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Aroma Concept USA

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 29 total complaints in the last 3 years.
  • 23 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/12/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Here is my most recent communication to the company, which outlines the terrible product that this company continues to sell and the horrendous customer service that many are receiving.Let me clarify what should already be obvious: I returned the damaged item exactly as instructed. And yet, instead of receiving the refund I was told to expect, I was scolded for returning it because now, apparently, it posed a safety risk and should not have been sent back.Which is it?Your process is not only contradictory, its utterly careless. I followed your directions in good faith, and now Im being blamed for doing so while still waiting for my refund. This is unacceptable.Ive upheld my end of this transaction. The product was damaged. I returned it. You now claim I shouldnt have but that doesnt change the fact that your team provided those instructions.Enough with the mixed messages. Issue my refund immediately and confirm once it has been processed. I expect this resolved without any further excuses. Also, this smells like complete pesticides and you mentioned that you have had so many customer complaints about this perfume called oh honey. Let it be clear. I will make sure that everybody knows that not only do your fragrances stink terribly, but that you guys are a terrible company to work with.

  • Initial Complaint

    Date:05/07/2025

    Type:Product Issues
    Status:
    Unanswered
    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 bought tons of their products but never again! I ordered a "mystery box" during a live, they kept saying how many they had left so I KNOW the product I really wanted that was in this box the "dubai choclate" pr box its the whole reason I ordered! I then saw about two days later on my Tiktok tracking that a label was made and waiting for pick up. that was April 17 it is now May 7 and I have no products! I hvae reached out many times and its alwsys an excuse! Now it finally shipped but they told me I would not receive the perfume I bought the whole box for will not be sent out till after May 1st! I then asked I i would be getting my other products to which they said " ask Tiktok"I have spent A LOT of money with this company but I am offically done. I even blocked them on Tiktok so I would not be tempted!

  • Initial Complaint

    Date:05/02/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 4 items from aroma concepts. I did not like one (originally) and needed to return. I asked for a return extension originally because I didnt have access to a printer for the label. They said no but when I asked what happens if I send it back after the return date? They said you reopen the ticket. Ok so I send it back (tracking number below) and I am still awaiting a refund. They keep telling me to contact TikTok which I did TikTok tells me to contact the seller. None are helping, Only telling me that they cant do anything. Im livid and I want my money back and more for this inconvenience. Side note: I ended up keeping only one item. I sent one back, I resold one on my Own and the other I threw in the trash. It just wasnt good and since it was long after the return date. And having this experience I just trashed it. The total order was $195 and Id like To be compensated as close to that or more. (The perfume in question is $50 tho but I need more)Ive saw other videos of people with this same experience they need to change their system to better service the customer. Imagine if god forbid something happened and the customer was injured or hurt in a way where they couldnt make a return on time these people just keep the money because theyre system doesnt allow it absolute insanity. Please help!

  • Initial Complaint

    Date:04/24/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 had made one order buying a bottle of Fridah I believe it is called which I liked. So I try to order a candle they list on site and order gets cancelled because it can't ship apparently? I should have listed to this red flag because I ordered a sample box and found all four fragrances smelled like the other bottle I bought and each other with nothing unique and are mostly alcohol with the tiniest fragrance oil and also make you break out DO NOT waste money with these scammers

  • Initial Complaint

    Date:03/27/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 bundle set that consist of 2 perfumes. I ordered it on March 14th and they still have not shipped out my order. I contacted them and they told me 3 separate lies. They told me it would ship out by the 26th, never happened. They said it would ship out the morning after. Never happened. Now I am being told the item is in stock but I have to wait another week for it to be shipped out. At this point I just want my money back

  • Initial Complaint

    Date:02/20/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 order a fragrance on 1/16/25 for a total of $47. I received an email the same day an estimated time for delivery is 6 business days. I reached out to the company on 1/30/25 for an update. I had to send 2 additional emails and finally received a response stating that the perfume was on back order. I reach out to them on 3 times with no response.

  • Initial Complaint

    Date:02/13/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Missing item. attempts to contact customer service with almost impossible ways of proving you didnt receive the items. They stick the shipping receipt onto the box so when they ask for the actual box details thats stuck inside the box and it has already been shredded. They dont honor their receipt.i have sent picture and order detail and no feedback to fix the mistake.

  • Initial Complaint

    Date:02/12/2025

    Type:Product Issues
    Status:
    Unanswered
    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 made a 2 purchases through aroma concepts website on 1/18 during a TikTok live. I received them on 1/29. As per website instructions, to start a return you need to send an email to their customer service. I have sent 3 emails and multiple text messages through TikTok which is the way they contacted me asking me for my order and tracking numbers, which I provided within a few minutes of receiving the text messages. As of now, I have texted them on seven different days asking for updates and for instructions on how to proceed with my return. So far, theyve only replied twice telling me they will get in touch with me when they have updates. Last message from them was four days ago, and since then they have a read my messages, but have not replied. The return policy states that returns should be made within 14 days of delivery. It has been 15 days since the order was delivered and 15 days since I first contacted them with no avail. At this point, it is clear that they are purposefully ignoring me so that I am unable to initiate a return.This only supports others peoples claims that their business practices are unethical as they do not truly follow the return policies that they themselves have established.

  • Initial Complaint

    Date:02/01/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 January 25th, 2025, I made an order on Aroma Concepts (AC) website during their sale for Lunar New Year (order number ACUSA93449) This order has 3 perfumes:* 1 bottle of ******************* bottle of Veterans Oud * 1 bottle of Small Sweet Heaven I received my package today and the small Sweet Heaven was not included. Nor was I refunded or co.municated that they were out of stock. I bring this to BBB because on AC's TikTok account they did something similar to an order I made during one of their live shows and it took days to get a response and a refund. AC customer service is lacking and their business practices are not ethical and should be known. I will be waiting for an explanation and refund for part of order ACUSA93449 if they don't plan on sending my small Sweet Heaven purchase.

  • Initial Complaint

    Date:01/24/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Bought some perfumes on TikTok shop and didnt like them, and the seller claims they offer free returns. Not in this case, so I shell out $10 to return them. The return address I was given was fake, the seller refuses to work with me beyond call ***** ask why they didnt deliver. I tried emailing them from their site, Ive left reviews explaining whats going on, I even went in their live asking for help! Nothing. No phone number either. TikTok shop support has been unhelpful, they keep saying the return tracking is still in transit. The package was returned to me for an invalid address a week ago, so no, its not in transit I promise. Next Ill be contacting my bank. So if nothing else, Im hoping putting my experience here will help someone not have the same one

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