ComplaintsforThe Wooden Wick Co

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They charged me twice for the same order. They kept telling me the funds were on hold and would be released. They were not, they both were charged. Hard to get ahold of them. Waiting for emails and arguing with ***** over Makesy chat. They gave me the option to cancel the order, return it. In that case I would still be out $59.84 for the second charge. ***** keeps telling me to contact my bank. I did.

  Business response

  11/14/2023

  Hi *******, 

  I can see that you placed two seperate orders for the same value, which is why you see two different charges. One order was placed under the email *************************** and the other was placed under *******************. Both orders are in transit to you now. Here are the order numbers 478774 and 478746. If you would like to return one order we are more than happy to accommodate that. Please reach out when one of the orders is delivered and we can email you return information. 

   

  Customer response

  11/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  *************************
  
   
  

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are a candle making company and we ordered the 27 liter wax melter. The melter came damaged and we couldn't get in touch with anyone at Makesy or Wooden Wick. No email address, no phone number. The phone number that I found is always busy. No contact information at all. The email address that I found No response. I need to return this item for another. They have no return policy on website or in packaging. We are a candle making company that need this melter but can't use it and can't return for a replacement because this company has no contact info at all.

  Business response

  03/01/2023

  Hi there,

   

  My name is *******. I am the Director of Customer Experience here at makesy.

   

  I have reviewed your complaint and was not able to find an email from you in our system. Our customer service email is ******************.

   

  We have contact information and a return policy noted at the bottom of our website. I have attached the links below for your reference. Customers also have the ability to live chat us 7 days a week from 6am-5pm PST.

   

  **********************************************************

  ***************************************

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an order a few weeks ago. Their lead time was pretty long, which I understood, but when I emailed them to cancel, they couldnt. I think part of the reason the order cancellation couldnt happen was that they wasted time asking me for a reasonI cant reply to emails right away, after all. I also understood that, so I asked to return and they told me to wait until the item arrived. They said store credit only, and no fragrances allowed. I asked if a policy exception could be made in light of my having asked for order cancellation and then a return before the package shipped, if I could have the return to my original payment method instead (truthfully, I did want to ask to return the fragrances too, but I didnt ask) and the associate was VERY rude. I was gone for a while, a few days before Lunar New Year up until a few days after, and had all packages held at couriers location, and I was gone longer than planned (I got back probably a week ago) so my shipment was returned to Makesy. They closed my communication right after that. Return via store credit only shouldnt be legal; moreover, my items are literally untouched by me and anyone else as theyre being sent back to Makesy, so I believe I should I should receive a refund of my purchase for $99.03 (the cost of my order #****** minus Route protection). My order hasnt even moved for a couple days despite currently being in **********, so Im worried it wont even reach them. In that case, Ill file a claim with Route. Nothing has gone right in regards to me and Makesy, tbh. Not going to upload emails between me and associate because they have them and I also dont like the final associate who replied to me.

  Business response

  02/01/2023

  Hi there, 

   

  My name is *******. I am the Director of Customer Experience here at makesy.

  For some insight on our policies, we have a 3-7 business day lead time once an order is placed. After being placed, the customer has ***** hours to request a cancellation. In this case, the cancellation was requested 4 days after being placed. We process hundreds of thousands of orders daily. Unfortunately, we cannot accommodate cancellations while orders are already in the picking & packing process. A cancellation this far along requires extra time for our warehouse members to search for an order that is already very deep in the production process.

   

  Because of the nature of our products, we cannot accept returns on certain items such as fragrance or liquid bases. For safety and cleanliness, these products cannot be resold once they leave our facility. Our return policy guidelines are noted in the *** section of our website. 

   

  As a business we strive for customer satisfaction. We would not be where we are today without the support of our makers. We truly are in a business where their success is reliant on ours. With that being said, we're happy to accommodate a courtesy refund for the returned package. 

   

  We will be reaching out to the customer to rectify this issue. Thank you! 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩