Complaints
This profile includes complaints for Scentsy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 33 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/13/2025
Type: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.
Terrible customer ********** wall plug from one of my mini warmers broke, the ground snapped off. I msgd my condultant 3/16/25 she said she would submit an email to customer service. 3/30/25 I **** my consultant asking for an update. She hadn't received a response yet but she was going to contact them again.4/3/25, msgd my consultant again, same answer from her.I emailed Scentsy myself a few days later explaining everything and asking for a response.... nothing. Today is 4/13/25. That's a month of Scentsy blowing me off after 3 emails being sent. Highly disappointed
Business Response
Date: 04/14/2025
We are so sorry she has not received a response. We will direct customer service to issue a replacement warmer.
Best Regards,
***** ******
Legal Assistant | Scentsy, Inc.
Customer Answer
Date: 04/16/2025
Complaint: 23199370
I am rejecting this response because: company still hasn't reached out to me via email.
Sincerely,
***** ******Business Response
Date: 04/24/2025
*******,
Would it be possible to show in the text what our response was, so we can contact our team and see what has or hasn't happened?
Thank you.
***** *.
Legal Assistant/Scentsy, Inc.
Customer Answer
Date: 04/24/2025
Better Business Bureau:Still no contact from Scentsy but I did receive my replacement
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
Date:01/13/2025
Type: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.
During the month of December my warmer dish broke. I approached a consultant at a craft fair who was rude and not interested in helping me replace it. So I called scentsy. Exchanged emails and took photos. This was the week before Christmas. I thought it was an easy fix. All I needed was a replacement under warranty. After several emails scentsy pushed me off to find a consultant and then was closed. I eventually received some emails, went back and forth with a consultant. They wanted more pics and 2 weeks later, my dish was discarded. Scentsy is unable to access the photos I did take. I called and they will not replace my dish. This is a warmer dish for the ***** glow warmer. Case # *******. All I want is a dish.Business Response
Date: 01/14/2025
We may be able to replace the dish (depending on whether or not we still carry it) however, we will need the name of the warmer and the order number if the customer has it.
Best Regards,
***** ******
Legal Assistant | Scentsy, Inc.
Customer Answer
Date: 01/14/2025
Complaint: 22806687
I am rejecting this response because: it is the ***** glow lamp. I do not have my order number it was a gift.
Sincerely,
***** *****Business Response
Date: 01/20/2025
Despite the customer not being able to prove anything we have asked of her, Scentsy went ahead and will send a warmer lid to the customer. Please note that she does have a consultant that she uses all the time.
Regards,
***** *.
Legal Assistant | Scentsy, Inc.
Customer Answer
Date: 01/20/2025
Complaint: 22806687
I am rejecting this response because: I will wait until product arrives or shipping tracking number is provided. Despite the fact that scentsy voids warranty if you use any wax product but theirs . My *** that I "use all the time" will not be contacted any further, (or getting my business) thanks to you, and your other ***, from your site does not respond to emails when I asked her if she could order it along with her next order for free shipping. meaning I would just pay the 8.00 coat of the dish, (but not paying ***** shipping-ridiculous-cost more than dish. Since no resolution was working that is why the BBB was contacted.
Sincerely,
***** *****Initial Complaint
Date:01/09/2025
Type: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.
So I ordered from scentsy at the end of December, 2024. I never received my order and in investigating the situation it was shipped to some random address. I reached out to my consultant and she had me calling fed ex which I did the delivered it to random address, then asked me to go to said random address! Then asked me to call Scentsy! I told her no I would prefer you to (like do something) I reached out to them anyway and the customer service lady was very nonchalant and rude and said I never updated my email and it went to an old address. Well first of all I have never ordered from scentsy nor have I ever leaved in any other address so to me it sounds like a scam with either the constant or the company so I am out all my money. Then later that night the consultant texts me saying scentsy is working on it, which indicates to me she never called!Business Response
Date: 01/13/2025
The customer ordered directly from the CWS/PWS and connected to a consultant for the first time. She entered her own order including the mistaken address as nobody else had any input on this order. The order was shipped to the address she gave which unfortunately was undeliverable. The package was returned to sender. Contrary to the customers account, the Consultant did reach out to Scentsy's support and the order was in the process of being resent or reordered pending confirmation of the correct address and or apartment number if necessary. This has since been processed.
***** *.
Scentsy, Inc./ Legal Assistant
Initial Complaint
Date:12/05/2024
Type: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 cancelled my scentsy consultant website twice and I was billed the last 2 months of $15.00. I was told again today that my website was not cancelled and they cannot give me a refund. I do not make much money and my account is now overdrafted due to losing $15.00. They did not seem interested in assisting me and never sent me the email on fixing my issue. I was able to get my ID and it was cancelled. But if Im Billed again I will not be happy. Im disappointed that that they can get into my account but they can not shut it off. They arent very receptive nor accommodating.Business Response
Date: 12/05/2024
Our PWS (which is the consultants workstation basically) charges on a monthly basis. It is up to the individual consultant to cancel their subscription if they no longer wish to have the charge. This is not something Scentsy can do on her behalf. Instructions were sent to her on November 5th on how to cancel the subscription. Another email was said to have been sent today with the same instructions.
Best Regards,
***** ******
Legal Assistant | Scentsy, Inc.
Initial Complaint
Date:11/27/2024
Type: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 placed an online order with Scentsy and opted to have the order sent to the warehouse in *********. I did not realize they punish the customer for choosing this option. They apparently sent out one email and unlike all the 100s of other emails it went to my junk and was buried. They did not make any other efforts to contact me even though they had my phone number for a $160 order. They cancelled my order. They are so anti-customer that they penalized me with a 10% Restocking fee and absolutely refuse to refund all my money even if it means losing me as a customer. I feel that they are at fault but since they can take my money, they really just do not care.Business Response
Date: 12/02/2024
In Scentsy's terms and conditions of will call, it states if the order is not picked up in 10 business days from being available, we will restock the order and refund the total amount less the shipping a restocking fee of 10%. The refund in the amount of $140.65 was sent back to the ****** account used for the purchase, and the customer was notified by consultant support on November 22, 2024. The customer had access to all of **********************'s instructions.
***** ******
Legal Assistant | Scentsy, Inc.
Initial Complaint
Date:10/10/2024
Type: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.
Today was a huge sale at 1pm.I was but into que and stated 50 minutes, after about 30 I was into the site. I had all ny items in my cart and went to add one more and I was kicked off the page and put back in que, saying 30 minutes. Once it was nit turn again it said 420? Bad gateway and sent back out to que. Once I was in the site all the items in my cart were gone and the items were sold out.I called the 800 number and spoke to a gentleman and I explained what happened and he said "we knew we had issues and tech support was working on it."I asked why they didn't cancel the sale to make it fair to everyone since they knew there was an issue and he stated he didn't know. I asked to speak to a supervisor and I explained again what happened and she kept saying that once an item is gone its gone. I explained they knew there was an issue and said said the was not true on what he said I told her to go listen to what he said. So she went on to say they are sold out.If the system was working properly I would have been able to order all them items for myself and customersBusiness Response
Date: 10/15/2024
First we apologize for the inconvenience this may have caused the customer. The customer had the misunderstanding that if she has a product in her cart, it is reserved for her purchase. While she was shopping for additional items,some of her selections had sold out. This cleared those items from her cart which disconnected her somehow from the site and made her log back in.
Everything I have heard is that it is normal for product to sell out during the sale and become unavailable in existing carts. Until they are purchased, they are subject to sell out.
From our standpoint, we collected no money and from the sounds of things, we have no inventory remaining for sold out items. There is simply nothing we can do to satisfy her request to allow her original purchase.Best Regards,
***** ******
Scentsy, Inc.
Legal Assistant
Customer Answer
Date: 10/15/2024
Complaint: 22407287
I am rejecting this response because:They are not understanding the issue. Yes things are not guaranteed in your cart, I get that. The system kicked me off 2 different times and I had to get back in line. If the system was working properly I would have been able to get the items I wanted because they were in stock but when I was kicked off 2 times others were able to buy the items.
There were issues with THEIR system. I am not the only customer had had problems. Also when I called and talked to the customer service, their own employee stated that they knew there were issues. If they knew there were issues the sale should have been canceled.
I understand the items I really wanted are not available then they should allow me to get other full size buddies for ***** each ( i had 9 buddies) and 2 bundle scents 10 bars for 30.00.
Sincerely,
******** *****Business Response
Date: 10/29/2024
Unfortunately, the customer had the misunderstanding that if she has a product in her cart, it is reserved for her to purchase. However that is not the case; while she was shopping for additional items, some of her selections had sold out (there's nothing we can do about this) and so it cleared those items from her cart which disconnected her from the site and made her log back in. We collected no money from the customer and we have no inventory remaining for sold out items.
Best Regards,
***** ******
Legal Assistant | Scentsy, Inc.
Initial Complaint
Date:06/11/2024
Type: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 purchased product from consultant ************************* representing Scentsy for a fundraiser. There was a problem and instead of just emailing and telling me of said problem I was subjected to the idiots tirade and referring to me as scammer as you can see in the message exchange. I reported her to the *************** and they seemed to be totally fine with her treatment of a customer. That is terrible customer service.Business Response
Date: 06/12/2024
We have read the customer's complaint and feel that this matter appears to be between an outside entity and ******** posts. Our independent consultants/contractors are not employees of Scentsy, Inc.
Best Regards,
***********************
Legal Assistant | Scentsy, Inc.
Customer Answer
Date: 06/16/2024
Complaint: 21835495
I am rejecting this response because: Your consultants represent this terrible company and you should be ashamed to respond with such a pathetic response
Sincerely,
***************************Initial Complaint
Date:03/26/2024
Type: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 purchased shamrock scentsy warmer. I had someone bump it and the wax spilled over. I tried to wipe with a wet paper towel that was soaked in water. I tried to wipe the wax and all the print came off. They tried to first claim paper towel was to abrasive. I said it was wet and soft so it was not. Then said wax was hot. I sell it and a selling point is that wax is not and none of that melted. It came off after the water and wiping it. Then claimed it was my fault. How else would one clean it? My whole point is it's flawed. Should not come off with water and wiping it off. Not standing 100% behind their products like they claim. Can't replace it which I initially wanted. Their suggestion. Me try to buy another. WHY would I?????? I just want my money back.Business Response
Date: 03/27/2024
A refund was sent to the customer today via her paypal account which is where the original purchase came from. Our compliance department will email her about the refund. We have also sent her a priority return label so she can return the product at no cost to her, for our inspection.
Best Regards,
***********************
Scentsy, Inc. | Legal Assistant
Initial Complaint
Date:02/02/2024
Type: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.
Package not sent to address on file. Complainant is past representative, team leader with business so they have correct address but are stating i used wrong address when I use autofill and have never used address they shipped it to. Dishonest business practices, say one thing do another. Called to cancel order and refused to cancel prior to shipping. Did as instructed to locate pkg, person where shipped to stated refused pkg., described driver. ***** showing delivered in system, person at ***** desk in ********** stated showed returned and stated would contact me for redelivery, never happened. Per ***** they should open a lost pkg claim and are refusing to do so blaming me, stating i should have put in correct address, when i know i did. Have contacted consultant ordered under and no response, can't reach. They also refused to give party credits earned in the past, refused to replace items, shipped damaged items repeatedly then blamed ******* and more. It seems theres a long history of this with this company and believe, and is my opinion, this was done purposefully, as I complained about service on several occasions and filed complaints about representatives business practices and lack of follow through.Business Response
Date: 02/05/2024
This customer submitted a PWS order with the incorrect address. Based upon her comment she has attempted to retrieve the package but the receiver indicated they refused the package. This cannot be confirmed in tracking the package as it shows delivered only.
We are sending a new order to ***** to the correct address as a courtesy. The new order number is ********* and has confirmed the correct address being used. This should arrive within 10 business days.Best Regards,
***********************
Scentsy, Inc. | Legal Assistant
Customer Answer
Date: 08/22/2024
Hi I have changed my email since filing a complaint against Scentsy and don't remember what I used then, or the password. The matters been resolved to my satisfaction and I am trying to delete the complaint and cannot access the account. Please delete the complaint upon receipt of this email due to this. ***** * *******
Initial Complaint
Date:02/02/2024
Type: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 subscribed to their product plan that promised to always get what you signed up for, even if product was discontinued. I have not been what I signed up for, nor did I change my products included in my subscription. The company changed my subscription and refuses to honor my subscription as contracted and this is in completely contradiction of its highly promoted advertised guarantee of "ALWAYS GET YOUR BAR" promotion.Business Response
Date: 02/05/2024
Scentsy Club members may always get their bar as long as they follow the basic rules of the program. Each member may set up their subscription configuration and are allowed one skip per 12 month period. Skips may be requested or if a payment is missed this also counts as one skip.
This customer has had several skips through the time that she has been with the program. Usually one per year and it was observed that each skip was caused by a Authorization Decline on the Credit Card associated with the subscription. She had her interval set to receive her product every other month. It shows that a White *** and Cactus bar was included in the subscription since it began.
In July 2023 the club attempted 3 running days to process payment for that months order. All three times the Authorization was declined. This was her first skipped shipment of the year. Her September shipment went off as normal. Again in November 2023, three attempts were made to process payment for that months shipment. All three attempts were Authorization Declined once again. This was her second skip in 12 calendar months.
Per our Scentsy Club FAQ, it states:
How does Always Get My Bar work?
Some rules apply:
A Scentsy Bar may only be added to a subscription while its still available for sale on your
Personal Website (PWS).
In the case of a limited-time offer Scentsy Bar, even if it sells out quickly, that bar will remain
available exclusively in Scentsy Club for 30 days from the bars launch date. Or the bar will remain available in Scentsy Club longer if we still have inventory beyond 30 days.
Licensed bars (such as ******* are eligible for Always Get My Bar, but the license must still be valid. If the license expires, we will no longer be able to make the bar for anyone.
Total quantity of a discontinued bar may be decreased, but not increased.
Shipment of a discontinued bar may be skipped once in a 12-month period. Beyond that, the bar
is automatically and permanently removed from the subscription.
Shipments that are skipped due to a failed payment will count as a skip toward Always Get My
Bar.
If a discontinued bar is removed from a Scentsy Club subscription, it may not be added back
unless it becomes available for sale again.
Always Get My Bar is intended for personal use only and is not intended for resale at parties,
fairs or shows.
Always Get My Bar applies only to Scentsy Bars and is not available in Scentsy Bricks or other
Scent products.
With two skips, and White *** and Cactus being a discontinued fragrance, it was removed from the subscription. It may only be added back if the fragrance makes a return to Scentsys current line up of product.Best Regards,
***********************
Scentsy, Inc. | Legal Assistant
Customer Answer
Date: 02/08/2024
Complaint: 21237693
I am rejecting this response because:there was to resolution offered by the company. Also clearly they didnt read through my complaint or supporting documents.they are claiming it was removed in Nov 2023. Which actually it was replaced much earlier than that. This further proving Scentys dishonesty and lack of integrity.
Also, I would like to know why didnt the other discontinued items get removed as well? It is rather odd that only one of the discontinued products would be removed since the subscription included other discontinued scent bars as well, considering that would be considered a skip when payment didnt go through.
Sincerely,
*********************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.