Complaints

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.

• Initial Complaint

  Date:01/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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 Answer

  Date: 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

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:08/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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
  

• Initial Complaint

  Date:07/18/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Date of transaction; May18th ***** Amount paid ; $ ****** My purchase was never delivered, and that package was never seen by me, or my neighbors delivered to my address I paid extra money for insurance with the purchase.******** **************** been informed about what happened right away

  Business Response

  Date: 02/23/2023

  Hello Dear Customer, 
  
  Thank you for bringing this complaint to our attention and our sincere apologies for the late response. 
  
  According to our records, we acknowledged and helped you out regarding this issue by providing you with a claim form which we forwarded it to our insurance department. Moreover, due to the nature of this shipment, our insurance department required from you a copy of a police report about this incident. This measure is taken on all similar cases that we have successfully solved in a timely manner. Please note that at that time, we gave you 30 days to file a police report to the nearest ***************** via phone, website, or in person. Then again if you needed more time to provide ** with the report, we could have extended the waiting period. We are required to verify the authenticy of such report in order to move forward with a replacement package, as per our policy, we cannot issue a refund when it comes to this scenario, instead, we will provide you with a replacement package once we receive all the necessary documentation. 
  
  In this case, your accepted the terms and conditions from our shipping policy at the time of checkout when you selected to not have a signature required, at the same time you selected a shipping insurance. Please note that we have never denied a replacement package for this case because there's a shipping insurance, but we're only requiring a police report for it in order to process a replacement package. In the instance that there's not insurance for the package, ******** is not responsible of a package that is marked as successfully delivered by the shipping carrier. 
  
  For further details, please visit the following link:
  
  *******************************************************
  
  Please let us know if you need further assistance by sending us an email to *********************************. 
  
  Have a beautiful day!
  
  ******** ************* Team
  
  

  Customer Answer

  Date: 02/28/2023

  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]

   

   

  During check out there was no option for direct signature therefore I chose package insurance to add to my purchase which i usually do with any of my purchases if it is an option.

  
  

  Secondly , you asked me to fill in a form to get a replacement package stating that it is my only option which i did ( and then you changed your statement to file a police report )

  
  

  I went to my pricenct twice regarding that matter , called 911 and finally one day before i move out from that building they showed up after calling 911 , we had access to the surveillance cameras which showed ( absolutely no *** packages delivered within that time frame showed on the tracking history ) and since there is no evidence to claim that someone stole it ; there is no ploice involvement.

  
  

  Maxroma failed even to file a missing package with *** and when i tried to do so *** satated it is  the shipper who would need to file such claim.

  
  

  That matter took so long from a company a  supposidly legit according to many youtuber influncer but looks like it is not.

  
  

  I am waiting for my refund as it is unfair and frustrating experince ; which wasn't taken care of or deallt with as it shpuld be from the beginning.

  
  

  
  

   

  [Your Answer Here]

   

   

   

   

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

  
  

   

   

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

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

  Customer Answer

  Date: 03/22/2023

  Thank you for getting back to me .

   

  No I did not get a replacement and I requested a refund because the following ;

  It has been long time since that incident happen ( I didn't receive the package ) and I had to buy something else.

  when I agreed with the business to send a replacement back in June,2022 the business denied it and they asked for a police report ' though police did not issue a report because I am not accusing anyone of stealing my package as well the surveillance cameras did not show any *** packages delivered at that time .Therefore they advised me to contact *** as this is not a police matter.

  Most importantly, the Business did not do the right thing of filling a lost package claim with *** and when I tried to do so on my on , *** told me due to restrictions the shipper need to file the claim not the receiver.

   

  I paid extra insurance to secure my purchase and later on the business put complications on how they translate and deal with the situation.

   

  Thank you for your continuous help and support in that matter

   

  *******

   

  Business Response

  Date: 05/23/2023

  Hello, 
  
  Thank you for following up. 
  
  As you may be aware, we're denying this claim once again due to the following reasons:
  
  -The content(s) of the package were insured against theft, loss, or damaged during transit. This scenario falls under theft since the carrier marked this package as successfully delivered at that time. A formal complaint with the carrier could not be possible since the carrier will only accept to investigate if there's a signature captured for this package. This package did not required a signature for it as per your request at the moment of check out.
  
  -Our website will automatically turn ON a signature for a package if the order is of $200 or more as it is in this case. The buyer opted out from the signature and a pop up message appeared mentioning that we do not take responsibility for it. For further details, please refer to the invoice attached. 
  
  - We did not deny the claim, however, our insurance department will only provide a replacement package once we receive the required documentation. In this case, we needed a Police Report in order to send a replacement package. A police report has to be filed by the recipient/buyer since there are details that the PD may ask in order to file this report (e.g.: security cameras, doorman, receiving area, lobby, etc). There's no need to call 911, but instead there are 3 options to file a police report (in person, phone, website). Please note that the police report was never provided to ** or our insurance department. 
  
  - The time period is long overdue, I consulted with my superiors and we cannot reopen this case. 
  
  I hope this bring a insight into this case and finalize the complaint.