Report: #1077608

Complaint Review: Diamond Candles

  • Submitted: Tue, August 20, 2013
  • Updated: Tue, August 20, 2013
  • Reported By: AngelaB650 — San Mateo California
  • Diamond Candles

    Pierre, South Dakota

Show customers why they should trust your business over your competitors...


I would like to share my story with future buyers of I placed my order on August 1, 2013 and read all the shipping information available to me, provided by Diamond Candles. It was simply stated that Standard Shipping: Orders will generally arrive within 5 to 7 business days. I have now waited 18 days. I have been following the tracking information like nobodies business and on the 9th my candle was in Sacramento, which is approximately 80 miles from my home. I waited patiently as my candle sat there in Sacramento to only see that it was then being shipped back to Saint Paul, Minnesota. What in the world, why? So guess where my candle is on day 18 - its in Sacramento AGAIN! I have made numerous efforts to contact the company - with only once to get a reply with my tracking number and a coupon code for 25% off my next order. What makes you think I want to order from your company again with such horrible customer service, I sent 5 emails telling you what was going on. I also let them know that I would be sharing my experience with anyone that will listen and this is the first place to start. Here is hoping that someone from their company attempts to make this right, and not by just offering me some discount again.

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#1 Author of original report

They are making it right....

AUTHOR: AngelaB650 - ()

 Diamond Candles has since made an attempt to rectify the situation - I have placed my order and paid my shipping and will update once I receive the next order.

Thank you for your assitance and understanding my frustration.

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#2 Author of original report

No issues w/FedEx... Just Diamond Candles

AUTHOR: AngelaB650 - ()

I actually have spoken to Federal Express who in turn has asked that I contact you as to what the issue was with the shipping and as to why it would have been bounced around and back to your hub station.

I do have an issue with the fact that I have sent numerous emails to your company and have voiced my concerns about the situation and nobody has responded. I sent quite a few emails in hopes of you wanting to resolve this situation but sadly you have choosen to either ignore me or send me tracking information that I already had.

I would have prefered more communication for your company, not these generic emails or responses telling me who I should have a problem with - my order was placed with you not federal express and it just disturbs me that some of the people that have used my code to order got their candles in no time flat - including someone that ordered 2 weeks after me. 

You could have done more like called me after the 2 voicemail messages I left, or emailed me after the first issues instead you left me no choice but to voice my concerns over the internet.

I have heard from numerous people, and so far we all agree your customer service is below even minimal - you spend more time posting stuff on facebook than you do interacting with customers that could use your assistance. Consider this, were your bread and butter facebook doesnt pay you to post on their page and most customers would probably appreciate you being more active in contacting them then posting your "giveaways" that spam people.

Best of luck to your company, and I hope you work on your customer service department.

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#3 UPDATE Employee

Fedex super long shipping time

AUTHOR: Savannah - ()

Hi Angela,

I am very sorry that you have had such a poor experience with our company.  I looked into your order and would like to help provide some further assistance and insight.

Our records indicate that we packed your order and sent it on its way in the hands of Fedex on August 2nd.  Diamond Candles has not had any play in your package since it left our facility on August 2nd.  The fact that your package was in Sacramento, Ca, and then shipped back to the Fedex hub in Minnesota is very troubling and something that I plan on having investigated as we did not sign up with them to have them bouncing packages around like that.  This complaint here should have been posted to Fedex and not Diamond Candles. 

That being said, we still don't appreciate the fact that our shipping company, the company that advises us it takes approximately 5-7 business days for a package to be delivered, to cause our customers issues.  I have located your ticket in our systems and will continue assisting you via it.

I am very sorry for the delays that the Fedex Company has caused and urge you to post your issue outlined here to them.  They, in turn, should be able to provide a reason for the package going back to Minnesota and then California again, whereas I am incapable of providing a valid reason since I work for Diamond Candles and not Fedex.



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