BEWARE! I was on the 3 item plan for July. Since after July I decided to change to 2. I was already charged the $35 + each of my 3 items had a $5 upcharge fee. So I had paid $50. There is a glitch on their site where I couldn't manually downgrade, plus I had a $10 credit that was not applied to my July purchase. So of course because they don't have a customer service number I emailed them. They downgraded not just August, but July. They then charged me an additional $10 on my credit car. The customer service agent Daria assured me I'd still get the 3 item I had purchased. Said to for the inconvenience she'd add $10 to my credit. She then told me it was a glitch they'd fix for July to reflect the 3 items I had previously in my que. I check 2 days ago and they had change 2 of my items to nasty perfumes that didn't have an upcharge and I had NEVER had in my que ever! Not only that. But they charge me an additional $10 the same day, make the total charges $70. I then received an email saying they were refunding only 10.16 because I was charged for shipping & that from now on mine would be free shipping... on the website it states there's never shipping on the sub. Then they said I'd pay half next month instead of my $10 credit. They wiped out my entire $20 credit for me to only save 12.25 Even the senior customer service agent Bobby refused to make it right. I've literally been dealing with this nightmare for almost 2 weeks with no resolution. My emails have since been ignored. I told them to cancel July and give me a full refund since I didn't even choose 2 of the items. Which they refused to do because it's being "prepped", they could either call their shipping department and cancel it or cancel the label. It's not that difficult. I'll be contacting my credit card company tomorrow. This company has the worst customer service I have ever come across.
Hi Jen, on behalf of the team, we would like to apologize for the unpleasant experience you had with us. This is absolutely not the experience we wanted you to have and we also hope that all of your concerns are already resolved. At this time, we can positively say that we have improved our communication process as we now have dedicated teams to each of our support channels (email support and social media). During the last few months, we also restructured our over-all communication process and added a quality assurance manager to our team to make sure that all customers are responded justly and promptly. That said, if you ever have any questions, concerns or feedback, please email us at socialsupport@scentbird.com and our team will be with you shortly. Thanks for bearing with us!