ComplaintsforDoctor Aromas

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased about 11/23/22 Total: $195.55 I am so upset! I had purchased the pro A/C years ago and it worked great. In my business which they would service monthly and in my home. After living abroad several years I came back and ordered one right away. I smelled the scent a few times but not as expected. When I checked it the entire floor of the ** unit as well as the unit itself were bathed in oil. The bottle empty. I spoke to a person that went over multiple instructions with me and I placed a second bottle exactly as ai was told. It initially worked. Then I went on vacation and when I came back my cleaning lady found the same exact situation when she opened the closet. I called again today and they insist it is not defective but said ai would need a different unit that would come from the top of the **. I explained that it would be impossible because it is sealed to the roof. She said they would make a hole which to me sounds ridiculous. She (*****) then stated again that it was not defective and that they might be able to give me a refund on the unit but not the bottles each at a cost of about $75 each!Unless they are 90% full. The machine is bathed in oil. How is that not defective. Horrible customer service! I will ensure everyone I know does not make the same mistake. Furthermore, I will be taking further action. I am appalled!

  Business response

  01/10/2023

  Customer placed an order online on November 11 and the order was delivered on November 15th. On November 2nd, she contacted our customer care department stating the system was not working. Our customer service manager walked her through our troubleshooting process and requested she send photos. Through troubleshooting, we were able to determine that the device was working properly and the issue appears to be that either it was installed incorrectly, or the hvac fan was not turned on. The device was spraying without a problem, but since the a/c fan is not on, the fragrance is not suctioned by the ac return causing the fragrance to fall to the ground. Another possibility could be that the dispenser was laying vertical to the ac filter panel, which also causes the fragrance to fall. We explained this to ****************** but she was unwilling to accept or understand. In order to diffuse the situation, we sent her complimentary product at no charge (valued at $47.45). She was pleased to be receiving complimentary product by the end of the conversation.

  On January 3rd, she contacted our office again:

  The customer called yesterday to complain about her system leaking again. When she first started talking, she mentions how this happened to her last time when she first called on 11/22/22 about order #****** and that she got great service. She had spoken to **** when she first called, we see that her and **** were texting, and she was showing **** the leaking that the dispenser made as well as how the system was installed. She called yesterday in an aggravated tone saying how the system leaking "all over the place again" and that she has not smelled it and she is frustrated because it is $150 that went to "waste". She told me that she was on Vacation and her cleaning lady was the one who told her that the system leaked. I asked her if she has turned off the system while she was on Vacation, but she said no because her daughter was home the whole time. She said that when she first spoke to **** that they checked the installation, and it was correct. However, our customer service manager confirmed the system was not installed correctly. She said she has her ** at 73 with her fan ON. She thinks that it can be that the dispenser is defective, but we told her that since it sprays it is working. I told her that it could be the airflow, that it is probably spraying when the ** is resting but she "swears" that is not the case. I told her that it can be the installation, I told her that we can try installing it another way. I mentioned to her that we can install it in the return duct with an extension. She got angry and refused, she said "I will not make a whole in my ** unit for an air freshener". That is not at all what we suggested. We had to hav another employee take the call due to the way ****************** was treating our employee, ***** 

  ***** took over and spoke to her. ***** explained to her that we can exchange the dispenser for her, but the issue may not be the dispenser. She also suggested to her about installing with an extension to minimize leaking in the future. Again, she refused, and ***** gave her the option to send back the dispenser to determine if it needs to be replaced. We offered to send her a return label so she can back the product. The customer did not want to send it back. She requested a full refund. ***** was informing her that she will not be able to give her a full refund since the order was made in November and since all the refills were used and she is not willing to send the items back to us.

  In our return policy it states in order to get a full refund the aroma refill has to be over 90% full. The customer became very irate and said, " well of course it is not full, it's all over my floor" " so i just wasted $150 down the drain" Then she started to threaten ***** saying that she was going to take this to "higher level". She was going to contact the ********************** to complain about her situation. Then She hung up.

  Both employees ***** and ****, brought the complaint over to me. I reached out to ****************** on 1/4 at 1:35pm. Please note I had never spoken to ******************:

  Dear *****************,
  
  Do you have a few minutes to jump on a phone call with me?
  I am concerned about the impression we have left with you and it is important that we make this right.
  
  I look forward to hearing from you soon.
  
  Thank you,

  ****************** refused to take my call or call me. Attached you will find the email thread. you will see she was insulting and disrespectful, which was in line with the feedback we received from our team members. Unfortunately, ********************** claim that the product is faulty or defective is something we were able to rule out during the troubleshooting process. However, we still offered to send her a return label so she can send it back to us. She refused. ***************** has attempted to bully us into giving her a full refund by threatening our business. These damaging accusations hurt small businesses. We are not large retailers that can afford to take any item back and issue full refunds. In this case, we attempted to find a resolution that was fair and create a win win but ****************** was unwilling to cooperate without damaging our company. The only time in which ****************** treated our team with the respect they deserve is when we sent her complimentary product at our expense. 

   

  Customer response

  01/11/2023

   
  Complaint: 18678969
  
  I am rejecting this response because:
  After these text I placed the device as she stated. I have had this device in the past same placement with zero issues. It is the device and it is 100% defective. Everything she stated is a lie until I became upset over her continued emails. I was clear from the first moment! I want a replacement device and obviously the sprays. I am more than happy to return the small sample they sent me as I did not use it. If they are unwilling to replace then Yes I want a refund. Please see my review on ******* her response, and my follow up response. She was unwilling to replace and is changing the story of what happened 
  Sincerely,
  
  *************************

  Business response

  01/11/2023

  Attached is the conversation I had with ******************. We will gladly accept all the items back. She can return them to our office. Upon receipt we will analyze all items and provide a refund. However, we will not be able to provide a refund if the items are not returned. 

  Customer response

  01/12/2023

   
  Complaint: 18678969
  
  I am rejecting this response because:
  First she is lying about most of what she wrote. Even the dates are obviously wrong. 
  if they send me a label I will gladly return the device with the can that is in it. The other can was thrown away as it was empty as it was all over my floor. I will also return the sample size they sent me but she stated the can had to be 90% full which I am sure it is not based on the amount of product that was all over my floor and on the machine. I will await a return lqbel as I am not going to drive an hour and a half to their store. I will expect refunds for the cans as well as it is not my fault. 
  Sincerely,
  
  *************************

  Business response

  01/19/2023

  We have sent two return labels already since 01/13/2023. The 2nd was sent today. Once we receive the return, we will inspect it and test it to determine if defective or not. 

  Customer response

  01/20/2023

   
  Complaint: 18678969
  
  I am rejecting this response because:
  I have not received any emails from them or label. They are playing games as they have done from the beginning 
  Sincerely,
  
  *************************

  Business response

  01/23/2023

  The label was sent directly from our system to her email twice! It was also uploaded here prior to today and again today. We have no time to feed into this lady's false accusations. This is the last time we will be responding. As stated before, once we receive the return, we will determine whether it qualifies for a refund or not. Period. 

  Customer response

  01/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have finally received the label through here never from them. I am out of town and will return next week and will send it
  . 
  Sincerely,
  
  *************************

  Business response

  02/21/2023

  The following email was sent on 02/15/2023 at 12:23pm:

  Id like to inform you that we received the package on Friday, 02/10/2023 afternoon and began testing it on Monday, 02/13/2023. Attached please find a photo of the item where you can see some cosmetic damage. We received the dispenser with an almost empty fragrance refill.
  
  After testing the dispenser and the refill, we have concluded that the device is functioning properly. The fragrance refill, although mostly depleted also sprays without issue. Please see video attached.  
  
  At this time we are willing to offer the following:
  
  Dispenser:      $55.25 (reg price is $65 and she used a coupon for 15% discount)
  Sales tax:          $3.87
                         $59.12
  
  The fragrance refill she received at a 100% discount was not returned.
  
  We will absorb the cost of the return label.
  
  This is our final decision. The refund will be processed in 2-3 business days.

  We consider this case closed and will not engage in further discussion.

  Business response

  02/22/2023

  The following email was sent on 02/15/2023 at 12:23pm:
  Id like to inform you that we received the package on Friday, 02/10/2023 afternoon and began testing it on Monday, 02/13/2023. Attached please find a photo of the item where you can see some cosmetic damage. We received the dispenser with an almost empty fragrance refill.
  
  After testing the dispenser and the refill, we have concluded that the device is functioning properly. The fragrance refill, although mostly depleted also sprays without issue. Please see video attached.  An additional video showing the dispenser is working properly will be uploaded within the alotted timeframe.
  
  At this time we are willing to offer the following:
  
  Dispenser:       $55.25 (reg price is $65 and she used a coupon for 15% discount)
  Sales tax:          $3.87
                          $59.12
  
  The fragrance refill she received at a 100% discount was not returned.
  
  We will absorb the cost of the return label.
  
  This is our final decision. The refund will be processed in 2-3 business days.
  We consider this case closed and will not engage in further discussion. 

  Customer response

  02/22/2023

   
  Complaint: 18678969
  
  I am rejecting this response because:
  That is a ridiculous statement! The cosmetic damage is obviously from the spray going everywhere! They even agreed that it wasnt working properly and said I needed a different type of dispenser! 
  if they have now fixed the dispenser then they can return it back to me as the amount they are offering is a joke! Compared to what I spent. 
  Sincerely,
  
  *************************

  Business response

  02/23/2023

  Video is attached. The damage is at the top of the unit and the residue is white. The fragrance is colorless and sprays outward. 

  Our decision still stands and the refund for the dispenser less the discount that was applied at time of purchase has been processed. 

   

  Customer response

  02/24/2023

   
  Complaint: 18678969
  
  I am rejecting this response because:

  can you please send me the video they are referring to
  
  Sincerely,
  
  *************************

  Business response

  02/27/2023

  The first attachment is a still shot of the device spraying. The second attachment is the video.

   

   

  We already processed a refund for the device so she did not lose the money. In this case we lost the $10.00 shipping fee, plus the total of $59.12 that we refunded directly to her, and the $35.00 plus sales tax in product that we sent her at our expense with a 100% discount that she never sent back as she stated she would..

   

  As our team members explain and I tried to as well, it is evident that she depleted the fragrance because either her a/c was off or the a/c fan was not in the on position. The device continued to spray, but there was no air flow so the fragrance landed on the ground.

   

  I am not sending it back to her because we already refunded her for it.

   

   

  Thank you,

   

   

  

  Customer response

  02/27/2023

   
  Complaint: 18678969
  
  I am rejecting this response because: The device did not work and the spray went all over the floor which I already proved with my videos  
  
  Sincerely,
  
  *************************

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