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:05/28/2025

  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 am extremely frustrated with the lack of response and ongoing issues with my account.Broken Diffuser: I contacted you and returned my broken diffuser using the return slip you provided. I was told a replacement would be sent. That replacement never arrived.Subscription Cancellation: I explicitly requested that my scent bottle subscription be cancelled since I no longer have a working diffuser. Your team acknowledged this, yet I continue to receive bottles. When I log into my account, it shows no active subscriptions, but the shipments keep ********* Contact or Support: *** tried to call again but can't get anyone on the phone. Ive emailed multiple times and only get generic responses that do not address or resolve the issue.This is unacceptable and feels dishonest. I am demanding the following:Immediate cancellation of my scent bottle subscription A full refund for any scent shipments sent after my cancellation request A clear resolution on the replacement diffuser or a refund for that item

  Business Response

  Date: 06/02/2025

  Hello, Aroma360 apologizes for any inconvenience that the client experienced. We can confirm that her e-commerce subscription was cancelled completely on June 2, 2025. The client disputed the April and May charges and according to the online merchant portal, the April dispute was found in the clients favor on May 23rd. The second dispute was opened on May 28th, this now has to follow its due course. Since this dispute was received prior to the merchandise shipping out, Aroma360 will accept the dispute and the client will be refunded via the dispute process. Thank you

  Customer Answer

  Date: 06/03/2025

   
  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,
  
  ****** ********

• Initial Complaint

  Date:05/27/2025

  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.

  On 12/13/24, from the ************************** website, I purchased a Mini Pro Diffuser ($149.95), one oil pod ($54.95), a "mystery gift" ($15.00 - which ended up being a gift card), and Safe Ship ($4.95 plus $14.95 for regular shipping) for a total of $239.80.On 12/21/24, I noticed that the diffuser wasn't emitted scent so I opened the unit to find oil pooled in the bottom of the unit. I began leaving messages at various phone numbers I found on the internet but never received a call back. On 2/4/25, I emailed them about the issue and requested a full refund. On 2/7/25, ****** emailed back and said they would send me a replacement diffuser and two oil pods. I said ok. I was sent a return label and returned the original diffuser and the empty oil pod. I kept the gift card for future purchases.On 2/28/25, I received the replacement diffuser and oils. An oil pod had leaked in its packaging. I emailed Aroma360 and stated, again, that I wanted to return all the products for a full refund. On 3/4/25, I received an email that they wanted to send A THIRD set of oil pods. I stupidly said ok. I received the leaking pods on 3/19/25. On 3/20/25, I sent an email stating that I wanted to return EVERYTHING (second diffuser, all oil pods, and the gift card) for a full refund.On 3/20/25, I was notified by email of a refund for $149.95. I inquired why not the full refund and received this response on 3/21/25:"Thanks you so much for reaching out. ****************************************************** That was for your diffuser, please sent us the replacement and the oils for us to sent you the other part of your refund."Bottom line: I bought Aroma360 products for $239.80. The product were defective so I sent them all back. They refunded me only $149.95 out of $239.80. They owe me $89.85. I have no fault in these transactions and deserve to be made whole.After 47 emails and multiple phone calls, I want Aroma360 to give me the balance of my refund, $89.85, to my ****** account.

  Business Response

  Date: 05/29/2025

  We thank Ms. ***** for the opportunity to address this matter.
  
  We ask that Ms. ***** kindly refer to the attachment provided to this response, as well as to her email address on file.
  
  This matter has now been fully resolved. 

  Customer Answer

  Date: 05/29/2025

   
  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:05/19/2025

  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.

  Bought a unit that stopped working and was told it was out of warranty. **** online and bought a replacement unit. Was called by the concierge who sold me on their services but now unable to cancel my subscription as my financial position has changed. I keep getting bounced around and cant get any help or resolution. I am trapped in a contract I am unable to get out of or get any resolution for.

  Business Response

  Date: 06/02/2025

  We thank Ms. ********* for the opportunity to address this matter.
  
  We apologize for the shipping error related to the replacement diffuser. This item was mistakenly sent from the **** rather than from our ************* facility, which led to an unexpected customs fee. The replacement has been sent from the **, and no additional fees will be required by the customer upon delivery.
  
  Regarding the subscription, this was created at the time of Ms. ********** initial purchase. Unfortunately, her request to cancel was submitted after the order for the May shipment had already been processed and we were not able to stop that billing or shipment at that time. Until we hear back, we will not send anything further and no further subscription payments will be charged. 
  
  If there is a particular scent that she is looking for, we would be happy to replace the scent she received with something that is more to her liking. 
  

  Business Response

  Date: 06/04/2025

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

  An Aroma360 Concierge representative attempted to reach the client by phone and has left a voicemail. In addition to the call, an email was sent to the client sharing that we have resolved this matter favorably. 

  
  

  We kindly ask Ms. ****** to check her voicemail and to review the email that was sent to her. A copy of the email along with a prepaid return label are attached to this response as well. If Ms. ****** is satisfied with the proposed outcome, we ask that she close this complaint as resolved. Thank you.

  Customer Answer

  Date: 06/07/2025

   
  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. The unit has been shipped back 6/7/2025

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

• Initial Complaint

  Date:05/15/2025

  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.

  On April 21, 2025 I ordered the hotel collection penthouse diffuser and oil. I was told I had 30 days to cancel the order and receive a full refund. The item was defective when I received it (the oil compartment wouldnt open), and I called and emailed the company multiple times to return it for a full refund. After a week I finally got through to a representative, and was told I could not return it for a refund and that I could only get technical assistance. I want to return the item for a full refund like I was told. This company has no ethics and their customer service is horrendous.

  Business Response

  Date: 05/19/2025

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

  We apologize for any confusion. This request was processed as originally submitted prior to receiving this BBB complaint. We respectfully ask that Ms. **** check her banking records, as the refund should reflect there within the next few business days.
  
  The company considers this matter fully resolved.

• Initial Complaint

  Date:05/14/2025

  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 originally purchased the started kit from Aroma 360. The company called me and I agreed to upgrade to the system that connects to the **** system. My original payment of $103 was refunded and I was charged $200 for this new system. I had 1 month to decide if I wanted to keep the system or send it back. I chose to send it back due to financials cost and thus was refunded the $200. In the meantime, the oils for that month had already been shipping and I was charged $119. No big deal I just called and asked for a refund thinking it would be as simple as the times before. NO. It has been 4 weeks and I still have not received my refund. I have called in multiple times to the company and everyone tells me that the refund has been issued and just wait for it to clear the bank. Today I speak with a new person and they say that a check has been mailed out, which of course I haven't gotten. Doubtful I will ever see my refund.

  Business Response

  Date: 05/20/2025

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

  The client was issued a refund check in the amount of $69.51, which was mailed on May 14. In addition, a separate refund of $49.49 was processed back to the clients original credit card. We apologize for any delay the client experienced in receiving these amounts. Because these refunds were handled through a third-party billing company rather than internally, there was a longer processing timeline than usual.

  We trust this brings the matter to resolution but remain available should Ms. ****** require further assistance.

  
  

• 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:

  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.

  Reached out to Aroma360 as I have never received any of my refills in the mail after paying for the year in advance 600+. Was told I would be contacted by a VIP member services individual but have not gotten any response. The portal to manage the account is poorly made and responses through here also go unanswered.

  Business Response

  Date: 05/20/2025

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

  Our records show that Mr. ****** originally purchased an oil plan in person at one of our retail locations. At the time of purchase, the client took home a diffuser along with three bottles of oil from the prepaid plan. At that time, the account was configured for 
  in-store pickup. If this arrangement was not the clients intentionand it appears there may have been a misunderstandingwe are more than happy to convert this to delivery. Because the account was set up as a retail pickup, the VIP portal was not activated in the usual way, which is why options such as scent changes and shipment tracking were unavailable.
  

  We kindly ask that the client confirm their preferred scent for the first delivery of three more bottles of oil. Once received, we will promptly update the account and process the shipment accordingly.
  

  We appreciate Mr. ******* patience and look forward to resolving this quickly.

  
  

• 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:05/13/2025

  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.

  On April 19, 2025 I visited the Aroma360 storefront at *************************************************. I entered into an agreement that came with a 30 day trial period. On 5/6/2025 I called Aroma360 customer service to begin the return process and to withdraw from the agreement while within the 30 day trial window. I received phone calls on 5/6, 5/7 and 5/8 from a ***resentative named Christhan M. There is an online portal with the ticket that was opened and comments from the customer services *** indicating phone calls were made to me unsuccessfully. The phone rang for one time and the call ended before I could answer. This happened for 3 days straight. On both 5/7 and 5/8 I received the call while using my phone, I saw the number flash and before I could answer, the call was already ended. This is a poor business practice where the ***resentative appears to be making efforts except they are not intended to be successful calls. I went to the store noted above on 5/10 and the ***resentatives there said they put in a new ticket for me and I should get a call on 5/12 or 5/13 to get the return label sent to me. The customer service ***., **** provided me his number and told me to call him directly if I continued to have issues. I called him on 5/13 at 11:06am. I left him a voice message. My 30 day trial window closed on 5/19 and I'm running out of time for resolution.

  Business Response

  Date: 05/14/2025

  Hello, a representative spoke with the client today and confirmed that the client's contract will be cancelled. A prepaid return label will be emailed to the client, once the merchandise is returned the cancellation will be finalized. It appears that the client was experiencing phone issues which was the cause of our calls not connecting, we are glad that the issue was corrected and we were able to resolve this matter. Thank you
  

  Customer Answer

  Date: 05/28/2025

   
  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:05/12/2025

  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.

  I have been trying to cancel my Aroma360 oil subscription and return the ********* diffuser that was sent to me as part of a promotion for the past week and a half. I was told I could cancel by contacting their concierge team via phone or email. I have called their concierge number *************) every single day and only receive a voicemail message stating they are experiencing high call volume and to leave a message. I have left multiple messages and have never received a call back.I have also emailed ********************************** several times with no response. I even used the live chat feature on their Hotel Collection website and was told again to contact the concierge team by phone or email. After explaining my ongoing issue, I received a follow-up email from someone named ***** in ***************** who stated my request had been forwarded to their VIP Concierge team and I should receive a reply within 24 to 48 hours. That time has passed, and I still have not heard from ********* this point, it is clear that the company is not honoring their cancellation policy and is making it extremely difficult to terminate the subscription or return the diffuser. I am requesting immediate cancellation of my subscription and instructions for returning the diffuser. If I do not receive resolution, I will be pursuing a chargeback through my credit card provider as well.Desired Resolution:Immediate cancellation of my subscription A return label or instructions for returning the diffuser Written confirmation of the cancellation and refund status

  Business Response

  Date: 05/15/2025

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

  The cancellation request was fully approved, as the client is within their grace ******* Written confirmation of this cancellation, along with a return shipping label, was sent to the client via email on May 12th. For transparency, a copy of that correspondence and the return label have also been attached to this BBB response.
  

  Once the items are marked as received in our system, we will be able to finalize the cancellation process.