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Business Profile

Wholesale Perfume

Scentmatchers.com
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

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

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Scentmatchers.com has 3 locations, listed below.

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    Customer Complaints Summary

    • 16 total complaints in the last 3 years.
    • 4 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:02/01/2024

      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.
      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: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.
      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. 

    • Initial Complaint

      Date:01/03/2024

      Type:Billing 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.
      I placed the order over 2 weeks ago with no updates, says it's still processing and they already took my payment and I paid express delivery. The phone number is bogus, no one ever answers. When you email them it's the same answer to string you along. I want my money back. They have never even shipped anything. Much less made anything.

      Business Response

      Date: 02/05/2024

       both customers have already been refunded

    • Initial Complaint

      Date:12/16/2023

      Type:Delivery 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.
      Im sharing my awful experience with this business, who is operating under the name, fragrance revival/scent matchers. I ordered a bottle of perfume, which was intended to be a gift for a relative. Their website stated the perfume could be delivered in about eight business days. It actually took over a month for them to ship the perfume out. They finally shipped the package via *** and I waited for the item to arrive. ***, marked my package as delivered, but it was not delivered to me. This is no fault of fragrance revival so I contacted *** directly. *** instructed me that fragrance revival has to contact them in order to open up a claim and for them to start an investigation. I called and emailed fragrance revival, asking them to initiate a claim on my behalf as I did not receive the package as intended. Also, because I paid through PayPal, I let PayPal know that I did not receive the package. A PayPal claim was opened because after several attempts of trying to contact fragrance revival, No one ever returned my calls or emails. It wasnt until I opened a claim with PayPal, that I finally received a response from one of fragrance revivals representatives. They are refusing to open up a claim with *** until my claim with PayPal is closed. It has now been several days, and *** couldve already investigated what may have occurred with the package. I have not asked Fragrance revival for a refund or to re-ship. I have only asked them to initiate the claim. I have been going back-and-forth with them all week and they refused to initiate the claim. I cannot close my claim with PayPal until I can provide proof documented from ***, regarding the investigation. It has been terrible. Dealing with this company who is refusing to help out one of their customers. I wished I never purchased from them at all.

      Business Response

      Date: 02/05/2024

      -Order delivery issue and then the customer filed a PayPal dispute while we were trying to address this and we asked to drop the claim, however, we did not get a response from her after our last email.
      -Weve now issued a refund to the customer

    • Initial Complaint

      Date:10/01/2022

      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.
      Hello on 16Sep I purchased a scent from scentmatchers for around $90 I emailed them asking if a refund is available if the scent doesnt match the original scent I requested and was told yea i will receive a refund. Ince I received the perfume I emailed them saying the scent is nothing like my request, its a strong awful alcohol scent that I cannot use. I received no response. I followed with four more emails and a phone call and all means of communication are ignored, I want them to do what theyre promised and issue my refund as the perfume they sent is unusable. I have the invoice and communication from them about their customer promise Thank you

      Business Response

      Date: 10/12/2022

      First we apologize the customer did not like the fragrance. We have processed a full refund of 86.88.

      We do not ignore customers. We did a search of our emai. This customer has a rather unique last name and nothing came up. Perhaps the customer sent an email to mispelled address like Scentmasters, which does happen on occassion.

      Either way though we created the problem by not matching the cusotmer's expecation for the scent and for that we apologize and provide a full refund.

    Scentmatchers.com is BBB Accredited.

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