Paul C.

I purchased a few products during Escents' Black-Friday sale in November 2018. In December I received an email from Customer Service informing me that one of the products was out of stock and would not be available until January so the item was being removed from my order and a refund would be made to my credit card. After 2 weeks I hadn't received the refund so I emailed Customer Service to inquire about it and also to communicate that it would have been nice if I was initially given the option of a refund or keeping the product on my order and waiting for it to come in. I indicated that I would still like the back-ordered product as long as I didn't have to pay the shipping fee. I was pleasantly surprised that Customer Service communicated that the refund was processed and because of the inconvenience they would send the back-ordered product at no-charge once it was back in stock. By mid-February 2019 the product had not arrived and there had been no communication from Escents so I sent an email to Customer Service to inquire if the product had been shipped and to let them know I had not received it. I received no reply. I have since sent 2 more emails, left a phone message with Customer Service and even left a phone message with Human Resources - because who do you contact at Escents when Customer Service doesn't respond and no one answers a phone live? So what was at first a kind gesture has turned into a very disappointing experience and one that has influenced my decision to not purchase from Escents again. I have since read some of the reviews of Escents on GlassDoor and my experience with them now makes even more sense.