Scentbird

[redacted] may have inadvertently created two subscriptions under the following two email addresses, [redacted] and [redacted] (please note the typo in the second email address).None of [redacted] ’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 [redacted] 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 [redacted] was on Thurs, Dec*, which is why this issue had not been resolved sooner.? At this point, all subscriptions associated with [redacted] have been terminatedShe will not incur any further charges from Scentbird

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] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: How can you not have my email address when it was the one I used to purchase the gift for my boyfriend in the first place?? And you have my credit card info with my name on it and you say you don't know who I am?? All I asked for was a phone number so I could speak to someone live about this issue! You're a business and there's not a single person in this day and age at your office that doesn't have a cell phone? There's no phone number associated with your business? Only email?? I've dealt with just about every major and minor fragrance retailers online and they ALL have contact phone numbers Yours doesn't and that's shady I bought this gift in March and my boyfriend's first scent was supposed to be delivered in April which was on his personal page and then out of nowhere it disappeared and then reappeared with a May delivery date I wish I did my research before dealing with you because the vast majority of reviews for your business are horribleand I can see why As per your statement in response to this matter, yes, I would like to cancel my subscription which is a matter I've already taken up with my credit card company I no longer want anything to do with Scentbird now or ever again In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

A refund in the amount paid has been issued to [redacted] ***He will still receive a shipment from us, as it has already been processedFirst-time subscription orders are processed very quickly which is the reason that we do not issue refundsThis information is noted in our policies, which [redacted] was made aware ofThe subscription was canceled as of 9and the refund was processed [redacted] has been made aware that he will still receive a shipment, which we have asked he accept as a giftThe issue is resolved

[redacted] 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 [redacted] 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 [redacted] , if you have any other concerns, please reply directly to your open ticket with [redacted] She is happy to help in a very timely manner

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] ? ?

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] ? ?

Revdex.com: I have received a message stating they are sending me the two months product, and a free monthI am awaiting the tracking info and product 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] ?

We are so sorry for the trouble this has caused you over the last month, [redacted] 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 [redacted] 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

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 [redacted] not want to provide a reason, she only needed to reply "please cancel" to ***'s response and it would have been completed for her [redacted] 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 [redacted] '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 [redacted] '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, [redacted] will receive a refund within 5-business days[redacted] s subscription was canceled successfully as of December ***She will not incur any further charges from Scentbird

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 datePlease 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 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 [redacted] 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 [redacted]

Revdex.com:At this time, my complaint, ID [redacted] regarding Scentbird Inchas been resolved ? Sincerely, [redacted]

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 [redacted] 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!

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 resolvedI have received my money back and will NEVER do business with this company again Sincerely, [redacted] ?

[redacted] ,? I am so sorry to hear of the trouble that you have experienced with ScentbirdWe do not have a telephone number dedicated to customer support as of yet as we are still a small (and quickly growing) teamE-mail support is our main mode of support to ensure that each and every inquiry is responded to with care? We aim to have all requests answered within hoursIt looks like your initial inquiry was sent on Sept**? at 4:PMWe sent our first reply the same day, only a few minutes later at 4:PMIt looks like the erroneous charge in the amount of $was refunded several weeks ago, so you should see the amount reflected on your bank statement by now.? As for your October subscription, I do see that it took several days for your order to ship after the label was initially printed on October ***This is unusual, but we ask that you give us a bit of patience as this is our first month launching multi-piece subscriptions so that may be the reason for the delayI have issued a $credit to your account for the inconvenience.? Rest assured that your three fragrances that you ordered for October are currently in transit and will be with you soonIf, for some reason, you were not receive the shipment by next week, please let us know and we are happy to send a replacement

Hi [redacted] ,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 [redacted] 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:? [redacted] ? If you have any other questions at all, please let me knowWe're happy to help

We are so sorry for the delay in our getting back to you, [redacted] 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 [redacted] ’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.?

The email [redacted] 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 *,

***: We're so sorry to have disappointed youI do see that one of representatives had gotten back to you via e-mail, but I have just sent you an e-mail to hopefully turn this around for youA full refund of $has been issued, and we'll be reshipping your April shipment and I've provided you with tracking information for the reshipmentPlease let me know if there is anything else that I can do to help Revdex.com: We've been lucky enough to have [redacted] with Scentbird since March At the end of March, we made a major transition to a new warehouse and while we have done our very best to make this a smooth, unnoticeable transition for our customers, there have been some factors out of controlWe encountered an issue with a new third party software used to upload tracking information to accounts, so some accounts (including ***'s) did not display tracking details although all have been shipped and a mass e-mail to subscribers was sent advising them of the delaysWe've resolved this for 98% of those affected, and we're actively working to ensure this does not reoccur and that the remaining accounts affected are brought up to date with shipment details

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