Complaints

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased their *****sqft diffuser and a few months ago and it is leaking from all surfaces. I have reached out the the company a handful of time to help me with this issue and they have not reached back out. This is very disappointing as I spent good money on the product and they have terrible customer service

  

  Business response

  01/16/2025

  
  

  Thank you!

  The unit was not purchased from us but from ****** and the customer was notified that if they want to return it/replace it they need to run this by the Amazon customer service. They're likely filling a claim because the Amazon return period has probably passed.

  Even though we have no clue what oils she's been using (we recommend using our oils as the velocity is created for our units) we offered and sent replacement unit containers to the customer. The customer never contacted us again and filed a claim.

  Customer response

  01/20/2025

   
  Complaint: 22607844
  
  I am rejecting this response because: I have been using their oils and I would be more than happy to send receipts of when I purchased their oil directly. They did in fact get in touch with me about sending me new oils which does not fix the problem nor I have received the oils from them. The issue is the device it self as it is leaving from the top and bottom. They did not resolve anything. 
  
  Sincerely,
  ******* ********

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered TMS LUX BT - Black essential oil diffuser on May 9, 2024 in the amount of $179.45. The order number is ******. I received the item on May 17, 2024. The diffuser did not work right out of the box and smelled of tobacco. I contacted the seller on May 19, 2024, to let them know that the diffuser did not work and they told me it was likely a programming issue, and that they would have someone by the name of ****************. **** called me, left a message, did not say if or when he would call back, and did not leave his contact information. I am not at home during the day to troubleshoot issues with the merchandise nor should I have to with a brand new product. For $180, the diffuser should be working right out of the box. After 24 hours plus without hearing from the seller or this **** person again, I reached out to the seller and told them I wanted a refund. They said I would be subject to a restocking fee to return a (defective product) if it had been used, knowing full well that I TRIED to use it. I attempted to use the product in good faith and it does not work. Their online return policy does NOT state that you will be subject to a restocking fee to return a defective device . Furthermore, who knows if its even a programming issue without looking at the unit. As I make this complaint, I see the seller has a one star rating on Better Business Bureau and I wish I wouldve checked the online reviews before doing business with them because I also received one star service. I want a FULL refund and they can have their product back to work on the programming issues they state they are having. Receipt and email correspondence are attached.

  Customer response

  05/22/2024

  When their product failed to operate,  the company immediately assumed it was a programming issue, without asking for additional information and contacted me one time by phone to resolve the programming issue. Neither the caller nor the seller provided contact information and they did not follow up or attempt to make contact again. As mentioned in the complaint, I reached out a second time this time requesting a refund at which point they told me there would be a 30% Restocking fee. 
  On May 22, the company reached out second time this time alleging that I did not plug in the device and this time requesting a video stating they would be unable to assist without one. None of this is acceptable. They initially dismissed me immediately by assuming they knew what the error was without asking for information, did not in good faith try to help me troubleshoot, and they engage in unfair business practices by imposing a 30% restocking fee on merchandise that does not work. 
  Now, their website states there is a 15% restocking fee (see attached), which they appear to have changed today, May 22, 2024, in response to my complaint. As you can see from their email correspondence dated May 21, they stated there would be a 30% restocking fee. Additionally, other reviewers of this business commented on the 30% restocking fee. 

  

  Business response

  06/18/2024

  Our customer support team tried to help the customer out but she refuses to cooperate. The customer's unit was not faulty. The customer refused to follow our instructions to help her set it up. Our customer support team tried reaching her and assisting, but she insisted on a refund upon the unit's arrival. We waived the restocking fee and issued a refund.

*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. ↩