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Business Profile

Wholesale Candles

Mole Hollow Candles Ltd

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:06/10/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    ORDER #***** I purchased 4 x 3"x6" candles on March 17th, 2024 for $80.I purchased the candles on the promise that the 100% braided wick would not cause smoke and that the candle would burn evenly. I always trimmed wick before lighting as recommended, yet the candles billowed black smoke and eventually the wick would not light because it burned too short to relight. The first candle basically melted everywhere once it got down to about 4 inches. This large blob of wax had to be dug out of the bottom of hurricane glass. There is still residue that has to be removed and hopefully not scratch the fine glass. The second one lost the wick completely after only a few burnings. The advertising claims the candles have a textured finish and are poured twice to eliminate gaps and bubbles, implying that the foundation and structure of the candle will be solid. These start dripping down the sides and folding inwards after a couple of burnings. I feel like these were a complete waste of money. I purchased a $4 target candle that is holding up better. So, I am not sure what is the problem with these Mole Hollow ones. I reached out to the company by email two times with photos, requesting help. Once on May 22nd, 2024, and once on May 27th, 2024. I have received no response to either complaint. I am unable to leave feed back. There are no returns allowed according to website. I now have two $20 candles I cannot use. If the argument will be that I didn't burn the candles properly, which cannot be proven either way, why not answer my appeal for help. It is quite appalling that a company which promises such a great product and reputation doesn't even answer emails. This is unheard of for a reputable online company. It indicates a poor quality business ethic. I am requesting a $40 refund for the two unusable, unused candles and will, in fairness, absorb the cost of the other two. I am requesting that Mole Hollow cover the return shipping. Thank you, ****

Mole Hollow Candles Ltd is NOT a BBB Accredited Business.

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