Scentbird Inc.

We are so sorry for the trouble this has been for ***? ***.Her refund was promptly issued on October *** Unfortunately, *** declined the refund and so the funds were never returned to her when they should have beenIt takes time for our payment processor to receive this message, so we
were not made aware of it but the issue has since been resolvedA refund was issued directly via PayPal.Attached is the original refund indicating the decline as well as the refund made directly via *** by our CTOWe apologize for any stress this may have caused.?

We are so sorry for the confusionIt seems that *** *** may have misunderstood our last responseWe did say that all of the charges have been refunded and that there will be no need for *** *** to return the shipment that he receivedIf there are any other questions, please let us know via our Support team at ***

Hi ***,I am so sorry if you have not received our message to you inquiring about more information to help locate your shipment! I see that on March *** within hours of the original e-mail being sent, Kayla replied to your message requesting your most recent shipping address but we hadn't
heard back to this ticket (see attachment).I was, however, able to locate your account, and I see that the delivery was shipped according to schedule and was delivered as of March ***See here:? ***? If you have any other questions at all, please let me knowWe're happy to help

I am so sorry to hear of your frustration over our cancellation process, *** ***The cancellation
link is not present on accounts that have paid for months in advanceThis process was in no way implemented as a way to be deceitful or frustratingSince our cancellation process is structured to only prevent any new charges and not to issue a refund for charges that already in place, we felt it was the best way to prevent confusion for those subscribers who have prepaid for several months upfront and then cancel? We do try to remain as transparent as possible that all of our subscriptions automatically renewThis information is noted on the checkout page at the time one purchases a regular 1-month subscription as well as noted on the upgrade page at the time of upgradeThe information is also noted in our FAQ? I understand your frustration and, as a new company, we genuinely appreciate your feedback? *** ***, your quarterly 3-month subscription automatically renewed on October ***By the time you sent your email on Tuesday, October *** at 02:pm, your October shipment had already reached a point in the processing phase where it cannot be interceptedWhile we were not able to issue a full refund in the amount of $43.50, a refund for the two remaining months has been issued in the amount of $and the subscription has been terminatedYou will not incur any further charges from Scentbird? We would hate for you to walk away from our service unhappyIf you would prefer a refund for the remaining amount that was withheld for October, you are welcome to return the shipment back to us once you have received it (the order is currently en route)To set this up, you may simply send a reply to our most recent email and we are happy to help you get that arrangedOtherwise, your October cologne will be your final fragrance

Hi ***,We're so sorry for the concern that has been created surrounding your first order with usWe do not that your first shipment can take up to business days to be shipped, however, we experienced some unforeseeable delays with the processing of Palette noIn effort to be respectful of
our subscribers' expectations, we sent an e-mail to update on this waitI am very sorry if this was never received.The further delays you experienced seem to be because the package was confirmed as delivered but not received by you.To resolve this issue, I do see that Anastasia confirmed your shipping address and created a replacement to be shipped out for you so that you can receive your paletteI see that the replacement delivered as of today, April ***See here:? ***
** *** ** *** *** *** ** *** ** ** *** *** *** ** *** *** ***

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,
*** ***
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Hi ***,I do see that you contacted us April *** and *** from our support team replied to assist in locating the charge and accountThe charge was located under the address that you provided to us.I am so sorry that we couldn't do more to helpUnfortunately, because the shipment had been
shipped and delivered to the billing address that you provided, we were unable to offer a refund and instead advised that you notify your card-issuer of fraudulent activity so that they can initiate a charge investigation and prevent future fraudulent transactions made to your account.As a one-time courtesy, I have issued a full refund of $USD for the charge that you incurred on March *** and the account has already been cancelled for youPlease reach out if there is anything else that we can do 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 resolvedI have received my money back and will NEVER do business with this company again
Sincerely,
*** ***
?

The issue has been resolvedThe erroneous charge *** *** received was refunded by one of our representatives, Bobby, on 11-*-Her November shipment is currently en routeSince *** *** has canceled her subscription, this will be her final fragrance unless she resubscribes in the future

We are so sorry for the delay in our getting back to you, *** ***The gift was purchased on Thanksgiving and then requested a refund and cancellation shortly afterDue to the holiday, we were short-staffed
this weekend so that our team could enjoy spending time with their familiesWe appreciate your patience and hope you understand.? At *** ***’s request, her gift subscription has been canceled and a refund has been issued in fullPlease be advised that it can take anywhere from 3-business days for the refund to be processed by your financial institution.? If there are any other questions, she may reply to her ticket with Katie.?

Revdex.com:At this time, my complaint, ID *** regarding Scentbird Inchas 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]
? The answer from the business is both deceitful and dishonest? I have attached all the emails where the request to cancel the order were clearly made PRIOR to the package being sent January **, coincidentally enough the dat after I stated that I was contacting Revdex.com? It is very difficult to believe that a company that is dependent on mail delivery does not have the ability to stop a package in two weeks? Additionally the package was originally assigned a tracking number Jan *? and nothing ever happenedCustomer Service never stated in ANY email that there was a back order issue? Industry standard would suggest that in stick items be sent to bfollowed by out of stock items when available ? AT A MINIMUM, customer service should be able to state to the customer that there was a back order issue ? particularly with gifts the customer should be offered the option by customer service of opting out of the out of stock items? This company is hampered by poor customer service and distribution apparatus that they seem to not be able to communicate with effectively? To date I still have not received the product or refund? I do not believe that I ever will as all interactions have been duplicitous thus far? Please confirm my subscription is canceled? That will have to be the only resolution but at least I do not have to do business with a company that does not value me enough as a customer to be honest and forthright
?
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above
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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*** *** *** *** * ** *** *** *** *** *** *** ***? ***? *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** ** *** *** *** *** ** *** ** *** ***
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*** *** subscribed with Scentbird on 7-**-and canceled the subscription on 11-*-Her
subscription was still active at the time she was billed the $subscription fee*** ***’s subscription automatically renewed on 11-*-at 12:30:56; she did not terminate her subscription until 11-*-at 08:36:(see attached screenshot).? Prior to the Nov*? billing, the last successful payment received from *** *** was made on 08-**-The subscription was not canceled after that dateOur billing system made a few attempts in September and October to collect payment, but the charges were declined due to insufficient funds? We would have been happy to help *** *** terminate or place her subscription on hold had we been notified; however, at the time she was billed on Nov***, the subscription was still active and she had never sent in any inquiries requesting for the subscription to be canceled or placed on hold? *** ***'s final shipment has currently reached a point in the processing phase where it cannot be canceled and refundedIf she would like to return the shipment for a full refund, we are happy to oblige as a courtesy to her current financial situationOur Customer Support team would be happy to help her set up the return once she has received the shipmentOnce returned to us, a full refund will be issued

Hi ***,The first palette you will receive depends entirely on when you subscribe and what our "most" current palette isSince you subscribed on January ***, the first palette you received was Edition nowhich was the default for January-FebruaryI will attach a screenshot of where this is
noted in our FAQ for clarification.In order to guarantee that each and every limited edition palette received is brand new and never before used, we follow a no-exchange policyIn effort to be respectful of customer expectations, we do disclose this on our website.However, since you were not happy with the palette you received, I see that a full refund of $USD was issued for you as a one-time courtesy on March *** to make things right and we did not require that you return the palette.We're very sorry for any disappointment that this situation may have caused and hope that we were able to get things sorted out for youIf there is anything more that we could do to help, please reach out and let us know

We received several inquiries from *** *** all of which were responded to without our quoted 24-hour
response window*** ***’s subscription was canceled by one of our support agents on Sunday Nov** at 7:29AM, after we confirmed that her cancellation would forfeit the promotional offer that she subscribed with.The cancellation link was only unavailable on *** ***’s account as she had subscribed with a buy-one-get-one-free promotional offerSince her next charge date was not until January 2018, the cancellation link was unavailable for her.Since the subscription has been canceled, she will not incur any further charges from Scentbird

When *** *** initially subscribed, our payment processor made two attempts to collect paymentThe first attempt was unsuccessful (please see the attached screenshot under 'Revdex.com***')The second charge was successfulWhen *** *** resubscribed, he was billed againThis was not
a mistake or a result of a double charge - our system is structured to bill immediately upon subscribingThis information is noted in our FAQ (please see attached screenshot of our FAQ page under 'Revdex.com***')Since *** *** resubscribed the second time with a promotional offer, he was issued a refund for the higher amount of the two charges (refund is shown in attached screenshot 'Revdex.com***').? A cancellation does not issue a refund for any previous charges; since we are a subscription service, many people who choose to cancel their subscription after subscribing simply wish to receive only (1) shipment and do not want to commit to the automatic renewal that a subscription service entailsThis is the reason why *** *** was not issued a refund for both of the charges, as he will receive one shipmentWe do notate in our Terms and Conditions that Scentbird does not offer refunds for any charges that are already in placeA cancellation simply prevents any new charges from occurring in the future.At this time, Scentbird does not have a customer service phone number for our customers to reach out toIn circumstances where there is confusion, we do reach out to our subscribers; however, provided *** ***'s extremely aggressive demeanor, we feel it is best to resolve the issue via emailA refund for the second charge was not issued because the order was shippedAs previously mentioned, cancellations do not stop any ongoing orders so his first and final shipment is currently out for delivery as of today, November *** However, we do wish to have this issue resolved just as much as *** *** does, so a full refund has been issued in the amount of $*** *** may keep the shipment that is scheduled for delivery today.? Since both subscriptions have been canceled, *** *** will incur no further charges from Scentbird

The email *** *** received which indicated she would receive $off was a misprint that has since been corrected - the offer was for 50% off the subscription price, which she did receive when she
resubscribedWe truly apologize for the error and any frustration it may have causedWe have added a $subscription credit to her account so that her next months (February, March, April, and May 2018) are free of chargeSubscription fees will resume as beginning June *,

Hi [redacted], 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:[redacted] and [redacted] We did not receive any messages prior to this date. Please see here: [redacted] Both requests were responded on February [redacted] 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 end. We 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 cancelled. We do not have any e-mails or messages from you on August [redacted], September [redacted], or August [redacted] requesting cancellation. We are a legitimate company and business and only bill under the name of Scentbird to our Scentbird subscribers. We 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 helps. Of course, should you have any questions concerns or comments please reach out to us at [redacted].