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:11/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have had 2 of these and both failed within 2 months. The first one was purchased on ******, and because ****** has a longer window for returns I was able to get a refund. I like the Santal fragrance so I thought I would give this another shot and purchased directly from this site. Like clockwork, this failed after filling with fragrance a second time. I ran Aromatech's cleaning solution and followed their directions if you are having issues to no avail. Unfortunately since this one failed right after the window I was able to return it for a refund, only 1 month if you purchase on this website, my only options are an exchange for a working unit. This feels like a scam because they are making way more money on the fragrance refills so they can just continue you to send you new ones when they fail. I strongly recommend NOT PURCHASING ANYTHING FROM THIS COMPANY!!!!!!!!

• Initial Complaint

  Date:07/09/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 products (essential oils - Best Sellers) on June 29th 2024. According to my account on the website, the order was fulfilled and ready to ship on July 3rd 2024. Its a week later and that status hasnt changed. I emailed on July 7th 2024 and did not receive a response. Today (July 9th 2024) I have tried the websites customer service chat and received no response and there wasnt anyone available to speak with me on their phone line. I would prefer just to receive what I ordered but in lieu of that Id be happy with my money back.

  Business Response

  Date: 07/17/2024

  Good afternoon *******,
  
  We hope this message finds you well. One of our customer service representatives recently spoke with you and resent your order, which was delivered to you on July 13th. We apologize again for the issue with your original order. If there is anything else we can assist you with, please let us know.
  
  Have a great rest of your day!

  Customer Answer

  Date: 07/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:06/05/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Thus business sells diffuser ouls at high prices without any sort of sample to test scents before purchase except their vague description so you have to order a full size item There is a return policy however even for opened items I received my item, a glass bottle in a cardboard cylinder wrapped in paper inside a other box. I unboxed the item and opened it to find it was nothing close to what I had anticipated and promptly reached out for a return label. They sent one but not before asking if I'd rather do an exchange. I declined I placed the glass bottle back into the cylinder, back into the brown paper wrapping and sealed the box. When I received a return lable days later I put it on the sealed box and dropped it into a fed ex pick up box.I received an email saying since I didn't not return the item and my return request was canceled. Thus is when week responses begin in regards the company claimed there was no update on the tracking and it was never sent. They kept asking me for proof it was mailed or a reciept from the store I brought it back to, tho I only dropped it at a box location outside of a store. Finally they admitted there was tracking and it was In transit. The item was then received.Now the company claims that the box was empty. Demanding that I tell them that I still had possession of the item so they were not liable for refunding me nearly $80 I spend on a bottle of oil. I told them that as I mentioned thru many emails that the item was indeed repackaged the way I received it and returned. This company went out of its way with elaboration claiming the item was never sent for almost a month to then try and say that the box was empty taling photos of an empty box and sending it to me. After I refused to tell them I still had an item which I had sent out over a mknth prior they cut off on contact. I opened an investigation with affirm and now writing This email. This company scams on so many levels and I just want my money returned

• Initial Complaint

  Date:10/23/2023

  Type:Order 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.

  My son purchased this item as a Christmas gift for me last year and it never worked properly. I have contacted the company on multiple occasions requesting a replacement. The company rep asked me to send a video demonstrating the problem and despite my doing this on multiple occasions they have yet to send a replacement or ask me to return mine so that they can diagnosis it.

  Business Response

  Date: 10/31/2023

  We have been in contact with the customer regarding their diffuser. We are proceeding with an exchange for a new AroMiniBT and replacement oils, the customer has been sent a pre-paid return shipping label and instructions. Once the unit arrives we will be in contact with the customer to ensure the diffuser is initialized and running.