Complaints

This profile includes complaints for Scentbird Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Scentbird Inc.

  158 W 27th St Fl 11 New York, NY 10001-6216

• 

  Drift Goods

  590 N Kays Dr Ste 110 Kaysville, UT 84037

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:04/03/2025

  Type:Billing 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 had canceled my subscription on March 26, 2025, but I just got billed again on April 3rd, 2025. I have contacted scentbird and they have not responded. they never officially confirmed my subscription was canceled after I went through the process of canceling it 2 different times, and they don't have any way to remove my billing information so now a 3rd-party company has my credit card information and will not let me remove it. I would like my money back, my subscription canceled, and my billing information removed from their website.

  Customer Answer

  Date: 04/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:03/10/2025

  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 never signed up with this company and now I'm seeing they have payment information on file. I'd like to speak with someone personally, have all of my information deleted, cancel this account and any/all charges refunded to me.

  Business Response

  Date: 04/05/2025

  Hi ******, thank you for reaching out. Looking over our system, we see that Agent ****** responded to your query on March 10th, requesting you to confirm your *** number, but we never heard from you again. Kindly note that in order for us to start the investigation and locate that fraudulent charge, well need you to provide us with the information about your charged card. We will need the *** number [first 6 digits of your card] and last four of the card that was charge. Please email us directly at ********************************** with the subject link Attn: ***** *. and well look into this matter further.
  When the account was created fraudulently, we advise customers to dispute charges with the bank directly. The **** launches an investigation about fraudulent activity/charges and could reverse those when the investigation is completed. 
  Kindly note that we cannot sign up anybody against their will, we don't have any access to the personal information one has to insert when signing up. Somebody knew your personal information, your credit card data, etc. in order to sign you up.
  Should you have any further questions or concerns please send us an email at **********************************. Stay safe!
  
  

• Initial Complaint

  Date:03/01/2025

  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 credit card was charged and its not my order I've never ordered anything from you. It's unauthorized on 02/28/2025

  Business Response

  Date: 03/26/2025

  Hi ******, thank you for reaching out. After reviewing our system, we could not locate any accounts with recent charges associated with the name, shipping address, or email address you provided. To begin investigating and locating the fraudulent charges, we kindly ask you to share the details of your charged card. Specifically, we need the *** number (first 6 digits of the card) and the last four digits. Please email us directly at ********************************** with the subject line Attn: ***** *. so we can address this matter further. For accounts created fraudulently, we strongly recommend disputing the charges with your bank. Banks can launch investigations into fraudulent activity and may reverse the charges upon completion of their review. Please note that we cannot sign anyone up without their consent, as we have no access to the personal information required during the signup process. Someone must have had access to your personal details, including credit card information, to place these fraudulent charges. If you have further questions or concerns, feel free to email us at **********************************. Stay safe!

• Initial Complaint

  Date:02/08/2025

  Type:Sales and Advertising 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 had a monthly subscription with this company and had added a one-time add-on to my next monthly subscription. I then decided to cancel the subscription, but received an email on 2/8 saying that my next shipment is renewing on 2/11. Confused, as I had canceled my subscription and assumed that would have also canceled the one-time add-on associated with my next monthly order, I logged into my account and saw that the one-time add-on I had selected was still showing under the "upcoming orders" tab. I clicked on the "manage add-on" button, expecting to be given an option to cancel, but instead it just immediately processed the order, much to my shock. There was no "cancel order" option, so I contacted the company right away, explained everything that happened, provided the order # and asked that the order be canceled immediately. They responded quickly stating that "It looks like your subscription is already cancelled! If there's anything else, do not hesitate." Further, I can't find a way to delete my Drift account, and when I tried to remove my credit card information it directed me to *******, which they use to process orders. When I followed the links to create an account for *******, it shows me absolutely nothing, so I have no access to my credit card information or order details, and now a third-party company has my credit card details which I have no way of managing or deleting. ******* has no customer service besides AI, which says I need to contact the store through which I made a purchase in order to erase my data. I do not want this product and would like my order to be canceled, a refund issued, and my Drift and ******* account deleted immediately. This company needs to be shut down for unethical business practices.

  Business Response

  Date: 03/10/2025

  Hi *** thank you for reaching out. Please note that youve contacted Scentbird, while Drift is our sister company. I sincerely apologize for the frustrating experience and want to assure you that your feedback is taken seriouslyit helps us grow and improve our service. After reviewing your communication history, I see that one of Drifts Customer Experience Agents confirmed that your subscription has already been canceled and the last order refunded back to you. We also removed all your billing information from our files. If you need further assistance, please dont hesitate to email us at *********************************** Once again, my sincere apologies for the inconvenience. Stay safe!

  Customer Answer

  Date: 03/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ** *******
  
  
  
   
  
  

• Initial Complaint

  Date:01/15/2025

  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 started a subscription with ScentBird for my hubby and I on December 11, 2024. The promotion was for $8.47 the first month and then $16.95 each month after. I was billed $9.01 for each of us. On January 8, 2025 I received my next bill but I was charged 2 different prices. I was charged $33.98 and also $18.03. I am disputing the $18.03 because that is an extra charge for no reason.

  Business Response

  Date: 02/19/2025

  Hi *******, thank you for reaching out. I sincerely apologize for the delayed response, as the complaint was closed before we had the opportunity to address it. Upon reviewing our system, I see that our Customer Experience Agent, ***** clarified everything about your recent charges. You were charged $33.98 which includes your monthly plan charge and the upcharge associated with a Premium scent you chose to receive. $18.03 charge relates to your husbands subscription plan charge. Thus, there were no duplicate charges as each charge covers both January orders (yours and your husbands). Just to confirm, your subscription is canceled and you will not be billed again. If you need any further assistance, please dont hesitate to reach out at ********************************** or our social media channels. Apologies again for any frustration, and thank you for your time.

• Initial Complaint

  Date:01/03/2025

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

  Customer Answer

  Date: 01/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:12/11/2024

  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.

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

  Business Response

  Date: 01/03/2025

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

• Initial Complaint

  Date:11/22/2024

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

  Business Response

  Date: 12/18/2024

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

• Initial Complaint

  Date:08/22/2024

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

  Business Response

  Date: 09/18/2024

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

  Customer Answer

  Date: 09/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:07/06/2024

  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.

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

  Business Response

  Date: 07/29/2024

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