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Drift Goods, one of the home fragrance brands, is facing backlash from customers who complained about unauthorized charges and product performance not meeting their expectations. The negativity could be noticed in the comments section of a promotional post where the brand’s Strawberry Shortcake fragrance content was overshadowed by the criticism.
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Not so long ago, the brand’s official account posted about the new apartment being set up with the Strawberry Shortcake diffuser and the upcoming visit of a best friend. The video showed the creator putting up the diffuser and calling the scent ‘nostalgic’ and ‘dangerously delectable.’ The intention was to create a ‘charming city sanctuary’ but the conversation turned from pleasant scents to bitter experiences in no time.
Commenters started to tell their problems in the comments section of the post and these complaints gave the impression of very serious operational difficulties. One customer ascribed his lengthy order to two weeks with no inquiries being responded to. Another supported him by saying that customer service was ‘extremely subpar.’ The official account of the brand replied to one complaint apologizing and asking for a direct message to be sent in order to solve the problem. However, the original commenter later stated that they had sent several messages but had not received any satisfactory solution.
The complaints were piling up steadily. One long comment accused the company of ‘shady business’. The writer described how a newly purchased air freshener in a car hatte lost its scent within a week. The main point of contention was automatic subscription renewal. The guy alleged he was charged every month without his approval, and when he emailed to cancel the order which was auto-filled, the company only got back to him after the items were sent back.
The most elaborate complaint came from a user who asserted that he/she had canceled the subscription in September but still got charged in December owing to a ‘billing system failure.’ This was the unauthorized charge that was said to have caused an overdraft fee. The customer stated that Drift acknowledged the cancellation error but not only refused to refund the bank fee but also kept the refund hostage until the return of the unreceived items. At the end of the comment, the user warned others that this is not an isolated case but a persistent problem of ‘billing accountability’ failure.
Among the complaints were a few comments on the scent that said, ‘Awwwe it sounds delicious,’ and those barely got noticed. Because the company tried to engage its customers by introducing a different scent, ‘Frosted Spruce,’ it did not resolve the issue of mounting criticisms.
The whole saga shows a stark contrast between the consumers’ view of the Drift Goods brand and the experiences shared by the customers. It’s no easy task for a company like Drift to be accused of putting their customers under financial stress and providing unresponsive service. The complaints are not just loud, but they are also very detailed indicating that the company is not dealing with single-case incidents.
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Drift Goods has only publicly responded to one of the negative comments the company received on social media. The general issues the customers enumerated regarding subscriptions, billing mistakes, and customer service are still kept privately and not in the public eye. The brand’s next moves will be crucial as to whether it can restore trust among consumers or if the scent of its business troubles will linger longer than that of its Strawberry Shortcake fragrance.
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