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Business Profile

Candles

The Velvet Lotus

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Candles.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/18/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 made an order and paid for it. It has never come. The shop will not respond to any of my communications about the matter.

    Customer Answer

    Date: 11/28/2024

    I have not heard from the business in response to my complaint.

  • Initial Complaint

    Date:11/12/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 Halloween candles from the Velvet Lotus Shop but never received them. I have emailed the owner and reached out to her on social media, but she has not responded. I discovered that she has done this to many others, leading me to suspect that this could be a case of fraud. She showcases candles for sale on her website; you place an order, but she never sends the items and keeps your money. I have tried to get an update on my order or a refund, but she has not fulfilled either request.

    Customer Answer

    Date: 11/23/2024

    I have not heard from the business in response to my complaint.
    I have even tried to reach out on social media platforms like ******** and Instagram and I know she sees my messages because she deletes any public posts so that nobody else sees a negative response on her page. She goes through and delete everybodys messages. Im not the only one that hasnt received items. Ive also tried to private message her and after several attempts at trying to reach her. She has now blocked me. 

  • Initial Complaint

    Date:11/02/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 October 4th from from this business expecting to receive my items before Halloween. The online website states orders would be shipped in 7 to 10 days. I still have not received that order. I also placed an order on October 12th and never got that order as well. The business has been active on social media so I'm not sure why orders are not shipping. I sent an email on October 27th asking for a status update and to this day November 2nd I have never received a response. I have seen others comment on posts asking for order updates which also go unanswered.

    Customer Answer

    Date: 11/15/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I understand that the business has not communicated with you. I will say after many posts on ******** and Instagram the business has responded and sent the first order. Stating they would send the second order over the weekend but that was last weekend and I have not heard from the business about my second order nor has it been shipped. I would like for this complaint to be posted so others are aware of the issue with ordering from this business.

    ***** ****

  • Initial Complaint

    Date:03/19/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    12/5/2023 Order Yuletide Witches Sticks from *********** 's online shop www.thevelvetlotusshop.com. Order number #****, total $11.66. 12/18 Email ************************************** for ship date. No response.12/20 - **** tracking number received: #******************************.1/12/24 No package movement. Emailed for update. No response. 1/17 Still no movement or response. Email again for refund. Receive an apology saying that she had Covid but does not provide an update on shipment or refund. I reply "Thats ok, if you could please refund my order I would greatly appreciate it."1/25 Still no response so I email saying I feel taken advantage and ask for refund status.2/12 Still nothing. I email a 30-day demand letter. Receive receipt that she viewed it. 2/17 She is extremely active on social media, saying that she is feeling better and working on new products. I comment on her Instagram that I never received my order. She sends me a direct message saying "Hey hun, did you have a question about an order?" I respond "Yes, order #****." She reads it but does not respond. 3/2 I send a follow up message on Instagram to ask about order and she sees it, but does not reply. 3/5 I send a 30-day demand letter reminder that she had a week left to respond. Viewed but no response.3/12 The 30-day demand timeframe up with no action taken by *********** to resolve the matter. 3/15 I comment again on the Velvet Lotus Instagram saying that I would love to buy all of her new items, but since I never got my first order, I can't. She blocks me. I want to reiterate that at no time did I act angry or out of line. I'm an artist myself and have also had a hard time with *****. I completely understand delays and health issues. The lack of communication and the fact that still I do not have a refund is unacceptable. I saw that she responded to someone else that a mass email went about about her having Covid. At no time did I receive that. Please do the right thing.

    Business Response

    Date: 04/10/2024

    The complainant has received her product. The first parcel was lost in transit and I communicated that to her. I sent out the product again and it was delivered on March 29, 2024 10:12 am in her mailbox. **** tracking number: 420017019300110944102761889809.

  • Initial Complaint

    Date:03/09/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 Dec 29th. Sent her a message on Jan 12th for an ETA on when it might be sent out. She responded saying she had been sick with COVID but no ETA. I followed ** again Jan 31. She responded a few days later saying she was sick with COVID but she would look into it for me. She responded 15 days later saying she would mail it Mon. She said she couldnt send it earlier because there were storms. I got tracking at this point (Feb 17). Nine days later she still hadnt taken the package to the post office. I tried contacting her 3 times. She finally got back to me saying she was in ***** and shed check when she got back. Days passed and I didnt hear from her. She got back to me after I said I would be getting a refund from my bank. She said she was in the hospital and thats why she wasnt on social media despite me seeing her being very active on Instagram. That was a few days ago and now shes not responding again. I tried posting on Instagram but she deleted my comment. I have been more than patient but at this point this is so shady and has to be a scam. I want a refund and to warn others to avoid purchasing from her.

    Customer Answer

    Date: 03/19/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

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

  • Initial Complaint

    Date:01/23/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 Velvet Lotus November 8th. As of January 23rd I have not received the order. I have emailed the seller multiple times and tried contacting her through her ******** business page (where I originally found out about the business) and it has been radio silence. There doesnt appear to be a way to reach her by phone. I pleaded, via email, for her to send the items because they were Christmas gifts. I was always courteous. The only update Ive received, via shop pay, is that the package is ready for shipment. It never left her business location. I ordered from her before and it took a long time, but eventually I opened a dispute and she sent it. I thought maybe, ok, she was having a rough time or something so I ordered again (shame on me, I was fooled twice) and now have to start a dispute through my bank. Buyer beware.

    Business Response

    Date: 02/24/2024

    To Whom This is Regarding,

    ************************* received her order on January 29th **** at 11:50am on her front door porch.
    Here is the tracking number from USPS 420829359334610944102718825913 and above is an attachment to her delivery status from my shop's backend. 
    I was unfortunately out of touch with my customers for a while because I was extremely sick with COVID. I did send out a mass email
    and made a post on my social media websites alerting people that their orders would be late due to illness. I care for my customers 
    and its upsetting when these things happen but it was out of my control.

    Sincerely,

    Seja ******
    The Velvet Lotus Shop

  • Initial Complaint

    Date:11/30/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 October 18th but outside of the automated email confirming the order, I haven't received any other correspondence or the order. After a month I contacted the show via email asking if she could provide an ETA on when the order was/would be sent, and again, I received no response. At 6 weeks, November 29th, I sent a second email explaining that while I had been patient and polite, six weeks was an inordinate amount of time to wait and that if she didn't respond she was leaving me with no further recourse than to contact the bank and ask them to cancel the sale for non delivery of items purchased.

  • Initial Complaint

    Date:11/07/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a Halloween themed candle from her online store on 09/10. by 10/05 it had not shipped, so I contacted her through email. No reply. I contacted her through Instagram, and no reply again. I reached back out on 10/15 and she replied on Instagram saying that she was currently away from her house but that as soon as she gets home she would ship it right away. Since then, I have contacted her 5 times and she has not replied. I have began commenting on her Instagram posts asking her to please refund me if she's not going to send the candle and she has been deleting my comments. I have screenshots of this. I opened a charge back dispute with my credit card company on 10/22 and on 10/23 I received a notice from **** that she has printed a shipping label and they expect to receive the product. I believe she did this just to protect herself from the charge back, because I check the **** tracking daily and they have still not received the package to ship. Since Halloween has passed, I am assuming it's not coming. I would like a refund, and to protect others from spending their money with this business.

    Customer Answer

    Date: 11/18/2023

    I have not heard from the business in response to my complaint.

The Velvet Lotus is NOT a BBB Accredited Business.

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