Scentbird Inc.

At the request of *** ***, his subscription to Scentbird has been terminated so that he does not incur any further chargesAs for his eCommerce purchase, the order was marked delivered today, January **, by ***Should *** *** decide he would like to return the shipment for a full refund, we are happy to honor that request due to the delay and lack of communication on our endWe apologize for the trouble and inconvenience this has causedWe are currently evaluating *** ***’s ticket so that improvements can be made to our service to avoid this type of thing from occurring in the future

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,
*** ***

Hi ***,We are so sorry for any concern created by the most recent transaction made to your accountThe most recent response to your e-mail was sent yesterday, February ***, and explains that your subscription was not officially cancelled but your billing had failed up until FebruaryIf your
subscription is not successfully cancelled, billing attempts renewal each month that you are actively subscribed as per our policies since we are a monthly subscription serviceIf we cannot successfully bill for the month, your shipment is skippedIf you are successfully billed, we sent the next scent in your queuePlease see Kayla's e-mail below:Kayla A***Yesterday 02:pm** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution isn’t satisfactory but it’s better than nothing especially from a company with such incredibly awful customer serviceSo the matter is 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,
*** ***

***, we are so sorry for any worry this must have caused youOne of the fragrances that you ordered was backordered with our warehouse which is the reason for the delay in shipment; however, it has been
shipped and is currently in transit with ***The order is estimated to arrive to you by December ***You can keep an eye on the shipment here if you would like: ***Should you have any other questions, please feel free to reach out to our Support teamWe are happy to help

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

Our Customer Support Associates are directed to ask the reason of a customer's cancellation in an effort to make things right should there have been an issueIt is in no way meant to be deceitfulShould *** *** not want to provide a reason, she only needed to reply "please cancel" to ***'s
response and it would have been completed for her*** *** would have received two follemails automated by Zendesk letting her know that her issue was still pending within our system and that we would need a reply from herIn the event that we do not receive a response, we have no way of knowing if the customer simply decided to not follow through with their cancellation. Since *** ***'s payment for November was received late, the shipment was sent during our second shipment window which occurs at the end of the monthThe order is still en routeWe have offered to issue a refund for *** ***'s last subscription charge in the amount of $should she decide to return the unopened shipment to our corporate office in New YorkOnce the shipment has been returned to us, *** *** will receive a refund within 5-business days.*** ***s subscription was canceled successfully as of December ***She will not incur any further charges from Scentbird

Hi ***, We truly apologize for your disappointment - it is never our intention, and we work hard to ensure that our policies are made clear to our subscribers and that our subscribers' requests are met to the best of our ability After looking into your account and your correspondence with us,
I do see that we've received a total of (2) e-mails, both received in February, from two e-mail addresses:*** and *** We did not receive any messages prior to this datePlease see here: *** Both requests were responded on February *** with instructions on how to cancel through our website, and our e-mail states that should you have any trouble, to please let us know and the cancellation would be made from our endWe did not receive any response from you to either of these e-mails Since we are automatically renewing subscription, your billing is automated until the subscription is successfully cancelledWe do not have any e-mails or messages from you on August ***, September ***, or August *** requesting cancellation We are a legitimate company and business and only bill under the name of Scentbird to our Scentbird subscribersWe do not change our transactions to bill under any other entity (this is not even a possibility as we use a secure payment processor and never come in contact with your payment information - it is encrypted) I have cancelled your subscription for you from our end so that you do not incur any future billing I hope this helpsOf course, should you have any questions concerns or comments please reach out to us at ***

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 have determined that my complaint has NOT been resolved because:
[Your Answer Here]
These statements are completely false. I did not use a voucher code or subscribe to anything. I never received any perfume - they suddenly put up tracking information on a package that supposedly arrived in my mailbox for the month of October AFTER I launched my first complaint. They are still committing complete fraud and now, trying to back it up with this bogus information. I do not want any perfume whatsoever, and would like my money returned in full as I have not received any perfume from the company - and would gladly return anything I have received. Thank you for looking into this further. I still expect a full refund as I never signed up for this subscription, and never received any perfume at all. I want all my information removed from their website and a FULL refund. Thank you.*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We are so sorry for the trouble this has caused you over the last month, *** ***Your order was initially delayed due to a backordered itemIt looks like one of our customer support associates, Jane, did attempt to intercept the shipment so it could be canceled for you; unfortunately, this is
not always possibleOnce an order reaches a certain point in the processing phase, it is not possible for it to be interceptedIt looks like the order is currently in the hands of Fedex and is expected to arrive 1-**-If, when the shipment has been delivered, you would prefer to return it for a full refund, we are happy to arrange that for youTo start the return once the shipment is delivered, simply send a reply to your open inquiry with *** *** who will be happy to assist youYou also have the option of refusing the package so that it will be returned to sender; however, please be advised that this process may take a bit longer to get the refund processed

One of our Customer Support Agents, Jane K., has been in contact with *** *** to get this issue resolvedThe order was not shipped due to one of the items in his order being on backorderAt his request, we
have contacted our warehouse to have this order canceled and a full refund in the amount of $has been issued back to the original form of paymentPlease note that it can take anywhere from 3-business days depending on his bank to see the refund credited back to his accountWe truly apologize for the disappointment this has caused

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I reject their responseAgain, attached is proof that NO payment was EVER declinedThe first page is an ATM dialog that logs EVERY time a card is authorized or some form of payment is attempted to be collectedAs seen, all say approve, so there's a default in THEIR systembecause as seen payments were APPROVEDOnly posted as stated, only was refunded.I also attached screenshots MY Scentbird account that show NO ODER history on one page and an order on the 2nd pageI NEVER, and I repeat NEVER, Queued or Ordered the cologne shownI had no reason to, based on obvious nature of my complaintsI did NOT authorize Scentbird to order anything on my behalf either, as from my understanding the customers would queue their own IF they were in an active subscriptionALSO, that order showed up a few days AFTER November ***, the date in which I started and ended the minute brief relationship with this scam of a companyAt the time I officially cancelled, NOTHING was queued for order so how the hell did that cologne get queued for shipment? I’m sure a research of where the IP address was located for the actual queuing and order could prove my point that on MY computer I NEVER ordered that cologne and that charge should’ve dropped my account as well and been refunded.I want the other $refunded and I am not going out of my way to ship that cologne back OR pay for shipping after your payment processing system created this crapshow of a messY'all are a jokeHow come someone couldn't just return my emails instead of me having to go the Revdex.com for you all to finally respondI will be exposing your customer service and the fact that you have a faulty payment processor and THEN they try to blame the consumers payment method on social media and will definitely send this to Clark H*** so he can expose Scentbird as well.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

*** *** may have inadvertently created two subscriptions under the following
two email addresses, ***and*** (please note the typo in the second email address).None of *** ***’s emails went ignored by our staffThe longest delay in responses was from Thursday afternoon to Sunday morning, as ***’s weekend occurs on Friday and Saturday*** responded promptly on Sunday when she returned from her two days offWhile the first account’s subscription was canceled 11-**-2016, the second subscription remained active until it was canceled by one of our Customer Support reps, ***, today, 12-**-2017. Our records indicate that the first inquiry received from *** *** was on Thurs, Dec*, which is why this issue had not been resolved sooner. At this point, all subscriptions associated with *** *** have been terminatedShe will not incur any further charges from Scentbird

*** *** contacted our Support team on Nov*** to say that she had not received her Novsubscription shipmentDespite being shipped on time, it appears as though the shipment may have been misplaced by
the courierUnfortunately, this can happen from time to time, especially given we are in the busiest time of year for postal mail. The customer support rep working with *** *** did let her know that a replacement would be shipped for the lost orderWe do not offer refunds, as stated in our policies and terms of service as well as within our FAQ (please see attachment #1)The replacement is currently en route and expected to arrive Nov*** (please see attachment #for tracking)The replacement that was shipped is for the correct fragrance, Not a Perfume by Juliette Has A GunThis is the fragrance that was requested for the month of November*** *** moved this fragrance from the 19th queue position to the 1st queue position (meaning it would ship next) on October **, (see attachment #for the queue activity associated with *** ***'s account). Our CSRs make every attempt to resolve a customer’s issue prior to a cancellationFrequently, a cancellation can be prevented once an issue is resolved; however, we did not by any means ‘refuse’ to cancel the subscriptionWe can confirm that *** *** canceled her subscription on November ***She will not incur any further charges from Scentbird

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 resolvedI just wish I didnt have to threaten the Revdex.com on them so that they would respond
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 resolvedFurthermore I will be subscribing againThe products are great and good quality my only concern was customer service
Sincerely,
*** ***

*** *** initially registered an account with Scentbird on November **, 06:under the email address***On November **,
02:49, he registered another account with us under the email address***.The subscription associated with *** was purchased on Nov**, and canceled Nov**, Since theaccount was terminated, there was only one charge on Nov**No charges have been incurred on this account since it wasterminated.The subscription associated with *** was purchased on Nov** and is still currently active, though wehave not been able to collect payment now for several months due to the banking information change that *** ***mentioned in his complaint.Since we are a subscription service, our payment processor offers support for handling new cards by automatically updating carddetails if the linked account information remains the sameThis streamlines the transition to chip-and-PIN cards, replacementcards, and outdated cardsPayment processors works directly with card networks so that cardholders can continue using theirservices without interruptionThis feature only works as long as the credit or debit card account stays openYou do not have toworry about being billed after you've properly canceled your subscription or after you've closed the associated credit card account.The only reason *** ***’s account information was updated is because he has an active account with Scentbird.The account associated with *** was billed times between November and June Thesepayments resulted in a total of shipments.I am showing that *** *** sent us one (1) email on Feb**, to which one of our Customer Support agents, Nataly K.,responded to requesting more information so that we could locate any additional charges on other accounts in order to resolve hiscomplaintUnfortunately, we did not receive a reply so no further action was taken at that time.At this time, I have canceled the subscriptionIf there is anything that we can do to better resolve this issue, *** *** maycontact our Customer Service team at [email protected]