Save On Scents, Inc

Customer was not content with order timetable, and was unaware of standard order processing time despite it being stated on our homepageProduct was somewhat delayed due to in house
miscommunication, but was shipped as soon as prepared with customer's chosen shipping methodCustomer was still refunded in full for order on Nov *, (Transaction ID # ***), and now has both the products ordered and their money back

We attempted an interpretation of the fragrance oil submitted by [redacted]. Our perfumer spent no less than 20 hours interpreting the various notes and attempting a variety of combinations in...

order to match the sample provided. Our staff reviewed this fragrance no less than 10 times.At a cost to the customer of $45.81). Once our perfumer and myself agreed that we had created a solid fragrance oil match (that is to say, that the original target that was submitted was in the form of an alcohol diluted perfume, and our resulting sample is in the form of a pure fragrance oil), we shipped an approval sample to [redacted]. When an approval sample is shipped, we instruct customers to contact us with their approval or with any tweaks that they would like. [redacted] contacted our perfumer via phone and in an agitated tone, informed her that the approval sample was nothing like the target provided. Our perfumer asked her what she did not like about it, and what specific notes she was not smelling or what notes were off, in her opinion. [redacted] then said that she was not a chemist or a perfumer and that it was our perfumers job to know that information. Our perfumer informed [redacted] that we spent a significant amount of time interpreting her target, and that we truly do believe it to be a match. She further informed that we would need more feedback in order to provide additional approval samples. At this point [redacted] became very agitated and chose to end the conversation. [redacted] then sent an email asserting the same information that was provided on the phone. This is to say that she simply said the interpretation was nothing like the original target, and provided no actual feedback as to what changes she would like to see. We do inform our customers that we will make several attempts at their targets if they are not satisfied, but we also tell customers we will work until we are also satisfied that the target has been matched. If a customer is unwilling to provide constructive feedback, and we truly do think the fragrance has been matched, we really have nowhere to go from there. There have been several instances in the past where it is our opinion that the oil has been completed, and a customer says that they think a specific note needs to be increased. We might disagree, and think that the addition of that note would actually make the interpretation less accurate, but we still make the changes, as the customer has provided their constructive opinion. We have offered this service at an extremely low cost for 3 years now, and this is the first customer to provide no constructive feedback and say that their target wasn't even close to matched. We offer 3000 fragrances that have been formulated by our team of perfumers, and we did not build a base of thousands of satisfied customers by ignoring the constructive criticism of our clie nts. We can only work with the feedback that is provided by the customer. Had this particular client chosen to provide us with any sort of reasonable feedback, we most certainly would have continued to work on her target. This customer refers to a few unfavorable reviews on a third party website that are completely and totally unrelated to this service and frankly are almost unintelligible. We would respond to those if we could make sense of them as well. We always work to satisfy every customer and take care of every issue that they have, when they will work with us to help make their need clear.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Review: On ** October 2015 I place an order with Save On Scents (SOS) and I paid for 2-Day Priority Shipping via [redacted]. On ** October 2015 I have not received my order and I contacted SOS via email and Elliot from customer service from SOS responded " This order is scheduled to ship via the shipping method you selected, which is Fedex Ground, with a transit time of 2 shipping days". On ** October 2015 I still have not received my order and I responded to Elliot from SOS via email stating " I still haven't received my order". On ** October 2015 @ 09:10, Elliot replied " I was incorrect in my estimate. Unfortunately , I was not aware of the situation when I emailed. We will expedite your order today, so you have it quickly". Later on that same day @ 11:19 I received an email from SOS stating " your order has been shipped via [redacted]" with a tracking number. This is now ** October 2015 and I still don't have my order.Desired Settlement: I want my money back for the shipping costs or refund me the entire cost for the items I ordered. I could have taken my money/business elsewhere during this waiting period; thus I will do just that in the future.

Business

Response:

Customer was not content with order timetable, and was unaware of standard order processing time despite it being stated on our homepage. Product was somewhat delayed due to in house miscommunication, but was shipped as soon as prepared with customer's chosen shipping method. Customer was still refunded in full for order on Nov *, 2015 (Transaction ID # [redacted]), and now has both the products ordered and their money back.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I submitted a sample of cologne was to be matched by this company. However, after waiting for several weeks and receiving the finished fragrance. It smelled NOTHING like the fragrance sample I submitted. The information on their web site stated they would revise the product duplicated until the customer approved it. This implied that it could take several attempts, on their part, to match the fragrance. However, when I spoke with the person, she was less than helpful and stated she could not duplicate the match any better than it currently was. There website, however stated the duplication process would continue until the finished duplicated product was approved by the customer! I understood that this could take several attempts, but they only attempted the match only once!!!! That is not what was advertised. I think it is reasonable to at least attempt the match 3 times without additional costs. However, we were not offered any additional matched, even if we were willing to pay for it.In reading the reviews of other customers on [redacted], we found several other complaints about their products and service, as well. My husband and I were not happy with the results because finished product smelled nothing like the fragrance, known as "Charlie" that they were supposed to match. It was unrecognizable by smell and in-fact smelled strong and unpleasant, when compared to the original fragrance Charlie, by [redacted]. The fragrance we received from this company was nothing like the fragrance "Charlie". When I mentioned this during my telephone conversation, the individual told the person this, she became angry and stated that was the best she could do because no one bought Charlie anyway. All I want from them is at least two more attempts to match the fragrance. Not just one attempt at a match because this is not what was advertised. Later, the same day, I emailed the company and complained about her attitude and my dissatisfaction, but they didn't bother to respond.Desired Settlement: A reasonable attempt to really match the product, Charlie.

Business

Response:

We attempted an interpretation of the fragrance oil submitted by [redacted]. Our perfumer spent no less than 20 hours interpreting the various notes and attempting a variety of combinations in order to match the sample provided. Our staff reviewed this fragrance no less than 10 times.At a cost to the customer of $45.81). Once our perfumer and myself agreed that we had created a solid fragrance oil match (that is to say, that the original target that was submitted was in the form of an alcohol diluted perfume, and our resulting sample is in the form of a pure fragrance oil), we shipped an approval sample to [redacted]. When an approval sample is shipped, we instruct customers to contact us with their approval or with any tweaks that they would like. [redacted] contacted our perfumer via phone and in an agitated tone, informed her that the approval sample was nothing like the target provided. Our perfumer asked her what she did not like about it, and what specific notes she was not smelling or what notes were off, in her opinion. [redacted] then said that she was not a chemist or a perfumer and that it was our perfumers job to know that information. Our perfumer informed [redacted] that we spent a significant amount of time interpreting her target, and that we truly do believe it to be a match. She further informed that we would need more feedback in order to provide additional approval samples. At this point [redacted] became very agitated and chose to end the conversation. [redacted] then sent an email asserting the same information that was provided on the phone. This is to say that she simply said the interpretation was nothing like the original target, and provided no actual feedback as to what changes she would like to see. We do inform our customers that we will make several attempts at their targets if they are not satisfied, but we also tell customers we will work until we are also satisfied that the target has been matched. If a customer is unwilling to provide constructive feedback, and we truly do think the fragrance has been matched, we really have nowhere to go from there. There have been several instances in the past where it is our opinion that the oil has been completed, and a customer says that they think a specific note needs to be increased. We might disagree, and think that the addition of that note would actually make the interpretation less accurate, but we still make the changes, as the customer has provided their constructive opinion. We have offered this service at an extremely low cost for 3 years now, and this is the first customer to provide no constructive feedback and say that their target wasn't even close to matched. We offer 3000 fragrances that have been formulated by our team of perfumers, and we did not build a base of thousands of satisfied customers by ignoring the constructive criticism of our clie nts. We can only work with the feedback that is provided by the customer. Had this particular client chosen to provide us with any sort of reasonable feedback, we most certainly would have continued to work on her target. This customer refers to a few unfavorable reviews on a third party website that are completely and totally unrelated to this service and frankly are almost unintelligible. We would respond to those if we could make sense of them as well. We always work to satisfy every customer and take care of every issue that they have, when they will work with us to help make their need clear.