ComplaintsforLuxscent Collection
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/15/2024
- Complaint Type:
- Product Issues
- Status:
- Unresolved
I would like to file a formal complaint against AROMA360. I bought the DaVinci360 scent diffuser and paid $289.26. However, I received a defective item. One of the two keys was broken and even if I use the other key, the scent compartment door would not open. I even sent them a video of myself attempting to open the compartment door to prove that the door wont open. They sent me a return label to send it back. After inspection, I received a text message that the replacement request was approved by management after QA inspection. I secretly marked the item to make sure I dont get the same one. When I got the replacement, I had the same problem and when I checked, I got the same item I returned. One of the keys was broken too. I decided not to buy it anymore and I was offered to replace with one of their newest item not yet in the market. I agreed atfirst but later on decided not to proceed since it covers less sq. footage for the same price and I lost confidence in the durability of their products. I was provided a return label again and the received the item last Feb. 29th at 12:02p.m. When I called to follow up I was told I should get it by March 8th at the latest. A few minutes after, I got a call and was told to give them a positive feedback now since he is now showing that the refund has posted. Of course that wasnt true! On March 13th, I called to follow up. I was told to be patient cause they are working on waiving the re-stocking fee. That tells me they havent really processed the refund. When I asked why would they charge me after sending me a defective item twice. He said their notes show that I broke the item because there was nothing wrong with the item they sent. Now theyre accusing me of breaking the item. How hard is it to turn a key!! I asked that those notes be emailed to me and he refused saying they dont send out documentations. Then he said hes hanging up to take another call even if I was still talking. I need a full refund. PLS. HELP!!Customer response
03/25/2024
I was only given partial refund. It was short $50.85. I didnt do anything wrong to be charged restocking fee. They sent me defective items.Business response
04/23/2024
Consumer is complaining about a company that has no association with us. This complain is about the brand AROMA360 and their return, refund and restocking policies and fees. The consumer allegations have nothing to do with our company. Consequently, we kindly request BBB to dismiss the above listed complain, as we have are no related in any way with the brand consumer is complaining about.Customer response
04/24/2024
My complaint now is the fact that I was given partial instead of full refund. It was $51.70 short. Please find on my attachments that the return label was sent to me on 02/19 and dropped off the returned package on 02/21. I returned the defective item in a timely manner. By not providing a full refund, I was charged for the shipping then. I would not have returned it if not defective. Do you think that was fair to me as a consumer? Please do not close the case until they pay up the difference. Thank you for your assistance.Customer response
04/24/2024
My complaint now is the fact that I was given partial instead of full refund. It was $51.70 short. Please find on my attachments that the return label was sent to me on 02/19 and dropped off the returned package on 02/21. I returned the defective item in a timely manner. By not providing a full refund, I was charged for the shipping then. I would not have returned it if not defective. Do you think that was fair to me as a consumer? Please do not close the case until they pay up the difference. Thank you for your assistance.Customer response
04/24/2024
My complaint now is the fact that I was given partial instead of full refund. It was $51.70 short. Please find on my attachments that the return label was sent to me on 02/19 and dropped off the returned package on 02/21. I returned the defective item in a timely manner. By not providing a full refund, I was charged for the shipping then. I would not have returned it if not defective. Do you think that was fair to me as a consumer? Please do not close the case until they pay up the difference. Thank you for your assistance.Business response
05/13/2024
Consumer is complaining about a company that has no association with us. This complain is about the brand AROMA360 and their return, refund and restocking policies and fees. The consumer allegations have nothing to do with our company. Consequently, we kindly request BBB to dismiss the above listed complain, as we have are no related in any way with the brand consumer is complaining about.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.