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:10/31/2024

  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 received a home scent machine from this company. I ordered it in March, and received it a month later. Since I received the machine in April, it has not worked properly. I have sent numerous emails to the company explaining to them that the machine doesnt work. And they have continued to tell me they are trying to fix the app. I finally gave up and ask them to return my money. They asked me to return the machine. I personally delivered the machine back to them on October 18 and in return they emailed me confirmation of receipt and said I would be receiving a refund. Ive heard nothing from them since then. They have run me around in Circles with their product for the last six months. I have returned their merchandise as they requested. all Im asking for is my refund that they agreed to. I have all of our email correspondence as proof. Which I will be happy to forward to you if necessary. I think it is very unfortunate that to this day the company is continuing to sell a product that they know does not work properly. I would appreciate it if there is any way you could help me receive my refund of $178.74. Please contact me if necessary. It is certainly not fair that they have their product back and they are also keeping my money. Very bad business.

  Business Response

  Date: 11/05/2024

  Hi ******,

  First of all, we deeply regret that you had a bad experience with our product and our service. We pride ourselves on great customer service and we are very grateful for our customers, and we strive for only great customer experiences. However, we seemed to have failed your expectations this time, for which we apologize.

  For clarity and to hopefully make you feel better about it all, I would like to provide a little background on the situation. Our *** promotion in March was a very succesfull but unexpected one, which made us run out of inventory in the imddle of fulfilling the orders. And despite our best efforts the supplies were greatly delayed. I wish we would've been better prepared for the success the *** platform offered, but it was the first time and we didn't know.  

  The Scent Machine 101 that you bought is actually a really great scent diffuser, and since we updated our server and other technical aspects of the app, the app it is working much better now and it is fully operational. I know you did not experience that when we try to troubleshoot with you, because we were in the middle of changing servers and recreating the User interface for a better experience. Unfortunately you - the customer - got caught in the middle and for that we are very sorry.  

  The issue with the refund was delayed in part by the rules set by *** who created a sepaparate website for customers to use to buy our products during the show. Those settings had a set return period or 30 days, so our customer care department was instructed to stick to those rules. I wish we would have connected a little earlier after receiving the machine at the end of April and maybe we could have avoided all the trouble and inconvenience to you. Also, when we finally got your machine back and approved the refund we found ourselves without the option to refund, since that website grom *** had no way of refunding anymore. Anyways, bad planning on our end with this whole GMA thing, not your fault. As of November 4th, you should have received your refund of $124.97 which represents what you paid for the machine you have returned. You were not refunded for the fragrance you bought of $50 because we did not receive those back. But you should be able to use that fragrance anyways either in other scent machines or nebulizers and still enjoy those scents. 

  To conclude, I am hoping you will choose to give us another change to redeem ourselves and show you who we really are. As a felow Las Vegan, we would love the opportunity to help you scent your space effortlesly in the future. Sorry this didn't work our for you as you hoped the first time!