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L & L Candle Company

621 Lunar Ave, Brea, California, United States, 92821

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L & L Candle Company Reviews (%countItem)

• Jul 28, 2020

Company refused to replace 2 candles that were defective and rudly told me the case is closed. I have been trying for 5 months and no one would ever return my call. On my last call that is when I was told they would not replace.
How can a company remain in business with this attitude? With the Corona Virus the entire situation should be re-evaluated. This is not the proper manner to treat a customer. I paid $100 for each candle and told them the dates and sent them my receipt from my Credit Card Statement. This customer service representative is a monster is disguise that obviously has no training in customer satisfaction. Anyone considering doing business with this company should pass as this experience I have had obvioully happens to every customer. The product is defective and the company refuses to stand in back of their product.


L & L Candle Company Response • Jul 30, 2020

Dear Louis ***,
I am very sorry for your dissatisfaction with your customer service experience. We take special pride in all the products that we sell and we take the satisfaction of our customers very seriously. I spoke with our Customer Service Manager regarding your issue, and reviewed the documents that you had submitted. I saw that the documents that you submitted had no information other than the date of the purchase and the retailer. There was no information regarding the item that was purchased, including the type, size, color and price, so we are not able to offer to help with a product without any information on the actual item purchased. If you could please submit the product information that would include the specific size, color, type and the price of the product, we would be better able to help you. Please contact me directly to work through this issue with you. Thank you.

Spoke extensively about a battery door not closing on a remote control luminara candle. 2-doors were sent for me to try, which did nothing for the problem. The agent, Maggie *** said she did not need the bad candle back, or the remote. She offered to send the replacement candle, in white.
I did not receive white, but rather ivory, which will not work with all the other Luminara candles I have. The new ones have no remote and only work by turning each on when needed.
I've tried to reach this same person by email, with the string of emails attached and she will never get back with me.
*I am stuck with these items, which I cannot use.
*My complaint is with this agent and customer service overall. They can take your money, but will not stand behind their products.
I would welcome any resolve you can assist with.

L & L Candle Company Response • Dec 20, 2019 NOTE: Received call from Chris *** at L&L Candle, providing business response to complaint.

Chris says he worked with Mrs *** directly to address her concerns -- e.g., identified replacement candles that might be a better color match for her existing candles, e-mailed photos for color reference, etc.

Says the customer made her choice, and these 'new' replacement candles were sent out to her Monday of this week (12/16).

I was in contact with a Luminara representative due to a pair of taper candles that are turning yellow. They’re supposed to be ivory. This is the soft touch candles. Per the email I received, the representative was supposed to send different candles, as a replacement. I never received anything nor have I heard back from my emails.

L & L Candle Company Response • Apr 05, 2019

Hi Amy

Luminara branded product is Manufactured and Distributed by L&L Candle Company. All Luminara trademarks are owned by Luminara Worldwide, LLC and are used under license.

Luminara Worldwide LLC received the attached letter on 4/2/2019 and forwarded it to L&L Candle Company to provide a response.

The customer emailed customer service on 1/12019 to address product issue (see attached email), our customer service representative replied the email on the next day to support and trying to find out more details of the issues.

Customer replied to our email with product image on 1/3/2019, and we offered to replace the product with different kind of candle on 1/4/2019. Unfortunately, we did not receive customer’s response until 3/23/2019.

Soon after we received letter this week, our customer service representative called and sent emails to customer with our offer (see attached emails) as resolution. Customer is pleased and accepted our offer as product replacement. Replacement goods will be shipped out and will update customer on tracking#.

We value our customer’s experience in our product and tried to work with every consumer to resolve their product issues.

Please kindly let us know if complaint ID# *** should be concluded according to our above responses and offer to customer, thank you!

Kim ***| VP of Operations L & L Candle Co. Office:


Customer Response • Apr 10, 2019

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I just received 2 lovely replacements. Thank you so much.

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Address: 621 Lunar Ave, Brea, California, United States, 92821


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