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Business Profile

Perfume

MaxAroma.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Perfume.

Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/29/2025

    Type:Product Issues
    Status:
    Resolved
    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 purchased a bottle of perfume last night for my mother for Mother's Day never received an email but I had an order number and I created an account with them now. I wake up at 5 something in the morning. Something tells me to go check and now it's saying that I do not have an account with them even though I know I create it and account with them. Last night i used ****** Pay. To purchase it because that is one of the merchants they use for payment last night. I had an account now. Tonight I do not as well as the fact that I never received an email that my order was ************ somebody with a disability, I feel like this is very disrespectful. And hurtful I hate scammers

    Customer Answer

    Date: 05/24/2025

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding MaxAroma.com has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

    ********** *******

  • Initial Complaint

    Date:02/28/2025

    Type:Delivery Issues
    Status:
    Unresolved
    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.
    Placed an order with company for two perfumes. I added insurance in case of theft or loss. The order was misdelivered and I called the company. The lady was extreme rude. I emailed and was given instructions on how to file a claim. ****** ******* then tries to intimidate me by asking for a police report for theft. I explained that in my city I cant file a police report for theft unless I see it happen or have it on video. He didnt care and wanted to to falsely one .

    Business Response

    Date: 03/17/2025

    Dear Valued Customer,

    Thank you for bringing this matter to our attention.
    Our customer care team is dedicated to ensuring a seamless shopping experience, and we are committed to addressing any issues you may encounter. Regarding your claim for order OR702603, we kindly request that you submit a claim through our website, as this is the official process through which we receive such requests.

    As part of our investigation and in accordance with our policy, our insurance department requires a police report documenting the incident. This document is essential for processing the claim, and failure to provide it may result in delays or even cancellation of the claim. We have successfully resolved numerous claims similar to yours, and in most cases, the police report has been the key factor in moving the process forward.
    Please understand that this is a standard procedure, and we must adhere to it in order to proceed with offering a replacement package. Rest assured, we are fully committed to resolving this issue and will promptly provide the requested products as soon as we receive the necessary documentation.
    We appreciate your understanding and look forward to receiving the required documents to proceed with your claim.
    Thank you.

    Sincerely,

    Maxaroma.com

    Customer Answer

    Date: 03/20/2025

    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 company fails to understand I cannot falsely file a police report claiming it was stolen. I gave them the local police number to verify and refused and keep asking for a police report. They are rude over the phone and are just at this point being *****. 

     

     

     

     

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


    Sincerely,

    ****** *******




     

    Business Response

    Date: 04/01/2025

    Hello,
    We understand how frustrating it can be when a package goes missing, even when the tracking shows it was delivered.


    At ********, we do our best to protect our customers' orders, which is why we offer optional shipping insurance during checkout. The customer selected and purchased this insurance for added security.


    As clearly outlined in our Shipping Policy, when a package is marked as delivered by the carrier but the customer believes it was stolen, our insurance process requires the buyer to file a police report with their local department. This can be done in person, over the phone, or via email. This step is essential for us to process an insurance claim and issue a replacement or refund.

    *******************************************************


    Unfortunately, in this case, the customer chose not to provide the required police report and refused to proceed with the claim process. As a result, we were unable to fulfill the insurance claim or send a replacement package.


    We truly wish we could have resolved this differently, but we must follow the insurance procedures that are clearly stated and agreed to at the time of purchase. We're still happy to assist if the customer changes their mind and is willing to cooperate with the claim process.

    Customer Answer

    Date: 05/08/2025

    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:

    As I indicated many times over email and phone I am unable to file a police report. I dont believe it was stolen but misdelivered. I gave the company the local police number to call. In my city they dont take police reports for lost packages unless I see the person or have it on camera . I never saw anyone  or have cameras. The police  department advised me not to file a fake police report as it is  a crime.

     

     

     

     

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


    Sincerely,

    ****** *******




     

  • Initial Complaint

    Date:01/20/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Paid for my order with Klarna, MaxAroma told me at first they had technical issues and couldnt tell me when my order would ship. They said I wasnt the only one with this problem. Then after reaching out again, they said they couldnt find my order at all, and to file a dispute with my bank. They didnt give me an order number or a tracking number. I have all the screenshots from Klarna showing that I placed and order and paid the full amount for the product they refuse to give me.

    Business Response

    Date: 02/04/2025

    Hello, 

    Thank you for bringing this to our attention. Please be aware that there's no records pertaining any order placed with your email address. In addition, we do not use Klarna as a method of payment which is why out team suggested disputing the charge. 

    Customer Answer

    Date: 02/04/2025

    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]

    Max Aroma does accept Klarna as payment. I have attached screenshots of the website on the Klarna application. As well as my receipts from my transaction. I paid $215.85 to Klarna, which was in turn paid to Max ****************** style="margin: 0in 0in 10pt;"> 

     

     

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


    Sincerely,

    **** ********




     

    Business Response

    Date: 02/17/2025

    Hello, 

    Thank you for your patience and our sincere apologies for the confusion. 

    We finally were able to find this transaction made back in October, 2024. However, this transaction was not done via Klarna as per your statement. Once again, we do not offer this method of payment in our website. On the other hand, we did find a transaction matching the description provided from your card ending in the last four digits you provided in the screenshots. 

    We recently issued a full refund for this transaction and it should take around 3 to 4 business days for this refund to be posted in your statement.

    We regret any form of inconvenience this may have caused. Please accept our apologies along with a full refund for this transaction (please find the attached screenshot for your reference).

  • Initial Complaint

    Date:11/05/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 October 14, 2024 I placed an order for $179.10 with Maxaroma and I was supposed to receive 5 cologne samples with my order. I only received 4 samples and when I contacted the business to resolve the issue I was told it was a problem from the manufacturer and offered 10% off on my next order for my inconvenience. I did not place my order with the manufacturer so I don't understand how that relates to my problem with Maxaroma not honoring the offer for the order I placed with Maxaroma. The 10% off offer is a least we can do compensation since I can receive 10% off and sometimes more by using a coupon code from one of the fragrance influencers they pay to promote ordering from the ******** website. I would like Maxaroma to send me the 5th sample as promised and since the other 4 were **************** samples the 5th should be of equal or greater quality. I have attached a copy of the original invoice from my order showing the offer and a copy of the email I received from Maxaroma after I made them aware of the error.

    Customer Answer

    Date: 11/29/2024

    Better Business Bureau:

    At this time, I have not been contacted by MaxAroma.com regarding complaint ID ********.

    Sincerely,

    ********* *****

  • Initial Complaint

    Date:10/28/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    MAXAROMA SENT UNSOLICITED AND UNORDERED MERCHANDISE/ITEMS TO RECIPIENTS ADDRESS, IS DEMANIDING PAYMENT OR RETURN FOR THINGS NOT REQUESTED AND RECEIPTS REPLECT THAT. UNDER STATE AND FEDERAL LAW WHEN A RECIPIENT RECEIVES AT THEIR ADDRESS UNSOLICITED AND OR UNORDERED ITEMS, THE CONSUMER IS ENTITLED TO WHATEVER IS IN THE PACKAGING/SHIPMENT AND IT IS ILLEGAL FOR THE BUSINESS TO DEMAND PAYMENT OR ACTION, ACCORDING TO THE ************************ (***)

    Customer Answer

    Date: 11/22/2024

    Better Business Bureau:

    At this time, I have not been contacted by MaxAroma.com regarding complaint ID ********.

    Sincerely,

    ***** ******

  • Initial Complaint

    Date:09/27/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    In April 2024 I ordered a bottle of Baccarat Rouge 540. I noticed I ordered the wrong items so decided to return. In May I sent the item back to merchant NEVER opened. Tracking shows they received merchandise and never refunded me nor responded to any of my correspondence. They are a FRAUD. Order #********* Tracking #********************** Return tracking #****************** proof of correspondence to merchant attached as well.

  • Initial Complaint

    Date:04/25/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 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 Answer

    Date: 05/19/2024

    Better Business Bureau:

    At this time, I have not been contacted by MaxAroma.com regarding complaint ID ********.

    Sincerely,

    ***************************************

  • Initial Complaint

    Date:07/12/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    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

    Date:05/23/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    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

    Date:05/18/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 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.

MaxAroma.com is NOT a BBB Accredited Business.

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