Scentbird Inc.

Revdex.com:
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,
*** ***

Revdex.com:
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,
*** ***

At this time, we do not have a telephone number dedicated to customer supportScentbird is still a small (and quickly growing) team, so we feel e-mail support is our main mode of support to ensure that each and every inquiry is responded to with careDue to the wonderful response from our recent
launch of multi-fragrance subscriptions and our very own line of hand creams, our response time has been slightly delayedI apologize for that inconvenience.First-time subscription shipments typically do arrive to you within business days of placing your order. I can see that you subscribed with us on October *** and a label for your shipment was printed on October ***; however, it does not look like the order began its journey to you until October ***Currently, the shipment is with *** and will be transferred to *** to make the final delivery. I am so sorry that your first experience with Scentbird has been unpleasantSince the launch of our multi-fragrance subscriptions, we have been a bit delayed but I can assure you that your two fragrances are currently en routeFor the inconvenience, I have applied a $credit to your account for next monthSince the shipment is currently en route, we are not able to issue a refund for the order at this timeIf you would prefer to receive a refund instead of keeping the items, please send us an email at [email protected] so that we can get the return set up for you once you have received the order

Revdex.com:
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,
*** ***

Our cancellation policy states that we do not issue refunds for previous charges, which is the reason *** *** was not refunded when her subscription was canceledThe cancellation simply ensures that she does not incur any future chargesOur Customer Support team is in communication with ***
*** to ensure that she receives the fragrances that she paid forIn her latest response to us on 9/**/17, she indicated that she would like the fragrances shipped if they are to be shipped within a few days, which we are happy to do for her*** ***'s shipment will be sent on Monday once we hear back from her confirming which items that she would like

Revdex.com:
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,
*** ***

Revdex.com:
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,
*** ***

Revdex.com:
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,
*** ***

*** *** was billed December *** for her December shipment - this is our regular billing dateHer
December shipment experienced some delay while in transit with the courier but was delivered 1-*- For the inconvenience and delay, a $credit has been added to *** ***’s account

It seems *** *** may have mixed our company up with another, as we do not currently offer a customer
service phone numberAs we are still a small company with a small customer service team, we feel that we are better equipped to answer inquiries via emailWe have not spoken with *** *** via phone Our last interaction with *** *** was on August ***She requested to cancel her subscriptionLater that same day, one of our Customer Support Agents, Kayla, replied inquiring the reason for *** ***’s reason for cancellationThis is a standard procedure that we use in order to preserve customer’s in cases they are only canceling due to a issue that can be resolved We did not receive a response from *** ***Our email system, Zendesk, did send an automated message to her on August ***In this automated message, we indicate that if the customer does not respond, the ticket will be solvedEven after this, we did not receive a response from *** *** Since *** ***’s subscription is currently on hold, she has not been billed since AugustWe have canceled the subscription so that she does not incur any further chargesWe would have been happy to do this for you had she reached out to us directly about this issue - we have not received any inquiries from *** *** since August

The tracking details provided to *** *** are not phonyBoth tracking numbers can be viewed on the official *** website which is not affiliated with Scentbird in any wayIt was *** that marked the shipments as delivered, not Scentbird. These shipments, according to *** ***'s mailperson, were scanned as "delivered" to her mailbox on October *** and November *** respectivelyWe have no way of marking a shipment as "delivered" on a website that is not owned or operated by ScentbirdAs to whether or not *** ***'s mail was placed in the incorrect box by mistake, scanned incorrectly, or stolen is unknown but I can assure you that Scentbird is not a scamWe would not have been able to come as far as we have if we were, nor would we have tried to make things right (which ultimately led to a full refund) if we were an illegitimate business.Gven *** ***'s claims and for the confusion in the specifics of the offer she subscribed with, a refund has been issued in full. *** *** was billed $The first $was refunded on 11-**-The second $refund was issued 12-*-Please be advised it can take anywhere from 3-business days for the banking institution to process the refund and place the funds back into the account

*** ***s complaint went without a timely resolution due to an error in our system. We recently have become aware of an issue within our help-desk service that unfortunately caused some tickets to go unnoticed as they were not appearing in our general inboxes, so her e-mail was not
discovered until nowI am so sorry about this; waiting this long for a response from our team is unacceptableYou should have received a reply from us much, much sooner*** ***s issue was resolved as of today as her address was updated in our system and a replacement for both her December and January shipments has been arranged and will ship by the end of the weekFor the delay, we have also added a free month to her account; however, if she would prefer to proceed with the termination of her account, we can do that*** ***, if you have any other concerns, please reply directly to your open ticket with *** ***She is happy to help in a very timely manner

Hi ***,I truly apologize for the experience that you've had and for the concerns that it raised for youAfter reviewing your account, I see that the reason you hadn't received your March shipment is because the shipping address that was on file couldn't be verified for a shipment to be processed
I do see that this issue has since adjusted, so your April shipment was shipped and will deliver by April *** to the address on file.I also see that Tina, one of our support specialists, has been in contact with you in effort to resolve all of the problems you've faced with your March shipment, and she has arranged for a replacement to be sent out for you this week.If there is anything else that we can do to help, please let us know.Thank you so much!

Our cancellation policy states that we do not issue refunds for previous charges, which is the reason *** *** was not refunded when her subscription was canceledThe cancellation simply ensures that she does not incur any future chargesOur Customer Support team is in communication with ***
*** to ensure that she receives the fragrances that she paid forIn her latest response to us on 9/**/17, she indicated that she would like the fragrances shipped if they are to be shipped within a few days, which we are happy to do for her*** ***'s shipment will be sent on Monday once we hear back from her confirming which items that she would like

Revdex.com:
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,
*** ***

*** *** claims to have subscribed with an offer to receive free sample from Scentbird and indicates
the she did not authorize to be billedAt this time, we do not offer any promotions that include the first month free of chargeWe do offer coupons for this; however, in those circumstances, a voucher code must be provided and the customer is still responsible for shipping costs. Looking over *** ***’s account, I am not showing that she subscribed with a voucher code to receive her first month freeOur information shows that she subscribed with an offer to receive her third month free of chargeIn order for an account to be eligible for this specific promotion, they are billed for the first two months at $each for a total of $29.90, then the third month is free. *** *** requested for her account to be terminated on October *** after subscribing with us on October ***Her first month had already been shipped at this point, as it was sent out on October *** Her subscription was canceled as she requested; however, given she had more months left in the current subscription (paid, free), she was still scheduled to receive those two final shipments. Given *** ***’s confusion with the promotional offer that she subscribed with, I have canceled the promotion that she subscribed with and issued a partial refund in the amount of $Instead of paying for two months and receiving the third free of charge, I have made it so that she paid for one month and received the second free of chargeShe should see the amount credited to her account once it has been cleared with her financial institution, which can take anywhere from 3-business days depending on her bank.

Hi ***,I am so sorry for the frustration caused by your purchase with us; this is never the experience that we want out customers to haveI do see that you were speaking with Kimberly from our support teamWe really want to help, but unfortunately, we cannot locate our account if it is not
under the e-mail you are contacting from or under your name. I see that Kimberly asked for the e-mail associated with your purchase, or the name associated with your purchase, but you had said that you would not provide us that informationIn order for us to provide a solution in a more timely manner, we would need to locate the accountSince the name and e-mail address (*** *** * ***) that you were contacting us from did not match any orders in our database, we required more information to locate and review the account but we were not provided that information.It was not until now that I was able to locate the account because you provided the address in the Revdex.com complaint, so I was able to search by thatThis information was not provided to us over e-mail.The account is associated with: *** *** - ***I do see that the first shipment was shipped and delivered; it can be tracked here: *** I hope this helps to clarify the confusionI will send an e-mail to follow up, and if you still wish to cancel your subscription, please let me know

Hi ***,We're very sorry for the wait in hearing back from usI do see that the issue was escalated to management so that we could provided backdated billing from the beginning of your subscription in 2015, and it was provided as of today May *** with history of each corresponding shipment and a
full refund was issued for the (2) shipments that were not receivedThe subscription was also cancelled so that further billing is not incurred (as of April ***). If you have any additional questions regarding your account, please reach out and let us knowWe are happy to help.

Revdex.com:
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,
*** ***

Revdex.com:At this time, my complaint, ID *** regarding Scentbird Inc has been resolved
Sincerely,*** ***