Aera Reviews 

I loved my Aera, then the diffusers just decided to stop connecting to the app and putting my Aera diffusers online. I did email exchanges back-and-forth with the company for months trying to figure out what the problem was. They said it had something to do with my home Internet, but nothing had changed on my end and I had had these plugged in for two years. They basically told me that I can use the diffusers manually, but I paid more to have the diffusers that connected to the app so that I could set times and ranges for them to turn on, so I could maximize my scent capsules. The scents are delightful and this scent system is great when it works correctly. However, it’s very expensive and I have five diffusers that do not connect to the Internet. Area basically told me there’s nothing they can do and kick rocks. I left a review on their website and I was returned with an email that said to call their customer service to troubleshoot. The agent that sent me that email is the agent that told me there’s nothing they can do. It’s very sad and I’m not happy about how much money I’ve invested in this scent system that doesn’t work. I would not recommend buying one of these if you want the one that connects to the app.

Let me tell you about my Aera journey.

December 19th: Ordered a diffuser from their website. Website said 7-10 business days. Cool, hopefully it'll arrive by Christmas. At the very least, by New Year's.

Narrator: It did not.

January 5th: Still no shipping confirmation. Reached out to support. Their response? "Our warehouse was closed for the last few weeks. Want to cancel?" No apology, no ETA, no explanation for why this wasn't communicated anywhere on their website. No, I don't want to cancel... I just want to get the unit I ordered last month, Darron.

Mid-January: Unit finally arrives. Doesn't work. Eject button completely unresponsive. I try every troubleshooting step. Nothing. I email asking for a refund and tell them "I'm ordering my replacement from Amazon because I don't trust your logistics". Their response? "Would you like to exchange it? Please provide the serial number." Did you even read my email, Cedrick?

I order a second unit from Amazon because I've lost all faith. That one seems fine, but plot twist - turns out I accidentally bought a Mini capsule because Aera's product labeling is nearly identical between incompatible product lines. My fault? Sure. But also, maybe don't make your products look exactly the same?

So I return the full-size, order a Mini to match the capsule I have. Mini arrives. Plug it in. LEDs start scrolling endlessly. Won't diffuse. And then - the cherry on top - the capsule starts LEAKING out the top.

Three units. Two product lines. One leaking capsule. Zero working diffusers. A month of my life. And my apartment still doesn't smell like jasmine and wild thyme.

If you enjoy customer service that doesn't read your emails, products that don't work out of the box, and the faint scent of regret, Aera is the company for you.

I'm going back to candles.

SEE UPDATE BELOW First thing to be aware of is that the diffusers AND the refills are eyewateringly expensive. However, that is something you take a view on, and decide for yourself....

The real thing to be aware of is their customer service is non-existent. Whilst my diffuser is working, I cannot control by app (so cannot set timers, schedules etc). The app has effectively disappeared from my phone, just opening onto a login page. I am unable to login since the page just loops back again. I tried requesting a password change (even though I knew it was correct). Tried deleting and reinstalling app, signing up again with a different email etc etc. Still the same. Contacted customer services - you guessed it, NO RESPONSE.

I strongly advise against buying one of these, it may well end up like mine, a very expensive brick. Disgraceful.

UPDATE! After posting this, I DID get a response, which unfortunately seemed to have missed the point of my issue, and didn't resolve. I replied further pointing this out, and I did then get a further response requesting more info (phone type / model etc) to be passed to the tech team. BUT, just before, I found the problem, and it is effectively an issue with the app layout (which you can't change, or view in landscape). The login / sign up soft key is at the bottom right and effectively overlays the 'back' key! Therefore, every time I attempted to sign in, I effectively just selected 'back'. To overcome, I had to change my phone settings to gesture (which I NEVER use, I hate that!). I was then able to log in (and change phone back to normal afterwards). All now working as it should. I have suggested they address this app anomaly!

Upshot is that whilst slow initially to respond, they were very helpful. I still hold the view that it is very expensive, but to be fair, it is excellent, and the cartridges last absolutely ages.

While this home scent diffuser company offers a potentially great product, its customer service infrastructure leaves much to be desired and may be its downfall.

Within our short month-long relationship, I had 3 different issues crop up, one after the other, and the majority of my emails to Aera Support went unanswered. When finally receiving a response from the company, non-receipt of the previous emails was the excuse provided. Possible? Yes. Probable? No.

Whether it's Aera's support team dropping the ball or Aera's support infrastructure to blame, this non-response to customer concerns and issues creates a negative, frustrating experience. In the end, to avoid any further frustration, I returned all of my purchases for a refund.

One final note of interest: Aera's claim of a microparticle diffusing technology that creates a home scent experience free of white dust and residue was a major selling point for me. One of the concerns/issues I had with my Aera diffuser was a white residue developing and growing over the top of my Area diffuser. Things that make you go, "Hmmm?!"!