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Reviews Waxmelters

Waxmelters Reviews (12)

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I will not accept their response until I have been refundedI spoke with my credit card company and a refund can go on the old card Thank you In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Please be advised we reached an amicable resolution Attached is [redacted] ***'s exchange form in which we are replacing his system with a more expensive unit at no additional charge The new unit is scheduled to arrive Monday, July **, It shipped fedex : tracking# [redacted] Thank you for your assitance and good luck to Ben with his new unit

*** *** claims the custom equipment he ordered was less than the price listed on the website and that he did not even receive the right custom equipment. When he was referred to the website regarding
the price and asked to send us a photo the equipment to verify if there was an error, *** *** refused and instead filed this complaint. It is my hope that with some clarification and by providing some options that we can resolve this matter amicably with *** ***. *** *** purchased an EZ-Mix which costs $on the website and he ordered it with a custom blade which was supposed to be an additional $(total of $495), plus shipping of $for a grand total of $(see attached). There has never been a price of $for this or any other mixer at any time, much less for a custom unit.
Prior to placing his order, *** *** mentioned to Dani that he had wanted to mount this mixer to his existing lexan (a form of light plastic) lid. He was told that it would not work because the motor is too heavy for that type of lid. Plus, that lid (plastic lid; not metal) is close to a decade old and it would never be advisable to mount a motor that spins on a something plastic like that. Our lids are only made of stainless steel at this point. He was told that if he needs a lid mounted unit, then he needed to purchase the lid mounted mixer (EZ-Mix350) which comes with a stainless steel hinged lid for $(see attached). At that point he said he would just hold it by hand and use it by hand since it has handle-grips and is meant to be handheldThe reason he has never seen ONE of the blades he received (he did receive TWO blades) is because it was a custom made stainless steel paddle type blade which is suited for potpourri as well as candle wax(see attached).
Unfortunately, Dani made a mathematical error and subtracted the customized blade price of $from the $price for a total of $plus $for shipping, which is the receipt *** *** received and why he was charged $(see attached)I noticed the error and informed Dani of her mistake and she contacted *** *** with options: 1) We would cancel his order and give him a full refund or 2) He would have to pay the difference of $for a total of $+ $shipping of $and we would take care of the customization of the shaft for free and waive the $charge. He agreed to the additional charge and for keeping his order, Dani offered to provide him with a standard wax mixing shaft as well at no additional charge. This is the reason *** *** received shafts for his mixer rather than one shaft.
Further, any time someone orders a Custom unit (in this case an ez-mix with a custom blade), they are made aware on the website and verbally that there are no refunds for custom orders. Once we fabricate and cut, weld, polish something for a customer’s needs, it cannot be returned since it cannot be resold. All stores and even places like *** *** *** ***, etc… if you ask them to cut electrical wire or wood or order custom cut cabinets, then they have the same exact policyHence, *** *** agreed upon the final price, final product and no refund policy and was absolutely fine with it, otherwise, he would not have placed the order or at least have canceled the order two timesAfter *** *** received his unit, he spoke with Dani several times, as well as Anthony, Justin and Rosanna about this situation. *** *** claimed he only received the regular shaft and then he said he received the two shafts but none of them were 22”. Dani told him that she would have to check with the warehouse to see how it could be possible that he did not receive any shaft when it was a custom order. The shaft is a two part piece and once assembled does reach the specific length (see attached). Once Dani found out that it was sent, Dani told him she would speak with accounting and get back to him on Monday, February **, 2016. Dani is located in Seattle Washington so she is on Pacific Standard Time so her Monday morning is not 9am Eastern Standard Time
Regarding the possible 25% restocking fee, that prior Friday, *** *** was told by Justin that if we received another order for a custom mixing blade, even a shorter one which we could shorten his blade, weld and customize it for someone else, we could do some sort of restocking fee of about 25% which would cover the labor and materials involved to modify his initial blade and then to do it again for someone else, but he would have to check with Accounting to see if that was possible since custom orders are not refundable and he did not know if we had any potential ordersThat Monday, February **, 2016, as promised, he was contacted by Rosanna in accounting. She discussed the matter with *** *** and told him if the shaft with the chuck did not measure 22”, he could send a photo of it and we would correct the error but he refused. He said he just wanted a refund and was not going to send a photo of the blade Unfortunately, he ordered a custom piece of equipment and knew the terms which as was discussed is not returnable.
Therefore, *** *** ordered a custom unit, agreed to the price and terms TWO times and received what he ordered. If there was any order discrepancy regarding the blades, we have already told him to verify with a photo for us but has refused and instead had filed this complaint seeking a refund.
Also, if he really needs the lid mount, he can order what he really needed which is the lid mounted mixer. We already made an error and did not bill him for customization so if he pays the difference in price and sends us the mixer, we will waive any fees and use his motor and blade assembly to mount with a stainless steel hinged lid. If he does not need the hinged aspect, we can reduce the price. If we can provide him with galvanized instead of stainless steel we can again further reduce it. We would waive any of the customization fees for both of the blades and shipping on sending out a new unitUltimately, *** *** is an existing customer and we want to assist him as much as possible and hope that these options are acceptable to him

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
I have attached a copy of a receipt from today's (3-**/ Monday) *** store that will show the tracking number of the returned items along with the date (3-** / Thursday ) the package will return to Wax Melter's officeI agree to send back the mixer along with the (2) blades for a (minus) $ restock fee and Having the remanding balance $400.00 crediting the credit card that was use during this transactionThere were two charges on my credit card first 02/**/$and second 02/**/$I would appreciate if the agreed $be returned within hours of receiving the returned productThis has been a long drawn process and would like to resolve this issue by end of the week, (3-** /Friday)
Thank You for your assistance with clearing up this matter
*** & *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Thank you for helping resolve this issueWe did receive a new productIs there a place I can leave a comment that we received it or will you closing the case suffice?
Thanks again
Sincerely,
*** ***

Please be advised we reached an amicable resolution.
Attached is [redacted]'s exchange form in which we are replacing his system with a more expensive unit at no additional charge.
The new unit is scheduled to arrive Monday, July **, 2014.
It shipped fedex : tracking# [redacted]
Thank you for your assitance and good luck to Ben with his new unit.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
I will not accept their response until I have been refunded. I spoke with my credit card company and a refund can go on the old card.
Thank you 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

On 02/**/2016 at 01:47 pm I was on the phone with Dani while at same time waxmelter's website was opened to the EZ-Mix Agitator Blender Mixer page showing for $355. The web-page only showed one type of blade not the two kinds of blades that I received. It did not even mention about custom made blades or anything custom After talking with Dani about the depth of my tank 24", I  specifically ordered a 22" long haft for my mixing blade. Again, I stated that under order comments on my receipt that was emailed to me just a few minutes after I ended the phone call with Dani. By viewing my pictures of the blade #2 length,  blade #2 shaft length  and  blade #2 with chuck will show the total length. I didn't ask for a shaft of 20" plus 4" chuck that ends up - the 22' running - into the mixer. I thought by explaining what I wanted would be simple enough. As for the pricing that was on the website (02/**/2016) $355. , I would of called Dani back right away if there was a different amount showed on my receipt verse the website that I received that same day. I know what I saw and can prove the amount with a receipt.  If you need more pictures I would gladly forward them unlike what was stated before by Rosanna. To resolve this problem and move forward I would like to return everything back to Waxmelter (both blades and mixer) and pay for shipping. In return Waxmelter  refunds $400. to me and keep $70.00 (for the custom blade) with no restock charge,( total was $470.00)  If you would consider that then I would consider still purchasing product from waxmelter in the near future. I will be needing to add another bigger melting tank soon.  Reason for this decision: 1. confusion of the dollar amount of the purchase vs what shows on the receipt. 2. Never mentioned on phone or website about "custom blade for $70.00", 3. website does not display on website what your true purchase is or looks like - 1 or 2 blades? 4. Just like [redacted] example: you ask for 22" long , 22"gets cut and you pay for it, not adding things together to achieve a total of 22" length -how sad is that 5.Never mentioning about no refunds, nothing was ever mentioned, only time I heard that was from Rosanna yelling before hanging up the phone on me  and I'm a repeat customer 6. Blaming your employee about company website mistakes and office accounting mistakes - take ownership my receipt shows a different price amount.
Thanks for your time,
[redacted]
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] purchased this mixer because he has a need and presumably he still has the same need.  The custom shaft requires a special chuck to mount to the motor and functions most like a drill bit.  Realistically, what good would a 22” shaft be if it could not attach to the motor or became longer as a result of the chuck?  That would be a problem.
It seems the main issue here is that it is too heavy to mount on his lid which is plastic and would be unsafe to mount as well.
I mentioned in the prior email that what would have best fulfilled [redacted]’s needs would have been the stainless steel hinged lid mixer for $895 and I mentioned we could give him a partial credit towards it.
We are willing to accept his return minus $70 as a restocking fee for the customized shaft and provide a refund for the remainder.
However, we have given this some thought and in the interests of resolving this amicably and satisfying [redacted]'s need for a lid mounted mixer, if he sends us back his existing mixer and blades at his cost, we will use it to provide him with the stainless steel hinged lid at no additional charge. 
Therefore in either case, he can send us back the mixer and both blades.
If he wants a refund minus the $70 restocking fee then let us know and it will be provided once we receive the mixer and blades.
Otherwise, we could use it to send him a brand new stainless steel hinged lid mixer that would have been $895 plus shipping at no additional charge.  The only thing we would need to know is the inner and outer diameter of his melter since most of our melters are square and the diameter of some of our melters have changed over the years, so I would want to make sure the lid would be the appropriate diameter.
Please let us know your decision and we look forward to resolving this matter.

I was sorry to learn of [redacted]'s difficulty with his non wax application.
I spoke with him at some point after his purchase and explained to him that his ingredients require mixing, whether he was making
gravy on the stove or using our melter.  I recommended a...

mixer and filter to prevent these clumps of unmixed cornstarch from entering the filler.
He said we would try to make his own mixer or have someone do it but did not want to purchase a mixer.
At some point thereafter, he sent the unit in for evaluation and it was received damaged.  We ship the unit in a 30x30x8 box and it was returned in something about as wide as a shoe box and all broken.   We know from experience you cannot file a claim for something that was improperly packaged and damaged in the packing.
At that point, I was away for almost 3 weeks and [redacted] never left a message for me and instead would speak with other people here who were unaware of the situation and that he was not making anything related to wax or candles and all they knew was that he sent the unit back damaged.
Once I returned, I did receive a message from [redacted] [redacted] and I did speak with him at length and told him I would see the status of it.  
He even apologized for not remembering my name or ever asking for me again since I was the person familiar with his situation.   After I reviewed it, I explained that his materials require mixing and there is no other way about it.  Anything using materials like cornstarch require it to prevent clumps.  
I also explained the complication in that the unit itself was damaged by putting it in such a narrow box.  It is one thing if the equipment does not work for your application because you are not mixing it, but it is another to send back a unit damaged in the shipping process.
Nonetheless, I told him he would likely receive a refund and I would call him back.  When I called I left a message about the refund and then in between the time he called me back, we received this complaint.
He apologized again and told me he had filed the complaint before he even called me.
I told him we could provide him a refund but then he told me that he has a different credit card that he needed us to apply it to or for us to send him a check since the prior card did not work anymore (he told me the reason and it is legitimate but I do not want to provide private details).
I had to check with our accounting department and they said they should be able to apply it to his old card.
Therefore, we can provide him a refund since he was using this for something totally not related to wax, candles or anything related to what we sell.
Please let us know if this is acceptable to him.
Thank you

Review: Help me to get back my money!

I have in the past I have had business dealings with this company and had know problems with service and products. I was interested in purchasing a mixer / blender from them and was on their website. I wasn't too sure which mixer / blender to purchase so I called (2/*) waxmelter’s office (###-###-####) for assistance and talked too Danni (a lady). I told her what type of tank – 24” deep (previous purchased from waxmelter) I had and told her I wanted a 22" shift for $300.00* that was the price stated on the waxmelter's website. A few days later a received a call from Danni telling me that the website site price was wrong and it had increased by $125.00 (now $425.00 total). I agreed to that price (2/**) and told her to run the credit card for that amount, $425. * What I received from waxmelters was something totally different from what I ordered. 1. The mixer / blender motor head was too heavy to hold on my tank lid (a tank lid that came with the tank when I purchased from them) 2. I received two shafts from them (website only shows one type of shift) One shaft was 24” long and the second shaft was 20” long with a blade. I never saw this on the website. When I called back (three phone calls no promised return calls from waxmelter) to explain to waxmelters I didn’t get what I ordered and wanted to return the product for a refund. At first, some guy (Tony?) informed me that it would cost me a 25% ($106.00) handling charge for my return. I can’t believe waxmelters was going to charge me $106.00 for an incorrect order.

Then the same guy transferred me to Danni (the person I placed the order with) and I told her my story about what I order from her and received the wrong product. Danni told me she will talk to accounting and call me back on Monday morning (2/**), no call came. That afternoon I called waxmelters and ask for Danni and then she transferred me to “accounting department”. I spoke with a lady in the “accounting department” and she didn’t want to hear anything about a refund. I think the lady was the owner because she didn’t let me explain what happen to me. The lady mentioned that the shaft was custom made and couldn’t be returned. When I ask what length the custom shaft was, she didn’t know.

Then the lady was telling me (she then found the paperwork) the shaft was 27”- I said no, 24”- I said no and finally she mentioned 20”. This lady didn’t know anything about my order or even that she sent me two different shafts instead of one, none of the correct order sizes. During this whole time of ever ordering product(s) from this company has anyone ever mentioned to me –no refunds. All I wanted was my money back!

My Bank Account Statement: I was looking at the bank statement and it doesn’t add up. The waxmelters charge me twice on my card. 1. Was 2/2 for $400.00, I only ok $300 only and 2. Was 2/5 for $ 70.00 that I didn’t know anything about. The means this whole mess costed me $470.00 that I didn’t ok and still didn’t get what I ordered

HELP!!!!!!! Me!!!

Required Field

Business

Response:

[redacted] claims the custom equipment he ordered was less than the price listed on the website and that he did not even receive the right custom equipment. When he was referred to the website regarding the price and asked to send us a photo the equipment to verify if there was an error, [redacted] refused and instead filed this complaint. It is my hope that with some clarification and by providing some options that we can resolve this matter amicably with [redacted]. [redacted] purchased an EZ-Mix which costs $425 on the website and he ordered it with a custom blade which was supposed to be an additional $70 (total of $495), plus shipping of $45 for a grand total of $550 (see attached). There has never been a price of $300 for this or any other mixer at any time, much less for a custom unit. Prior to placing his order, [redacted] mentioned to Dani that he had wanted to mount this mixer to his existing lexan (a form of light plastic) lid. He was told that it would not work because the motor is too heavy for that type of lid. Plus, that lid (plastic lid; not metal) is close to a decade old and it would never be advisable to mount a motor that spins on a something plastic like that. Our lids are only made of stainless steel at this point. He was told that if he needs a lid mounted unit, then he needed to purchase the lid mounted mixer (EZ-Mix350) which comes with a stainless steel hinged lid for $895 (see attached). At that point he said he would just hold it by hand and use it by hand since it has handle-grips and is meant to be handheld.The reason he has never seen ONE of the blades he received (he did receive TWO blades) is because it was a custom made stainless steel paddle type blade which is suited for potpourri as well as candle wax(see attached). Unfortunately, Dani made a mathematical error and subtracted the customized blade price of $70 from the $425 price for a total of $355 plus $45 for shipping, which is the receipt [redacted] received and why he was charged $400 (see attached).I noticed the error and informed Dani of her mistake and she contacted [redacted] with 2 options: 1) We would cancel his order and give him a full refund or 2) He would have to pay the difference of $70 for a total of $425 + $45 shipping of $470 and we would take care of the customization of the shaft for free and waive the $70 charge. He agreed to the additional charge and for keeping his order, Dani offered to provide him with a standard wax mixing shaft as well at no additional charge. This is the reason [redacted] received 2 shafts for his mixer rather than one shaft. Further, any time someone orders a Custom unit (in this case an ez-mix with a custom blade), they are made aware on the website and verbally that there are no refunds for custom orders. Once we fabricate and cut, weld, polish something for a customer’s needs, it cannot be returned since it cannot be resold. All stores and even places like [redacted], etc… if you ask them to cut electrical wire or wood or order custom cut cabinets, then they have the same exact policy.Hence, [redacted] agreed upon the final price, final product and no refund policy and was absolutely fine with it, otherwise, he would not have placed the order or at least have canceled the order two times.After [redacted] received his unit, he spoke with Dani several times, as well as Anthony, Justin and Rosanna about this situation. [redacted] claimed he only received the regular shaft and then he said he received the two shafts but none of them were 22”. Dani told him that she would have to check with the warehouse to see how it could be possible that he did not receive any shaft when it was a custom order. The shaft is a two part piece and once assembled does reach the specific length (see attached). Once Dani found out that it was sent, Dani told him she would speak with accounting and get back to him on Monday, February **, 2016. Dani is located in Seattle Washington so she is on Pacific Standard Time so her Monday morning is not 9am Eastern Standard Time. Regarding the possible 25% restocking fee, that prior Friday, [redacted] was told by Justin that if we received another order for a custom mixing blade, even a shorter one which we could shorten his blade, weld and customize it for someone else, we could do some sort of restocking fee of about 25% which would cover the labor and materials involved to modify his initial blade and then to do it again for someone else, but he would have to check with Accounting to see if that was possible since custom orders are not refundable and he did not know if we had any potential orders.That Monday, February **, 2016, as promised, he was contacted by Rosanna in accounting. She discussed the matter with [redacted] and told him if the shaft with the chuck did not measure 22”, he could send a photo of it and we would correct the error but he refused. He said he just wanted a refund and was not going to send a photo of the blade. Unfortunately, he ordered a custom piece of equipment and knew the terms which as was discussed is not returnable. Therefore, [redacted] ordered a custom unit, agreed to the price and terms TWO times and received what he ordered. If there was any order discrepancy regarding the blades, we have already told him to verify with a photo for us but has refused and instead had filed this complaint seeking a refund. Also, if he really needs the lid mount, he can order what he really needed which is the lid mounted mixer. We already made an error and did not bill him for customization so if he pays the difference in price and sends us the mixer, we will waive any fees and use his motor and blade assembly to mount with a stainless steel hinged lid. If he does not need the hinged aspect, we can reduce the price. If we can provide him with galvanized instead of stainless steel we can again further reduce it. We would waive any of the customization fees for both of the blades and shipping on sending out a new unit.Ultimately, [redacted] is an existing customer and we want to assist him as much as possible and hope that these options are acceptable to him.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

On 02/**/2016 at 01:47 pm I was on the phone with Dani while at same time waxmelter's website was opened to the EZ-Mix Agitator Blender Mixer page showing for $355. The web-page only showed one type of blade not the two kinds of blades that I received. It did not even mention about custom made blades or anything custom After talking with Dani about the depth of my tank 24", I specifically ordered a 22" long haft for my mixing blade. Again, I stated that under order comments on my receipt that was emailed to me just a few minutes after I ended the phone call with Dani. By viewing my pictures of the blade #2 length, blade #2 shaft length and blade #2 with chuck will show the total length. I didn't ask for a shaft of 20" plus 4" chuck that ends up - the 22' running - into the mixer. I thought by explaining what I wanted would be simple enough. As for the pricing that was on the website (02/**/2016) $355. , I would of called Dani back right away if there was a different amount showed on my receipt verse the website that I received that same day. I know what I saw and can prove the amount with a receipt. If you need more pictures I would gladly forward them unlike what was stated before by Rosanna. To resolve this problem and move forward I would like to return everything back to Waxmelter (both blades and mixer) and pay for shipping. In return Waxmelter refunds $400. to me and keep $70.00 (for the custom blade) with no restock charge,( total was $470.00) If you would consider that then I would consider still purchasing product from waxmelter in the near future. I will be needing to add another bigger melting tank soon. Reason for this decision: 1. confusion of the dollar amount of the purchase vs what shows on the receipt. 2. Never mentioned on phone or website about "custom blade for $70.00", 3. website does not display on website what your true purchase is or looks like - 1 or 2 blades? 4. Just like [redacted] example: you ask for 22" long , 22"gets cut and you pay for it, not adding things together to achieve a total of 22" length -how sad is that 5.Never mentioning about no refunds, nothing was ever mentioned, only time I heard that was from Rosanna yelling before hanging up the phone on me and I'm a repeat customer 6. Blaming your employee about company website mistakes and office accounting mistakes - take ownership my receipt shows a different price amount.Thanks for your time,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] purchased this mixer because he has a need and presumably he still has the same need. The custom shaft requires a special chuck to mount to the motor and functions most like a drill bit. Realistically, what good would a 22” shaft be if it could not attach to the motor or became longer as a result of the chuck? That would be a problem.It seems the main issue here is that it is too heavy to mount on his lid which is plastic and would be unsafe to mount as well. I mentioned in the prior email that what would have best fulfilled [redacted]’s needs would have been the stainless steel hinged lid mixer for $895 and I mentioned we could give him a partial credit towards it.We are willing to accept his return minus $70 as a restocking fee for the customized shaft and provide a refund for the remainder.However, we have given this some thought and in the interests of resolving this amicably and satisfying [redacted]'s need for a lid mounted mixer, if he sends us back his existing mixer and blades at his cost, we will use it to provide him with the stainless steel hinged lid at no additional charge. Therefore in either case, he can send us back the mixer and both blades.If he wants a refund minus the $70 restocking fee then let us know and it will be provided once we receive the mixer and blades.Otherwise, we could use it to send him a brand new stainless steel hinged lid mixer that would have been $895 plus shipping at no additional charge. The only thing we would need to know is the inner and outer diameter of his melter since most of our melters are square and the diameter of some of our melters have changed over the years, so I would want to make sure the lid would be the appropriate diameter.Please let us know your decision and we look forward to resolving this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I have attached a copy of a receipt from today's (3-**/ Monday) [redacted] store that will show the tracking number of the returned items along with the date (3-** / Thursday ) the package will return to Wax Melter's office. I agree to send back the mixer along with the (2) blades for a (minus) $ 70.00 restock fee and Having the remanding balance $400.00 crediting the credit card that was use during this transaction. There were two charges on my credit card first 02/**/16 $400.00 and second 02/**/16 $70.00. I would appreciate if the agreed $400.00 be returned within 24 hours of receiving the returned product. This has been a long drawn process and would like to resolve this issue by end of the week, (3-** /Friday) Thank You for your assistance with clearing up this matter[redacted] & [redacted]

Review: I called and spoke with sales before buying the product ( dispensing system) and inquired if the product would be compatible with our ingredients. The sales rep assured me that the ingredients would work with the dispensing system. I called back the next day to confirm our ingredients would work with the product. I bought the product and it did not work for more than one hour. I have called many times and they tried selling me a $900 agitator to mix our ingredients and said that would fix the problem. I informed them that I spent $2200 on the dispensing system and I could not afford more money unless a sales rep came out and demonstrated the agitator and I saw it's effectiveness. I sent back the dispensing system and requested a full refund and now nobody will call me back and they immediately transfer me to an answering machine when I call.Desired Settlement: Full Refund ($2200)for the EZ-1 GPM Wax Dispensing System

Business

Response:

I was sorry to learn of [redacted]'s difficulty with his non wax application.

I spoke with him at some point after his purchase and explained to him that his ingredients require mixing, whether he was making

gravy on the stove or using our melter. I recommended a mixer and filter to prevent these clumps of unmixed cornstarch from entering the filler.

He said we would try to make his own mixer or have someone do it but did not want to purchase a mixer.

At some point thereafter, he sent the unit in for evaluation and it was received damaged. We ship the unit in a 30x30x8 box and it was returned in something about as wide as a shoe box and all broken. We know from experience you cannot file a claim for something that was improperly packaged and damaged in the packing.

At that point, I was away for almost 3 weeks and [redacted] never left a message for me and instead would speak with other people here who were unaware of the situation and that he was not making anything related to wax or candles and all they knew was that he sent the unit back damaged.

Once I returned, I did receive a message from [redacted] and I did speak with him at length and told him I would see the status of it.

He even apologized for not remembering my name or ever asking for me again since I was the person familiar with his situation. After I reviewed it, I explained that his materials require mixing and there is no other way about it. Anything using materials like cornstarch require it to prevent clumps.

I also explained the complication in that the unit itself was damaged by putting it in such a narrow box. It is one thing if the equipment does not work for your application because you are not mixing it, but it is another to send back a unit damaged in the shipping process.

Nonetheless, I told him he would likely receive a refund and I would call him back. When I called I left a message about the refund and then in between the time he called me back, we received this complaint.

He apologized again and told me he had filed the complaint before he even called me.

I told him we could provide him a refund but then he told me that he has a different credit card that he needed us to apply it to or for us to send him a check since the prior card did not work anymore (he told me the reason and it is legitimate but I do not want to provide private details).

I had to check with our accounting department and they said they should be able to apply it to his old card.

Therefore, we can provide him a refund since he was using this for something totally not related to wax, candles or anything related to what we sell.

Please let us know if this is acceptable to him.

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I will not accept their response until I have been refunded. I spoke with my credit card company and a refund can go on the old card.

Thank you

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Please be advised we reached an amicable resolution.

Attached is [redacted]'s exchange form in which we are replacing his system with a more expensive unit at no additional charge.

The new unit is scheduled to arrive Monday, July **, 2014.

It shipped fedex : tracking# [redacted]

Thank you for your assitance and good luck to Ben with his new unit.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Thank you for helping resolve this issue. We did receive a new product. Is there a place I can leave a comment that we received it or will you closing the case suffice?

Thanks again

Sincerely,

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Description: CANDLE MAKING SUPPLIES, SOAPS & DETERGENTS

Address: 248 Route 25A- Suite 104, East Setauket, New York, United States, 11733

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