ComplaintsforAroma360, LLC

• Initial Complaint

  08/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Like many others have stated the communication with this business is nonexistent. I placed an order for a mini-pro (order #A1183018) and have called and texted multiple times to try to cancel (it is scheduled to be delivered tomorrow 8/17/24). After reading reviews and sharing similar experiences with those all over the internet I do not want to get into a contract with a company that runs in this manner. I was misled in purchasing and have since learned that the motor of the unit is only intended to last 300 hours, and any issues will not be addressed, even with the "warranty" from the company. I also received a high-pressure sales call this morning and was persuaded into buying a larger unit, after he said the one I bought wouldn't work for our house. I would like to cancel this as well - nothing has shipped and the salesman said there was a 30-day test period with zero commitment, so I really hope that's true. Of course when I called his direct number multiple times, texted, and emailed, he didn't answer. I want the mini-pro order and "VIP" subscription under my name canceled as soon as possible. Please help, I hope I'm early enough to get out of giving my hard earned money to these criminals.

  Customer response

  08/20/2024

  I just emailed but didnt include the complaint info. Please see below and disregard this claim, it has been resolved.
  

  Thank you,

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

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Im currently participating in receiving a free diffuser for agreeing to a 3 month subscription. Ive had an issue with a scent bottle not sealing properly into the machine. They did send a replacement bottle but have the same issue with the bottle leaking in the diffuser again. I set up an appointment to conduct trouble shooting with the company which lead them to telling me to send the diffuser back in to them for trouble shooting. They received my diffuser on July 31 2024, and their email states it will take 3-5 business days to conduct the trouble shooting. As of today August 13 2024 the diffuser has yet to be looked at. I called only to be told to Hold tight it will get done soon. I told them that answer was unacceptable and would like to speak to a supervisor, I was told there wasnt a supervisor to speak to and I would have to email them. To which I did asking them to call me with a better answer to the status of the diffuser than Hold tight it will get done soon. And havent received any kind of response from them. I also called technical support today, was on hold for 45 minutes only to be hung up on. The customer service for this company is absolutely horrible. When the scents are shipped out it takes more than a week to arrive, I dont live in a rural area so there is no excuse for it taking as long as it does to get here. This is my last month of this subscription and ********% will be canceling this service. I highly considered when this subscription was done to upgrade to the **** system upgrade but Im truly thankful I witnessed their horrible customer service before doing so.

  Business response

  08/23/2024

  We are sorry that the client had a less than exceptional experience initially. Our records indicate that on August 22nd he spoke with a representative that was able to resolve the issue by creating a replacement order #A1195709. Shipping confirmation was sent to the client via email. Thank you

  Customer response

  08/23/2024

   
  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.
  
  This is not due to the companies diligence, I had to call the company on Tuesday August ******************************************************************************************************* on August 31. I told them if they cant look at the diffuser in a reasonable time that they should replaced it with expedited shipping. And that I will receive a shipping confirmation within 24 hours. The confirmation never came and had to call them back on July 22 and sit on the line until a confirmation came to my email. Again proving that this company is extremely difficult to deal with. 
  Sincerely,
  
  *************************

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am extremely disappointed with my experience with Aroma360. After using the unit for just one month, it malfunctioned and stopped working properly. I managed to use only one full fragrance before the unit began experiencing errors, causing the second fragrance to be wasted.When I contacted customer service, I was informed that my ****** warranty had expired and that my only option was to send the unit in for repairs. They refused to replace the wasted fragrance, which only added to my frustration. To make matters worse, I was unable to leave this review on their website. It seems they have restricted the ability to post negative feedback, which only compounds my dissatisfaction. The lack of support and accountability from Aroma360 has been unacceptable. Given my experience, I would not recommend this company to others. If you're considering purchasing their products, be aware of potential issues and the unhelpful customer service that may follow.

  Business response

  08/26/2024

  Hello, on July 29, 2024 following a call on July 24, 2024, an email was sent to the client. This email included a prepaid *** return label tracking number 1Z2X23980301230670 along with an explanation telling the client that upon receipt of the unit, it would be inspected and replaced. The tracking 1Z2X23980301230670 shows that the client never used the return label. If she wishes to receive a replacement, we need the unit back first. Thank you

  Customer response

  08/26/2024

   
  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

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 15, 2023 I purchased a package that included a diffuser and a 6 month obligation for an oil subscription. The diffuser required a $99 deposit that would be refunded after the 6 month obligation. When the 6 months was completed, I requsted my refund. The system was not working for me on this order for whatever reason, so a CSR helped me. Aroma360 offered 2 options - refund of the $99 or a one-time use gift card in the amount of $250. I opted for the *** However, when I tried to use the ** to purchase oils, I find out that these items cannot be purchased with said *** NEVER did Aroma 360 indicate that the items available for purchase with the ** were limited to specific items. I have since requested that the ** be reversed and my $99 refund be issued since I was MISLED regarding the *** Quite frankly, I already have 4 Aroma360 diffusers and I clearly don't need a 5th.

  Business response

  08/22/2024

  Hello,  The matter was addressed and resolved on August 9, 2024. We ask that the client kindly close this complaint as resolved. Thank you

  Customer response

  08/22/2024

   
  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

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I did not authorize a charge on my credit card. They will not refund my card, are available only by text. I tried to email them and their email gets returned saying the mailbox is full. I cancelled a subscription and they still shipped the product!

  Business response

  08/22/2024

  Hello, this matter was resolved on August 7, 2024 and the client was refunded. We ask that the client kindly close this complaint as resolved. Thank you

  Customer response

  08/22/2024

   
  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

  07/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 2 mini diffusers. The first lasted 1 week and stopped working. I purchased a second and this also stopped working after 2 weeks. I have made multiple attempts to contact the company through the support website chat , multiple emails and phone massages. I get a response only trying sell me more products and no resolution of my issues. when I try to reply to the emails, i get messages saying that the email is undeliverable since the mailbox if full. I continue to receive text and email messages to try to get me purchase more and none to deal with my issue.

  Business response

  08/22/2024

  Hello, a representative from Aroma360's corporate office left a voicemail message for the client today. Once they are able to connect we will work with the client to arrive at an amicable resolution and apprise BBB of the outcome. Thank you

  Customer response

  08/22/2024

   
  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

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 4 bottles of fragrance. I was enrolled in a subscription I did not want to be a part of. As a customer, I cannot cancel my entire subscription and get out of this.It's impossible to reach anyone via phone, email, or the website chat to cancel. No one answers the phone. The phone says reach out to ********************************* Reaching out there you just get an auto reply that the mailbox is full. Multiple other email addresses I've reached out to at the same domain, nobody answers. I submitted tickets to cancel the subscription, and there's been no response and nothing cancelled as I just got an email about another order shipping and was charged for.I am continuing to be charged for product I do not want. All of this seems extremely scammish. I am more than proficient with computers and online purchasing. The way their company is conducting business, it's seemingly impossible to back out of this subscription. So they can keep charging and shipping product that customers do not want.

  Business response

  08/22/2024

  Hello, our records indicate that the client communicated with a representative on July 30, 2024 and that his subscription was cancelled. Thank you

  Customer response

  08/26/2024

   
  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

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a subscription with a minimum 3 month obligation, cancelable any time after that period. However, despite trying to cancel multiple times-both via live chat, submitting tickets, and email--they have not canceled the subscription. Their ticketing system DOES NOT WORK. You can sit there for 20 minutes or more watching the submit just spin and spin (you do have to keep hitting the reCaptcha as it times out after a couple of minutes). The chat function tells you someone will be with you "in 13 minutes"; that was 36 minutes ago. I have screenshots with time stamps. I have tried for weeks to email, no response. The latest email resulted in "mailbox full." THIS IS A SCAM.

  Business response

  08/26/2024

  Hello, the clients subscription was cancelled on July 19, 2024 at 1:41 PM EST. We consider this matter resolved. Thank you

  Customer response

  08/26/2024

  Hi,

  While Aroma360 refused to respond to chat or any of my emails indicating I wanted to stop the subscription, I *was* able to get them to reply by pretending I had a *different* issue (other than wanting to stop subscription). Once they had responding to my need for technical help, I informed them I wanted to stop the subscription and they have since stopped it.

  It should still be noted that it was nearly impossible to get out of this mess. I had to essentially lie and say I needed help with something else before they would respond.

  Thanks,

  ****

  Customer response

  08/27/2024

  Yes, it was finally cancelled. But only after hours upon hours of work on my part and then me finally having to *lie* to them to get them to respond. The complaint still holds and other consumers should be warned.

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I regretfully subscribed to a 3 month promo. I tried to pre cancel but was denied - which is fine. I made a mistake by purchasing and I have to live with the consequences. However, my 3 months is up and I am still unable to cancel and wont get a response from anyone. I paid $79.85 on 3/23, $64.90 on 4/25, $64.90 on 5/22 and $64.90 on 6/30. Yet when I sign into my account Im slated for another delivery and charge and no option to cancel because Im in a 3 month subscription promo. Can someone please help me?

  Business response

  08/26/2024

  Hello, The clients subscription was cancelled on July 18, 2024 at 2:23 PM EST. We apologize for any inconvenience the client experienced while attempting to cancel. Thank you

  Customer response

  08/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is fine as long as they agree to straighten up and to stop operating in a sketchy manner. I wish I could have my money back. These people really caused me financial distress and their lack of communication caused me a lot of stress and mental & emotional distress. This resolution is pathetic and probably means nothing to these people. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have made many attempts to cancel my subscription and I have been unsuccessful. I have called the number which I had to search for on ****** because one is not provided on their website. I have attempted to communicate with them via chat and that has been unsuccessful. You are INTENTIONALLY LEFT ON HOLD AS AN ATTEMPT TO DETER YOU FROM PROCEEDING WITH CANCELLING.

  Business response

  07/18/2024

  Hello, the clients subscription was cancelled on Tuesday, July 16th. A representative corresponded with the client and informed her of this. Thank you

*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. ↩