ComplaintsforCandle Wic

• Initial Complaint

  04/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/20 I placed an order for several items. One of these items was a 12 pack of ****** Status Jars with flat lids. They arrived on 4/25 and 1 of the 12 had shattered during shipment. There was glass all over the inside of the box and another product had chipped. I immediately sent an email to their customer service email address as given on their website. I also included a picture of the box I received so they could clearly see the broken item. I asked them to please respond quickly because I had an order to fulfill, and I needed ALL of the items I ordered. I wanted some kind of acknowledgement and hopefully a resolution. I received no word. I have pictures but your website keeps having an issue when I try to upload them. I'm happy to send them. On 4/27 I sent another email stating that I hadn't heard from them. I asked simply for an update. No answer.On 4/29 I sent another email stating that I hadn't heard back, and I wasn't asking for another 12 pack to be sent to me, I just wanted a replacement of the broken items. I still haven't heard anything.

  Business response

  05/03/2023

  We received the first email from ********************* on Tuesday May 2nd from our [email protected].

  I responded to **** within 15 minutes of her email message. I also explained that I had not receive any emails from her.

  Wednesday May 3, **** sent an email with the issues with her ordered. 

  I responded with 2 emails. One email with a request for her to send over the emails she sent regarding her issue that she said were not responded to. The 2nd email was to let her know that her issues were being address and that we were sending a replacement jar and a 5lb bag of the correct wax.

  When we received the emails that **** forwarded it was discovered she was emailing a closed account and that her emails were not being delivered. The correct email [email protected] was the email she used last and we receievd and responded immediately.

  **** issue has been addresses and corrected within 24 hours of receiving her email.  We request that this issue be remove because she was not being ignored, she was using an incorrect email.

  Please contact me for further information if needed.

  ******

  ******************.

  Customer response

  05/03/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been ordering from this company since 2015 and spend Thousands of dollars every year. I mainly order their fragrances which come in 1lb bottles, or sometimes they ship x2 8oz bottle, lately the fragrances I order are coming up short. They are not true 1 lb. The empty bottle weight is 1.5oz so the total bottle weight should be 17.5oz or greater. An 8oz empty bottle weight is 1oz so total bottle should weigh 9oz or greater. I have listed orders within the past 12 months that have underweighted products. 3/6/23 Order# ****** ***** **** Bottles were weighing between 15.8-16.2oz, total shortage 9.8oz. Grapefruit Guava: 16.4-16.6oz, total shortage 5.9oz. Lavender Chamomile (these came in 8oz bottles) 7.8-8oz, total shortage 22.3oz.  12/18/22 Order#****** ***** ************* 15.9-16.2oz, total shortage 5.8oz, Grapefruit Guava: 16.5-17.1oz, total shortage 2.8oz, Mangosteen Melon: 15.5oz x2, total shortage 4oz, Black Bamboo 15.7x2, total shortage 3.6oz. 8/30/22 Order#****** Dragonfruit Hibiscus: 8.3-8.4, total shortage 5.9oz. Georgia Peach 16.4x3, total shortage 3.3oz. I talked with Manager (********?) she was downright RUDE. She refused to rectify the situation and just had attitude the whole time. Threatened to hang up on me, didnt want to listen to anything I had to say, wanted me to write an email about it, although I was on the phone with her then and there. This woman has the worst customer service. All of these shortages have been affecting my business product output, and frankly, it is THEFT on their end. I want compensation for this.

  Business response

  04/26/2023

  My name is ******, and I was the person who spoke with *************

  I called ****** to talk to her regarding her latest order (******) that she placed with us and that we were out of one of the fragrances that she ordered.

  Audreys reaction to my call was one of agitation, she accused me and the company, Candlewic, of stealing from her.

  I ask why she felt this way, and she said for years she has been ordering fragrances and her bottles are always short and missing fragrances.

  I asked her to explain what she meant and at that point ****** became angry, was yelling and using derogatory language.

  Yes, I stated that if ****** continue yelling and cursing at me that I was going to end the call. It was not a threat, I just did not like her treating me in the abusive manner that she was.

  ****** also berated me to speak to a manager, I told her there was no one other than myself to talk with at the moment.

  I am the VP of Operations, the only other person to speak with would be the owner and he was not in on the day of the call.

  At this time, I suggested ****** to send an email enabling her to have her concerns addressed.

  She said I was ridiculous to suggest that, and she wanted me to deal with her problem now.

   

  I asked her to explain to me what the problem was, and she again said we were stealing from her over years by not giving her what see ordered.

  ****** stated that I needed to compensate her by giving her some wax, some molds and other items because we stole from her.

   

  I asked her to explain how she felt we were stealing from her. ****** stated that her fragrance bottles are always not filled all the way.

  I explained that we weigh our fragrances as they are being filled in the pour room. All bottles or containers are weighed during the production process.

  She stated that I was lying, we weren't weighing our bottles and do not give the **** that we base our product on weight not volume.

  ****** stated, that she has a scientific scale, a very expensive scientific scale, and she weighs our bottles when she gets them.

  I then asked, if the this problem has been going on for years why she didn't she contact us? Audrey's response was, I been sick for a few weeks and I doing it now.

   

  Again I asked ****** to send an email documenting her issue, and she berated me for asking and again went on a foul tirade at me that I told her that I would not continue to let her speak this way to me and I was going to end the call.

   

  She accused me of not listening to her and not caring about the issue. I reassure I did care and that if she would send an email her issue would be addressed.

  Again, she accused me of stealing from her costing her thousands of dollars and that I and the company needed to compensate her and give her some wax and molds and other stuff.

  I told her I could not do that and that she would need to send a complaint to info and it would be addressed.

   

  At the point, ****** became extremely irate yelling, cursing, and threatening to leave nasty comments on our website and calling the BBB.

  I told her that if she didn't want to communicate in an calm and considerate tone I would end the call. If she did not want to send a email and document her complaint I could not assist her any further.

   

  She chose to end the call and that time, with the threat of calling BBB and leaving bad comments on the website to damage our reputation.

   

  I was on the phone with ****** for 15 20 minutes.

   

  Our business program keeps records for 5 years. Since 2018, ****** made 19 purchases and never once contacted the company about an issue with her order or our fragrances.

  If there was a problem, and she contacted and sent the requested information, we would have done an investigation and reach out to her to resolve any and all issues.

*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. ↩