ComplaintsforAroma360, LLC

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had received a faulty diffuser and reached out requesting a refund. I was told by customer service to mail the diffuser back and I would get a refund and my subscription cancelled. I was told once it was shipped to send a photo with the tracking label and it had been dropped off, which I have screenshots of this. This was also back in September. To this date I am still fighting with Aroma360 about cancelled the subscription stating that they are unable to even though I was told they could. they have also for 2 month now telling me that they were escalating my issue and that a supervisor would be calling me. no one has been calling and if they are calling they are not leaving a voicemail. I have a subscription pending that I keep pushing back until this is cancelled. I am at a loss of words as I have no other options to move forward as this has been on going for 2 months now and I have already returned the device and have not received a refund as promised. If more documentation is need I have the entire email thread.

  Business response

  11/18/2024

  We appreciate the opportunity to address these concerns.After reviewing the customers account, we can confirm that the subscription has been cancelled. The company did receive the non-working diffuser back,however, it does take several days to process through our system and a chargeback was processed by the customer before a refund could be issued. While we strive to handle these situations promptly, the chargeback process complicates the ability to issue any further refunds. We hope this resolution provides Ms. ****** some clarity. Should she require further assistance, we are here to help.

  Customer response

  11/18/2024

   
  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,
  
  **** ******

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have requested that my subscription be cancelled with this company and have returned all of the equipment and unopened fragrance. I have sent them multiple emails with this request and have called on at least 3 occasions to cancel. During the last phone call on Friday November 1, 2024, I was told that shipment just needed to be checked in and then the subscription would be cancelled. I sent another email yesterday to which no one has responded I did receive an email that my ticket was closed. When I upgraded my subscription and was told that a third party billing company would be billing me, it was not clear at the time that this would be a line of credit. I am requesting that my subscription be closed and the line of credit/ billing be credited for product that was returned and the remaining that has not been received.

  Customer response

  11/12/2024

  This has been resolved by myself and the company 

  Business response

  11/19/2024

  Hello, Thank you for bringing this matter to our attention.After reviewing her account, we can confirm that the return packages have been received and her account was closed as of November 11, 2024. If the client has any further questions or concerns, we are here to assist.

• Initial Complaint

  11/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed a 3 yr contract (Jul '23) and I have more notes than will allow for 2000 characters, so I'll sum up as best I can. Two mo's after **** 1st set of units, I began having mechanical issue (gurgling sounds, not shutting off per the timer set, or just did not have scent output), Ive returned/replaced units in Dec 23, Apr 24 & Aug 24. In Sep 24, same issues started, but this time I was trying to return the units only as I was not going to continue to return/replace units, for the same issues and pay for oil I cant use. Many tickets opened since, only to be closed immediately, if they cant get me on the ph. I still cant get a *** to discuss cancelling the contract. I did stop my credit card in Oct 24 and spoke to UAS (billing side, as they called asking for payment). They also cant help me. By filing this complaint, I hope they will help to cancel the contract as I shouldt be forced to stay in a contract when they continue to provide faulty unis.

  Business response

  11/11/2024

  Hello, a representative from Aroma360's corporate office called and left a voicemail for the client. Once they speak, we will arrive at an amicable resolution. Thank you!

  Customer response

  11/20/2024

   
  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,
  
  ****** ********

  Customer response

  11/20/2024

  The Director of Compliance called me and we reviewed all the past history as well as options to continue with the membership and/or if I still wished to cancel.  Given the options, and the offer to send me two different type of units, I think this will eliminate the issues I've had.  If not, I have her direct info and can discuss any future questions/concerns directly to her.  Thank you to Better Business for assisting me to get to this resolution!

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 28 I visited the Aroma360 site looking for a diffuser. After looking at oil options I chose a mini diffuser which was promoted at a price of $99 and two oils. Once I made the purchase I was immediately contacted by text regarding my order that should attend to. A ***resentative then called me and tried to upsell me a more expensive item and an oil subscription for 36 bottles of oil which needed my credit to be run. I was not interested and was told the item I bought would hardly scent a bedroom even though the square footage on the site was around 900 sq ft. I felt I was baited and wanted a refund. I was told the *** could not stop my order even though when she was trying to upsell me she indicated she was going to swap it out. Once we got off the call she stopped answering my calls. I used an online chat to try to get a refund to no avail. The items eventually arrived and when I tried to return the items I was told no order or account existed in my name. On 10.31.24 I noticed a charge for $120 to aroma360 on my account. I called a number I found online and the *** said they couldnt hear me and hung up or they stayed silent on the line. Finally someone answered and said they could only direct me to the loyalty team. I could only make one of two options to be connected so I opted for family plan. The ***resentative then said I entered into a subscription once I bought the oils and diffuser which was discounted. I explained there is nowhere on the website that says that. It looks like Im buying a standalone item. I was never told I had a subscription since they had no account or record of my original purchase which they charged me for. I asked for them to reverse the charge and the *** simply left the line open and stopped speaking or responding to me.

  Business response

  11/11/2024

  Hello, please excuse the delay in responding to this complaint. Our records indicated that on November 2nd the clients subscription was cancelled and subsequently on November 11th  a refund was issued. Depending on the clients bank the refund can take 2-5 days to appear on her statement. Thank you

  Customer response

  11/12/2024

   
  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,
  
  ******* ******** ******

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Original purchase made in 8.11.24 with promo of free mini Pro Scent Diffuser. Promo required 3 months of pro-pod scent (1 pod each month $38.46 value) be purchased. Subscription was automatically set up with the disclaimer that you have full control to manage, change scent and cancel at any time. This is false, you must request to speak to someone and they contact you at their convenience (which isn't convenient). First order received and had leaked inside package, disappointed but able to used some of product. Called and let customer service know. On ****** my first subscription ran order A1217116 !!2!! Pro-Pods were added to my order and both received partially opened and had leaked all over, oil spilled everywhere. No product was left. I sent pictures to customer service, explained the situation and they were kind enough to ship out new product at no charge. No explanation as to why 2?! A1231081 replacement was received 9.10.24 in the same condition. **** driver had wrapped it up in a plastic bag, let me know they would not deliver the item in the future if received in the same condition. I contacted customer service again sent photos and explained that they needed to ensure what they were shipping sealed products. Again they shipped a replacement order A1247641 9.19.24 and again same condition. I reached out to customer service several times before I finally was able to communicate with someone via email named *****. I explained that I no longer wanted the subscription and I understood per their agreement I needed to purchase 2 more months but they couldn't get me what I ordered without it leaking. I was offered $50 credit and she would cancel additional subscription that shouldn't have been set up to begin with and told me I couldn't cancel both subscriptions. I refused. Aroma360 wants to play games, lock you in to a subscription that won't end until 2029/2030. This was not what I agreed to and I feel absolutely stuck.

  Business response

  11/07/2024

  Hello, We apologize for the issues the client faced with our devices as well as when attempting to cancel her subscription. It is confirmed that the subscription was cancelled on October 28th and there will be no further charges. Thank you

  Customer response

  11/08/2024

   
  Complaint: 22473925
  
  I am rejecting this response because: I am writing to formally reject the response provided by Aroma360 regarding my complaint. I have attached evidence confirming that my subscription has not been cancelled as requested.
  
  Sincerely,
  
  ******** ***

  Business response

  11/14/2024

  Hello, it appears that the client had 2 active subscriptions. We did in fact cancel the 1st subscription as noted in our previous response. The second subscription was cancelled today, just  prior to submitting this response. Thank you

  Customer response

  11/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I verified the subscription was cancelled and I appreciate  the BBB acting as mediator and resolving this ongoing issued.  This resolution is satisfactory to me. 
  
  Sincerely,
  ******** ***

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a diffuser on Aug 4th through a promotion with a 3 month subscription. The diffuser leaked oil all inside and stopped working within a month. In September, they sent me a replacement and I returned the old unit. It is now October and the replacement unit has oil leaked all inside and stopped working. I called the company asking them to ****** my subscription. They stated I signed a three month contract that they would send me a replacement. I told him I did not want to replacement because of the inconvenience of me taking time off of work to make it to the post office to return the diffuser and I wanted to just cancel my subscription. They told me if I cancel my subscription. I would be charged $99 . I told them I refused to be charged $99 for a defective item. They also had the audacity to ask me if I wanted to upgrade to a professional model, to which I told them absolutely not. I asked to speak to a manager, but I was disconnected. All Im asking is to cancel my subscription. I have paid for 3 bottles of fragrance that I have no use for!

  Business response

  11/06/2024

  Hello, we apologize for the issues the client experienced with her diffusers as well as the difficulty she was faced with while attempting to cancel her subscription. We can confirm that the clients subscription was cancelled on November 5th. Thank you

  Business response

  11/06/2024

  Hello, the clients subscription was cancelled on November 5th at 9:39 AM EST. We apologize for any inconvenience the client experienced. Thank you

  Customer response

  11/18/2024

   
  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,
  
  ******* *********

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I initially purchased my first 360 wireless oil diffuser for $179 without a subscription after one month I purchased another diffuser. It was not the wireless for $99 plus the oil subscription. After two months The first diffuser stopped working. I contacted the company and they promised to send me a replacement diffuser and confirmed that is was comparable to the one I purchased. However, when I received it, it was an inferior diffuser, not the wireless pro diffuser so I sent it back with a letter stating that this diffuser was not comparable to the one that was being replaced. Literally, one day after speaking with someone my second diffuser stopped working. I am currently paying for an oil subscription with no machine to use the oil , it took me two weeks to speak with someone from customer service originally I have yet to hear from anyone concerning the second machine as well as being sent the correct machine for the wireless pro. This company is a scam. I am out of over $400 including shipping cost and oil. I will never use this companys products again. I will be happy to return both machines and unused oils for a refund.

  Business response

  11/05/2024

  Hello, our records indicated that the clients subscription was cancelled on October 25th at 12:28 PM EST. We apologize for any inconvenience the client experienced. Thank you

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I decided to give this company a try and placed my first order on 4/18, the diffuser worked fine for the first 4 months on the 5th month that I went to check if the scent had ran out I noticed the bottle was just as I had placed it thats when I first noticed the diffuser was not working I tried everything it was fully charged and all but still was not able to get it working. I reached out to customer service and they told me I had to reach out to a different department and they would be able to help me, well I tried calling that department multiple times and would be on hold for over 20 minutes and when it seemed to finally connect with someone it would end up disconnecting, I went ahead and reached out through the email I had received the first time tell me to call and let them know I was having the issue where I could not reach anyone, they got back to me only to tell me I was out of warranty. What a waste of money

  Business response

  11/04/2024

  Hello, please excuse the delayed response. Our records indicate that the client's subscription was successfully cancelled on October 14, 2024 at 1:31 PM EST. We apologize for the less than exceptional service the client experienced. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  February 10, 2024 I agreed to a subscription (see document downloaded) for a free diffuser if I purchased 5 or 6 refills. To date, I have been charged for 8 refills, not including the one I paid for in the initial purchase. I was supposed to have been credited back $99 after those refill purchases, but I have never received that refund. I have tried to cancel since they obviously do not honor their offers. If I try to contact them by phone they conveniently disconnect the phone call. If I try to use their "chat box", I just get caught up in some stupid loop where I get a message from some nut job with the fictional name of ****" and I'm always told "I'm sorry did you not receive your refund. Use the link to request it - the "link" takes you back to the original chat box and you start all over again. In other words, this business does not provide any way to contact them - everything you try is either disconnected or put into an endless loop that goes nowhere. Order numbers, including the initial order, are: A1281227, A1224981, A1169574, A1112387, A1057189, A1000208, A950416, A908536, A870277. I have received refills of oils that have leaked either due to improper packaging or defective bottles, and the final insult is that there is absolutely no way to cancel a subscription - you just keep getting thrown back in to their endless loops that go nowhere other than to generate a stupid message from "****" that says nothing. I would like to have the $99 refunded to my account that should have been refunded MONTHS ago, AND I want this account closed. I'm sorry I ever got tangled up with these people - it's unfortunate that customers don't have any way of knowing they can't cancel once they've completed their obligations - there is NO WAY to cancel these clowns.

  Business response

  11/05/2024

  Hello, please excuse the delayed response to this complaint. The clients subscription was cancelled and the security deposit was refunded on November 5, 2024. Thank you

  Customer response

  11/09/2024

   
  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.  I do want the complaint against the company to be registered so that the public is aware of their dishonesty in how they reel people in and then just keep taking their money with no way to stop them.  That's so outrageious
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Their promotion says you have to stay in for at three shipments for the free difuser. It also says you can change scents. However when i changed scents they added another month where i could not cancel. They say you can cancel from the Manage Subscriptions portion of the website. Not true. When you talk to someone on chats they will not help you. They keep telling you to go to the Manage Subscriptions tab. When you go there it tells you to call. Conveniently theyre never open when you try to call

  Business response

  11/01/2024

  Hello, the client's subscription was cancelled on October 25th. An email was sent to the client confirming this. Thank you

  Customer response

  11/14/2024

   
  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. I did reach out to the company again after filing this complaint and they canceled the subscription as stated. 
  
  Sincerely,
  
  ***** ********

*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. ↩