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Business Profile

Online Shopping

Instafreshener

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 29 total complaints in the last 3 years.
  • 1 complaint 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:03/17/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    YOUR BUSINESS IS IMMORAL- TWICE you did not send me my airfresheners. After over 100 emails, you stopped responding. You STOLE my money and I want it back. I will take you to court. You cannot steal peoples money and think it is okay. You never gave me the product. SHAME ON YOU!

  • Initial Complaint

    Date:01/16/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 a custom air freshener. I have heard nothing further. The confirmation email says to click on "support" button for help, but the button leads to nowhere. Comments on their ** page show may people not receiving their orders and not being communicated with. The company has made it so people cannot post comments.

  • Initial Complaint

    Date:01/12/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    When ordering my product it was advertised as “would arrive before Christmas” so I chose to go with this company. My order was placed December 14th. I sent several emails to the company regarding an update on my order on the 19th, 20th, and the 24th. After not hearing from them I decided to message them in December 24th on Instagram. They responded finally on December 25 saying I can expect my order between jan 1-9. I messaged them again on Jan 5th asking for an update, they said they were hopeful it would go out over the weekend. Today, still not having an update on the order I messaged them again finally just asking for a refund due to the delay in shipping and inexcusable wait time. I finally received an email from customer service saying they could not refund me and that my order should be shipped any day now.

  • Initial Complaint

    Date:01/11/2024

    Type:Delivery 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 placed an order on 12/5, 2 days ahead of their cutoff for Christmas delivery. I upgraded my shipping choice for an earlier deliver that was supposed to be by 12/22. I have yet to receive the product. I tried to cancel the order BEFORE it went into production, which according to their system did not happen until AFTER 12/25. I finally received an email on 12/29 that it was in production and the updated delivery would be by 1/8. Today is 1/9 and no product. According to USPS tracking my package info is in the system but it has not been received by USPS yet past Jan 4. I have filed a service report with USPS.

    Customer Answer

    Date: 01/25/2024

    Thank you for following up with me. On January 11, my order finally made progress out of Omaha after sitting stagnant since Jan 4.
    My order finally arrived on Monday, January 16. After it arrived, the company emailed me to notify me my package had been delivered, which was feigned customer service.  Then Thursday, Jan 19, I received another email from their “customer service” still making excuses. I replied to that email that I was tired of beating a dead horse and hearing their excuses, but since they emailed I would give them some constructive criticism from a business standpoint on how manage advertising campaigns and recognizing their limitations.  They offered a discount on future orders, which I told them to keep because I wouldn’t be back.
    In the end, this past Sunday, I received a partial refund of $50. My original order was $96.17, and I wasn’t expecting a full refund but the partial refund was satisfactory to me. I felt that was fair since they did have materials and labor involved, so for them to cover their direct costs and forgo the profit on my order was fair. 
    I still would not recommend this company to anyone nor will I retract my complaint I filed with you. 
    Again, thank you for your efforts reaching to them and following back up with me.
    Best regards,
    Shelley 

  • Initial Complaint

    Date:01/04/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 found ************* ** *********, when I ******* their location, I found out they were a US based company, so I proceeded with an order. I made a purchase on December 11 in the amount of $92.70; 7 airfreshners with expedited shipping. I was under the impression that I would receive it by Christmas if I paid additional shipping. The company immediately charged my card but was not responsive to emails or ********* messages. Around December 18th I tried to cancel my order with no response. There were all kinds of recent negative posts about this company although they posted that they have a 5-star rating on their website. I sent several emails to ************************** with no response. I looked up their return policy and since this is a custom order you cannot return the product after it's made unless it's defective. On December 25 I received this email from Emerald S at Instafreshner. "Your order is currently in our production and shipping area. We understand that this is the busiest time of the year, and we are doing our best to get your order to you as soon as possible. Our estimated delivery window is between 12/27/2023 and 01/04/2024. Just to let you know, this is just an estimate, and we are working around the clock to ensure that as many orders as possible are delivered. Since all items sold on Instafreshener are custom-made to order, some actions will become unavailable as your order progresses through our system this includes changes and cancelations." I continued to express cancelation of this order and filed a complaint with Apple Pay as well as my credit card. I also contacted ********* security to notify them about this company’s unethical business practices. Today is the 4th and nothing has shipped or as far as I can tell even designed but they have taken my money and refuse to cancel the order. So, no refund, no cancelation, no shipping information. Not acceptable and very disappointing considering this is an American Company.

  • Initial Complaint

    Date:01/02/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 on 12/11/2023 ****** *******). They only responded after multiple email attempts and the response is a push back of the delivery date. At first it was 12/27-1/4 now it’s 1/8. The email mentioned that it was previously sent via mailing list but I never received the two allegedly sent emails. Today is 1/2 and I have not heard an update from them regarding shipping or ANOTHER potential delay. The only confirmation I received from them, that didn’t require multiple email requests, was the order confirmation. All companies I’ve worked with send a shipping confirmation. I’m starting to think I may never receive this. It was supposed to be a Christmas gift. Told the recipient it was on its way… but now I’m not too sure. All I would like is a valid confirmation that it has been shipped and will actually be delivered.

  • Initial Complaint

    Date:01/01/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 bought and ordered from their web page was super excited to give them as gifts . I paid extra to make sure they would come in time. I order December 11,2023 Still have not received it! They said it’s been delivered but it never was! I got on here and realized this is a reoccurring thing! Super frustrated! Spent 90.00 just want my money back ! How can we stop them from continuing to steal money !!! Ridiculous company!

  • Initial Complaint

    Date:01/01/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 on 11/27/23. Orde* *******. I got an email on 12/15/23. It is 1/1/24 and still no order. The tracking has said " awaiting item to scan" since 12/15/23! I was super excited about this order and now I feel like I've been scammed.

  • Initial Complaint

    Date:01/01/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 from this business on December 3rd. I have paid for my purchase. For several days I attempted to contact the business via email, telephone, chat, and ******** private message. I heard absolutely nothing until I posted on the company’s ** page. I then received emails and ** messages that provided very little information other than my item was in “production and shipping area” and my estimated delivery window has now been expanded to January 8th. This company aggressively advertises on several medias and is not forthcoming with their shipping information. They have also shut down comments on ******** after numerous customers tried to obtain information about their orders. I would like the item I have paid for to be delivered to me as soon as possible.

  • Initial Complaint

    Date:01/01/2024

    Type:Product Issues
    Status:
    Unanswered
    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 12/3 I ordered 10 car air fresheners from this company. I sent an inquiry message via facebook on 12/15 or 12/16 I believe and got a response stating the estimated date of shipment was 12/18-12/28, which was not disclosed at purchase. Nevertheless, I asked if the items not be delivered by Christmas then Id like a refund. Ive since sent 3 emails, and only one response saying the date was further delayed. I still have not received a shipment confirmation or refund. I want my money back.

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