ComplaintsforDiamond Candles, LLC
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Complaint Details
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Initial Complaint
08/25/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I placed my order on Aug. 1st. 2022. I was ordering off my phone because pc is in shop. When ordering, I have no idea how but it auto filled to the wrong address. I have contacted the company several times since and the only remedy they can come up with is for me to BUY MORE products from them. My address is in the same town. But, no where near there.Business response
08/25/2022
Customer reached out and expressed that she had her order shipped to someone she knows, but not her house by mistake and acknowledged that this was an error on her end. I expressed that we are a small business, and we could not reship an order that was shipped and delivered to the address entered at checkout, and suggested that since she knew the person it was shipped to, if she could communicate with them and have it shipped back to us, we could process a refund. I also offered a discount code to the customer, in case she would like to place a new order, as a courtesy. Customer declined. I responded to customer informing her that if she would like to accept that courtesy discount code in the future, to reach out and we would honor that for her.
Conversation is documented in the attachments provided.
Initial Complaint
06/28/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Won a ring from a candle and submitted the winning information to Diamond Candle on 1/1/2022. Was told in an email that it would take around 90 days for my ring to be mailed. 90 days came and no update in the status. Emailed Diamond d Candle and was told it would be looked into and they offered a free candle for the I convince. Several weeks went by and I asked for another update. Was finally told by ***** with Diamond Candle they received an update and that the jeweler mailed the ring to them. ***** proceed with an email that once they received the ring, had it appraised, the ring would be on it’s way. She estimated it would be within 3weeks time. Over a month has now come and gone and still nothing? Why? Today makes 179 days for something that I was originally told would take about 90.Business response
06/29/2022
Customer was informed of delays with our jeweler, and given free product for the inconvenience of the delay. The order has been shipped, and customer was also provided a discount code for 20% off their next order.Initial Complaint
06/13/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have a gift card that was purchased and given to me around 6 years ago or so. I never used the gift card and recently remembered that I have it. I tried to follow the instructions on the gift card on how to redeem and it did not work. I then reached directly out to Diamond Candles because I wasn't sure how I could use it. They said they were not currently accepting gift cards from their website. They asked me for a picture of the front and back of the card as well as proof of purchase. I then scratched off the back of the card to reveal the card number and sent them a picture of the front and back of the card. I let them know that I don't have proof of purchase as this was years ago and gifted to me. They told me that they can't honor it without proof of purchase. I again explained that the card was never used before as I had literally just scratched off the back revealing the card number and if they look up the card number they could verify that it is valid, but that I don't have the proof of purchase from something gifted to me 6 ish years ago. They have now stopped responding to my emails. I have attached the pictures to show the gift card front and back which also show the instructions on how to redeem. No where on the card does it say proof of purchase is required to redeem.Business response
06/14/2022
Our website states that receipt of purchase is required to redeem a gift card. Customer could not supply receipt of purchase. We made an exception and honored customer's gift card, and it has been reissued to the customer. This issue has been resolved.Customer response
06/14/2022
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,
***** ****
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Contact Information
Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.