The Yankee Candle Company, Inc.

Cancelled my items only to tell me my order was so large that the items I purchased were sold out before my whole order could be completed
I placed an order around *** christmas morning for well over items onlinesystematically over the week I have been getting cancellation emails when they were clearly in stock hours after my purchase
I placed a call to customer service at *** after almost my whole order was cancelled on ***
The sales associate evaded my questions and told me I could not speak to a supervisor named ***Instead he proceeded to escalate the situation by telling me that my order was so large that while they were filling it over the past week that the smaller orders had shipped and unfortunately the items I purchased are goneI even re asked him if understood what he was telling meSome items of mine that were cancelled were ordered by my friends and family after my order was placed
What company turns away almost *** in business with e

Yankee Candle failed to ship items purchased, I requested refund and the company will not refund taxes paid on items
Order# SGXXXXXXXXX
Items failed to ship:
Canning Jar Set - ***
Wick Trimmers - ***
Jar Candle - ***
Jar Candle - ***
Jar Candle - ***
Taxes Paid - ***
The refund should have been *** which would include taxes The company has refused to refund the taxes paid on these items I have sent several emails and the response I receive is that since I used a promotion code they will not refund the taxes on the items I never received

never received of the items on a large order and the company still has yet to mail it
I placed my large order on *** and item, tan scroll wax warmer, was missingI was charged and was told it would be another days which has come and gone, still no warmer!! I called to check on order today and very rude ppl along with a manager(also rude) confirmed it has not even shipped yet!! Furthermore the attitude I got will definitely prevent any future orders being made and I will make sure all my friends know not to use yankee candle for fundraising or shopping!! I want the item that has already been paid for delivered overnight!!

Placed orders *** canceled *** prior to any activity with ordersAfter calls still no credit to my credit cards
Placed orders on *** late at nightLess than hours later(overnight) I emailed and canceled both orders, *** at *** a.mI called as well *** make sure they were canceled and spoke with a supervisor *** and she said she would have to re-route the delivery to the warehouse and that the credit would be issued back to my credit cardAt this time the packages had not even been through processing
I have called back times and I repeatedly get told from *** that they are crediting back my credit cards, they have NOTI have the tracking from the packages that she re-routed to the warehouse in *** OH signed for by *** (I'm assuming a dock worker) and she says she is aware of that and the credit will be refundedIt is now days later and still no credit to my cardI have called her several times and she just keeps telling me

Concerns regarding the new Fan Club program. Inconsistency and questionable unfair rules as it relates to purchases.On several occasions (11/28,12/2,12/3,12/5) I contacted customer service questioning my Fan Club account only to receive inaccurate or un assured answers such as, "I think you may have found a glitch in the system. This is a fairly new system & there's been glitches before" but no resolution. On 11/28 I was asked for my name, email address, contact number & told a supervisor would contact me after reviewing my account. After never receiving a courtesy return call I phoned CS & corporate several times, each time re-explaining the situation. Each time I also requested to speak with a supervisor only to be told "no, just leave your information & they'll call you". In addition, I emailed/mailed fanclub@yankeecandle, welisten@yankeecandle etc. providing my questions/concerns, screen shots of my account, a letter requesting a response or I would be filing a complaint for submission to the proper agency for assistance.Based on YC Fan Club website & in speaking with several employees the rules reflect users earn 100 points for every $1 spent (before taxes) for purchases via YankeeCandle.com, Yankee Candle stores or particular activities. For every 10,000 points earned, a $5 voucher is sent to the members email address on file which I've been told is "Yankee Candles way of saying thank you for all your business & is just like cash, which you can use toward your next purchase." Vouchers are valid for 90 days from date of issue & redeemable on YankeeCandle.com, Yankee Candle stores but, are not redeemable for gift cards, nor can be used toward previous purchases or cashed in for actual cash receipt.As of this writing my Fan Club account & detailed history shows Lifetime Points= 70,925 (based on purchases prior to taxes), YTD vouchers issued =6. Based on such, 70,925 /10,000 =7 vouchers with the remaining points going towards a future voucher. Why have I only received 6 rather than the expected 7? My account also shows 6 redeemed $5 vouchers with -10,000 points deducted & 3 "GC Purchases -500 points". Assuming GC translates to gift certificate, which I've never purchased nor received a gift certificate, I requested an explanation & was told "because you chose to use a $5 voucher we have to deduct $5 worth of points (-500)". My concerns are..1. I've never purchased nor received gift cards why am I being charged/penalized for such? 2. If this is in reference to the voucher(s) earned prior to taxes & is a gratitude "like cash" why are customer's penalized for "cashing" it in as -500 points translates to $5? 3. Why when redeeming 6 vouchers is GC Purchase reflected 3 times? 3. Why isn't this information not made available to members nor when asked, provided (misleading/false advertising) It also appears same transactions at different YC locations are reflected differently which may be due to how transactions are entered. Retail employees have expressed confusion & regarding the Fan Club. More detailed information can be provided if needed.11/13/2014 GC Purchase #XXXXXX..XXXXXX -5009/7/2014 Redeem $5 Voucher -10,000Purchase #XXXXXX..XXXXXX 4,2988/15/2014 Purchase #XXXXXX..XXXXXX 2,4968/8/2014 Purchase #XXXXXX..XXXXXX 4007/28/2014 Redeem $5 Voucher -10,0007/25/2014 Purchase #XXXXXX..XXXXXX XXXDesired SettlementMake the appropriate correction to my account and/or system. If the add'l voucher is due based on YTD points and/or adjustments I request the voucher be issued immediately & compensation in the form of add'l vouchers be provided immediately so candle purchases can be made for the upcoming holiday. I also recommend better and/or more documentation be made available to members & better training with employees.Business Response Thank you for allowing us the chance to respond. You received five dollar vouchers, that deducts 10k points in the program. If you are using your rewards voucher it will show -500 points that were used towards a purchase...same as using a gift card..this cannot be used towards the points so only part of the purchase is sent to your account from that purchase. All your points qualified you to receive 6 vouchers and not 7.Consumer Direct. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)In response to YC comment, this is not how 2 YC store locations or the corporate EE I spoke to explained it. I was told, "YC gives vouchers as a way to say thank you to their better customers who sign-up for the Fan Club". "A voucher is the same as cash". On store receipts it's noted as "tender" (same as cash, credit or debit card) after charges and taxes. Nowhere does it reflect on the YC website, Fan Club website or receipt that customers will be deducted -500 points from their purchase and -500 for "cashing" in a voucher as tender. If YC refers to a customer receipt it reflects the customer pays taxes based on the total purchase amount NOT the total purchase amount minus $5.00 (500). Customers pay taxes based on the total purchase but not given credit for the total purchase. Apparently, the responder never reviewed MY Fan Club account as they'd see their explanation doesn't reflected throughout my account. TWO previous YC CSVC Reps. who took time to review my account stated, "Mam, I can see what you're saying. You may have found a glitch in the system. You know this is a new program." One EE stated, "This is something that will need to be brought to the attention of the Fan Club because I'm not authorized to make changes." Recently, I shared my Fan Club account information and receipts with an acquaintance who practices law. They too immediately noticed inconsistencies within my account and couldn't find a statement to support YC response. With the possibility of involving other account members this could be the basis for a class action lawsuit, if it's a system glitch. Until YC can provide better customer service and have a brief one on one phone conversation between its customer and a qualified, knowledgeable YC manager I will no longer be a customer and will share this horrendous experience with the candle community on social media.Final Business Response At this time, there is no plan to change the existing rules regarding our rewards program. With that said, we are mailing a one time $10.00 gift card as an apology for any confusion started while speaking with our customer service representatives. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)As a good customer of YC I'm offended & insulted this company has insinuated I wanted a change to their program as I've never tried to tell them what to do. As an intelligent professional I gladly accept any rules/policies & will always be willing to oblige to such. I also appreciate YC clarifying the rules/policy & I'm very understanding to the fact not all EE's may have a clear understanding. A good/better business practice would be better training or retraining of EE's & Mgmt rather than blaming, insulting & offending a customer. Whatever happened to the saying, "the customer is always right?" Yes, there are times a customer can be right! Apparently, the more important point brought to their attention is still being ignored which is why customers are being confused. Rather than offending/insulting a good customer YC should be thanking & showing more gratitude for my bring this to their attention as YC IS LOOSING MONEY! Yes, it's clearly obvious, if a respectable, intelligent individual at YC (i.e. computer programmer) reviewed my account, they'd see how the system has been "programmed" isn't the same as YC rules/policy resulting in customer confusion, false advertising & a loss of money to YC. I do not accept their offensive accusation & demenial offer. Some gratitude for trying to save a company from loosing thousands of dollars.

I purchased a candle that had a defective wick. I was not accepted at the store for a return.I purchased a two wick candle from the Yankee Candle store in the country lemonade scent UPC code# XXXXXXXXXX. The candle had a defective wick allowing only one to burn. This prevents my candle from burning completely. I attempted to burn the candle anyway but it would not maintain the flame. I took the candle to the store for an exchange and was told that they would not accept it. I have purchased over [redacted] dollars in yankee candles over the last year and I am furious that the store would not accept my return.Desired SettlementI want an exchange and a refund for the inconvenience.Business Response Was the return attempted at a store not owned by the Yankee Candle Company perhaps? If not, and it was in deed one our stores, please provide us with the name of our store that refused the return. We will call our store and tell them to take your return. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The return was attempted at the Yankee Candle Outlet store at [redacted] in [redacted].Final Business Response Either return the candle again to the store or mail it back. Your postage will be refunded and another candle of your choice will be mailed to your address. The return. Address is [redacted] XXXXX [redacted]

I ordered from Yankee Candle Fundraising. The order was shipped on [redacted] Supposedly delivered on [redacted] Never received order. Checked with the Post Office twice - no luck. Contacted FedEx and they said to contact the company. I have contacted the company 3 times and have never received a reply. The order was intended for an Easter gift. I am out the gift and my money. I hope the organization that the fundraiser was to benefit received their money. If so, someone got what was promised.Product_Or_Service: Garden Life Votive HoldersOrder_Number: **XXXXXXXXDesired SettlementI want to receive the money I spent on this item. I am out [redacted]. I will never participate in another fundraiser that I do not personally attend.Business Response The guest should contact the following department for an immediate refund. XXX-XXX-XXXX [redacted] We will be happy to make this matter right.

I received a catalog with a flyer for a fundraiser my daughter's school was running in conjunction with Yankee Candle. The flyer specifically says that when an order is placed that no sales tax is to be collected from any consumer (the school is a tax exempt organization). I decided to place an on line order, which was an option that was advertised on the flyer. When I went on the website to place the order I was not advised that tax was going to be added to my order until I placed the order. I was confused why I was charged tax if it specifically says that tax will not be charged. Immediately upon placing the order I emailed the company and inquired about the tax. I was informed that they charge tax on all on line orders. At that point I informed the company that I did not want the order if tax would be charged since I can place the order directly with the school and pay no tax or shipping. At that point I was told I could not cancel the order, but instead had to wait until I received it and then refuse the package.My complaints are as follows: 1. I do not feel it is fair that I was charged tax when all the paperwork I received from the school, which is generated by Yankee Candle, does not say that on line orders will be charged tax and it does not say anything on the website until after the order is submitted that tax will be charged.2. Upon learning about this issue I immediately requested my order be cancelled, which was only within a few hours of placing it, and I was refused the right to cancel the order.I requested this in writing via email and over a telephone conversation with a supervisor.I was very unhappy with the customer service offered by this organization. I felt it was abusive and unfair to the consumer.Thank you for your time and attention to this matter.Product_Or_Service: Candles and Candle AccesoriesOrder_Number: FWXXXXXXXXDesired SettlementI would like the order to be placed without charging me tax or shipping and was described in the flyer or the order cancelled and my money refunded. Business Response Tax exemption only qualifies for the paper orders shipping directly to the organization. The state enforces the on line taxing. The orders are taxed at the rate the tax rate of the ship to location. Guest request honored , she is refunded and we will have fed-ex return the order instead of having her refuse it.Orders ship within 24 hours which does not allow us time to cancel before the shipment.

un resolved issuereceived an order 2 candles damaged in shipment, spoke to a supervisor who reordered as one was no longer available. today being the [redacted] still no replacement order. called today and said no record of replacement sent. spoke to a rude supervisor named [redacted] who I've dealt with before and has no people skills at all.Desired Settlementreplacement and credit back for entire orderBusiness Response Guest spoke with representative that placed a replacement order on [redacted] for two candles. Then guest was issued another replacement order for one candle on [redacted] Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)i would like to speak to someone at the executive level on this issue thanks

Yankee Candle Fundraising operates a fraudulent based operation without the understanding of their business operations. I strongly encourage for others to not do business with this organization as it is highly unorganized and poorly run business. In a recent fundraising program that our dance studio participated with them when asked upon charges that did not make sense, the sales rep was not able to clarify. We asked for her to come to the studio to explain the charges and even then was not able to clarify. We asked for her to remove the shipping charges because the time we spent trying to solve where these additional charges came from. She said ok and she would inform her boss. She never did and then we received a past due bill. When called upon about the charges she claims that her boss will contact me and never has. They charge fees then are not able to justify them and their customer service falls short. It is not an honest company to deal with for fundraisers.Desired SettlementBased on our calculations they were not able to justify the [redacted] that was owed based on additional charges incurred. None of the funds rendered matched up and led us to assume we over charged and when asked for clarification we were left with the run around with no one to respond to us.Business Response [redacted] has spoken with me this AM. According to [redacted] the issue is now that the group was promised to have a credit of [redacted] for the shipping cost from the sales rep. [redacted] will issue the credit today for the [redacted] and we will send a confirmation to [redacted] and [redacted]. Situation is resolved.

Refund not honored, no further response from companyI contacted the Yankee Candle company about products I purchased which I wanted to return because they didn't work as advertised. (Specifically, I bought 12 almost anywhere jars which all needed to be returned.) I was given a mailing address to FedEx them back to the company. That was on January 26th. I sent them back within about three days and have since not gotten a refund, etc. from the company. I also sent an email response using the original message thread on February 13th to ask how long I should wait to receive my refund and no one responded. I expect to be refunded in full for all 12 almost anywhere jars. Because I have had such difficulties with this company and do not find their products or service to be satisfactory, I also ask that I receive an actual refund including all applicable taxes for Milwaukee, WI (5.6%) and not store credit. At $5.49 per item x 12 plus tax, the refund amount would be $69.57. In case it matters, the customer service representatives I wrote to about this issue were [redacted] and [redacted] I have the original emails if necessary.Desired SettlementThe text below is taken from the original in my last response. Because I have had such difficulties with this company and do not find their products or service to be satisfactory, I also ask that I receive an actual refund including all applicable taxes for Milwaukee, WI (5.6%) and not store credit. At $5.49 per item x 12 plus tax, the refund amount would be $69.57. I also expect an apology from the company as I do not understand why I have to fight them tooth and nail over something which amounted to falsely advertised products in the first place. This has dragged on long enough and I am not amused.Business Response Contact Name and Title: [redacted]Contact Email: [redacted]@yankeecandle.comA full refund including tax will be mailed by check and delivered to the above address within 10-12 business days.