ED Magedson – Founder
Diamond Candles candle stinks, poor customer service Internet
I purchased two Diamond Candles in the scents Lavender Lemon and Guava Berry. After receiving the candles I immediately lit the first one in hopes of filling my home with a lemony aroma with subtle hints of lavender, as stated in the description on the website. I lit the candle and left the room for about 30 minutes hoping to come back to smell a delightful fragrance. To my dismay, I walked into the living room only to smell a horrendous odor. It wreaked like a cross between burning plastic and citronella. I immediately contacted the company via email. They were fairly quick to reply (about 24 hours) and they stated in the email that they only replace candles that have not been burned. How exactly am I to know that the candle smells bad without burning it first? I am confused as to why they won't replace (I'm not requesting a refund) this awful smelling candle. The ring is intact and it is not what was described on the website. I am very disappointed.
I have been a very loyal customer, purchasing about 8 Diamond Candles in the past two years and referring many friends and family members to them. These candles cost about $25 each plus tax and shipping unless you are lucky enough to find a coupon code. I have never paid less than $20 per candle. At that price there definitely should be some sort of scent guarantee. I acknowledged that the other candle I ordered smelled wonderful and I have never complained about any of the other candle that I have purchased from them. Fortunately for me, I do have other options in the future since there are now many competitors. If anyone reads this, I would definitely recommend trying a different brand such as Jewelry in Candles or something similar with better customer service. I am extremely displeased with the customer support and the fact that I cannot speak with an actual person as they only answer questions via email communications. It is clear that they don't care about their customers at all.
This report was posted on Ripoff Report on 04/20/2014 03:06 PM and is a permanent record located here: http://www.ripoffreport.com/r/Diamond-Candles/internet/Diamond-Candles-candle-stinks-poor-customer-service-Internet-1140294. 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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