ComplaintsforScentsy, Inc.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a Scentsy Bar Car Clip and found it had eaten my dash. I contacted my distributor to inform her of this as the clip was used as directed and with the hardware provided and didn't want this happening to others. My distributor informed me she would reach out to home office and would keep me updated with their response. She emailed me later informing me that I should be receiving an email from the legal department. I did receive the email and filed a claim as stated in the email. I also spent the day calling and traveling to various service repair shops to get quotes as directed in the email. I submitted the information via email and sent original documents via mail. I received a response from the legal team that my claim was denied because my picture showed the product touching the surface of my car. I did reach out for clarification as the bar was used with the hardware provided and was not touching the surface of my car. I am extremely disappointed with the way this situation was handled as I did follow their guidance and good faith and service were not provided.

  

  Business response

  06/08/2023

  Our attorneys reviewed **************************** claim and denied it.  Our warning on the packaging states: "Warning:  KEEP OUT OF REACH OF CHILDREN AND PETS.  Avoid contact with fabrics and other surfaces, as the fragrance oils contained in this product can cause damage."  In her case the photos she presented show that the bar was in contact with her dash.  If the car bar clip was not in contact with her dash it would not have caused damage.  Also, If the car bar clip was not in contact with her dash, then what caused the damage?

   

  Best Regards,

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

  Legal Assistant | Scentsy, Inc.

  Customer response

  06/16/2023

   
  Complaint: 20157958
  
  I am rejecting this response because:
  
  
  
  Thank you for your response.
  
  The question that has yet to be answered is which picture shows the bar clip touching the dash? The picture shows the clip being used with the hardware provided by thr company and used as directed. Using the clip as directed caused the damage, as the clip was never in contact with the surface of the vehicle.
  
  I wish to bring perspective to this so others are not faced with the same dilemma and so the company, in good faith can research better ways of providing their products. The fact that Scentsy refuses to acknowledge this and would rather point fingers is disheartening. 
  
  Respectfully,
  ******************************************;
   

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed a $90.72 order in November, and never received it. I found that it was shipped to a wrong address. An address I have not ever entered nor am affiliated with. It is not close to my address nor saved in my contacts. I reached out to the consultant and she was not able to get anywhere with corporate. After no response from Scentsy, I contacted PayPal, and Scentsy rejected stating the item was delivered. Yes, it was, but delivered to a wrong address no fault of my own. I am looking for my item or compensation, since I am a long-time customer, and the items were fairly expensive.I finally received a response in March advising me they will not refund or send any replacement because this was my fault. I again explained the situation, they never responded back.

  

  Business response

  04/12/2023

  Here are the facts in this case:

  This order was placed during an Online Scentsy Party directly to the Personal Website of the Consultant by the Customer filing this dispute.  ***** was the one that entered all of the information into the order to include the shipping address, which now she contends is wrong. Scentsy, in good faith, fulfilled the order and had it shipped directly to the address that was entered via Fed-Ex.  Enough time has elapsed that the tracking validation is no longer available.
  
  The order was placed November 14, 2022.  The customer did not inquire with ********************** nor is there any communication from the Consultant until March 18, 2023.  The customer was asked to make attempts to recover the package from the address she indicated it should be delivered.  Since it was fulfilled and delivered as requested by the order, no shipping claim or fulfillment claim could be filed.  Now 5 months from the time of the order, there is not much that can be done.  There is no evidence to support the claim that it was shipped to an incorrect address different from the one entered by herself.
  

   

  Best Regards,

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

  Legal Assistant | Scentsy, Inc.

  Customer response

  04/12/2023

   
  Complaint: 19924303
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased through Scentsy. When the products arrived 13 of the 17 individual products were damaged and I could not provide them to the client. The box was very poorly packaged- the items were glass and they were all stacked on top of one another. There was no protection provided in the packaging. I contacted the company and requested them to expedite the order as the customer needed the products for gifts on a particular date. I made this known. I followed the procedure to return the product the same day so the new items could be sent. The replacement items did not arrive in time for the client's event therefore I was not able to provide them to my customer. I contact ********************** to inform them and request a return of the product with a full refund. It was the company who poorly packaged the original items. Had they been in proper condition the first time I would have been able to provide them all to my customer, however that was not the case. When I made known the date that items were needed there was no mention that this would not have been possible. Had I known this I would have never reordered them. I have requested a refund for the items and would like to return them. Scentsy has not been responsive in my request stating that because the second packaged arrived that I cannot get a refund. The package did arrive but not in time and caused me not to be able to provide the product to my customer. I was told that a supervisor tried to call me once to resolve this and as I did not answer the phone my request was closed. Scentsy has not been active in resolving my request therefore I am submitting a complaint. Please look into the company and my complaint as I would like a resolution.

  

  Business response

  04/03/2023

  While Scentsy does not have a way to send expedited items, the customer/consultant should have been informed of that.  Scentsy is trying to reach the customer to get the product sent back to us, and once we receive it a full refund will be given.

   

  Best,

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

  Legal Assistant

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a product on 3/3/23. I did not get an email or bank notification that the order had successfully gone through. I had forgotten about it and then got an email saying "Your Scentsy shopping bag is about to expire", so I figured I must not have clicked finish or whatever on my shopping bag. I went back online and the two items were still in my shopping cart. I purchased them and everything went fine got an email about my purchase through paypal. HOWEVER, I was charged for 3/3 and 3/5. She said the order was closed at 6am on 3/3. I'm not even up that early. When I got my second package, I went to return it and it said to talk to my consultant, which I did. She said there were no returns but she could buy the one larger item off of me (which is not her responsibility, but was kind) I told her I would try to contact them first. I call the 877 number and get a woman who told me it was MY fault for not checking my account or calling the consumer number before placing a second order. I almost started crying, this was a $70 order that I was not charge for or emailed about. When I get an email that my cart is still full, and the 2 things I thought I bought were in the cart still, WHY WOULD I CALL?!?! I have loved this company for years, but how this woman treated me when it was just an error. I am a teacher and a mom. I purchased a Dobby scentsy ***** for my daughter. If it were just the bars, I'd be fine with the dupicate. But I don't need 2 $50 buddies at my house.

  

  Business response

  03/28/2023

  Scentsy is reaching out to the customer and providing a return label for the product she did not want and we will also be providing her a refund upon return of the product.

  Best Regards,

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

  Scentsy, Inc. | Legal Assistant

• Initial Complaint

  03/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order on 3/6/23 in the amount of $127.93. Package was marked as delivered by ***** on 3/16/23. Upon checking the tracking information, I saw that ***** had taken a photograph of my package on a doorstep that was clearly a side door, even though they had marked it as being delivered to a front door. Either way, I recognized that this was not my home and contacted them immediately. They told me to reach out to the merchant, which I did via email. I received no response so I tried contacting them through PayPal, which is how I paid. They responded, essentially telling me that the package was delivered and offered no assistance. I messaged back asking to be refunded, as I felt I had been ripped off and that the customer service was horrible, and they haven't reached back out at all aside from asking me to call the customer service number, which I do not have time for as I work 12 hour days and cannot be on the phone at work. I want to be refunded for this order and I advise anyone who plans on ordering from this business in the future do so through a consultant, because the website is awful and their customer service is even worse. My order number is *********

  

  Business response

  03/20/2023

  The only way to order Scentsy products is to order through a consultant.  If this order was placed through a third party, Scentsy is not responsible for the product not arriving.  If this customer has an order number we would be happy to look into her order.  If not, she will probably need to contact PayPal.

  Best Regards,

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

  Scentsy, Inc. | Legal Assistant

  Customer response

  03/20/2023

   
  Complaint: 19622600
  
  I am rejecting this response because: I literally provided a screenshot of my order that I placed THROUGH THE SCENTSY WEBSITE. I also provided the order number in my complaint, but here it is again: 
  401590148. I have also reattached the screenshot of my order that I placed on scentsy.com
  

   

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

  

  Business response

  03/23/2023

  After researching the delivery, we find that the package was indeed delivered to the correct address, even though it was delivered to the side door (which Fed Ex might have done to prevent theft) instead of the front door.  We have attached an image of the customer's house.

  Best Regards,

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

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Scentsy because something was wrong with their webpage that I was not able to log into my account. I requested that they cancel my subscription order because I was allergic to some of the products and explained to them that their site wouldn't allow me to access my account, they told me I needed to make a new account because something went wrong on their end and once I made the account they would link my subscription to my new account. I made the account as requested and they couldn't link my subscription to my new account so they advised me I would be charged for the subscription anyways and that it was non-refundable. That's absurd and I'm extremely disappointed. I made sure I explained to them exactly why the order needed cancelled and they claimed they couldn't do that for me. At this point I'd just like my money back on this order, I will gladly return the order but I do not feel they should be charging me for something I requested to cancel especially since their policy states cancel at ANYTIME.

  

  Business response

  03/06/2023

  Scentsy is working on a refund to the consultant.  Refund should be set up within the hour and will process within 3-5 business days back to the billed card.

   

  Best Regards,

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

  Legal Assistant | Scentsy, Inc.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wednesday March 1, 2023 and -10:30am I decided to call Scentsy and they claim that they shut my member my dealer account today for no sales of products down so I cant order anything that is not fair because they never told me I never sent any emails or texts messages saying that the They are going to shut down my dealer rep account, so I would cant even open it back up cuz i need to wait 3 months thats like Bull crude like for them to re-open it back up and send me my stuff, for NO CHARGE for all of the issues I had, and my very own website to sell myself the way I want it designed. Thank you. Have a blessed day.

  

  Business response

  03/02/2023

  Per Scentsy's cancellation policy, the account was cancelled for inactivity after 12 months on 10/1/2022.  On January 3, 2023 the former Consultant contacted support to have his account reinstated.  Terms of that reinstatement were provided and his account was current again.  The terms include submitting at least one order and a total of 200 PRV in order to have the account remain current.  Clearly stated in the terms was that if this was not achieved during January or February, the account would again be cancelled on March 1, 2023.
  
  Inactive accounts have a limited timeframe with which they remain current.  In this situation the former Consultant reached the threshold twice having no submissions of orders nor any customers each time.  The account is eligible to reinstate again in June 2023 under the same terms and conditions as before.

   

  Best Regards,

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

  Customer response

  03/03/2023

   
  Complaint: 19520485
  
  I am rejecting this response because: They never send you anything or email you or say that your accounts gonna get shut down you better do something nothing and I want my account back open and to be left alone please all my asking if not, I will buy captaincy forever
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a whiff box subscriber for over a year. Scentsy and its consultants misrepresented and sold October whiff boxes to contain a specific series of items (photos attached of what items were promised). They over sold and couldnt deliver. I called customer service when I didnt receive my box and was told they were delayed. I finally received the subscription box and its not what was supposed to be included. This is now the second box that has been marketed and not delivered as promised. Waiting on scentsy CS to respond to my request to return the box for a full refund. Dont have consultants market a box and then the company not deliver. Clearance items are NOT subscription box acceptable.

  

  Business response

  11/01/2022

  This is a Consultant complaining about the advertised whiffbox vs. the configuration that was shipped.  She wants a refund but as a Consultant she agrees to the program and is informed via the *** on how the program works.  In the *** it states:
  
  What can I expect to get in a Scentsy Whiff Box? You can expect a variety of sample- and full-size consumable items (aka the stuff that runs out) in each box. Youll always get Scentsy Wax in single-use samples and/or a Scentsy Bar or two. The remaining contents will vary depending on items available in your country, either from Scentsy Laundry, Clean, Body or On-the-Go products.
  How often do the contents of a Scentsy Whiff Box change? Scentsy Whiff Box contents change each month to incorporate the latest trends and seasonal fragrances. Products are subject to change throughout the month due to availability. If products sell out, we will do our best to replaced them with comparable items.
  When will the contents of a Scentsy Whiff Box be shared? We share the product types you might expect to see in a Scentsy Whiff Box, but to maintain the element of surprise for customers, specific contents for current and future months will not be published. As the month goes on, social sharing may reveal the months curated contents, but keep in mind that those contents are subject to change due to product availability throughout the month.
  Why were the contents of my Scentsy Whiff Box different than someone elses? Scentsy Whiff Box contents are always subject to availability, and because products occasionally sell out, there may be variances within a box for a given month. If an item sells out, it will always be replaced with a similar product. Scentsy Whiff Box contents will also vary by country, given that not all product lines are available in all countries.
  
  In this case, the whiff box oversold and was delayed while the configuration of the box was put together, then shipped.  Her box has been delivered, so she received what was paid for.  She can work with Consultant Support to return the products for a refund.  Typically that is not an option.

  Best Regards,

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

  Legal Assistant | Scentsy, Inc.

  Customer response

  11/01/2022

   
  Complaint: 18333527
  
  I am rejecting this response because:

  Scentsy is denying my request unless I pay return shipping or agree to having my refund reduced for the cost of return shipping - after escalating this to CS because they initially denied my request entirely.

  Scentsy over sold a product that had hundreds of consultants promoting as a specifically filled item box: "The **************** is exclusively available in the box!". I have many screen shots of this and many with promotion photos telling customers to buy this box because of the items. 

  Don't misrepresent the actual items and don't allow consultants in the count of hundreds to promote a box you cannot fulfill. Scentsy made a mistake, oversold and couldn't deliver what was promoted. This is not a buyer/customer issue and ********************** should do the right thing and either fulfill the correct times, refund the box OR have given the buyers the option to cancel before shipping. 

  I would be happy to provide further proof of inaccurate promotion to Scentsy legal but per customer service they don't have direct contact information other than a generic email address, which they can't guarantee would result in a response. 

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

• Initial Complaint

  09/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date was 8/20/22 I paid ****** I got a oogie boogie warmer and ********************* , oogie boogie scentsy bar and never got the bar and have 15 different emails and call them 3 times and nothing has been done about it I paid for a item and was hoping to get it send to me

  

  Business response

  09/22/2022

  Scentsy has since shipped her missing wax bar.  We are sorry this took so long, but were waiting for her consultant to contact us back.

  Best Regards,

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

  Legal Assistant | Scentsy, Inc.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been a consultant with scentsy for over 2 years, I have a monthly subscription which i received as damaged, soap was all over the items and were not salvable. I chatted with the company, and was never advised the damaged product had to be returned, once all the soap was rinsed off ALL products were ruined!! Now they are telling me they will not replace the items because I did not send it back, I told the rep i threw the items away and she said nothing about it. This is a $30 order they are acting as if I, a consultant for the company is a thief. In my two years I have never had a return. If they speak to me this way I hate to see how they speak to a customer. I did have pictures but I deleted it as I did not think i needed it due to the rep not saying anything about a return. I have had better customer service at Walmart....you know you do all the shopping and all the work. This companies values are in the toilet

  

  Business response

  09/14/2022

  ************** was informed by one of our reps the following statement in writing that we have in the consultants notes:

  "
  ***************************;via chat
  Aug 24 07:27
  I created a replacement order *********, which you can view under your Order History tab of the Workstation. I have also sent a prepaid shipping label to the email address provided. Please be sure to have this sent back to us within 30 days. Once the return is scanned in transit, the replacement will ship within 1-2 business days. Failure to return the damaged items within 30 days will result in the cancellation of the replacement order. Return tracking for this exchange can be viewed in your Workstation under order number 394483905."

  And then **************** acknowledged that she had to return the damaged product within 30 days by stating "Thank You."

  
  ***********************;via chat
  Aug 24 07:27
  Thank you

  It is our belief that ************** was informed of the steps she needed to take in order to receive new product and she chose not to follow those guidelines.

  Best Regards,

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

  Legal Assistant | Scentsy, Inc.

*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. ↩