Scento Anmeldelser 129

Svar fra Scento

For 13 timer siden

Sehr geehrter Nicolas,

Vielen Dank, dass Sie sich die Zeit genommen haben, Ihre Erfahrung so ausführlich zu schildern. Wir nehmen Ihre Kritik sehr ernst und möchten auf jeden Punkt eingehen.

Zum undichten Flakon: Das ist nicht akzeptabel, und wir entschuldigen uns aufrichtig dafür. Obwohl wir jeden Decant vor dem Versand prüfen, können Transportschäden leider vereinzelt auftreten. Wir hätten Ihnen umgehend kostenlosen Ersatz zusenden müssen — und genau das möchten wir nachholen.

Zu Ihren unbeantworteten Emails: Vier Nachrichten ohne Antwort ist ein schwerwiegendes Versagen unsererseits, für das es keine Entschuldigung gibt. Wir untersuchen derzeit, warum Ihre Anfragen nicht bearbeitet wurden. Es ist möglich, dass unsere Antworten in Ihrem Spam- oder Promotions-Ordner gelandet sind — wir bitten Sie, dies zu überprüfen. Unabhängig davon übernehmen wir die volle Verantwortung für diese Kommunikationslücke.

Zur Kündigung: Die Verwaltung Ihres Abonnements — einschließlich Kündigung und Pausierung — ist mittlerweile direkt in Ihren Kontoeinstellungen verfügbar, ohne dass eine Email erforderlich ist. Sie können Ihr Abonnement jederzeit selbstständig beenden. Ein Einschreiben ist nicht notwendig. Falls Ihr Abonnement noch nicht gekündigt wurde, kontaktieren Sie uns bitte unter support@scento.com — wir werden die Kündigung umgehend bestätigen und sicherstellen, dass keine weiteren Belastungen erfolgen.

Wir möchten diese Situation für Sie vollständig klären: Ersatz für den undichten Flakon, bestätigte Kündigung und Rückerstattung etwaiger ungewollter Abbuchungen. Bitte schreiben Sie uns an support@scento.com mit Ihrer Bestellnummer.

Mia
Customer Experience, Scento

Svar fra Scento

For 13 timer siden

Dear David,

We sincerely apologise for this experience. An order sitting unprocessed for four days without communication, followed by no response to your support inquiry, falls well below the standard we hold ourselves to.

It is likely that one or more fragrances in your order were in exceptionally high demand and required additional sourcing time. However, the failure to inform you proactively and to respond to your message is inexcusable.

We understand your decision to seek resolution through PayPal, and we are glad the refund was processed. We take full responsibility for the breakdown in communication and are investigating why your inquiry went unanswered.

If you ever wish to give Scento another chance, we would welcome the opportunity to deliver the experience you should have had from the start. Please do not hesitate to reach out to us directly at support@scento.com.

Aris
Quality Assurance, Scento Atelier

Svar fra Scento

For 2 dager siden

Dear Alexa,

Thank you for your feedback. We are sorry to hear the longevity did not meet your expectations.

There are several well-documented factors that influence how a fragrance performs from a decant. The first 5 to 8 sprays from any new atomiser clear residual traces from the tube and spray mechanism, which can temporarily diminish both the scent profile and its lasting power. Smaller atomiser heads also disperse fragrance differently than full-size spray heads, which can affect perceived projection and duration. Additionally, longevity is significantly influenced by skin chemistry, hydration levels, and ambient temperature — applying to well-moisturised skin and pulse points generally yields the best performance.

If you would like to share which fragrance you tried, we would be happy to look into it further. Please reach out to us at support@scento.com.

Warm regards,
Aris

Svar fra Scento

For 2 dager siden

Dear Eva,

Thank you for your kind words. We are delighted that our service has helped you explore and discover new fragrances — guiding our members through their scent discovery journey is at the heart of what we do at Scento.

We look forward to continuing your journey with us.

Warm regards,
Mia

Svar fra Scento

For 2 dager siden

Dear CLS,

Thank you for your review. You have identified precisely the purpose Scento was built to serve — the ability to experience a fragrance before committing to a full bottle. We are pleased that your first order delivered on that promise.

We look forward to welcoming you back for your next discovery.

Warm regards,
Aris

Svar fra Scento

For 2 dager siden

Dear Kacper,

We sincerely apologise for this experience. A two-week wait without updates or a response to your emails is not the standard we hold ourselves to.

It is likely that one or more fragrances in your order were in exceptionally high demand and required additional sourcing time. However, the lack of proactive communication on our part is inexcusable — you should have been informed of any delay immediately, not left waiting.

Regarding your emails: we are investigating why you did not receive a response. It is possible our replies were filtered to your spam or promotions folder, but regardless, we take full responsibility for the communication gap.

We would like to resolve this for you immediately. Please contact us at support@scento.com with your order number, and we will prioritise your case — whether that means expediting your shipment or processing a full refund, whichever you prefer.

Mia
Customer Experience, Scento

Svar fra Scento

For 2 dager siden

Gentile Daniele,

Ci scusiamo sinceramente per questa esperienza. Non aver ricevuto né la spedizione né una risposta alle sue email è inaccettabile, e comprendiamo pienamente la sua frustrazione.

È possibile che una o più fragranze del suo ordine fossero in forte richiesta e abbiano richiesto tempi aggiuntivi per l'approvvigionamento. Tuttavia, l'assenza di comunicazione da parte nostra non è giustificabile — avrebbe dovuto essere informato tempestivamente.

Per quanto riguarda le sue email: stiamo verificando il motivo per cui non ha ricevuto risposta. Le chiediamo di controllare la cartella spam o promozioni della sua casella di posta, anche se questo non giustifica la mancanza da parte nostra.

Desideriamo risolvere immediatamente la situazione. La preghiamo di contattarci a support@scento.com indicando il suo numero d'ordine SCN-606493, e daremo priorità assoluta alla sua richiesta — che si tratti di una spedizione urgente o di un rimborso completo.

Mia
Customer Experience, Scento

Svar fra Scento

For 2 dager siden

Sehr geehrte/r M. St.,

Vielen Dank für Ihr ehrliches Feedback. Es tut uns leid, dass Ihre Erfahrung nicht unseren Ansprüchen entsprochen hat.

Zur Versandzeit: Einige unserer Düfte sind außerordentlich gefragt und können zwischen Bestelleingang und Versandvorbereitung vergriffen sein, was zusätzliche Beschaffungszeit erfordert. Wir arbeiten kontinuierlich daran, unsere Bestandsgenauigkeit zu verbessern, um solche Verzögerungen zu minimieren.

Zur Verpackung: Jeder Decant wird in einem individuellen Samtbeutel geliefert und mit Schaumstoffschutz versendet. Sollte bei Ihrer Bestellung etwas anders gewesen sein, nehmen wir das sehr ernst und bitten Sie, uns unter support@scento.com zu kontaktieren, damit wir den Vorgang prüfen können. Bezüglich Produktinformationen nehmen wir Ihren Vorschlag auf — wir evaluieren derzeit Möglichkeiten, zusätzliche Informationen beizulegen.

Mit freundlichen Grüßen,
Aris

Svar fra Scento

For 2 dager siden

Dear Mohammed,

Thank you for your feedback, and we apologise for any confusion.

The atomiser travel case is included as a complimentary gift with the first subscription order. For one-time purchases, the order includes the decant vial itself. If the product imagery on our website created a different expectation, we sincerely apologise for the lack of clarity — we are reviewing our visuals to ensure they accurately represent what is included with each purchase type.

If you would like to discuss this further or if we can assist in any way, please reach out to us at support@scento.com with your order number.

Mia
Customer Experience, Scento

Svar fra Scento

For 2 dager siden

Dear Alwin,

Thank you for your detailed review. We are glad that the initial delivery concern was resolved promptly and that the overall experience — packaging, product quality, and support — met the standard we set for every order.

Responsive service is a core commitment at Scento, and we are pleased our team was able to assist you immediately. We look forward to welcoming you back.

Warm regards,
Aris

Svar fra Scento

For 2 dager siden

Dear Elena,

Thank you for your review. We are pleased that both the quality of your fragrances and the delivery speed met your expectations — this is the standard we strive to deliver with every order.

We look forward to your next discovery.

Warm regards,
Mia

Svar fra Scento

For 2 dager siden

Cher Jérôme,

Nous comprenons pleinement votre frustration et nous vous présentons nos sincères excuses pour cette expérience.

Un délai de plus de trois semaines sans livraison ni réponse à vos messages est inacceptable et ne reflète en aucun cas le niveau de service que nous nous engageons à offrir. Il est probable qu'une ou plusieurs fragrances de votre commande étaient en très forte demande, nécessitant un délai d'approvisionnement supplémentaire. Cependant, l'absence de communication de notre part est injustifiable — vous auriez dû être informé immédiatement.

Concernant vos emails : nous vérifions la raison pour laquelle vous n'avez pas reçu de réponse. Nous vous invitons à vérifier votre dossier spam ou promotions, bien que cela ne justifie pas notre manquement.

Nous souhaitons résoudre cette situation sans délai. Veuillez nous contacter à support@scento.com en indiquant votre numéro de commande SCN-604809, et nous donnerons la priorité absolue à votre dossier — qu'il s'agisse d'une expédition urgente ou d'un remboursement intégral.

Mia
Customer Experience, Scento

Svar fra Scento

For 2 dager siden

Lieber Elijah,

Vielen Dank für Ihre Bewertung. Es freut uns sehr, dass Sendungsverfolgung, Kommunikation und das Gesamterlebnis Ihren Erwartungen entsprochen haben — genau diesen Anspruch verfolgen wir bei jeder Bestellung.

Wir freuen uns auf Ihren nächsten Besuch.

Herzliche Grüße,
Aris

Svar fra Scento

For 2 dager siden

Dear Barbier,

Thank you for your review. We are delighted that the order arrived quickly, that our team was responsive to your questions, and that the travel case met your expectations — it is designed to be both practical and a reflection of the premium Scento experience.

We look forward to continuing your fragrance journey with us.

Warm regards,
Mia

Svar fra Scento

For 2 dager siden

Dear Irina,

Thank you for your continued trust in Scento. It is wonderful to hear that each order brings a new and distinct experience — this is precisely the discovery journey we are dedicated to providing.

Your loyalty means a great deal to us, and we look forward to many more discoveries together.

Warm regards,
Aris

Svar fra Scento

For 2 dager siden

Gentile Tommaso,

Grazie per la sua recensione. Siamo lieti che i profumi siano risultati autentici e che la spedizione, nonostante un ritardo logistico, sia stata gestita con la trasparenza che ogni nostro membro merita.

La comunicazione proattiva — informare tempestivamente in caso di imprevisti — è una priorità per noi, e siamo felici che questo aspetto sia stato apprezzato. Non vediamo l'ora di accoglierla nuovamente per la sua prossima scoperta olfattiva.

Cordiali saluti,
Mia

Svar fra Scento

For 2 dager siden

Dear Belhassen,

Thank you for your detailed feedback. We would like to address each of your concerns.

Regarding the delivery time: we acknowledge that 12 days exceeded our standard turnaround, and we apologise for the delay. It is likely that one or more fragrances in your order were in high demand, requiring additional sourcing time.

Regarding the complimentary sample: this was intended as a gesture of goodwill for the delay, not as a replacement. We regret that the selection did not match your preferences, and we will use this feedback to improve how we handle such gestures in the future.

Regarding the longevity of your fragrances: all our products are sourced exclusively from authorised European distributors with full batch traceability. There are several well-documented reasons a decant may perform differently from a full-size bottle. The first 5 to 8 sprays from any new atomiser clear residual traces from the tube and spray mechanism, which can temporarily diminish both the scent profile and its lasting power. We recommend spraying several times into the air before testing on skin. Smaller atomiser heads also disperse fragrance differently than full-size spray heads, affecting perceived projection and duration. Skin chemistry, hydration, and ambient temperature further influence longevity.

We would be happy to provide the batch-specific sourcing documentation for your order and to send you complimentary replacements so you can experience the fragrances after clearing the atomiser mechanism. Please contact us at support@scento.com with your order number.

Aris
Quality Assurance, Scento Atelier

Svar fra Scento

For 2 dager siden

Dear Christina,

Thank you for your review. Authenticity and reliable service are the foundation of the Scento experience, and we are pleased that both met your expectations.

We look forward to your next discovery.

Warm regards,
Mia