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Business Profile

Home Party Planning

Scentsy, Inc.

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Scentsy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Scentsy, Inc. has 8 locations, listed below.

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    Customer Complaints Summary

    • 33 total complaints in the last 3 years.
    • 7 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/23/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Paid $306 for one order totaling $153. The consultant was paid twice on 11/23/20 and 11/25/20 claiming he didnt receive first payment on 11/23. Consultant comes back in office on 12/17 with his cash and carry inventory (only one time did he ever bring or offer cash and carry) and claims he knew then I paid for the order twice; however, kept this information from me charging me for the cash and carry items I did receive that day totaling $32.10. Consultant claims I received my credit of $153 on this day. If so, then his records would reflect he sold $153 plus $32.10 in his dashboard and I know it doesnt. When I did learn (Jan 2021) he had received duplicate payment he told me I could use it as credit that was Scentsys policy. Here I was trying to be a good customer making sure he received his money believing if in fact he had received twice he would refund the overpayment immediately as states in their consultant policy for Scentsy. These conversations took place in front of my co workers. Scentsy would not even talk to me much less help me. I am not asking for money back but I am asking I be allowed to use overpayment for credit and be allowed to choose the items I have paid for. This resolution should make everyone happy bc consultant will be able to report this amount in sales as his dashboard since Nov 2020 does not reflect this amount but one time and he was paid two times that amount. I will ignore the fact he is admitting to knowing this on the day he charged me again for the products I received as he told me on this day I havent had a chance to look and see if I received payment twice. In front of co workers on 12/17. I have receipts for the order on 11/23 where he was paid then again on 11/25 claiming he didnt receive on 11/23 then receipt for items I bought on 12/17. Never did consultant provide opportunity for our office to ever place another order for Scentsy again.

      Business Response

      Date: 07/25/2022

      Payment was made directly to the Consultant, therefore we,Scentsy, have no method of providing a refund on a purchase made through person to person purchases instead of through the Scentsy website..  This was communicated to ******* where it was explained that since Scentsy did not receive any funds for her orders, her dispute was of a personal nature with the Consultant.  She was advised that she could take her documentation to her local authorities for assistance in the matter.

      Consultant has been contacted and by his account, he has made the customer whole with his inventory back in December of 2019.  He considered his end resolved.  He has been instructed that doctors offices are considered retail locations and business should no longer be conducted inside.  He has also been instructed that documentation of all transactions, no matter how small, needs to be kept for his records and protection.  Not doing so ties all hands in protecting him from this type of complaint.

      It is the opinion of Compliance that there was not enough evidence provided for Scentsy to be involved on either parties behalf and that the dispute needs to be solved between the two of them or through their local authorities.  

      Best Regards,

      **************


    • Initial Complaint

      Date:07/15/2022

      Type:Product Issues
      Status:
      Resolved
      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 with a Scentsy Consultant (***********************) that was assigned to me through their website on Dec 16, 2021 in the amount of $34.40. I had been in contact with her because she lives very close and I wanted to see if she had items that could be picked up versus me waiting for them to be shipped and I wanted to inquire about finding the warmer dishes for two of my warmers that had been broken during my move. I order the warmer dishes and they did not work out so I immediately reached back out to ***** advising her that I needed to return them and from that point on she would never respond back to me. I called the customer service and other phone numbers within the company and up until this point everyone continues to tell me that I need a consultant in order to assist with a return even after I have explained that my consultant isn't responsive. One young lady tried to get another consultant to help me, when I sent the information over to her she never responded as well. It seems that no one within the company wants to resolve issues especially returns and I only wanted to exchange for something else maybe scents or something. I have several Scentsy products all through my home, (plug-in, large Lantern warmers, Vases, med warmers, large warmers) I just wanted to get the 2 going that I had never used. I have made phone after phone call and sent email after email which I will attach. I wanted to purchase several scents however I'm not sure that I would even want to work with anyone in my area their not so helpful and the company either. I've been using Bath and Body works candle Wax in my Scentsy warmers because I did not want to make another purchase with this company based on their lack of care for the customer once a purchase is made. I would really just like a refund for my items totaling $16 when I was only asking for an exchange for scents at first. I went on my on my consultant's FB page to try to reach, I felt like I was stalking her for help.

      Business Response

      Date: 07/18/2022

      Scentsy has reached out to the customer and we are awaiting for the customer to contact us back so we can take care of her request.

       

      Best Regards,

      ***********************

      Scentsy, Inc.

      Customer Answer

      Date: 07/27/2022

      Hello

      I was trying to go in to explain that myself and Scentsy had resolved the issue. However I thought I had 7 days to do so  but it appears that the close the claim on the 7th day and now I'm trying to go in on the day after and can not do so to update the status of what took place with myself and the merchant. Thanks

       

       

      ****** ** ******

      *********************

      ************

    Scentsy, Inc. is BBB Accredited.

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