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:08/20/2023

  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.

  All original items (the diffusers and initial oils) were returned to the company and I did receive a refund for these items. At the same time, I requested that any future shipments be canceled. I received receipt from the company that everything was turned off and yesterday, I was charged ****** for an order and shipment I did not approve. I have disputed the charge with my credit card company and blocked this merchant from future charges. They need to reverse the charge and again, cancel all future orders. I want nothing to do with this company or their business practicesterrible customer service.

  Business Response

  Date: 08/28/2023

  Hello, the clients request to cancel and the scheduled shipping/billing appear to have overlapped each other. A refund in the amount of $238.87 was submitted to the clients credit card ending in **** today, August 28th and depending on his bank, should be reflected on his statement within 3-5 business days. An email notification was sent to the effect. A second email from ***** was also sent to the client, this email included a return label and we ask that he use this label to return the merchandise. Thank you

• Initial Complaint

  Date:08/17/2023

  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.

  This company has been duplicitous in their dealings since the beginning of my subscription with them about 2 years ago, which I regret ever doing. They have double billed me, they have missed shipments, and they have overcharged for a service that should have cost half of what Im paying (read all the complaints against the company and you will see Im not alone). But most recently, they promised to provide a larger amount of product as the amount I was receiving was not sufficient (and never had been) and then the company went back on this promise and tried to charge me for it. Insult to injury considering I have been fleeced by them since day 1. They dodge phone calls, emails and take WEEKS to respond. They are one of the most unprofessional companies I have ever dealt with and the need to, at the very least, do the right thing with regard to the latest promise theyve made to make things right with me, or cancel my account without penalty. I am happy to provide further details if necessary, but this company knows exactly what it promised and what it reneged on with regard to my account. They have been dodging the issue ever since.

  Customer Answer

  Date: 08/17/2023

  First 5 email screen shots including the company agreeing in writing to add the product necessary. More attachments to follow. 

  Customer Answer

  Date: 08/17/2023

  Subsequent correspondence where company claims rep is on maternity leave but can somehow randomly communicate (she communicated with me to let me know she was on maternity leave only after weeks went by without a response. No out of office message, etc. company reneged on promise that rep made to right the wrong and claimed that I would have to pay for the product instead of what was promised to me. I am already WAY overpaying for this service (company should be investigated for this separately) and refuse to pay more than Im already paying for the product Im receiving. Company needs to stand by their promise and send the product. 

  Customer Answer

  Date: 08/17/2023

  Subsequent correspondence where company claims rep is on maternity leave but can somehow randomly communicate (she communicated with me to let me know she was on maternity leave only after weeks went by without a response. No out of office message, etc. company reneged on promise that rep made to right the wrong and claimed that I would have to pay for the product instead of what was promised to me. I am already WAY overpaying for this service (company should be investigated for this separately) and refuse to pay more than Im already paying for the product Im receiving. Company needs to stand by their promise and send the product. 

  Customer Answer

  Date: 08/17/2023

  Further proof of the companys avoidance and non-compliance with what was promised. 

  Customer Answer

  Date: 08/17/2023

  Have never heard from the company again. They never tried to reach me by phone as they claimed and when I respond, they just avoid contact and fail to respond or act. 

  Business Response

  Date: 08/21/2023

  ************** indicate that Aroma360 has been attempting to contact the client via phone and email. The client spoke with a representative on July 7th regarding wishing to receive more scenting oil. The representative told her that she would look into the account and call her back. The representative called but there was no answer and no option to leave a voicemail, so an email was sent to the client asking her to call us at her earliest convenience. On July 28th an Aroma360 representative called the client in an attempt to resolve her issue. The client's known phone number answered with a recording stating: "We could not complete your call, please try again". The representative tried multiple times and then sent an email a 1:32 PM EST that day. Attached you will find the Company's outbound email and the client's response to our attempt to speak with her.  Then on August 1st, another attempt was made to speak with the client, again the phone indicated that the call could not be completed. 

  We have made multiple attempts to reach the client and ask that she return our call using the phone number we've provided for our concierge desk who is aware of her concerns and can address them directly with her. 

  Customer Answer

  Date: 08/21/2023

  These are all absolute lies as evidenced by the email correspondence between myself and this company. I have been asking them to honor what my rep PROMISED (not said she would look into) and that promise was made IN MAY. The company knows my phone number and email address. They even say in their correspondence that they dont know what to do since my rep is on maternity leave and they dont have anyone to cover her clients. This company is an embarrassment and a mess. And this response is a string of lies. The correspondence proves as much. They promised me additional product and they refuse how to honor that. 

• Initial Complaint

  Date:08/15/2023

  Type:Sales and Advertising 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 an account with Aroma 360 on 11/25/22. I tried to cancel via email on 1/4/23 and received a response that stated I had to keep the subscription for 60 days before I would be allowed to cancel. Once I reached the 60 days, I was then informed that I only had 14 days to cancel. Despite my numerous attempts to resolve the matter with Aroma 360 directly, they made little effort to offer any resolution other than paying $3700, which would be the cost had I kept the service for 36 months. Without any further communication from their end they decided to send my account to collections. I am willing to pay for any of the oils, I received in which were not paid for. I am not willing to pay for the entire 36 month subscription as I haven't received 36 months worth of product.

  Business Response

  Date: 08/16/2023

  Hello, upon receipt of the client's BBB complaint. Audio of 2 calls were reviewed. The first call was on November 11, 2022 was 10 minutes and 5 seconds. During this call the Aroma360 scent consultant discussed the clients scenting needs and explained our oil subscription program as well as the various diffusers we offer and the one that would work best for the client's scenting requirements. The Aroma360 scent consultant send a text message to the client so he could review the 36-month agreement. At the 8 minute 57 second *************** stated that he had to leave for work and wasn't able to continue. A call back was arranged. During this call there was no discussion with regard to the Company's cancellation policy.

  Then on November 14, 2022, the same scent consultant called the client in response to his email request for a call. The duration of this call was 17 minutes 48 seconds. The client asked the consultant to review what was discussed in the previous call as well as discuss his diffuser options. The client was offered pricing for the monthly recurring fees based on each model that was discussed. He selected the VanGogh360 and an oil discovery set with 5 fragrances. It was explained that once he decided which fragrance(s) he prefers we would set those for his recurring delivery. 

  At no time during either call did the client ask about the Company's cancellation policy, nor did the consultant state that he had 60 days to cancel.

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20475806
  
  I am rejecting this response because:

  This whole ordeal began when I made a purchase online for a scent diffuser on 11/11/22. ****************** contacted me by phone shortly after I placed the order and discussed some options that would be less expensive than what I paid. After listening to the prices she could offer me, I agreed to that. She then refunded the purchase I made online and replaced the order with the agreement we discussed. At no time, did she verbally explain I only had 14 days to cancel. To be clear, when does that 14 days begin? From when the order was placed? From when the item was received? From the first time it's used? 
  
  If that information was in the fine print of the agreement, I missed it. But I do feel as if your company is anticipating that's something I would overlook and helps explain your unwillingness to offer an amicable resolution. Aiste had an obligation to mention a 14 day cancellation policy. That is an important piece of information but she failed to do so, most likely intentionally. Your response clearly indicates there was no mention of the cancellation policy, but why wouldnt the consultant mention it? You stated that at no time of either call did the client ask about the companys cancellation policy, nor did the consultant state that he had 60 days to cancel. So your stance is, if I don't ask, you're not going to mention it? You should be forthcoming with your customers, not willingly omit details of the agreement.  Seems to me this is a "bait and switch" tactic. While I didnt ask about the cancellation policy during that call, I did reach out a few weeks later. I didnt ask about the cancellation policy because at no time did I understand this was something I would be forced to keep for 36 months. Its a subscription, if I no longer wish to receive the items, like any other subscription I have, I cancel it- and no longer required to pay for it. I think its reasonable to have a minimum time to keep it active, which is why I didnt question when I was told of the 60 day minimum requirement. Regarding Aiste not stating I had 60 days to cancel, I never said that was mentioned. However, I provided clear evidence via email from ***** at Aroma 360 stating I did have 60 days. But once again, youve failed to acknowledge that email which is attached to this complaint.
  
  While I understand there was a 36 month agreement, it was never made clear that I would never be allowed to cancel (or that I only had 14 days) and would be required to pay for 36 months regardless of my satisfaction, nor that I would be financially liable for the entire $3700 if I no longer remained interested in the product. Hence, the reason for my email to Aiste on 11/28/22 asking about, what appeared to be, a bill for $3700 I received. This was another opportunity for her to provide clear, concise information, but simply stated, it was not a bill and the $3700 is what I would pay if I maintained the subscription over the course of 36 months. Again, never stated I wouldn't be able to cancel. I understood her response to mean, if I kept the subscription for 36 months, that's what it would cost- I did not believe I would be obligated to that amount no matter what. I would not knowingly agree to a three year commitment for a product I am unfamiliar with particularly when it costs several thousand dollars. For clarity, I made a total of five payments to your company:
  
  11/11/22- $330.22
  11/16/22- $210.45
  12/14/22- $119.77
  1/14/23- $119.77
  2/14/23- $119.77
  
  I did not stop making payments, until it was clear that you would not honor what I was told via email and that was, I must keep the subscription active for 60 days before I would be able to cancel. You offered nothing in terms of a reasonable, mutually beneficial resolution, despite my numerous attempts to resolve with ***** 360 and/ or UAS. I have made several good faith attempts to resolve this amicably, you've never offered the same in return. Instead my account was sent to collections. 
  
  Timeline of events:
  11/28/22- Diffuser received
  12/3/22- I reached via email out for assistance setting up the diffuser- no response
  12//6/22- I followed up on 12/3 email
  12/7/22- I received response from *********************** to set up a call to assist me. However, I was never able to connect with anyone due to the time difference and lack of technical support availability on weekends. I am located in PST zone and the support team was on the EST and it never worked out.
  1/4/23- Sent email to Aroma 360 asking to cancel subscription 
  1/4/23- Received response from "*****" stating I must keep subscription a minimum of 60 days
  2/14/23- Sent follow up regarding status of cancellation- no response
  2/15/23- Sent follow up to 2/14 email
  Around 2/21/23- Was contacted by *********************** and discussed information I received via email about 60 day cancellation.
  It was around this time phone calls began between Aroma 360/ UAS and I, which continued on and off for three months. I contacted UAS and Armoa 360 both by phone and email multiple times. The resolution option given was to pay the entire amount. I did not agree to that as I believed I canceled within the 60 day window I was given. I was told a number of times the representative would escalate my concerns and someone would reach out to me. That didn't happen.
  6/2/23. I had a phone conversation, in which I initiated, with ****************** regarding my concerns. She claimed to understand and would talk to her supervisor and thought we could work something out. I followed that call up with an email recapping my frustrations. No respsonse, no call back.
  6/21/23- I followed up by email asking how we can resolve- no response
  8/15- Received call from Omega Debt Collections, stating this account was sent to them and asking for payment.
  
  Aiste and Aroma 360 purposely didn't disclose details of the subscription offered and instead provided vague responses, a clear indication of manipulative and deceptive sales tactics. You're charging me for product I haven't received and  a subscription I canceled within the timeframe I was allowed according to *****, that is unacceptable. I am willing to pay for any unpaid oils I received and more than happy to return the diffuser. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/07/2023

  Hello, we completed a full review of the client's account. The client entered a 36-month agreement which only provided for a 14 day grace ****** for cancellation. The representative who emailed the client indicating that he could cancel in 60-days made an error because she thought the client was on an e-commerce subscription program that allows clients to cancel the subscription after 60-days in the program. 

  At the time that the client entered the agreement, on November 14, 2022 our terms were 14-days for cancellation. The client requested to cancel in February 2023, he was past his grace ******. Our terms were clearly noted on our website: ******************************************************* under Installment and Finance programs*.

  ***Note in June 2023, the Company's cancellation policy was amended from 14 days to a 30-day grace ****** for cancellation. However, the client was beyond the 30 days upon his initial request to cancel.

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20475806
  
  I am rejecting this response because:
  

  My request to cancel was on 1/4/23, not February (see attached). When did I receive my machine? When does the 14 days begin? While you claim your representative made a mistake in providing the information she did, it led me to believe I was within the time period to return. Regardless, of what is stated on your website, I have clear proof, that one of YOUR employees provided inaccurate information. Had your employee been provided adequate training, I would have received accurate information and had a discussion with you at that point. Neither myself nor your employee made any mention of an e-commerce account. If I was told 60 days, then the right thing to do is to honor that and use this as a training point for your employees in the future. Telling me our employee made a mistake, too bad is dishonorable and unfair. I have all email traffic between myself and your organization and can show the many attempts I have made, in good faith, to make this right. Can you say the same? Youre simply concerned about the $3700 you were trying to charge me with your dishonest and deceitful sales tactics. 

  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/08/2023

  For clarification, I sent a follow email on 1/5/23 asking about returning the machine and was instructed to keep it (Email attached). Again no mention of an e-commerce account nor a 14 day return policy. At no time was I ever verbally made aware of a 14 day return policy. I reached out to ****************** on 11/28/22 to asking for clarification about the apparent $3700 bill I received. She replied and made no mention of a 14 day cancellation policy, stating it was "not a bill" (email attached). But that's exactly what it was. I was misled and your company is dishonest in refusing to do the right thing.

  Business Response

  Date: 09/18/2023

  Again, we will refer to our previous responses. The client signed a 36-month agreement and had a 14 day grace ****** to cancel. The representative response was based on an online subscription which we allow for 60 days to cancel the subscription. The content of this email was incorrect as the agent misread the clients file. 

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20475806
  
  I am rejecting this response because:

  Once again your company fails to take responsibility for the false information I was given. I was misled and signed an agreement I clearly didn't understand. When I reached out for clarification, the question was avoided or when I did receive a response, you claim your representative passed along invalid information. To be clear, A party who signs an agreement without reading it can avoid being bound to its provisions when the party was induced to sign the agreement without reading it by a fraud or wrongful conduct by the other contracting party. Your company actively concealed contents of the agreement and offered vague explanations when I reached out for clarification- that is wrongful conduct! Even now, you have an opportunity to make this right but outside of paying $3700, you offer no amicable resolution nor take any ownership in your company's negligence by not being forthcoming and/ or giving incorrect information via email. I have made numerous good faith attempts to resolve this situation but paying $3700 is not acceptable.I will continue to report you to any and all consumer protection agencies to include the state's Attorney General's Office. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/15/2023

  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.

  I would like to formally complain against ****************************** third party u360. On 3/30/2023 I had purchased online the product Aroma360 diffuser for $279.33. Minutes later I get a call from representative for Aroma360 pitching a promotion. They continued to glorify the product and I felt pressured to continue and before I know it they had tactfully persuaded me into purchasing a bigger diffuser that from my understanding would be the diffuser with 3 bottles for ****** for a year which sounded great. Then was transferred to a 3rd party for all the billing and agreement crap! Well after setting account up online I was floored when I saw the balance over $4000. Why would I knowingly agree to paying for something that I was charged over 300% if the amount the product is worth!!!! Very clever Aroma360! Ever since I have been trying to contact someone with Aroma360. All the emails I send the person responds with sending up the chain I havent heard from no one JUST CRICKETS. I fell like I was pressured into agreeing with this whole promotion! As of 7/31/2023 the balance on account shows $3796.44 in which I thought I was agreeing to pay $****** a month for a balance of approximately around $1400 for one year for diffuser and scents. So far I have paid $540.72 towards product which is about how much Aroma360 is advertising for. (50% off by the way). So either I can send back or they can accept the amount I have already paid for as the total purchase for product with a zero balance and agreement/contract be terminated! This is just horrendous how they ******* good working people like my self into such scammish BS. Hopefully this matter can be resolved without any further actions. ************************* Acct# ************* If any other information is need please let me know!

  Business Response

  Date: 08/16/2023

  Hello, ***** to answering this BBB complaint, audio of the client's call with the Aroma360 scent consultant on March 29, 2023 was reviewed. The client clearly understood that she was entering a 36-month oil subscription agreement. That the monthly recurring cost would be $135.18 and that she would receive 3 bottles of oil quarterly equating to 36 bottles over the 3 year term. The client was sent the agreement she asked questions and was provided accurate explanation of the agreement, then willingly and knowingly DocuSigned this 36-month agreement. 

   

• Initial Complaint

  Date:08/15/2023

  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.

  On August 22nd 2022 I placed ORDER #A195293 for a Mini360 SL diffuser. This diffuser has stopped working in under a year. I contacted customer support and they told me they couldn't help me and to schedule a call with their technical team. My call was today, Aug 15 at 2pm PST and no link was provided for the call. I contacted their chat team again to ask for a link and they ignored me. Attached are both conversations. I'd like a full refund for my order.

  Business Response

  Date: 08/25/2023

  Hello, on August 16th, the client spoke with an Aroma360 technical representative, and this matter was resolved.

• Initial Complaint

  Date:08/13/2023

  Type:Service or Repair 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 purchased a total of 3 mini 360s. The first one started making the loud noise so I purchased another unit thinking that it was something I did. So as we love the scents I bought two more units and guess what now I have 3 paper weights. Well actually not even as they are not heavy at all. To me I would say the pumps are junk. Great idea and great smell but they just dont work.

  Business Response

  Date: 08/16/2023

  Hello, we are sorry that you were having an issue with your diffuser. Our records indicate that you spoke with a technical representative on August 14th, the day after your complaint was filed with BBB. During this call, it was determined that your machine was defective and a replacement is being sent. When you receive your new devise, we ask kindly that you close this complaint as resolved. Thank you

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair 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 purchased a Van **** machine, and had to switch machines twice. I enjoy the machine however, I have received my monthly refill subscriptions and on three separate occasions. I received the incorrect fragrance. I have photos and email evidence of the incorrect fragrance received. Aroma 360 did not replace or respond to any emails regarding the inconsistency. I was promised a discovery kits with Cabana, My way and Chandlier. Once I realized I did not receive the discovery kit. I immediately reported it. Unfortunately, I received call regarding payment yet not my concerns. The 500 ML bottle does not even fill up my machines bottle. Initially my representative started out providing amazing customer service. After the sell and as time went on I am a number and a payment only. Please replaced my two to three bottles sent of wrong fragrance. Escapade, which I have never requested yet it arrived on my front porch three times. I would also like to receive my discovery set promised. This is pretty pricey. The least Aroma 360 could ensure is that I receive my correct fragrance requested on a monthly base.

  Business Response

  Date: 08/22/2023

  Hello, we are sorry for the delayed response. A representative from Aroma360 called the client but was unsuccessful connecting by phone. An email was sent asking the client to advise what time and day would be best to call her to resolve this matter. 

• Initial Complaint

  Date:08/09/2023

  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 agreed to upgrade my diffuser from Aroma360 and to purchase 36 bottles of oil. I changed my mind next business day and emailed a request to cancel. The salesman agreed to contact the refund department and they would send a return label for the upgrade stuff. That was around July 17. I have emailed and called and was promised this would be canceled but nothing. Then I called today and they said I am past the grace ******* I sent my correspondence with the salesman to them but have received No feedback. They are going to start taking payments on 8/12 and I am beside myself. I would appreciate any assistance you can provide. Thank you.

  Business Response

  Date: 08/16/2023

  Hello, In an effort to resolve this matter amicably, a representative from Aroma360's concierge team called the client on August 15th and left a voicemail message. Additionally, an email was sent to the client with the representatives direct phone number. As of the time this response is being written, we have not heard back from the client yet. Thank you

• Initial Complaint

  Date:08/08/2023

  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 sent Aroma360 USD ******** back on 5/2023 to purchase 100 scented **** diffusers. I've never received my order. I've sent several emails begging for my shipment and have yet to be ignored with no information. This deeply affected my business sales. I want to file this complaint and see if you can help me get a refund since this is theft.

  Business Response

  Date: 08/10/2023

  Hello, This morning the Director of Major Account and Partnerships for Aroma360 spoke with the client and was able to resolve this matter. We do wish to apologize to the client for the delay and any miscommunication that occurred with regard to this transaction. Once the client is satisfied, we ask that she be kind enough to close this complaint as resolved. Thank you

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair 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 spoke with a sales lady from Aroma 360 after buying a small unit and a couple of oils to just try out. She told us to send in the smaller unit and they would send me out a hvac unit to cover the whole house. She also sold us 500 ml bottle of oil monthly which is extremely overkill for our stated **** square foot house. After receiving the unit it blew through a bottle of oil in 2 weeks at which time we decided this isn't for us. Now they state they can't find any of our calls or texts to cancel their products but yet they had no problem contacting me numerous times to try and sell me their overpriced unit. THIS COMPANY IS VERY SHADY! Lied about a ridiculous interest rate that showed up, selling way more oils than people really need and lied about me not contacting them just to try to hook me into some contract. As you can see I am not the only one with a problem on here trying to get into contact with someone from this company. Cancel my account like I tried to from the beginning or I will take the next steps necessary! THEY ARE A BIG BIG SCAM READ THE BBB REVIEWS!!! I WISHED I WOULD HAVE MYSELF!

  Business Response

  Date: 08/09/2023

  Hello, The client stated that he emailed a request to cancel within his specified cancellation grace ******* however, we have not found any evidence that he reached out within his grace ************** Our concierge team, in an attempt to resolve this matter has sent emails to the client on August 4th, August 7th, and August 9th, requesting that he forward the email that he states he sent to our scent consultant.  The client has not responded to-date.

  Customer Answer

  Date: 08/09/2023

  That is completely incorrect! I told the lady that called me that I made multiple calls with no success getting through to cancel and then nobody would call me back. This outfit is beyond shady trying to give people the runaround and saying they didn't get calls when the calls do not go through. They also try to keep you on the phone while trying to get you to sign a contract you have no time to read. Read the reviews I am not the only one with this problem. BTW how can you bill someone for oils and a machine when all I received was one package of oils and one unit. You have tried to bill me without even sending me products from the first initial order. You also didn't answer the phone during the period while trying to cancel! You guys called from a completely different number to contact me about this issue. Again I want this contract canceled or my next contact will be with the attorney generals office. I will contact my ************** and have these oils tested if I have to as well!

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20437258
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************