ComplaintsforStorybook Candle Company
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On May 5th I ordered $228 worth of candles from this business. I saw that the website stated that it could take up to 8 weeks for these items to ship, which I understood. When it hit 9 weeks I attempted to contact the business by responding to the confirmation email as the email instructs me to do if I have any questions. I received no response. I attempted to contact her on Instagram but there was no response. On July 15th I received an email that my order had shipped with a tracking number, but as time went on and I continued to click on the tracking it only said that a label had been created and USPS was awaiting the item. It still does now. On July 25th, almost 12 weeks after I made my order, she finally made a post on Instagram that allowed comments, so I made a comment asking about my order. She immediately messaged me apologizing and trying to make it right. I asked for nothing but my candles, she gave me a 50% refund and apologized profusely. I thought the matter was dealt with and that I would receive my candles. It's now September 5th, exactly 4 months since I made my order and have still not received them or any confirmation that they have been shipped. If this girl is not a scam artist I would be shocked.Business response
09/12/2024
Hello,
I had supply issues in regards to fulfilling the order. I had an unexpected out of stock issue with no ETA from my suppliers. I should have communicated better with the customer on this but unfortunately I got so busy it slipped my mind. I have refunded the customer her full amount of $228 back to her account. She has received full refund.
Customer response
09/16/2024
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. I waited over 4 months for product that I never received, so I'm not happy about it, but at least I got my money back.
Sincerely,
****** ****Initial Complaint
02/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I made a purchase on November 13th and have not yet received my order. The owner of the company reached out via Instagram message on December 28th after I had messaged them multiple times. I was told my order would ship the beginning of the next week. On January 4th I was given a tracking number. The package has not moved since. The website advises that shipping and processing may take up to 5 weeks. It has been 13 weeks since I placed my order. I need this problem resolved.Initial Complaint
10/09/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed a $162.00 order on September 11th and have reached out via email on 3 separate occasions and have received no response.Business response
10/14/2023
USPS Tracking Number: ******************************
Small Business Owner/One person ran business.
Website's homepage states it can take 3 weeks to deliver product.
I had a very unexpected 'out of stock' issues with my supplier and had to find similiar products to use causing a delay in deliver.
Please note, I am a one woman ran small busiess and do my best to get orders out in a timely manner.
I have been in touch with the customer via Instagram and sent her a shipping confirmation email with a tracking number.
Customer response
10/17/2023
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,
***** ******
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.