Lance Carson
Incense Falls is an online business that has received numerous complaints from customers. The company has been accused of scamming, with customers reporting unexpected additional charges, difficulty obtaining refunds, and non-delivery of products. The Better Business Bureau (BBB) has received a pattern of complaints regarding Incense Falls, with similar issues reported on Trustpilot and Reddit. While some customers have received their orders, others have experienced significant delays and had to resort to opening disputes to receive refunds. The company's website became inactive in June 2021, but it continues to advertise through social media platforms. With a rating of 1.4/5 on Trustpilot, Incense Falls has a negative reputation among many customers.
| Characteristics | Values |
|---|---|
| Customer Reviews | Mixed, with a rating of 1.4/5 on Trustpilot and 3.1/5 on another Trustpilot page. |
| Customer Service | Poor, with multiple complaints of unresponsiveness and difficulty reaching the company. |
| Shipping | Delayed or failed deliveries, with customers reporting issues receiving tracking information and packages. |
| Refunds | Difficult to obtain, with customers reporting issues getting refunds for incorrect or missing orders. |
| Payment Issues | Multiple customers report unexpected or unauthorized charges, with difficulty cancelling recurring payments. |
| Product Quality | Inconsistent, with some customers reporting pleasant aromas and others reporting disappointing or unpleasant scents and poor ceramic quality. |
| Legitimacy | Questioned by customers, with some reporting scams, misleading advertising, and unexpected additional charges. |
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What You'll Learn
Incense Falls has a poor rating on Trustpilot
Incense Falls has received a poor rating of 1.4/5 on Trustpilot, with many customers reporting negative experiences with the company. Several customers have accused the company of being scammers, with reports of unauthorised charges, difficulty obtaining refunds, and issues with deliveries.
One customer reported that Incense Falls debited an additional $86 from their account without consent, while another claimed that the company refused to refund an order that was never received. Other customers have reported receiving items that were not as described on the website, with some claiming that the products looked cheap and were of poor quality.
There have also been complaints about the company's customer service, with reports of long wait times and a lack of response to disputes. Some customers have even resorted to filing complaints with the Better Business Bureau (BBB) to resolve issues. The BBB has received a pattern of complaints about Incense Falls, including non-delivery of products and a failure to respond to refund requests.
Overall, the poor rating on Trustpilot suggests that customers have had negative experiences with Incense Falls, with concerns about unauthorised charges, refunds, delivery issues, product quality, and customer service. These issues have also been reflected in complaints filed with the BBB, indicating a pattern of problematic behaviour by the company.
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The company has received multiple BBB complaints
Incense Falls has received multiple BBB complaints, with customers reporting issues with non-delivery of products, difficulty obtaining refunds, and unexpected additional charges. In some cases, customers reported that the company failed to respond to their disputes or refund requests.
One customer reported that they never received their order, despite being provided with a tracking number that showed the logistics order had been created. Another customer shared a similar experience, stating that they received a tracking number for China Post, but the shipping company never received their package from Incense Falls.
Other customers reported unexpected additional charges on their credit cards or bank accounts after making a one-time purchase from Incense Falls. In some cases, these charges were recurring monthly fees that the company failed to explain or justify.
Incense Falls also faced complaints about their refund policy. Some customers reported that the company refused to provide refunds for orders that were never shipped or delivered. In one case, a customer was told that they could only receive a refund if they refused the package upon receipt, even though the company had not sent the package.
The BBB contacted Incense Falls in February 2020 to address the complaints and understand the company's perspective. However, it is unclear what response, if any, the BBB received from Incense Falls regarding these issues.
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Customers report being overcharged
Several customers have reported being overcharged by Incense Falls. In one instance, a customer who ordered two incense voodoo burners for $47.92 was debited an additional $86 without their consent. Similarly, another customer who placed an order for $29 ended up with two extra payments totalling $63, which were taken without authorisation.
A common issue reported by customers is that Incense Falls continued to charge them monthly fees even after their initial purchase. In one case, a customer who made a one-time transaction of $63.57 was charged an additional $21.15 each month thereafter, with no explanation for the extra charges. Another customer reported being charged $21.65 monthly, with the payments continuing for several months or years.
Some customers also reported that the company provided misleading information about the total cost of their purchases. One customer stated that they were initially quoted a price of $30 for their order, but were then charged an additional $69, along with shipping fees, bringing the total to almost double the original amount. Another customer reported a similar experience, stating that they were charged multiple additional fees after placing their order, resulting in a total charge of $118.59, significantly more than the advertised price.
In addition to the unexpected charges, customers also reported difficulties in obtaining refunds for unauthorised transactions. One customer shared that they were told they could only receive a refund if they refused the package upon delivery, even though the company had not provided a tracking number or an estimated delivery date. Another customer reported that their request for a refund was denied because it was past the 24-hour refund deadline, despite the fact that their order had not been shipped for months.
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Incense Falls fails to deliver products
Incense Falls has received numerous complaints from customers who have not received their orders. The company has also been accused of providing false tracking information and failing to respond to disputes and refund requests.
Several customers have reported that they never received their orders despite being assured of a definite shipping date. In some cases, customers were provided with tracking numbers that did not work, or the tracking information indicated that the order was still being processed long after the expected delivery date.
Incense Falls has also been accused of fraudulent billing practices, including charging customers multiple times for the same order and enrolling them in unauthorised subscription services. In several cases, customers reported being charged additional fees without their consent, with amounts ranging from $20 to $86 in additional charges.
Customers have also reported difficulties in obtaining refunds for undelivered or unsatisfactory orders. In some cases, customers were told that they were past the 24-hour refund deadline or that they would have to refuse the package upon delivery to be eligible for a refund, even if the package had not yet been shipped.
The Better Business Bureau (BBB) has received a pattern of complaints regarding the non-delivery of products from Incense Falls. The BBB contacted the business in February 2020 to address the complaints but did not receive a response. As of June 2021, the Incense Falls website is inactive, and the BBB considers the business to be no longer in operation.
Overall, the numerous complaints and reports of undelivered products suggest that Incense Falls has failed to deliver products to many of its customers and has not adequately addressed these issues.
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The company does not honour refunds
Incense Falls has received numerous complaints from customers who did not receive their orders and were unable to obtain refunds. The Better Business Bureau (BBB) has received a pattern of complaints about the non-delivery of products, with customers reporting that the company has not responded to requests for refunds.
One customer reported that they were told their order would be shipped by a certain date, but after multiple delays, they were informed that the company could only offer a refund if they refused the package upon receipt. However, the customer never received the package and was unable to obtain a refund. Another customer shared a similar experience, stating that they never received shipping information and that the company refused to provide a refund.
Several customers have also reported issues with unauthorised charges and difficulty cancelling orders. In some cases, customers were charged multiple times for the same order or were signed up for recurring monthly charges without their knowledge or consent. When customers attempted to cancel their orders or dispute the charges, they encountered uncooperative customer service and were often unable to obtain refunds.
The BBB contacted Incense Falls in February 2020 to address the complaints and understand the company's perspective. However, the company failed to respond, indicating a lack of cooperation in resolving these issues.
It is important to note that while online reviews and complaints can provide valuable insights, they may not always represent the full scope of a company's operations. The BBB also acknowledges that the nature of complaints and a company's responses to them are often more indicative of its reliability than the sheer number of complaints. Nevertheless, the pattern of complaints against Incense Falls regarding non-delivery of products and difficulties with refunds raises concerns about the company's legitimacy and commitment to customer satisfaction.
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