Aroma360 — Attraction in Miami

The product itself is amazing. The smell and fragrance options aroma has to offer are exquisite however, customer service is terrible. The product can be amazing but if customer service lacks professionalism and lack of effort then how do you preserve your customer base.

The first time I had an issue I wrote it off, but when you continue to have issues and do not get the correct support its infuriating. I was considering upgrading to an HVAC unit but seeing how the customer service for a wireless diffuser has been such a hassle, I’m going to steer clear.

My initial order was placed May 31st. Two weeks passed and my order had not been shipped nor had I received any communication. As it turns out my order was placed on hold because the oil I selected for my subscription “mother ocean” was on back order. It would have been nice to receive a call to keep me apprised or at least an email communication. I would have selected a different scent just like I did when I took the initiative to follow up on my May 31st order. Fast forward to this week. I’ve since used 1 oil and received my second subscription. This weekend I noticed the scent was not as potent and my diffuser had a humming sound. I opened the diffuser to find oil had leaked into the compartment, the bottle itself was drenched in oil and the diffuser is clearly not operating. I placed a call to aroma, I was instructed to leave a voicemail for technical support. Till this day I have yet to receive a phone call. I ended up calling customer service and spoke to a young lady who could not locate my account due to my original issue and rather than following up with me she assumed there was an issue with the order as on her end the order appeared cancelled but could not understand why I received an item. After I explained the situation she mentioned that a manager would email me with the replacement diffuser order. It has been 2 days and no one has reached out. I called to follow up again. To my dismay the new customer service representative mentioned he does not see an order for a replacement but would transfer me to a “VIP Specialist” when I was transferred the call went to the same menu options as my initial call. It seems as if everyone is brushing off the situation and no one can seem to provide me with accurate information much less a replacement.

Very dissatisfied with customer service.

Today is 9/27 and my issue still has not been resolved. I’ve spoken to multiple techs. My last conversation with a tech was 9/3 I was issued a return label to ship back the defective diffuser and was told my new diffuser would also be shipped out. Its been close to a month and I still do not have my issue resolved. I used the machine again in order to capture additional images of the spilled oil. I keep paying for a subscription for oil to simply spill?? This is...

I’m giving 1 star because I actually really enjoy the oils but i would give zero if it weren’t for the oils. I don’t like the customer service or care at all. Especially with Uportal360 which is the company they use for billing when they force you into a subscription with them. I was told I could return my smaller mini diffuser and my mothers to do a 30 day trial of the Da Vinci for me and the van go for her. I was told I would get my money back and I would be sent the new diffusers for 30 days and if we didn’t like it, we could return it. Well they automatically make you sign a contract with a whole different company for way more than 30 days. I felt like I was being scammed. I thought it was just for the protection of the machine if something were to happen during the 30 days. The person who helped me was Mateo. He didn’t explain the contract just made it seem like it wasn’t a big deal and that he would call me in 30 days to see how I liked it. He threw all this free stuff in my face to try and distract me and I only got one free thing he promised. He forgot everything else and I had to call a whole different person to get what I was promised. I NEVER got my refund (it’s been months.) after telling them they sent it to some card I have no access to anymore. They just picked a random card in my aroma360 account. An account that I have had for years with them so it’s possible people have cards they don’t use anymore. They didn’t care. I never got my money. I was told to just call the bank and get it. You can’t do that if the account is closed. Why not give me a refund to the card I just used to pay for the new machines. That’s a scam within itself. If I’m returning both mini pro diffusers, why am I paying almost 300 dollars for a trial of the new machine? And then I was charged another 200 after the 30 days. Without them knowing if I wanted to keep the machines or not. Mateo would never answer the phone. I called almost everyday. It was like he was a scam caller and then never answers after they sell you something. I left voicemails. I asked other representatives to transfer me and he wouldn’t answer. That’s terrible customer service. Especially if you are the one who sold me the machine. Now I’m stuck with a contract for a long time no refund. Be very careful with some of the sales representatives and read everything carefully. I thought I did but I was wrong and I got played. Do not buy anything from the man named Mateo. He will never answer any of your questions after he tries to sell you something. Beware of all of them. They are lucky their oil is great because that is the only thing keeping them in business. Just get the machine you like online and get your...

When I placed my order with them, they messaged me and told me there was a problem with my order and that I needed to contact them as soon as possible. When I did, I was connected with a sales person who told me there was nothing wrong with my order, before attempting to upsell me to a more expensive product with a "free upgrade" which would have necessitated a more expensive monthly subscription. I told him no and he didn't want to take no for an answer, so I eventually hung up. Later that day, I got two more calls from different sales people trying to make the same offer. Over the next few days I got another message that said I was going to be issued a partial refund due to overpaying for my order and that I needed to call... Only to be connected to another sales person who again tried to upgrade my order. The next day, I got yet another sales call. Finally after telling yet another sales person to stop calling me, the calls finally stopped... Then I heard nothing about my order for 3 whole weeks until I finally contacted support asking what was going on with my order. Then they told me that my order had already been shipped. I received it 2 days later, but it was sent with 2 day shipping, so presumably, it has not been shipped and they probably just hoped I'd forget so they could pocket my money. When I received my order, it didn't even have the "mystery item" I'd purchased at checkout. They keep sending me emails about a mystery coupon or some such that I need to claim, amounting to $50 of store credit, but considering those started before my order, I doubt it's what I purchased. At this point, I don't even care anymore.

For what it's worth, I have actually liked my product, the star wars Darth Vader diffuser and 3 star wars scent pods, but since I have birds, I realized I can't really use it, since even though they say their fragrances are pet-safe, they bury a statement on their website in an obscure place that birds probably aren't safe around the scents. By this point I was fed up with them and I tried to cancel my subscription, but despite having a cancellation button on the page, I found that you can only cancel subscriptions by calling their support number. So I sat on hold waiting to talk to someone. Thankfully, that guy was fairly courteous, but, I'm so done with this company. This is incredibly scammy behavior and it blows my mind that their rating is so high.

EDIT:

In response to the company's reply: No, you won't have another opportunity to do business with me. Looking at the other negative reviews here, I can tell these business practices have been here for awhile and I doubt your company will...