Cardinal Scents : a warning and PSA
Hey all, writing this on behalf of a dear friend who doesn’t have the energy to relay all of this while it’s still fresh, but who has given her blessing for me to spread the word.
She placed a $200+ order from the new scent launch. (Personal aside, I didn’t like how they handled the inaccurate TAT’s for the launch in general, especially the most recent “reply all” e-mail…) On July 27th, she received her package and saw that it was missing two 15mls from her order, so $72 of product.
She emailed Haley, who responded promptly and said they would send out the missing product that day, promising a tracking number sent by the next day. However, my friend then heard nothing so reached back out the next day when no tracking was received. Heard nothing. She reached back out again on Aug 7 asking for an update and again, heard nothing.
So, the night of Aug 10 she filed a chargeback (for $36, part of the order was done on a debit card so she only filed a chargeback for what was purchased on credit) with her bank. Promptly on Aug 11, she was contacted by Haley with the attached email which is passive aggressive enough, to which my friend responded with her reasoning for filing a chargeback rather than asking for a refund. She then received the last email pictured which was, in my opinion, a really disgusting way for a business owner to speak to a customer, for a number of reasons. She then emailed to lastly just clarify and ask if she was getting the missing 15mls or not, to which Haley said yes, they were being sent out, and ended with :
“I’m sorry you had a poor experience.” No accountability on the multiple mistakes or inability to communicate on Cardinal Scents end.
She had attempted to cancel her previous chargeback due to the products now being sent, but the bank had already decided in her favor, so Haley was notified of this. She then sent a final email calling my friend “a liar and thief” which is absolutely vile.
So, I will not be purchasing from this house any longer as a result. Not trying to influence or argue with anyone here, just sharing information I know I’d want to know as a consumer.
EDIT - I have added a video in the comments showing my friend’s emails to Cardinal Scents for full transparency on the situation.