely disgusted on the fact that I wasted my money and when I contacted Abercrombie, they said they had no affiliation with this company whatsoever. If they're selling fakes, that's a serious thing especially not Disclosing that information before hand and trying to sell it full price.

Value
Quality
Thumbnail of user terrymaclaine
1 review
0 helpful votes
March 23rd, 2024

First off, to be fair, I had many positive experiences with Fragrancenet prior, so this incident kind of surprised me.
The issue isn't necessarily the product itself.(I can't say yay, or nay as I never received the product)
But rather their apparent lack of communication, or maybe even lack of training?
Whatever the case, here's my take of woe:
I ordered 2 seperate 100ml colognes, which, I had done in the past without any problems.
But in this case, I get an email saying my package has been delivered.
But when I look at the picture of the item delivered, not only was the address completely wrong, but the name was somebody else!
Leading me to believe 1 of 2 things happened;
1. The Courier company got their wires crossed, & delivered to the wrong person at the wrong address.
OR -
Fragrancenet themselves misread the order & sent to the wrong customer.
In either case, I'm out $60.00.
Maybe not a lot to some, but when a loaf of bread costs $3.50, & a cup of coffee $6.95, it kind of matters.
In any case, I am both surprised & disappointed, as I said earlier, I had enjoyed a good customer relationship with these guys.
So long Fragrancenet,
Hello Fragrancebuy.

Products used:
None, as item was never delivered.

Service
Value
Shipping
Thumbnail of user bradleyb543
1 review
0 helpful votes
February 16th, 2024

Package of cologne never arrived, upon contacting customer service they could not be replaced due to being out of stock, extremely frustrating

Thumbnail of user rubys310
1 review
0 helpful votes
February 12th, 2024

I ordered a full sized product and a sample vial. They notified me that my full sized product was out of stock. So, it was going to cost me $7.95 for the remaining sample vial, with a $9.95 shipping fee. I requested they cancel my order. That flat out ignored me and ripped me off instead. I won't shop here again.

Service
Value
Shipping
Thumbnail of user shreyasibhattacharya22
1 review
1 helpful vote
December 4th, 2023

I ordered four perfumes from fragnance. Com and received only two out of four. The versace and burberry perfume are missing. Also received a damaged package. Tried to contact the customer care number of fragnance. Com and everytime they read a standard message error or the music keeps on ringing without allowing me to connect to any representative. This is so annoying and seems to be like a fraud company who has taken the full payment and has send me only half the products i purchased. I am pissed of and hopeless to receive any kind of reply or refund. Dont trust this website. It's a fraud

Tip for consumers:
i need my refund and quick action against this company.

Products used:
perfumes

Service
Value
Shipping
Returns
Quality
Thumbnail of user sueannev
1 review
1 helpful vote
December 20th, 2023

I ordered 6 mini Yankee Candles and two were broken when I received them. I took pictures and emailed the company, they asked me to mail them back! Really! They are broken. You want me to pay postage for something broken. They have not responded, three weeks now. I will not be using this company again!

Quality
Thumbnail of user tomm1958
3 reviews
7 helpful votes
December 15th, 2023

I purchased a bottle of Bacarat 540.When it arrived my wife opened it and the lid was in two pieces the cap fell off and the plastic insert stayed on the bottle.That put up red flags we started looking at her real one they have a lot of different features. You will see in the pictures.Also it smells nothing like Bacarat 540.I Called them all the kept saying is their stuff is real.Even gave me the managers email never got a response from that person.I bought thousands of dollars worth of stuff from them.Im wondering now how much is real.thr Bacarat 540 cost me 475.00 I sent it back 5 days ago never heard back from anyone. Don't buy from them you don't know what your going to get.their fake ones are all on the right side or top I can't tell how the are going to show.You can google fake Bacarat 540 and see they are fake.

Tip for consumers:
Stay away from them

Products used:
Perfume

Service
Value
Shipping
Returns
Quality
Thumbnail of user jilla495
1 review
10 helpful votes
September 22nd, 2023

I was a customer for 7 years. Some orders, there were little issues, delays or cancellations, nothing major. The the last order they sent me a used lipstick, half full. Gross. I contacted them by email as you can't get anyone on the phone. They asked for picture that I provided. They said that it needed further investigation and needs to be returned. This is how you lose customers. I don't have time to drive to the post office which is twenty minutes drive away, after Fragrancenet sent me a USED lipstick.

Thumbnail of user debh384
1 review
0 helpful votes
February 13th, 2024

I ordered 3 powder foundations because they've become hard to find here in Canada and the price was right. Cost was $99, shipping took longer to arrive but we're in Canada so I was ok with that. The foundation colour is nothing like my other BareMinerals 12 Original powder foundation, much darker when compared. I suspect the product had been re-labelled only because there's such a big difference in colour. I initiated a refund and was told that although no return shipping label was available for Canada that I should email the receipt for return shipping and they would reimburse the cost of return shipping. I just received the refund today. They refunded $77 for the product, not the full $99, and chose not to reimburse the return shipping costs as promised. So it's a loss of $42. That dosn't seem fair shen the wrong item was sent. How is that the customers fault and why should the customer pay the initial shipping costs when it was fragrence.net's mistake. But they did only make promise to refund shipping over the phone, no paper trail there. And the items received did have the right labelling, even though it was not the colour/product it was supposed to be. All in all not a nice way to treat customers. I would not recommend this company.

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Company Representative

Thumbnail of user sentald
Sental D.
Typically does not respond to reviews

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