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:10/18/2022

  Type:Product 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.

  I ordered two ingredients totaling over $800 on 9/22/22 and received them on 10/17/22. I accepted them straight from the *** delivery man so the items never sat out. When I opened one of the two boxes, it was infested with ants. There were many large ants inside the box as well as inside the sealed ingredient bag, so this cannot be fault of the shipping company. The item is entirely unusable. I contacted Scented Expressions as soon as I found out about this, and they are taking no responsibility and refusing to offer a refund or replacement. They are also refusing to cancel the pre-order I am waiting on. I am absolutely disgusted and would like a refund for this absolutely unusable product.

  Business Response

  Date: 10/18/2022

  Customer called 8 minutes prior to her box being delivered at 3:18 est. Customer reached out at 7pm to state her package was infested with ants but wasn't sure if they were inside the package. Customer sent photos and there was ants inside the box. *** stated today the box was left outside their suite upon delivery, so it could very well be possible ants entered the package after delivery. They also stated this box WOULD NOT be delivered had there been these huge ants crawling everywhere as it would be a hazard to other shipments. We pack each and every order, per order, and bulk orders of 10lbs or more we secure the bags with a zip tie. They're not sealed as that traps air inside the bags and can cause the bags to explode should they fall off conveyer belts. Ants are small enough should they want to infiltrate anything they wish. We can assure everyone we did not zip tie ants in any package. Our packages are picked up daily, so the ants did not enter the package from our facilities. Customer filed a payment dispute and a dispute with the shipping company. They were denied their payment dispute due to knowing we definitely didn't add ants to any packages. *** is still pending their investigation. However, the customer states they opened the box immediately after their package was delivered. They called 8 minutes prior to it being delivered, yet have not called any at all to let us know their package was infested with ants. They did email approx 4 hours after their package was delivered, opened, *** contacted, photos uploaded to ***, then they sent us an email. These ants are the size of the end of your pinky. If they were so infested, customer would have called back at 3:18 to file their complaint with us. We are not responsible for transit issues, those are issues of the shipping company as per FOB listed in the terms & conditions the customer accepted prior to being able to leave checkout. 

  Customer Answer

  Date: 10/24/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  This business does not listen to their customers. They are stating that I called them 8 minutes prior to receiving the package. This is incorrect. They are showing their time zone in VA vs. my time zone in **. I called them at 12:11pm because I needed their help adding my suite number to the shipping address since *** was having a hard time delivering my package. They state on their voicemail that they do not accept calls from customers at this time. I tracked down the *** truck and escorted them to my warehouse, where I accepted it straight from the driver and took a photo because I was so excited I finally received it. It’s time stamped as 3:19, one minute after it was marked delivered at 3:18. I then have photos time stamped 20 minutes later when I opened the box and found ants inside the box as well as the ingredient bag. I received an unusable product. This product did not sit outside for one moment. The business has now contacted me with threats of suing for defamation because I’ve shared my experience. They refused to call me to resolve the issue.  This business is a risk to do business with. 
  
  Regards,
  
  ***** *****

  Business Response

  Date: 10/25/2022

  Customer is blaming us for shipping them ants. Took to social media stating *** told them there was no way ants were aquired in transit due to how much the package moves. They continued to state they agreed and that the ants had to have come from SES. If the package moved too much for the ants to get into the package in transit, it would have moved so much the ants would have came out the box in transit. They would have migrated into the transit vehicle and *** told us it would not have been delivered due to thats a hazard to other packages. We did not personally contact customer with threats of defamation, we replied to their many reviews across the board, they left, under different user names and emails. Customer states *** told her it is our fault, however, we have provided proof *** is STILL investigating the "damaged" package and have not closed the damage claim. In order for them to state it is our fault, the claim would be denied. We provided a phone call where customer contacted us, EST, the package was deliver 10 minutes later EST. Customer opened claim 4 hours after delivery, uploaded photos 10 minutes later, and emailed us 5 minutes after that. Our times being 3 hours makes no bearings on time stamps. She contacted us after 7pm which would have been 4pm her time, still 4 hours later. She called at 3:08 (12:08 her time) prior to package being delivered. She states she immediately opened her box yet failed to call back, 10 minutes later? She waited 4 hours to report anything to anyone including the shipping company. We are awaiting the damage report to be finished, which would show the exact time she opened the claim, uploaded photos, and left the *** website. We have not contacted the customer due to the unfriendliness she obtained in her email with us when we told her shipping issues is beyond our control. We have since shipped other packages to her that was quality control checked by ***, including inspection of our facilites to show no bugs are in our packaging department.