Complaints

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.

• Initial Complaint

  Date:10/01/2022

  Type:Sales and Advertising Issues
  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.

  In spring we purchased a tree and were in line to have it planted, for an additional charge. Weeks passed. When I visited Common Scents to inquire as to the status, I was given multiple excuses, but also shown the "tree book" in which I noticed other trees after our purchase had been crossed off, planted. I was promised again they would plant ASAP but that did not happen. This summer we inquired yet again and yet again were given a litany of excuses, and another promise that the tree would be planted when they reopen in the fall. It's fall. No tree. They've been open again for weeks. Yet again I inquired and as expected, was given a list of excuses, and told this weekend, for sure, it would be planted. No dice. When I finally had enough when the owner, Bruce thought it might be a good idea to contact me and attempt to shift the blame onto me, the customer, so I pointed out his error(s) and yet again was told, "We will get your tree planted." Today we received a text that instead, we will be refunded, further inconveniencing us as, 1) we still do not have the tree we purchased, and 2) we need to reimburse the City ********* for the tree grant, since we will purchase a tree elsewhere, therefore we do not qualify for the grant.
  
  Shame on Bruce and Common Scents for not having the common sense, repeatedly, to follow through with a purchase as agreed, over and over, and to retaliate when confronted with their poor service.
  

  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 14, 2022/11/28) */
  Our original delay was due to short staffing, record drought, and wind that plagued us all spring. It's no ones fault, it's what happened. There is weather history data to reference the terrible conditions. We ceased tree planting earlier than normal. In retrospect, it was a good decision; we are unfortunately in the middle of the driest year on record. Tree mortality of newly planted trees, (3 years), was above normal. The customer demanded we get his tree planted on the day he contacted us. The heat didn't subside until October. The rebate also states that the rebate is to be obtained after planting is completed. After hearing that the customer was dissatisfied with a tree planted a year prior not growing fast enough and his unfavorable responses we decided to refund the customer and terminate the relationship.
  
  
  Consumer Response /* (3000, 16, 2022/11/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Now their excuse is the weather. Notice how their version of reality changes? I hope this serves as a warning to future potential customers. Just because you live in a small town does not require you to tolerate poor local businesses like Common Scents. Shop elsewhere and maybe they'll change their ways.