ScentMatchers
Reviews and Complaints

This company is a scam. They offer custom-blended fragrances to match any scent you can name. After-the-fact research suggests that matching a fragrance from a sample is more along the lines of chemistry, requiring thousands of dollars worth of equipment and time, and therefore not something easily delivered at a $79 price tag. Wish I had seen this in advance...

Based on my experience and what I have seen posted online, your transaction with them will go something like this:

You place your order, naming your fragrance. They do not request a sample of a rare or discontinued fragrance. You do not recieve an item in the mail and follow up; after several weeks of stalling, you recieve a perfume bottle in the mail, filled with a fragrance that's not even close to what you requested. You then ask for a refund or a replacement. Sometimes they will tell you you're past the 30-day window for money back guarantee (even if the item didn't even ship for 45 days); sometimes they agree to retry, requesting "a few drops" of a sample. That's what happened with me. I sent them a "tester" size of the perfume I wanted matched (which by the way isn't made any more so that tester was about a third of what I still have) at my own expense, returning their first attempt. Then email silence for about 4 weeks; they would not even acknowledge reciept of the return. Only after threatening them with reversing the credit card charge would they acknowledge they were "still working on it." Several weeks and several unreplied emails later, I asked the credit card company to open an investigation, which is when I started getting some pretty unfriendly emails from Scentmatchers.

There's a good chance, if you do business with this company, that you'll end up having your credit card company reverse the charges.

Couldn't find a fragrance that my daughter loved. Had no idea what it was. It was an unmarked bottle. Found this company that claims it can reproduce a fragrance 99% of the time. Was excited. They told me via email to mail the bottle with $66. And they will even put a design and name it whatever you want because fragrances cannot be copywrited. They cashed my ck jan 11, 2010. I started doubting what i did. Looked them up on bbb. I knew i was beat. They had so many complaints. I chased them via email (They dont answer phones or return you phone calls) finally got an apology that fragrance will be mail by march 15, 2010. I got it march 24th. It was a plain bottle with no name or logo and had a urine/floral-powdery scent and arrived with no packing slip, order form...Nothing. I email my dissatisfaction on march 24, 2010. They didn't reply. I emailed again april 11. They appologized again and said mail it back. I sent it delivery confirmation. The post office said it was delivered on april 19th. Email again may 12th. No reply. Emailed again may 20 and offered the tracking #. This time they responded. I was told that they did not need the tracking#, it was an oversight on their part, they are sorry, and would process the refund immed. Never got it. Emailed again july 8. No answer. Emailed again aug. 18. No answer. Now they are claiming they want a tracking number. The post office only leaves it available for 60 days and then archives it. After a total of 180 days its practically impossible to resurrect it. Now they are giving a run around, saying its to old to claim a refund and i will need to prove the return with a tracking #. I did give it to them but its useless. They ignore you until they know its to late to prove the return by tracking. I reported it to bbb but they are really useless. I just want everyone to know they dont deliver and dont stand by their guarantee.

They have committed out and out fraud. They claim to be able to match perfumes and they have no ability to do this service they are advertising. They need to be held accountable somehow. They use the mail to send their products months late and then claim a return policy of 30 days from purchase. They process the payment immediately and send the product which is totally bad 2 months later, insuring that you are past the 30 days. What can be done? They have not matched anything as far as I can tell. They need to be shut down now before they suck in anyone else. Google has them listed all over as credible. Google knew about them and left the imformation standing, are they liable too? Please contact me about this situation. I am serious. Jenne Maag

I ordered "An Expert Scentmatch in a 3.4 ounce Italian Glass Bottle" in Dec. 2009. I received it in January and it had no smell - not didn't smell like the scent I wanted - it didn't have any scent at all. I returned it with proof of delivery on 2/3/10. I called, and emailed several times looking for my refund. Initially they were polite and asked for proof of the return shipment which I gave them. After that they never responded to my requests for a refund. I had waited too long and was unable to get any help from my credit card company. This company is a scam and should be shut down.

Just received shipment #[protected], from ScentMatchers for "Bene Cologne by Ben Rickerts, this date
10/13/10, I still have an ole bottle of the original colonge. What was sent to me does not even come close to the original scent, have called ScentMatchers toll free number and left message for information on returning this product that I'm not happy with. When I placed the order...ScentMatchers stated that they could match it...What I received it not the same. Looking for someone to contact me on this complaint...Jerry England

I filed a complaint with the Better Businss Bureau. I'm from Michigan so I tought it would be a reputable company. Silly me. Complaint on file is below.
Jan. 7, 2010: Ordered perfume on-line at www.Scentmatchers.com
Jan. 17, 2010: e-mailed Scentmatchers regarding the status of my order.
Jan. 17, 2010: Scentmatchers reminded me of their policy, "ScentMatchers policy states: How long does it take? Typically one to three weeks." and advised me to check back the following week.
Feb. 18, 2010: e-mailed Scentmatchers regarding the status of my order.
Feb. 18, 2010: Scentmatchers e-mailed back and told me it would ship out the week of February 22nd.
Mar. 3, 2010: Nearly two months after placing my order on the internet, product was received but did not meet my satisfaction. (Again, policy states delivery in 1-3 weeks.)
Mar. 4, 2010: Shipped product back to e-mailed Scentmatchers regarding the product returning.
Mar. 4, 2010: Scentmatchers apologized and wrote, "we'll give you a full refund."
March, 8, 2010: Product received at Scentmatchers facility.
April 15, 2010: e-mailed Scentmatchers regarding status of my credit/refund.
April 15, 2010: Scentmatchers asked for proof of delivery.
April 16, 2010: e-mailed proof of delivery of returned product. (returned product was delivered to Scentmatchers on Mar. 8, 2010 at this point, they had had the returned product at their facility for over five weeks with not a word regarding my refund)
April 16, 2010: Per Scentmatchers, my refund was processed and I was informed that it would take "between three and seven business days for the credit to appear".
Today May 27, 2010. It has been over 11 weeks since the returned product was delivered and I have not received my credit of $66.98.

I ordered a perfume from Scentmatchers and it took about 6 weeks for them to "create" awful stinky smelly water they called perfume.I sent that back the same day I recived it. Then I sent an e-mail with a tracking number, and got a response that I had to notify the company before sending the package. Well, they said that refund will take 3 to 5 business days.Guess what? No refund, they do not respond to my e-mails.Last e-mail I recived from Jennifer Monroe on May 22. Yeah what's today? June 10! Was it 5 business days already?

Ordered the scent woods by abercrombie and fitch. Was told they had it on their list. Ordered it for a family member's birthday. It came in, but after use it smelled nothing like woods nad it has virtually zero lasting effect. Everyone in the family felt that it wasn't even the correct scent, that we must have received something in error.

Emailed the company about 3 or 4 times before finally getting a response. Was told that it had been over 30 days so no refund or credit. I even offered to send it back that we all felt that we had received the incorrect item, again with no response.

If the scent was close or had some legitimate lingering affect, we would live with it and chaulk it up as "worth a try".

I am not a complainer but this is so far off that I would suggest you investigate as much as possible before you use the company.

Mark

I am doing you a favor by telling you STAY AWAY from this company. I wish I had checked out complaints first rather than after the fact.

The "testimonial" on their own website about them duplicating the fragrance of exhaust should have been enough warning for me. That's what my "matched" fragrance smelled like. Nothing at all like the fragrance I was going for, the fragrance they had in their library, the fragrance I didn't need to send a sample for. I am out $76.97, because silly me I ordered the lotion too.

I let them know by email it was the wrong scent and received an answer I could return the fragrance for a refund or another try to get the fragrance I wanted. I chose for them to attempt to do it over. SILLY ME, I thought it was just a mistake between two fragrances with similar names. I should have gone for the refund.

I asked for an update within the 30 days return period and did not receive an answer. It was during the holidays so I thought I would give them a break and wait until after Christmas. Another email inquiry resulted in their not being able to find my return or sample.

And guess what? I'm now out of the 30 day window and they are refusing to do anything for me. It took 6 weeks to get the wrong fragrance, I wasn't concerned about the replacement fragrance until it was too late. I thought it was a small company, with nice helpful people. They would not leave me high and dry and out $76.97. I was wrong, at the end the customer "service" manager Rick was nasty and hostile.

I started thinking logically about the reasons for treating customers this way, there was no logic in it but then it occurred to me. Take peoples money, send them "something" in a bottle after six weeks time and make it nearly impossible for them to return it, Scentmatchers will win every time. They got my money, don't let them get yours.

I am sorry to join the growing mass of consumers who, in good faith, have placed orders with the Limited Liability Company known as Scentmatchers. This business, located in Reed City, Michigan and Cadillac, Michigan, also operates under several other names it considers 'sister' companies. If you read even one of the complaints filed about this fraudulant outfit, you have essentially read them all, as virtually all complaints say the same thing. This being that we've ordered the product; had it charged to our credit card immediately; heard nor rec'd anything until we inquired about our order; were reassured that the order was being filled, would ship shortly, was a difficult match; and generally stalled until the rediculous 30 day return limit was over; sent a defective product; and disallowed any refund. My order wasn't even shipped for almost 6 wks, after I placed it, during which time I repeatedly inquired about it. When the fragrance arrived and bore no resemblance to the scent I asked for, I wrote the company rep and expressed my disappointment, enclosing the note with the full contents of product in the original shipping box and returned it to the distributor's address and asked the company to credit my account. I heard nothing for several more weeks and when I again contacted them, I was given several excuses why they couldn't honor my request for a refund---- such as: We didn't receive the return: We gave you no authorization to return product; You didn't notify us that you were returning the product; yada-yada-yada. I obviously could not return by the 30 day limit an item that did not arrive for 6 weeks! Nowhere in the return policy does it state that one needs to notify the company of an impending return and nowhere does the company stipulate that they must authorize permission to return the item. Now, then, I have ALL correspondence between this company and myself, including the accusation from the company spokesperson that I was 'trying to take advantage of them' and the threat that if I informed my credit card company, Scentmatchers would then send this chargeback to a collection agency and ruin my credit for seven years. I know, too that the package was returned and delivered because I have all the documentation from USPS proving this fact. Incidentally---my husband and I were in Reed City, Michigan and drove to the Fribourg Dr. address thinking maybe we could speak with someone at the plant or such to resolve my problem and found that this address was that of a private home with some other name--not Scentmatchers--on the mailbox! Odd, don't you think?

At any rate, the outfit that claims to be a reputable business concern for many years and purports to have a vast number of happy lady customers is just plain dishonest and, in my book, predatory! They have my money and the faulty product---that is just WRONG! They have victimized me and many others with their crooked and misleading sales practices.

I feel it my duty to inform as many trusting consumers about my experience and warn them away from such unscrupulous con artists as Scentmatchers LLC. Don't be duped by Scentmatchers---aka Scentcrafters, and Scentnaturals . The outfit is slick, shady, and un-ethical! Stear clear!

I ordered perform on April 4, 2009. They charged my credit card on April 5, 2009. Never received the item until May 12, 2009. The perfume was horrible nothing like the original. Send it back on May 19, 2009. Was told by company they would refuse the package and no refund because it was not within 30 days of purchase. Of course I did not get the item until after the 30 days in which they stated they matched this perfume in the past so why so long. Now they stated that it will be refused because I did not call and get an authorization number. I received no paperwork with the perfume and no where does it mention on their website that I needed authorization. DO NOT ORDER FORM THEM. PERFUME IS HORRIBLE. CUSTOMER SERVICE IS HORRIBLE.

The Company Scentcrafters is a scam. Also known as "Scentmatchers LLC" but this company is looking more & more like a fake every day. As it turns out there's a whole web out there making complaints of being ripped off & filing legal action against them. I found this because my wife is 1 of the more recent victims of the company & we're trying to find out any info on the company to try to sort this out or help others who are filing claims.

They seem to have the exact same excuses for each customer who gets ripped off. They collect the money & tell you its been shipped. After a long wait & customers ask where the product is, they claim the customers have given the wrong shipping info yet cannot provide a valid shipping confirmation #. If they do provide a shipping or tracking number, when you check with the company they claimed to have used has no record at all. If you give it to them again, they email you a copy of their return policy which basically says your getting nothing. If you email again they accuse you of being mentally ill and or insult you with profanity. Many people paid for a match & have received bottles of over the counter cheap perfumes that smelled nothing like the order they placed. My wife was excited because they claimed they could match a scent no longer produced & it means allot to us being its the perfume that she wore the 1rst time we met & it stole my breath away. now she's out of the money & the sample of the very tiny amount she had left as they told her they'd use that little sample to duplicate it. Heartbreaking & in this economy we cannot afford this & we've been taken.
I would like to know if you have nay info on this company other then what's listed on both their websites (which are identical mirrors of each other) and if there is anything you might able to do to help. I hope this helps.