Scentiments1 ThumbThis online discount and brand-name fragrance company stays at the top of its customers’ minds by continuing to improve their online experience. This online discount and brand-name fragrance company stays at the top of its customers’ minds by continuing to improve their online experience. In the old days, people traveled to the mall to find their favorite fragrance. And although people still visit the fragrance counters of major department stores, they’re making their purchases elsewhere. According to President Howard Wyner, many of those people are purchasing on his site. 

“We see a lot of companies boasting huge loses and double-digit declines, but for the month of March, we actually had a 17% increase in our sales,” he said. “Customers are savvy enough that they’re going to go to the mall, finding their favorite product, and then searching online to see if they can find it for less.” is an evolution of a family owned business that began in South Florida as a brick and mortar store. The first generation of the family created the perfume stores, but the second generation, spearheaded by Wyner, realized the company wasn’t meeting all of the needs of its seasonal customer base. 

“Many people traveled from the Midwest and the Northeast to visit our stores in the mall,” said Wyner. “They started to tell us they wished we would expand because they couldn’t find anyone with prices like ours.”

Scentiments began by sending catalogs in the mail, developing a toll-free number, and eventually managing a significant mail-order business. In 1996, the Internet started to take off, and the family saw yet another opportunity. From the start of, the focus has been on offering low prices and, more importantly, keeping the same level of customer service and attention to detail as in the company’s retail locations. 

“We’re an Internet business, but we call our customers and check up on them when there are issues,” said Wyner. “We’re not just completely e-commerce.”

Perfectly positioned

As the Internet boomed, found itself perfectly positioned to service its current and potential customer bases. The conclusion of the site’s first sale brought with it a celebration, but over time, the real surprise came from the amount of business done online versus in the retail locations. 

“Back in the day, we did 95% of our business through our stores and thought the Internet would be a nice hobby,” said Wyner. “It’s now reversed; the Internet is our main business.”

Over the years, as Internet-based companies continued to distance themselves from their customers by removing customer service numbers and replacing them with forms to fill out and submit, remained true to its original vision of staying close in contact. 

The company’s approach to keeping it personal is simple. E-mail is great for the initial customer contact, but discussing an issue back and forth over e-mail is tedious and removes the emotional connection from the interaction. “When there’s a customer reporting that his or her package is two days late, our employees will call that person and let s/he know we’re tracking it and keeping an eye on the issue,” said Wyner. “That added correspondence could make the difference in a customer’s desire to come back.”

Although 99% of’s customers hit purchase, a product goes out, and it’s received in five to seven days, it’s that 1% that has the potential to hurt the business. “They’re the ones who voice their issues louder than the others, and we’re cognizant of that,” Wyner continued. “We make sure we do everything possible to keep our customers satisfied.”

Keeping up

As its customers grew more comfortable with Internet shopping, made it a point to keep up with their changing demands. One way it’s done this is to eliminate the number of clicks it takes to go from add to bag. 

“The number of clicks it takes to get to the product has to be minimal,” said Wyner. “It’s like the old commercial of how many licks does it take to get to the center of a Tootsie Pop. We use the same premise here.”

A customer looking for Dolce & Gabbana, for example, need only click three times before finding the product and one more to check out. Anything beyond four clicks, said Wyner, and customers get frustrated and move on. “Keeping it easy and minimal is key,” he said.

Almost a year ago, added a reviews section to its site for customer feedback on products. So far, nearly 100,000 reviews have been left by customers. The company also hired MyBuys to generate recommendations for customers looking for new products that might fit their tastes. By being able to analyze the behavioral aspects of shoppers, which brands they looked at, and how they found the product they want, can recommend another product that might also fit their needs.

“We’ve also revamped our search bar,” said Wyner. “We make sure there is no way customers can’t find a product unless we simply don’t have it.”

With enhancements such as these, as well as the development of partnerships with outside companies, to improve customer satisfaction when visiting its site, it’s no wonder was listed as one of the Hot 100 Retail Web sites by Internet Retailer. But Wyner doesn’t take the credit.

“I might get quoted in a magazine, but it’s our staff members and their hard work and dedication to making sure we’re a success that have brought us this far,” he said. “We make sure we’re available for our customers, and we’re always finding ways to make sure we’re top of mind with them as their destination for fragrances.”

Solution Providers
Solution Providers


  • MURRIETA, Calif., April 19, 2018 (GLOBE NEWSWIRE) -- Brookfield Residential continues its legacy of creating the best places to call home with Agave, a fresh collection of magnificent single-family homes coming this Spring to Spencer’s Crossing in Murrieta. Thoughtfully crafted in both single-level and two-story designs, the neighborhood offers a range of floorplans with large, open living areas, modern amenities, and innovative spaces that are ideal for growing families. Interiors span from approximately 2,818 to 3,453 square feet with four to five bedrooms, including luxurious master suites; two to three baths; gourmet kitchens for easy meal prep; flex spaces and bonus rooms to use as play areas or home offices; and two- to three bay garages, plus mud rooms for storage. Included outdoor rooms and private yards are an added luxury at every home, as well as Connected Home Technology, which offers homeowners convenient control of front door locks, lights, thermostats and more right from their smart phone or tablet. Prices for Agave homes are anticipated to start from the mid $400,000’s.

  • HOUSTON, April 19, 2018 (GLOBE NEWSWIRE) -- Sanchez Energy Corporation (NYSE:SN) (“Sanchez Energy” or the “Company”) today announced operating results for the first quarter 2018.  Highlights include:

  • Washington, D.C., April 19, 2018 (GLOBE NEWSWIRE) -- Senate Minority Leader Chuck Schumer announced today that he will soon be introducing legislation that would remove marijuana from the list of federally controlled substances so that states could adopt their own cannabis programs.

    “We agree with Senator Schumer that this legislation is long overdue and commend his leadership as the Senate’s top Democrat to finally modernize our nation’s marijuana policies. Removing cannabis from the federal Controlled Substances Act will allow states to continue to successfully regulate cannabis, undermine criminal markets, create new economic opportunities, and will pave the way to much-needed research into the therapeutic potential of cannabis,” National Cannabis Industry Association (NCIA) Executive Director, Aaron Smith, stated in response to the announcement.

    “We look forward to working with Sen. Schumer and his colleagues in Congress to advance federal legislation that will allow our industry to reach its full potential as one of America’s fastest growing business sectors,” Smith added.

    Twenty-nine states and the District of Columbia have legalized the medical use of cannabis and nine states and D.C. permit the use of cannabis by adults over 21. An impressive 64 percent of Americans believe that cannabis should be made legal, while a national poll conducted in January found that 70 percent of Americans oppose federal interference in state marijuana laws.

    As the nation’s largest cannabis trade association, NCIA represents over 1,500 businesses serving the legal cannabis industry. Hundreds of NCIA members will descend on Washington, D.C. May 21-23 for NCIA’s 8th Annual Cannabis Industry Lobby Days to educate lawmakers on the social and economic benefits of regulating cannabis and to share the challenges they face due to the conflict between state and federal laws.

  • LIVERMORE, Calif., April 19, 2018 (GLOBE NEWSWIRE) -- FormFactor, Inc. (Nasdaq:FORM) will report financial results for its 2018 fiscal first quarter on Wednesday, May 2, 2018, at 1:30 p.m. Pacific Time. The public is invited to listen to a live webcast of FormFactor's conference call on the Investors section of the company's web site at  A telephone replay of the conference call will be available approximately two hours after the conclusion of the call. The telephone replay will be available through May 4, 2018, 7:30 p.m. Pacific Time, and can be accessed by dialing (855) 859-2056 (domestic) or (404) 537-3406 (international) and entering confirmation code 6187246. Additionally, the replay will be available on the Investors section of our website,

Contact Us

Retail Merchandiser Magazine
150 N. Michigan Ave., Suite 900
Chicago, IL 60601


Click here for a full list of contacts.

Latest Edition

Spread The Love

Back To Top