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Business Profile

Perfume

Scent Decant

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Perfume.

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/06/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 ordered the products on February 1, their website showed nothing shipped as of March 1st. I contacted their help desk and got a clearly automated reply claiming the shipment was lost and asking me to confirm my address, which is in my account on their website and on the order in their website. I did so, repeatedly, March 3rd, 4th, 5th and 6th no response to my request for a refund or shipping date, just a repeated identical message asking me to confirm my address which they already have. .Got the same automated response again, and again, and again. It wasn't until I sent a response threatening complaints to the ***, the State of **************************, the *** ********************** ******* and ****** that I got a different response saying my order would be reshipped. I'm skeptical I'll receive anything, let alone authentic product. Having done 1143 fragrance reviews on *************** I have the means and should anything actually arrive I will certainly determine if the fragrances are authentic or not.

    Business Response

    Date: 03/08/2025

    A new order (no additional cost) has already been sent out and will be delivered Thursday, it can be tracked here:

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

  • Initial Complaint

    Date:02/05/2025

    Type:Delivery Issues
    Status:
    Answered
    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.
    Scendecant a **************** ******** company, stay away!!!! Opened package and vial of so call J'adore poured out in my lap and on my couch. I was upset about losing the entire vial, but EVEN MORE upset because as a user of J'adore, that WAS NOT J'ADORE. The second scent was just as bad. Now I'm stuck with this HORRIBLE smell on my couch. I have to take a shower it stinks so bad.

    Business Response

    Date: 02/13/2025

    We're sorry to hear about your issues with this order. A replacement order was shipped on Feb 7th and delivered on Feb 11th. You can track it at ************, with tracking number **********************. The reason the J'Adore did not smell like J'Adore is because you didn't order J'Adore, you ordered J'Adore Infinissime, which is a completely different fragrance. J'Adore was released in 1999 and J'Adore Infinissime was released in 2020.

  • Initial Complaint

    Date:01/31/2025

    Type:Delivery Issues
    Status:
    Answered
    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.
    Date of transaction: 12/19/2024 I purchased a $50 gift card and never received the code for the gift card. I have had several emails with the company asking for the code of the gift card or for them to resend. They have yet to successfully send the code. I would like a full refund or the code to the gift card in the response emails.

    Business Response

    Date: 02/08/2025

    We're sorry you were never able to receive the gift certificate code. We have issued a full refund and deactivated the gift certificate.

  • Initial Complaint

    Date:11/05/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 ordered a travel size perfume from Scent Decant. I received the order but it is not authentic. I have the exact perfume from the manufacturer in a full size bottle. The travel size that was sent by Scent Decant is not the same, and it is not authentic. I reached out to the company to advise them and asked for a refund. The company stated they do not offer returns or refunds. I will not pay for something that has been falsely advertised as authentic. I am asking the company for a full refund.

    Business Response

    Date: 11/13/2024

    We're sorry you were not happy with your purchase, we hear very few complaints in regards to the quality of the fragrances. All fragrances are 100% authentic and decanted directly from the original manufacturer's bottle. We've issued a full refund as a courtesy.

    Customer Answer

    Date: 11/13/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    **** *****

     

  • Initial Complaint

    Date:09/25/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    Ordered 19 items. They sent 11 and then made me send them a picture of the packing slip and a list of the eight missing items. Now I am leaving tomorrow without the travel spray I ordered. And, the company stated they won't give me a refund, just a resend. I will not have the items I ordered for my vacation and the resend will not be here in time. Ordered initially placed on Sep 13. Arrived Sep 20. I wrote to the company about the missing items on the 22nd and was told I needed to send them a picture of their packing slip and list the missing items. I also requested a refund because I am leaving for my trip on the 26th. The 24th they told me they don't refund, even when they completely miss half your order, and have resent. I want a refund and I will be sending their "resend back." $34.35 is the price I paid for the missing items plus tax.

    Business Response

    Date: 09/26/2024

    We do apologize for the missing items. The customer has already contact us through customer service and a resend for the missing items has been resent. Delivery is expected Tuesday. It can be tracked through ********, tracking number **********************.

  • Initial Complaint

    Date:04/10/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 submitted a formal complaint regarding an order I placed with Scent Decant. Despite being charged, I have not received the order. The customer support team insists that the order was delivered and has declined to assist me. Additionally, I purchased shipping protection which was not honored, despite having paid for it.

  • Initial Complaint

    Date:01/11/2024

    Type:Product Issues
    Status:
    Answered
    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.
    On January 2, **** ORDER ***** was place with the business according to the businesses website processing takes one to two business days more than a week and a half has passed. No product has shipped. I have left a messages messages on every social media platform I get less than one correspondence every every other day the business is a complete scam. They refused to issue me a refund and or send me my products which at this point Im not interested in anymore because I dont believe the business is legitimate.

    Business Response

    Date: 01/11/2024

    The order has shipped and delivery is set for Tuesday the 16th, it can be tracked here:

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

    The delivery date is well within the delivery estimate given at checkout, which was: Thursday, Jan 11Wednesday, Jan 17

    In the future we offer faster shipping methods than the FREE Economy Shipping option the customer chose.

    Customer Answer

    Date: 01/12/2024

    The business is a total scam never again! They have the audacity to tell me to pick faster shipping but there website says processing time is 1-2 days what a joke I will never order from them again and will tell everyone buyers beware !!!

  • Initial Complaint

    Date:12/24/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 ordered 6 womens perfume decants. One of which was a perfume I have used for years, one was a sample I had recently tried, and the others were new to me. My order was not packaged correctly and I was sent what I believe is the mens version of the perfume I ordered. (Not the womens version I ordered and have worn for years). The perfume I recently sampled also smelled different. I contacted the company with my concerns and asked to send my order back and have it redone correctly. I was told they rarely get complaints, no offer to resolve my issues. I explained that I was likely sent the mens version of what I ordered. I was told my order was packaged correctly with no resolution offered again. If my order was packed correctly there is a problem with their website. I was never on a page of mens cologne and thats what I was sent. This company refuses to admit that a mistake couldve been made and have no intentions of even verifying my complaint much less correcting the issue.

    Business Response

    Date: 12/24/2023

    We're sorry for your troubles. You can download a prepaid return label here:

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

    Please drop the incorrect items back in the mail and we'll send out the correct items, at no extra charge of course.

    Sincerely,
    ScentDecant.com

  • Initial Complaint

    Date:03/08/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 made a purchase on scent decant website. Their system automatically charges people for shipping protection and customers have to click a button to opt out of shipping protection. Its $1.00. I selected to opt out of it but, their system did not register it and they charged me for it. I sent an email as soon as I noticed it on my email order confirmation which was Saturday when I placed my order and also sent the email. I have since had follow up emails every day since then along with ***** calls and they will not contact me back.

    Business Response

    Date: 03/08/2023

    We did not make any changes, plus the customer was refunded in full, yes we refunded the whole $1.

    Customer Answer

    Date: 03/08/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. All that had to be done. I don't know why you all let it get to this point of contacting the BBB to get a resolution. 

    Regards,

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

     

  • Initial Complaint

    Date:11/18/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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 had ordered from this website supposedly they shipped the item emailed me a tracking number but I have not received the order. Now Im asking for a refund and they dont want to give me. They took my money.

    Business Response

    Date: 11/19/2022

    The order was shipped via **** on November 8th and was confirmed delivered on November 10th, the package can be tracked here showing delivery:

    https://tools.usps.com/go/TrackConfirmAction.action?tLabels=9400111206213400058579

    Customer Answer

    Date: 11/19/2022

    Yes the tracking says delivered but it is not in my possession. I dont want to pay for something I did not receive I want a refund. 

    Business Response

    Date: 11/23/2022

    We're willing to offer the customer a reshipment of their order as a courtesy. We cannot offer a refund on confirmed delivered orders, which this order was clearly confirmed as delivered.

    Customer Answer

    Date: 11/30/2022

    I would like a refund or store credit

    Customer Answer

    Date: 12/05/2022

     I will accept the resolution for a reshipment. But I would like them to send mailed out with next day air so that I am home to receive the package.

    Business Response

    Date: 12/06/2022

    We've issued the full refund.

    Customer Answer

    Date: 12/08/2022


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    Akta *****

     

Scent Decant is NOT a BBB Accredited Business.

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