ComplaintsforGoose Creek Candle Company

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed an order for $145 the order came and I had a few items damaged I immediately took pictures and contacted customer service via text because they do not have a phone line but accept calls. I was given a gift card for the gift card I didn’t ask for a gift card I asked for a refund or whoever told me somebody would reach out to me as a supervisor I have not heard from them and I want to return these items I need the credit back on my original form of payment I will never order from this place again I have been a customer for many years and I just started ordering from them for the past month and a half.

  

  Business response

  07/30/2024

  Hi ******! I apologize for the experience that you encountered. I was able to look into this and see a refund has been issued and the issue is resolved. Have a wonderful day! 

  Customer response

  08/02/2024

  
  Better Business Bureau:
  
  I accept the response because the issue was resolved it just put me threw a lot of aggravation to get the problem addressed.
  ****** ********

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased several candles from this company and the tracking number shows it was delivered but when I arrived home it wasn't there. I contacted them and they won't do anything unless i obtain a police report. Well I am not calling the police, especially since I don't have cameras and neither do my neighbors. So what is that going to do?? I am NOT happy about paying for something I don't have! I will NEVER purchased from them again! I would just call my credit card company but I used ShopPay to pay for my purchase so I can make payments over time. I am not happy that i am being basically called a liar! Please help me! Thank you.

  

  Business response

  07/11/2024

  Hi ******* thank you for bringing this to our attention. I have reviewed the email correspondence and can confirm that you stated the proof of delivery was to your home. As our records show that the package was indeed delivered to your home, in line with our policy, we require a police report. Once the police report has been filed, we will gladly investigate this matter further for you. Thank you!

  Customer response

  07/12/2024

  
  Complaint: ********
  
  I am rejecting this response because I don't think I need to first of all bother the police.  There is no way for them to be able to figure out what happened to my package.  Why do I have to jump through hoops?  I feel like you are calling me a liar and I am not happy about that.

  What happened to the customer is always right?  This is going to be an expensive lesson for me and trust me I will post wherever I can about the horrible customer service your company has.  This is VERY poor customer service that I had to even place a complaint with the BBB.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The majority of the company candles shattered during the process of delivery. I cut myself as well as my daughter. When I contacted Goose Creek for replacements they asked me for documentation. I provided individual as well as group photos and explained is hard to touch the candles due to the glass being shattered and I was afraid of getting cut again. Also explained to them that the bottom of the candles are broken and I’m afraid of flipping the candles over. They refuse to give me a refund of the 11 items even with multiple photos of proof.

  

  Business response

  07/09/2024

  Hi *******! I am really sorry you had this experience. When reviewing the conversation history, I can confirm the agent you spoke with this correct, we were only able to confirm that 6 of the 11 items had damage to them. I see we did issue you a refund for 6 and a gift card for two additional. Again, we are extremely sorry you had this experience. Thanks! 

  Customer response

  07/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: it is not my fault that I can not turn over the candles to show the damage done on the bottom of the candles and you have failed at safety measures with packaging fragile shipments. Boxes don’t state fragile, boxes don’t come with proper padding to avoid breakage. 
  
  Sincerely,
  
  *** *

  

  Business response

  07/15/2024

  Hi *******, I am extremely sorry you feel this way and had this unfortunate experience. At this time, we have assisted you the best we can according to our company policies and procedures. Thank you! 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a few candles from Goose creek never had an issue until now that I don't think should be taken lightly. The candle literally bursted while still burning thankfully I noticed, My home could have gone up in flames since it was on entertainment unit which is wood when it occurred. I email photoes and haven't heard a word. My order number is **********.

  

  Business response

  06/19/2024

  Hi ****, I am sorry to hear you had this experience but happy to see we resolved this for you! Have a wonderful day! 

  Customer response

  06/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  05/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have purchased from Goosecreek 3 times, and all 3 times they have not allowed me to leave reviews of my purchases. I have spent over $300 with them overall trying different candles. When I finally reached out upset that others could leave reviews but I couldn't I was met with *****. I was told they shut off their reviews. Which shows me that they only have false reviews on their website that they pay someone to make to boost sales. I think this is disgusting for a business to do.

  

  Business response

  05/20/2024

  Hi *******! 

  Unfortunately, due to spam reviews being left, we have decided to temporarily turn off the option to leave a review on our website. Turning this off will prohibit people from leaving false reviews about things unrelated to our product. 

  Once you have made a purchase, you will still receive a survey to review the items purchased. 
  
  The only thing we have changed is the ability to leave reviews without having to make a purchase. 
  
  Have a wonderful day! 

• Initial Complaint

  05/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The order number is ORDER ********** there is hair inside of the candle when I opened it. I am unable to use the candle for sanitary reasons. I asked the company to provide a reasonable solution or refund. The company wants to give me a $5 gift card for a future purchase which is unacceptable. I would like a full refund because this candle is unsanitary.

  

  Business response

  05/07/2024

  Hi **** 

  Thank you for making us aware of this! I do see we were able to issue a store credit for the entire cost of the candle. 

  Please let me know if there is anything else we can assist you with! 

  Thank you! 

  Customer response

  05/08/2024

  
  Complaint: ********
  
  I am rejecting this response because as I stated in my initial complaint I do not want a store credit because I do not want to shop with a company that have hair in their candles. I want a refund in my original payment method. 
  
  Sincerely,
  
  *** ******

  

  Business response

  05/10/2024

  Hi, at this time, the resolution that has been offered is all we can offer at this time. Thank you! 

  Customer response

  05/17/2024

  
  Complaint: ********
  
  I am rejecting this response because this is poor customer service. You sold me a candle with hair in it and refuse to give me a refund. I do not want a store credit because I am not shopping with you again. You can send a replacement candle but I am not spending anymore money with this company and get stuck with more hairy candles. This is not how customers should be treated. 
  
  Sincerely,
  
  *** ******

  

  Business response

  05/21/2024

  Hi ***, thank you for your response! I see we were able to issue you a refund for this item. Please let me know if there is anything else we can assist you with! 

  Thank you! 

  Customer response

  05/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered candles in December 2023 and I never received them. I never received a refund.

  

  Business response

  04/09/2024

  Hi ********* I am so sorry about this! Can you please confirm your order number for me so we can look into this further for you? 

  Thank you! 

  

  Business response

  04/09/2024

  Hi ********* I am so sorry about this! Can you please confirm your order number for me so we can look into this further for you? 

  Thank you! 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had purchased 5 candles from this company. My order had not yet shipped, and I realized the candles were toxic to my cat. I had to use live chat to talk with an agent, as the AI phone support said they were too busy and I was disconnected. The chat agent said that they could not cancel or modify my order because I went to cancel "after the small amount of time one could cancel had passed".

  

  Business response

  04/08/2024

  Hi there! Thank you for bringing this to my attention!  At this time, phone support is unavailable. However, you can always contact us through email, and we will get back to you within 24-48 business hours. Additionally, you can text us at ************ Monday-Friday between 8:30 AM to 4:00 PM EST. We also provide live chat support on our website.
  
  Per our website, Unfortunately, once an order has been submitted, we are unable to make any changes or cancellations. Our team strives to process orders quickly and efficiently, making it challenging to modify them once they are placed.
  
  Additionally, we would be more than happy to assist you with a return once you receive your order!
  
  Thank you!

  Customer response

  04/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purcahs3 of 4 candles on March 19,2024 I bought the oatmeal cream pie honey buns pumpkin delights and the nutty buddies up re 8vieving the items and attempts to use them as the instructions followed three of the candles had no scent and not as described by the company o conta ted them via text and explained everything and their solution was to offer me a $5 gift card to their store and that since it was liscened thats all they could do I said I had no interest in buying from their company again due to how bad the candle were and the customer service that was given they did not make any effort to do anything after they said that I told them it was not acceptable to not care about t the customers and then they tried to offer $10 in credit to try to make me happy after I told them I would be filing a complaint and contacting my bank to see if I could dispute the charges due to the lack of customer service and not wanting to correct anything after that was said they told me I could send the candles back for a refund but then I would be charged a $5.99 fee to send that back after everything trying to come up with a solution the customer service sa8d they are sorry about this and that they're going to close the case and have a wonderful day !

  

  Business response

  03/28/2024

  Hi ******! Thank you for letting us know about this! I am very sorry you were unsatisfied with these items on your order. Per our website, your purchased items do not qualify for a return. I see we were able to issue you a $10 gift card for this inconvenience. 
  
  Thank you! 

  

  Business response

  04/01/2024

  Hi ******! 

  Thank you for your response. This case was handled to the best of our abilities. At this time, we are unable to provide you with further assistance. 

  Thank you! 

  Customer response

  04/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: this has not been handled  and is also being dealt with now through my bank as well being disputed on my card all information and screenshots of conversation with customer service and contact through through here as well  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  03/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought $60 worth of candles from goose Creek candles on March 17 and I haven’t heard anything and I haven’t received my candles and I need the candles or refund thank you order number ******** US I’ve tried to contact them over and over again with no success. Thank you.

  

  Business response

  03/28/2024

  Hi! I have taken a look into this for you and see your order has now been delivered! 
  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. ↩