• Report: #976345

Complaint Review: 381 Candles

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  • Submitted: Fri, November 30, 2012
  • Updated: Fri, February 15, 2013

  • Reported By: Ann — Palmdale California United States of America
381 Candles
1014 Teal Trail Genoa City, Wisconsin United States of America

381 Candles Nicki Hildebrand Misinformed order, missing account information UNDELIVERED Order Genoa City, Wisconsin

*REBUTTAL Owner of company: Customer should read ALL guidelines

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I ordered candles from this company on October 25th in the amount of $237.50. Which included an outrageous shipping charge. I was told that I would receive the order sometime after the 5th of November,2012 with the latest ship date being Saturday the 10th. During this time I waited for my order to arrive, and regularly checked their facebook page for any updates on there promotional orders. One day I went on there and the Owner had stated that she had "Updated" her website and all of our account/order info no longer became accessible.

This concerned me because I had no way of showing that my order was even placed other than my bank statements charge. I tried numerous times to contact them thru email at sales@381candles.com so that I could find out where my order was and asked numerous times to get a copy of the original invoice for my order. I sent emails on the 9th of Nov, 10th, 13th and 15th with no response. So then I decided to go to the facebook wall and ask my questions there. Nicki stated that there were some orders that didn't get to there destinations and that she would be remaking and sending them out the day after Thanksgiving on 11-24-12.

I had a feeling that this thread would come and go so I made screen shots of what was said to assure I had some sort of evidence. I asked if she could confirm that my orders were reshipped and she stated that if I hadn't received my order as of that day and if it was for the October promotion I would receive them shortly.(Next day entire thread of my question and other people was conveniently deleted . Now on the 26th of Nov I still haven't received my order. I email again once more asking for my invoice and where my candles are at, and told her that I would be reporting her to the BBB. And surprise with in minutes I finally get an answer.

Nicki told me that if I didn't receive my order before Friday 11/30 that she would be more than happy to issue me a refund. Which was then followed by tracking numbers stating that my order had been delivered on the 19th of the month, however I didn't receive them. Another email goes out because I am soooo frustrated with this company. If I would have had the tracking information when it was first requested maybe I could have prevented the loss. And per her website you are aloud to request this information. "If you require proof that the package was mailed, 3-8-1 will provide that via email or fax. " NOWHERE does it say oh you have to wait to request this information after something bad has happened. Needless to say I am out of my $237.50 not happy with this company or their customer service practices. 

This report was posted on Ripoff Report on 11/30/2012 06:58 PM and is a permanent record located here: http://www.ripoffreport.com/r/381-Candles/Genoa-City-Wisconsin-/381-Candles-Nicki-Hildebrand-Misinformed-order-missing-account-information-UNDELIVERED-Or-976345. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 0Consumer 1Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Owner of company

Customer should read ALL guidelines

AUTHOR: 3-8-1 Candles - (United States of America)

In regards to her packages that have gone MIA, 3-8-1 Candles held up their part of the transaction.  At the time the customer purchased the item they were made very well aware that if they purchased USPS shipping as their option that 3-8-1 Candles is not liable for any missing or damaged packages.  It was highly suggested to use FedEx as their shipping option, which they did not.
3-8-1 Candles is a growing company (newly started in June of 2012), as the supply and demand increases, we were forced to make a change to a new Web site.  Customers were made aware of the change at that time.  It is clearly stated on our new Web site to request an invoice from the previous Web site within 7 days.  Ann had requested it 12 days later.  There were
numerous e-mails and communication with this customer.
3-8-1
Candles fulfilled the customers order, mailed it in a package, and shipped it via USPS, just as the customer requested.  USPS lost their package, so the real business that should be brought to this rip off report is USPS,
not 3-8-1 Candles.

Below is the tracking information for both of her packages: BOTH claim delivered.
9405509699939224030862

9405509699939224030879

Here is information copied directly from our FAQ and Shipping information directly from our Web site:
SHIPPINGATTENTION U.S. CUSTOMERS:
USPS SHIPPING:  3-8-1 is not responsible for damage incurred by USPS, or for package loss by USPS. When candles leave our workshop, they are well packaged and fully protected against any and all normal postal conditions. If your candle is damaged or does not arrive, we are therefore unable to take responsibility for its replacement. If you require proof that the package was mailed, 3-8-1 will provide that via email or fax.

**Please note - If you pay via Credit Card and choose the USPS option for shipping, you will not receive tracking
information.  You you pay via PayPal and choose the USPS option for shipping, you will receive a tracking e-mail.

If you choose FedEx as your shipping option, you will always receive tracking information

More information from our FAQ section of our Web site:

Q.  Can I Get an Invoice for my Order?
A. 
Yes! You can get an invoice for your order at the time of the order by choosing to print it when given the option. IF you choose to deny that option, we will still make every effort to get an invoice printed for you as long as you submit your request within 7 days after the original order.

Q.  What do I do if a package is missing or broken?
A. We offer two shipping methods:  USPS Priority Mail and FedEx.  We highly suggest selecting FedEx as your shipping method.  All of our candles are wrapped exceptionally well when they leave the shop.  If a candle arrives broken and it is sent via USPS 3-8-1 Candles is not responsible for any damages incurred.  There is no insurance on these packages.  Using the FedEx option ensures that the proper insurance is in place and all damages will be covered.

As you can tell, 3-8-1 Candles puts information all over our Web site in regards to this exact situation that has happened with this customer.  Even though our Web site clearly states that we do not cover any loss or damage by USPS, I still took the time to research the problem for her. I contacted USPS, and they stated to me that there was nothing they could do in this instance, that information was also relayed to the customer via e-mail.

We were made aware that there are significant shipping issues with USPS, by USPS,  and no longer carry them as a shipping option with our company.  We solely ship via FedEx in an effort to minimize any negative repercussions in regards to shipping.
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