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Business Profile

Essential Oils

Aroma360, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Essential Oils.

Complaints

Customer Complaints Summary

  • 855 total complaints in the last 3 years.
  • 433 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/10/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 approximately July 9th of this year I purchased a small diffuser from the company. I had previously been hosted in homes where they used the Hotel Scent collections and enjoyed the smell. On July 11th I was contacted by a customer service ***resentative and was offered an upgrade that was marketed to me as "free and exclusive". The customer service *** made it seem as though I would be receiving the larger machine for free in exchange for signing up for the oil subscription service. At first I did not deem this as necessary due to the small size of our new home, but he (the **** assured me that this larger machine was needed for my space. It was my understanding that the previously purchased machine and oil subscriptions would be cancelled. They were unable to "catch" my order in time so I was still charge, but was able to return for a refund of $84.90. My larger issue, however, comes from the fact that when I was offered this upgrade I was in no way informed that this was a new line of credit, nor that it would have any influence on my established credit. To my knowledge and understanding this was an upgraded machine for the price of the monthly oil subscription, $119.23, that had to be "purchased" for 12 months over the next 36 months. Even if that were the case then my total in oil would only come out to $1,430.76. To my surprise I open up the customer portal to see that over $3,000 worth of credit has been taken out. Then when I go to look at the monthly statements that I receive, they are completely blank. Maybe this is completely naivety and ignorance on my part to push back, but when being told to sign documents over the phone the *** was very pushy in saying things like "please sign this immediately" while on the phone giving me no time to look over the documents and see this "upgrade" for what it truly is. My issue is not with the product at this point, but the basis of being severely misled in a way that will shape my finances for years to come!

    Business Response

    Date: 11/25/2024

    Hello, please excuse the delay in responding to this complaint. Our records indicate that on September 4th the client reached out stating:
    "Recently, I signed up for the VIP plan and so I upgraded to a larger machine however, Im still being charged and sent oils for the lower subscription that I am no longer supposed to have. I reached out to ***** but never got a call back so is there anyway that I can get a return label sent to me on the single my way oil (#A1175127) and have that subscription canceled. Thank you".

    This matter was resolved and on September 5th the client was provided a return label as well as a confirmation that the original subscription was cancelled and that a refund would be processed upon receipt of the return order for the initial subscription. 

    On September 11th one month after the client agreed to the VIP program, the client reached out for assistance in changing the oils being shipped via her VIP program. We see no further concerns regarding her 36-month agreement, and consider this matter resolved.  If the client still has concerns, we ask that she reach out to us directly, or reply via the BBB portal.

  • Initial Complaint

    Date:09/10/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    They posted a promotional ad on social media, free diffuser with purchase of oil. Sounds great right?! Nope.was charged $69.95 for the oil. Everything came and it smelled like a nursing home. Now that I want to return everything, they say there is a $99 termination fee. Excuse me?? That was never expressly stated. Probably tucked into 100 pages of terms. Just run sway from these people.

    Business Response

    Date: 11/18/2024

    Hello, please excuse the delayed response. On November 18th a refund in the amount of $99.00 was processed. And email notification was sent to the client as well. Please note that it can take 2-7 business days for the refund to appear on the client's bank statement. We consider this matter closed. Thank you

  • Initial Complaint

    Date:09/10/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    The order has not been received, and I cannot get anyone to call me on my mobile. At this point in time, I do not want it anymore and want FULL refund. I do not trust them and think this is all a scam

    Business Response

    Date: 10/04/2024

    Hello, On September 27th the client communicated with a representative and stated that she did not receive her order #A1205574, the representative responded and provided the USPS tracking number 9261290318422400604412 and explained that USPS shows that the merchandise was delivered on September 13th at 4:51 PM. The client has filed a dispute with her credit card company and we are awaiting the banks determination. Thank you

  • Initial Complaint

    Date:09/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 ordered over 300 dollars in product from this company. They have processed the payment on my credit card. Since this was over 13 days ago I called and ask why my order hasnt shipped. They said my account was being investigated for fraud but couldnt tell me anything else. Not sure how this is Ive spent thousands of dollars with this company this year and have never disputed a charge or not paid for an order. They said they couldnt tell me when it would be resolved but refused to cancel my subscription or refund my card for something that hasnt been shipped to me.

    Business Response

    Date: 10/02/2024

    Hello, A representative called and left a message for the client. It appears that the order he placed on August 30, 2024 was flagged by Shopify showing a high risk of fraud detected. The client was able to make a separate purchase on September 28th without issue. We are looking into this and await the clients return call so we can discuss and resolve. Thank you

  • Initial Complaint

    Date:09/08/2024

    Type:Delivery Issues
    Status:
    Answered
    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 ordered an oil diffuser and the oil started leaking inside of the diffuser. I have set for hours waiting to chat with someone. I have also scheduled two appointments for someone to call me and no one ever did. I want to cancel my subscription and be done with them, but you can never get in touch with someone to do so.

    Business Response

    Date: 10/02/2024

    Hello, we are sorry to hear that the client had a less than exceptional experience with our customer service and products. Our records indicate that the client's subscription was cancelled at 2:25 PM EST on September 9th. Thank you

  • Initial Complaint

    Date:09/06/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Numerous of people, including myself purchase from aroma ********************************************************************************************************** our money back. This is a scam.Please do something about these people

    Business Response

    Date: 11/18/2024

    Hello, on November 14th the client and a representative spoke and were able to reach an amicable resolution. Replacement items were sent, and the representative also sent a car diffuser and oil as a gift for the inconvenience the client experienced. Thank you

  • Initial Complaint

    Date:09/06/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    This company has created an auto fill monthly subscription without my consent. I used ***** Pay to check out and they have captured my credit card and have continued to auto fill and bill me monthly since September 2023. I have contacted them at least 10 times, emailed etc. and they continue to tell me that my subscription is canceled but then they bill me again, they are using my credit card without my authorization, I have requested it to stop and they will not

    Business Response

    Date: 10/03/2024

    Hello, The clients subscription was cancelled at 4:00 PM EST on September 6th. An email confirming the cancellation was sent to the client from [email protected]. Our system shows that the client did not open the email. We consider this matter resolved. Thank you

  • Initial Complaint

    Date:09/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 a customer of this business for 5 years. As many other customers have said, there are extremely deceptive consumer practices that make it extremely easy to make a mistake at point of checkout. In May 2024, I decided to replace an older diffuser that was no longer working. I placed the order for the diffuser, 2 scents, and the hotel discovery collection set. One of the 2 scents defaulted to subscription. This business makes it intentionally impossible to cancel a subscription. They do not allow you to cancel on their website. They simply refer you to a ***** number that has insanely long hold times. When someone doesn't pick up the phone, they refer you to a support e-mail. I have e-mailed twice with no response. Finally today someone from their loyalty department called me and told me the diffuser I purchased included a 3 month fragrance promotion. None of this was disclosed at time of purchase. In addition, why would I have separately purchased the fragrance if I knowingly had to enter into a subscription? The receipt also makes no mention of the diffuser requiring a subscription, and there was no agreement/contract entered into. All subscriptions entered into should be clear, and flexible. I would like to be refunded, and my subscription cancelled. In addition, I am hoping this complaint forces this business to rectify their consumer practices so that other customers don't have the same issues I have been dealing with. This is a very easy way to lose a 5 year customer.

    Business Response

    Date: 11/18/2024

    Hello, the client's subscription has been cancelled. Further the last charge for the subscription was on August 1st, after that date the client removed his payment method from the system. Thank you

  • Initial Complaint

    Date:09/04/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 purchased the scent oils with the diffuser subscription and *** made several attempts to contact the company regarding the product not working. Ive been getting the run around for months and no one has been able to answer me or give me any information as to how to fix this.

    Business Response

    Date: 10/02/2024

    Hello, our records indicate that the client communicated with a representative on September 16, 2024. The representative offered a replacement unit along with a gift card. The client rejected the offer and her subscription was cancelled that same day at 9:20 AM EST. We consider this matter resolved. Thank you

  • Initial Complaint

    Date:09/03/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 had nothing but issues since becoming a customer. Initially they sent me a leaking bottle, made right by another leaking bottle, I finally get a sealed bottle of oil and the $300 diffuser stopped working. Just once, I was contacted about the diffuser not working to be referred to tech support. Tech support is of no use to a defective non working device. There are numerous forums with post after post about the Aroma360 Pro diffuser just not working - in many cases just after a week of working as in my experience. There isnt a number to contact anyone for assistance, there is a chat bot that times out after an hour of waiting, when you email support no one responds. Im beyond frustrated and tied to a subscription for oil and no device to use it with.

    Business Response

    Date: 10/02/2024

    Hello, we apologize for the less than exceptional experience the client had with our product and service. According to our records, a replacement was sent to the client on September 4th. We believe this matter is resolved. Thank you

    Customer Answer

    Date: 10/03/2024

     
    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,

    ***** *****

Aroma360, LLC is NOT a BBB Accredited Business.

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