ComplaintsforBrilliant Scents LLC

• Initial Complaint

  10/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a LX500 diffuser unit on May 24, 2023 and three fragrances. The plastic diffuser unit emits a strong bug spray scent even after trying all three fragrances. I contacted customer service who went on to talk about their more than 6K customers and stated he would sent a return authorization to send the unit back for evaluation three days ago. To date, I have not received the return authorization. The unit is defective and needs to be replaced.

  Business response

  10/17/2023

  We issued the customer a pre paid ***** return label and the diffuser was returned, monitored by our technical support tech and we determined that in fact the diffuser was working properly and no foul odors were coming out of it.  It is necessary as mentioned in the instruction manual which comes with the ALUMINUM not PLASTIC (as customer described) diffuser, that you must clean it with our KEEP IT CLEAN cleansing solution in between fragrance changes.  We do not have record the customer purchased any of our cleaning solution for the diffuser which leaves us to believe that it was not properly cleaned.  We spoke to the customer after receiving the diffuser and the customer also mentioned that she used a fragrance oil product NOT purchased from our store which is also a possibility why the diffuser may have not functioned properly for her (although upon testing it in our shop it worked 100% as it should). We did a full maintenance on the diffuser and cleaned it up and re shipped it back to her in new working condition and spoke with customer letting her know this.  The ***** tracking # for the reshipment of her diffuser is 705934108096.  

  Customer response

  10/17/2023

   
  Complaint: 20714689
  
  I am rejecting this response because:
  

  First, the vendor did not include a pre-paid Fed Ex label. What was sent to me was merely an email with a return address and no RMA number or return form. I was told by ***** to include my concerns on a sheet of paper and send it with the unit. I paid to ship the item via **** Priority Mail with tracking. Secondly, a new product should not require cleaning as the unit was barely used due to the horrendous smell. Thirdly, the problem was never about the unit functioning properly, it was about the obnoxious stench that resembles the smell of bug spray no matter what fragrance oil was used. With regards to the aluminum comment, the unit includes and requires a plastic bottle to diffuse the fragrance oil. I reject the vendors erroneous claim as I do not have the diffuser in my possession, nor was I contacted about the outcome or return shipment until I received this response. Since the vendor claims they have sold 6K of these units without any problems (hard to believe), surely a replacement can be sent. Thats simply good customer service.

  I reject this claim and will continue to post my honest review of their faulty product until I receive a refund or a diffuser that does not environmentally pose a health hazard.

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

  Business response

  10/17/2023

  Dear BBB,
  
  I am writing in response to the complaint filed by ************************* concerning their recent experience with our company, Brilliant Scents. We take customer feedback seriously, and we would like to provide a thorough response to address the concerns raised by **************************
  
  First and foremost, we want to clarify that we have always strived to ensure our customers' satisfaction, and we made every effort to accommodate ***************************** needs. The customer was provided with a new functioning unit as part of our maintenance service, even though they were out of warranty.
  
  Regarding the specific issue raised by ************************* about a "bug spray odor" or any unusual smell emanating from the unit, we conducted thorough tests on the diffuser in question. Our testing revealed that there was no such odor present, and the unit was in proper working order.
  
  Additionally, it's important to note that the plastic bottle included with our diffusers is made from PETA-approved materials, ensuring it is compatible with various essential oils. We never claimed to have sold only ***** units; in fact, we have successfully sold well over ******* units, with a typical monthly sales volume exceeding *****.
  
  To address ***************************** concerns about warranty voidance, we would like to clarify that our instruction manual and website explicitly state that using non-Brilliant Scents oil products in our diffusers will void the factory warranty. This is a standard practice in the industry, designed to ensure the longevity and performance of the diffuser.
  
  Furthermore, we contacted ************************* personally to address their concerns and offered to test the unit. After an extensive bench test, we confirmed that the diffuser was in proper working condition.
  
  In conclusion, we are committed to providing the highest level of service and customer satisfaction. We take all feedback seriously and are continuously working to improve our products and customer support. We value ***************************** business and would like to resolve any remaining concerns to their satisfaction IN REASON.  ************************* has not yet even received her diffuser back and yet still complaining it is not as she wants a resolution to be.
  
  If the customer has any additional questions or issues, we encourage them to contact us directly, and we will do our best to assist in a timely and professional manner.
  
  Thank you for your attention to this matter, and we appreciate the opportunity to address this complaint through the BBB.
  
  

  Customer response

  10/17/2023

   
  Complaint: 20714689
  
  I am rejecting this response because:

  The vendor is making false statements. Please see the attachment wherein the initial response stated they sent me a prepaid ***** label and an RMA. Secondly, Im not contesting the operation of the unit and never said the unit did not work. As stated in the initial complaint, the unit emits an obnoxious chemical smell when in use even after using three of the Brilliant Scents fragrance oils. My verbal conversations are always with ***** who answers the Brilliant Scents main line whenever I call. Frankly, I really dont care how many units the company has sold, but if so, why is it so hard to get a replacement?

  Brilliant Scents did not personally contact me, I sent several messages through their ******** Instagram and ******** accounts wherein I finally received a response after writing a negative review. With regards to the plastic comment, Brilliant Scents stated in their initial response that their unit was made of aluminum and not plastic, now they are backtracking and saying that they use PET plastic. Which one is it? 

  The product was purchased in May of this year and the vendor is already mentioning a voided warranty. What type of company stands by their product, but less than a six-month warranty? Lastly, the vendor has stated they are sending me a new unit when the initial response says they are returning the same unit and included a ***** tracking number. Which one is it, a new one or the same one?
  

  Brilliant Scents needs to stand by their products and provide a proper replacement or issue a full refund.

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

  Customer response

  10/18/2023

  Wow, the BBB closed the complaint basically in the companys favor. As a veteran, I am dissatisfied with the level of service the BBB has provided as it was of no help while the company provided numerous false statements. I will reach out to my congressional leaders to voice my dissatisfaction with your service.

*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. ↩