ComplaintsforKC Candle Company

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an online order on 9/26/22. Purchased with my credit card for $82.79. The charge has debited my bank account in the same day. I have attempted several times to contact this company with no response. I tried to track my order and the order number provided states it cannot be found. I have asked for a full refund, again no response.

  Business response

  11/08/2022

  We had got behind on orders with one person running the shop and being way understaffed. We had placed a disclaimer on the site that we were behind and this customer never reached out until 11/5. Her order was in fact packed and we were in the process of shipping it on that date and then got the email from her. When customers order from us and there is a delay and they reach out, we explain the delay and they have ALWAYS understood the delay and are very happy that we are super busy. We work very hard to keep the order flowing but some of the items she had ordered had gone viral online and caused us to fall way behind, then you add staffing issues on top of that.. I understand that is not an excuse but she contacted us once via email which you can see below. There is a message system on the website but sometimes that is not the best way to reach any company. That is why we offer a CONTACT US page and out email is listed and a phone number. 

  Her order has been refunded as of Saturday. She can allow 3-5 business days for the funds to appear in the account she used to make the purchase. As far as we are concerned, this case is CLOSED. She requested a refund and she has been issued one. Not sure why she stated that we never provided that for her, but you can see in the screen shots attached that it was in fact provided. 

  IMG_0084.PNG - This is a screen shot of a search of emails that have came from this customer. As you can see she emailed on Saturday, November 5, 2022 for the first time. 

  IMG_0085.PNG - This is a screen shot of the email that was sent requesting a refund  and stating that she had tried to reach out in the chat option which is not the best option for any website. That is why we have our email listed and a way for customers to email us via the website and that comes to our email. 

  IMG_0086.PNG - This is a screen shot of the email asking for a full refund sent on 11/5/2022 for the FIRST and ONLY time. 

  IMG_0087.PNG - She was sent an email stating that her package was packed and ready to ship but after we sent that email, we quickly learned that before we could get a response (which we have not to this date 11/8/22, still not received any further communication from her) that she was bashing the business on social media and etc. We were going to offer a refund and still send the items but we chose to cancel and issue a full refund. That was done on the same day (Saturday 11/5/2022)

  IMG_0088.PNG - Screen shot of the email explaining the delay and that we could continue to ship or give a refund. We waited on a response until I learned of her bashing the business and still never responded back, so we canceled the order and issued a full refund. 

  IMG_0089.PNG and IMG0090.PNG are screen shots of the order that was canceled and where you can see that a refund was issued. This is one that does not show up right away as with any refund, it could take 3-5 business days for the funds to appear on the payment method used. 

  If you should have any further questions, I encourage you to reach out to us via email at info@kccandlecompany.com

  Respectfully

  Mr. Stacy P*****

  Owner - KCCandleCompany.com 

  1042 Graysville Road, Suite 1

  Chattanooga, TN 37421

  ************ Mobile

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