Complaints

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:10/02/2024

  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 ordered a scent diffuser and laundry pods. I was unaware it was a subscription. I have tried every month for 4 months to cancel. I have filled out their customer service form at least 20 times. They have never responded. I just want to find a way to cancel the subscription

  Business Response

  Date: 10/25/2024

  Hello, 

  We apologize for the delay in taking care of this, we can confirm that the customer's subscription was fully cancelled. We've issued a gift card as courtesy to hopefully help compensate for the inconvenience the customer had. 

  Best, 

• Initial Complaint

  Date:10/02/2024

  Type:Customer Service 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 defuser from this company, and without my knowledge, they charged me $60/ month for an oil subscription I was unaware of. Attempted to cancel the subscription 6 times over the phone and was informed each time that they processed the cancelation. I continued to get charged so I was forced to contact the credit card company which was finally able to cancel on my behalf. Most recently the device I purchased stopped working, I spent a total of 6 hours on the phone to finally get a replacement, the replacement they sent me was a lesser model and did not work. 3 weeks now I've been contacting them to have a new replacement sent for the broken replacement. I have been hung up on 6 times and spent a total of 4 hours on hold before I get hung up on again, and again.

  Business Response

  Date: 10/25/2024

  Our team is dedicated to assisting with product concerns and follows a specific protocol to ensure the best outcomes, especially when addressing defective items. Our team guided the client through these steps, resulting in the replacement of the unit by our Tech Support team. As requested, the subscription was also successfully canceled.

  We value all customer interactions and strive to maintain respectful and constructive communication.

   Best, 

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22369695
  
  
  I am submitting this formal complaint regarding the ongoing issue with Hotel Collections which has yet to be resolved after multiple attempts. My initial replacement was defective, and despite receiving a second replacement unit, it too is broken. Not only does this replacement fail to function, but it is also a cheaper model than the one I originally purchased, further exacerbating the situation.
  The most frustrating part of this experience has been the consistently poor customer service. I have spent over seven hours on the phone attempting to resolve this issue, only to be repeatedly disconnected without any meaningful progress. The lack of professionalism and respect for my time has been appalling.
  I have clearly communicated my desired resolution, which is both fair and reasonable given the circumstances. Specifically, I requested that a Penthouse diffuser model be sent to me at no charge, along with replacement for the six $60 oil bottles that were ruined by the faulty unit. Despite clearly outlining my expectations, my request was denied.
  Given the multiple failures in your product and service, I believe I am entitled to the compensation I have outlined.
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 11/12/2024

  We're sorry to hear that the replacement diffuser is not working. We've reached out to our **************** Manager and we can confirm that she will be reaching out the customer and reach an amicable solution. 

  Best,

• Initial Complaint

  Date:10/01/2024

  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.

  UNSOLICITED CHARGES AND LACK OF SUPPORT TO CANCEL SUBSCRIPTION.This dispute is against Hotel Collection LLC (************************); billed as SP HOTEL COLLECTION on bank statements. I have been trying to cancel my active subscription with Hotel Collection / Aroma360 for several months now, but there is absolutely no way to stop the payments. Despite relentless attempts to reach out via email, phone, and online chat, I have been completely ignored. Hotel Collection continues to charge me every month, even after receiving a new card number. Their refusal to respond to my cancellation requests and my efforts to resolve this issue demonstrates a complete lack of integrity and professionalism. I previously filed a complaint with the BBB on August 5, 2024 (ID *********. I have attempted to contact Hotel Collection for cancellation since July of 2024, and they have been completely unresponsive. I have reached out via: Email: No response; Phone: No response; Chat: no response or service is unavailable. This has caused me unnecessary financial strain as they continue to take money out of my account without my consent. Their tactics appear deceptive, and I feel trapped.This situation has been frustrating and financially burdensome. I am reaching out again because all other attempts to resolve this matter directly with Hotel Collection have failed.

  Business Response

  Date: 10/24/2024

  Hello, 

  We're currently experiencing a higher-than-usual volume of inquiries, which has resulted in a delay in our response time. Please know that we are actively working to improve our processes and ensure a better experience for our customers.The customer's subscription has been fully cancelled as requested and a refund for the orders placed in August and September have been processed, we apologize for any inconvenience this may have caused. 

  Please find proof attached,

• Initial Complaint

  Date:10/01/2024

  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 this diffuser in September of last year. Its barely a year old and is leaking oil out of the base. ********** The unit has never been dropped or knocked over. I have taken excellent care of it. I paid a lot of money for a unit that I now cannot use. Im fortunate I noticed before it could leak out on my wood furniture.

  Business Response

  Date: 10/24/2024

  Hello,

  We take all customer feedback seriously and aim to provide a thorough explanation of the situation.The customer placed her order in September 2023. She informed us of an issue with the diffuser more than a year after the purchase. Our standard warranty for this product is 90 days, and unfortunately, the warranty had already expired by the time we were notified.

  Despite the warranty being outside the coverage period, we take customer concerns seriously and, depending on the circumstances, may offer replacements on a case-by-case basis. In this instance, after reviewing her account, we noticed that the customer had only purchased two essential oils from us, which suggests that the diffuser may not have been used frequently. Lack of use can affect the performance of the diffusers motor. Additionally, we cannot verify if other oils were used, as non-compatible oils can sometimes cause damage to the device.

  To accommodate the customer, we offered a replacement at a discounted price. Unfortunately, the customer declined this offer. As the warranty has long expired, this is the only resolution we can offer at this time. We have also provided the option to purchase a new diffuser at the discounted price of $99.

  We believe we have acted in good faith and provided a reasonable solution given the circumstances. Please let us know if further information is needed.

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22367409
  
  I am rejecting this response because: The claim that I did not use the device properly or frequently enough is frankly untrue. I used the device daily during hours I was home. The oil bottles were still full after months of use. Also, there is a low setting at 2 hr intervals on the device which I utilized. There is no warning or information included with the device that states low use of the device can damage the electrical components. 
  

  Again, I have no interest in investing more money in a device that costs as much as this does with oils that cost in the $30-$50 range with only a 90-day warranty. The solution of a discount or joining their subscription service is not a solution. At this point I am not interested in a refund or dealing with this company any further. My intent is to share publicly my experience with this device as a warning to anyone considering the purchase of one. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/01/2024

  We would like to thank the customer for sharing additional feedback. We understand the disappointment and concerns regarding the diffusers performance and our warranty policy. Please know that we value every customers experience and strive to be transparent and fair in all interactions.

  Our goal is to provide a positive experience for our customers, and we regret that our product and proposed resolution did not meet her expectations. As mentioned, our warranty period for this diffuser is 90 days. While we understand the customer's perspective regarding usage and product life, warranties allow us to maintain consistent support for all customers.

  We value every feedback received on the product and warranty terms, and we will share this comments with our quality and product teams. Customer insights are essential to improving our offerings and ensuring clarity in our product information. While we respect her decision regarding further purchases, please know that our team is here to support if the customer has any future questions or agrees to purchase a diffuser at a discounted price.

• Initial Complaint

  Date:10/01/2024

  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.

  This is the wrost product ever - I need a full refund and they will not give it to me. My product broke, I sent it back under warranty and have yet to receive my replacement.

  Business Response

  Date: 10/24/2024

  Hello, 

  We're so sorry to hear about the delay with the replacement order. Our team has shipped out the replacement diffuser, in addition, we'd like to confirm that the customer's subscription has been cancelled as requested. 

  We've also sent a courtesy gift card. 

  We will remain attenive to the customer's comments, 

  Customer Answer

  Date: 10/24/2024

   
  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,
  
  ******* Kages

• Initial Complaint

  Date:10/01/2024

  Type:Sales and Advertising 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 fragrance difuser from Hotel Collections (Aroma 360) with a fragrance subscription. This difuser worked for about 30 days then began leaking. I spoke to tech support, did their required trouble shooting and they ***laced the unit. This new one worked for about 3 weeks so I am today calling back for a ***lacement or refund and their "warranty" on a ***lacement is only 14 days instead of the original 90 day warranty. They refuse to let me speak to a manager I spent over 2 hours on the phone trying to resolve. I was passed from one person to another with no resolution. I had another issue with a second purchased difuser that is now also not working. Since it was not ***laced before they honored the 90 day warranty and are ***lacing it. HOWEVER that first unit that was ***laced, they now insist that I purchase another if I want one. They will not ***lace or refund. I had one customer service *** offer to ***lace them BUT I need to return it first and only if it was in the original packaging with all manuals. I pay shipping. I dont have the original box so now no ***lacement. This is unacceptable business practice. I paid good money for these items and now am not getting a ***lacement within their advertised 90 day warranty. They bumped it down to 14 days because it had to be ***laced.

  Customer Answer

  Date: 10/16/2024

  I wanted to let you know that a few days after the initial report the company agreed to replace all of my devices and gave me complimentary fragrance bottles. I dont know if this was due to your report to them or if they just decided to do it. Regardless, I think this can be closed. Thank you very much for your support!

• Initial Complaint

  Date:10/01/2024

  Type:Order 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 ordered a 3 month promotion in June 2024. The product is absolutely terrible so I tried cancelling but was told that I needed to wait out the 3 month period. I figured that it was my mistake for buying such a terrible product and I would just **** up the 3 months. The 3 months have passed and I am now trying to cancel the product to no avail. I am trying to reach customer service but there are extremely long wait times and I simply do not have time to wait for hours on end to cancel a subscription that I am no longer obligated to.

  Business Response

  Date: 10/23/2024

  We're currently experiencing a higher-than-usual volume of inquiries, which has resulted in a delay in our response time. Please know that we are actively working to improve our processes and ensure a better experience for our customers. It is important to note that part of the conditions under this promotion is the following:

  
  1. General. Hotel Collection (HC) is offering a free Wireless Pro diffuser (HC Device) or $99.95 Studio Pro diffuser (HC Device) when you subscribe to a monthly fragrance Pro-Pod subscription for an additional 3 months after the initial purchase (the Offer).

  *********************************************************************

  The customer's subscription has been fully cancelled as requested since she completed the 3 month commitment. 

  Please find proof attached,

  Customer Answer

  Date: 11/07/2024

   
  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

  Date:10/01/2024

  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 have canceled all orders and demanded the vendor cancel, refund, and never charge my card again. They have confirmed in writing but continue to charge my card every other week. They are a scam. Their products do not work. They have abusively charged my credit card repeatedly and they need to stop and be shut down!

  Customer Answer

  Date: 10/01/2024

  This company is a total scam.Just look at these reviews.

  Business Response

  Date: 10/24/2024

  Hello, 

  We're currently experiencing a higher-than-usual volume of inquiries, which has resulted in a delay in our response time. Please know that we are actively working to improve our processes and ensure a better experience for our customers.The customer's subscription has been fully cancelled as requested, in addition a refund was processed for the transactions. 
  

  Please find proof attached,

• Initial Complaint

  Date:09/30/2024

  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.

  Order was placed for a special that was a free diffuser with the agreement that you bought a 3 month subscription. The diffuser never came, after back and forth with the company they told me to file a **** complaint however no insurance was purchased for the package so I am just out of the money and still have an active subscription that they wont cancel.

  Business Response

  Date: 10/23/2024

  Hello, 

  We're sorry to hear about the issue the customer had with her order not being delivered. We can confirm that our team sent a replacement for her product, in addition, we've issued a $60 gift card to hopefully compensate for the inconvenience. We will remain attentive to the customer's comments. 

  Best,

• Initial Complaint

  Date:09/29/2024

  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.

  Unable to cancel subscription. Contacted customer service. No help. No reply. Website does not allow to customer to cancel.

  Business Response

  Date: 11/11/2024

  We're sorry to hear that the customer had difficulties when trying to cancel her subscription. We can confirm that the subscription has been cancelled. In addition, we've asked our team to process a refund for the transaction made in September which is when the customer initially made the cancellation request. 

  Please find proof attached,