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Business Profile

Online Retailer

Scentiment LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

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

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    Customer Complaints Summary

    • 189 total complaints in the last 3 years.
    • 164 complaints closed in the last 12 months.

    If you've experienced an issue

    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 status

    Complaint type

    • Initial Complaint

      Date:12/24/2024

      Type:Delivery 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.
      Ordered 12/02/2024 Still have not received the order. I have sent 3 emails without any satisfaction or information regarding the product shipping date. ** have found several reviews of others experiencing the same problem. I would like a refund, but cannot contact customer service.

      Business Response

      Date: 03/20/2025

      Dear ******,

      I sincerely apologize for the inconvenience and frustration this delay has caused you. I understand how important it is to receive timely updates on your order, and I truly regret any lack of communication along the way.

      After reviewing your order, I see that it was delivered on 12/30/2024. Unfortunately, due to circumstances beyond our control, we experienced unexpected delays in receiving stock from our manufacturer during the past Holiday Season, which impacted the timely shipment of your order. We completely understand how frustrating this must have been, and we deeply regret the inconvenience caused.

      If you have any issues with your order or if theres anything else we can do to assist you, please dont hesitate to reach out. We truly appreciate your patience and your business.

      Sincerely,
      ****** *********
      Director of Customer Experience
      ******************

    • Initial Complaint

      Date:12/23/2024

      Type:Delivery 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.
      It's been 12 days since I placed my order.Before customer service stopped responding they said: "If you're checking on the status of your order, please note that our order processing time, especially this holiday season is 5 to 7 business days."8 business days have passed.The Shipping Policy section of the website explicitly states: "Rush processing expedites the fulfillment of your order so it can be verified, tailored to our Scentiment standards, quality checked, packaged, and shipped within 24 hours."Even with the holidays, it has been well over 24 hours since the order was placed. It has been well over 24 hours since money was taken out of my bank account. I was double charged for a service I specifically went out of my way to deselect before checkout and the service I was charged for without my consent wasn't even *********** the reply they also stated: "Regarding the rush order charges, I noticed that there were charges for it despite your intention to deselect it at checkout. While I'm unable to process refunds directly, I'll forward your issue to our billing department to have it reviewed. They will be in contact to further assist you with this charge.Meanwhile, I assure you that I'll follow up on the order status to see if I can get more updated shipping information for you."We're on day 5 without any sort of follow-up.Since my order hasn't even been processed yet I want a cancellation and a refund. I will initiate a chargeback if need be.

      Business Response

      Date: 01/05/2025

      Hello *****,

      Were truly sorry for the inconvenience youve experienced, and we want you to know that your concerns matter deeply to us. We understand how frustrating this situation has been, and we appreciate you taking the time to let us know.

      Unfortunately, due to circumstances beyond our control, there were unexpected delays in receiving stock from our manufacturer, which impacted the timely shipment of your order.
      We understand how important it is to receive your orders on time, especially during this busy and festive time of year, and we deeply regret the inconvenience this situation has caused. Additionally, the surge in customer inquiries during this period has resulted in delays in responding to some of your messages, which is certainly not the level of service we strive to provide.

      As of right now since there is a chargeback open and I am unable to process the refund. 

      When a chargeback is initiated the disputed funds are placed on hold and the case is reviewed by the payment processor. During this time, businesses cannot process a refund directly, as this could result in duplicate resolutionsone from the chargeback and one from a refund. Additionally, chargeback policies require the chargeback process to be completed before any further actions can be taken.
      If you'd like to expedite the resolution, you may consider withdrawing the chargeback claim with your card issuer, allowing us to process a direct refund instead or accept the retention offer offered to you by an agent. Please let us know how you'd like to proceed, and well assist you further.

      Once again, we apologize for any inconvenience this may have caused you. This is certainly not the experience we aim to provide. Rest assured, we have resolved the underlying issue and are diligently working to catch up on all delayed shipments. Our team is committed to ensuring all our customers receive their products as quickly as possible and providing the excellent service you deserve.

      Sincerely,

      ****** *********
      Director of Customer Experience
      ******************

    • Initial Complaint

      Date:12/23/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      12/6/24: I ordered a diffuser starter kit that included one scent and I added the diffuser cleaner the same day I received another email stating my package was packed and ready to ship. 12/14/24: I received an email stating that there was now a delay as there was an influx in orders and delays in receiving stock. I also spoke with someone who informed me that a shipment would be in that day or next and my order should be shipped out as it was expedited. 12/23/24: it took me FIVE times calling scentiment phone line to get someone to answer.. upon discussion I get the same explanation of theres a delay in receiving stock and no one can seem to tell me when it is to be expected or anything at all. I asked to be refunded my money as I have waited almost a month for these products and I no longer want them. I need my money back as I do not have the money to just wait around for something I never know ill come. They informed me since my order pending at the warehouse that they cant provide a refund for me at this time. it is extremely exhausting trying to get any help from scentiment and I want my money back. if not I am going to dispute it. they should be able to refund me.

      Business Response

      Date: 01/05/2025

      Hello *******,

      Were truly sorry for the inconvenience youve experienced, and we want you to know that your concerns matter deeply to us. We understand how frustrating this situation has been, and we appreciate you taking the time to let us know.

      Unfortunately, due to circumstances beyond our control, there were unexpected delays in receiving stock from our manufacturer, which impacted the timely shipment of your order.
      We understand how important it is to receive your orders on time, especially during this busy and festive time of year, and we deeply regret the inconvenience this situation has caused. Additionally, the surge in customer inquiries during this period has resulted in delays in responding to some of your messages, which is certainly not the level of service we strive to provide.

      I see your order was delivered on 12/31/2024.

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

      We completely understand that actions speak louder than words. Please rest assured that were committed to following through and making things right. We truly appreciate your patience and the opportunity to prove ourselves.

      We have resolved the underlying issue and are diligently working to catch up on all delayed shipments. Our team is committed to ensuring all our customers receive their products as quickly as possible and providing the excellent service you deserve.

      Once again, we sincerely apologize for the inconvenience this may have caused you.

      Sincerely,

      ****** *********
      Director of Customer Experience
      ******************

      Customer Answer

      Date: 01/21/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ******* ****

    • Initial Complaint

      Date:12/23/2024

      Type:Delivery 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 placed this order December 5 and haven't received my order to date. I have tried reaching out to the business to get an update and no response have been received. I either want my order or for them to refund me my money.

      Business Response

      Date: 03/20/2025

      Dear *****,

      I sincerely apologize for the inconvenience and frustration this delay has caused you. I understand how important it is to receive timely updates on your order, and I truly regret any lack of communication along the way.

      After reviewing your order, I see that it was delivered on 12/31/2024. Unfortunately, due to circumstances beyond our control, we experienced unexpected delays in receiving stock from our manufacturer during the past Holiday Season, which impacted the timely shipment of your order. We completely understand how frustrating this must have been, and we deeply regret the inconvenience caused.

      If you have any issues with your order or if theres anything else we can do to assist you, please dont hesitate to reach out. We truly appreciate your patience and your business.

      Sincerely,
      ****** *********
      Director of Customer Experience
      ******************

      Customer Answer

      Date: 03/20/2025

       
      Complaint: 22722735

      I am rejecting this response because: I never received any delivery and never received any refund. 

      Sincerely,

      ***** ******

      Business Response

      Date: 03/20/2025

      Dear *****,

      Im sorry for the frustration this situation has caused and truly appreciate your patience.

      Attached is the proof of delivery for your order. After reviewing the shipment details, neither Scentiment nor ***** have received a claim stating that the item was not delivered. To move forward with resolving this, we kindly ask that you open a claim with ***** and provide us with the claim number once it has been submitted. This will allow us to escalate the matter and proceed accordingly.
      Your ***** Tracking # : 283735550953

      Please let us know once you have completed this step, and we will be happy to assist you further. If you have any questions or need any help with the claim process, feel free to reach out.

      Best regards,
      ****** *********
      Director of Customer Experience
      ******************

      Customer Answer

      Date: 03/20/2025

       
      Complaint: 22722735

      I am rejecting this response because: This isn't my location and I never received the order I paid for. It is possible they may have delivered it to the wrong location. 

      Sincerely,

      ***** ******

    • Initial Complaint

      Date:12/23/2024

      Type:Customer Service 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 ordered 160 dollars worth of stuff haven't received anything. I contacted them via email.l and phone and nothing. There never was an invoice m, but they sent an email saying they are low in supplies. I want my money back. With their terrible reviews I saw after the fact how are they still in business. I have 5 kids and the oldest wanted this diffuser, this is alot of money for me I bought as a gift. Called their number always says they are closed. This isnt right for them to take advantage of people and give people the run around and using them for their hard earning money! When we are just trying to make Christmas nice for our family!!! I was never given a tracking number to even give you that! But they were fast to take my money.

      Business Response

      Date: 01/05/2025

      Hello ****,

      Were truly sorry for the inconvenience youve experienced, and we want you to know that your concerns matter deeply to us. We understand how frustrating this situation has been, and we appreciate you taking the time to let us know.

      Unfortunately, due to circumstances beyond our control, there were unexpected delays in receiving stock from our manufacturer, which impacted the timely shipment of your order.
      We understand how important it is to receive your orders on time, especially during this busy and festive time of year, and we deeply regret the inconvenience this situation has caused. Additionally, the surge in customer inquiries during this period has resulted in delays in responding to some of your messages, which is certainly not the level of service we strive to provide.

      I see your order was delivered on 12/31/2024.

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

      I completely understand that actions speak louder than words. We truly appreciate your patience and the opportunity to prove ourselves. Please rest assured that we have resolved the underlying issue and are diligently working to catch up on all delayed shipments. Our team is committed to ensuring all our customers receive their products as quickly as possible and providing the excellent service you deserve.

      Once again, we apologize for the inconvenience this may have caused you.

      Sincerely,

      ****** *********
      Director of Customer Experience
      ******************

      Customer Answer

      Date: 01/15/2025

       
      Complaint: 22722635

      I am rejecting this response because: it was a Christmas gift and it didnt arrive until soooo late and I felt so embarrassed. I also felt so uneasy about the fact I never received an invoice! I have read so many reviews that it randomly stops working! I really thought it would be a good gift but from the beginning I felt this was a scam! 

      Sincerely,

      Ru Mor

    • Initial Complaint

      Date:12/23/2024

      Type:Service or Repair 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.
      This company sells air diffusers with scents. I bought 5 scents on their website. No where on the shopping page does it say that I was subscribing to a monthly subscription of scents. The subscription info is hidden deep down in the legal section of their website. Without any notice or approval, they subscribed me to their subscription and charged my credit card the next month. It was then difficult to figure out how to cancel - though I did eventually but they are refusing to cancel the order even though it has not shipped.

      Business Response

      Date: 01/03/2025

      Dear ****,

      Thank you for your email and for bringing this to our attention. Were truly sorry for the inconvenience youve experienced, and we understand how frustrating this situation must have been for you. Your concerns are very important to us, and we appreciate you taking the time to share your feedback.
      Ive reviewed your account and can confirm that your subscription plan has been canceled, so you will no longer receive any further subscription charges.

      Additionally, when you purchased the Top 5 Hotel Collection Samples, a 10% discount was applied as part of the subscription offer.

      Wed also like to clarify that our subscription plan, including the discount, is clearly displayed during the checkout process. Furthermore, the subscription toggle is designed to provide customers with control and can be easily switched on or off at the time of purchase.

      We strive to make the subscription process as transparent as possible and are sorry if this caused any confusion. I have attached all the proof of information shared during the product selection as well as the disclaimer at checkout.

      We are unable to cancel these orders as they are processed immediately, we are happy to work with you on ensuring a smooth resolution.

      Your order has been delivered ******************************************************************************************** and you can choose to return it using our portal: ************************************************?

      We appreciate your feedback and will continue to evaluate ways to make our subscription process clearer for all customers. Please dont hesitate to reach out if theres anything else we can do to assist.

      Sincerely,

      ****** *********
      Director of Customer Experience
      ******************


    • Initial Complaint

      Date:12/22/2024

      Type:Delivery 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.
      Ordered these on the December 1st and never received them, been getting a run around by the company.

      Business Response

      Date: 01/03/2025

      Hello ********,

      Were truly sorry for the inconvenience youve experienced, and we want you to know that your concerns matter deeply to us. We understand how frustrating this situation has been, and we appreciate you taking the time to let us know.

      Unfortunately, due to circumstances beyond our control, there were unexpected delays in receiving stock from our manufacturer, which impacted the timely shipment of your order.
      We understand how important it is to receive your orders on time, especially during this busy and festive time of year, and we deeply regret the inconvenience this situation has caused. Additionally, the surge in customer inquiries during this period has resulted in delays in responding to some of your messages, which is certainly not the level of service we strive to provide.

      Please rest assured that we have resolved the underlying issue and are diligently working to catch up on all delayed shipments. Your order will ship tomorrow. Our team is committed to ensuring you receive your products as quickly as possible and providing the excellent service you deserve.

      As a sincere apology, wed love to send you a small token of appreciation to make up for the delay and show how much we value you. Please keep an eye out for an order confirmation email at *********************************.
      To ensure weve cleared all pending orders, your "Apology Gift" will be shipped no later than January 10, 2025. However, its likely to arrive sooner as we are nearing the completion of our shipping backlog. Thank you for your patience and understanding!

      We completely understand that actions speak louder than words. Please rest assured that were committed to following through and making things right. We truly appreciate your patience and the opportunity to prove ourselves. If theres anything more we can do in the meantime, please dont hesitate to let us know!

      Sincerely,

      ****** *********
      Director of Customer Experience
      ******************

      Business Response

      Date: 01/03/2025

      Hello,

      I apologize for this. 

      The customer's name is ******, not ********.

      I apologize for this error on my part.

      Regards,

      ****** *********
      Director of Customer Experience
      ******************

    • Initial Complaint

      Date:12/22/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 bought a **** of their product on Black Friday promotion, they offered Rush Order, and as of Dec 22 I have received neither. Emails go unanswered, or vague to details of where my order is. Asked for refund of Rush Order since a month is not a rush. I want the product. And I want a refund of my rush order.

      Business Response

      Date: 01/03/2025

      Hello ****,

      Were truly sorry for the inconvenience youve experienced, and we want you to know that your concerns matter deeply to us. We understand how frustrating this situation has been, and we appreciate you taking the time to let us know.

      Unfortunately, due to circumstances beyond our control, there were unexpected delays in receiving stock from our manufacturer, which impacted the timely shipment of your order.
      We understand how important it is to receive your orders on time, especially during this busy and festive time of year, and we deeply regret the inconvenience this situation has caused. Additionally, the surge in customer inquiries during this period has resulted in delays in responding to some of your messages, which is certainly not the level of service we strive to provide.

      Please rest assured that we have resolved the underlying issue and are diligently working to catch up on all delayed shipments. Your order will ship tomorrow. Our team is committed to ensuring you receive your products as quickly as possible and providing the excellent service you deserve.

      As a sincere apology, wed love to send you a small token of appreciation to make up for the delay and show how much we value you. Please keep an eye out for an order confirmation email at *****************************

      To ensure weve cleared all pending orders, your "Apology Gift" will be shipped no later than January 10, 2025. However, its likely to arrive sooner as we are nearing the completion of our shipping backlog.

      We completely understand that actions speak louder than words. Please rest assured that were committed to following through and making things right. We truly appreciate your patience and the opportunity to prove ourselves.

      Once again, please accept our sincere apology.

      Sincerely,

      ****** *********
      Director of Customer Experience
      ******************

      Customer Answer

      Date: 01/09/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      **** ******

    • Initial Complaint

      Date:12/22/2024

      Type:Delivery Issues
      Status:
      Resolved
      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.
      On Nov ******* I ordered a scent from this company. They said it would be delivered by Nov 20. The item never arrived. The company does not answer their phone. I communicated by email, the issue. The attached email is a response to my complaint. The items they said they sent to replace the item that never arrived also never arrived. The company has quit responding to my emails and again will not answer their phone.

      Business Response

      Date: 01/05/2025

      Hello ******,

      Were truly sorry for the inconvenience youve experienced, and we want you to know that your concerns matter deeply to us. We understand how frustrating this situation has been, and we appreciate you taking the time to let us know.

      Unfortunately, due to circumstances beyond our control, there were unexpected delays in receiving stock from our manufacturer, which impacted the timely shipment of your order.

       We understand how important it is to receive your orders on time, especially during this busy and festive time of year, and we deeply regret the inconvenience this situation has caused. Additionally, the surge in customer inquiries during this period has resulted in delays in responding to some of your messages, which is certainly not the level of service we strive to provide.

      A refund was processed on your account as requested on 12/23/2024.

      Once again, we apologize for the inconvenience this may have caused you.

      Sincerely,

      ****** *********
      Director of Customer Experience
      ******************

      Customer Answer

      Date: 01/21/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ****** *****

    • Initial Complaint

      Date:12/20/2024

      Type:Product Issues
      Status:
      Resolved
      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 made an order from the company at the beginning of Dec. On the website it stated 3-5 day to ship the order. A few days after purchase, I received an email stating ship date would be delayed by 5 days. When this 5 days approached, I received another email stating ship date was delayed by 10 days. This was supposed to be a Christmas present so at this point this item is completely useless to me. I responded to the email and only received an ** response. I attempted to get human interaction but none received. A few days later I sent another email requesting for cancellation and the ** told me I could not cancel, again this is to be a Christmas present and this item is useless to me since I wont receive until after Christmas. Once again I requested human interaction and this time ** stated my request was sent to the appropriate department but still have not received a response. Initially I did my research on this company on the internet and it seemed like they had decent reviews, but after having issues I went to their ******** page and I would say ******************************************************************* no response from customer service and the company will not answer their phones. This is very unfortunate I had very hopes of this company from the research I did but it seems like the company is just a big scam. I would like my order canceled and money refunded to me asap.

      Customer Answer

      Date: 12/21/2024

      Obviously, with the two emails updates emails attached the company knows it is in the wrong and breaking their own policies. 

      Business Response

      Date: 01/03/2025

      Hello *******,

      We sincerely apologize for the inconvenience youve experienced and want you to know that your concerns are very important to us. We understand how frustrating this situation has been, and we truly appreciate you taking the time to share your feedback.
      Scentiment has been transparent with our customers about the challenges weve faced due to a surge in orders and the loss of a shipment by our carrier, which was unfortunately beyond our control. We acknowledge that the surge in orders could have been managed better, and we have already implemented measures to prevent this from happening again in the future.

      I see that your order has been refunded as requested, and a confirmation email was sent to ********************** Please allow up to 3 business days for the refund to appear on your payment method.

      We deeply regret any inconvenience this has caused you.


      Sincerely,

      ****** *********
      Director of Customer Experience
      ******************

      Customer Answer

      Date: 01/14/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Though I want to add, I could not find anywhere about their transparency they spoke about. Not getting responses is not being transparent 

      Sincerely,

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

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