Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/18/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I ordered from Goose Creek on 1/20/25, and my order was marked as delivered on 1/29/25. However, I never received anything. I still haven’t been able to locate my packages despite checking multiple places. I filed a police report as instructed, and *** confirmed that the packages are lost. They advised me to reach out to the merchant for a refund. Unfortunately, the merchant has not refunded my money and continues to offer replacements or store credit, which is unacceptable. I will never shop with Goose Creek again, and I no longer need the items since I’ve already purchased them from **** * **** *****. This situation has become incredibly frustrating and unfair. I’ve followed all the required steps, yet my package remains unaccounted for, with no resolution. I’ve been patient, but this issue has gone on for far too long. Today, I called *** again, and they confirmed the package is lost and that the merchant needs to issue a refund. I no longer need the items and do not want store credit, as I will not be ordering from Goose Creek again due to this poor customer service. This has already wasted so much of my time, and it’s been over a month now. If this issue isn’t resolved soon, I will be forced to consider legal action.

  

  Business Response

  Date: 02/20/2025

  Hi *****! Thank you for letting us know about this! I see here that per our normal policies and procedures, a replacement or store credit has been offered for the package. You can visit our website and see this policy stated here: **************************************************************************************************** 

  Thank you! 

  Customer Answer

  Date: 02/20/2025

  
  Complaint: ********
  
  I am rejecting this response because: I would like my money refunded to the original method of payment. *** has confirmed that the packages are in their system, and they have stated that the merchant needs to issue the refund. I understand that store credit was issued, but I was never asked for my preference before that decision was made.
  I request that you either refund my money to the original payment method or, alternatively, ship the items I originally ordered.
  Please confirm the next steps as soon as possible.
  Thank you.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 02/26/2025

  Hi *****, If you would like a replacement rather than a store credit, please reach back out to Customer Support and we would be happy to help. Thank you!

• Initial Complaint

  Date:01/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 5th. I paid 7.20 for the candle and 5.99 shipping. The 2nd candle received was fine so I only want my 7.20 back. I was supposed to receive a product I can use but I was sent an expired mold smelling unusable candle. I was only offered a 5 dollar gift card which was not raven the price of the candle they sent me. I would need the price of the candle and 5.99 shipping for a gift card to replace the candle, otherwise I need to be refunded just 7.20.

  

  Business Response

  Date: 01/27/2025

  Hi ********* I am sorry to hear you had this experience. I see here this has been taken care of according to the policies and procedures we have set in place. Thank you! 

• Initial Complaint

  Date:01/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on January 9th for 3 fragrance mists and I haven't received any updates on my order. This company offers no way to speak to a live customer service representative and it seemed like I got a canned response when I reached out by email. I've been seeing from other people that it often takes 3 or more weeks before they receive their orders. This is unacceptable. There are other businesses that offer these semi annual sales at the same time with items significantly marked down and yet when I ordered from **** *** **** ***** for theirs just 2 weeks ago my items were still DELIVERED within a week. No way THIS particular company is THAT backed up with orders to justify these long waits. I want my items shipped out and I will not order from this company again, this was my first time too. They don't honor their shipping times.

  

  Business Response

  Date: 01/27/2025

  Hi *******! I am so sorry for the delay with your order. I have taken a look here and see your order has now been delivered. Please let me know if there is anything else we can assist you with! 

• Initial Complaint

  Date:01/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have placed an order for $112.34 and have not received my package and they are refusing to give me a refund. They are only willing to give a gift card which I do not need and I do not want the items anymore

  

  Business Response

  Date: 01/27/2025

  Hi ****! I am really sorry to hear about your lost package! Per our website, we are only able to offer gift cards or replacements for lost packages. You can view this policy here! ****************************************************************************************************

  I do see we were able to assist you with a gift card that can be used on a future package.

  Thank you! 

  Customer Answer

  Date: 01/27/2025

  
  Complaint: ********
  
  I am rejecting this response because: I do not need your products anymore. They were Christmas gifts and Christmas is long passed. What am I supposed to do with a gift card if I do not need to buy anything from your store. I have bills to pay and need my money back
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 01/29/2025

  Thank you for your response! I am really sorry about this! Unfortunately, at this time, a gift card or replacement is all we are able to offer for this lost package. 

  Customer Answer

  Date: 01/30/2025

  
  Complaint: ********
  
  I am rejecting this response because: What type of business are you running? I paid for a package that was never delivered to me and all I get is a lousy gift card that I can only use for your company. Isn’t that convenient for you, just keep getting money instead of helping your customers. Why would I use the gift card to buy from your company again when the first package was never delivered to me only for it to happen again. I demand a refund or I will call my bank and dispute it
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:01/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted an online order with Goose Creek for six (6) candles on 12/15/24. The packaged arrived on 1/3/25 by way of UPS , tracking number ******************. I messaged the company on 1/5/25 to advise them I received a damaged shipment and provided a picture of the broken glass. After several email exchanges and additional images, I was offered a partial refund. Being advised I would have endure managing the broken glass throughout the box because their policy does not all the return of damage items. However, I am expected to risk any potential damage handling the the items. I expressed to the representative (****) I was not comfortable nor did I want candles that contained glass fragments. He insisted I would have to keep the candles that did not display broken glass despite broken glass throughout the box and in some of the other candles or I could remove the broken candles from the same box that contains all the broken glass to prepare for a return and then get a refund for the additional four (4) candles. I am just very confused as to why I am expected to handle this box of broken glass, when it should simply be removed/damaged out from their inventory and sent me a full replacement. Once they insisted this of me, I have decided I no longer want any of their products. I have spent more than an reasonable amount of time asking for an amicable resolution. I cannot seem to find one with this company on my own. Therefore, I am filing this official complaint with the BBB with hopes of a resolution that will include me receiving a full refund and disposing or returning the entire package back to Goose Creek. Again, they don't want the broken glass, but expect me to deal with it. Please just give me my money back and schedule a pickup for your damaged shipment.

  

  Business Response

  Date: 01/14/2025

  Hi there! I see a refund was issued for this! Thank you! 

  Customer Answer

  Date: 01/14/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I was only granted a partial refund. I was advised to remove the broken items which is all glass, before returning the additional candles that also have broken glass fragments in them and in the box to get a full refund. I have offered to closed the box in it's entirety for pickup and 'full refund' not partial. I AM NOT going to pick out the broken glass from this box. Why am I being given such a difficult time to rid this damaged shipment. If you have not already, please read the complete email thread. I just want my money back and not the continuing efforts of all this back and forth. This is hardly customer service, which is why I never, ever purchase from Goose Creek again. The time I have utilized in trying to resolve this issue through no fault of my own is absurd. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 01/16/2025

  Hi ******! I see here we have issued a refund for the damaged items and let you know we would be more than happy to assist you with a return! 

  Customer Answer

  Date: 01/20/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  For the fourth time I am being asked to contend with broken glass that is within the package to separate it from the items that didn't brake in transit. Once again, please explain to me why I am expected to have to endure the broken glass from your damage shipment. Perhaps you need to contact the courier because I am not responsible for this problem, yet you want to make it my responsibility and that simply is not fair. Moreover, it is very inconsiderate of you to ask it of me. I am earnestly so frustrated with situation. The damaged package I received remains on my porch and I would appreciate you scheduling a pickup and refunding me the balance of the money I paid this company. I want nothing more than the box to leave my porch and I never, ever have to deal with Goose Creek again.

  Ironically, what on earth do you all do if/when your candle(s) are returned and become damaged in that process? Please make this make sense...it simply does not. I have said it previously and I am standing firm, I am not going to make any attempts to remove all the broken glass from this box. If you want to send me another box to shift the four that are not broken, keep in mind look to have glass fragments in them, have at it, but I am not dealing with this broken glass and I sincerely, whole-heartly do not appreciate the ask and the service I have received from this company, the worst ever...*******, ********, *****, **** *****, **** * **** *****, and/or ****** all vendors I have routinely purchased candles from, would never ever treat a consumer in this manner.

  Sincerely,
  ****** ******

• Initial Complaint

  Date:01/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered candles for Christmas gifts. Received a broken box with only 3 of the eight candles I ordered inside. I wrote 4 emails to customer service with my order number & full contact information, as instructed. No response at all. Terrible customer service.

  

  Business Response

  Date: 01/14/2025

  Hi there! Unfortunately, I was unable to locate any emails from you. Please visit the Contact Us page of our website and submit a email request. We respond to all emails in 24-48 hours! 

  Customer Answer

  Date: 01/14/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I have emailed the company 4 separate times and they say they have no records of any emails from me & they reply to all emails within 24 to 48 hours, which is not true.  

  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 01/16/2025

  Can you please confirm the email address you are emailing us from? Unfortunately, we do not have any emails from **********************. Thank you! 

• Initial Complaint

  Date:01/11/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 3, 2025, I placed order #********** with Goose Creek Candles for four candles @ 11.99 ea., standard shipping 5.99, taxes 3.78, totaling 57.73- paid through ******. On Jan. 11, 2025, I filled their online inquiry form on ************************ asking, When can I expect my candles? With all requested information filled in, the submit button doesn’t work. I couldn’t submit the form. So I tried the “Chat” link, which directs me to the same online form and the submit button doesn’t work. So I called the customer support number 1*************, a voice who states ***** with customer support team says you can leave a message or contact ************************, (the online form you cannot submit), then hangs up, so you can’t leave a message. The company gives three ways to contact them and none of them work.

  

  Business Response

  Date: 01/14/2025

  Hi there! I have taken a look and see your package is out for delivery and will be arriving Today, January 14 by 9:00 P.M.! 

  Customer Answer

  Date: 01/14/2025

  
  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

  Date:01/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with the goose creek candle company on December 11th-2024- with the promise that it would be delivered before Christmas. Not only did I not receive the items before Christmas- they didnt even SHIP until December 28th-2024. The company states that the package was delivered by *** on Friday January 3rd but the picture that was given of delivery was not my house. I filed a lost package report with goose creek but they basically refused to do anything regarding this matter. I have not been able to speak to anyone other than through email as no one will call to speak with me and when I call it says it an unmonitored recording line. NEVER again will I trust this company. They are poor and worthless.

  

  Business Response

  Date: 01/14/2025

  Hi *****! I have taken a look here and see you did confirm with us the proof of delivery from *** was your home. We let you know that since we confirmed the proof of delivery, we would need a police report to be filed for the stolen package. Since you refused to file report, we were unable to assist you further! 

• Initial Complaint

  Date:01/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased over $100 in products. They were packaged incorrectly which lead to one item shattering and leaving glass throughout the entire box. When I unpacked things, I cut my hand on the glass and found glass inside other candles because the lids had come off. I decided to not unbox anything else because of the shattered glass. I contacted the company and sent photos. They offered to replace the broken candle and immediately sent a replacement. I asked to return the entire box because of the broken glass throughout and not wanting any further injury. I was told they would not accept a return of the entire box because they couldn't accept something with a broken item. So I hit a catch 22. Refusing to accept a return because they packed it in a way that allowed the candles to move all over the place and cause glass shards to go everywhere is really unacceptable. They told me not to unpack things and cut myself again AND also told me I couldn't return the box. If I couldn't touch the contents and I couldn't return it, other than throwing it all away, what did they expect me to do?

  

  Business Response

  Date: 01/14/2025

  Hi ***, it looks like we never received an email back from you on Dec. 16th. Please respond so we can assist you further with this! 

• Initial Complaint

  Date:01/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered $107 worth of 3-wick candles. I love their products and order often. When they arrived 3 of them were shattered. All I ask is for them to be replaced. No one has gotten back to me after numerous emails. If someone would please answer me .

  

  Business Response

  Date: 01/14/2025

  Hi there! I see a refund was issued on Jan. 2nd for these damaged items!