Complaints

This profile includes complaints for Aroma360, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aroma360, LLC

  2058 NW Miami Ct Miami, FL 33127-4920

• 

  Aroma 360 LLC

  unknown Clearwater, FL 33759

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I regret doing business with Aroma360. The experience started with high-pressure sales tactics where they constantly followed up to get my order. I was promised VIP treatment, including a direct number to text with any issues. Unfortunately, once they got my money, that level of service disappeared completely.I reached out multiple times about a faulty diffuservia email, text, and even left public comments on their social media pages. All were ignored. There has been absolutely no response or attempt to resolve the issue. Its incredibly frustrating and feels ************* I am stuck in a monthly contract for oil with a diffuser that does not work. The product is overpriced for the quality, and the lack of customer service makes it even worse. I would not recommend this company to anyone. Please save your money and go with a brand that stands behind their product and treats customers with respect.

  Business Response

  Date: 06/24/2025

  We thank Ms. ***** for the opportunity to address this matter.
  
  A member of our team has been in touch with the client, and a call is scheduled for later this evening to go over any issues she is experiencing with her diffuser. We understand her frustration and appreciate the time she has taken to share her experience.
  Should the scheduled call not fully resolve the matter,additional steps will be taken to ensure that Ms. ***** is properly supported and that all issues are addressed. We remain committed to delivering the VIP experience and stand behind the quality of our diffusers and oils.
  
  We appreciate her business!

  Customer Answer

  Date: 07/03/2025

   
  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,
  
  ******* A

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have informed Aroma 360 since December I do not want a subscription, to cancel it and not to charge me anymore and since December I have been sent and billed for 3 shipments I did not want and each time I have contacted them and been told that everything will be taken care of and the subscription is canceled and it is not.12/7/24 - I was billed $64.90 and contacted customer support and told I didn't want the product, I am sending it back, please refund me. No action was taken. Order No. A1387238 4/28/25 - I was billed $64.90 and contacted customer support and told I didn't want the product, I am sending it back, please refund me. No action was taken. Order No. A1556270 6/16/25-I was billed $64.90 and contacted customer support and told I didn't want the product, I am sending it back, please refund me. No action was taken. Order No. A1628987 I have emails of all of my correspondence as well as Aroma360 has recorded conversations with customer service. Their website does not allow me to manually unsubscribe myself or remove my payment information from their website. I have to reach out to customer service each time and they have deceived and lied to me that I would not be billed again, be refunded and the subscription and payment information canceled. Instead they try to upsell me and ignore my request and continue billing me. I have tried to resolve this since December with the company itself. I would like a full refund of $194.70 and all of my information expunged from their system and forever cancel any subscriptions.

  Business Response

  Date: 06/20/2025

  We thank Ms. **** for the opportunity to address this matter.
  
  Ms. ***** original order placed on November 7, 2024, included a free diffuser provided as part of a promotional offer. As clearly stated on the website at the time of purchase (a copy is attached to this response) this promotion required a 90-day subscription commitmentspecifically, one oil shipment every 30 days. Ms. ***** purchase on June 6 completes that 90-day obligation.
  
  As noted at the time of purchase and detailed in the attached excerpt from the company's website, the customer agreed to begin a 90 day subscription, with a minimum of three oil shipments (approximately 90 days worth of oil), to be eligible to receive the free diffuser.
  
  The orders billed on December 7, 2024 (Order No. A1387238), April 7, 2025 (Order No. A1556270), and June 6, 2025 (Order No. A1628987) fulfilled that 90-day subscription requirement. Accordingly, the customers subscription has now been cancelled. No further charges will be made in connection with this subscription, and the company considers this matter resolved in full.
  
  In regard to her information being deleted from our system, we will make provisions for this data to be removed.
  

• Initial Complaint

  Date:06/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of the transaction was 5/19/2025. I placed an order for a small unit priced at $69 and a scent priced around $40. I received phone calls and texts saying there was a problem with my order. I called and a person named **** called and talked me into an upgrade to a whole house unit that I supposedly qualified for. I got the unit and had some problems getting it to work. I called **** and he referred me to a tech person who said they would send a new key. (About 2 weeks later I received a package. There was nothing inside it. It was empty!)When I finally got it to work I found that all the scents they had scent gave me a horrible headache. I called within a week or two to request a return label and to cancel. I also looked closer at the contract and I had basically signed up for a high interest loan with a $159 payment a month for this thing. **** returned my call and referred me to a concierge to facilitate the return. I emailed them and got a phone call from someone offering to cancel the loan and give me a quote for about $299 to just buy the unit outright which I agreed to. They were supposed to send a quote via email for me to confirm. That email never came. Ive emailed the concierge and **** to just send the return label. Now **** is not answering the phone he provided. I leave messages but nobody returns the calls and today I got a notification that the first payment is due on this loan. So there has been no attempt on their part to cancel this loan.I feel they are basically running a bait and switch scheme. People need to know this so they dont *******************. Their goal is to it to sell home fragrance, its to get people to get hooked into these high interest loans through ********* Account Servicing. My desired resolution is for them to take this thing back and cancel the loan like I requested. I want to be contacted by someone offering that solution.

  Business Response

  Date: 06/16/2025

  Hello, we apologize for the delay in responding to the clients request. A representative spoke with the client today and they arrived at an amicable resolution. We thank the client for his patience.

  Customer Answer

  Date: 06/30/2025

  The unit was returned today via a return label Aroma360 provided.  I also received a late payment notice today with a late charge. Once I have been refunded my down payment and receive notice from the 3rd party lender that my account is closed and a zero balance, I will be satisfied.  Since the unit was just sent today, they have responded that it will take 7-10 business days to get my refund.

  Thank you, 

  **** ****

   

   

   

• Initial Complaint

  Date:06/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried for months to stop my membership and auto-ship from this company. The original scent i received was not good, and they promised to exchange it. Instead, they have continually sent me the same scent and the last shipment was broken. They said they would get back with me last month and have not. They refuse to exchange anything, and will not communicate with me, other than to offer me upgrades and 50% off another product that I do not want.

  Business Response

  Date: 06/13/2025

  We thank Ms. ******* for the opportunity to address this matter.
  
  A representative from our corporate office has spoken directly with Ms. ******* and a resolution has been reached. A replacement order has been processed and confirmation has been sent via email. A copy of that order is also attached to this response for her records.
  Additionally, we have made the modifications to her subscriptions as promised. 
  
  As all outstanding issues have now been addressed and resolved, the company respectfully asks that Ms. ******* **** this matter as resolved and we wish her Happy Scenting!

• Initial Complaint

  Date:06/12/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******* diffuser and signed up for the VIP membership in Feb. The sales person told me ***eatedly that the oils were pet safe. After almost 30 days I noticed that my cat had conjunctivitis and breathing problems. I called to cancel and the person on the phone told me that instead of canceling he would send me a few oils that were lighter, along with a diffuser oil to reduce the potency. He never told me that I was on the last day of my trial, otherwise I would have canceled regardless. He sent me a few more to try, which I did and my cat continued to have problems. I went to the local store and the sales *** told me that the 3 oils they mailed me were not pet friendly. She gave me 3 more to try. We have a 3700 SF house. Very rarely do we go upstairs. We put the diffuser upstairs on the lowest setting with the shortest disbursement time (just a few seconds). Same problem with my cat. I call back to cancel and they tell me that I'm locked in a contract and there is nothing they can do but send me different scents. DO NOT BUY THIS PRODUCT. They advertise that it is pet friendly but look at the ingredients. They are toxic to cats and birds. There is one small section on their website that lists this, but this was NEVER mentioned when the local *** sold me the product. My cat has been weezing, coughing, sneezing and his eyes were sealed shut from goop because of this. I honestly thought he had asthma and needed breathing treatments. I cannot believe that this company advertises that their products are safe when they are not. I want my subscription canceled. You can take the machine and all the oils back, I am not interested. No sense is calling their customer service line because they make you wait forever and think that placing you on hold for a long time will get you to hang up. On the phone for almost 2 hours today and finally demanded a supervisor. Then on hold for 20 mins while he "finds" someone until he ends up hanging up.

  Business Response

  Date: 06/26/2025

  Hello, in order to best address the clients request, an in lieu of her conversation with a company representative stating that a professional advised her to discontinue the use of the diffuser. We kindly ask that the client provide a note from the professional (presumably a veterinarian), and we will address and resolve this matter accordingly. The client can provide the diagnosis via the BBB. Thank you

  Customer Answer

  Date: 07/02/2025

  Good afternoon. I have attached the letter from Winstons vet per Aroma 360s request. Can you please forward this on to them? I wish to cancel my subscription effective immediately.

   

  Thank you,

  *********

  Customer Answer

  Date: 07/10/2025

  Hello.  Here is a second letter from another vet.  You now have two letters from 2 different vets stating this product is causing harm to my cat.  Can you please tell me what the next steps are?

  Business Response

  Date: 07/11/2025

  Hello, today a representative from Aroma360's **************** and the client had the opportunity to speak and we are pleased to share that this matter has been amicably resolved. We thank the client for her understanding and patience throughout this process. 

  Customer Answer

  Date: 07/22/2025

  I spoke with *****, Director of Compliance, at Aroma360 and we have resolved my complaint.  I appreciate her professionalism as we worked through my situation.  This matter has been resolved and I am satisfied with the action taken on the companys behalf.

• Initial Complaint

  Date:06/11/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  05-26-2025 12:37pm Order was confirmed, which included a starter diffuser kit with one ProPod for $113.80. I got a call from an unrecognized number later that afternoon that I missed; however, I received a follow up text asking me to call back concerning my order. I was at work and unable to call. 05-27-2025 Received another call asking me to please call back about an issue with my order. When I did return the companies call, it was a sales associate trying to get me to upgrade my order to their concierge service. She went on to describe a subscription service, and said that they could upgrade the diffuser I bought to an even larger diffuser. After I asked many questions, she could not/would not answer me if this was a contract or how long I would have to remain on this subscription. I politely declined, and asked for my original order to please be processed, because all I wanted was the starter kit I originally ordered. She told me that she would go ahead and have it sent, but that she would check back in a couple weeks to see if I wanted to upgrade or not. I have still not received any more calls from them.05-31-2025 received automated email update that my order had been shipped 06-06-2025 received automated email that my order had arrived. Could not find package anywhere around my house- even checked with my neighbors. Emailed the company that my order had not arrived. Received no response. 06-11-2025 I have now emailed the company 3 times and received no response at all about my missing order. However I keep getting marketing emails about their subscription service.

  Business Response

  Date: 06/13/2025

  We thank Ms. ***** for the opportunity to address this matter.
  
  A member of our team has been in direct communication with Ms. ***** and a resolution has been reached. We kindly ask that she allow a few days for processing. Should any additional concerns arise, we encourage Ms. ***** to respond here so that we may promptly assist.
  

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23454044
  
  I am rejecting this response because:

  They signed me up for a subscription when I said I did not want to be signed up at all. I only wanted a one time delivery to try out the product. I want my debit card information removed from their records and I do not want a subscription.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 06/23/2025

  We thank Ms. ***** for the opportunity to further clarify this matter.
  
  Ms. ***** enrolled in the subscription plan at the time of her initial purchase, as evidenced by the screenshot she herself provided titled IMG_0531.PNG. For clarity, we have uploaded a highlighted copy of that same image, which clearly shows she signed up for a subscription at the time she ordered her Starter Kit. No one at the company signed Ms. ***** up for anything that she did not request herself.
  
  We have cancelled her subscription per her request, and hope this clears up her misunderstanding. We remain available should Ms. ***** require further assistance. 

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the Aroma360 VIP Membership on April 6, 2025. I have since contacted the company multiple times to cancel my membership for not holding their end of the contract. I have been charged twice and have not received the oils as scheduled (their excuse was- one of the scents I chose was discontinued- so they did not send any- nor did they reach out to let me know) and the machine no longer works. They have refused and claimed it cannot be canceled. This practice is deceptive and does not align with consumer protection laws.I am requesting immediate cancellation of my membership, a confirmation in writing, and an assurance that no further charges will be made.I appreciate any help I can get.

  Business Response

  Date: 06/12/2025

  We thank Ms. ******** for the opportunity to address this matter.
  
  Ms. ******** contracted to join the Aroma360 VIP program on April 6th, 2025, in person at one of our retail locations. At that time, she received a functioning diffuser along with a sample pack of scents to evaluate in her home. As with all clients in the VIP Oil Plan, the client was provided a 30-day ***** period during which cancellation could have been requested. Our records confirm that no such request was made within that window, and as a result, the agreement is no longer eligible to be cancelled.
  
  The VIP program is a 36-month agreement that includes quarterly oil shipmentsnot monthly. Contrary to the claim that no oils were received, the first shipment was completed in two parts. Two 200ml bottlesDream On and 24K Magicwere delivered on May 30th, 2025, via ***** (tracking number ************). The third bottle, *********, was temporarily out of stock and shipped separately, arriving on June 7th, 2025, at 11:42 AM. Photos of both deliveries are attached to this response. From our review, it appears the client postponed her shipment, indicating she still had oils remaining from the original sample pack, which accounts for the slightly delayed delivery timing.
  
  The diffuser was confirmed to be fully operational at the time of purchase and during the use of the sample oils, as evidenced by the clients decision to delay her initial shipment. However, we understand that technical issues may occur over time. Our Concierge Team has offered both troubleshooting assistance and a replacement diffuser, but these offers were declined. We remain willing to assist and can still provide a replacement diffuser should the client wish to accept.
  
  Aroma360 remains committed to honoring the terms of its contracts and supporting clients throughout the duration of their agreements. 
  
  

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Product defective, dont not want replacement. Reviews are telling me my problems are the same as theirs!!!! This company just wants a monthly payment but no follow. Want me to replace and I WILL NOT! Product is bad. They first tried to make me take another more expensive product, but I told the they sent the wrong product. But its DEFECTIVE

  Business Response

  Date: 06/19/2025

  Hello, the Company has made numerous attempts to speak with the client to address her request and to arrive at an amicable resolution. The client has declined our attempts to speak with her. We cannot resolve this matter without speaking with the client. 

  Customer Answer

  Date: 06/20/2025

  I was refunded the defective equipment, then told I dont have any open subscriptions!!!! Then! They continued to charge my credit card! Why? I blocked future charges! 
  wish they would honor their word! But continuing to harassment!

  Business Response

  Date: 06/26/2025

  We thank Ms. ********* for the opportunity to address this matter.
  
  The clients account has been reviewed, and based on the records available, her concern was related to her scent preferences rather than a defective diffuser. The client originally received the scent My Way and later requested Black Velvet, which the company arranged to send. Return labels were also issued to facilitate the exchange, and went unused by the client. At no point did the client communicate that she was experiencing any difficulty with her diffuser.
  
  The client is currently under a contractnot a subscriptionwhich cannot be cancelled outside of the initial 30-day grace ******* Multiple attempts have been made to connect with the client by phone, SMS, and email, but these have gone unanswered.
  
  Should there now be an issue with the diffuser itself, we are more than willing to resolve that concern. However, we must first hear back from Ms. ********* in order to understand the specific issue. We remain available to assist and will provide the BBB with an update once further communication is received.
  

• Initial Complaint

  Date:06/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/9/25 I continued to be charged for a subscription that was cancelled 4+ months ago. This is after cancelling the subscription only, after speaking with a customer service **** and after attempting to change my card on file. They would not allow me to change the card on file, and stated I could not cancel my subscription.

  Business Response

  Date: 06/09/2025

  We thank Ms. ***** for the opportunity to address this matter.
  
  At the time of her original purchase, Ms. ***** received three diffusers for free as part of a promotional offer. As clearly stated on the website at the time of purchase (a copy is attached to this response) this promotion required a 90-day subscription commitmentspecifically, one oil shipment every 30 days per diffuser received. Ms. ****** purchase today completes that 90-day obligation.
  
  We acknowledge that Ms. ***** previously expressed interest in cancelling prior to fulfilling the terms of the promotion; however, cancellation was not permitted until the full commitment was met. As of this final subscription purchase made on June 9, Ms. ***** is now fully eligible to cancel her active subscription, and we have done that for her. 
  
  We trust this resolves any confusion surrounding the terms of the promotion and the timing of the cancellation.
  

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23442531
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *****

  Customer Answer

  Date: 06/13/2025

  I cancelled/attempted to cancel this subscription after receiving the first shipment of Oil for the diffusers. The boxes the shipment arrived in were completely soaked in the oil from the bottles. I called the company to let them know that the boxes were completely soaked in the oil and the bottles themselves were empty. 

  upon discussing this with the representative, I told them I was unhappy with the product and wanted to cancel the subscription. I paid $172 for oil that I didn't even get to put into the diffuser. The company then attempted to charge me the following month. I Called back again telling them I wanted to cancel and that I had already done that the month prior. they denied the cancellation. 

  I then changed the payment method online because I didn't not want to be charged again for product I was only NOT receiving, but product that I didn't even get the full amount that I paid for the first month. Somehow the charge went through on my credit card this last month. I have attempted to cancel this subscription every month. I am wildly frustrated with this company. They do not have great products, they products don't work. I want my subscription cancelled. 

  Business Response

  Date: 06/13/2025

  Ms. ***** participated in a promotional offer that provided three diffusers at no charge in exchange for a 90-day commitment to purchase one oil per month per diffuser. This offer and its cancellation terms were clearly disclosed at the time of purchase and were previously attached to this BBB response for reference.
  
  The clients initial oil shipment was delivered on December 19th, 2024. We have reviewed the account and find no record of any complaints or reports regarding leakage or damaged items at the time of delivery. In fact, when one of our scent consultants followed up on January 9th, 2025, Ms. ***** responded, No. And Im good. I like what I have. Thank you. No further concerns were raised regarding the shipment. Had they been, we would have done whatever we can to address the problem at that time.
  
  On February 6th, 2025, Ms. ***** reached out requesting cancellation due to a change in financial circumstances, stating: Yes. I have lost my job and need to cancel my subscription for now. While cancellation was not permitted at that time due to the still-active 90-day subscription, we offered a discount in good faith to help ease the financial burden. That offer was declined, and as a result, the original pricing remained in place throughout the rest of the subscription period.
  
  Now that the final oil subscription purchase has been completed, all subscriptions associated with this promotion have been formally cancelled and no further charges will occur.
  
  We believe the company has acted transparently and in accordance with the original terms of the offer. While we regret Ms. ****** dissatisfaction, this matter is now resolved in full.
  
  

  Customer Answer

  Date: 06/14/2025

   
  Complaint: 23442531
  
  I am rejecting this response because:
  This company does not act in good faith. This company has unfair business practices. Canceling of a subscription should be voluntary. I want my money back. 
  Sincerely,
  
  ******** *****

  Business Response

  Date: 06/16/2025

  We would like to reiterate our prior responses. Ms. ***** received three FREE diffusers in exchange for a 90-day subscription commitmentone oil per diffuser per month. The company delivered the diffusers and all oils as promised, and the client completed the required purchases.
  
  We believe the company has honored its part of the agreement in full. We respectfully ask the BBB to review the full exchange of messages and consider this matter resolved. There is nothing further we can add that has not already been clearly addressed.
  

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase two machines back in 2022. In 2025 purchased three more. I had a diffuser go out and first they sent replacement cord and it still didnt work. They sent a replacement after that and the replacement is falling apart. I call customer service and they told me to glue or tape it back together on a recorded line. On the same call I asked about another diffuser that is going out and customer service has me plug and unplug and it started working again. About an hour later it started doing the same thing again. Im locked in a contract for over ***** but cant get a properly working diffuser even though the plan says you get replacements. Both of these diffusers were part of the original purchase in 2022.

  Business Response

  Date: 06/09/2025

  Hello, a representative from Aroma360's **************** spoke with the client today. We are pleased to share that this matter has been resolved amicably. We apologize for any inconvenience this issue has caused and we Ms. ******* for being a loyal and valued client since 2022. 

  Customer Answer

  Date: 06/11/2025

  We did speak yesterday about the matter. I am awaiting two brand new machines and return labels by email. I would like this to stay open until the company has delivered the appropriate machines as promised. Please do not close this complaint until the company fulfills the 2 brand new machines. I left voice message today inquiring about return labels.

  Business Response

  Date: 06/11/2025

  Hello, Ms. ********* call was returned shortly after she left her voicemail message. The representative shared that the return labels were emailed to her on Monday, June 6th at 4:37 PM EST and she was asked to check her email spam folder. To make this process easier, the labels are attached to this response herewith. Further, in the email Ms. ******* was informed that the order for the replacement VanGogh360 and Museum360 was placed as promised. Both replacement items were shipped on June 10th and are currently in transit via ***** tracking number 289620891050, and are expected to be delivered tomorrow, June 16th between 10:30 AM and 2:30 PM.

  Thank you

  Customer Answer

  Date: 06/17/2025

   
  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. Broken diffusers were returned today and the new machines were delivered as promised by the company.

  Sincerely,
  
  Omega *******