ComplaintsforScented Expressions Supplies, LLC
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Complaint Details
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Initial Complaint
06/14/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On April 26th, 2024 I placed order #****** with Scented Expressions. The total was $144.57. It included: 4 oz Cabernet Crush lip balm flavoring 2 oz Champagne lip balm flavoring 2 oz Black cherry lip balm flavoring 32 oz Lavender essential oil 16 oz Peppermint essential oil 16 oz Eucalyptus essential oil When it arrived - shipping was via **** - the glass essential oil bottles had shattered completely. The entire box contents were drenched with essential oils and leaking. The packing materials were totally insufficient for the order. When I contacted the company with proof of damage, they advised me that shipping would follow up with me. (The entire email thread with the company is attached, including photos.) After two weeks with no contact, I reached out and they said shipping never received a response from us, and that the claims window had passed. I was advised it was my responsibility to file a claim with the **** to cover the damaged order. I replied that this should be their responsibility, as the order packing, not the ****, was at fault. The rep proceeded to reply in a very rude fashion. Later that day, when I attempted to log into their site to check my order history, I found our IP address had been blocked by Scented Expressions. This is an extremely unprofessional way to conduct business.Business response
06/14/2024
Customer reached out stating their essential oils were busted during transit. As customer service reps are trained to do they ask for photos of the package, all 4 sides, top, bottom, label, seal on the bottom, a photo upon opening the package and a photo of the damaged goods. We package our essential oils as we always have since 2017. We wrap them inside of bubble envelops or bubble wrap and place them inside of plastic bags just encase they do get damaged they do not soak through the box and other contents. In the years we have been shipping our glass products like this we have had possibly 5 broken bottles. Our terms and conditions customers must accept before placing their order, states damaged, lost in transit, or missing items must be filed with the shipping company. It is up to the customer to present the requested materials to the shipping company when requested. If they are not presented in the alloted time frame, the claim is denied. This is also stated in our terms and conditions. It is also stated if a customer files a fraudulent claim/ chargeback that you will be banned from utilizing our site. Customer filed a chargeback with their payment processor and has already received a full refund. In the emails the customer continuously kept accusing us of being the reason the bottles were broken and not the shipping company. Since we have been shipping for so long in the same manner we responded stating that. A padded envelope is pretty thick, wrapping that around a glass bottle twice, then adding packing peanuts in a box is how the shipping companies request glass to be packaged. Therefore, it was the shipping companies fault the box was mishandled and the glass was broken. The customer proceeded to tell us how they run their own company and how they would handle the same situation, so we congratulated them on how they run their own business but we however follow the terms and conditions that customers accept during checkout. Customer refused to file a claim with the shipping company to utilize the insurance on the shipment as instructed. Customer has received a full refund so we are unsure why they are still trying to receive another refund. They are requesting a refund not only for damaged items, but items that wasn't damaged. But they say we are the ones in the wrong? Customers shopping privileges have been revoked from our website due to refusing to follow the terms and conditions they accepted during checkout. ******************************************************Customer response
06/14/2024
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
05/31/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
**** *********Business response
05/31/2024
This customer is inquiring about an order placed in 2022. Looking back at emails they asked why their credit card wasn't credited for an item that was either on backorder/discontinued. we informed them per terms and conditions accepted during checkout, we do not refund backorder/discontinued items. Customer reached back out in 2023 during our fathers day sale stating the code would not work with the fathers day code. We informed them that coupons do not stack, that they would have to choose which coupon they wanted to use at that time. They reached back out via our chat in December 2023 stating the code would not work and wanted to take advantage of our New years sale for 9% cart discount. We informed them again codes do not stack.They called wanting to stack the code again with our memorial day sale. After informing them codes do not stack they got upset.In August & September of 2023 we sent mass emails out letting our customers be aware we were switching to a new system, that all discounts/store credit would expire as of Jan 1st 2024. This email also stated that we would no longer have access to the systems that were connected to the accounts that had their past orders on them. We instructed for them to download copies of all their orders for tax purposes, should they need them. Customer stated they don't check their emails. We informed them that is not our fault they do not check their emails. Customer states they reached out VIA phone call in Jan and that the code was not in their account. I will state the customer was informed we no longer had access to those discounts and we would no longer be able to apply any discounts previous to Jan 2024. Customer called earlier in the week about the same discount from 2022 that they stated they had not used yet. We informed them again we did not have access to those systems and that we could not just add a store credit to their account due to those reasons. They got upset due to this. We informed them this code had a chance to be used for almost 2 years. After going through the same conversation the customer started yelling over top of the customer service representative and demanding they get a discount. All customer service representative are instructed if they feel threatened they do not have to continue a phone conversation, to inform the customer to please utilize our customer service email. This is what the rep told the customer and then hung up. We cannot refund, give credit, free product from an order that is over 1.5 years old without having some type of documentation that it is owed. The screenshot showing the phone call is not from today, they sent us the same screenshot in their email earlier this week. This screenshot does not show the call that was placed and answered on the same day so we are unsure if it is the same customer as we spoke to the customer Monday on the phone for approx 3-4 minutes. Request denied as we did inform customers of this change.Initial Complaint
04/10/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Transaction date 4.4.23 Amount $383.47 Website stated order would be processed by 4th business day and this did not happen. I contacted seller via email and she said an item on back order is holding up my large order. I told her to please cancel the back ordered item and ship the rest of the items. Seller refused. She stated I will have to way until back ordered item arrived which could take 30 days. I said I cannot wait that long and to please cancel my entire order. She refused. She stated, in Virginia, if a business issues a refund, they get to keep 35% of my order total. I told her she was trying to hold me “**** hostage” and she hung up on me. So I called back. Seller said I clicked a box during checkout that stated if I used profanity she was permitted to hang up. Obviously this business has all of these agreed to boxes during check because they are running a scam and not living up to their end of their websites advertised terms and people are getting upset when their order doesn’t ship. I gave every opportunity for this business to do the right thing (refund) and they refused. I never received any product from her, but she has my $. I contacted my cc company and opened a claim. I should have done my homework and thoroughly checked out this business because there are many customers experiencing the same thing as evidenced by fb posts and bbb posts. Seller has gone into her website and changed her terms (faq page) to make it look like she has done nothing wrong and is operating per stated terms and conditions which is a lie. I am absolutely shocked a business is operating in this manner.Business response
04/10/2024
We sent an email on processing day 3 to let the customer know our restock item of an item they purchased was delayed in transit (which is beyond our control) and apologized for the delay. They had sent an email asking when their order would ship prior to the 3rd business day, and our customer service rep stated we are approx 4 business days out. They replied to our delay email asking to cancel the delayed item and refund it. We let them know per our terms and conditions we do not refund items that have not been discontinued. In our initial email we explained When free shipping is utilized, we do hold the order until it may fully ship. Should you not want to wait on this item to arrive please reach out to us so we may arrange payment for shipment. When the customer called to refund their order, we referred them to our terms and conditions that stated we do not refund orders or items that are on the way. Customer proceeded to get loud and demand their order to be refunded or they would file a chargeback. They said we had 2 options to either ship their order or refund their order. We proceeded to tell them our terms do state free shipping that is utilized only ship completed but if they would like their order to ship we could send them an invoice for shipping and the item that we were awaiting would ship for free when it arrived. The customer started yelling again and used vulgar language stating to ship their >> order or else. We asked them to not use profanity and they proceeded to do so again while yelling. Our customer service rep then hung up on them as they were trained to do with a hostile customer. No customer service rep should endure a hostile environment while taking speaking with customers. The customer then called back demanding the same thing, accusing us of being frauds and holding their order hostage was against the law. We told them per FTC laws we legally have 30 days to ship their order. She then said she would file a chargeback and get her money back. We informed her filing a fraudulent chargeback is against the law. She stated us holding her money and order was against the law. We told her we were not holding her order we were following terms and conditions she accepted during checkout. She said her credit card would give her the money back, wanna bet? We told her we have won cases in those matters especially showing our terms and conditions. She proceeded to tell us we only had 2 options that it was against the law to hold her order. We told her if she wanted her order shipped TODAY as she stated, she would have to pay for shipping per terms she accepted. We did not refuse to ship her order, we refused to obey her rude demands. Our terms nor FAQ have been edited. They state the same thing they did 15-20 days ago when our new site launched. We won't even get into the terms page, any customer may read those on our site in 3 different sections. There is 1 checkbox during checkout that must be clicked to accept the terms and conditions that has a link to the TOC. We follow absolutely everything that is stated in our TOC. Refund denied since customer states they have already filed a fraudulent chargeback ****************************************************** ***********************************Initial Complaint
02/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered 7 plastic hand soap dispensers in the shape of chicks and bunnies to give to my church pastors and staff. I paid $3.00 each plus $5.95 handling. The shipping box was not damaged. When I opened the package, 4 out of the 7 dispensers were damaged. I immediately took pictures. Then I left them a voice mail explaining the situation. They sent me an e-mail and I responded sending them pictures of the defective/damaged products. They responded by saying I had to send them pictures of every side and corner of the box. I replied that the box was not damaged but sent 8 pictures of the box anyway. This was what I said, “Please note: The box was not damaged. Four of the 7 products were defective/damaged. See attached photos. I had an event at my church where I needed 5. I used the 3 that were not damaged and 2 that had the smallest damage.” They implied that I had wiped the bottles with alcohol which would have caused the paint to come off. I sent this response. “Here are the pictures of the box. I did not wipe the bottles with alcohol or anything else. You sent me 4 damaged products out of 7. I already sent you pictures of the damaged bottles.” They sent me this response, “We did not ship you damaged products. It is in our terms and conditions you accepted that we must be contacted within 48 hours of receiving damaged, missing, or incorrect items. It has been a whole week and you have sold 5 of the 7 you purchased. All We can do at this point is apologize for any inconvenience.” SO THEY FALSELY ACCUSED ME OF DAMAGING AND SELLING THE PRODUCTS! In addition, they were very RUDE.Business response
02/21/2024
Customer received their order the beginning of the week of Feb 12th. We do have terms and condions during checkout on our website that does state any missing, damaged, incorrect product must be reported within 48 business hours. We came in on Monday Feb 19th and had received a voimail from a customer who had ordered 7 Easter Soap bottles and stated they were damaged. We sent them an email Good morning,We are following up on the voicemail left after hours yesterday. We do apologize your soap dispensers were damaged in transit. If you could send us photos of the package they were delivered in, all 4 corners, top, bottom, label, and a photo of the items to ****************************Thank youSESCustomer replied back with their photos of the soap bottles with message: Please note: The box was not damaged. Four of the 7 products were defective/damaged. See attached photos. I had an event at my church where I needed 5. I used the 3 that were not damaged and 2 that had the smallest damage.So the customer sold the product they received, but still wanted a refund at this point. We replied. Good evening, Unfortunately, without photos of the box there isn't much we can do at this time. The product's have been used and they have been delivered for 7 days without any contact letting us know of any damage. Our required and accepted terms for damaged items are 48 business hours after delivery. If any alcohol was used to wipe the bottles down that would have caused the paint to come off the containers. We do apologize for any inconvenience. Thank you SES TEAM MEMBER. We felt that since the customer had sold the items and it was past the accepted reporting time frame they accepted during checkout, we denied the customer a refund. They then sent the following along with photos of the box. Here are the pictures of the box. I did not wipe the bottles with alcohol or anything else. You sent me 4 damaged products out of 7. I already sent you pictures of the damaged bottles.They then proceeded to accuse us of send the bottles already damaged. So we replied: Good morning, We did not ship you damaged products. It is in our terms and conditions you accepted that we must be contacted within 48 hours of receiving damaged, missing, or incorrect items. It has been a whole week and you have sold 5 of the 7 you purchased. All We can do at this point is apologize for any inconvenience. We do not offer returns or refunds due to the nature of our products. This is also stated in the terms and conditions accepted during checkout. Especially if the items have been used, sold, opened, or unavailable. Refund has been once again denied.Customer response
02/22/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I did not sell any of them. I used 3 that were not damaged plus 2 that were the least damaged for a church event. The remaining 2 were too damaged to use and I still have them. Regards, **** *******Business response
02/22/2024
Customer sent email after opening the BBB report.Since I had previously received an email from you to rate my experience, I have done so. Here it is:My experience with Scented Expressions was horrible, and I will never by from them again.I ordered 7 plastic hand soap dispensers in the shape of chicks and bunnies to give to my church pastors and staff. I paid $3.00 each plus $5.95 handling. The shipping box was not damaged. When I opened the package, 4 out of the 7 dispensers were damaged. I immediately took pictures. Then I left them a voice mail explaining the situation. They sent me an e-mail and I responded sending them pictures of the defective/damaged products. They responded by saying I had to send them pictures of every side and corner of the box. I replied that the box was not damaged but sent 8 pictures of the box anyway. This was what I said, “Please note: The box was not damaged. Four of the 7 products were defective/damaged. See attached photos. I had an event at my church where I needed 5. I used the 3 that were not damaged and 2 that had the smallest damage.” The company implied that I had wiped the bottles with alcohol which would have caused the paint to come off. I sent this response. “Here are the pictures of the box. I did not wipe the bottles with alcohol or anything else. You sent me 4 damaged products out of 7. I already sent you pictures of the damaged bottles.” They sent me this response, “We did not ship you damaged products. It is in our terms and conditions you accepted that we must be contacted within 48 hours of receiving damaged, missing, or incorrect items. It has been a whole week and you have sold 5 of the 7 you purchased. All We can do at this point is apologize for any inconvenience.” SO THEY FALSELY ACCUSED ME OF DAMAGING AND SELLING THE PRODUCTS! In addition, they were very RUDE. I am a 70 year old handicapped person who does my shopping on line. I have never experienced a company so bad. I filed a Better Business Bureau complaint. I have never done that before. I have filed a complaint with the Better Business Bureau.Additionally, I will be sharing my experience with family and friends.I will also be sharing my experience with pictures of the damaged products on all of my social media.Customer was in possession of the goods for a week prior to reporting damage. Customer is no longer in possession of the order. You cannot use/sell/give away purchased product then expect to get a refund for items you no longer have possession of. Refund denied.Customer response
02/26/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, **** *******Initial Complaint
01/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
In April of 2023 I made a purchase, I received the items a month later and they didn't have all the products so instead of me getting my money back they gave me a credit in which they put a code on the packing slip. I emailed to get the code(attached the order with confirmation # in the email) since I know longer have the packing slip and they informed me that they switched systems and they have no record of credits, coupon codes or discounts. They claim they sent out an email in Sept and Oct but I never received and interesting enough I have two emails registered with them and neither account received such emails. So, regardless if I had the code or not, I can't get the items or my money. First, they should've given me my money back and not a credit. Second, they didn't even offer me a discount, they basically told me it was my fault and it's not their business to keep track of credits. But, they can steal money from customers. The total amount owed is $32.Business response
01/22/2024
The only thing we can provide is a copy of the order attached to the customers email reply and a screenshot of where their completed order with all items were shipped. We built a new website starting in Aug of last year. We sent mass emails in September and October letting customers know we were switching to our new site in Nov and instructed we would no longer have access to our old systems after January1st. In the email it stated how customers could obtain copies of past invoices for tax purposes and that any and all rewards programs would no longer be valid. Customer emailed stating we owed items or money with no proof as to what was owed or how much was owed. This order was almost 1 year ago. We cannot refund money just because a customer states we owe them money without some type of records. If we refunded every customer that stated we owed them refunds our company would be out of business. On our old system it was in the terms and conditions customer had to accept, that discontinued items would be given in the form of a credit and it was up to those customers the keep track of those credits. This is one reason for updating to a new system. Without any type of proof that we owe this customer funds or products we simply cannot just refund something from almost a year ago. The only records we can go off of is that there's a tracking number for the whole order. If customer provides documents that show we owe them a credit on their old order we would be more than happy to give them a credit to use in the new system. The Order was shipped within 16 days of date to order. Not 1 month as the customer stated.We just realized customer states we would have owed them over $30 worth of products. The items that they stated we owed them for was xl bling salts and black castor oil. Those items would have only equaled to $18.47. Screenshot of shipment with pricing is attached.Customer response
01/28/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. It’s sad that this company has no integrity. Unfortunately, I don’t have the packing slip in which you put a code on for my credit, hence , is why I contacted you for the information. Too be clear, my initial email to you was asking for the credit code that you gave me for missing products. I attached the order number with sales order. Who would’ve thought you would then get rude and blame the customer for not knowing about a system change and not receiving an email you claim you sent. I thought you were a honest company. Professionally, it should’ve been attached to the account information in your system or even an ***** workbook if you didn’t have the ability in your system, not on a packing slip. You said you didn’t have access to the orders but somehow you manufactured a sales order and attached to the claim. You also implied that I lied about the amount when your sales order that you attached Indicated I didn’t lie about the charges but in fact told the truth because I ordered 3 bags of the XL Bling @ 5.47(not discontinued, currently on site) and a 16oz bottle of the black castor oil @ 12.94 = 29.34 plus 9.75% tax 32.20. It’s a shame that you’re so in a hurry to deny you owe me and imply I’m lying that you couldn’t even do the correct calculations. Also, note I spent over $300, why would I need to lie about $32. How do I know that you put codes on the packing slip if I didn’t receive one. Not once have you disputed how you give the code. You initially said I couldn’t get the credit because you have a new system, now you’re saying if I have the code you can give me the credit. YOU continue to lie. I haven’t told one lie. I guess this is what you get when trying to support a small business. BUYERS BEWARE!!! This isn’t a honest company and will lie on the customer to make themselves right. I can only imagine all the money that you have stolen from customers due to writing codes on packing slips. The issue wasn’t that you gave me a credit, it’s the fact that I can’t claim the credit, and that you blame me for you not having a better system that can handle customer credits. Who get’s rid of customer information in less than a year, I know, it’s a company that is stealing from its customers. What better way to get rid of the evidence.Business response
01/30/2024
We did not lie about not having access to our old ordering systems, nor did we lie about the amount that would be owed. We did exactly as we instructed customers to do in our mass emails in late of 2023 and searched the FWD copies of orders, in our email system, to receive a copy of your order. We do not charge tax on our website, as it shows on the order receipt there are no taxes added. While we redo the math, it would be have been $29.35. We aren't denying we owe you, we asked for a copy of the invoice you stated we sent with the discount code on it. We do not have access to the system to check that we owe any items or funds out. We cannot simply go off of an email on an order placed almost a year ago. This order was placed April 11th of last year, almost a year ago. We send out a mass email twice last year letting our customers know we would no longer have access to the systems (we cannot control if our emails are not delivered to our customers inbox), after the time had ran out for us having access to those systems, you reached out and stated we owed you a discount. Items we discontinued on our old site was requested of customers when we launched the new site and we decided to give many items a second chance *(which may be why they are now listed on the new site). There were no ways of connecting discounts to customers in our old systems, which is why we rebuilt our site and launched a new one. If you had tried using or reaching out about the codes prior to Jan 1st we would have been able to assist you further, but we have absolutely no documents to back up your claims. We cannot control how our email reply came across to you when we did INDEED send mass emails letting customers know of the change way in advance. We can only apologize that you found that information rude. As you can see from the shipping screenshoot, all order items shipped. Also note, no actions can be taken from this screen as this is connected to the old system. All we can do is search the shipments. We were lying about the code either. IF you have the code, we could create an account in the new system with the email attached to the old order and give an account credit that can be used during checkout. We stated we didn't have acess to the old systems to look up any credit that may have been given. If a customer had the code we most definitely would apply it in the new systems. However, we cannot just add credits to accounts with no proof as to owing items or funds. We most definitely have applied discounts in the new systems when customers have sent their copy of the discounts or owed items. We can only meet in the middle, we cannot just give refunds without basis of knowing we have owed them, or if the customer has already used their discounts (as that has happened and the customer just forgot they used them) referring back to the old systems. The new systems they are added directly to the email attached to said orders. You ask if you spent $300 why would you dispute $29 worth of products, but we ask if that discount was so important then why didn't you reach out previously to the deadline? Why wait almost 1 year and after a mass email was sent stating we cannot access any old orders in our new systems after a certain date?Initial Complaint
03/11/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Falsely displaying a product. Got my product ask to return. They then got rude via email. Horrible business here! Rude people said lies on my response on their public rebuttal about our conversation. Absolutely the worst company in the world. All I was asking for was the ability to return a product that they mis represented on their website. Oh ya it was all of $10. I will add the rudeness from thi company via pictures. Would love to give you full email. Also Snapshot of public lie response on their website.Business response
03/11/2023
Customer made a purchase for 4oz of Anitta Sol de Janeiro fragrance oil. The website not only says its a fragrance oil, but the photo states it for demonstration purposes only, the fragrance category also states they are raw, uncut fragrance that must be put in a carrier oil or base in order to be used. Attached are the photos of what the customer emailed. They stated: I was sent the wrong item. I bought a bottle that was supposed to be a bottle that can spray be used as a perfume. Just like it looks in your picture from the website. Not happy at all! I want right product, I will send back. Send a label. Sent picture of the wrong item you sent Order #******. Our reply: Good morning, We do apologize that you assumed you were receiving a bottle of perfume. However, the listing states it is a fragrance oil (not a perfume), the photo states it is for demonstration purposes only, and the category states they are raw uncut fragrances that need to be added to a carrier oil or base. Nowhere on our website does it state we resell finished products. We are a supplier for ingredients to people who make handmade products. The wrong item was not sent, you received exactly what you paid for, a 4oz bottle of Anitta fragrance oil. Therefore, no exchange nor refund will be given. Their next reply: I ordered what was in the picture. We met a women at the airport in Atlanta and liked what she was wearing. She in showed us the bottle. Told us to got to your website and order. So we did order what was in the picture. If you don’t stand behind what you have posted on your website. You are a horrible business! Unbelievable. Our reply: You ordered was the listing was stated it was. It states it is a FRAGRANCE oil and the photo states it's for demonstration purposes only. It is not our responsibility to ensure customers read the listing name and description. We have stood by what is posted on our website. We shipped you a bottle of Anitta FRAGRANCE OIL. Nowhere posted on the listing does it state you're purchasing a perfume. After the back and forth the customer leaves a 1 star review on our website accusing us of false advertising. What they failed to include was the fact they emailed calling us little ******* and wishes our day, year, and life be the worse they can possibly be. All screenshots show what the customer purchased, what was shipped, and was delivered. Including the rude customer email calling us vulgar names.Customer response
03/14/2023
Better Business Bureau: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. They said i called them swore and called names. I just asked to get a label so i could send back. What i bought does not look the same as pictured. Doesn’t even have the ability to spay as it should have. Regards, **** *******Initial Complaint
12/23/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Seller incorrectly filled my order substituting 2 of 4 oz bottles for a 1 of 8 oz bottles and substituting 2 of the 16 oz for one 32oz. contacted seller and his responses are very unprofessional. seller very defensive and refusing to acknowledge his mistake and insists that he filled order correctly and that he could do this substitution without getting buyer approval and that buyer should have expected this. very aggressive and unprofessional seller. just reporting this for informational purpose and to help protect other customers.Business response
12/25/2022
As states on our website, we are a green friendly company. We fulfill orders with the earth in mind. If a consumer purchases 2 of the same item, they are packaged within 1 container. It is also stated for special requests to please let us know. Consumer did not reach out to us prior to leaving negative reviews. Once they did request a refund 6 days after delivery, we denied them since they did receive what they paid for. They purchased 8oz of 1 fragrance (2 4oz) and they received 1 8oz bottle of that fragrance. They then filed a chargeback stating they received good significantly different than what they purchased. Which is incorrect. They purchased 8 total ounces of 1 fragrance and thats what they received. Customer blames us for them ignoring our green friendly message listed on our website. They also lied in their chargeback stating they reached out for a refund and never received reply. Screenshot shows we did reply straight back denying that refund due to they received what they paid for. They also state if they wanted 32oz they would have ordered 32 ounces of base. But they did order 32oz of base. The listing does not give a 32oz option, it gives 16oz option. They purchased 2 16oz sizes and we fulfilled that item in a 32oz bottle.Business response
12/25/2022
Screenshots just to show a review was left prior to reaching out to us. Once we responded to the review they reached out and demanded a refund due to their thinking we wrongfully fulfilled their order. We replied with a quick reason as to why we would not be doing a refund. We fulfilled their order according to the terms we list on our website, in which they accepted during checkout.Customer response
12/27/2022
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, ****** ******Initial Complaint
10/18/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered two ingredients totaling over $800 on 9/22/22 and received them on 10/17/22. I accepted them straight from the *** delivery man so the items never sat out. When I opened one of the two boxes, it was infested with ants. There were many large ants inside the box as well as inside the sealed ingredient bag, so this cannot be fault of the shipping company. The item is entirely unusable. I contacted Scented Expressions as soon as I found out about this, and they are taking no responsibility and refusing to offer a refund or replacement. They are also refusing to cancel the pre-order I am waiting on. I am absolutely disgusted and would like a refund for this absolutely unusable product.Business response
10/18/2022
Customer called 8 minutes prior to her box being delivered at 3:18 est. Customer reached out at 7pm to state her package was infested with ants but wasn't sure if they were inside the package. Customer sent photos and there was ants inside the box. *** stated today the box was left outside their suite upon delivery, so it could very well be possible ants entered the package after delivery. They also stated this box WOULD NOT be delivered had there been these huge ants crawling everywhere as it would be a hazard to other shipments. We pack each and every order, per order, and bulk orders of 10lbs or more we secure the bags with a zip tie. They're not sealed as that traps air inside the bags and can cause the bags to explode should they fall off conveyer belts. Ants are small enough should they want to infiltrate anything they wish. We can assure everyone we did not zip tie ants in any package. Our packages are picked up daily, so the ants did not enter the package from our facilities. Customer filed a payment dispute and a dispute with the shipping company. They were denied their payment dispute due to knowing we definitely didn't add ants to any packages. *** is still pending their investigation. However, the customer states they opened the box immediately after their package was delivered. They called 8 minutes prior to it being delivered, yet have not called any at all to let us know their package was infested with ants. They did email approx 4 hours after their package was delivered, opened, *** contacted, photos uploaded to ***, then they sent us an email. These ants are the size of the end of your pinky. If they were so infested, customer would have called back at 3:18 to file their complaint with us. We are not responsible for transit issues, those are issues of the shipping company as per FOB listed in the terms & conditions the customer accepted prior to being able to leave checkout.Customer response
10/24/2022
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. This business does not listen to their customers. They are stating that I called them 8 minutes prior to receiving the package. This is incorrect. They are showing their time zone in VA vs. my time zone in **. I called them at 12:11pm because I needed their help adding my suite number to the shipping address since *** was having a hard time delivering my package. They state on their voicemail that they do not accept calls from customers at this time. I tracked down the *** truck and escorted them to my warehouse, where I accepted it straight from the driver and took a photo because I was so excited I finally received it. It’s time stamped as 3:19, one minute after it was marked delivered at 3:18. I then have photos time stamped 20 minutes later when I opened the box and found ants inside the box as well as the ingredient bag. I received an unusable product. This product did not sit outside for one moment. The business has now contacted me with threats of suing for defamation because I’ve shared my experience. They refused to call me to resolve the issue. This business is a risk to do business with. Regards, ***** *****Business response
10/25/2022
Customer is blaming us for shipping them ants. Took to social media stating *** told them there was no way ants were aquired in transit due to how much the package moves. They continued to state they agreed and that the ants had to have come from SES. If the package moved too much for the ants to get into the package in transit, it would have moved so much the ants would have came out the box in transit. They would have migrated into the transit vehicle and *** told us it would not have been delivered due to thats a hazard to other packages. We did not personally contact customer with threats of defamation, we replied to their many reviews across the board, they left, under different user names and emails. Customer states *** told her it is our fault, however, we have provided proof *** is STILL investigating the "damaged" package and have not closed the damage claim. In order for them to state it is our fault, the claim would be denied. We provided a phone call where customer contacted us, EST, the package was deliver 10 minutes later EST. Customer opened claim 4 hours after delivery, uploaded photos 10 minutes later, and emailed us 5 minutes after that. Our times being 3 hours makes no bearings on time stamps. She contacted us after 7pm which would have been 4pm her time, still 4 hours later. She called at 3:08 (12:08 her time) prior to package being delivered. She states she immediately opened her box yet failed to call back, 10 minutes later? She waited 4 hours to report anything to anyone including the shipping company. We are awaiting the damage report to be finished, which would show the exact time she opened the claim, uploaded photos, and left the *** website. We have not contacted the customer due to the unfriendliness she obtained in her email with us when we told her shipping issues is beyond our control. We have since shipped other packages to her that was quality control checked by ***, including inspection of our facilites to show no bugs are in our packaging department.Initial Complaint
05/13/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered fragrance oil from this company. I have ordered fragrance oils from multiple companies for many years. I know what to expect. Due to the multiple high ratings on BBB, I tried this company. The fragrances were weak and two had no scent to them whatsoever- just odorless oil. I believe their fragrances are heavily diluted. I emailed the company twice saying all the products were sub par but I could work with them, I only wanted a refund for the two fragrances that had NO fragrance whatsoever, hoping they might be more willing to partially refund me. I tried calling the customer service number they have listed on their site but I just got a recording saying they are no longer taking phone calls. I just have a feeling my emails are going to be ignored. I sense a scam. I implore BBB to investigate their multiple 5 star reviews, please check the dates they were left, these are not genuine. They were all left within a 72 hour period and they are very suspicious. Judging by their product, this is FAR from a 5 star company. Another poster also noted this.Business response
05/13/2022
Customer has only reached out once. They never replied to our email back to them. Email and reply, along with a project sheet from the manufacturers showing we choose quality over anything else. However, it's fragrances, raw uncut, if a customer has had covid or anything else it'll affect their smaller. All of our fragrances are new batches monthly, and to accuse us of diluting our fragrances on a public forum is actually defamation. Not only is it defamatory, it's blatant lies to state we are a scam company, and the BBB should question the reviews. ALL reviews on our website MUST be a verified purchase, or the reviews cannot be left. Not only are we replying here, but we will also be contacting a defamation lawyer on the accusations the person has left for the public to view. Our terms and conditions, which customer accepted before they could leave the cart to checkout, absolutely no refunds especially if the item has been opened.Customer response
05/13/2022
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. I never received an email back. I paid for the product, recieved the product. The product was bad. If they want to contact a lawyer because I complained, that is up to them. ***** *****Initial Complaint
10/09/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Date of trans 7/19/21 Received order with 1 product being backordered. Notes left on invoice that product would be shipped out when in stock. I saw that item had been restocked on website so I emailed company about ETA of my missing item. Company claimed that they sent out codes to customers to reorder on their site in which I never received & I made them aware that I never got any correspondence from them. They sent a code in which I went to the site & not only was the product now double the price I had originally paid for in July the code was "invalid". Company made it clear that they would not honor the arrangement that they arranged not only on my invoice but also outlined on their website that they would ship backordered items. I've already paid shipping for the original order & would have to pay more shipping cost for 5lbs of product I never received. I have NO intention to purchase from this company again after this as they deceive their customers. I see it has happened before.Business response
10/10/2021
The item in question was a preorder on our website. The listing even stated as such. When our order was delayed from the manufacturer, we canceled all the preorders and issued codes to be used to purchase any items. In our terms and conditions that Mrs. ****** accepted during checkout, that are legally binding, states we do not refund preorders, but do give credit to be used once again to purchase as they wish. We issued her credit and there is now an open charge back on the transaction. We will not be issuing a refund due to the open charge back and the credit listed on her account in our system. Ms. ****** has breached her contract with Www.scentedexpressionssupplies.com. Once the charge back is settled she will be refunded by her payment processor. We feel she is trying to get double her money back, by filing this complaint and filing a charge back with the payment processor. Terms and conditions she accepted during checkout states the following ******************************************************Customer response
10/11/2021
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. This business will attempt to tarnish a customers name than to have good business practices. I spoke with the company in which they were paid through and an email sent to me that stated my complaint was closed due to delivery of information provided to them via this company SES and if I had questions about my missing product I should contact ups when the item was BACKORDERED not LOST OR STOLEN. The 3rd party payment company REOPENED my claim when I contacted them and provided my screenshots for then to review. The website had no claims of my particular product being a prebuy it stated item was AVAILABLE FOR PURCHASE when my order was placed. It seems as though this company deceived customers by telling them a product is available then getting the money to buy it when it was never available without the customer knowing. I would have never purchased a "prebuy" ad I needed the product immediately. SES placed a note on my invoice that they would ship when it arrived and they BREACHED their own agreement by refusing to do as THEY stated they would (which is even on the website)then providing a "code" that was invalid/unusable. They DOUBLED THE PRICE of the product from what I originally paid and want to force me to pay the new price including more shipping charges after I already paid for it with my orginal order...who is REALLY trying to get double money in this situation? They already had a complaint against them similar to my situation in addition to other businesses I have spoken with that has talked about their incredibly bad business practices. This could have been settled but they forced me to do everything in my power to get my money back and NEVER shop with them again. CUSTOMERS SHOULD BEWARE...products are fantastic but the owner/workers apparently have a very nasty demeanor and refuse to work with their customers to right their wrong doings. All of my years of purchasing I have NEVER had to go this far to receive what is rightfully mine in which I PAID FOR. I have provided proof of all of my claims-Ive seen nothing from them to prove any of their statements. There was never any correspondence that stated a refund would be issued only that they refused to refund and refuse to ship my product to me. They just hurl whatever they feel will stick and I believe in warning any potential customers to PURCHASE AT THEIR OWN RISK. I've ordered may times with them and this is very unfortunate but I'm glad I know better about SES and to avoid them at ALL cost. Regards, ****** ******
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Customer Complaints Summary
10 total complaints in the last 3 years.
5 complaints closed in the last 12 months.