Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a $50 gift card on 12/17 to be sent to a coworker on 12/23. My coworker never received the gift card and I cannot get in contact with this company to resolve the issue. My credit card was charged $50 and yet no gift card was sent out.

  Customer response

  01/05/2025

  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

  12/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction was November 25th $20.37 ************ makes it nearly impossible to cancel a membership and subscription. They have you running around in circles and it still doesnt get done. They are telling me that they dont have a subscription linked to them and thats not true. They have enough info to charge me and sent me samples. Ive read online online where this company does this to multiple people. Its a problem and they need to be held accountable or shut down.

  Business response

  01/03/2025

  Hi *********, thank you for getting in touch! I apologize for any inconvenience caused by our cancellation process. It is not meant to be tedious or difficult. We ask our subscribers why they wish to cancel their subscription to see if there is anything we can rectify. Kindly note that each cancellation request is automatically responded to with an email stating: "Please note: This e-mail does not confirm a cancellation but includes instructions on how to cancel your Scentbird subscription. You will still be actively subscribed with us unless youve confirmed your cancellation via the link provided." Upon reviewing our system, I see that one of our Customer Experience Agents, ***** canceled your subscription on November  26th. Rest assured that your account is fully canceled, and you will not incur any future billing. If you have any further questions or concerns, please email us directly at *********************************** and a team member will respond within 24 hours. Thank you and stay safe!

• Initial Complaint

  11/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was charged $40 dollars, $23 more than my regular subscription rate. I was given no information or warning about a price change. When I tried to cancel the subscription, I received no confirmation email to complete the cancellation. So I had no way of deleting my account before the charge.

  Business response

  12/18/2024

  Hi ***, thank you for reaching out. After checking our system, I see that you chose to receive Apex by ***** as one of your November fragrances. Kindly note that this scent is of a Premium collection and has a $10 upcharge cost to it. In order to be transparent with our customers, a notification is displayed prior to you adding such Premium fragrance to your queue and you have to OK it in order to proceed further. Once you confirm that you're ok with paying extra for such fragrances, our system charges you for such fragrances automatically. We charged you $40.29, which consists of $27 payment for your 2-pc plan, $10 upcharge cost and sales tax. You contacted us on November 22nd, and our Agent ***** * assisted you by canceling your subscription and refunding you your November payment. The amount of$40.29 has to reflect within 7-10 business days once the funds have been disbursed on the end of your card issuing bank. Just to confirm, your subscription is canceled and you will not incur any future billing. If you have any further questions, please email us directly ********************************** and a member of our team will get everything resolved for you. Thank you!

• Initial Complaint

  08/22/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I canceled in June paid the ***** and they are still sending me perfume they want let you cancel they keep taking from my credit card

  Business response

  09/18/2024

  Hi ********, thank you for getting in touch! I apologize for any inconvenience caused by our cancellation process. It is not meant to be tedious or difficult. We ask our subscribers why they wish to cancel their subscription to see if there is anything we can rectify. Kindly note that each cancellation request is automatically responded to with an email stating: "Please note: This e-mail does not confirm a cancellation but includes instructions on how to cancel your Scentbird subscription. You will still be actively subscribed with us unless youve confirmed your cancellation via the link provided." The system only cancels your subscription once you reply with confirmation. For your convenience, Ive canceled your subscription so you wont be charged again. If you have any further questions or concerns, please email us directly at *********************************** and a team member will respond within 24 hours. Thank you and stay safe!

  Customer response

  09/19/2024

  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

  07/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is still charging my account even though I canceled over a month ago. They acknowledge that I canceled but they dont know why they keep charging me. They think that theres another account with my same email address. This is not the case they just continue to charge my card and they dont send me anything even though theyre charging me.

  Business response

  07/29/2024

  Hi *****,  I appreciate your message. Kindly note that we never charge canceled subscriptions. Our email response to your cancelation request does not confirm a cancellation, but includes instructions on how to complete the process. You still have to cancel your subscription by following the link provided in that email. We did receive your cancelation request on June 4th, however, we never received your confirmation, so your subscription was still active on your billing date in July. Upon reviewing our system, I see that our Customer Experience Agent, *****, successfully canceled your subscription on July 9, ensuring you won't incur any further charges.Due to the guidelines we have in place I cannot issue a refund for the delivered orders. In these types of cases, we are very glad to send you a replacement for the damaged or lost shipments. If you have additional queries, please reach out to us directly at *********************************** and our team will assist you in resolving any concerns. Thank you!

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a subscription for scentbird and tried to cancel it and they keep taking my money they been taking *************************************************************************************************************************************** for .

  Business response

  05/22/2024

  Hi *********, thank you for getting in touch! I apologize for any inconvenience caused by our cancellation process. It is not meant to be tedious or difficult. We ask our subscribers why they wish to cancel their subscription to see if there is anything we can rectify. You can always email ********************************** to request assistance with cancelation, and our Team will always give you a hand. Or you can cancel your subscription yourself via mobile apps that we offer. For your convenience, I went ahead and canceled your subscription associated with email: ************************ so that you will not incur any future billing. If you have any further questions or concerns, please email us directly at ********************************** or reach out via our social media channels, and a team member will respond within 24 hours. Thank you and stay safe!

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I subscribed to this Scentbird hoping to receive quality products in the mail and paid $46 for the first month and $55 dollars for three small items x1 month and x2 month $55 both months I recieved products that did not scream quality fragrance I received vials that just smelled like pure alcohol I contacted them to cancel subscription and return products that where sprayed one time on a piece of paper I was not at all satisfied with the products they sent I asked to return for a refund I stated that I was upset and tried to ask to cancel subscription but they took forever to respond and the customer service was not solving either of the issues neither where solved as they claimed they had been so now Im asking for assistance because they are not resolving my issues asking for a refund of purchase : $91 dollars as I was not satisfied for the first months purchase as well but I tried to give them a break and try the next month but all the products contained a majority of alcohol and where not at all perfumes as advertised they where diluted like the toilette or like a body spray fragrance did not last all day like quality fragrance would have and i want my subscription canceled date of purchase was first February second 2024 and 03/22/2024

  Business response

  04/29/2024

  Hi *****, thank you for getting in touch. We're truly sorry to learn that you're disappointed with the fragrances you received. Please rest assured that our products are all authentic, sourced directly from the brands themselves. We take great care to maintain their quality throughout the process, ensuring that they are true to the original bottle versions, just in smaller quantities. Authenticity is a top priority for us. Throughout the rebottling process, we implement strict measures to safeguard the fragrance's integrity, ensuring that you experience it exactly as intended. However, it's important to note that for quality assurance reasons, we don't accept returns or offer exchanges. This ensures that every vial you receive is brand new, freshly filled, and untouched.In cases where you're not satisfied with a fragrance, we're happy to provide free replacements. We noticed that our Customer Experience Agent, ***, offered you this option on April 7th. Additionally, on April 15th, Agent ****** canceled your subscription to prevent further charges. Should you have any further questions or concerns, please don't hesitate to reach out to us directly at *********************************** Our team is here to assist you in any way we can. Thank you for your understanding.
  
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 12/4/23, I voluntarily signed up for an introductory offer to purchase a 1st scent for $3 and then to receive 2 more over the next 3 months for an additional charge. Immediately upon completion of the transaction, I started to notice grammatical errors on the website. Within ************************************************************************************************************ any future products, and to cancel my membership. I never asked for a refund of the $3, just to cancel and decline all product from them (even the product I just purchased.) I received automated responses that they would be looking into the issue. I continued searching the website and found many more grammatical errors, and there is no possible way to cancel your membership or even change your credit card info. They have pages that masquerade as such, but just lead you in endless circles. There is no phone number to call, all responses are simply automated, and I received a confirmation this morning that they were processing my order against my expressed wishes!! I cannot find any order number information, just that my customer service request is *******. The website is a scam! Even the pages to request pauses in subscription or to change how often the deliveries are only lead to dead links that you can't actually do anything with. There is no way whatsoever to cancel or update payment info, and they refuse to contact me back and provide zero methods for reaching an actual human being to talk to. I don't care about my $3.18 and I don't want any product from them. I simply don't want them to be able to charge my card in the future; I want my membership fully cancelled and my card info away from that website please!

  Business response

  12/28/2023

  Hi ****, we appreciate your message. Just to clarify our response timeline; we strive to address customer inquiries within 24 hours. I can confirm that we received your initial cancellation request on December 4th. However, it's important to note that the email sent to you outlined the cancellation process rather than confirming the cancellation itself. Unfortunately, we didn't receive your subscription cancellation confirmation. Our agent, *******, responded to your inquiry on December 6th, providing clarification on billing and system operations. Our system initiates order processing within 12 hours of placement, making the cancellation window quite limited. As an apology for the frustration caused, I have issued a courtesy refund of the $3.18. It will ************** **** business days once the funds have been disbursed on the end of your card issuing bank. The cancellation process is meant to gather feedback and improve our subscribers' experiences. You can easily cancel through our mobile app or by contacting us via email. But, I would like to confirm that your subscription was successfully canceled on December 6th, and there won't be any further charges. For further assistance, please contact us at *********************************** Thank you!

  Customer response

  12/28/2023

  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.
  
  **********************************************
  
  
  
   
  
  

• Initial Complaint

  11/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A year ago , in 2022, I cancelled my subscription with Scentbird. I emailed them at least once maybe twice, that I was cancelling. I think it was 6 months after that they charged my card for an order of perfume. I thought ok I will get another email sent to tell them again, hey I'm cancelling my subscription. I did not get them emailed but I got new Chime cards because the old ones had been compromised, so new cards and new numbers. Since then I've been charged for 2 more perfume orders. How did they get my new card numbers and 2nd, these 3 perfume orders that I have been charged for, I have not received. So I've been charged ***** for perfume I didn't order and haven't even received a product. I've read bad comments about trying to cancel your subscription and it's true. I want my ***** refunded and this company to leave me alone.

  Business response

  11/15/2023

  Hi ******, we appreciate you reaching out to us. After reviewing our system, I can confirm that the only cancellation request we received from you was on February 2nd. Screenshot is attached. However, as explained in the email we sent you, that response does not serve as a confirmation of cancellation but includes instructions on how to cancel your subscription. To complete the cancellation process, you were required to follow the provided link and confirm your request. Since Scentbird operates on a monthly-based subscription model, we continue to charge customers as long as their subscription remains active. Consequently, you were charged for your May, August and November orders because your subscription was not canceled. All of the orders we shipped out were marked as delivered to the address we currently have on file: ***************************************. Due to the guidelines we have in place I cannot issue a refund for the delivered orders. In these types of cases, we are very glad to send you a replacement for the misdelivered or lost shipments. Could you kindly send an email to ********************************** with the subject line "Attn: **************" to confirm your new address? This will help us ensure that replacement packages will be delivered to you safe and sound. Ill look forward to your response! Also, just to assure you: your subscription associated with email: ************************* is now canceled and you will not incur any future billing. If you need any further assistance, please email us directly at **********************************. Keep safe! 
  
  

• Initial Complaint

  08/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 18th I sent an email asking to cancel my subscription with no response and then I sent another email on July 25th asking to cancel again, I had forgotten about it assuming my account would he canceled until August 9th when I recieved an email saying my order was being processed so I contacted again asking why when I had canceled TWICE already. I got a response saying my subscription was canceled but they would not cancel my order or refund me even though I should have never been charged in the first place. I sent proof showing I emailed twice to cancel and they just don't care I think they just ignore their emails to get more money from people I have read other complaints of people saying their emails have been ignored. I just want my subscription canceled and my money back. It's sad because I actually really liked this company and the idea but I can't support a company who ignores customers.

  Business response

  08/25/2023

  Hi ******, thank you for getting in contact with us. Our cancellation process is in no way meant to be tedious or difficult. We do ask our subscribers why they wish to cancel their subscription, only to see if there is anything about their experience that caused them to cancel that we can rectify. Looking over our system, I couldnt locate any cancelation requests prior to August 9th. Please see the attachment image of our email requests that matches your name. I  see that one of our Customer Experience Agents, ************ replied to your query and canceled your subscription so you will not incur any future billing.  Sorry to see you go. By the time you contacted us, your August order was already processed and it was too late to cancel it at that point. But, as an apology for the frustration caused, I have issued a courtesy refund of your August payment, so $18.14 will reflect within **** business days once the funds have been disbursed on the end of your card issuing bank. Hope you'll keep your August order as a gift for the inconveniences caused! If you have any further questions, please email us directly ********************************** and a member of our team will get everything resolved for you. Thank you!

  Customer response

  08/26/2023

  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,
  
  *************************/******
  
  
  
   
  
  

*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. ↩