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Business Profile

Candles

Happy Wax

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Candles.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 1 complaint 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:04/14/2025

    Type:Delivery 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 order a wax warmer from this company. It worked one time. I emailed them, they responded with there are only 2 customer service **** and I should try unplugging for 1 minute then plug it into a different outlet. That did not work. I emailed it didnt work with no response. Emailed several more time with no respond. I did ask for a replacement, no response.

    Business Response

    Date: 04/14/2025

    The customer first contacted us on Friday, 4/11, at 11:20 AM CST. Customer received an auto-reply informing them that they will receive responses within two business days.

    Customer received their first reply from ******************** staff on Friday 4/11 at 5:21 PM CST, advising them to complete troubleshooting steps. Customer replied to that email at at 8:06 PM on Friday 4/11 advising that the troubleshooting steps did not work. On Sunday 4/13 at 5:07AM CST, the customer sent a follow up email again stating that troubleshooting did not work. On Sunday at 5:10 AM CST, the customer sent an additional response advising us that we were being reported to the BBB. On Sunday at 11:02 AM *** we replied and explained that their emails sent around 5 AM on Sunday were not answered because that is outside of our normal business hours. A replacement unit was sent to the customer at no charge on Sunday with tracking number 1ZJ74F34YW88370583. Reviewing all communications with this customer, I can see that we ********************** were the last to initiate communication with this customer, and we have not received a reply to the email we sent on Sunday 4/13 at 11:02 AM CST. 

     

    In conclusion, a replacement item was sent to the customer as they desired. 

     

  • Initial Complaint

    Date:12/05/2022

    Type:Customer Service 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've been reaching out to this company for a week or more now trying to get this item corrected - initially, they said they would like to replace it & to send them the information of who sent it to me so they could verify the order - don't know what they would have done if I didn't have that info, but I did and I complied. They finally come back to me today, again saying they'll happily replace it but I have to pay for shipping - are you kidding me? Do they have any clue at all what customer service is? I'm sorry - it is their product that is broken and it is on them to replace it and on their dime! I'm not paying to ship a replacement for something that didn't work the first time - and quite honestly, if they've not corrected the design on the insert, I doubt it will work this time. I understand it was a gift, but that shouldn't matter - either they stand behind their products or they do not. It is not my fault or the fault of the person who sent it to me as it was purchased it in good faith. Here's the context of the email I sent to the company - "The pink Himalayan salt lamp. The insert does not fit in the lamp properly. I’ve tried for over a week now and wasted numerous melts trying to get them to belt, & they will not. The pics show the wax having burned for days & overnight & never completely melted. I thought maybe it was the wax so I tried a different scent & left it on for 2 days - you can see that it did the same thing - or less. This was on high setting. You can see from the pic, the insert does not fit flush in the product like it does in your pics on your website. The last pic is the first round of wax that never melted. The first two are of the lamp itself, & the wax that was left on all night & it never melted completely. "

    Business Response

    Date: 12/16/2022

    Our policy is that if the order cannot be verified, we will still replace as long as the gif-tee pays the shipping cost. The customer was unable to provide an order number, and we were unable to verify the purchase. We offered the customer two options. Pay the shipping cost and receive the replacement, or we could create a discount for 50% off any new solo Warmer on our website! The discount code was provided and the customer no longer responded to the inquiry. If this customer needs any additional assistance, please let us know. Thank you!

  • Initial Complaint

    Date:10/04/2022

    Type:Delivery 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 through happy wax on September 19, 2022 and I never received order.. I've placed countless emails, messages , even tried calling to sort out details,, I get ignored.. All I just want is my order or a full refund of $48 and some odd cents.. They say they take pride in their company but yet ignore customer emails!??.. Need help please. My order number is HW-******,, Sincerely, ***** ******

    Business Response

    Date: 10/06/2022

    This issue has been resolved directly with the customer! The customer has been sent a replacement, as well as receiving a full refund for this order at no additional cost. No further correspondence is needed. Thank you!

  • Initial Complaint

    Date:09/14/2022

    Type:Customer Service 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 HW-****** and I received one wax warmer with the light and timer not working. I’ve emailed the company and messaged them through ******** countless times. I was left in read on ******** and ignored after sending dozens of emails. I know I sent it to the correct email address because I get a confirmation after I sent them each time. I only had one response back with no help to my situation. I just want a replacement. I should not have to pay to send the damaged one back when it came to me damaged. No where in your return policy says that.

    Business Response

    Date: 09/16/2022

    We have reached out to the customer. This issue has since been resolved. A replacement order was sent on 09/14/2022, at no charge to the customer. No further correspondence is needed. Thanks. 

    Customer Answer

    Date: 09/16/2022


    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,

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

  • Initial Complaint

    Date:09/01/2022

    Type:Customer Service 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 did send my email to you at [email protected] on last August 29 but that customer service or customer support did ignore me that customer service/support is not suppose ignore to customers people or me please. And PLEASE looking and read at my email from on last August 29. Thank you!

    Business Response

    Date: 09/02/2022

    This issue has been resolved and a complimentary order has been sent out to this customer. No further assistance is need on this issue.

  • Initial Complaint

    Date:08/09/2022

    Type:Customer Service 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.
    Sent company many emails only responses i get are emails saying they will get in touch in days on a daily basis i sendc emails i get the same Responses want order numbers which i do not have anymore they should have these in their records. I have 2 plug in units an a electric wax warmer that stopped working. All i want is replacements, or a refund for these. Do not want or deserve This treatment please help

    Business Response

    Date: 08/10/2022

    The customer was sent a replacement for this order on 08/10/2022! This issue has been resolved in full! No further correspondence should be required! 

  • Initial Complaint

    Date:06/17/2022

    Type:Customer Service 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.
    On May 28,2022 I purchased a signature warmer + free wax melts, when I received my order on June 15,2022 I unpacked the box and the warmer and plugged it and the warmer does not work. I tried different outlets and still did not work. I contacted the company on the evening of June 16, 2022 via email and got no response. I have looked for additional contact information and there isn't any. I have contacted via email multiple times with no response. I just want a replacement warmer that works or a refund if nothing is available. Nothing has been resolved Order #********* ******************

    Business Response

    Date: 06/23/2022

    A replacement order was sent out to this customer and this issue has been resolved. 

  • Initial Complaint

    Date:06/13/2022

    Type:Customer Service 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 received the order but it never came I reached out to customer service several times no one ever responded one day I received an email saying that somebody was going to issue out me a new package and I tried to cancel and then they stopped responding to my emails

    Business Response

    Date: 06/15/2022

    Hello,

    Order HW-****** was shipped out on 05/20/2022, and marked as delivered on 05/29/2022 tracking number ********************. The customer originally reached out to our customer support to advise that the order was marked as delivered but not received. The customer has since been refunded in full for this order in the amount of $87.54. The customer also will receive a complimentary replacement for this order at no additional charge. Please remove the complaint as this issue has been resolved accordingly. 

     

    Thank you!

Happy Wax is NOT a BBB Accredited Business.

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