Amorito G.

Thanks to some terrible customer service and a stinky attempt at duplicating my favorite discontinued perfume, I see that Scentmatchers has given out customers personal, private info. I am appauled at the actions of this business owner Adam! I searched on the web to see if I was alone. Unfortunately, I find that I am one of many who feel that something really fishy is going on in Reed City.

My story: I placed an order on 2/5, beacause I searched their "database" and my perfume was found. Yay! That must mean that they have already, successfully recreated this scent... after all, it was in THEIR database. I tried to order over the phone, but they never answered their phone. After 3 days of phone tag, I placed the ordr through email. I was it will take 2-3 weeks to receive my order.

Waited 3 weeks and nothing. Emailed support to find out what was the estimated delivery time. They replied that it should be shipped the week of 3/1. On 3/4, I rec'd an auto email from usps. Yay! I thought it had been shipped. Much to my dismay, by around 3/7 I checked the usps website... put in the tracking number and it reads: the package is not yet in our system ( or something like that). It went on to explain that although the tracking number was real, that only means the company PRINTED the label on 3/4. It doesnt mean it was shipped on 3/4. It also doesnt mean it was ever shipped. I got nervous... mostly because I was anxiously awaiting my perfume!

I thought, ok, they must be swampped and printed the label on 3/4 so that they met their projected "week of 3/1" promise, and figured we are sooo close to finishing the fabulous reproduction... we'll get it out early next week. (This was what I made up in my own head to justify this... mind you they have been silent this whole time.)

Then I get the much anticipated product on 3/10. (with no invoice of any kind) Gulp! Jasmine/rose water. NOTHING, and I mean N-O-T-H-I-N-G, like the actual perfume that I ordered... even though it was already found in their database! There had to be a mistake! Perhaps a mixup?! The perfume I was waiting for is chocolate-y vanilla with a hint if amber musk and jasmine. Most people associate it with vanilla. Had I received a generic vanilla... I would have thought, "eh, they tried, but just missed." And probably would have sucked up that I paid $66 ($59 + shipping) for plain vanilla and kept it. Most likely would have passed it onto my niece... the bottle was cute! However, this crap they sent was laughable as an attempt. I hate rose.

I immediately sent an email to scentmatchers on 3/10, stating (politely) that the long-awaited perfume finally arrived and I am dissapointed that it smells nothing like the scent I asked for. "Please advise."

I had company in town, so I didn't give it nuch thought until the next week. On 3/16, still no word from scentmatchers. I replied stating that I was very dissapointed that I had to wait so long for a product that did not live up to its expectations and when I reported my concerns to the company, their response was to ignore me. I have no other option but to return the product.

Then I searched for reviews on scentmatchers. I was shocked to see others having very eerily similar experiences... with the same smelling " wrong" perfume. I also saw Adam's response claiming that he apologized for the old return policy and promises to make things right. Just contact him.

I replied back to my "I'm dissaponted, ignored and sending it back" email adding that I found several complaints online and they all had the same experience... right down to the same crappy generic flowery perfume scent. I included that I would like a response from Adam himself.

I got a quick, snarky response from Adam that read, "had you asked a question, we would have responded."

So, apparently a customer emailing you the day they get your product, complaining that the product is not correct, stating PLEASE ADVISE, warrants no response from them.?! I was hoping that when I first contacted the company to complain that the product was incorrect, that I would get a reply something like: "It has come to our attention that you are not satisfied with the product you received. You mention that the perfume you ordered is chocolate-y, vanilla and what you received is flowery. I will look into our recipe for the perfume you ordered in our database to determine if our recipe is wrong or if there was a mixup in production. I will get back to you as soon as I can. I apologize for the confusion and will do everything I can to get you the correct reproduction."

Instead I got a non-caring, no mention of incorrect product or mixup in orer email that I
I was told that I could return the product for a refund, but that I needed to include a printout of all of the emails... or just put my name and contact info in with the package. (Because there is no invoice to use for the return!)

Since scentmachers up until this point has shown no sort of business sense, I went down to my local FedEx office, paid to print all of the emails, included my handwritten note that stated, "please refund my credit card" and sent it off to Reed City. I sent it via usps on 3/23 and have heard nothing.

I have plenty other things going on in my life than to keep tabs on $59 refund on a daily basis. However, I am sure I'm going to be mad at myself because I didnt get a tracking number. I just checked my credit card statement on 4/23 and... no refunds! Im not really shocked. I pretty much expected it.

So, I looked them up on BBB. They have a F rating. Of course.
I emailed customer service on 4/23 that it has been over a month since I mailed the package and I should have been refunded my money by now. If I don't have the refund by Monday, I will be reporting them to BBB and the Ripoff Report.

What do you know... they have no record of receiving my return!
I refuse to spend another dime PROVING to them that I sent it. I provided them with the date and amount I paid FedEx to print the emails (in leui of an invoicr wich they do not include) and the date and the amount I spent when I sent the package via USPS.

Then I started searching on the web more. I am horrified at the responses Adam has posted! I found two separate websites where Adam released private, personal information about his customers. I hope that the mere fact of Adam publishing private info is enough to do something. It is a direct violation of their privacy policy. It is shameful and so tacky.

As as customer who followed protocol, I think I should get the refund... I HIGHLY doubt it will happen.

I received a condescending email from Jennifer that said that when they either: 1. Have my package or, 2. I can provide documentation that I sent the return back, they will process a full refund. She went on to add that I should understand that is a reasonable request.

Sure. I do think that is reasonable for a reasonable reputeable company. But from a company that has a reputation of losing packages, not producing what it claims it can produce, having horribly ridiculous customer service and having customers jump through hoops to get a rrfund... no I don't think it is reasonable. Not when everything is factored in.

After dealing with this company, I have read through the posts several times on various boards. I find it interesting that the customers that are "satisfied" weren't actually happy with the product. They were relieved that they were given a refund. And I find it even more interesting that some were required to send the product back... continued to encounter grief on behalf of scentmatchers... then finally (months later usually) were refunded, yet others were told (mysteriously..."salsa") to not bother sending it back and was promptly refunded.

I also find it curious that if there really are 4000 bottles between the two sister companies, scentmatchers and scentcrafters, to satisfied customers annually, why is it that they can only provide one reference? One! I personally would love to know which one of the nine cops who own Cops & Doughnuts Clare City Bakery is a satisfied customer. I would follow up with a call to him/her. And hopefully the scent this satisfied cutomer ordered wasn't rose/jasmine water! We all know that scentmatchers can produce that!

I will still post my experience everywhere I can to warn others of my experience. I gave a very detailed account here so that you can see the problems with this scam of a company. I know that Adam knows who this post is from, because I told him to expect my post today. If he violates his privacy policy by posting any of my personal information on here, I will take all of the necessary legal action.

I will also post any updates I have from my dealings with this company. Buyer beware!