Scentsy, Inc.

On May 23, we reached out to the customer for more information regarding her orders and her complaint. We have fully refunded all of the designated charges to one or more of her credit cards and emailed her the confirmation numbers.We believe that this matter has been fully resolved at this time.Best Regards,Nancy M***Legal Assistant | Scentsy, Inc.***@scentsy.com

Revdex.com: as as of today I've refused shipment and was returned to sender
via UPSThe item did not even leave the truck.I accept the company response she to the order & expect the same for the other two packages as I've stated any future deliveries or charges to my account t will be dealt with accordingly.I expect full refunds for all of it not just the one so again due to the poor handling of my concern and that they refused to actually stop the orders before they even shipped I'm refusing any and all deliveries.the total is over 1500.00 alrhough I accept this response I will expect t to see the other credits applied and NO MORE DELIVERIES!!!!!again I've refused today's delivery with UPS it was return to sender as wellthabk you very much for your time and consideration
I have reviewed the response made by the business in reference to complaint ID 12160390, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
I require proof that I will be refunded the full amount I cannot accept being told to call other people and departments hoping they might assistHence I am pursuing this through the Revdex.com I have proof this was a known issue, acknowledged by multiple Scentsy people That Scentsy would not even apologize and provide me an immediate refund is ridiculous It is not acceptable to knowingly send out defective products that cause electrical explosions that burn peopleI require a full refund
Sincerely,*** ***

As previously stated we are waiting for *** ***’ warmer to be returned. We have given her consultant (whom she returned her damaged product to) until April 7, to return the warmer to us. If she does not return the warmer, we will debit her account and send a replacement warmer to *** ***. If *** *** had followed our instructions and returned the warmer herself, she would not be having this problem. We have policies and procedures as do all or most business’ so we need to make sure these are followed. *** *** let this go on for several months before contacting us for a new return label. Best Regards, *** ***

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.
Sincerely,
[redacted]

At this time, we have contacted the customer and are in the process of cancelling the order she placed and providing her a refund. [redacted]

We need to know the name of his consultant so we can reach out to her as well.
 
Thank You,
Nancy M[redacted]
Legal Assistant
Scentsy, Inc.

As previously stated in our response, we do not send the damaged product back to the customer. Our response letter to the customer outlines everything they will need to do in order to proceed with a claim, which includes sending in the warmer and the bulb.  This is crucial for our QA department to determine cause of malfunction. If the bulb shatters they can leave the metal part of the bulb in the warmer and send it back.  There should be no reason why they would take the time to remove a broken bulb.

Before we can look into this complaint we will need more details from the customer.  We will need to have the order number that she received when she placed the order, also the receipt or copy of the receipt for her order, and we will also need to know her consultant's name whom she ordered...

from.  If she has any screen shots of any previous emails between herself and a Scentsy Consultant Support Representative that would also be helpful.  Once we have this information we will be able to look into these allegations.
 
Best Regards,
Nancy M[redacted]
Legal Assistant | Scentsy, Inc.

Scentsy Contact to consultant: 1st attempt 12/21/2017 12:11pm, No answer left VM – will try back later Scentsy Contact to consultant: 2nd attempt 12/21/2017 3:30pm, Contacted   Discussion: Discussed details of Corporate exchange options which are like for like options under the same price...

point. Discussed where to find the Corporate statements for both customers (on the Personal Website) and Consultant (Scentsy Standards) regarding our exchange statements.   Scentsy Official Disclaimer Statements Location: Corporate site scentsy.com Statement: Refunds and exchanges will be subject to SCENTSY's refund and exchange policies then in effect. Scentsy would prefer customers work through their Consultants to handle all customer exchanges and/or replacements.  Consultant request: Request Scentsy to waive the shipping and send her a label to return the warmer free of charge. Requesting a full refund for the warmer she purchased incorrectly. Requesting that this be a process looked into and offered on going from Scentsy. Consultant Support Leadership: Request denied. This is too far outside of the our set standard operating procedure for exchanges. Consultant Support Leadership Counter offer:  Scentsy would allow her to ship the warmer back free of charge, Scentsy would provide a courtesy label. Scentsy would ship another comparable like for like same price point warmer out to her free of charge. This offer would be a one-time courtesy offer, more in line with our normal courtesy offers.

Complaint: [redacted]
I am rejecting this response because:I am rejecting this response because I tried to remain active made numerous phone calls, sent numerous emails and was still rejected and have been told that I cannot join again until March 2018. The statement made said I'm welcome back whenever I'm ready to engage my business, that conflicts with what I've already been told that customer support. I'd like a clarification on whether I have to wait until March 2018 or if I chose to join again now if I would truly be welcomed.
Sincerely,
[redacted]

I just saw the message about the file being closed a few minutes ago as I just found your message in my junk mail this morning. I had not responded to your other message earlier due to the fact that it took over 1 week just to make the shipping arrangements trying to get the products returned to them and they still have not received them and probably wont receive them until later this week as they are still in transit. So I would hope this file can be reopened if for some reason they won't refund me after the products are received at there location. Please let me know

We will be paying Ms. [redacted] the price that she paid for the product she purchased. 
 
Nancy M[redacted]
Legal Assistant | Scentsy, Inc.

Scentsy will not refund any of the money for the starter kit unless the items are returned unopened and resalable as stated in our previous response.  The cancelled consultant was told this in previous emails and has signed documents stating these are our Policies and Procedures.  Scentsy has followed all procedures as outlined.
Regards,
[redacted]
Legal Assistant

I have looked into this customers order and do see that it was originally delivered to the address she provided when placing the order on February 19th and was returned to us due to an invalid mailing address.  We then sent a replacement order out which was delivered on March 21st.  She...

should now have her order so we would consider this issue resolved.
-Scentsy

The customer submitted his online order on the 16th of November, 2016.  The consultant sent a ticket in on the 19th of November, 2016, which was a Saturday, and then called us on Monday the 21st of November to cancel the order.  Unfortunately the order was already past the "posted" status and could not be cancelled.  The customer asked for a refund in his original complaint and that's exactly what Scentsy did, we refunded the charges to his CC account.
 
Best Regards,
Nancy M[redacted]
Legal Assistant | Scentsy, Inc.

Complaint: [redacted]I am rejecting this response because: I DID enter the correct consultant name and state.   I emailed Scentsy IMMEDIATELY after the problem.   There is NO WAY to contact them on the weekend as customer service is closed.   I received tracking info late afternoon on the day I called customer service (I called at 7:50 a.m.) so the order could have been intercepted.   I was treated in a rude and condescending way when I contacted them by email and phone and it still shows in their reply to Revdex.com.   It is terrible for a business to behave in this way and shows it is not about the customer when you deal with this company.  Sincerely,[redacted]

This complaint has been resolved and the customer has been refunded the amount requested.

Complaint: [redacted]The name of the rep is [redacted]  I want to be clear that it is not her that I am displeased with. She actually offered to...

reimburse me out of her pocket for my cost. She should not have to do that since I requested the order to be canceled before it shipped. There is nothing in scentsy's policy that states orders cannot be canceled. Only that products cannot be returned for refund, since my order had not even shipped I should have been able to cancel it but when I reached out to my rep she was told by Scentsy that it would not be canceled. Sincerely,[redacted]

We have already answered this complaint, however I was not aware that the customer only had a 15 day period to return her starter kit, and since that time has passed she will not be able to return the kit.  We will only be refunding her for the warmer, and that will be done once we receive the...

damaged warmer back in our facility.
 
Best Regards,
 
Nancy M[redacted]
Legal Assistant| Scentsy, Inc.
2701 E. Pine Ave.
Meridian, ID  83642
[redacted]scentsy.com