ComplaintsforScentsational Soaps & Candles
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Complaint Details
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Initial Complaint
07/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Scentsational candle at Home Goods that has no scent. Scentsational Soaps and Candles, Inc, the manufacturer, refused to replace the obviously defective candle.Business response
08/08/2022
Business Response /* (1000, 5, 2022/07/22) */ Hi *****, We're sorry to hear about your unfavorable experience with our candle. HomeGoods places orders to us requiring a lower fragrance load in able to achieve a certain price point. While there is absolutely fragrance in every one of our candles, we understand that you might want more throw. This can be especially true of naturally lighter fragrances like many florals. The candle you have is not defective, it just doesn't have the desired fragrance amount that you would like. In order to experience a higher fragrance we would request you purchase a candle directly from our website. These have three times more fragrance in them. We understand the cost difference in what's on our website and what's in a big box value store. We're pleased to offer you a code to help offset the cost. We have activated a 50% off code for you to use on all full price items. This code is only for your use and it will remain live until 8/31/2022. We hope you're able to take advantage of this offer and enjoy our fragrances. Thank you for bringing this complaint to our attention. Again, we're sorry for your disappointment and we hope you're able to give our candles another glow. Consumer Response /* (3000, 9, 2022/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I bought a candle with no fragrance and the business refuses to replace it. Offering a 50% off coupon doesn't replace the defective candle I purchased. What a unreputable business. Business Response /* (4000, 11, 2022/07/25) */ Hi *****, The nature of our production process would prove your claim of a candle being manufactured without any fragrance to be impossible. We are certain that the low fragrance load has you disheartened and are sincerely sorry for that. It seems like the only resolution that will satisfy your claim is to send you a replacement candle. However, those discount value candles are all poured at a lower fragrance load. With this being said we found it best to offer you a code for a much higher fragranced candle. We understand that you're not happy with our resolution for you and wish you nothing but the best in your future candle experiences.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.