Complaints
This profile includes complaints for Scentmatchers.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 16 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:02/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order on November 6, 2023. I finally received the order, and the formula of the scent had been changed from previous orders. The scent was not anything like I had previously ordered.I communicated with the company by email on November 28, and received a response on November ******************************************************************************* After several other emails and still not receiving the corrected order, I requested a refund of $83.19 on January 17. On January 18 I received an email response that they had issued a refund and cancelled the order. After waiting 2 weeks for a refund, I think the company never intended to send me a corrected order OR issue a refund. Since 30 days had passed since my original order. I have no recourse through my credit card company.Please help!,
Business Response
Date: 02/01/2024
Hello BBB,
We've issued a refund for this customer. We've also communicated to her what happened and apologized.
Regards,
ScentMatchers
Initial Complaint
Date:01/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 5th, I ordered "Malibu Musk" and it has yet to arrive. There has been no response to my emails, and phone number is out of service. Pretty sketchy...they can accept payment but have no valid phone number or means of contact.I want my money back. It takes me a full day's work to make that amount and I won't allow to be stolen from.Business Response
Date: 01/16/2024
Hello *******,
We are very sorry to hear that you feel that you're being taken advantaged of when you paid and didn't get your order from **.
We'd like to look into this? We've checked all our records using your name and email address and we didn't find an order. Kindly provide the order number or the email address linked to the order, so we can look into this for you.
Hello BBB,
We're addressing this concern and would love to resolve this, but we didn't find any record of this customer.
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