Aroma-Zone climbs to the second place among the favorite brands of the French! An astounding success despite frequent stock shortages and a criticized customer service. Discover the reasons behind this enthusiasm.
Aroma-Zone is making waves! The brand specializing in beauty and natural care has secured the second place in the ranking of favorite brands of the French, a spectacular leap of 11 places in a year. This ranking, published by OC&C Strategy Consultants, once again puts Decathlon at the top, but it’s Aroma-Zone’s meteoric rise that has everyone talking. How has this brand captured the hearts of the French, despite frequent stock shortages and criticisms of its customer service? Let’s dive into this French success story.
Aroma-Zone, the beauty brand that appeals to all generations
The story of the brand
Founded in 2000 in Clermont-Ferrand, Aroma-Zone has continued to grow, becoming a key player in the natural and DIY care market. Its spectacular rise does not surprise David de Matteis, a partner at OC&C Strategy Consultants:
“Aroma-Zone’s ranking in the top 3 is no coincidence. This brand is very much in line with current trends, offering low prices and quality products that are quite fun, appealing to the young and all generations.”
Its incredible ascent
The brand continues to attract new customers. In 2023, its CEO Sabrina Herlory Rouget shared with Le Figaro:
“We have recruited over a million new consumers, and since January, we have noted an increase of more than 70% in our customers. It’s absolutely crazy!”
Products that impress… but disappear too quickly!
Aroma-Zone is a phenomenon on social media. On TikTok and X, enthusiastic reviews abound:
- “Aroma-Zone products are magic.”
- “I’m so shocked by the effectiveness of Aroma-Zone serums.”
- “Aroma-Zone skincare is fantastic!”
Among the most appreciated products:
The caffeine eye contour serum, known for reducing dark circles and puffiness.
The lash serum, praised for its effectiveness.
Vegetable and essential oils, considered “gems” by fans.
The collagen cream, lauded for its texture and effects on the skin.
The roll-on for dark circles, very popular on TikTok.
However, this popularity comes with a downside: frequent stock shortages. Customers complain about the unavailability of many products.
One frustrated customer shares: “I want to place an order with Aroma-Zone, but half of the products I want are out of stock.” Another chimes in: “They are out of stock every two days; it’s unbearable!”
A customer service that divides: between praise and severe criticism
While Aroma-Zone shines with the quality of its products, its customer service (SAV) is a more controversial topic. Many customers report a lack of responsiveness and difficulties in obtaining answers:
“I’ve been trying to request a refund for a non-received package for 2 weeks, and nobody is responding.”
“We can only contact your SAV by email, but it takes weeks to get a response. You don’t answer the phone or take DMs on social media. What are we supposed to do?”
Others share more positive experiences:
“Aroma-Zone’s customer service, 10/10, very responsive and understanding.”
“I received a quick and effective response; I’m delighted with the SAV.”
Thus, a customer service with mixed reviews emerges, where some customers feel lucky, while others struggle to find solutions.
