Misty B. on BirdEye
3 years ago
10/20/2018, 14:33 PM
DO NOT SPEND YOUR MONEY AND ASSIST A RUDE COMPANY WHO CARES LESS ABOUT THE QUALITY OF WHAT THEY SELL/WHAT YOU'VE RECEIVED, OR CUSTOMER SERVICE TOWARD A NEW CUSTOMER.
(Tyler Wax Melts: Case of 14: Warm Sugar Cookie)
10-20-18 I received my order as noted above today.
I gleefully put them in my wax cups around our small apt and now still an hour later= ZERO THROW.
Bummed out, I decided to call the company since I am a new customer and spoke to a "Frank" who (after I asked his role since his snarky customer service, or lack thereof was incredulous) identified that he and his wife own the company.
I explained the situation.
I buy the Tyler Sugar Cookie 22 oz candle all of the time, not from them, as I stated, this is my 1st order and last with Courtney's Candles.
Receiving the wax melts is something I highly anticipated.
Frank was snarky, took no customer service initiative or accountability to resolve my disappointment in the product, vehemently stating that he sells these all of the time, to exchange the product or come up with a resolution. I explained that this candle is my favorite on earth and the wax melts smell nothing like them and hovered my nose above the warmers to describe the scent since there's no throw and he said if I sent them back on my dime he'd partially credit me for what I didn't use and gave me Tyler's number TO TAKE IT UP WITH THEM!
I literally have to hover my nose over the melts to smell anything and doubt these are not old stock, perhaps, as they're white and have zero throw and do not smell like the sugar cookie, moreso like a plastic and faint cookie smell.
I asked if he's a distributor and he said he is so perhaps Tyler can replace these or swap the remainder out for the 22 oz candle.
If not, Frank doesn't win as I will take this up with my bank.
I'm stunned and annoyed as I could hear where someone in the background was overhearing the interchange between Frank and I and he enjoyed coming off rude.
Here in New Jersey, we don't accept that type of rude behavior when we spend money and we let our banks fight for our money when something is not up to par if we try to resolve the issue first.
At minimum as a customer service crash-course Frank: You should have stood by the integrity of your company's name which there's obviously not any, have emailed a return label and refunded me or offered upon receipt of the remaining melts, a credit toward a 22 oz candle but customer retention apparently does not matter to you. YOUR loss since I buy 2-3, 22 oz. candles a week.