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Business Profile

Perfume

Ministry of Scent

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Perfume.

Complaints

This profile includes complaints for Ministry of Scent's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:09/14/2022

      Type:Product Issues
      Status:
      Answered
      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 have not received what I paid for, you have my hard earned money but I do not have what I paid for.   You like to point fingers alot and make excuses but how about having an actual solution? Why was such an expensive package not insured? Why wasn't I given an option to insure?   Problems happen with online business,  those problems are handled by taking the proper steps and  insuring the delivery. Your failure to do so is not my problem. 

      Complaint: 18022104

      I am rejecting this response because:

      Sincerely,

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

      resolve this.

      Business Response

      Date: 09/19/2022

      Dear BBB,

      Per the the customer's request, this order was shipped via **** because of his concern that *** (our usual shipment method) would destroy or lose his packages. We included signature confirmation to ensure safe delivery, as with all high-value first-time orders from our site. The package arrived and was signed by "K ********" and "left with individual" on August 17, 2022 per **** tracking. The customer contacted us on August 30, 2022 to inform us that he had not received the package.

      We advised the customer to file a claim with **** as the package was no longer in our custody and had been tracked and marked as delivered (with signature confirmation). Customer notified us that **** was unable to reach a solution in terms of package location. As we cannot verify whether or not the customer is in possession of the package that was signed for, we cannot refund or replace the order. 

      As a small business, refunding tracked and delivered orders, especially when signed for with the customer's name, is very difficult and sets us up as a target for fraud. We always strive to make our customers happy and to deliver great service. It pains us to think that ******************** might perceive our services negatively, but we simply can't afford to refund orders that have been confirmed as delivered with signature confirmation by the customer on file.

      Please advise if you have suggestions for how to resolve this in a satisfactory manner. See **** tracking attached.

      Best,

      Ministry of Scent Team

      Business Response

      Date: 09/20/2022

      Dear BBB,

      The package of concern was insured by **** for up to $100 and by our ecommerce platform provider for $200. Unfortunately, because the package was delivered to the customer's address, where it was signed for with his first initial and last name, neither **** nor our ecommerce platform will accept the insurance claims. Please see attached **** delivery confirmation. 

      Thank you,

       Ministry of Scent Team

      Customer Answer

      Date: 09/22/2022


      Complaint: 18022104

      I am rejecting this response because: $300 is less then the total amount of the package first off, secondly I have already filled a complaint with **** stating that I did not sign for this package.  They sited covid 19 protocols as the reason for the package release. The fact remains that I do not have my package, I do not have the items that I paid for and this dishonest business continues to hold my funds hostage despite the fact that it is literally illegal to do. 
      They tried to bribe me with a 50% off coupon and a free instore consultation if I just let it go.
      Either they will process a full refund or this complaint will not go away and I'm currently in talks with an attorney and law enforcement. 

      Sincerely,

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

    Ministry of Scent is NOT a BBB Accredited Business.

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