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    ComplaintsforIncense Waterfall

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    Complaint Details

    Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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    Complaint Status
    Complaint Type
    • Complaint Type:
      Product Issues
      Status:
      Unanswered
      Details:Date of transaction - December 18, 2023 Amount of money I paid - $53.92 *********** promised an incense burner, and one bag of incense cones at the original price. But I will get an additional free bag of incense cones if I bought two more. Each bag had 100 cones.My original order came with a broken, incense burner. They were very supportive, and sent me another incense burner. However, after receiving the second one, I started burning the cones, which were supposed to give relaxation, take away stress, be good for you. They smelled terrible, like something was burning. I could not breathe, and it took me a day to get the scent or the smell out of my house.The nature of the dispute is, I cannot use this product, and after several emails back-and-forth, with them, promising me a better cones, gift certificates, and all sorts of benefits, I told them I cannot try it again. I am a senior, and I cannot take the smell. They sent me an address and said I needed to take a picture of the tracking number and A picture of the receipt from the post office. I did this as well as sending them a picture of the package. They told me I would not be reimbursed until the package was received at their facility.I use the address they gave me, and today the package was returned to me with a big sticker on it, that the facility was vacant, and it could not be returned. I immediately called them, and sent them a picture of the package. I told him I wanted them to send me a paid. Return label, when I was informed that they do not do that. I was on the phone with them for a good 20 minutes, when all of a sudden it went silent. Ive already spent $20.05 to send this back to them, and now it was returned to me. I am now out of over $70.Account: *************************** Order number: 200534A260 Tracking number: ************************** Advertising: I saw advertising on television, As well as it came up on my phone when I got weather updates. I definitely think its false advertising. Nothing pleasant about these scents. They caused me stress and anxiety! Any help you can give me will be greatly appreciated. I also have multiple emails that I could supply to you if you should need them. Im going to upload some information on the mailing address they gave me, and proof of my post office transaction.
    • Complaint Type:
      Product Issues
      Status:
      Unanswered
      I ordered the Inscents Waterfall inscence burner online and upon checkout was urged to also purchase the scent cones I believed were included. I declined and was expecting to have to continue checkout (so I could cancel the order) except the order was processed and said purchase complete and I would receive an email with order number, tracking information, etc. I immediately emailed the company cancelling my order. They did not cancel the order and I received the item a few days later. As the cones were included I decided to try it out. The scents were horrible and smelled exactly like cigarette smoke. I had tried 2 scents and both were the same smell. There also was no waterfall effect while the incense was burning. I emailed the company asking for instructions to return the items for a full refund. Instead I got a response asking if I used the cones correctly and offering to send me better cones. My emailed response again asked for instructions for returning the item for a full refund. Their response email simply offered me a $100 gift card for more scent cones from them, of a higher quality. I responded with an email that again, all I want is a full refund and instructions to return the items. I also stated I would dispute the charge with the credit card company, file a complaint with the BBB and post reviews on every available platform about their terrible product and shady business practices. I truly believe they lie about their 100% satisfaction guarantee and are simply planning to keep dodging me until I give up or the 60 day return window runs out. So here I am filing my complaint with you, the BBB, and I see I am far from alone. Company is: Inscents Waterfall Thank you, ***************************.
    • Complaint Type:
      Service or Repair Issues
      Status:
      Unanswered
      I ordered the waterfall and incents on Dec. 18th. I have been in contact with the sellers several times and get the same exact response to how sorry they are and they are working on it. Blah blah blah. 11 email exchanges. Either give me the product or refund my money.
    • Complaint Type:
      Product Issues
      Status:
      Unanswered
      I paid for seven of these waterfalls on December the 8th 2023 they were supposed to be shipped out 1228/23 I still have not received them and they will not give me a refund they don't even know where they're at people need to know that just cuz you see something on television does not mean you're it is what it is this is a ripoff company.
    • Complaint Type:
      Delivery Issues
      Status:
      Unanswered
      Placed an order for $48.76, They sent a confirmation to me for this amount. I was notified by my charge several charges were processed by them totaling *****. I immediately called them to say I only ordered $48.76 and declined all other offers. First call ******* said there was static on the line (sounded fine to me) and hung up. I tried 2 more times and there was no answer. I emailed the customer service to say the same. She broke down the ***** including items I did not order. I again replied the additional items were declined. No reply from customer service. Have not received this order yet, but supposily they shipped the items that I did not order. Confirmation for this shipment came the next day. I requested they credit my account for the **** insurance and ***** for extra incense that I had declined to add to the order. I have not heard back from them and will continue to try and reach them
    • Complaint Type:
      Delivery Issues
      Status:
      Unanswered
      I Ordered a inscents waterfall on 12/9/23.They gave me a tracking number and email for contact info. Email is no good. Can't get a live person on the phone. At this point I want a refund.
    • Complaint Type:
      Sales and Advertising Issues
      Status:
      Unanswered
      10/30/2023 IT STATES ON TV EASY RETURS ALSO I ODERED 2 ONLY GOT 1 PACKAGE OF INCENSE CONES THE OTHER BOX HAD NONE IF I ODERED THEM SEPARTE I WOULD OF GOT THE 100 CONES IT DOSNT STATE THAT ON TV FOR THE RETURN THEY DONT SEND A RETURN LABEL I HAVE TO PAY FOR BOTH ITS NOT A EASY RETURN AS THEY SAY ON TV PLUS THEY DONT SAY ONLY 1 PACKAGE PER BOX IF I ODERED ONLY B ONE THEN GO BACK AND ORDER ANOTHER ONE I WOULD OF GOT THE OTHER CONES ITS A SCAM AND BAD CUSTOMER SERVICE
    • Complaint Type:
      Product Issues
      Status:
      Unanswered
      I don't have the original date on my print out .It has been over a month and a half. I have the order #C54CD5640E. I have called 4 times now. The 3 prior times it was lost so the last time they offered me a $100 gift card for my troubles which I never received and a escalation to ship out immediately. One week later the woman answers the phone and same woman I talked to the last two times. But today her name was Princess. * asked and she put me on hold to check my order and surprise it was lost again and offered me a 30% discount. I said I want a refund and I want it now, She said it will take a few days to process. *ou need to shut these people down. I thought since it was on TV it would be legit, It isn't and you need to do something!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
    • Complaint Type:
      Delivery Issues
      Status:
      Unanswered
      Made a purchase order on October 6, 2023, when I called to check on the order, was advised by Incense Waterfall I would receive a link to track the order. I NEVER received the link, I was then given (after a number of calls) a tracking number that was NOT USP, but ***** When **** was contacted, the tracking number was right, but they had no information about the item being shipped. **** advised me to fill out a customer service request to begin a search for said package to which I did. It's now the 30th of October 2023, and no package has been received! And the ************* ************** has informed me that no item has been received into their warehouse for delivery to my home. And I have yet to hear from ANYONE from Incense Waterfall regarding this horrible customer service. When I asked the customer service agent at ********************** for the names of her managers and supervisors, she told me that " that information was confidential " and would not give it to me. I don't understand how this type of business with this track record is allowed to rip people off with NO consequence.
    • Complaint Type:
      Service or Repair Issues
      Status:
      Unanswered
      I didn't complete sale but was debited the amount from my account. Called company, explained problem and all they wanted to do was send me a 100 dollar coupon for more useless stuff. I WANT MY MONEY!!!!!

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