I placed an order online, and paid at the time of purchase, with SCENTMATCHERS.com to reproduce the discontinued scent Love's Musky Jasmine which they claimed confidently they could reproduce accurately.
Their website lists orders as shipping within 3 weeks of order placement so after about three and a half weeks of placing the order I emailed Scentmatchers to ask when I could expect my recreated perfume and was given a vague answer that some perfumes were more difficult to reproduce and to check back in a week. I emailed again approximately 10 days later and was told the perfume would ship the next week. It was an additional 2 weeks before I got a shipping notice in my email that my perfume had shipped.
I received the perfume a week later, at this point it was approximately 8 weeks since I had originally placed and paid for the order. (I myself work in a custom business and I am empathetic to custom orders as they can take longer than anticipated so I wasn't too alarmed by the delay). It is interesting to note here that absolutely no paperwork was sent with the perfume, not a receipt, absolutely nothing.
Once I received the perfume I was immediately disappointed as it was a generic Jasmine scent, but thought perhaps my memory was weak so I waited until I met with a friend who had also used the scent and she agreed that it did not represent the original Love's Musky Jasmine in any capacity. At this point I had the bottle for approximately 3 weeks and according to the SCENTMATCHERS website I understood that I had 30 days to return the product if I was dissatisfied for any reason.
I then contacted Lance Masters at [email protected] to let him know I was unhappy and would be returning the perfume and to please credit my form of payment for the $59.99 as I did not expect to be credited for the shipping charges. I was told simply that I was outside of the 30 day return period. I then responded that I had only had the perfume in my possession for 3 weeks and that it would be back to him within the 30 day period. He then replied I can only return within 30 days of placing the order. I told him this was laughable as the perfume had not even been created within 30 days of the order being placed and the very term "RETURN" implies that I had received something, as you cannot return what you have not received.
I repeatedly asked for the name of the owner of the business, although I suspect it is Lance himself and got no reply. At that point he ceased to communicate with me. I now believe that this is his scam and not a scent recreation business what-so-ever. Taking orders, waiting until the 30 day period is over, then sending a generic scent in a seemingly customized bottle and refusing returns based on some erroneous return policy.
I will say that had Lance been apologetic in any way for my disappointment and made some effort to rectify the situation I most likely would have been fine with a credit or some sort of compromise, but he offered and suggested nothing which has led me to believe that he never intended to recreate anything.
Unfortunately my only recourse is to take whatever measure I can to let others know that SCENTMATCHERS is a SCAM and makes fraudulent claims that it has no intention of following through on.
DO NOT place an order with SCENTMATCHERS.com!
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