Yankee Candle Company Customer Service Issues

On Saturday, 9/29/18, I visited your store at Towson Town Center in the mall. They had a great sale, so I purchased several candles for my son. The helpful staff informed me about the offer of 6 candles for $60. I spent $66.78 and wanted to buy more, but I was flying home the next day and couldn't accommodate them due to their weight. The customer service there was superb, which is why I've always been a fan of Yankee Candle for the past 22 years. Unfortunately, my experience at your West Farms store on Sunday at 4:00 pm was disappointing. The store associate rudely informed me that the sale was only for coupon holders. Her attitude and lack of assistance made me leave without making a purchase. Unless I receive a response addressing this issue, I may consider shopping elsewhere for candles. I hope someone can address the behavior of the associate at West Farms. My customer number is [redacted]23. Thank you.

I visited Yankee Candle in the Boardwalk Shopping Center in Kansas City, Missouri. I presented a coupon to the employee and asked if it was valid for the two-for-$36 candle promotion. He confirmed it was. I spent over 40 minutes selecting candles, including some for Christmas. At checkout, the coupon was suddenly rejected. I reminded the employee of his earlier confirmation, emphasizing I wouldn't have spent so long shopping if the coupon wasn't accepted. This experience has led me to reconsider shopping at Yankee Candle in the future. Honoring what your representatives promise, like accepting coupons, is crucial to customer satisfaction. I will share my disappointment with my family and friends. It seems feedback like this may not matter, given the indifference of the store representative.

I visited store [redacted] and was welcomed by Dakota Stewart. He asked about my preferences and patiently showed me different candles despite my limited vision without glasses. Thanks to his help, my purchase of one small candle turned into three - 2 large Woodwicks and 1 small candle. Dakota did an exceptional job, guiding me without pressure and focusing on my likes. He truly made my shopping experience better. I want to commend him for his outstanding service. I plan to return in September for more candles and specifically request his assistance. Thank you, Dakota, for a great shopping experience! Sincerely, Dawn P. Transaction #[redacted], dated 6.29.19, Customer #[redacted]38

Attention Management and Buyers, I recently received my order of Yankee Candles and Boney products on 08-31-19. However, I encountered manufacturing defects in the items received. Specifically, item #[redacted] J/H Boney Circus had defects in the door, and item #[redacted] V/H Boney on Stilts had issues with the drum holding the votive candle. I returned these items to store #[redacted] in Davenport, Iowa, and Manager Dennise handled the exchange efficiently. I also bought the Halloween Friends Collection Kookie Kitty (Item #[redacted]) and had to inspect several before finding one without manufacturing flaws. I intended to purchase the Boney Bunch Cannon (Item #[redacted]) but found similar defects in the store’s inventory. As a frequent collector of your products, I am disappointed in the quality control issues I encountered. I hope this matter can be promptly addressed and resolved. My new order number is #w[redacted]. Thank you, Mrs. Susan Spence [redacted] US Highway [redacted] Alpha, IL [redacted] [redacted] [redacted]

I bought 4 votives and 2 car fresheners on 9/20/[redacted] with Order #W[redacted]. I selected the option to ship to different addresses, which I did. However, the confirmation email showed everything coming to my address. I tried to call for help but your customer service was closed until 9/23/[redacted]. When I finally reached out, I was informed that orders cannot be split. Please ensure that your options align with your policies to avoid confusion and inconvenience. As I now have to arrange for shipping to the correct address myself, I no longer wish to proceed with the order due to the error. Despite attempting to cancel within 24 hours, I was unable to get through to your helpline. I am disappointed by this experience and expect better from your reputable company. I respectfully request to cancel my order and receive a full refund. Please review and update your order forms and provide correct training to your staff. Thank you. Regards, A.N.

I am a loyal Yankee Candle customer. Recently, I purchased two sets of the Merry, Bright, Joy candles. Despite my efforts trimming the wicks regularly, they kept causing raging fires, blackening the glass jars, and only burning halfway through the candle before the wick gave out. I bought them at the nearby Walmart and didn't keep the receipt since I typically don't have problems with Yankee Candle products. However, I am truly disappointed in the quality of these sets - it feels like a waste of money.

I bought two sets of the Joy, Merry, Bright candle sets from my local Walmart and I am extremely disappointed. I usually love Yankee candles, but these were the worst! Not only did I have to constantly trim the wicks, but they kept producing black smoke and causing the jars to blacken with large flames. Additionally, the wicks burned out halfway through! Since I never face issues with Yankee candles, I did not keep my receipts - I didn't think I needed to. It was such a waste of money!

I recently returned some candles because they did not have any scent when burning. Each candle cost $17.70, but they were on sale for $11.00. The cashier had trouble processing the return, so the manager guided her through it. The manager instructed to refund each candle at $11.00 and manually override the remaining $6.70. There were a total of five candles. I planned to buy different scents for my family. When I inquired about the refund amount, the cashier mentioned it was the manager's decision and that adjustments couldn't be made. The manager later called me and was rude, threatening to increase prices if I insisted on correct refunds. This treatment was unacceptable. I am owed the proper refund, not just the sale price. I also hope for an apology from the Store Manager and proper training for the staff to avoid such incidents in the future. This experience makes me prefer online shopping to avoid similar encounters in physical stores.

I made a purchase using PayPal a few weeks ago; the charge was over $88. However, as of 12/16/19, I have not received my order. When checking my order history, it shows that I have never placed any orders, despite years of online shopping. I have been attempting to contact customer service for three days but have been unsuccessful due to high call volumes. It's frustrating that the website is not showing my past order history, and I am disappointed that I have been charged without receiving my candles, which were intended as Christmas gifts.

I placed an order several weeks ago, way before the Christmas rush. I paid $88.00 through PayPal for 6 candles during the 3/$39 sale. However, as of today, 12/16/19, I have not received the order. When I check my order history on the website, it shows that I have no previous orders, which is incorrect since I have placed many orders with Y.C. I have not received any confirmation if the order has been shipped. I have been unable to reach customer service at Y.C. due to the high call volume and no chat option available. I have been trying to resolve this for the past 3 days, and I am feeling very frustrated and upset.

I did not receive any delivery schedule notification. I was unable to reach customer service; waiting for 30 minutes without success. When I finally got through, I waited on hold for 30+ minutes. There was no option to request a callback. Upon receiving a partial order, one candle's glass was shattered, leaving glass everywhere. I did not receive an invoice, leaving me in the dark about the remaining items, payment details, etc. If I had known some candles were out of stock, I would have picked a different scent. It's disappointing that I won't be able to select candles at the sale price again. I've emailed Yankee Candle multiple times without any response. This experience with Yankee Candle has left me extremely disappointed. I am uncertain if the partial order received was from the 12/5 order or the 12/12 order. I will try calling Yankee Candle again, even though I am frustrated.

I recently purchased 6 candles from your store at the price of $32.50 each. There was a promotion for buy 3 get 3 free. Unfortunately, one of the candles, the 2 wick sparkling cinnamon, is not meeting my expectations. The scent is not strong enough, and it burns too quickly. I was initially told I could exchange it even if I had burned it for 10 to 12 hours. After burning it for approximately 10 hours, I returned it to the Pickering Town Centre store in Pickering, Ontario. However, I was informed that I had burned it too much for an exchange. I spent around $[redacted] at your store and would appreciate it if you could contact them on my behalf to arrange for an exchange or refund. Thank you.

I'm very disappointed with the two Yankee candles I bought from Sainsbury's UK. There is no scent at all, you can't even detect it. One is sweet sugar plum, and the other is evergreen pine & rosemary. I usually trust Yankee candles to give off a lovely fragrance, but these two are a letdown. While I've had some candles I wasn't pleased with before, these are too expensive for me not to complain about.

I received only 5 out of the 8 candles I ordered. Additionally, I am disappointed because you decided not to ship one item after I placed my order, affecting my coupon for the Buy One Get One free deal. I have contacted customer service regarding issues with my last two orders but have still not received a satisfactory resolution. I will not be making any future purchases and plan to share my negative experiences on social media. Despite being a loyal customer spending hundreds of dollars annually at Yankee, I have faced numerous challenges in the past few years. Moving forward, I will support a local candle vendor for better customer service, even if it means higher prices. Sincerely, J. Rodriguez

I bought an electric wax melt around a year ago, but it has suddenly stopped working. I brought it to the store for assistance, but the staff suggested replacing the bulb, even though there doesn't seem to be one inside. I attempted to upload a picture of the product here but was unsuccessful. Can you advise on how I can get it repaired? My electric wax melt model is similar to the Twilight Silhouettes. Thank you for addressing this issue.

I encountered some challenges with the phone customer service representatives regarding my missing Christmas gifts. After being informed that they were in Ohio, I was promised a call back, which never happened. The ordered items arrived too late for my use, so I attempted to return them at the Yankee store. I was surprised to learn that I needed printed copies of emails for the return process, as I don't own a smartphone, computer, or printer. Typically, other stores accept returns with just an invoice, credit card, or email confirmation. The store employee insisted I needed a printout of all emails from my purchases to proceed with the return. I am unfamiliar with this practice and would appreciate prompt email documentation for the returns and an explanation for the delay.

My wife placed an order for candles, but it was unexpectedly cancelled. When she called customer service, Claudine Alcala assisted her and requested our banking details and phone number. This action goes against industry standards we adhere to in our professions. We escalated the issue to John Ericson who denied that such information was requested. Due to this incident, my wife, a loyal customer, has decided to stop shopping with your company. I have provided my email and ask for a representative from the corporate office to contact me at [redacted].