Aroma

January 23, 2015*** **The Revdex.comSan DiegoDear Ms***,This is in regard to the complaint of *** ***.It was explained to him by our Customer Service representatives that theaccidental damage to the inner pot of his Aroma rice cooker is not coveredunder our warrantyHe was
offered free shipping as a courtesy but he has topay the cost of the replacement inner potWe will still provide him the innerpot replacement based on this arrangement.We feel that our people exercised due diligence in dealing with him and thepolicy of our company on replacement of parts is not unreasonable.It's unfair that this type of issue is brought to the attention of the BetterBusiness Bureau.Thank you.Very respectfully yours,*** ***-oLegal Affairs DepartmentAROMA HOUSEWARES COMPANY

Dear Valued Customer,We are sorry to hear that you are having difficulty with reaching Aroma Customer Service.  Customer Service can be reached at 1-800-276-6286 ext. 1 Monday - Friday 8:30 am - 4:30 pm or email [email protected] Service TeamAroma Housewares6469 Flanders...

DriveSan Diego, CA 921211-800-276-6286 ext. 1Mon - Fri 8:30 AM - 4:30 PM PST[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Hello Ms. [redacted],After researching your inquiry, we found that [redacted] did process your warranty replacement and your package will arrive within 5 - 7 business days via UPS.  Upon shipment we will email you at email address: [redacted]@yahoo.com a tracking number for your...

reference. Thank you for your patience in resolving your product issue.Regards,Aroma Customer Service Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Response inconsistent with what I got directly from their customer service department. Description does not reflect what happened during our communication exactly. They provided two options and let me choose either one of them. I will close the case until I receive the refund check. Hope they do further research.Attached are the email from their customer service agent [redacted] on July 26th:Hello, We apologize for the confusion, we understand you no longer have the unit.  We have processed the refund request you will receive a check in the mail for the total amount of $31.51. If you have any further questions please contact our customer service department at [redacted]  Thank you. [redacted]Aroma Housewares6469 Flanders DriveSan Diego, CA 92121Ph: [redacted]Mon - Fri 8:30 AM - 4:30 PM PST[redacted]
 ]
Regards,
[redacted]

Dear [redacted],First of all we would like to thank you for your recent purchase of the Aroma rice cooker. After reading through your complaint we would like to pass our apologies for the area that fell short of your expectation and that you were not completely satisfied with your purchase....

 Our customer service spoke to you on 7/22/16 offering a replacement rice cooker at no charge.  However, your are still requesting a refund.We received your correspondence by email with the [redacted] proof of purchase.  Since the rice cooker is not being returned to Aroma Housewares and to assist us with quality control, please provide photos of the defective base as you are describing to email address [redacted]  Once the photo is received, we will issue a refund.If you have any other questions regarding the refund process, please feel free to contact Aroma Customer Service at [redacted] **Regards,Aroma Customer Service Team

Dear Revdex.com, In previous emails and phone contacts with Mr. [redacted], we have requested photos of the rice cooker provided to us showing the issue he had experienced with the rice cooker.  We have yet to receive those photos and he has stated that he no longer has the rice cooker in his possession. After speaking with Mr. [redacted] today, we have come to a resolution that he has agreed.Thank you,Aroma Housewares