THE SMELL LAB

I bought a Aroma Diffuser for $60 from the Smell Lab at the Thomson Plaza on 12 Jan 2023. Less than 6 months of usage, the Diffuser was not working and I have to send in for repair as it is still under warrenty. After repair and another 6 months of usage, the Diffuser is not working again. This time round, the defective was caused by the power plug after troubleshooting. This Aroma Diffuser by The Smell Lab is unreliable, more expensive and worse experience than online purchase. Making things worse, the sales personnel were inexperienced, seemed to be part-timer who were unable to provide solutions and suggestion. Overall, the experience is horrendous and unpleasant. Never go back again.

This is extremely shameful. The guy at the shop who claims to be the BOSS son, not only spoke in an arrogant manner after, he slammed down the phone on me, lied to me that it wasn't me on the line, when they failed to refund my money that they claimed ,first would be credited to me immediately, I couldn't check as my phone was flat, even afyer 3 days ot wasn't credited and that when he slammed down the phone as he obviously could not answer me. Told them first about the product before my purchase. And the girl at the counter, kept quite when I asked her why it hasn't been credited to me like they explained to me.Refused to give me the name of the person they put me on the speaker who explained to me how soon it would be refunded back to me, I think her was Cherlyl or something . Almost spoke as they ridiculed me that I knew about retail credit card machine coz I hv work experience. She told me that HQ would call me, but no one did. She went offf the phone and let me wonder if there was anyone on the line. ONLY both the son and the cashier's 'CONFIDENCE ATTITUDE' was par excellent in telling me that it would be definitely refunded. They totally made it look like i was a trouble maker for trying to get a better understanding if what the said aboy the refund as with my knowledge i felt it will not be credited that way, when he puts me on speaker with the girl who explainwd to me, and when i asked her questions to clarify, he sort of ridiculed me saying, ' i thiught you said you worked retail?' And i told his i dont wish to talk ti him anymore for how he made me feel. When confronted, he sat there with his mobile and sips on his drinks telling me that it will be refunded and if it doesn't I can fix a lawyer. No apologies from both of them at store, no empathy, when tried to explain to me, he said he knew about the things there since I was 9 years old. The boss should seriously see that the son has some training before he sits there sipping his Starbucks coffee and slams phone when called in. Being the son doesn't directly qualify you to be anything. He even told me he was not supposed to be on duty that day. Wow, boss' s son! 25.90 hasn't been refunded yet. Called me a trouble maker as i couldn't understand when they try to explain more on how does the refund works. When asked what if it wasn't refunded, because I had the feeling it will not be refunded that way, usually its cash refund, but his answer was, if I give you cash the cashier will be in trouble, how does that helps my query as a customer? I've been buying your cedarwood oil for years now and I knw the product, I told them make sure they don't give me the dark colored ones which stains and has no smell. The girl at bugis was able to make sure on that once. And I got the right one. Refused to give me his contact details too. He made me look like I was hard up for the money I paid coz i had a feeling it will not be refunded the way they explained. There's is no way, the machine is going to do the refund for me! Slammed down the phone on me. Shame on you, boss's son! Since he refused to give contact details. I told him its not about the money, but the time it would it it was not refunded they way they explained. I need to walk to your store multiple times for the money you don't know how the refund works?! I need an explanation and a refund.

Spent $45+ on a 10ml essential oil. Sent as gift. When friend opened it, the dropper was broken and the oil wouldn't come out. Took off dropper and most of it spilt everywhere. They didn't offer a replacement or refund. Simply replace cap and dropper. For something so expensive you'd think they'd offer replacements for damaged items !

Went to buy diffuser and sanitising hand wash on 18 March 2022. Hand wash only came in those tiny hang-on-your-bag bottles so I couldn't buy any for my home. Bought a diffuser for $49.90. Wanted to join as member to collect points to use in the future. BUT I couldn't because the Wi-Fi was not working. So disappointed. The Smell Lab, you owe me 49 points! The 3 stars rating is for the very friendly sales lady.

During my visit, the staff member was consistently rude and unhelpful. When I asked for assistance, she responded dismissively manner and seemed irritated by my presence.

Very bad online service. I have never made any negative comments on any companies before but this was really annoying. I made two purchases - one orchid tea diffuser and one sea breeze diffuser. Its my first time purchasing from this company and I thought of giving it a try. As I was not sure what the ingredients meant - fine fragrances. I wrote in to messenger through their facebook. I was not being unfriendly or rude. But purely wanted to know what does fine fragrance mean. The reply was quite prompt though but quite hostile - asking me to read properly when i google. (obviously I dont know, thats why I need to ask the company right?) then followed by some explanations and then the person said "its past midnight maam, my hp keeps buzzing can you msg tml instead?" when i make enquiries i usually do it at night when I am free. I dont expect the person to reply me instantaneously and I have never ever come across anyone representing the company to be this rude and unfriendly. Phone can be set on silent or you can put a disclaimer that replies will be made within 24 hours. Actually i thought the orchid tea diffuser smell nice.unfortunately this really puts me off. Wont support this company again. All I had wanted to know, is more about the product. p/s: the staff at the store was nice though.

We went to the store at Changi and the two Asian ladies working there stood over us the entire time and would not leave us alone. I said we did not need any help but they kept bothering us and wouldn’t let us browse at our leisure. I had planned to make some purchases but instead we left because they were so annoying.

Bad..bought d essential oil..there wasnt any smell..call into complain..but staff was sooo impatient to hear me out & slam the phone..

Went to the smell lab at compass one No Greeting No service The guy non stop playing his phone What a good shopping experience

Very bad service!