Virginia Candle Company

Review: During the week of May 15th my wife contacted Virginia Candle Company in regards to a Wood Wick Candle issue. The candle that we own is discolored and we were seeking a replacement. The first representative told us to send them pictures and they would email us a code for a replacement candle. We emailed the photos immediately, they were reviewed while we were on the phone, and the rep told us that a code to order a replacement would be sent to my wife email shortly. We did not receive the code and called back the next day and spoke to customer service again. Once again we were told that a code would be sent out and they re-verified our email address. We waited one day and yet again no code so we called back now a third time. This time we were told by the rep that they were not clear about why we had not received a code and that we would be guaranteed a call back by the close of business that day. No call was received so we waited through the weekend and contacted the company again today, May 23. Today we were told that our claim was denied and they had decided that they do not cover cosmetic defects. We explained that we had already been promised a code for replacement and that we were not aware of any review being needed. The rep was apologetic but told us that the company would not honor the candles integrity.Desired Settlement: We were told we were being issued a replacement code for an online purchase on three separate occasions. We would like the company to honor their word and provide us with such code.

Business

Response:

This individual made contact with Virginia Gift Brands on 05/17/2016. Photos were sent to our Customer Service inbox. On 05/18/2016 internal review began on this claim. The candle had never been burned and discoloration was the concern expressed from this individual. The visual appearance of Woodwick candles can change depending on its environment, direct sunlight or in-store lighting in particular. A change in color has zero impact on the fragrancing or burn characteristics of the candle. Since this individual is not a customer of Virginia Gift Brands subject to our return policy but a consumer that had not to our knowledge attempted a return within policy from the location where the candle was purchased, we offered to replace the candle if the customer returned the candle to Virginia Gift Brands. Customer Service discussed this with the customer on 05/23/2016 and confirmed the customers understanding of what needed to be done for a replacement code to be provided. To our knowledge, this candle has never been returned and therefore a code has never been issued. We remain willing to resolve this matter with the customer by issuing a replacement code if they can provide tracking information for the returned candle. Thank you!