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Business Profile

Online Retailer

Window Candles, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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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Complaint status

Complaint type

  • Initial Complaint

    Date:12/01/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    Timeline of Events:-Ordered $67.52 in candles and bulbs on 11/11/2023. -Notified on 11/14/2023 that shipping manager out due to sickness and may be delay in shipping. I emailed back no problem and asked for an eta. Received reply that product to be fulfilled and end of the week.-By 11/24/2023, no response and emailed back. Received response with **** tracking that order in facility as of 11/20/2023. -Emailed back 11/30/2023 requesting update as I ordered on 11/11/2023. Also notified that if this cannot be fulfilled I would like a refund. Owner ***** ******** replied putting the responsibility on me tracking down the order to contacting **** and that refund not possible In summary, business caused delay as admitted by their email. Ships late and now faces delivery issues and puts the **** on me, refusing to refund a product they are unable to fulfill. Email chain attached for confirmation Would ideally like them to fulfill their promise and have the product delivered. However, if they are unable to do so requesting refund

    Business Response

    Date: 12/01/2023



    Dear *******,

    We sincerely apologize for the inconvenience you've experienced with your order's shipping. We understand how disappointing delays can be and appreciate your patience in this matter.

    Regarding the shipping update, we've faced unexpected challenges with our courier services, which have unfortunately affected your order. We're actively working to resolve this as swiftly as possible.

    We also want to clarify our process concerning refunds and cancellations. Once a claim is filed with a credit card company, our system, as governed by *******'s policies, restricts us from processing refunds or new orders. This policy is in place to ensure the security and integrity of transactions for both our customers and our business.

    We encourage our customers to contact the courier directly for the most efficient resolution in such cases. However, we understand this can be an added inconvenience. Our team is more than willing to assist further and explore alternative solutions.

    WindowCandles, LLC

    Customer Answer

    Date: 12/01/2023

    Unsure if business intent is genuine. They are contacting me same day outside of the BBB platform reinforcing their prior communication. See attachment for details

    Business Response

    Date: 12/01/2023

    Hello,

    We are physically unable to refund the customer now, as they have started a credit card claim before even waiting for the order to arrive. Very impatient. ******* does not allow us to refund customers when they file a credit card claim. The customer has been banned from our store as we believe this order to be fraudulent. They provided their shipping name as Me as the first name and Me as the last name, which is typical with fraudulent orders. We request this to be removed. Thank you.

     

    ***** ********, CEO

    **********

Window Candles, LLC is NOT a BBB Accredited Business.

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