ComplaintsforScentsy, Inc.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased product from consultant ************************* representing Scentsy for a fundraiser. There was a problem and instead of just emailing and telling me of said problem I was subjected to the idiots tirade and referring to me as scammer as you can see in the message exchange. I reported her to the *************** and they seemed to be totally fine with her treatment of a customer. That is terrible customer service.

  

  Business response

  06/12/2024

  We have read the customer's complaint and feel that this matter appears to be between an outside entity and ******** posts.  Our independent consultants/contractors are not employees of Scentsy, Inc. 

  Best Regards,

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

  Legal Assistant | Scentsy, Inc.

  Customer response

  06/16/2024

   
  Complaint: 21835495
  
  I am rejecting this response because: Your consultants represent this terrible company and you should be ashamed to respond with such a pathetic response 

  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased shamrock scentsy warmer. I had someone bump it and the wax spilled over. I tried to wipe with a wet paper towel that was soaked in water. I tried to wipe the wax and all the print came off. They tried to first claim paper towel was to abrasive. I said it was wet and soft so it was not. Then said wax was hot. I sell it and a selling point is that wax is not and none of that melted. It came off after the water and wiping it. Then claimed it was my fault. How else would one clean it? My whole point is it's flawed. Should not come off with water and wiping it off. Not standing 100% behind their products like they claim. Can't replace it which I initially wanted. Their suggestion. Me try to buy another. WHY would I?????? I just want my money back.

  

  Business response

  03/27/2024

  A refund was sent to the customer today via her paypal account which is where the original purchase came from.  Our compliance department will email her about the refund.  We have also sent her a priority return label so she can return the product at no cost to her, for our inspection.

  Best Regards,

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

  Scentsy, Inc. | Legal Assistant

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Package not sent to address on file. Complainant is past representative, team leader with business so they have correct address but are stating i used wrong address when I use autofill and have never used address they shipped it to. Dishonest business practices, say one thing do another. Called to cancel order and refused to cancel prior to shipping. Did as instructed to locate pkg, person where shipped to stated refused pkg., described driver. ***** showing delivered in system, person at ***** desk in ********** stated showed returned and stated would contact me for redelivery, never happened. Per ***** they should open a lost pkg claim and are refusing to do so blaming me, stating i should have put in correct address, when i know i did. Have contacted consultant ordered under and no response, can't reach. They also refused to give party credits earned in the past, refused to replace items, shipped damaged items repeatedly then blamed ******* and more. It seems theres a long history of this with this company and believe, and is my opinion, this was done purposefully, as I complained about service on several occasions and filed complaints about representatives business practices and lack of follow through.

  

  Business response

  02/05/2024

  This customer submitted a PWS order with the incorrect address.  Based upon her comment she has attempted to retrieve the package but the receiver indicated they refused the package.  This cannot be confirmed in tracking the package as it shows delivered only.
  
  We are sending a new order to ***** to the correct address as a courtesy.  The new order number is ********* and has confirmed the correct address being used.  This should arrive within 10 business days.

  Best Regards,

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

  Scentsy, Inc. | Legal Assistant

• Initial Complaint

  02/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I subscribed to their product plan that promised to always get what you signed up for, even if product was discontinued. I have not been what I signed up for, nor did I change my products included in my subscription. The company changed my subscription and refuses to honor my subscription as contracted and this is in completely contradiction of its highly promoted advertised guarantee of "ALWAYS GET YOUR BAR" promotion.

  

  Business response

  02/05/2024

  Scentsy Club members may always get their bar as long as they follow the basic rules of the program.  Each member may set up their subscription configuration and are allowed one skip per 12 month period. Skips may be requested or if a payment is missed this also counts as one skip.
  
  This customer has had several skips through the time that she has been with the program.  Usually one per year and it was observed that each skip was caused by a Authorization Decline on the Credit Card associated with the subscription.  She had her interval set to receive her product every other month.  It shows that a White *** and Cactus bar was included in the subscription since it began.
  
  In July 2023 the club attempted 3 running days to process payment for that months order.  All three times the Authorization was declined.  This was her first skipped shipment of the year.  Her September shipment went off as normal.  Again in November 2023, three attempts were made to process payment for that months shipment.  All three attempts were Authorization Declined once again.  This was her second skip in 12 calendar months.
  
  Per our Scentsy Club FAQ, it states:
  How does Always Get My Bar work?
  Some rules apply:
  A Scentsy Bar may only be added to a subscription while its still available for sale on your
  Personal Website (PWS).
  In the case of a limited-time offer Scentsy Bar, even if it sells out quickly, that bar will remain
  available exclusively in Scentsy Club for 30 days from the bars launch date. Or the bar will remain available in Scentsy Club longer if we still have inventory beyond 30 days.
  Licensed bars (such as ******* are eligible for Always Get My Bar, but the license must still be valid. If the license expires, we will no longer be able to make the bar for anyone.
  Total quantity of a discontinued bar may be decreased, but not increased.
  Shipment of a discontinued bar may be skipped once in a 12-month period. Beyond that, the bar
  is automatically and permanently removed from the subscription.
  Shipments that are skipped due to a failed payment will count as a skip toward Always Get My
  Bar.
  If a discontinued bar is removed from a Scentsy Club subscription, it may not be added back
  unless it becomes available for sale again.
  Always Get My Bar is intended for personal use only and is not intended for resale at parties,
  fairs or shows.
  Always Get My Bar applies only to Scentsy Bars and is not available in Scentsy Bricks or other
  Scent products.
  
  With two skips, and White *** and Cactus being a discontinued fragrance, it was removed from the subscription.  It may only be added back if the fragrance makes a return to Scentsys current line up of product.
  

  Best Regards,

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

  Scentsy, Inc. | Legal Assistant

  Customer response

  02/08/2024

   
  Complaint: 21237693
  
  I am rejecting this response because:

  there was to resolution offered by the company. Also clearly they didnt read through my complaint or supporting documents.they are claiming it was removed in Nov 2023. Which actually it was replaced much earlier than that. This further proving Scentys  dishonesty and lack of integrity. 
  

  Also, I would like to know why didnt the other discontinued items get removed as well? It is rather odd that only one of the discontinued products would be removed since the subscription included other discontinued scent bars as well, considering that would be considered a skip when payment didnt go through. 
  

  
  Sincerely,
  
  *********************

• Initial Complaint

  12/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to Scentsy customer service regarding a return. I followed the prompts on their website. I have yet to receive correspondence back and its been well over three weeks. All I wanted to do is return a product which has been untouched, in its original packaging. They do not follow through their protocol despite being the entity who created it! I have been a customer for years however will never buy from them again solely because of this unprofessionalism.

  

  Business response

  12/11/2023

  Scentsy can find no communication having been received at all from this customer where we have had opportunity to address the issue with her warmer.  We do not know what prompts she refers to on our website. She should either call or email support ************ or **********************************
  
  This customer has submitted two orders, one in 2019 and the other November 9, 2023 for a Los Angeles Chargers warmer from Consultant *********************** 814995.  There are no notes on Felicias account showing that she communicated to support after that order was submitted.
  
  If she needs to do a satisfaction exchange, she should contact the Consultant with which she purchased to have them facilitate a return.  Typical policy would be we do not return for refund but rather for a replacement (if defective) or an equal value product.

  Best Regards,

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

  Customer response

  12/11/2023

   
  Complaint: 20986032
  
  I am rejecting this response because:
  I literally sent a screenshot of the email that was sent along with the receipt of purchase. 
  Sincerely,
  
  *****************************

  

  Business response

  12/19/2023

  The customer needs to contact us either by phone, ************ and talk to someone in support or email **********************************.  We have no communication from her on this issue.  Please note that our office is closed for the holidays and we will be back on January 2nd, 2024.  

  Best Regards,

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

  Legal Assistant | Scentsy, Inc.

• Initial Complaint

  11/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On October 21st, per the business' careful instructions, I mailed a buyback package valued at $260 to their business. On October 30 it was marked delivered by ***** The business has stated that they have not received the package, although there is a clear chain of delivery. Despite following all of the proper procedures, the company will not do anything regarding the missing inventory. I am now out $260 although I followed the proper procedures.

  

  Business response

  11/27/2023

  ***** was given our process to buyback product and was told that an exact amount would not be able to be determined until the product was received and cleared as inventory.  She was told what of her list was eligible and an estimate was provided if everything was returned in resaleable condition.
  
  She was given this information on returning product.
  
  "You are responsible for shipping costs for the return of product to Scentsy. We do not provide a shipping box. Scentsy is not responsible for loss or damage of product while its in the process of being returned back to Scentsy, so please be sure to keep your tracking information. If necessary, please consider purchasing insurance on your package(s) to protect yourself from any potential issues while the items are in transit."
  
  ***** has provided tracking that a package was delivered in our zip code; however, both at the front desk and shipping returns, our logs do not show any received package on that day with that tracking.  We would consider the package not received.
  
  Her claim would now be with **** for the amount of insurance she claimed on the shipping as we have no way to verify any of the product was sent back.

  Best Regards,

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

  Legal Assistant | Scentsy, Inc.

  Customer response

  11/27/2023

   
  Complaint: 20918378
  
  I am rejecting this response because: ******** will not pay a claim on this article due to the fact that they say it was delivered.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with Scentsy that went through no issue. Then I received an extremely suspicious email on 10/23 asking that I send a screenshot of my bank account or bank statement. The email said I had 2 days to do this and also gave a deadline of 10/23 ???? Needless to say, I was very nervous. I called customer service within 2 hours of getting the email and spoke with **** who told me not to respond and it must by spam, Scentsy would never ask for that. He also asked that I send the email to Scentsy support, which I did. He confirmed all was well with the order. Today I got a notice from paypal that my order was refunded. I called and no one was able to help me. I am FURIOUS. I want my order sent to me immediately and Scentsy to make this right. I am a new customer and so far not off to a great start. I am totally disgusted and shared the same with my consultant ******. Order *********

  

  Business response

  10/30/2023

  Scentsy has left several messages for the consultant to contact us and we haven't heard back from her as yet.

  Regards,

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

  Customer response

  11/04/2023

   
  Complaint: 20781991
  
  I am rejecting this response because:

  I don't understand why the consultant in being contacted as opposed to me as the customer. I independently placed this order online and was provided with misinformation multiple times. My sensitive personal information was requested and then I was misdirected my customer service several times. I am the one who had to make countless phone calls on this order, only to have it stopped anyway. I would like to personally speak with someone at Scentsy headquarters about my experience. I think it's important that you know how your customers are feeling, regardless of whether or not they are using a consultant. The fact that no one has bothered to contact me directly is astonishing. And if this is how this company treats customers, this may be the end of Scentsy for me.

  Sincerely,
  
  ***************************

  Customer response

  11/06/2023

  Good afternoon.

  I just received a delivery from Scentsy with the items I had originally ordered in October. I am very confused, as no resolution was reached and (despite my requests) Scentsy has never contacted me about a proposed resolution. I also don't know what consultant they were reaching out to that is a "she" as my consultant is a male. There seems to be some major communication issues on their end. I was really hoping to share my story with someone of importance in the company, as it was such a poor customer service experience that I did not know if I wanted to do business at all with them. I am still disappointed that no one reached out to me to discuss, but I suppose comping my entire order is the best resolution I could have asked for. Thank you for you assistance. I suppose this complaint can be considered resolved. 

• Initial Complaint

  10/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Scentsy took $146.96 out of my account on 10/9 at 6:30 AM EST. I called the same day THREE times to get this canceled. I keep getting the same response "I have not good news I cannot cancel this order". I am out of town dealing with family issues right now. I will not be home for who knows how long. They will not allow me to cancel the order nor will they refund my money for a shipment that I cannot receive. this is absurd! I have never had problems with Scentsy before and I love the products. However, this puts a bad taste in my mouth with Scentsy. I would like a full refund for the items and I would like them to not be shipped out. I do not have a forwarding address to provide or I would.

  

  Business response

  10/11/2023

  We are trying to make sense of this complaint.  How would anyone have access to her account?  Can she tell us the order number for this order, and who the "she" is when she states "she" took money out of her account.  Then we can attempt to sort this out.

  Best Regards,

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

  Scentsy, Inc.

  Customer response

  10/15/2023

   
  Complaint: 20714967
  
  I am rejecting this response because: The original complaint does not say "she took money out of my account". It says "********************** took $146.96 out of my account on 10/9 at 6:30 AM EST". The order number is *********. Thank you for helping me resolve this matter. 
  
  Sincerely,
  
  ***********************************

  

  Business response

  10/23/2023

  We have previously asked for the name of her consultant and the order number she is referring too.  Without these items we cannot figure out what items these are and to know what order to cancel, which by now has probably been delivered to the address she gave.

   

  Regards,

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

  Customer response

  10/24/2023

  The name of the consultant is *************************** order number is 407426572. 

  

  Business response

  10/26/2023

  The information we have found is as follows:  On October 9th, it appears that ******* contacted support trying to cancel her Scentsy Club order.  Scentsy Club is a subscription that is entirely managed by the customer including cancellation of any order or subscription.
  This subscription processed on October 9th at 1:30AM and per the terms and conditions of the subscription, orders may not be cancelled after they have processed.  This was explained to her on a call,then to the Consultant she ordered from in a Chat all on the 9th. If she did not want the order to process it was up to her to cancel the order prior to its processing.  A follow up email was sent to the Consultant about ******** call so she could help her understand.
  ******* indicated she would refuse the package and have it returned.  According to the ** Support Desk, they explained that we reship all returned packages.  She then claimed she would dispute the charges with her bank.

   

  Best Regards,

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

  Scentsy, Inc. | Legal Assistant

  Customer response

  10/26/2023

   
  Complaint: 20714967
  
  I am rejecting this response because: Yes all of that happened and then some on the calls I made to Scentsy. I have gone over the Terms and Conditions and do not see where it states I must cancel before it is processed. However, I do see where it can be canceled at anytime. Please show me where this is located. Thank you.
  
  Sincerely,
  
  ***********************************

  

  Business response

  11/02/2023

  We have attached a copy of the Program FAQ sheet.

   

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

  Legal Assistant

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Scentsy sold me a warmer (glisten) that cut me and made me bleed. This item was sent to me with tiny shards of glass coming off it. I wanted to return it as it's very unsafe to keep a product like that around my children and pets and they want me to pay to send this item back. When I called the helpline, the young lady on the phone today gave me an option to send it back as a warranty for the 2nd time, where they will pay for shipping and they will send me this same warmer back. Or I can give this warmer to my Consultant to exchange for a different one in same price category. However this product will be given to another customer via my Consultant to only risk them cutting themselves on it. I'm not comfortable legally to return and unsafe item to my Consultant whereas if someone gets injured on it, then I or my Consultant will be at risk for being sued. I would like to have Scentsy replace my item this is clearly a safety issue, not a warranty issue, and further investigate the safety of this product. I feel it should be recalled. AND I simply would like to have scentsy pay to have this item shipped back at no cost to me and replace it with a safer item in same price category. The lady on scentsy helpline also wanted me to further risk cutting myself AGAIN to take pictures of this product when there is pieces of glass inside. I refused to do this. The fact that they wanted me to further harm myself just for pictures is a liability upon the company. I would like to note, this is the 2nd time they've sent me this item. The 2nd one is also unsafe. I'm not willing to risk hurting myself, family or pets to keep this unsafe item in my home. At this point, because your helpline consultant wanted me to hurt myself further, I would rather just be given a refund plus taxes and the Shipping & handling charge. This has caused unnecessary harm and frustration beyond ********* can no longer support this company who wanted me to risk hurting myself for photos.

  

  Business response

  10/09/2023

  Scentsy will handle this and send the customer a pre paid label to return the product.  She can then choose a warmer in the same price range to be sent to her.

  Thank you.

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

  Scentsy, Inc. | Legal Assistant

• Initial Complaint

  09/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I responded to a consultant because I was interested in the pumpkin ****** warmer. However, I am low income so I didn't give her information to place the order yet. I asked about shipping charges so I could get a budget. She asked for my address and gave me an amount. I said ok. Fast forward I get a message that she had bought, shipped and paid for the order herself and had it shipped to me. I wasn't sure what to do since I never gave her the go ahead to do so. A few days later the warmer shows up. I contacted scentsy because the whole situation was wrong. I was Basically forced into reimbursing this consultant without me giving the go ahead to even order it nor did I give her payment information. I contacted scentsy and was told since I said the shipping amount was ok I agreed to the product????? How is this right or ok??

  

  Business response

  09/11/2023

  This sounds like a dispute between one of Scentsy's independent consultants and the customer; not a ********************** issue.

  Best Regards,

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

  Legal Assistant | Scentsy, Inc.

  Customer response

  09/11/2023

   
  Complaint: 20575009
  
  I am rejecting this response because: I contacted scentsy about this issue as well. So the complaint is against scentsy and the consultant. Scentsy themselves stated I owed for it because I was quoted a shipping cost.
  
  Sincerely,
  
  *********************************

  

  Business response

  09/21/2023

  Can we please have the customer's consultant's name that she was dealing with?  Our consultants are not employees of Scentsy, they are independent contractors.  We will see if we can work something out with the consultant if we can get her name.  When we tried to click on the files, they will not open.

  Thank you.

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

  Legal Assistant

*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. ↩