I started as most people do: saw the ad through Facebook, checked it out, thought it was a good deal, signed up. I signed up for a 2-product shipping method (cologne for me, perfume for the wife).
The first experience was already bad. They had the cologne sent on time, but never sent the perfume. With that, then there was a problem charging my card (they said it was rejected, even though the credit card company said they never rejected anything from that). So, I tried to set it up through my debit card, but it wouldn't authorize. I then set up with PayPal and it said it was fine. We then finally received the perfume three weeks after the cologne was sent initially.
However, it then got put into a "Pending Charge" state where it wasn't charging my account at all. I asked for assistance and all I got was "We charge on x, x, x, x, x, of the month. If it doesn't work in one of those dates, then we skip that month automatically". Well, 3 of those dates passed, and nothing happened. I asked for more help and got nothing (because my support ticket was closed). At that point, I was done with dealing with the troubles and turned away, so I tried to cancel. Unfortunately, since my account was in limbo now, I couldn't cancel through the website. I sent another service ticket and got no response for days. I had to reach out on their Facebook page and got a response after 24 hours of waiting. Now, I'm still waiting for them to continue helping me.
TERRIBLE customer service, and not timely at all. No consistency with shipping or billing. Overall a bad experience. I DO NOT recommend this to anyone.
Bottom Line: No, I would not recommend this to a friend
Company Response from Scentbird
Jun 14, 2019
Hi J S,
I am so sorry to hear about the billing issues you've had in the past. In the last few years, we have made improvements to our payment process wherein customers get notified right away whenever their payment methods failed in our system.
We also made improvements to our cancellation process to make it much more straightforward, so that customers can complete a cancellation on their account without having to contact customer service. In addition, we have been in the process of implementing several other changes to be more focused on providing excellent customer service.
If you ever choose to return to Scentbird, please send me an email to firstname.lastname@example.org with "HighYa c/o Pat“ in the subject line. We are happy to make things right for you this time!