Maxaroma.comReviews of maxaroma.com

Response from Maxaroma.comJan 31, 2023

Hola Estimado Cliente, Muchas gracias por el comentario. Le pedimos mil disculpas por la demora, como usted ya esta enterado, estuvimos en contacto con nuestro proveedor acerca del producto que usted nos ordeno. Desafortunadamente, ninguno de nuestros proveedores tiene el producto faltante. Le enviamos el paquete un poco tarde y le hicimos el reembolso del producto faltante como se le explico a travez de los emails. En este momento su paquete esta en transito pero debido al mal tiempo, nuestro carrier no puede entregarlo a tiempo como se indica en la pagina web "Local Delay - Delay beyond our control". Le pedimos un poco mas de paciencia, su paquete va a continuar su trayectoria a penas el clima lo permita. Gracias por su compreción y que tenga un buen día. Maxaroma Customer Care Team

Response from Maxaroma.comJan 30, 2023

Hello Dear Customer, Thank you for your feedback. According to the tracking information from our carrier, Your package was successfully delivered on January 24th, 2023. At the moment of checkout our website provided the option to have a signature required for this package and this option was turned off acknowledging the risk of not having a signature for this shipment. Thankfully this package is insured and because of the detail about this shipment, our insurance department requires from our customer a police report about this incident so that we can process a replacement order. Please note that this is a standard procedure and we've been solving similar cases with the utmost care. Please keep in mind that we required from you to file a claim with us and this was not done from your side, for instance, we even provided you with a PDF file which will serve as a formal claim for our insurance department and we did not receive this form filled out either. Please note that we're not denying your claim, we're following our policy and we're doing our best to help you solve this issue. However, we also need your cooperation by providing us a police report to be able to send you another package as soon as possible. Please send us an email to [email protected] if you have further inquiries. Have a great day, Maxaroma Customer Care Team

Response from Maxaroma.comJan 26, 2023

Hola, Gracias por contactarse con Maxaroma. Estimada con respecto a su numero de orden OR340785 tenga en cuenta que no pudo ser procesada. En nuestro sistema nos muestra que la orden fue denegado. Recomendamos se comunique con su banco para mayor información. Cualquier consulta nos puede enviar un correo a [email protected] Hello , Thank you for contacting Maxaroma. Dear Customer, regarding your order OR340785 it show in our system as unpaid, unfortunately we can not process your order. We recommend to get in contact with your bank. Should you have further inquiries, please send us an email to [email protected]. Kind regards, MaxAroma Customer Care Team 3117 38th Ave, Long Island City NY 11101 Phone: 844-552-7662 www.Maxaroma.com

Response from Maxaroma.comJan 23, 2023

Hello dear customer, Thank you for your review. The order was placed with the following promotion, BOGO, buy one get the second bottle free. The discount will be of 100% of the bottle with lesser value. Your order was described as follows, $198 for Raw Cherry and $175 Homme . The total amount was for $373.00, but with the discount the final amount came to $198. We’re speaking of a discount of 46.91% on the entire order. Subsequently, your order got refunded $105.10 for Raw Cherry, in this case this bottle was damaged and we did not have a replacement to send in a timely manner which brings us to the best solution which is issuing a refund. The refund was calculated as follows: $198 - 46.91% = $105.1182 (please note that the refund is calculated automatically by our system). The second bottle which departed from our facility in perfect condition is Homme. The retail value of this product after the discount was for $175 - 46.91% = $92.9. We recommend and emphasize the importance of contacting our customer service team in case there’s any issues with the order being received. In this case there’s no record of any emails, chat logs or phone calls regarding this issue (bottle received being defective). We were notified about this issue because there was a dispute for this transaction. Our offer of $10 was merely provided considering our cost and the retail value for this product. Offering a greater amount would not have been sustainable considering the circumstances. At the moment to respond to the dispute, Maxaroma was not given an option to provide a prepaid return label. We would have sent a replacement package/bottle as soon as we receive the defective one, then again, the dispute did not allow us to proceed with the return label. We never denied the refund option, but we must receive the merchandise prior issuing a refund for it. We understand your frustration but please understand that we were not aware of this inconvenience, we only replied to the disputed transaction. We regret any inconvenience that this may have cost but if we could assist you with anything else, please send us an email to [email protected]. Kind regards, Maxaroma Customer Care Team

Response from Maxaroma.comJan 23, 2023

Hola Estimado Cliente, Muchas gracias por dejar su comentario. Lamentamos mucho lo sucedido. Es verdad que nuestro equipo de control de calidad encontró defectos/daños en la ultima botella que estábamos por enviar. No obstante, estuvimos en comunicación con nuestros proveedores para ver si podríamos obtener este producto lo mas antes posible, sin embargo, no tuvimos suerte en este caso. Al ver que el tiempo estimado para hacerle la entrega era bastante corto, nuestro equipo opto por hacerle un reembolso total por esta compra a su forma original de pago. Sabemos que al pedirle disculpa no solucionamos el inconveniente pero por favor déjenos saber si lo podemos ayudar en un futuro cercano. Saludos cordiales, Maxaroma Customer Care Team

Response from Maxaroma.comJan 20, 2023

Hello Dear Customer, Thank you for your feedback. Regarding your recent purchase, please note that we do our best to keep the most up to date inventory according to the brand which makes it difficult for us to update every picture for every item in our store. However, if you are not happy with your purchase, we would have appreciated if you got in contact with us and/or if you would have sent us a return request for a refund on this purchase. Please let our team know how we can assist you by sending us an email to [email protected]. Best regards, Maxaroma Customer Care Team

Response from Maxaroma.comJan 13, 2023

Hello, Thank you for your feedback. Please note that there's an option to file a claim in our website if you purchase a shipping insurance for your package. Thankfully, your package is insured against loss, theft or damage during transit. Please log in to your account and send us a claim for this order, we will forward all the needed information to our insurance department so that we can start an investigation and subsequently send. you a replacement package. In addition, we resolve similar cases on daily basis and we do our best to improve our service. Nonetheless, we rely on our customer's claims that we receive through our website to have a smooth work flow. We could not find any records of you reporting this issue to us, hence, we were never aware of this incident. Please send us and email to [email protected] and/or file a claim using our website. We'll do our best to expedite this process. Kind regards, Maxaroma Customer Care Team

Response from Maxaroma.comJan 10, 2023

Hello Dear Customer, Thank you for your feedback. According to our records, your order was successfully delivered on January 6th by one of our carriers. You reported this package as lost/stolen on January 7th. We rely on our customers to log in to their accounts to send us a formal claim about any issues if there's a shipping insurance for that order. In this case, this claim was not reported through our website, instead, we helped you out by providing a PDF form which serves as a claim form for this incident. Subsequently, due to the nature of this specific order, we required from your part a police report from your local PD about this issue. Later on, you gave us a police report and we called your local PD to verify that this report is in their files as well. Unfortunately, they could not verify/recognize the police report you provided to us. Please note that this case will be on standby until you can provide us with a verifiable police report in order to move forward with a replacement package. Please let us know if you have any questions or concerns. Kind regards, Maxaroma Customer Care Team