Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order was supposed to be shipped January 21st, still has not shipped. Company has no idea when it will ship as they are waiting for their shipment. This is a frequent occurrence with this company, their customer service is poor and states they will not refund the amount order per membership agreement. Pretty sure that agreement only holds up if you actually send what was purchased. I wouldnt subscribe here, just do decants from a reputable site.

  Business Response

  Date: 02/20/2025

  This members parcel was delivered through the **** on 2/12/25 within the delivery expected times.  Tracking below. In fact on 2/10/25 we refunded the ******* charge and then 2 days later her parcel was delivered.  Below are all our communications with this member; however, we have not heard from her again after we issued the refund and she received the shipment now for free.

  ***** ******
  *************************
  ******, ********
  US

  ********************************************************************************

  PREVIOUS MESSAGES WITH MEMBER:

  Re: Subscription delayed
  From: *************************** <***************************>
  
  Sent: Mon, Feb 10, 2025 at 11:52 am
  To: Sarah ******
  
  
  
  Given the continued delay in shipment, we have refunded the ******* charge of $36.95 to your credit card.
  
  Want FREE perfume or cologne? Invite friends and family to get free fragrances, get started at *****************************************************
  
  Regards
  Chrsitina
  The Scent Crew
  ******************************  - where scent happens
  ***************************
  
  
  -----Original Message-----
  From: "***** ******" <****************************************>
  Sent: Friday, February 7, 2025 2:42pm
  To: "***************************" <***************************>
  Subject: Re: Subscription delayed
  
  
  I do not believe that as a merchant you have no way of issuing refunds for not holding up your end of transactions. So if this is not refunded, I will be doing a payment dispute and a BBB complaint, as well as negative reviews on other sites.
  
  On Fri, Feb 7, 2025 at 12:45?PM *************************** <***************************> wrote:
  Your account was cancelled on 2/6. We apologize, but we do not refund the monthly fee. Once we receive our stock shipment, your order will ship and the tracking below will update. We apologize again for the inconvenience.
  
  ********************************************************************************
  
  Want FREE perfume or cologne? Invite friends and family to get free fragrances, get started at *****************************************************
  
  Regards
  ***
  
  The Scent Crew
  ******************************  - where scent happens
  ***************************
  
  

   

  
  

• Initial Complaint

  Date:01/30/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My boyfriend created a scent box profile for me as a Christmas present on December 19, 2024. On December 24, I logged into the account and selected myperfumes to be delivered. When he purchased a subscription, he got the deluxe two bottle plan. I am still currently waiting on my order from first month. I emailed the business a few weeks ago and received reply back that one of my orders was out of stock and that it would be shipped just as soon as they had it stock. I really wish that they would have offered me a scent replacement so I could get my first months subscription package. But they didnot. instead, it is now been well over a month and I am currently still waiting on my first package. In fact, my second months orderhas already said that its been shipped, but I have yet to receive my first months order. Ive only gotten contacted one time from this company after emailed at least twice about this issue. I really wish someone would just tell me when I can expect my package. as it sits right now, my tracking number still says that **** is waiting on the package from scent box.

  Business Response

  Date: 01/30/2025

  We have been in contact with this member, account ******.  We already apologized to her for the lack of delivery on her December scents and we issued a resend on the parcel. Once the parcel reships and the **** rescans the package, her below prescan tracking will update.

  DECEMBER RESHIPMENT PRESCAN **** TRACKING:

  ********************************************************************************

  We are also processing her January scents for shipment. Once they ship and the **** rescans the package her below prescan tracking will update.

  ********************************************************************************

   

   

• Initial Complaint

  Date:01/06/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order in mid November telling me the order would ship out Dec 14th. Theres been no update and no way to contact anyone from said company. It is now January 3rd and *** received no product. I requested a refund that was denied by the company and feel scammed. They took my money very quickly but have not followed thru with any updates or communication.

  Business Response

  Date: 01/06/2025

  We have responded to every email this member has sent and we had apologized for the delay in shipment of her first month scents.  The member will still receive the Dec shipment and we have also issued a full refund for her first month discounted fee of $38.98.

• Initial Complaint

  Date:12/17/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BILLED 11/21/24, NOTIFIED MY SUBSCRIPTION BOX WAS SHIPPED 11/25/2024. AS OF 12/09/2024 PACKAGE HAS NOT BEEN DELIVERED NOR HAVE I RECEIVED ANY UPDATES REGARDING SHIPPING STATUS. COMPANY IS UNRESPONSIVE VIA EMAIL AND PHONE.

  Business Response

  Date: 12/17/2024

  We did respond to every email he send.  Copied below. We kept this member informed and as of 12/16/24 his parcel was delivered to his below address.  We do not refund the charge per our membership terms.  If a member has a delivery issue then we will absolutely resend their monthly parcel.  If this member did not receive his delivered parcel yesterday at his below address, he may certainly contact us and we will resend the shipment.

  **** *******
  ************************************************************************************
  US

  USPS TRACKING ON NOV SHIPMENT DELIVERED 12/16/24:
  

  ********************************************************************************

  PREVIOUS COMMUNICATIONS BETWEEN THE MEMBER AND OUR STAFF THAT THIS MEMBER ACCUSED US OF NOT KEEPING HIM INFORMED.

   

  Re: Monthly Order ****** Delayed
  From: *************************** <***************************>
  
  Sent: Mon, Dec 9, 2024 at 8:26 pm
  To: Mike *******
  
  
  
  Your tracking should update by Friday.
  
  ********************************************************************************
  
  
  Want FREE perfume or cologne? Invite friends and family to get free fragrances, get started at *****************************************************
  
  Regards
  *********
  The Scent Crew
  ******************************  - where scent happens
  ***************************
  
  
  -----Original Message-----
  From: "**** *******" <*******************************>
  Sent: Monday, December 9, 2024 4:24am
  To: "Scent Box" <***************************>
  Subject: Re: Monthly Order ****** Delayed
  
  
  Still no shipping confirmation?
  
  On Nov 29, 2024, at 3:00?AM, Scent Box <***************************> wrote:
  
  
  Hi ****,
  We're very sorry, but unfortunately your Nov 2024 shipment of Stronger With You Intensely by Giorgio ****** will be slightly delayed due to supply issues. Your order should ship within 4-5 business days and you will receive a tracking email confirmation once it ships.
  Sincerely,
  The Scent Crew
  **************************

   

• Initial Complaint

  Date:12/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is an issue of false advertising. When you are considering starting this subscription order of course youre hesitant. So they have a nice drop down of FAQ one being can I cancel/are they consequences if I cancel? And knowing I would not keep this subscription for life I wanted to make sure of this. It says If you need to cancel your membership, simply head to your account and hit the "Cancel Subscription" link under your Subscription Status menu.Make sure to cancel before the 3rd of the month, when your queue is locked for the billing cycle to take place on the 5th. We do not currently offer refunds for first-time shipments or renewed subscriptions. cool! Fine! Dandy! Now I go to cancel and cant find the cancel subscription link anywhere. But what do I find? Teeny tiny writing under my profile Please contact our Customer Support to cancel your subscription ************************************ Is that simply heading to your account and hitting cancel subscription ??? Ridiculous.

  Business Response

  Date: 12/08/2024

  Unfortunately this person is filing a complaint about a different merchant using our business name.  This person has never had any account with our company Scentbox and under our FAQ's, we clearly do not state a date to cancel by each month.  Below is copied directly from our FAQ's with the question "How Do I cancel my monthly subscription?"  Answer on our website does not match this customer's answer:  Of course we hate to see you go, but you can cancel anytime before your monthly charge date by contacting us here or sending an email to *************************************************.  We graciously ask that you inform this person that she needs to have the correct merchant before filing a BBB complaint .

   

  Thank you
  

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I havent ordered from here and it took money from my account

  Business Response

  Date: 09/17/2024

  Unfortunately this customer has our company ******************** confused with another merchant.  We have no account for this person using their full name/address as our search tools. We also don't charge the amount they are accusing us of charging them.  We graciously ask that this customer reviews the name of the merchant that appears on their credit card statement.

   

  Thank you.
  

• Initial Complaint

  Date:09/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I HAVE AN ACCOUNT WITH ********************** WHERE I HAVE TWO SAMPLE PERFUMES DELIVERED TO MY HOUSE ....ALL PACKAGES FIT IN MAILBOX THUS THE **** IS UTILIZED AS COURIER HOWEVER THERE HAS BEEN A COUPLE OF TIMES WHERE IT HASNT BEEN DELIVERED ALTHOUGH IT STATES IT HAS BEEN AND ZERO RESOLVE FROM ****. FOR THE PAST SEVERAL MONTHS IVE HAD TO WAIT FOR THE CARRIER SO THAT MY PACKAGE IS NOT LOST OR STOLEN. I COULD NOT **** HIM DOWN THIS TIME AROUND SO PACKAGE IS MISSING AND SCENT BOX SAYS NOTHING ....ITS MY FAULT . THEY COLLECT YOUR MONEY AND TELL YOU TO FEND FOR YOURSELF OR ACCUSE YOUR OF STEALING YOUR S*** BECAUSE ITS OBVIOUS THE **** ONLY HIRES ANGELS . I WANT MY LAST ORDERED WHICH STATED DELIVERED AND I DONT HAVE IT AND OR A REFUND . #******ACCOUNT HAS BEEN CANCELLED BUT I WANT MY MONEY BACK .

  Business Response

  Date: 09/07/2024

  We are in response to this member's complaint.  We have reviewed her account ******. This member has not contacted us regarding her ****** shipment.  This is the first we are hearing of the issue that her local postal carrier delivered the parcel on 8/27/24, tracking below but she never received it.  Had she contacted us we would never tell any of our members it's their fault. We simply apologize and always resend the shipment.  Also, this member's recurring charge date each month is the 14th.  We received payment for ****** on 8/19/24, processed, and shipped her scents that were delivered on 8/27/24.  This last time we heard from this member was in May when her parcel was once again delivered by her local postal carrier but not received. We immediately resent the shipment which was successfully received by her on 5/20/24.  We normally do not refund the monthly fee, we always resend the shipment.  As a one time courtesy given her situation with her local postal carrier we have issue a refund for her ****** charge in the amount of $56.95 and her account remains cancelled per her request back on 8/29/24 before she filed this complaint with the BBB.  *********** has no control over issue with our members local **** carriers but we will always resolve the issue through reshipment.  We hope this will now resolve her issue with her local postal carrier.

   

  ******* ********
  ******************** 4F
  ********, ** 10034
  **

   

  ********************************************************************************

   

   

• Initial Complaint

  Date:05/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to cancel my subscription three times and am continuously billed about $30/month by this crooked, deceitful company. Here is the issue -there is NO WAY to cancel your membership via their website, you have to email a support person. This person claims to have canceled my membership last time but never did. -there is NO WAY to remove your credit card information from their website. You are unable to remove payment details that would prevent them from charging you.-they repeatedly claim that they have already canceled but continue to charge you. It is disgusting.

  Business Response

  Date: 05/31/2024

  We have reviewed ***************************** account ******.  She requested to cancel her account back on 4/30/24 and we apologize if she never received her cancellation confirmation email below that was sent to her.  We never previously received any request to cancel this account. Her last charge from our company was on 4/30/24. Since then she has not been charged and we do not have her credit card information in our system so we wouldn't be able to even attempt to resubmit a charge.  Unless she wants her account completely deleted out of our system she can still login but she will notice that there is no billing information listed. We keep the accounts cancelled but available to our members past and present so they can login and reactivate if they choose to. For those like this member who had personally requested to delete her billing card details, she would have to update her billing information if she ever decided to reactivate her account. This is the only account this member has ever had so for her to accuse our company of continuing to charge her is not a correct or fair statement.  The last charge was the *** charge she knew she would receive when she cancelled on her charge date and still received her *** shipment on 5/14/24, tracking below.

  ********************************************************************************

  PREVIOUS CANCELLATION CONFIRMATION EMAILED TO THIS MEMBER BACK ON 4/30/24 WHEN SHE CANCELLED HER ACCOUNT:
  

  Dear ***************************,We're sorry to see you go, we've cancelled your subscription as requested & you may resubscribe at any time. You will receive *** shipment that was already charged. Also, you can order any fragrance in our signature atomizer without a subscription, go to "Shop" on the menu tab.Sincerely,The Scent Crew ScentBox.com
  submitted by: ********* on 04/30/24 03:58:30 PM
  submitted to: *******************

• Initial Complaint

  Date:04/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 17, 2024 38 dollars for premium 2 scents Scentbox My scentbox was delayed and they have been telling me my shipping update will change at the end of last month and has yet to change. They refuse to give my money back. I paid for their service and I've been lied to about my shipment. I paid on the 17th of last month and have not received anything from them.

  Business Response

  Date: 04/25/2024

  Unfortunately this is the first time receiving this complaint from this account member ******.  We also reviewed his account without any notes of contact made by him regarding his February shipment.  We keep records of all calls, voicemails, emails, contact thru social media.  He cancelled his monthly subscription plan on 2/24/24. He was informed with the following message for the cancellation confirmation.

  Dear ***********************, We're sorry to see you go, we've cancelled your subscription as requested & you may resubscribe at any time.You will receive your current shipment that was already charged as the customer must cancel or pause the account prior to your monthly recurring charge date to avoid the charge. Also, you can order any fragrance in our signature atomizer without a subscription, go to "Shop" on the menu tab. Sincerely, ****** The Scent Crew ScentBox.com
  submitted by: ****** on 02/24/24 02:12:23 PM
  submitted to: ************************

  He has never once contacted us that his February shipment was not received.  We have records and the **** tracking link is below confirming his February order for 2 scents was delivered to the only account address we have on file on 3/9/24 which is well within the delivery times of 7-10 business days (not counting weekends/holidays) from his account scheduled ship date of the 21st.   If he never received his shipment he needs to contact us @ *************************** confirming he didn't receive the shipment or his address has now changed so we may resend the scents.  He also was informed through our terms and conditions that we do not refund the monthly recurring subscription fee of $36.95; however, we would definitely resend his scents if he is unable to locate his delivered parcel.  In fact on his cancelled account it shows he started an exchange on one of his February scents but the return **** tracking shows it was never returned to our company.  We do not process any free exchange until we receive the returned parcel back to our warehouse.  We are more than happy to resolve this  issue with his February shipment once he contacts our company.

  FEBRUARY **** TRACK DELIVERED TO HIS ABOVE ADDRESS ON 3/9/24:

  ********************************************************************************

  HIS FEBRUARY EXCHANGE RETURN **** TRACKING SHOWS IT HAS NEVER BEEN RETURNED TO OUR WAREHOUSE:

  ********************************************************************************

  Thank you,

  *********

  Customer Svc Mgr.
  

   

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to this company's sent box on December 4th 2023. They immediately took the money out of my account. It is now December 27th and I have yet to receive my order. I have emailed them several times only to get the same excuse. They say some items where on back order even though in my account it says these items were shipped out on December the 8th which was a lie, only a tracking label was created. I ask them to send my something that was not on back order and I was told they do not break up shipments, which absolutely makes no sense. I emailed them one last time and told them to either refund my money or ship my products and that I will be filing a complaint. Again I get told the very same thing we're sorry it was unforeseen but we don't refund the money but you will receive your products, they have assured me this on several occasions. I still haven't gotten them even though they took the money on December the 5th. I imagine that if they are doing this to thousands of people then they are making a lot of money because what I ordered was well over $40. This is just wrong they should not treat people this way. People work hard for their money. The concept of this company is nice but I feel that I am being given the runaround because I still have no product and they tell me they will NOT refund my money.

  Business Response

  Date: 01/24/2024

  We were in direct communication with this member and her account scheduled ship date was the 14th.  We informed her the parcels were running a little behind on shipment; however, her order was not only shipped but the below **** tracking confirms she received the delivery on 1/2/24.  If she did not receive this delivered parcel, then she would need to contact us so we may resolve the problem.  We have not heard from this member since the date she cancelled her account on 12/26/23 and below is her confirmation of cancellation email sent to her email address.

   

  *************************
  **********************************************************************************
  **

  **** TRACK CONFIRMATION OF DELIVERY ON HER FIRST MONTH SCENTS:

   

  ********************************************************************************

  Dear *************************,We're sorry to see you go, we've cancelled your subscription as requested & you may resubscribe at any time. You will receive December shipment that was already charged. Also, you can order any fragrance in our signature atomizer without a subscription, go to "Shop" on the menu tab.Sincerely,The Scent Crew ScentBox.com
  submitted: on 12/26/23 03:40:34 PM
  submitted to: *********************

   

   

  Customer Answer

  Date: 02/06/2024

   
  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.
  
  Sincerely,
  
  *************************