ComplaintsforMaxAroma.com

• Initial Complaint

  04/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On December 27, 2023, I made two purchases (Orders # ******** and ********). I was supposed to receive $30 if store credit with my purchase. They failed to do so. After following up for months, I continue to receive a very dismissive response stating my request is under review.

  Customer response

  05/19/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by MaxAroma.com regarding complaint ID ********.
  
  Sincerely,
  
  ***************************************
  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased MasterCard prepaid gift card on 7/05/23 from Walmart,on 7/08/23 a company called maxroma.com took the $100 dollars I put on the card with no order from **** am 57 years old I don't order perfume,it's just plain theft.The best I can tell this happens a lot from the complaints on your bbb website,you need to shut this company down.My $100 dollars doesn't mean much to you but it does to me I guess your playing under ******* rules and the poor people don't matter. If anyone actually reads these thanks for your time!!! The card # is ******************* security # is *** card expires 01/32

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  4/27/2023 one was for ******- order number ******** one was for *************** perfumes- per refund policy as long as its not used and you haven't returned more than two times then you get full refund. also states you can spray one or two times still except refund in original package company says perfumes were significantly used, only one spray per perfume had been done and they took 57 dollar restock fee. Also by mistake in my return I sent a perfume that didn't belong to them, I asked that they return the perfume, they made me pay nine dollar label and removed it from its original packaging. Now this product can not be returned to vender and i cannot get my 105 dollars back. all they offered was a 9 dollar refund. so I asked for refund of restock as they are not telling the truth of usage and i asked for the box and bag they received the wrong perfume to be returned they have denied me this. in chat the guy also stated that if the amount of money returned is high they charge a restock fee, it does not state that in the refund policy which is why i know they are lying about usage.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased UP8717774840061Nasomatto Black Afgano Unisex perfume ******* de ****** 1 oz 30 ml Spray on 10/24/2021. Thank you for your order from www.MaxAroma.com! We wanted to let you know that your order (#********) was shipped via ****** ***** 2Day on 10/27/2021. Within the past month the spring in the nozzle came apart inside the bottle rendering it useless. The bottle was half full and does not spray. The cap does not unscrew. I contacted ********* and they told me that the perfume was more that likely counterfeit and that I should request a refund. I do feel that it is genuine. They also told that ******** was not an authorized dealer for their products. I contact ******** on two occasional and did not get a response.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ******** order# ********, Order date: 2/8/23, Product ************* Absolutely Blooming perfume, 1.7 oz. Order total: $91.92, item arrived leaking, defective. Full refund demanded.

  Business response

  02/23/2023

  Hello, 
  
  Thank you for bringing this up to our attention. 
  
  Our sincere apologies for the condition in which you received your product. 
  

  According to our records, there's no formal complaint about this incident being reported to our agents. However, we do emphasize the importance of communicating any issues that you may encounter with your order by sending us an email, chat, or phone call. There's an automatic response from our chat bot which guided you on how to handle this issue, then again, if that was not appropriate we would have loved to hear from you about this issue. 
  
  Please keep in mind that we're still on time to send this item back for a replacement or refund back to the original form of payment. We cannot issue a refund until we recieve the original merchandise that was sent in the first place. 
  
  Here's how to send us a return request:
  
  If you placed an order as a member, please log in to your account, then:
  
  - Go to your profile > Find your order > find the item to be returned > Return Item > Select your reason for the return > Submit. 
  
  If you purchased as a guest, please go to the following link and fill out all the necessary information. 
  
  ***************************************************
  
  Once your return request gets approved, we will send you a prepaid return label with details about your return. Please read the instructions carefully to avoid any confusion. 
  
  Should you have any further questions, please send us a new email to *************************************
  
  Kind regards, 
  
  ******** ************* Team
  

  
  

  Customer response

  02/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The product was in such bad condition I had to dispose to it. I want my full refund, as requested.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  02/28/2023

  Hello, 
  
  We understand your concern, after reviewing this case, we came to a conclusion to issue a refund for this product. One of our representatives will get in contact with you with more details about this decision. 
  
  Please let us know if there's anything we could do for you by sending us an email to *************************************.
  
  Have a great day 
  
  

  Customer response

  03/01/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My 11 year old son received a $100 prepaid Mastercard on 12/31/22 for his birthday to buy games for his gaming PC. We saved the card information on his computer so that he could use it to buy games. While he was playing one of his games on 12/31/22 an advertisement popped up for ********. He accidently clicked it the immediately closed the page. The next day we brought him to the store so he could use his card to buy himself a few dinosaurs. The card only had $2.01 left on it. He had only spent $17 on a game the day before. After we returned home I logged into the card account and there was a charge from ******** for $80.00 that went through on 01/01/23. He never signed up for anything as we immediately checked his computer to see if he did. I have yet to receive any response from ******** and this charge was most definitely fraudulent.

  Business response

  02/23/2023

  Hello, 
  
  Thank you for bringing this up to our attention. 
  
  Please note that we use a third party company called Stripe which handles all of our credit/debit/gift card transactions. Stripe will let us know if a transaction is safe and once we get the approval, we proceed to provide our service/product. In the case that this was an authorized transaction, we will need from you to send us as much information as possible regarding the transaction itself (e.g.: Last four digits of the card that was used, final amount and date). Also, keep in mind that if we have processed the order already, we cannot issue a refund since we do not have the physical product in our possession. 
  
  The best way to solve this issue would be to start a dispute with your debit/gift card provider, once the dispute has been initiated, we will reply with all the information we may have regarding this transaction ONLY to your financial institution. 
  
  Please let us know if you need further assistance by sending us an email to *************************************. 
  
  Have a great day!
  
  ******** ************* Team

  Customer response

  02/24/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************************
  
  
  
   
  
  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On December 26th I had activated a Mastercard gift/debit card to only find out within minutes my card got drained with ******** as the company who got the money.I hadn't heard of this company before and now I'd never use them,no1 there gave any concern.i truly felt like they do this ****** often jus by the way I was spoke to,I wouldn't recommend to any1,I just hope the card company gets my money back,100 bucks may not b lot to most ppl but it's my water bill and fuel money fo a week

  Business response

  02/23/2023

  Hello, 
  
  Thank you for bringing this up to our attention. 
  
  Please note that we use a third party company called Stripe which handles all of our credit/debit/gift card transactions. Stripe will let us know if a transaction is safe and once we get the approval, we proceed to provide our service/product. In the case that this was an authorized transaction, we will need from you to send us as much information as possible regarding the transaction itself (e.g.: Last four digits of the card that was used, final amount and date). Also, keep in mind that if we have processed the order already, we cannot issue a refund since we do not have the physical product in our possession. 
  
  The best way to solve this issue would be to start a dispute with your debit/gift card provider, once the dispute has been initiated, we will reply with all the information we may have regarding this transaction ONLY to your financial institution. 
  
  Please let us know if you need further assistance by sending us an email to *************************************. 
  
  Have a great day!
  
  ******** ************* Team

  Customer response

  03/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  No it hasn't been dealt with,said it could take till may,I got screwed over again on a card so no it hasn't had a resolution  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business response

  03/14/2023

  Hello, 
  
  
  Thank you for following up. 
  
  
  Once again, we cannot investigate about a payment if you cannot provide us with details about the transaction itself. There's no records from your part in our data base (based on your email) about this complaint or you providing any details about the transaction (last four digits of the card used, exact amount, date). 
  
  Please note that every single order that we process must be verified for its authenticity by a third party company, moreover, whomever made this transaction agreed to our Security Policy. 
  
  *******************************************************
  
  The best course of action in this case would be to open a dispute for this transaction. If it is linked to us, we will respond to the dispute itself. 
  
  We hope you enjoy the rest of the day. 
  
  
  

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The item I ordered was different then the picture showed and the picture that was on the website was a discontinued fragrance. The one I received was the newer 2017 version of this fragrance, looks completely different. I went ahead and returned my item that they wrongly advertised and they refused to refund my insurance charge. They are the reason I had to return the item and now I just lost money for something that was their fault. I reviewed them on Trustpilot, they tried to get my review removed because they believed I was lying about the horrible customer service I received on their websites chat. They asked if I had a copy of the chatWHO would keep a copy of every chat they had, **** was on the chat for over an hour because the person that was helping me took 10 minutes between each message I sent to send a reply. Why would I lie about that? They also basically told me its not their problem, when it 100% is their problem. They dont answer emails sent to them and I even tried to cancel the insurance charge shortly after ordering but.they dont answer their emails.False Advertisement Blames Customers Calls Customers Liars Online Chat Takes An Hour Ignores Emails I could keep going.This company is a joke and has horrible customer service!

  Business response

  02/23/2023

  Hello Dear Customer,
  
  Thank you for your feedback.
  
  Please note that we received a return request for the order you placed. We received the merchandise and we issued a full refund for it. The remaining balance of $0.98 is the charge for the shipping insurance that you selected at the moment of checking out. As you *** be aware, the shipping insurance fee is non refundable since this amount covered your package in case of loss, theft, or damaged during transit.
  
  For further details, please check our shipping policy and return policy:
  
  *******************************************************
  
  ****************************************************************
  
  In addition, we reported your review since we have no records of a chat, once again, please send us a much proof to *************************************.
  
  Regarding the depiction of our inventory, please note that due to our vast amount of inventory, it makes it extremely difficult to keep up with every change a brand decides to do with their products. A picture in our website *** reflect an outdated product but please consider that we do our best to keep up with all of these changes.
  
  As per our policy:
  "Product Description
  Although MaxAroma.com personnel have made every attempt to get the photos of our products as close to the actual merchandise in terms of its placement in the color spectrum, the color of the items depend on the customers monitor. MaxAroma.com does not guarantee that the product descriptions are valid in entirety, preciseness, reliability, or error-free. If an item on MaxAroma.com is not as characterized by the website, the customer *** return the product for a refund in the condition it was received (unused).""
  
  Source: **************************************************
  
  Please let us know if you have any further inquiries by sending us an email *************************************.
  
  Kind regards,
  
  ******** ************* Team
  
  

  Customer response

  02/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The reply to my complaint show how unprofessional horrid this company is. Anyone that reads this I would avoid this company at all cost because they just dont care. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** *****
  
  
  
  
   
  

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted this company on 12/26/2022 informing them about a fraudulent charge placed on a Xmas gift card for my daughter in the amount of $500 on 12/26/2022. The customer service rep took the last 4 digits of the gift card number and was able to confirm the card was used by a person other than me or my daughter. The charge was in "pending" status per the gift card from *************** (purchased at ********* I requested the ** rep cancel the transaction since he was aware that is was a fraudulent charge (submitted a few hours ago) and he declined. Suspecting he and/or this company is connected to the fraud I explained I will submit a BBB complaint. This company is fully aware of the fraud and I honestly believe they are part of it. The customer service rep preferred I speak with the gift card company (I did this as well).

  Business response

  02/23/2023

  Hello, 
  
  Thank you for contacting us. 
  
  Please note that this transaction was processed by a third party company called Stripe. Stripe will verify if a transaction is safe to be sent, in this case, the transaction was approved by the credit/debit/gift card provider, hence, we received the payment and processed the requested product/service. We currently do not have an option to issue a refund if an order has already been processed and shipped out, in this case, we advise to open a dispute for this transaction with the financial institution since we cannot stop the delivery process once it has been initiated. 
  
  I hope this brings mor insight into how we process our orders but if you need further assistance, please send us an email to *************************************. 
  
  Have a wonderful day!
  
  ******** ************* Team 
  
   

  Customer response

  02/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   I'm not interested in learning about ************ pass through fraud promotion process that believes accepting stolen funds is healthy for a business reputation. ************ knew about the fraudulent charge within hours of the transaction and did nothing about it. Controls should be in place to prevent fraud, not promote it. Furthermore, what response and support did stripe provide when you reported this fraudulent activity to them? 

   

  Additionally, calling or emailing ************ directly had no success, hence the reason for the BBB complaint. I'd much rather the public read about this case and learn about the business practices of ************ with regard to known fraudulent activity. 

   

  You company accepted stolen funds from my daughter, do something about it! Contact ***** and file a complaint! Report the contact information and this case to the authorities to stop it from happening again. This response from ************ is unacceptable, unprofessional, and shameful.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  02/28/2023

  Hello, 
  
  Please note that Stripe (third party company) will only send us authorized transaction which comes as an approved transaction from your financial institution. Unfortunately, we cannot stop the process of handling an order if it is (1) approved by your financial institution and (2) revised and authorized by Stripe. As you may understand, we cannot start a dispute for a transaction on your behalf since (1) we cannot find details about the specific transaction and (2) only your bank or yourself can start the dispute, not us. 
  
  We will provide as much evidence as it was explained before, once again, we're kindly reminding you to get in contact with your bank in regards to how to open a dispute. 
  
  Have a great day

  Customer response

  03/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The dispute process, with the financial institution, began on the day the fraud occurred and ************ was contacted, originally on that day, 26 Dec 2022. Additionally, there have been several follow-*** with no progress from ************. ************ is aware of the fraudulent activity and has provides no support to 1) mitigate the problem to protect consumers, 2) prevent fraudulent activity by placing controls to cancel or hold a potential fraudulent transaction. I sincerely hope there are very few calls like mine informing ************ of pending fraud they could DO something about. However, if this is a common occurrence and they choose to accept the fraudulent funds, this reflects poorly as a professional business. As such, this also enables more fraud to occur. Hiding behind a 3rd party company for financial transactions does not negate the fact that ************ is willing to accept stolen funds. Is ************ doing anything to improve upon this issue?

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 4 fragrance in total ********. I supposed to get it earlier today August 15 2022. I saw the tracking number says it was delivered and signed for not even a name. Im home all day nothing came I didnt signed for anything. I immediately emailed them since Im worried. I received an email from them and they told me that the package was insured and they want a police report from me. Imagine the hassle even though you didnt get the package. This is unacceptable. I want my money back.

  Business response

  02/23/2023

  Hello, 
  
  Thank you for contacting us. 
  
  Please note that we received your complaint and requested a police report in order to process a replacement package. This measure was taken because of the nature of this shipment. Later on, you disputed this transaction and the reason was "product unacceptable" and never about this package being lost.
  
  We responded to the dispute between your financial institution and ourselves, eventually we won the dispute and we still sent you a replacement package. We considered this case close since you received a replacement package despite all the negative feedback we received from you. 
  
  We do not offer a refund but we do send a replacement package when it comes to similar cases and we have always resolved any issues given all the needed documentation. 
  
  If you need further assistance, please send us an email to *************************************.
  
  Have a great day!
  
  ******** ************* Team
  

*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. ↩