Diamond Candles

I ordered during a BOGO special on 11/12/ I received both candles on 11/21/and one was broken I emailed customer service on the same day and they re-ordered the candle for me and said it would be shipped to the same address I emailed customer service again on 12/1/and asked for the shipping information since I had not received my replacement candle yet I received an email the same day stating it was now out of stock and I needed to pick a different candle I submitted my information on 12/4/with the new candle to replace the one that was out of stock I have not received anymore emails from customer service and I have not received a replacement candle that I will need before Christmas I have sent other emails and left a voicemail, no one will respond, and they still owe me a candle

I have given the candles to friends for gifts The candles have a very strong and fragrant smell that is very appealing for the price I have never had an issue with quality or shipping They make a nice and unique gift

Long story short, I bought 4 candles on 11/18/15. 1 candle was delivered to me while the other 3 were not. Apparently they had an insufficient shipping address (which is obviously not true, otherwise I wouldn't have received 1 of the candles). So a couple weeks ago, I sent an email to customer service basically asking what happened. No response. Sent another email. No response. Did this 10+ times. I took the matter to Facebook and like magic (within 30 minutes) I got a response...only because they were in the public eye now. They claimed that my candles were shipped back to their warehouse due to an insufficient shipping address (not true) and supposedly the second it got to the warehouse, they unpackaged my candles, put them back on the shelf, and then all of a sudden my candles were mysteriously "out of stock." I responded to their email, and of course received no response. According to their Facebook, they said they were having email problems. I told them to call as they have my contact information from when I purchased and they proceeded to claim they didn't have a phone. So multiple emails went back and forth (only because I also posted all of my responses on their Facebook page) and they refused to resolve the matter and took it upon themselves to issue a refund when I requested that they send me candles. They refused to acknowledge any responses or any questions I had and provided the worst customer service possible.

Broken Ring Candle upon delivery.Delivered on Aug.10,2016.Purchased Aug.6,2016.Order#[redacted].$8.00 for It's a Girl Candle.Paid with [redacted] card.I ordered a total of 7 candles.When it was delivered I opened it to find a broken candle.(packaged poorly).I went to the website and contacted them by email 6 times and one phone call to an answering machine.No response from them!All I want is a refund,after all of this I don't want another candle just my money back!Desired SettlementPlease just get me a refund so I can be done with this company.I have bought hundreds of dollars worth of product from them in the past and their records will show that!Thanks for your help in this matter.Business Response Hello Thank you for sending this information over to us here at Diamond Candles. We just had two major summer clearance sales back to back unfortunately we find ourselves a little behind in our customer contacts. Everyone will be answered in turn and in the order that they have written in. This customer says that she sent in six emails, which she did, however, they were sent in between 10:10pm and 10:17pm of the same day. We do understand that having a broken candle in an order can be distressing, however, one must understand that spamming our customer support team with messages will only cause the issue to take longer to be resolved. We are moving through our customer support requests as quickly as possible.This customer's issue was responded to and resolved by our customer support team earlier today.If this customer has any questions or concerns she can reach us by replying to the email that our CS agent sent her this morning.Consumer Response Thanks for your help!The candle was replaced.

I have given the candles to friends for gifts. The candles have a very strong and fragrant smell that is very appealing for the price. I have never had an issue with quality or shipping. They make a nice and unique gift.","pos-1

Customer service has been unhelpful resolving an issue and at times didn't answer at all. It's been 2 weeks since initial problem.I ordered a candle from them (All Diamond Candles come with a ring inside them and a reveal code) and after reciving my candle, I discovered there was no ring and the code did not work. I have been constantly trying to get in touch with customer service which can only be accessed via email or online chat at certain hours. They told me it would take 24-48 hours to reset the code, which took 4 days the first time. Currently it's been 2 weeks and the code still doesn't work. I was refused a refund and told I need to send pictures of things even though I've told them I don't have access to a camera at this time. They keep saying "I'm sorry, this is a new program" and expecting me to be ok with that answer. This was an expensive candle as far as candles go and all I want is a refund.Desired SettlementAll I want is a refund of my money for the horrible experience I've had and the terrible customer service I've had to endure for 2 weeks.Business Response Hello Revdex.com,Thanks for presenting us with this case from Ms. [redacted]. We have an open conversation with her, however, the conversation has degraded as she become more and more uncooperative.The Ring Reveal is a new Sweepstakes type system and we're still working out the kinks in the system. Currently the website consumes a code as soon as it's entered. If a customer exits or doesn't follow the script (or has another technical issue) the experience will stop and can't be started again without having the code reset. Due to the volume of tickets we were receiving at the time correspondence with Ms. [redacted] was taking a little longer than expected. When asked for a photo of the Reveal code she passed one through. This was in our first communication with her. Beyond that she was no longer willing to send a photo showing the other issue she mentioned with the candle, no ring. If we could have received a photo showing that the candle jar was empty, as requested, we would have simply replaced it for her and she would have received a new Ring Reveal code.Her Ring Reveal code was reset by our engineers 3 times. After the last request it was reported that the code had been successfully redeemed @ 2014-11-14 21:49:50 PST by Ms. [redacted]'s email address. We are unsure if she was able to get through the Ring Reveal experience. The code is not a winning code.We have reached out once again to Ms. [redacted] in our conversation.Consumer Response What was failed to be mentioned by Diamond Candles is that this took WEEKS! The Reveal Code never worked despite supposedly being reset by the company. I understand that there are issues and sometimes things just don't work, but when that happens, you have to be able to give someone who has spent money a little more then "just wait" to go on. For the record, I'm fully aware of how the site works as I read through the FAQs section before purchase. Each and every time I entered the "reset" code, I was either met with an error stating the code had already been used or else just a black screen. I tried to explain that only to be asked a number of times if I had entered the code correctly, or if I was perhaps entering 0s instead of Os. My unwillingness to send photos stemmed from 1. my lack of a camera (which was explained), and 2, the fact that it had already take far too long to get an answer. I don't enjoy being made to feel like a liar when I'm purchasing something from someone which is exactly what it was. "You have an empty candle, then prove it".I was so excited about this purchase initially, and now not only will I never buy one of these stupid candles again but I'll make sure none of my friends waste their money.Since I filed this complaint, this company has after a number of requests, issued me the refund I asked for, however, the customer service is still severely lacking in both appropriate customer handling as well as acceptable time frames.

Did not receive delivery on time and paid extra for 2-day delivery. Lack of customer support.On 27 November 2015 I made 2 purchases with diamondcandles.com. The first order was early in the morning close to 5:00AM, order# [redacted] in which I paid an extra $19 for 2-day delivery. Later that day I made another purchase Order# [redacted] in which was just Economy shipping. I received my economy shipping delivery within a couple days which is great. But for some reason I have yet to receive my "Expedited" shipping. I have been following the tracking number in which it was supposed to ship on 4 December. This purchase was made for an event in which the products did not show up in time for. I paid an extra amount for this and never got it in that time frame. I have reached out to Customer Service help with 2 emails and on both Wednesday and Thursday, 2nd and 3rd of December as well as sent in a help question on the actual website. I have yet to receive a reply. I have referred this company to many friends within my squadron as well as family. This is the first time I have had this problem and it is beyond upsetting. I only know the first name of the person who is supposed to be "helping me" which is [redacted]. I wish I could receive the help and figure out why my package never made it in time and why it took longer for it to process than it did to receive my economy product purchase. The lack of help along with not getting the product for which I paid extra makes me not want to purchase through this company even though me and my wife love the candles.Desired SettlementI just want to know what happened. Also get a refund for the extra shipping charge I paid for.Business Response Hello Revdex.com,Thank you for bringing this issue to our attention.We have been in communication with Mr.[redacted] about the shipping on his order. From the shipper's tracking numbers his order was delivered today. The package should have arrived on Thursday, however, something held it up. Perhaps inspection from entering the military base? We refunded Mr.[redacted]'s extra charges for expedited shipping on 12/7, since the order did not make it to him through our shippers in 2 business days as promised. We also send our apologies that the package arrived later than expected. During the holidays especially during the big sale days like Black Friday our warehouses and shipping partners are pushed to their limits for fulfilling and delivering orders. While this is not meant to be an excuse for being late, it is meant to give an idea of why the order was late. Again we apologize.Please have Mr.[redacted] reply to our conversation in email should there be anything else we can do to help out.Best,

I won a prize over $600 last year. I just received the w9, and have not received my 1099 to file my amended taxes.I won a "$1000 ring" from Diamond Candles last December. The company neglected to send me a w9 to fill out until May 11, 2015. To date I still have not received my 1099 which is needed so that I can file my amended 2014 taxes. I have emailed back and forth with the CEO [redacted] since, and he has stated there is nothing the company can do to make this situation right except offer me a free candle. In the email pasted below, he admitted they were the ones at fault for sending these out late. "On May 11, 2015, at 3:05 PM, [redacted] wrote: Hi Diamond Candles Ring Winner!Wanted to reach out because we need to wrap up some paper work with you here. According to our records you won a ring worth over $1,000 or more here this past year 2014.Congratulations by the way!We are required to have you fill out a w-9 form since it is above the $600 threshold the government sets for prize values to be reported. I have prepared a simple link that will make it easy for you to take 3 minutes and sign it right here in your browser on your computer.https://www.[redacted] We realize we are a bit behind in asking for this so as a thank you for your cooperation would love to give you a free Diamond Candle of your choosing once you finish filling out the document!Let me know if any questions. Here is to an exciting rest of 2015! "This admission does nothing to correct for any penalties and fees I will incur for a late filing of amended taxes. I do not feel that I should be punished for their faulty practices.Desired SettlementAll I would like is for the company to pay any fees and/ or penalties I am assessed by the IRS for filing a late amendment caused by their error. I do not feel I should be penalized for their failure to act in a timely manner.Business Response Hello Revdex.com,Thank you so much for bringing this issue to our attention.[redacted]. [redacted] p[redacted]For the complaint that Ms. [redacted] submitted, we have reached out to her personally at her email address and since this issue is concerned with taxes and forms we would much prefer to discuss the issue with her in private.[redacted] If needed please respond to the contact information you have on file for Diamond Candles.Best regards,Consumer Response I have still not receive my tax document needed to file my amended taxes. Company does not seem willing to help. They emailed me requesting I fill out ANOTHER w9 which I have already completed, but have not responded to any other emails. Very disappointed in the company's unwillingness to make things right.Final Business Response Hello Revdex.com,Thank you for bringing this message to our attention. It appears that our last message to the Revdex.com has not been entered into this complaint. Since this is a public forum the link and email address need to be removed from the original complaint.There has been confusion because this email [redacted] is not an email address that we have ever requested a 1099 from. Please request Ms. [redacted] respond to Mr. [redacted] email concerning his inquiries.We are aware of our tardiness on sending the required documentation and again, we apologize on behalf of the organization for the delay in this process, we deeply regret the oversight and are doing everything within our means to address the issue with everyone.We are waiting on a few more documents to be filled out from winners in 2014 and then we will be following up with our tax accountants on documentation to be able to provide back to you.We will be looking to get to that point as quickly as possible but it will be several more weeks.Best,

My credit information was used to make a purchase on this website without my knowledge. The customer service was unhelpful in resolving my issue.Reference Number: [redacted]First contact with company: June 22, 2015Second contact: June 24, 2015Third contact: June 25, 2015Date of purchase: April 27, 2015 amount: $49.90Payment Method: [redacted]My credit information was used to make a purchase through the company's online website. I was out of the country during the time this transaction occurred. When I became aware of fraudulent activity that potentially occurred on my account I contacted the company. The customer service rep told me I needed a police report to obtain the information I was seeking. I then emailed their customer support in addition to filing a police report. Then I contacted the company via chat again with the police report attached. The customer service rep still would not provide me with the information without the bank or police contacting them directly. My bank has contacted the business and has yet to receive the information I seek. As easy as it was for my information to be utilized it is frustrating and disappointing how the company has handled my dispute. Desired SettlementI am seeking to obtain information concerning the shipping information including contact information of where the merchandise was sent.Business Response Hello Revdex.com,Thank you for bringing this complaint to our attention. Our customer service team has been in communication with Ms.[redacted] about the claimed unauthorized use of her credit information. We have urged her to contact her bank to get the charge marked as an unauthorized/fraudulent use. Once the charge comes through our billing system as disputed the tracking information will be passed through to the bank for their investigation.By policy we do not share order and contact information. Ms.[redacted] has been urged to contact her bank and report the fraudulent charge and then work with them to resolve any issues caused by it. Best regards,Consumer Response My bank has been in contact with this company and they have not responded.Final Business Response Hello Revdex.com,Thanks so much for sending this reply to us for our review. We did receive a message from Ms. [redacted] at [redacted] about this issue and hr message was replied to on 26 June 2015. Ms. [redacted] was advised to submit the claim as an unauthorized use of the credit information.The payment for the candle order still does not show up in our system as disputed. Again, per our privacy policy, information concerning orders is not given to the general public upon request. If the order is placed in a dispute status we would be very happy to share the shipping information with our billing providers. They in-turn should share that information with the other bank for their investigation.We look forward to handing the case with our billing company once the dispute has been filed.Best regards,

Advertised a certain product for delivery within a specific time.the come on advertisement stated "just in time for Easter" ; "free 2 day shipping + 10% off. Start Easter with a ring hunt inside one of our spring inspirations from the Easter collection. My order confirmation was on 3/30. Needless to say I did not receive my order until one week after Easter and then in 2 separate orders. I emailed the company and all I keep getting was the run-around. They wanted to refund me $10 for the inconvenience . I suggested they send me another candle for my inconvenience. No word from them.Desired SettlementI wanted another candle for my unconvince. Business Response Hello Revdex.com,Thank you for sending this complaint along with Ms. [redacted] concerns.The issue that caused her order to arrive later than expected is her order was split between our warehouses due to stock limitations. In doing a split ship the order has a 2 day mandatory wait period on top of the order processing time. The order shipped using the shipping method that was ordered and the candles arrived within the promised 2 day ship period. Shipped Friday April 3 and arrived Monday and Tuesday.Box 1: [redacted]Box 2:[redacted]We are happy to continue to work with Ms. [redacted] through our customer support system. I have asked our customer support team to reach out to her with an offer of a coupon for a free candle as was requested.Best regards,

I won a ring worth $100.00 it says it take 7 to 10 days for delivery and it has been a month. I get no results when emailing about this.Order # [redacted]Desired SettlementChoose another ring or mail me a $100.00 checkBusiness Response Hello Revdex.com, Thank you for bringing this issue to our attention. I have read through this complaint as well as our records for Ms. [redacted] order.As we explained to Ms.[redacted] this morning in her case #[redacted] we have had a technical error which delayed her order. The order was not automatically processed and sent to our jeweler. We have attempted multiple times and have several team members from our side as well as the jeweler to get this order through and to resolve the issue so it doesn't happen again. We are happy to continue working with Ms.[redacted] on this issue. We want nothing more than for her to receive the ring she won in Ring Reveal and start enjoying it.If she would like to contact us please have her reply to the email correspondence that was sent to her today 5/21 or reference case number #[redacted] that she opened on 5/16/2015.Best regards,

Long story short, I bought 4 candles on 11/18/15. 1 candle was delivered to me while the other 3 were not. Apparently they had an insufficient shipping address (which is obviously not true, otherwise I wouldn't have received 1 of the candles). So a couple weeks ago, I sent an email to customer service basically asking what happened. No response. Sent another email. No response. Did this 10+ times. I took the matter to Facebook and like magic (within 30 minutes) I got a response...only because they were in the public eye now. They claimed that my candles were shipped back to their warehouse due to an insufficient shipping address (not true) and supposedly the second it got to the warehouse, they unpackaged my candles, put them back on the shelf, and then all of a sudden my candles were mysteriously "out of stock." I responded to their email, and of course received no response. According to their Facebook, they said they were having email problems. I told them to call as they have my contact information from when I purchased and they proceeded to claim they didn't have a phone. So multiple emails went back and forth (only because I also posted all of my responses on their Facebook page) and they refused to resolve the matter and took it upon themselves to issue a refund when I requested that they send me candles. They refused to acknowledge any responses or any questions I had and provided the worst customer service possible.","neg-1

CEO realized that the companies error during tax time, several people pestered me for information, then did not hold up their end up the contract/dealI won a ring from a candle I had purchased; several months later, I receive an email from the CEO, [redacted], apologizing for the mistake. They attached a W-9 and requested that I complete it ASAP. Several people continued to pester me over a matter of 3 days; I stated that I did not have a computer and had to wait till the following day until I could use one. In the email sent from [redacted] and someone else, they had stated due to their failure to finish paper work, I would receive a code for a free candle upon completion. As SOON as I finished the paperwork and submitted it, every single one of them because "un-reachable" and would not give me my information. I politely waited for responses and sent reminder emails; still, no response. I then sent an email stating that I was beginning to get frustrated. However, again, no response. I then sent an email stating I would be filing a complaint. Yet again, no response. I also did remind [redacted] of his email but resending him what he wrote in the original email. I receive a candle for every major holiday as a gift, but I will not be doing so again. If you happen to win a candle from this company over 600$, the best thing to do is to either pester them to go ahead and receive the W-9 tax form, or just do not respond to their emails when they begin to pester you. Desired SettlementI want what was originally promised in the email (which I do have saved) from the CEO and his assistant- stating- once I completed their paperwork, I would receive a code for a free candle. Business Response Hello Revdex.com,Thank you for bringing this case to our attention. We have reached out to Ms.[redacted] in email to help resolve this case. Please urge Ms.[redacted] to check her email for a reply from us as well as one for a coupon code.Best,Consumer Response I have now received what I was promised. Thank you for your assistance Final Consumer Response

I gave this candle as a gift. The ring inside the candle is missing a stone. I have given DC 2 chances to fix this issue and they have not done so.I bought 16 candles from Diamond Candles to give as Christmas gifts. The ring inside the candle that I gave to my sister-in-law is missing a stone. I have emailed Diamond Candles twice and asked that they send my sister-in-law a gift card worth a candle of her choice + free shipping to make up for the defective product that they sold to me and that I passed along as a gift. My sister-in-law had seen all the other pretty rings that everyone else pulled from their candles and needless to say, she was disappointed when she got her defective ring. And I was embarrassed that she could not have the whole Diamond Candle experience at the same time that everyone else was having theirs. DC candle asked me for a picture of the ring but I live in TN and my sister-in-law lives in LA. And my sister-in-law is currently six hours away from home in Texas taking cancer treatments. So it is not realistic or appropriate to ask her to take a picture of the ring and send to me. I explained this to DC and all that wanted to do was send me a code worth $13.00. I paid IN FULL for a defective product, so why should I be compensated partially? Plus my sister-in-law was not given the Diamond Candle experience that I paid for.Desired SettlementI want Diamond Candle to send a gift card or a code that has the FULL value of a candle PLUS SHIPPING to my sister-in-law ASAP. Then my sister-in-law can pick out a candle of her choice and this will make up for her not getting the Diamond Candle experience at the same time as all the other family members. I have given Diamond Candles the address for my sister-in-law.Business Response Hello Revdex.com,Thank you for bringing this issue to our attention. I have had the chance to fully research this issue and the customer's conversation with our customer support team.Normally we would ask the customer for a photo of the damaged product, however, the customer was unable or unwilling to provide such a photo. The agents responded to the customer within our policy of offering a credit for the value of the ring. This was turned down by the customer.We have followed up with the customer through our support system and hope to have come to a resolution for the issue. We have not heard back from the customer yet.Best regards,Consumer Response I did receive an email with a coupon code that fully covered a new candle + shipping. I consider this matter resolved. Thank you.Final Consumer Response

I PLACED AN ONLINE ORDER AND AM BEING CHARGED A DIFFERENT PRICE AND CANNOT GET A RESPONSE FROM THE COMPANY.I PLACED AN ONLINE ORDER AND USED A COUPON CODE WHEN CHECKING OUT. AFTER CHECKOUT WAS COMPLETED, MY CONFIRMATION EMAIL SHOWED A DIFFERENT CHARGE AMOUNT. AFTER CONTACTING THE COMPANY BY EMAIL (WHICH IS THE ONLY WAY GIVEN TO CONTACT THEM) THEY REFUSED TO CHANGE IT. THEY SAID MY ORDER WAS ON HOLD AND ASKED HOW I WANTED TO PROCEED. I TOLD THEM THAT I WANTED MY ORDER BUT I WOULD NEVER BE ORDERING FROM THEM AGAIN AND WAS VERY DISAPPOINTED IN THE SERVICE. I ASKED THEM TO CONFRIM MY ORDER IS IN PROCESS ABOUT 4-6 TIMES AND THEY ARE NOT RESPONDING TO MY EMAILS. I TRIED CONTACTING THEM THROUGHT THEIR [redacted] PAGE AND THEY DELETED MY COMMNETS AND BLOCKED ME. THE CHARGE HAS NOW CLEARED FROM MY ACCOUNT AND I HAVE NO IDEA THE STATUS OF MY ORDER. THERE ARE A FEW THINGS HERE THAT ARE NOT RIGHT WITH THIS BUSINESS. NOT HONORING PRICING SHOWN ON THEIR WEBSITE AND REFUSING TO PROVIDE SERVICE AND CONFIRM MY ORDER AFTER TAKING MY MONEYDesired SettlementI FEEL THAT THIS IS A BUSINESS THAT CANNOT BE TRUSTED AND THAT WILL TAKE MONEY FROM PEOPLE AND NOT PROVIDE THE CORRECT SERVICE. THERE SHOULD BE ANOTHER WAY PROVIDED TO CONTACT THEM OUTSIDE OF EMAIL SINCE THEY ARE CHOOSING TO IGNORE MINE. PEOPLE SHOULD BE WARNED BEFORE SPENDING THEIR MONEY WITH THESE PEOPLE.Business Response Hello Revdex.com,Thanks so much for sending this complaint our way. We have been working with Ms.[redacted] with the issue of the coupon she wished to use. The coupon's expire date was 11/13/2015 at 11:59 pm pacific time and her order was placed 11/14/2015 at around 2:45pm pacific time.The coupon she was trying to use would not work in the website due to its expiration. Why the coupon would seem to work after it had expired, we are unsure, however, we have asked our web services team to look into this issue. On 11/18 in an attempt to resolve this case with Ms.[redacted] our customer service team released her order and refunded the amount that the coupon would have removed. This is in the amount of $53.72.Our last response in Ms.[redacted]'s case is the 18th of November. The holidays tend to be our busiest time of the year, and our customer support staff is working as quickly as possible to answer all of the requests for information and customer contacts we receive. We answer all messages in the order that they are received. If we receive multiple messages in the same case, each new message updates that case and sends it back to the beginning of the queue.It is our supreme goal to provide the best candle and shopping experience possible. Our apologies for the frustration that Ms.[redacted] faced while shopping with us at Diamond Candles.Best,