Scentbird

[redacted] 's issue was resolved via Facebook message as of Thursday, November **, Please see attached screenshot of the message.? [redacted] , we are so sorry for the delay in our getting back to youCombined with being slightly understaffed and higher amounts of inquiries due to the holiday season, our response time is currently outside of our 24-hour windowWe are in the process of training new Customer Support Representatives so that this problem does not occur should you have questions in the future.? If you have any other questions, please feel free to reach out to our Support team.? ?

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:At this time, my complaint, ID [redacted] regarding Scentbird Inc has been resolved Sincerely, [redacted]

We received several inquiries from [redacted] all of which were responded to without our quoted 24-hour response window [redacted] ’s subscription was canceled by one of our support agents on Sunday Nov [redacted] 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 [redacted] ’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

Hi [redacted] ,We truly apologize for the delayed response that you receivedI do see that you had contacted us to skip Palette edition no01, and this was taken care of for you on March [redacted] (see attached e-mail)A full refund of $USD was issued which you incurred during our recurring billing since you opted out of this palette.Please note that because you had initially requested to skip, that is what was done for you, but your subscription is still active to resume in May for the next paletteOf course, if you only wish to cancel, just let us know and we'll honor that for you (as noted in the attached e-mail)We haven't heard back to that e-mail, so a cancellation has not yet been processed.If you have any questions or concerns, please reach outWe are here and happy to help

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

We had initially had trouble locating [redacted] s account which is the reason for the delay in resolving his issue; however, the duplicate charge was refunded

Hi [redacted] ,I do see that you contacted us April [redacted] and [redacted] 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 [redacted] 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 [redacted] and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***

When [redacted] initially subscribed, our payment processor made two attempts to collect paymentThe first attempt was unsuccessful (please see the attached screenshot under 'Revdex.com [redacted] ')The second charge was successfulWhen [redacted] 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 [redacted] ')Since [redacted] 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 [redacted] '). 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 [redacted] 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 [redacted] '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 [redacted] However, we do wish to have this issue resolved just as much as [redacted] does, so a full refund has been issued in the amount of $ [redacted] may keep the shipment that is scheduled for delivery today. Since both subscriptions have been canceled, [redacted] will incur no further charges from Scentbird

Hi [redacted] ,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 [redacted] 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

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

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]

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 [redacted] Yesterday 02:pm [redacted] *** [redacted] [redacted] ***

I am so sorry to hear of your frustration over our cancellation process, [redacted] 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 [redacted] , your quarterly 3-month subscription automatically renewed on October ***By the time you sent your email on Tuesday, October [redacted] 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

We are so sorry for the trouble this has been for *** [redacted] .Her refund was promptly issued on October [redacted] Unfortunately, [redacted] 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 [redacted] by our CTOWe apologize for any stress this may have caused.

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: [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 In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

[redacted] 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 [redacted] ’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 [redacted] 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 [redacted] 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 [redacted] '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

From:
target="_blank" "">*** [mailto:***] Sent: Tuesday, April 26, 7:PMTo: ***Subject: Website: Complaint Response
Business Response to a Complaint
Complaint ID#:
Company Name:
Scentbird
Company Contact:
Jessica
Company Phone:
***Company Email:
***
Person Who Sent the Complaint:
Melissa
Staff Member:
Response:
To Melissa: Hope all is well! I believe that this was resolved for you on April 21st in our last correspondence via e-mail and *** messagesPlease reach out to us if there is anything else that we could assist with! - Jessica ----- To Revdex.com: Melissa's first e-mail to us was on April 20th, at 10:55am, and the problem that she was experiencing was resolved on April 21st, at 4:35pmWe generally respond to e-mails within 24-hours, which we do pre-discloseWe were experiencing a high volume of e-mails during this time causing for a delay with responses, but our helpdesk sends an automated message alerting customers of the high volume and that we will get back to them as soon as we canMelissa could not access her account and view her subscription status because when she had initially registered, she had entered a typo in her e-mail address, so when she logged in with the correct e-mail address, she did not see any history of her orderI personally got back to Melissa, was able to locate her account, and adjusted her login for her so that she could access and view her subscription and order history with our companyI can assure that we are a legitimate, rapidly growing business, and we were simply going through a major transitional change which had increased our volume of customer inquiries and delayed our response but we were transparent about the delays in hearing back during this timeWe are a New York based company, but our previous fulfillment warehouse was located in Ambler PA Thank you!
Sent on: 4/26/7:18:PM
Sent by: ***

From:
"">[email protected] [mailto:[email protected]] Sent: Monday, November 16, 12:PMTo: [email protected]: Website: Complaint Response
Business Response to a Complaint
Complaint ID#:
***
Company Name:
Scentbird
Company Contact:
***
Company Phone:
Company Email:
***@scentbird.com
Person Who Sent the Complaint:
*** ***
Staff Member:
*** ***
Response:
To Whom It May Concern: Our customer had initially registered an account for our service under a female account, thus receiving a female fragrance for his first shipmentThis issue was rectified when we sent a male cologne replacement free of charge as a courtesyOur customer referred a friend to our service through our referral program, which grants each party involved free month of our service under the condition that both accounts are actively subscribedHowever, since the referred customer did not sign up through his referral link directly (which is required for the credit to apply), it was not applied successfully and he was charged for his second month (October)Our customer e-mailed requesting that he be refunded for October, and to cancel his subscription because of thisHowever, as noted in our terms and conditions, both parties must be actively subscribed in order to receive the referral creditThis was explained to the customer in e-mail correspondence, October charge was refunded to apply and honor the referral credit, and we requested to hear back from the customer regarding the subscription cancellation as it would need to remain active for both parties to receive their referral credit, but we did not hear back until customer was then charged again on 11/for the automated recurring monthly chargeI believe there may have been confusion despite our noted policies, so at the customer's request, a refund of $was issued on November 16th for the charge incurred on November 5th and the account has been confirmed as cancelledPlease let me know if there is anything else that we can do or if any additional information is requiredThank youSent on: 11/16/12:40:PM
Sent by: