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:05/14/2025

  Type:Product 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've been trying to get resolution since 31 Mar. "I was unable to find a tech local to my area that is willing to install the diffuser into my **** system. We have two units and the liability and risk of long term issues such as build up on the evaporator coil, blower motor, or ductwork surfaces. Another issue is the lack of synchronization with the **** system. Unless the diffuser is wired to turn on only when the blower runs (which requires additional electrical work), it could release oil into stagnant ducts when the system is off. This might lead to oil pooling, uneven distribution, or excessive concentration that could stress the diffuser itself or the ****. Aroma 360 suggests keeping the fan on continuously for optimal performance, but this increases energy costs and wear on the systemsomething homeowners might not want." Also not an option as running the blower continuously is not an option and actually causes more mold issues due to humidity ... "Installing one involves drilling into ductwork, routing tubing, and sometimes integrating it with the systems electrical controls, which isnt standard practice. Second, theres a liability concern. If the diffuser causes damagesay, a clogged coil or a voided warranty on the **** unitthe tech could be blamed"Therefore, I would like to proceed with a return and refund to my original payment method please and thank you. " Then they sent out a replacement and i returned a device and the tower pro arrived. The base didn't fit and i requested again for my account to be closed and for them to send me labels so I could return all their equipment, which I did and confirmed delivery. This was on April 30th and I followed up again May 10th via phone and email only to be told ********* **** would call me back. No one called me back. I called again today 5/14/25 and again was informed someone would call me back. I keep following up and and feel that i am getting the run around. I want my contract to be voided.

  Business Response

  Date: 05/16/2025

  We thank Mr. ********* for the opportunity to address this matter.
  
  After a thorough review of the account, the return shipment was successfully received and processed and we can confirm that the contract was cancelled within the ***** period and no further obligations remain. 

  Customer Answer

  Date: 05/19/2025

   
  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:05/13/2025

  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.

  New subscription with this company last summer. Received the machine and initial bottle of oil. Oil leaked everywhere and contacted the company. They sent another bottle of oil. Still leaked and diffuser stopped working. Contacted the company and they said that happens if in too large of and area and tried to upsell me for a larger unit. Square footage limitations were never mentioned in the ad. Called again, tried to trouble shoot. Diffuser leaked oil again. By this time, I contacted them about cancelling my subscription and to return their machine. Told me they couldn't do that. Also mentioned it was so strong (maybe from the leaking puddles in such a small area) that it was making me congested and giving me terrible headaches. Their solution was to send me a sample of a few scents. Again, tried to explain the machine didn't even work and i wanted to cancel. They then had a representative call me and try to upgrade this subscription to another that was several thousand dollars for the year. NO thanks. ****** me. They credited me for the bottle and that was the last I heard of it. Last week I got an email that they are preparing my order. I reach out and through the course of 7 emails still am not able to cancel. Tell the woman that I also flooded in ****** and lost all my belonging and no longer even have the diffuser which didn't work anyway. They gave me three options. Pay for three bottles to fulfill the subscription (once again explained that the diffuser never worked and i no longer had it) which was then responded with buy another diffuser or pay ****** to end the subscription early. There is a whole ******** group dedicated to this scam company. Diffusers apparently stop working for most and they won't cancel the subscriptions or respond. I have contacted my ********** and can dispute whenever they try to charge but am hopeful you can resolve this and get this subscription cancelled.

  Business Response

  Date: 05/16/2025

  We thank Ms. *** for the opportunity to address this matter.

  The subscription has been officially cancelled, and no further shipments or charges will occur. 
  

  Aroma360 makes every effort to support customers in finding the best solutions possible for their space. We want to apologize for any miscommunication or misunderstanding by our representatives in dealing with this customer, as they have clearly had some extenuating circumstances that are out of their control. We want to clarify that no scam has or is taking place. Aroma360 is proud to serve many hundreds of thousands of satisfied clients across the country, who have successfully enhanced their spaces using our scents and diffuser systems.

  
  

  Customer Answer

  Date: 05/19/2025

   
  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:05/09/2025

  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.

  On 3/20/2025 we purchased 2 Villa Scent Diffusers, an HC Studio Pro, and a 3L bottle of oil (receipt attached). The purchase was received and used one time on 4/1/2025. One of our employees had a severe allergic reaction and the items needed to be returned. I was told, "No problem." I was sent a ***** label (attached) and told to send everything back, the oil included, then to track the shipment, and send an email to Concierge Team ********************************** when the shipment had reached them. The confirmation of receipt is attached. I sent them the email on 4/14. No response, no refund. I called on 4/25 to get the status of the return 2 phone calls to 2 different numbers and my call was finally answered. I was assured that I would receive a refund in 5-7 days and get an email confirmation by the following Monday. Nothing. I called on 5/2 was told that I didn't return the oil, and that was holding up the refund. The package I returned weighed .2 more than the package they sent. I returned the oil. I was told that I would get confirmation by the following Tuesday. No email, no return. I called again today and was supposed to receive a phone call from a manager by 12:15 pm. No phone call, no email. Other than *******, who is powerless to give the refund, but is at least helpful, this is the worst customer service I've ever experienced. It is clear they are not going to give the refund, have lied about receiving the oil, and the lack of communication and transparency is staggering. I have spent hours attempting to get this refund and am demanding a full refund, and the restocking fee should be waived for the hours I have spent doing what should have been done weeks ago.

  Business Response

  Date: 05/15/2025

  We apologize for any delays experienced during the return process. Once the package was delivered and unpacked, the receiving team stated that the oil was missing, causing a delay in the refund.  For one reason or another, the package did not make it back to the company fully intact. This discrepancy delayed the refund.
  
  Nevertheless, in an effort to bring this matter to a close, we have issued the refund in two separate transactions. Please note that restocking fees are standard for returned items and will not be waived.
  
  We now consider this matter resolved and respectfully request that the BBB do the same.
  

  Customer Answer

  Date: 05/15/2025

   
  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:05/07/2025

  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.

  When I signed up, I asked if the oils are natural essential oils; I was told yes. I hooked up the machine and immediately my entire family started having headaches. Then, my son started getting sick. I reached out and was given the runaround. I called and was told Im outside the ***** period and cannot cancel. I asked when I can; the guy couldnt answer my question. I said so when can I cancel or am I in this for life? He said you cant ever cancel. I offered to send the machine and all of the oil (unopened) back. I called and spoke to someone else who told me I am in it for three years. I need this canceled and I will send everything back. The machine was used for a few days. I dont want a refund or any kind of compensation; I just want my account to stop being drafted.

  Business Response

  Date: 05/13/2025

  We thank Ms. ****** for the opportunity to address this matter.
  
  The client's account has been thoroughly reviewed, and based on the specifics of this case, the clients request has been approved. Attached is a return label for the diffuser and all unopened oils. Once all items have been received and verified by our team, we will proceed with the next steps in the process.
  
  In response to the concerns raised about oil safety, all Aroma360 fragrances meet the highest safety standards in the industry. They are paraben-free, vegan, cruelty-free, phthalate-free, and petroleum-free. Our oils are manufactured in accordance with the Toxic Substances Control Act (TSCA) and are fully compliant with VOC guidelines set by the ****************************** (****). Furthermore, our products are free of carcinogens as identified by the *************************** (***), the ******************************************* (****), and the ********************************************* (OSHA).
  
  These oils are composed of the finest plant-derived essences and pure essential oils, known for their anti-bacterial, anti-viral, and anti-fungal properties. They are safe for use around people, pets, and plants. While most individuals do not have adverse reactions, sensitivities can varymuch like exposure to perfumes or flowers. 
  

  We look forward to receiving the returned items and completing the process accordingly.
  

  
  

  Customer Answer

  Date: 05/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ************ find that this resolution is satisfactory to me. I will send the equipment back before the end of this week. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/05/2025

  Type:Delivery 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.

  Date of transaction= March 15 Refund due= $838.93 On April 15, the business committed to a full refund within 3-5 days. The dispute is due to false and misleading contract/warranty The business has done nothing but avoid my calls and emails since they offered the refund.

  Business Response

  Date: 05/06/2025

  We thank Ms. ******** for the opportunity to address this matter.

  The company apologizes for the delay. As of this response, all refunds associated with the returned merchandise have been successfully processed.
  

  Should Ms. ******** have any further questions, the company remains available to assist.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23288033
  
  I am rejecting this response because:  I have 3 transactions on my credit card that are still not refunded. All transactions took place on March *********************************** 6358, $258.87, $378.48 and $201.58. I have provided the proof. If a full refund has been issued please provide me with the proof. 

  Transaction out of my bank account that ends in 9888 of $250.00 on March 17 and refunded on April 21 in the amount of $250.00. Taken care of and satisfied. 

  
  Sincerely,

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

  Business Response

  Date: 05/09/2025

  All refunds have been successfully processed for the returned merchandise, and copies of those return receipts were automatically emailed directly to the customer upon processing. 

  For reference, attached are copies of those emails.

  We consider this matter fully resolved.  Thank you!

  Customer Answer

  Date: 05/09/2025

   
  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:05/03/2025

  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.

  Last night I purchased 2 diffusers and 2 bottles of oil. Then I received an SMS saying I couldn't apply a promo code and needed to call a number to have the amount credited. I called, and a lady told me that the oil I am buying doesn't work with those diffusers (something IS NOT EXPLICITLY SAID ON THE WEBSITE) because of this misleading practice, they are calling customers to let them know. But since I was a good customer, she was going to send me a machine that DOES work with the oils. I told her I don't want the bigger machine because it is more expensive than the regular one, and she said that she was going to send me one for free and lock the oil price for 2 years, but to access this promotion, I needed to fill out a form. She sent me a link to Aroma360 with a form that asked for my social security number, annual income, etc. I found this suspicious, so I asked if this is some sort of membership because I AM NOT INTERESTED in receiving oils every month, and she said that yes, to receive the machine for free, I need to become a member. I said NO, and she said I can purchase the machine for more than $900. I said no and that I wanted to cancel my order because if the oils are not going to work with the machines, it doesn't make any sense to make the purchase. She said that the previous model (the one I already have at home) DOES work with the oil, but the new generation of machines DOESN'T. They want you to purchase pods that are more expensive and more damaging to the environment because of the excessive waste. I asked again to cancel the order, and she said she could not cancel and gave me the phone number of customer service instead. I called customer service, and a robot told me they cannot cancel the order because I am outside the time frame (less than 24hrs after submitting the order). Now I have to wait for the items to be delivered and then return them and pay again the outrageous amount of shipping they charge. This is a scam!!!

  Business Response

  Date: 05/05/2025

  We thank Ms. ********* for the opportunity to address this matter.
  
  The order was placed on May 2nd, and our team reached out to the customer on the following day to ensure the correct pairing of oils and diffuser. The oils selected by the customer during checkout are NOT compatible with the diffuser purchased, as clearly stated on the website. This information appears on the product page alongside the diffuser and shows the Pro-Pod compatibility notice, which was visible at the time of purchase. A copy of that disclaimer is attached to this response. 
  
  The scent consultants outreach was part of the companys standard procedure to help customers avoid receiving the wrong oil/diffuser combinations. In this case, it was only identified because of Ms. ********** communication with one of our scent consultants. 
  The company representative educated the customer that the items they purchased are not compatible with one another and offered an alternate and more cost effective solution, which the customer declined. 
  
  Allegations of a scam are categorically false. There is nothing deceptive here or anywhere during our purchasing process. Additionally, accusations regarding the company promoting product waste and wanting to damage the environment are not only inaccurate, but they are unfounded and nonsensical. The company continues to serve many hundreds of thousands of satisfied customers and remains committed to transparency and service. 
  
  In regard to Ms. ********* wanting to cancel the order she placed online, this is only possible at a certain point during the fulfillment process. Once the order has been picked and packed, there is nothing we can do to stop the shipment from being sent. With that said, if the customer wishes to return any ordered items, she may do so in accordance with any return or refund policies listed on the companys website. 
  
  

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23283772
  
  I am rejecting this response because:

  - When I receive the *** it clearly says that is because I missed a promo code (see enclosed). When I talked to the lady there was not promo code. She never gave me one. It is a scam to sign into a program. She never said I was going to be charged every month for oils in exchange for the "free" machine. I asked that when I realized it was a credit application. I told her I buy the oils once a year because of the expensive shipping and she agreed with me that is very expensive. So it is not a cheaper option as the response says.   

  - She contacted me because she saw I bought the oils. I was the one who said I planned to use the oil in the machines (in fact, one was supposed to be a gift for a friend). And this is when she said the oil I purchased is not compatible with the machine. The "old" version is the one that can be refilled with the oil (that is the one I currently have and I am very happy about it). The "new" machine only uses SINGLE USE bottles that cannot be refilled. How this is not creating waste or pollution? if you ****** the damages of single use bottles for the environment you can find plenty of evidence on this (see enclosed).

  - The reviews of this new machines are very bad in amazon (see enclosed). It was my fault for not checking there first before placing the order. I had a good experience with my "old" machine but this single use one it is definitely not what I was expecting. 

  - The items where not picked or shipped on Sunday (less than 24hrs I placed the order).  Yesterday the shipping label was created. So the fact that you can not cancel the order BEFORE it is shipped is also an abuse to the customer. 

  Sincerely,

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

  Business Response

  Date: 05/09/2025

  We thank Ms. ********* once again for the opportunity to clarify the matter.
  
  The offer extended during the follow-up call was not a scam, but rather an invitation to receive a free diffuser a fully optional membership that includes a complimentary diffuser and discounted oil, with shipping and tax included in the monthly rate. This program is designed to benefit customers who consistently scent their space and seek long-term savings. 
  
  It would be safe for the Company to assume that oils purchased on the website will be used with a diffuser. As part of our effort to prevent compatibility issues and size constraints for certain diffusers, our team proactively reaches out after orders are placed.  
  The website clearly notes that the new generation of diffusers uses Pro-Pod oils exclusively, as evidenced in the screen capture previously uploaded to this complaint. The prior diffuser models that accommodate bottle refills are no longer sold, and refill bottles are not compatible with current equipment. Regarding environmental claims, the assertion that *************** create waste or pollution is subjective and unsupported.
  
  As for the cancellation request being able to be processed prior to shipping, the company does not operate 24/7, and fulfillment processes are greatly automated. Once 24 hours have passed, cancellation/stop shipment is no longer possible in our system. The creation of a shipping label indicates that the order is nearly ready for carrier pickup, and occurs at the end of this automated process, not at the beginning.
  
  As stated in our previous response, should Ms. ********* wish to return the unopened and unused merchandise, she may do so in accordance with the return instructions provided on our website. Once received and processed, the appropriate refund will be provided.
  

• Initial Complaint

  Date:04/29/2025

  Type:Product 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.

  Bought a diffuser from Aroma 360 due to the advertising of the product! Bought in January and will never order or deal with them again. First, the bottle of oil came and has leaked into the bag and package when arrived, emailed them (sent all the photos requested) about that and they sent a replacement that STILL had leaked but left me little more then half of the bottle. In February when I went to change the bottle of oil, I lifted the top off, all of the oil was in the bottom compartment of the diffuser, mind you my total was well over 130$ for these items, might I add, was told the color I wanted was sold out, only to be told it was not, but the bottle was checked for any holes or cuts that could make it leak, we could not find any in about a weeks time of looking. At that time, I emailed Aroma360 and for a reply I was told well, we need to troubleshoot) I replied asking for instructions and since then ZERO responses or answers from them. . Seems to me, prices high but customer service is no where to be found or a hit or miss with them. I gave up and now I have a 148$ diffuser and two NOT full bottles when package was delivered (40-60$) a piece NOW is a paperweight. So disappointed after watching the commercial and TikTok videos. Big ticket items should be backed up with the best of the best customer service! Never again!

  Business Response

  Date: 05/02/2025

  We thank Ms. ******* for the opportunity to address this matter.
  
  We understand the customer experienced issues with oil leakage and difficulty with the diffuser, and we regret any frustration this has caused. We have since asked our technical support team to reach out directly to assist with any further concerns. Calls were placed to the customer both in early April and again on May 1, and in both instances, we reached voicemail.
  
  We encourage Ms. ******* to contact our technical support team directly at ************, where a representative will be happy to walk her through troubleshooting or address any product-related concerns. The account should have been notated and they will be expecting your call. 
  
  We appreciate her business and we will do what we can to be supportive. 
  
  

  Customer Answer

  Date: 05/08/2025

   
  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. I wanted to let everyone know that ****** from a room with ******************************************************************************* samples of different sense along with two new bottles of scents. They have since made this better and I adore the companys products hated that I had such a hard time with getting a reply, but they were able to keep me as a customer. Thanks, ******! 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/29/2025

  Type:Delivery 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 placed an order over $200 PLUS $24 shipping on April 6, its now a month later and Ive yet to receive my order and zero response from their customer service support team or representative that was assigned to me. Theyre not responding and my order hasnt shipped. Theyre not refunding me either. I requested a refund a week and a half ago with no response from them. Its an absolute scam.

  Business Response

  Date: 04/30/2025

  We thank Ms. ****** for the opportunity to address this matter.
  
  Ms. ****** placed her original order on the evening of April 6th. A few hours later, she contacted customer service to request the addition of one oil Pro-Pod and wanted to avoid incurring an additional shipping charge. As a courtesy, the company provided a $30 gift card to offset the cost of shipping. At that point, Ms. ****** complained that she would then have to pay normal pricing for the oil 
  
  The added oil was invoiced separately, but payment was not received for several more days. Because of this delay, the original order could no longer be modified, and fulfillment was held until full payment was received. As partial payment is not typical in our system, this created an unforeseen error and it wasnt processed for shipment right away. We do apologize for any delay.  
  
  The company has resolved this by processing the order in two shipments. Tracking for the first portion was sent directly to the customer yesterday, and a second tracking number for order A1583347 will be sent as soon as the additional oil is released for shipment within the next 24 hours.
  
  We must address that while the customer stated that they paid a total of $224 inclusive of shipping, what the customer forgot to mention in reflection of the selective screen shot they have provided is that the $135 perfume was free as part of a promotion, and she utilized a gift card that she didnt pay for to cover shipping charges. The actual cash amount paid was $144.17.  
  
  The company also strongly refutes any suggestion of deceptive or unethical business practices. Aroma360 has served many hundreds of thousands of satisfied customers and stands behind its policies, promotions, and fulfillment processes. This delay stemmed from an incomplete payment. There is no scam, and the company has made every effort to process and ship the order as soon as the balance was received, and these matters were brought to our attention.
  
  We remain committed to ensuring Ms. ****** receives her complete order and appreciate her patience as we bring this to resolution.

  Customer Answer

  Date: 05/15/2025

   
  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:04/25/2025

  Type:Product 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.

  4/7/25 CS contacted on subscription due to wrong refill. CS *** ***** suggested upgrade to Davinci and my bank account was charged $230.00 with billing $112.00 apx per mth. *** requested I contact him directly for device set up. He did not answer calls, text response was with another customer and left office. Tech Support contacted by me and due to difficulty of device requested contact with CS old subscription be activated. I was sent return label and email confirming once device received I would receive full refund and cancellation of subscription. 4/22/25 CS confirmed item received but then stated refund would need to be approved due to machine being used. Machine turned on to try to set up. Boxed the next day. 4/25/25 no refund and account still active. Email stating needing approval from accounting. 4/25/25 response to my detailed email attached. States deleted before opening. To: ***** ******* Subject: RE: [EXTERNAL Email] Item received Sent: Friday, April 25, 2025 3:16:48 PM (UTC&#**;00:00) ********, ********* was deleted without being read on Friday, April 25, 2025 3:52:34 PM (UTC&#**;00:00) ********, **********Request refund of current charge and discontinue any further charges and cancel subscription.

  Business Response

  Date: 04/28/2025

  We thank Ms. ****** for the opportunity to address this matter.

  The company has reviewed the account and email communications with Ms. ******* As was explained to the client, once the returned item was received and processed in our warehouse, the refund would take approximately 3-5 business days to process. We are pleased to confirm that the refund has been expedited and has been processed.
  

  We appreciate Ms. ******** feedback in letting us know how much she enjoys the scenting her home with the Mini diffuser, and it is our sincere hope that she continues to enjoy that experience. Should there be anything further the company can do to assist, we welcome the opportunity to be helpful.
  

  
  

  Customer Answer

  Date: 04/29/2025

  I received a call yesterday and a message stating the refund has been processed. As of today the refund is not showing in my bank account. I will give it a few more days and so appreciate your assistance with this matter.

  Fondly,

  **** A ******

  Customer Answer

  Date: 05/02/2025

  Thank you so much for your assistance! I have received my refund. 

  Thank you!

  **** ******

• Initial Complaint

  Date:04/24/2025

  Type:Delivery 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.

  On April 19, 2025, I placed an online order from what appeared to be Hotel Collection, purchasing the following:My Way Pro-Pod 50mL The Starter Kit Black Safe Ship Protection My Way Room Spray On April 21, I received a phone call from a representative named *********, who introduced himself from Hotel Collection/Aroma360 and encouraged me to upgrade to a VIP scenting system with a 36-month contract under Aroma360. Believing it was an extension of my Hotel Collection order; I agreed and signed the contract ***************** a result of agreeing to this upgrade, my original Hotel Collection order was canceled, and I received a refund of $148.70.On April 22 at 9:16 AM, ********* sent me a welcome email summarizing the new VIP package and confirming the terms of the contract. However, I never received any order confirmation or shipping notification for the upgraded product, even though I was charged $149.On April 22 at 9:31 AM, I responded to Christians email and formally requested to cancel the contract and the new VIP order, stating that I had not received the product and was well within a reasonable cancellation window.That same day, at 12:12 AM, I received an email from ***, a concierge from Aroma360/Hotel Collection, acknowledging my request and stating that it was being escalated to their VIP ********************* She advised me to expect a reply within 2448 ******** has now been several days, and no one from the VIP team has followed up. I have not received the product, no shipping information, and no confirmation of cancellation. I also cannot locate any formal order or receipt for the VIP upgrade only the charge itself.I am formally requesting:Immediate termination of the 36-month contract Full cancellation and refund of the $149 VIP package charge Written confirmation that no additional charges will be processed This experience has been extremely misleading.

  Business Response

  Date: 04/28/2025

  We thank Ms. ************* for the opportunity to respond. 

  A representative from our team spoke with the client on April 25th, 2025. During this conversation, Ms. ************* confirmed that she wished to move forward with receiving her Aroma360 diffuser and experiencing the home scenting program firsthand. Tracking information reflects that her shipment is scheduled for delivery today.
  
  Aroma360 and Hotel Collection have proudly served hundreds of thousands of satisfied clients, and we look forward to Ms. ************* becoming one of them. Our team remains available should any further assistance be needed once the product has been received.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23245449
  
  I am rejecting this response because: 

  I would like to clarify the situation. I did agree to try the product to see if it will be a good fit. However, during my conversation with the representative, I was specifically told that I would have 30 days to try the product and that I would be contacted before the end of the 30-day period to determine if I was satisfied or if I wanted to proceed with canceling the contract and services.

  Sincerely,
  
  ******* ******-******

  Business Response

  Date: 05/01/2025

  Hello, a representative from our **************** spoke with the client today. During this call the clients concerns were addressed and clarification regarding the VIP program was offered. The client and the representative will remain in contact. Thank you

  Customer Answer

  Date: 05/03/2025

   
  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,
  
  ******* ******-******