ComplaintsforM.A.D Candle Co.

• Initial Complaint

  01/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on December 27, 2023 and received an email confirmation of my order. I got a processing order email on December 29th stating I will receive an email when it's shipped. That email did not come until January 4th with a tracking number. So when it did not arrive within a week after the 4th I tried the tracking number which came up invalid! I reached out to the company requesting info on the status of the order and have not heard anything from anyone, no email or phone call. I reached out again via email and it's no response from the company. I would like to receive a refund immediately and I have learned my ****** to read reviews before placing an order, trying to support small businesses, this company makes you a bit easy to do unfortunately. A simple phone call or email response from this company would be nice as well. I am a very understanding person but this was my first order with them and it is unacceptable to take customers money without even trying to fulfill an order. This behavior is criminal, specifically theft and fraud.

  Business response

  01/23/2024

  Hi ****,
  
  
  I was just informed that you filed a BBB complaint on your $75 tin candle order when we have been in full communication with you on your order and on January 15th emailed you the below email with the screenshot of your tracking details on ***** website showing a shipping exception which was out of our hands and asked if you would like a refund or a replacement order, and we are still awaiting a response, so we apologize if you did not receive the below email, but we have been in communication with you and not sure why you have escalated this to slanderous words of criminal and fraud!!! Im shocked and would really appreciate to resolve this matter in a respectable and professional way with you, so if you could just please let us know how we can make this right we are more than happy to do so with a refund or replacement order.  I look forward to hearing back from you and hope we can both resolve this issue in both of our favors!
  
  
  Sincerely,
  
  
  ******

  Customer response

  02/14/2024

  The company reached out and rectified the situation and I received an upgraded order in a timely fashion with sufficient tracking and follow up.  I am happy with theoutcome.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Order 1/29/22 36 candles @ $10 each tax and free shipping $360 Total Shipping notice 2/8 2/21 no movement on tracking number 3/10 still Texas and missed my fundraiser deadline, requested refund 3-5 business days to issue refund 3/20 called regarding refund for second time I was told the refund was issued and to check with my bank which I, of course, did several times. I was then sent a follow up email there was a glitch in processing and it would be easier to handle this with my financial institution by disputing the charge. I have been in the hospital and I don't have the time or energy to go thru this again because I still have no refund and the candles have never been delivered and my fundraiser for a dear friend lost money. I just want my refund. The order ******* placed on 1/29/22 processed payment same day thru *********************** I have not one time spoken to a human when calling the customer service number.

  Business response

  02/14/2024

  Have been in communication with customer since initial complaint and shipped a replacement order for loads package by ***** during the Jan winter storms so upgraded candles to the customer who was happy with the resolution and received the replacement order via **** 92055903332000300040414760 

  **** expressed and seen in screenshot she would take down the review once candles were received and have reached out to her for this resolution. 

• Initial Complaint

  02/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered 204 candles and received only 108. Of the 108, 36 candles missing lids. Emailed the company numerous times and never received a reply except to reship lids out in morning. I have not heard anything about my missing 108 candles and lids. I needed these candles for an event. The company is not responding nor has a phone that works. This has happened before to me with this company and I will no longer do business with them again. No customer service, no phone number ! Frustrating

• Initial Complaint

  01/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Order #XXXXXX Placed order 01/09/22 Have tried to check status of order on their website but it doesn't work. Have tried to email three times but emails bounce back. Requested a proof of the design of custom label before production. Got no acknowledgement. Have never received product. Would like a refund at this point.

*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. ↩