- Report: #1185324
Complaint Review: Texas Triple Scented Candle Co. - Houston Texas
Reported By:
hatebadcustomerservice -
a small town, California,
Submitted:
Updated:
-
Author Not Confirmed
Why?
Texas Triple Scented Candle Co.
10027 Leamington Drive Houston, 77070 Texas, USA
Phone:
281-923-3768
Web:
http://www.triplescented.com
Categories:
Business Rating:
(0)
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Texas Triple Scented Candle Co. **BUYERS BEWARE** Unethical business practices and pathetic customer service Houston Texas
Texas Triple Scented Candle Co. offers a specific service to a consumer. They will make your candle in whatever color you choose, as well as, in whatever fragrance you choose from their list of colors/fragrances. For each candle ordered from their website, you are asked what color you would like & what fragrance you would like. The candles they sell are supposedly not pre-made, as their website states, 'each candle is custom made, hand crafted and specially made just for you'. What a load of B.S. !!
I had been searching for some specific candles to include in a project I was making as a gift and that led me to their website. I was VERY particular about the candle colors, as they would need to match my project. Also, being able to choose the candles' scent would allow me to personalize the gift. Not to mention, I was impressed by all of the 'stellar' reviews on their website.
I placed an order for 4 candles at the end of July 2014, and paid a little over $50 which included a shipping fee of $8.95. At the time, the website stated the processing time to make the candles was 2-6 days, so with shipping time, I expected them to arrive at my house in about +/- 2 weeks. No such luck - the candles arrived 4 weeks after I placed the order, but I was still ok with that because I was getting exactly what I wanted for my project, right? WRONG!!!
NOT EVEN 1 of the candles I had ordered were what what I received!! 2 of the candles were the right colors, but not the fragrance that I choose for that color. The other 2 were wrong in color & scent. So, WHAT IS THE POINT OF A CONSUMER CHOOSING THE COLOR/SCENT OF A CANDLE IF YOU'RE JUST GOING TO SEND THEM WHATEVER YOU WANT??
I immediately called this lame company & left a voicemail that was never responded to. I also sent an email through their websites' contact us page, which was not responded to either. Several days later, I sent a 2nd email - same thing - no response. I checked their return policy which states 'custom made items are not returnable & orders are not refundable unless shipped in error on their part or were defective'. Also, the policy says that the customer is responsible for return shipping unless the error was on the candle co's part and items must be returned within 7 days but you must 1st get authorization from them. So they don't respond to calls or emails - how am I supposed to get authorization?
I filed a complaint with the Houston area BBB, stating all 4 candles were wrong & I would be returning them (at the candle co's cost as per their return policy) and wanted a refund. The BBB said this company was not one of their members, so they would not be able to force the candle company to respond to my complaint, but they would send a letter to them stating a complaint had been filed. Lo and behold, a few days later I got an email from the candle co. & their response to me was basically 'we don't consider an incorrect color/scent to be an error on our part'!! WTF
So to sum it up, Triple scented candle co. offers a specific service to consumers - to create a candle in whatever scent & color that you choose. You, the consumer, give them your money in good faith, anticipating that the product you've been told would be made 'just for you', would be in your hands shortly, or maybe in 4 weeks. The candle co, operating very unethically, takes your money & sometime down the road, ships you whatever candle they think you should have. Then when you receive your candles & see that they are not what you ordered, you, the consumer, are pretty much told 'too bad - even though we sent something other than what you paid for, that is not an error on our part'. Oh really? Ok, then on who's part is the error? Certainly not mine - I choose what you offered and paid for it - no error there - the rest was in your hands, Triple scented candles. What kind of crappy customer service is that? **BUYERS BEWARE OF HOW THIS COMPANY OPERATES - UNETHICAL BUSINESS PRACTICES - CONSUMERS, YOU'VE BEEN WARNED!!!!**
As a side note I looked again at the 'stellar' reviews posted online & noticed that the most recent one was from July 2012 - I wonder why?? Judging from the level of customer service I received - my guess would be that there aren't any 'stellar' reviews to post. I wish I would've noticed that before I wasted my money with this lousy company.
2 Updates & Rebuttals
hatebadcustomerservice
a small town,California,
Here we go again . . . .
#2Author of original report
Fri, October 31, 2014
I would be happy to return the candles to you - at your expense. I already paid you $8.95 to ship 4 candles to me that weren't even what I ordered. According to your return policy (partially stated here):
Unless due to an error on our part, customer is responsible for shipping on all returns.
So I received 4 candles that were not what I ordered, you agreed to make & I paid up front for. I think we can agree that would be an error. Now, I did not make the error, so the only other entity involved was your company and by process of elimination, that leaves your company as the error-makers. Why don't you live up the return policy posted on your website??
Why on god's green earth would you expect me to pay the return shipping? I didn't mess up. In fact, I didn't complain at all that it took a whole month to receive the candles.
I'm really not understanding why you say you pride yourself in great customer service. If great customer service had been shown in this case, you would have had the return shipping covered to get the candles back & refunded my money 2 months ago. I'm not interested in getting replacement candles shipped to me, I just want a refund & to be on my way without crossing paths again. And just for the record, I manage a 5 star rated customer service team of a very large corporation, so I very well know what great customer looks like.
Last but not least, you say parts of my complaint are untrue? I have no reason to lie - the facts are the facts straight up. Before you go accusing people of telling lies, you might want to do a little research first, or it might make you look bad. You say you never heard from the BBB, but it's quite coincidental then, that your company finally responded to my issue on Sept. 19 (51 days after I placed the order) and I filed the complaint with the BBB on Sept.15. You might want to check with the BBB of Greater Houston and South Texas regarding complaint #10221029.
TexasTripleScentCandle
Houston,Texas,
We care about our customers and the products we hand make
#3REBUTTAL Owner of company
Thu, October 30, 2014
First we would like to offer our apologies to the customer that posted this report. Please know we sincerely want you to be happy with the products you purchase from us and with the service we provide you.
Their are some untrue statements made in the report.
We truly never make your candles until you order them. We make all the candles in small batches based on what the customer has ordered.
For the customer that made the report she stated to us that we made an error in her color choices and that she received the correct scent in the candles. We did offer to remake the candles for the customer or refund the customer if she would send the candles back us. We have not received the candles back. We want all our customers to be happy with their orders.
We have never received a letter or notice of complaint from the BBB regarding any of our customers.
There was a delay in responding to the customer that made the report due to relocating our office from Onalaska, TX to Houston, TX. We stated on the home page of our website and placed the notice on our company voicemail greeting that we were relocating and during that time we would not have access to emails and phone calls. Once we relocated and had access to emails is when we received her email and immediately responded to her. We aplogized for the delay in being able to contact her and aplogized for any error in colors that may have been made and offered to remake the candles or refund her money for the candles. We even offered to remake the candles with out requiring her to return them to us, we did offer a refund if she prefered that but for a refund we would need to receive the candles back. Most companies require returning the products in order to receive a refund.
Since we never make your candles until you order them on the home page of our site it states our average processing time to hand craft your candle order is 8-12 business days.
We take great pride in hand making our candles and we sincerely appreicate each and everyone of our customers. We strive to make sure the orders are accurate and our customers are happy with their purchases and our services.
For the customer that made the report please know we will still be happy to remake the candles for you or if you choose to return the candles we will be happy to refund you the purchase price of your candles. We would greatly apprecaite the opportunity to resolve this issue as we sincerely would like to make you a happy customer that is pleased with your purchase.
