Dolly F.’s Reviews of Scent Matchers & more

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“I ordered a scent from scent matches in December and...”

2/5/14

I ordered a scent from scent matches in December and upon receipt was unsatisfied with the scent. I returned the product to the company immediately and followed up with an email to ensure delivery. Jennifer, "customer service manager" (a title they use quite lightly) stated she had processed my refund in early January. I explained that the debit card that I had used for the purchase had been canceled, and she assured me it would not be a problem. One month later I still have not received these funds. Upon contacting Jennifer again about this refund I received a scathing email stating she had "no idea why I continued to contact their company about this issue and that the company should not have to pay her to keep repeating herself to me." At this point I will be contacting my banking institution for some resolution. Jennifer needs some serious training in her customer service skills but regardless this is a company who appears to have less than stellar business ethics... steer clear!

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Susan J. – Scent Matchers Rep Over a year old

Hello,

In this case we processed your refund and then notified you we processed your refund. You e-mailed us again shortly after to ask where your refund was. We responded that we had already processed it and sent you a copy of the e-mail we sent notifying you of the refund as well as the receipt from our credit card processor. You e-mailed us again a couple days later. We again told you we had processed it and if you had questions or for some reason could not find your refund to contact your bank so they could find it for you. Finally after 11 e-mails, yes, I did inform you that I couldn't spend my time continually replying to your e-mails to provide the exact same answer. I apologize, but we are very busy and in fairness to our other customers we can only answer the same question with the same answer so many times. Eventually it is time to move on if you aren't listening to our answers.

Best Regards,

Jennifer Monroe
Customer Service Manager
Scentmatchers.com