ComplaintsforAroma360, LLC

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Im apart of the subscription service i get my 2 products once a month this month I received the bootlegs both were leaking and i did not reliaze it till the next day the oil has now took the finish off my cabnet I notified them that i would like replacement products sent bc i could not use the ones they sent attached pictures of the products leaking they looked like the got damages in shipping. I was told i would hear back from them in 48 hours last Thursday but I get no response and they have t no phone number to call. Either refund me the money or replace what is damaged it should not be this hard to get an answer but thats what happens when you only allow people to email. I spent ****** My scents ran out over 2 weeks ago and they just ignore me. GO ELES WHERE they only care about taking your money order number a936089

  Business response

  04/23/2024

  Hello, we apologize for the delayed response to the client's concerns and the less than exceptional experience the client encountered. Our records show that she initially reached out to Aroma360 on April 10th and our **************** team did not address this matter in a timely manner.

  ********************** is a valued client of Aroma360. In addition to shipping the replacement bottles of scenting oil. An email was sent to her today with a $100 gift card code that she can use for the purchase of any Aroma360 products she would like to try.

  Thank you

  Customer response

  04/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On September 27, 2023 I placed an order from Aroma360 for a pro pod mini wireless diffuser & 3 scented oils for it. Order #A654328. My diffuser worked well for just over 4 months before it stopped diffusing & emitting a scent. I called customer service at that time and was told the warranty of 90 days had expired. While I paid $149.98 for the diffuser I have spent over $1000 on their products including a larger diffuser. The Penthouse diffuser costed $405. I have spent roughly $900 on oils, perfumes, laundry pods, room sprays and **** diffusers from both Hotel Collections and Aroma360 (sister companies). I placed another order for more oils today $254 for 2 bottles of oil. Immediately following my online order my phone rang & it was Aroma360 calling to talk me into doing a monthly subscriptions with them for another large diffuser. I explained to **** what had happened to my pro pod mini and that I was not comfortable locking myself into a 3 year contract for a subscription that I wasnt sure my units would last through. She then suggested that I call the tech support number to get a resolution to my broken diffuser. I called and spoke with *****. She tried troubleshooting numerous things to get my diffuser working again. Nothing helped as it still will not diffuse any scent. She also offered another unit at half price. I explained the same to her as I did to **** that I wasnt comfortable paying more money for a product that Im am not sure will last much longer. She then asked her boss what options she had to replace my unit. He said nothing, they would not replace my unit as it was out of warranty. 90 days is simply not long enough for the amount these items cost. I asked to speak with the manager which he refused. He suggested I email him which I did. I explained how I felt and asked to please find a resolution. His response was simply that they stand behind their products. I emailed him again asking what he will do to address my issue with no further response

  Business response

  04/17/2024

  Hello, we apologize that the client had a less than exceptional experience with our diffuser. Although her diffuser is 4 months past warranty, Aroma360 is going replace it at no charge. This morning the replacement order number A960848 was processed. The client will get an email alert for the order as well as one with shipment notification once the unit is shipped. Attached to this response is a prepaid return label, we ask that the client please send the non-working unit back using this label. Thank you

  Customer response

  04/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on 3/21/24 for home scent samples and a "Mystery Gift", the latter costing $15. I never received the "Gift". Contacting the company was like pulling teeth. They finally got back to me and said they were sending the missing "Gift", but this still has not arrived. My complaint here is less about the $15, although I do want a refund, and much more about this company's way of doing business -- conveniently being almost impossible to contact, promising to correct their error, but never doing that.

  Customer response

  04/12/2024

  The company finally got back after I had made multiple attempts at contacting them, and they have refunded my money. As I said in the complaint, the money was not really the issue. It was how frustrating it was trying to contact the company.

  Business response

  04/15/2024

  Hello, Aroma360 apologizes for the less than exceptional experience the client encountered. We are reviewing his communication with our customer service team and will address the team accordingly. The client was refunded on April 12, 2024, at 2:17 PM EST in the amount of $16.17. In addition to the refund, a $50.00 gift card is being emailed to the client this morning from our ***************** The gift card is in the form of a code that he can manually type in at check-out.

  Thank you

  Customer response

  04/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered this scam of a product on 03/15/2024. The unit does not work. I can hear the motor and see the smoke but there is ZERO smell. I sent an email, and have now since spoken to 2 reps who are of no help. They want me to keep trouble shooting a product that doesn't work. I have requested to return this and get a refund and they do not want to help me. They want to keep stealing money from people.

  Business response

  04/12/2024

  Hello, a representative spoke with the client and this matter has been resolved. The client is sending back the unit that is not functioning properly utilizing a prepaid return shipping label. In turn we are sending the client a replacement. We ask that the client kindly close this complaint as resolved. Thank you

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been going through this since hurricane *** took my house in 2022. They keep sending me a bill that says that I owe almost $10,000 and if I go on their website and put one of everything they sell, I still cant make it go that high. It seems as though in my opinion, they had a human error when somebody was putting the information in the system and possibly someone who owned a hotel was given my bill and I was given their bill obviously hopefully on accident, but they want me to file a police report about this and , I do not deal with Police much but I am thinking that unless I know for a fact this happened why would I make a police report about it? I am asking them to do an internal investigation on if maybe even one of their employees are stealing from them. I also have asked them multiple times to not send any more products to my house and upon that they keep sending them to me. I keep sending them back. It keeps coming back to me. I keep sending it back. It keeps coming back to me. I dont know what else to do. I have sent them at least 20 emails , also to tell them about the mistake I think was made on my bill and that how much it was impossible for me to owe that much money because I would have to own a hotel to need that much fragrance and this still hasnt been handled and instead, they charge me more interest every month and they charge me as if they would be giving me more product every month and that is not happening and in fact, I am not even living at the house that they have an Address That they are sending these things to my kids go to school an hour away for the closest *************** and we live in that house about 75% of the year and usually are only home on the summer times or holiday sometimes. I would appreciate any help that I could get with this because I just need someone to sit in front of a computer and add one of everything that the Computer offers from the company and see that if you own a regular house and not a hotel just a normal house it is impossible To use that much product from Aroma360

  Business response

  04/12/2024

  Hello, we request that the BBB review our detailed response and attachment to this complaint.

  
  In her complaint, the client wrote, I have been going through this since hurricane *** took my house in 2022. Hurricane *** made landfall the year prior on August 29, 2021.
  On or about May 11, 2022, nine (9) months after hurricane ***,the client completed a form telling Aroma360 more about her scenting needs and requirements. The submission read as follows:
  We just finished remodeling our home from a devastating hurricane that we had to rebuild the last 15 years of our lives over again and you have a client who happens to be friends with one of our clients and from just what we have heard, we wish we had a way to get this in our home sooner and as more and more parts of our home are done and opened up to for our kids then we will just continue adding machines from how this was explained to me but for now I think I have the perfect space to fit two of your fragrance machines as of now. We have not been in our home since August 2021 and we have two parts opening this week that are not connected to one another.

  
  The client then communicated the following information:
  We have a big home and six kids, four daughters not in college yet and home in and
  out with friends daily. Our home was ruined by Hurricane *** and we are building it back as fast as suppliers and workers are available and we have made the daughters apartment and have made a mom and dads room for now and an outdoor space next will be a glam room, five bedrooms, a kitchen,secret/hidden laundry room, six bathrooms, formal dining, breakfast nook, and two huge family rooms along with a gameroom/playroom/tanning bed room so I am thinking I will order at least two more minis to have ready and we just wanted to know when you have an area as we do should you stay the same scent throuhout and how can we smell what you have to offer especially now that you know that we are commited to using your company already purchasing 2 machines and needing 2 to 3 more I would think more is better. Anyway, what is your suggestion for us to get the smells to us in the easist, most efficient way so that we can make sure that we are having the best choices diffused in our home spaces.Thanks again. 
  
  The same day, May 11, 2022, the client spoke with an Aroma360 scent consultant. During this call the scent consultant addressed the clients inquiry regarding the best and most efficient way to scent her home. The client agreed to the option of receiving 2 Museum diffusers at no cost, and that she was entering a 36-month oil plan that would provide her with the necessary amount of scenting oil to accommodate her needs over the course of 3 years. The client then willingly and knowingly signed the agreement. Audio files memorialize this transaction and the clients understanding.
  In this agreement as well as verbally, the client was made aware that she would be obligated for 36 monthly recurring payments in the amount of $276.33 and that her oils would be shipped to her quarterly. The amount of oil the client was receiving is based on accommodating the 2 diffusers she requested, and her scenting requirements based on her written and verbal communication with the Company.

  
  The $10,000 the client is referring to is the credit limit available to her had she opted to purchase other items or upgrade.   The client met her monthly recurring obligations from June 10, 2022, through January 10, 2023. The February 10, 2023, payment was declined by her bank and the client has not made any payments since. Her account is currently in collection.
  Aroma360 met its obligations to the client until her account went into default. 

• Initial Complaint

  03/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Aroma 360 regarding their failure to acknowledge my repeated requests for contract cancellation and refund. On 03/27/2024, I entered into a contract with Aroma 360 for 36 month at the rate of $109.00 per month for the aroma therapy subscription . However, on the same day of signing the contract, I realized that I needed to cancel it due to research of the program being a scam. Since then, I have made numerous attempts to contact ***** 360 through various channels including email and phone calls in order to initiate the cancellation process and request a refund. Despite my persistent efforts, I have not received any response from their customer service team.Furthermore, when I did manage to speak to a customer service representative, I was informed that I needed to wait for a specific representative to assist me as she had previously handled my case. However, despite waiting and repeatedly reaching out to this representative, I have not received any communication or assistance regarding my cancellation request.It is evident that Aroma 360 is deliberately avoiding addressing my concerns and is failing to fulfill their obligations as outlined in the contract. This behavior is unacceptable and constitutes a breach of trust.I demand that Aroma 360 immediately honor my request for contract cancellation and provide a full refund as per their cancellation policy. Additionally, I urge the Better Business Bureau to investigate this matter thoroughly and take appropriate action to hold Aroma 360 accountable for their unethical business practices.Thank you for your attention to this matter. I look forward to a swift resolution to this issue.

  Business response

  04/08/2024

  Hello, on April 5, 2024 the clients account was closed and this matter is resolved.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mar 12 2024? I purchased the car diffuser, scent, and sample scents total $71.96 order # A913912 shipment # ********* item# P-01-a-101-b-010 and 007 and also P-01-A-205-B-047 i tried contacting by phone no answer, Im on chat now 30 mins was *********** would be 3 minutes vert very frustrating I want to return product in packaging unused for full refund the site indicates partial refund and no details of how to return. I am a senior citizen on fixed income. I feel that I am being penalized for not liking and keeping the product

  Business response

  04/09/2024

  Hello, on April 9th, the clients return merchandise was received and a refund was issued. Thank you

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In January 2024, I bought a VanGogh360 from the Aroma360 website. I got a call almost immediately afterward from a third arty (*** Finance Program) offering me a subscription program wherein I would be refunded for the VanGogh360 but would pay for full-sized oils monthly for a few years. This seemed sketchy, honestly, but I went forward with the agreement. I have now been charged for two months of oils and have received nothing. I have also submitted help tickets and have sent strongly worded emails. Anyway, I just contacted the third-party/*** to cancel, and they said Aroma360 has to approve the cancelation and refund of two months of payments for oils I haven't received. I want out of this entire thing: no oils, no Aroma360 machine. This has been the worst customer service experience I have endured in decades. ***** feels like a scam. They will be hearing from my attorney if I do not get a reply within two business days, as they will continue to bill me if they don't approve my cancelation.

  Business response

  04/08/2024

  Hello, we apologize for the delayed response as well as any inconvenience the client experienced. Our records indicate that on March 26th, a representative spoke with the client and resolved the issue at hand by sending a replacement shipment as well as a gift bottle of scenting oil. Thank you

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Item no longer works Mini360 Ordered December 22 Stopped working January 2024. I have made several attempts to get help, finally I receive two pipettes last week that didnt resolve the problem. You cant speak to anyone or talk to a supervisor. **************** is no longer responding. I started emailing March 5th.

  Business response

  04/08/2024

  Hello, a representative emailed the client on April 8, 2024 regarding an offer to replace the diffuser that she purchased 2 years ago that is no longer working. Once the client replies and lets us know if she is agreeable to this offer, we will provide an update to BBB. Thank you

  Customer response

  04/09/2024

   
  Complaint: 21482550
  
  I am rejecting this response because:

   

  I was offered to pay $99.00 for a replacement, the email indicated its a discounted rate showing good will on their part for a diffuser that stopped working after 13 months. I am definitely rejecting this offer. Unbelievable!!
  
  Sincerely,
  
  ***************************

  Business response

  04/15/2024

  Hello, a Mini360 replacement has been ordered for the client. She can view this on her online account under order number A958233. Shipping and tracking information will be emailed to her once the order has been packed and labeled. Thank you

  Customer response

  04/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased from aroma360 in Jan. 2024. After my purchase I received a call offering me a finance deal where I pay 150 a month (160 after taxes) for 3 years. I agreed and signed a contract. Overall communication and contact with aroma360 has been very difficult. Recently I got a new credit card and needed to update my payment info. And I cannot get a proper response from anyone. Everyone just passes the torch to someone else with any issue I have. The last message I sent said the following and summarizes what's going on currently. Hello, I have reached out more than once trying to update my payment information because I got a new debit card. My first attempt, my inquiry was closed without a reply. Second attempt my reply contained a customer service number for *** which was not a working number. I have also tried contacting aroma360vip customer service number with no answer after over 20min and reached out to my sales person with no response. I need answers or I will be canceling my subscription. Thank you. I'm currently waiting on a reply. I do not want for any reason this going against my credit when I've done my part and they are failing to provide me with information I need. Overall I'm happy with the product just not the management of my account.

  Business response

  04/05/2024

  Hello, we apologize to the client that she was not assisted properly. Our records show that after she filed her initial BBB complaint she spoke with a representative on March 27th. Based on the account notes, the matter has been resolved.

  We are however reviewing all communications between our representatives and the client to understand where we fell short, and to apply our findings to our continued training of staff members. Thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩