ComplaintsforSurf's Up Candle

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased product for the first time from this company and they are a complete scam and they are not willing to stand behind their product or customer satisfaction. I placed my order on 10/4 and did not receive them until 10/18, and on top of that, the candles do not smell at all. When I spend good money on a product, I expect the quality and service to be above average at the very least.

  Business response

  08/22/2024

  This product was purchased by the customer in question during a time that our business was recovering from major flooding within our warehouse. This prompted delays within our processing time which affected some orders causing them to be processed outside of our 3 - 5 business day processing time. This was not one of those orders, this order was processed through on the 5th business day  and then subsequently shipped out. We unfortunately have no control over the amount of time orders take to go from our warehouse to the shipping address and in this case the order was shipping from our warehouse in ********** all the way across the country to *******. The customer then claimed that all of the *********************** did not smell and they wanted a complete refund. We then informed the customer that we do not offer cash refunds, but they were more than welcome to ship the product back to us and we would issue a store credit for the amount spent on the product which is outlined within our terms and conditions which they were directed towards. The customer was not a fan of this resolution and then insulted the business and claimed that we were a "scam" because we would not refund the money in question and then promptly took the matter to ****** reviews and then subsequently filed a complaint with the BBB because they were not a fan of the scent of the candle. We always stand behind all of our products and unfortunately, scent is a very subjective matter and what smells fantastic to one person may smell horrendous to the next person. The customer in this case purchased two very popular scents that are known for their distinct aroma and then subsequently claimed that they all have no smell whatsoever. At the end of the day we are a small business and we stand behind our products, and in this case it would have been impossible for all of the products to contain "zero smell whatsoever"

   

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