ComplaintsforHappy Wax

• Initial Complaint

  12/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  10/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  09/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  09/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  08/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  06/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  06/23/2022

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

• Initial Complaint

  06/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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!

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with Happy Wax on 1/5/22. Order number**********. It was for a warmer and one pack of wax melts. I received it and the warmer did not work (it wouldn't turn on). I went on their website to return it and for their return instructions, it said to email ******************. It did not give an option to just submit the return request through their website. I emailed them on 1/11/22 with no response. I sent a second request on 1/18/22 with no response. I sent the third request on 1/26/22. Again, no response. I've been checking my junk email and have not missed anything from them. I'm also still very much getting their promotional emails so I don't think it's a problem of my email blocking their emails. I also sent them a message through ********* messenger on 1/20/22. The viewed the message but just ignored it and never responded. I just want to complete my return and get a refund for my order.

  Business response

  02/22/2022

  Business Response /* (1000, 5, 2022/02/04) */ We are sorry to hear of the negative experience that the customer has had with our company. We had not received email communication from the customer. Since being made aware of the issue we have since refunded the order in full and sent a replacement wax warmer and wax melts free of charge. We have also reached out directly to the customer with their provided email address.

• Initial Complaint

  08/24/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The wax scents from this place are incredibly WEAK. I purchased and realized that I basically bought garbage and asked for a return label for my items because I do not want them. They did not live up to their promise of "amazing scents" and their bears are NOT "filled with fragrance" as they so proudly say on the site. These things barley filled a room and that is not my fault. I should not have to pay return shipping for false advertising that made me buy it in the first place. They take days to respond and that "*****" person they have doing customer service is a parrot that basically only tells you the only help she can give you is the return address and not the label. You'd think these people would learn from all the other bad review and complaints but they don't. I want a prepaid return label because this is not right. I spent over $112 just tot have these people tell me welp too bad pay to send it back yourself. My nom is having the same issue too since we ordered on the same day

  Business response

  08/26/2021

  Business Response /* (1000, 5, 2021/08/25) */ Customer reached out to us about wanting to return product. Scent is subjective to each individual person and they felt that our scents were not strong enough. As a still growing, small business, we do not provide return labels due to cost. We expreseed this policy to the customer 3 times via email. They seemed to be understanding of the policy and compliant. If they had expressed dissatisfaction with the policy during communication we would have re-evaluated to make it right. Upon receiving the negative BBB review we have, again, reached out to the customer to provide a full refund for the order and inform them that they do not have to return the items and can do with them as they see fit. Customer seemed to be satisfied with this resolution. Consumer Response /* (3000, 8, 2021/08/25) */ My emails expressed that I should not have had to pay to ship back a product that did not meet expectations, as anyone would take issue with. Had My reason for wanting to send them back been because I simply didn't like them, I would understand having to pay to return them, but that wasn't the case here. The company reached out to me and has solved my issue with a refund which is greatly appreciated. They even let me keep the items so I don't have to worry about shipping them back. I wish them the best of luck.

*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. ↩