Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the second week of October 2023, I returned two, unscented, beeswax, pillar candles (w Featherfields' price tags still affixed to the bases of each). I explained to two mature ladies; employees, that the items had been used only once but that the odour when blown out was overwhelming, chemical, noxious, irritating to eyes/nose and permeated my entire one floor/open concept home. I left the candles with the understanding that after consulting with the store owner, *****************************, I would be informed regarding remedy/refund/result. After hearing nothing from anyone associated with the store, I called back/left a voicemail once in November and early December. During the second week of December, ******************** returned my call. With an abrupt and defensive tone/approach, She explained that she had used my candles in her own home without incident, that they were unscented, that there was nothing wrong with the product, that she was too busy with holiday business to deal with this, that she "didn't want to argue" with me, that I was being difficult and made other other unhelpful, unpleasant insinuations. Having been a loyal customer for nearly 30 years, since the former owner opened the establishment, I was astounded. About one month ago, in exasperation, I left a voice mail expressing my frustration. I mentioned feeling disrespected/maligned, my concerns ignored/delayed. I have been civil, appropriate and respectful in every instance. At no time have I raised my voice, spoken unpleasantly nor made accusations of any kind. It has now been 6 months, without resolution, nor indication that ******************** has any interest/intention regarding moving forward in that direction. The assistance and support of BBB is requested please, in drawing this unfortunate situation to a fair and reasonable conclusion. Although the cost of the two candles was very slightly under $100, it is not only that loss that I find shatteringly unfair and deeply distressing. Thank you. JT

  Business Response

  Date: 25/04/2024

  In December of 2023 I spoke to ******************** over the phone, at which time she explained that she had returned two pillar candles to my ********* store.   ******************** mentioned to my staff, as well as myself, that she did not expect a refund or replacement as the products were only used a year after she purchased them.  Being a small, independent business, I explained to her that between the purchase date and when she burnt the candles I cannot confirm that something did not get on them, etc. causing the scent she spoke of.  The products are all natural, unscented, and actually help to purify the air.  To see for myself, my staff and I lit her returned candles, and ensured there was absolutely no scent, even upon extinguishing them.
  
  ********************** failure to mention to the BBB that these products were purchased over a year prior to their use, is extremely misleading, and she agreed with me more than once that she understood being a small business, we cannot return used products, or products past our 30 day return policy.
  
  Her rendition of our conversation is exceptionally disheartening,  as when I called her just before Christmas, we spent the first half of the 30 minute call talking about her loyalty to the store, the upcoming holidays, as well as even my family.  She was pleased with how we dealt with her for a previous item she had an issue with earlier in 2023, as she was offered a full refund, and we let her keep the item rather than returning it.  She was personable and friendly, as was I, until we could not come to an agreement regarding the candles.
  
  After 25 minutes on the phone had passed, I politely and firmly told her we could not continue to go in circles, as she was adamant I did not need to refund her, but the company itself should send her new product, or do something.  I told her I would keep the used candles if she did not want them back, and that we could talk in the Spring when I placed a new order with the company itself.  I explained how small businesses work, and unlike a big box store we cannot replace items that are old and not defective.  We could not seem to find a solution, so I told her I had to go and we could talk in the spring.
  
  ******************** has called my ********* store on multiple occasions since then, speaking with my staff and letting them know she did not want to deal with me personally, in which they told her there is clearly nothing they can do, and the owner would have to be the one to offer a replacement or refund after this long.
  
  Featherfields has always replaced or refunded any defective products, even if it is at our own cost.  Over the past ******************************************************* putting the customer first.  ******************** knows this as she has been a customer for many of these years, and has been pleased with our customer service in the past.
  
  ******************** will receive a set of replacement candles in the mail next week to replace those she returned to Featherfields. We sincerely hope this settles matters and she can enjoy the product as much as we do.
  
  

  Customer Answer

  Date: 29/04/2024

   
  Complaint: 21561531
  
  I am rejecting this response because:

  I have lost faith in ******************** and her products. I no longer trust either.
  
  Sincerely,
  
  *****************************