A Shark Tank Success Story: Aroma 360'S Journey

Aroma 360 is a Miami-based company that sells luxury home fragrances. The company has gained attention due to endorsements from celebrities like Marla Maples and Daymond John of Shark Tank, who feature in its promotional videos. In one such video, John promotes the brand by stating, My tips are usually about business, but this tip is about how to create that wow factor in your home. However, despite the celebrity endorsements and luxurious image, Aroma 360 has faced scrutiny from customers who claim they were misled and deceived by the company's sales practices, resulting in multiple complaints and a negative reputation for the company.

Aroma 360's celebrity endorsements

Aroma360 is a scent marketing and branding company that provides scenting solutions to businesses and individuals worldwide. The company has gained endorsements from several celebrities, including:

• Daymond John, CEO of FUBU and The Shark Group, and TV personality on ABC's Shark Tank. In a LinkedIn post, John endorsed Aroma360, saying: "With Aroma360 around, I keep it with me during filming on the Shark Tank set because Kevin's deals always stink…"
• Winnie Harlow, a fashion model who has appeared in Aroma360's commercials.
• Scott Disick, who is known for his association with the Kardashian family through reality TV. He has also appeared in Aroma360's commercials.

These celebrity endorsements have helped Aroma360 gain exposure and credibility, leveraging the fame and influence of these individuals to promote their products and services.

Customer complaints about misleading sales tactics

Aroma 360, a Miami-based company, markets its products as luxury scenting for the home. It has received endorsements from celebrities like Marla Maples and Daymond John of Shark Tank. However, several customers have come forward with complaints about misleading sales tactics and poor customer service.

One common issue is the company's VIP Program or subscription plan. Customers have reported being misled about the terms of the subscription and experiencing difficulty cancelling it. Some claim that they were not properly informed about the commitment they were signing up for and that the company made it nearly impossible to cancel their subscriptions. In some cases, customers discovered that they had unknowingly financed their purchases through a third-party biller, resulting in unexpected charges and interest.

In addition to issues with subscriptions, customers have also complained about the quality of Aroma 360's products. Some have reported receiving defective or faulty diffusers that stopped working shortly after purchase. When attempting to resolve these issues, customers have encountered unhelpful and unresponsive customer service. The company has been accused of ignoring calls and emails, making it difficult for customers to obtain refunds or replacements.

The Better Business Bureau (BBB) has recorded numerous complaints against Aroma 360, with customers expressing frustration over deceptive sales tactics, misleading information, and frustrating customer service experiences. Trustpilot reviews also reflect similar sentiments, with many customers warning others to stay away from the company due to their negative experiences.

Overall, while Aroma 360 may offer appealing products, the company has faced significant criticism for its misleading sales tactics and poor customer service. Customers have reported feeling deceived, ignored, and unable to resolve issues related to their purchases. As a result, Aroma 360's reputation has been damaged, and many customers have expressed disappointment and frustration with their experiences.

Difficulty cancelling subscriptions

Aroma 360, a Miami-based home fragrance company, has been called out by customers for its misleading marketing strategies and difficulty in cancelling subscriptions. The company sells fragrance oils and machine diffusers advertised for as much as $1,500. Several customers have claimed that they were misled by the company's representatives, who offered them free products if they signed up for a monthly oil subscription. Unbeknownst to them, they were signing up for a line of credit with a third-party biller, resulting in unexpected charges and high-interest rates.

When customers tried to cancel their subscriptions, they encountered numerous obstacles. They reported that it was nearly impossible to get in touch with anyone from Aroma 360, as their calls and emails went unanswered. One customer, Jeramie Lu, shared that even after sending back the products and receiving confirmation of his cancellation, he later received a voicemail stating that his account was not accepted for cancellation and would remain open.

The difficulty in cancelling subscriptions is a common issue faced by consumers across various industries. Companies often prioritize customer retention and employ intricate cancellation processes to deter users from ending their subscriptions. This can include using "dark patterns", which are interface designs that intentionally confuse or mislead customers with hidden links, unclear instructions, and multiple steps in the cancellation process.

Additionally, a lack of transparency about subscription terms and conditions, lengthy wait times and convoluted phone systems for customer service, and automatic renewals can further frustrate customers attempting to cancel. The absence of standardized cancellation processes across industries also contributes to the confusion and complexity of cancelling subscriptions.

In the case of Aroma 360, the company's response to customer complaints has been less than satisfactory. When approached by Local 10, a news organization, the company's president, Rachel Tannenholz, refused to address the issues and declined to comment. As a result, customers are left feeling frustrated and misled, with some even facing potential damage to their credit due to unexpected charges and late fees.

Third-party billing companies

Aroma 360, a Miami-based home fragrance company, has been called out by customers for its involvement with a third-party billing company. The company sells fragrance oils and machine diffusers for as much as $1,500, and customers have claimed that they were misled by the company's salespeople and unknowingly financed their purchases through a third-party biller.

Third-party billing is a process where another company handles all invoicing and payment processes between a company and its customers and vendors. This includes invoicing, payment, and other billing-related activities during the billing cycle. Third-party billing is particularly popular with health services, insurance companies, and other sectors where billing and payment collection are complex.

There are several benefits to using a third-party billing company. Firstly, it is cost-effective as companies do not need to build expertise in a non-core business area or invest in internal technical infrastructure. Secondly, it ensures compliance with industry regulations, which is crucial to avoiding hefty fines and maintaining a company's reputation. Thirdly, it simplifies invoice collection, saving time and money. Additionally, third-party billing providers offer a secure billing process that safeguards confidential data against malware attacks and other malicious actors.

However, there are also some drawbacks to using a third-party billing company. One of the main concerns is the lack of control over finances, as delegating financial operations to another company may not be desirable for some organizations. Additionally, third-party billing services typically charge transaction fees and onboarding fees that can impact a company's net margins.

When choosing a third-party billing company, it is essential to be cautious as some companies may make false marketing claims or stretch the truth in their sales pitches. It is important to ask specific questions and ensure that the company has the expertise and solutions to address your billing needs.

Response from Aroma 360's president

Aroma 360 is a Miami-based company that sells luxury home fragrances. Their products are endorsed by celebrities like Marla Maples and Shark Tank's Daymond John, who feature in promotional videos for the brand.

In response to questions about customer complaints, Aroma 360's president, Rachel Tannenholz, declined to comment. When a Local 10 reporter approached Tannenholz at the company's store and offices in Wynwood, she was asked if she would like to address the issues raised by customers. Tannenholz replied, "Not at all...Have a nice day."

The customer complaints centred around allegations of misleading sales tactics and difficulties with returning products and cancelling subscriptions. Several customers claimed that they were signed up for a line of credit without their knowledge and that the company's salespeople kept them on the phone, rushing them to scroll down and sign documents without fully reviewing them.

In addition, customers reported feeling "ghosted" by the company, with their calls and emails going unanswered. One customer, Jeramie Lu, shared his experience on YouTube, stating that the company blocked his number after he had a documented issue with their product. Lu was able to initially get in touch with the company and was provided with a return label, but he later received a voicemail from an Aroma 360 representative stating that his "account was not accepted for cancellation."

As a result of these issues, the Office for Florida's Attorney General is currently reviewing six complaints, and a Facebook page, "Done Dirty by Aroma 360," has been created to compile consumer complaints.

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