ComplaintsforDW Home Candles

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of order: 8.22.24 Amount of order: ***** I ordered 5 products. Two were received unfavorable. One of the lotions cap was broken and the room spray was leaking (the bottle was all wet), and the bottle is about 4/5's full. I wrote to the company and sent photos. I assumed they would credit me for these two items and offer to resend them. Instead, the wrote back and said the would give me 20% of the lotion and that the room spray just comes that way - partially full. I have order over $400 worth of products from this company in the last four years. This is the first time product has come damaged. I was very disappointed in their response. The lotion was a gift and I cannot give it because the cap is broken. The room spray was a gift and I would be embarrassed to now give it because it looks like it has been used. So I'm out $12 for the lotion (minus the 20% refund), and the $14.40 for the room spray. Obviously this is not a significant amount of money but again, I'm surprised by the lack of customer service and standing behind their products and shipping. I shop a lot and if and when there are issues with products I find most companies to be very customer oriented. The exception is with airlines, and unfortunately I feel like DW Home is operating like an airline.

  Business response

  09/06/2024

  Hi ****, 

  We are so sorry for the way your products were received.

  It looks like we have responded to your initial complaint with a refund for these products. You should have received a confirmatiom email with your refund amount. 

  Please let us know if you have any additional questions. 

   

  Thank you!

  ********

  Customer response

  09/10/2024

   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.

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to place an order for candles but could not. There was no customer service phone number to help me, and I feel like the glitch with their site is intentional. I was going to spend about $300. See screenshots. I would add a candle to my cart, and would go to check out and the quanity of candles kept changing from 1 to 24 candles, 18 candles, at one point one of the candles changed to 48 candles! Every time I would go to my cart, the numbers would change. There is no way to speak to a human being. But from the other BBB complaints, it seems like this is typical low morale for this company.

  Business response

  12/18/2023

  Hi ********, 

  We are so sorry you were experiencing this on our site. Our web team was working to fix this issue and since then has been fixed. You can now shop our site and should not have no issued with checkout or with editing your cart. Again, we are so sorry for the inconvenience and that you had this experience shoppig on our site. 

  Please let us know if you have any additional questions.

   

  Thank you!

  DW Home

  Customer response

  12/19/2023

   I am rejecting this response because:
  
  Thank you for fixing the technical issues.

  But it appears that you have ended the sale (buy 3, get 1 free), which I was not able to shop due to the technical issues with your website. There was no way to call anyone about this which was frustrating and inconvenient. 

  Are you going to honor the sale for my purchase? If so, how would we go about doing that?

  Also, how long does it take to recieve an order, once an order is placed?  

  Business response

  12/20/2023

  One again, we are so sorry you had this expereience shopping on our site. Yes, we are honoring the sale for any customers who wrote into our email experiencing website issues. Please email us at *************************** with your order number so we can refund you for the promotion you would have received as there was no code for this promotion. 

  Please let us know if you have any additional questions. 

  Thank you!

   

  Customer response

  12/21/2023

  Hello,

  Thank you for helping administer a refund. Below is my order number:

  #******

  (I placed a second order as well, but decided to use my welcome code for that one.)

  Please let me know when the refund has been completed, and whether it will inititate an email confirmation.

  Best regards,
  ********

   

  
  

• Initial Complaint

  12/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased $240 worth of candles on 11/29/2023. A partial shipment arrived to me on 12/8//2023, and one of my candles came shattered with glass everywhere. I immediately emailed the company, and I have yet to receive a response. I am seeking a refund for this damaged candle.

  Business response

  12/12/2023

  Hi ******, 

  Thanks for reaching out!

  We are so sorry your candle arrived damaged. It looks like your initial request was received on Friday, December 8th and a second response on Saturday, December 9th. Please note, our team is available Monday - Friday and gets to inquiries as soon as possible. lt looks like our team responded Monday, December 11th. Per our return policy, we offer refunds for any items damaged during the shipping process. I have refunded you for the damaged item(s) and your refund will process within 3-5 business days.

  You should be reeciving a confirmation email of your refund shortly. 

  Thank you!

  DW Home

  Customer response

  12/12/2023

   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.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  THE CANDLE EXPLODED AFTER ONE HOUR!!! Burnt myself badly when I tried to pick up a shard, which was burning my rug which could have started a fire. It was on the table and could have exploded in my face. As it is, my fingers are burnt and I cannot type, which means I cannot work. The website does not offer customer service option so I have no choice but to come here to notify the company. Someone else or a child could be badly burnt.I would like to hear from the company so I don't have to take this case further.

  Business response

  08/31/2023

  Hi there!
  We are so sorry youve had this experience with your candle as this is not a common occurrence. Weve gone ahead and sent you an email to investigate this incident thoroughly. Please look out for an email from our team at **************************** Again, we are so sorry youve had to deal with this. 

  Customer response

  09/01/2023

   I am rejecting this response because: I received a completely inappropriate email from the company. Their candle exploded in my apartment. This could have been a lot worse if it was my face, or a small child at the kitchen table where the candle was lit. If the company needs to qualify the circumstances by which they deem it acceptable to complain about one of their candles exploding, Id say they have a problem.
  
  
  

  Business response

  09/05/2023

  Hi Elle,
  We are doing our best to handle your claim and do not find your complaint unacceptable. However, please note, in order to move forward and open a claim with our claims department, our insurance does require us to collect and submit thorough details of the incident for further investigation. Ive attached the most recent email we sent.
  

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for 9 candles from DW Home website. They were 4 Smoked Birch, 2 Hickory Clove, and 3 Smoked Birchwood. 1 out of 3 Smoked Birchwood arrived damaged with a cracked glass. The Smoked Birch candles had nearly non existent scent unburned. I burned one, and it just smelled of burning wax. A truly awful plain wax burn smell. There was no fragrance at all. The Hickory Clove had a light scent whilst cold, but again, I only burned one, and it smelled of that awful burning wax same as the smoked birch. Both candles had zero fragrance. I have purchased several times from DW in the past, and the candles always had a very strong fragrance. This was clearly a bad, defective batch. I contacted customer service twice. Both times they told me I had to return the candles on my own dime. Both times they didn't even address the candle that arrived broken. I was not offered any replacement or refund for shattered glass candle, even after I sent them photos. These candles are in glass containers. It is not cheap to ship this many candles of such a weight. They send defective merchandise, and expect the customer to pay to return the faulty goods back to them. It's bad business practice.

  Business response

  01/17/2023

  Hello, 

  
  

  We've responded to this customers email with candle care tips to help educate the customer on best burning times so the fragrance oil has enough time to heat as well as prevention of candle tunneling. We also let the customer know per our return policy, that any unwanted and unburned items can be returned for full refund of the products. Also, per our return policy, we've let the customer know that we offer refunds for any items damaged during the shipping process, but the customer was not happy with any resolution that was given. 

  Please let us know if there are any additional questions. 

  
  

  Thank you!

  Customer response

  01/18/2023

   I am rejecting this response because:
   

  
  

  I was never offered a refund for the one damaged candle. I never received a refund for it. 

  
  

  As for the other candles, theu have no fragrance. If I try burning them, then the company states I can't return them. The two that I burned were clearly defective. Why would I risk burning the others, and have the company then tell me that they are non returnable? It was clearly a bad batch. As the customer, I shouldn't have to pay excessive shipping to return a defective item that was sent to me  
  
  

  Business response

  01/18/2023

  Hello!

  We are so sorry you did not have a great experience with our candles! We have processed the refund for damaged items per our Return Policy. Also, as a courtesy, a refund will be issued for the already burned items. Any unburned items can be returned to DW Home and a full refund per our Return Policy. Thank you!

• Initial Complaint

  12/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased an order on 12/1/22 for $118.70 worth of candles. I only received half of my order. I reached out to customer service on 12/19/22 via email asking when the other half will be shipped out, as I ordered the candles for Christmas gifts. I received a response saying that they would reach out to the shipping department and update me, but I haven't heard back from them in 3 days. I understand that online shopping is busier during the holiday season, but it's very frustrating to have not yet received the rest of my order on time and be left with little to no information on when I should expect them to ship... I can't complain about the candle scents though. The ones I received are lovely. I just wish I could have gotten the other half of my shipment on time; as a result I had to buy new gifts in their place. At this point I would just like to be refunded for the candles I haven't received.

  Business response

  12/27/2022

  Good morning,

  
  

  I'm showing this package started moving on the 22nd of December and is currently at your local USPS distribution hub. This package should be delivered either today or tomorrow based off the tracking link listed below.

  
  

  *************************487*********767

• Initial Complaint

  12/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with DW Home on 12/14 for 2 candles at the price of $35.91. They sent me a shipping notification on 12/15 yet when I track it, it still says it was never dropped off at the post office. All they did was print a label and it is still sitting at their warehouse. I've tried contacting them and received no response. I want my money back now! I will never order from them again. Order number is #483049. If I don't get my money back, I'll be filing a legal claim!

  Business response

  12/27/2022

  Good morning,

  
  

  We're showing this package was delivered as of Dec. 23rd. Please attached screenshot of order showing delivery as well as the tracking link listed below as well. Thank you. 

  
  

  *************************59*********7557

  Customer response

  12/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18**5402, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for one candle on 11/25/22, the tracking number just shows that it’s sitting in California. I have contacted the business on multiple occasions with no avail, they haven’t responded to any of the emails I have sent, it’s about to be a month and no product from them, what kind of business does something like this? At this point I don’t even want the candle anymore, give me my money. I will never buy from this company again.

  Business response

  12/02/2022

  Good morning,

  
  

  We apologize for the delay but it appears this package was never scanned into our local USPS hub.  I've notified the fulfillment team and this order was been canceled and the money was refunded on December 1st. Please allow 2-3 business days for the money to clear back into your account. 

  
  

  
  

  Customer response

  12/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 184***95, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #469636 The package was never delivered and according to the Plainfield post office the package never arrived from the Fox valley distribution center. I’ve explained this to DW customer service via email several times and haven’t a received a response Called the customer service number and was Hung up on in the the middle of my explanation. Please refund me my $86.06 money as you can tell via tracking the package never arrived. This is an unacceptable way to treat your customers and after reading other customers complaints it appears getting refunds is a common issue. This is not fair to the customer! I paid for your products and never received it. Please refund me my money I’m going to continue to contact your company until this matter is resolved!

  Business response

  12/05/2022

  My apologies for overlooking this complaint. It appears the refund was issued on Nov. 30th and the customer should have already received the funds in their bank account. Please see attached screenshot of refund as well. 

  Customer response

  12/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 184***73, and find that this resolution is satisfactory to me.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased multiple candles from DW Home Candles on August 27, 2022. My order number is ******. According to the tracking, this order was DELIVERED; however, the packages are NOWHERE to be found on my property, so they were CLEARLY delivered to the incorrect address and I did NOT receive my order. I contacted DW via email requesting a refund and they REFUSE to refund my hard-earned money that I paid for an order THAT I NEVER RECEIVED. This is ENTIRELY unacceptable and no way to treat a customer. In fact, this is a horrible business practice. I am NOT going to throw money away on an order that I never received, so I am demanding a FULL AND IMMEDIATE REFUND on this order. Otherwise, I will be reporting DW to my bank as well as the attorney general's office in my state.

  Business response

  09/12/2022

  I'm showing both of the packages were delivered to the address you have on file. The first package was delivered on September 3rd and the second package was delivered September 6th. Both of the tracking links are pasted below to show delivery. I've also included the postage that was used to send these packages to show where the packages were sent to. 

  
  

  https://too**************************mAction_in**************************************36***

  https://too**************************mAction_in**************************************36***

*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. ↩