ComplaintsforScent Box

• Initial Complaint

  09/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  05/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  *************************

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered from Scent Box and was so excited to be getting perfume samples. I have a tracking number that was generated on 2/2/23 but the status only says a label was created and I have yet to receive my order.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been waiting almost 21 days for my first month subscription. I emailed them 3 times and no response I called left messages and still no response. I finally got someone on the phone for her to tell me she doesn't know why but my shipment never shipped! I want my money back and all they said they can do for me is reship something they never shipped in the first place. I have dealt with scentbird and many online retailers and never have i been so disappointed with the customer service. Not even amazon is this bad!

• Initial Complaint

  12/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Monthly subscription was charged and supposedly shipped on 11/22. Service usually takes 5 days to receive after shipment date. Shipment wasn't received and no update or communication was sent to inform me as to why. Next monthly payment was still taken on 12/22 even though prior shipment still hadn't been received. November order was finally delivered on 12/31 over a month late with no communication. The "contact us" link on the website is broken and only goes to an error screen so there is no way to contact the company. If you ****** search the company, the contact link still goes to an error screen. I tried calling the company but haven't received a response yet. Interesting way of doing business. I did finally get what I ordered but it seems unprofessional to charge another monthly payment prior to the customer receiving the previous purchase and having broken links on the website so the customer can't get a resolution.

  Business response

  01/25/2023

  We have email communications with this mbr and apologized for the delay in delivery of his Nov shipment. Tracking below confirms it was received on 12/31/22. His Dec was delivered within the expected mthly delivery times **** business days from the mthly ship date of the 28th. We are not sure why he filed a complaint when our members have the ability to pause their accounts from 1-3 months prior to their current mthly charge date if they do not wish to be charged for that month. He never once paused his account. We also had previously apologized to him for the delay in delivery of his Nov shipment that has now been received.
  
  NOV **** TRACK DEL 12/31/22:
  
  ********************************************************************************
  
  DEC **** TRACK DEL 1/3/23:
  
  ********************************************************************************
  

  Customer response

  01/31/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Business attempts to make buyer look wrong. The delivery from November which was charged on 11/23 was finally received over 30 days after payment on 12/31. The website says the max ***** would be **** days. The next installment for December was already charged before the previous shipment had even been received. Both shipments were eventually received and business did issue an apology for the ***** but not until after complaints were filed. Business failed to provide updates or communication about delivery *****s prior to complaints as well. Overall, the business messed up and is now trying to cover there tracks by blaming the consumer for not pausing the subscription. Why would the consumer pause their subscription if they were under the assumption that the product they purchased was on its way?

• Initial Complaint

  12/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a subscriber since October, 2022. I never received my November shipment, despite two resends. When i attempted to simply cancel the first time they said they would just resend, do I waited. The tracking number never updated. After many phone calls and emails, which I have, I continued to try to cancel because the website does NOT let you do it on your own. I even had to take money off my card so next months wouldn't go through because they just kept trying to resend instead of just canceling. After getting heated, they finally canceled (also, after I took the money off my card and next month's charge didn't go through). They insist that they can't give refunds despite two failed resents. They wouldn't let me talk to a manager. It is impossible to get through. The website kept breaking on trying to cancel myself, contact someone else (this is on purpose to limit calls and cancelations and is predatory). I don't want to have to go to court, i just want a refund. I don't want the perfume from them anymore. And i certainly don't want to be out 56 bucks while I wait for another failed resend. Tracking: **** ********************** Shots of crashed site, repeated phone calls, included

  Business response

  01/25/2023

  This members November shipment not only was shipped the first time but a second shipment which below shows was delivered to her address on 1/3/23. We also cancelled her account on 12/22/22 when she initially requested to cancel. We explained to her that we do not refund the mthly charge when a member pauses/cancels on or after their charge date. Her charge date was the 21st of each mth. She joined in Oct and had no problem receiving her October shipment, tracking below. We feel we have completed this problem. We have not heard from this member after reshipping her December shipment which the below tracking confirms was delivered to her on 1/4/23.
  
  NOV RESHIPMENT **** TRACK DEL 1/4/23:
  
  ********************************************************************************
  
  OCT **** TRACK DEL 10/29/22:
  
  ********************************************************************************
  
  
  

• Initial Complaint

  12/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company charged us twice in one day for a subscription service. One charge was for $30.95 and the other for $29.95 on December 21. We called the same day to see why and they refused to give my wife any information on the account. Scentbox representative ******* stated that the name is under ******* and he needs to call. This is alarming since this account was started, paid for by and under the email of ****** whole bought this as a gift to *******. An email was sent asking scent box to close the account and refund both charges and to cancel any future orders since their business dealings are shady and they will not give their customers information on the charges they placed with no authorization. Their response was to only cancel the subscription service and they will send out their product. They did not address the double charge or cancel both charges as asked. We do not want to do business or buy any more products from this company as already stated to them via phone and email and they are refusing to refund us even though they double charged us and did not give an explanation why.

  Business response

  01/24/2023

  We have addressed this issue with the member. We have all correspondences where we explained the account was not in her name. Her spouse had to contact us to cancel the account or make changes because her name was no where om this account. We received the email to cancel and when we located the inadvertent charge of $29.95 on 12/21/22 & we refunded it. We did not refund both charges because one was the members regular mthly subscription charge. We also apologized for the mistake on our part of the charge mentioned above. This issue has been resolved and the account cancelled per their request.

  Customer response

  01/30/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I understand that I placed the account in my husbands name because I purchased it as a gift for him. The payment method was under my name and so was the email. This company has not resolved the issue as I asked for a complete refund of both charges. I had asked for them not to send us the perfume because we did not want to do business with a dishonest company. The response given was very arrogant with an attitude that yes we made a mistake, so what deal with it and we will refund the extra charge. I want people to know what kind of greedy people they are doing business with ordering from this company. They said they found not refund because the order was placed. But then did not send the item for another 3 weeks. This definitely could have been cancelled. As a courtesy fir charging us double the least they could have done was be a bit humble and just refunded us for both charges and NOT sent the item as we asked. So no this was not resolved.

  Business response

  02/01/2023

  We did not refund per our terms and conditions of our subscriptions. In addition there was nothing on this account pertaining to the husband's name so he was contacting us demanding a refund but his name and email where no where listed on the account. That is against our policies. We have now way of knowing someone is just trying to cancel another persons account. We resolved this problem and we shipped the items as we stated we would.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had a subscription and never received any of them and they won't issue a refund . When they charged my card 30$ for a subscription I haven't been receiving . Then the lady that answers the phone keeps saying no one else is available to help me . I want my money back i don't care for the subscription anymore and I'd like for the business to be taken down or something and stop stealing money from their customers .

  Business response

  12/05/2022

  Business Response /* (1000, 5, 2022/11/16) */ This member's parcel was shipped as we explained to her in our Oct emails. After reviewing the **** tracking her parcel has now been returned to sender due to address issue of "Addressee Unknown". If she would like to email with a valid address, we would be more than happy to resend her returned parcel. *********************************************************************************************************************************************

*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. ↩