Virginia Gift Brands Smith Mountain Industries Took my money but did I did not get what I paid for Forest Virginia

Placed an online order with this company on 3/28/2016. Received the shipment on Friday 1st April. Upon opening the package that was shipped to me, one item was missing. It was a Woodwick Trilogy large candle - Autumn Comforts $24.99.

I phoned the company right away and the woman I spoke to took my details and said she would pass the information on to her superiors. I questioned why she could not remedy the situation herself, and she said she was not authorized to do so. I asked when I could expect to hear back about the issue and she laughed and said she was not sure as the person who was going to be dealing with the issue was going to be having a baby.

I told her that was not a good enough excuse I expected to hear from someone within 24hrs about the missing item. 

By Monday 4th April I had not heard anything so I called again and this time got a different person who said she doubted that a candle was missing as on her end it was marked as shipped, but never the less assured me that a replacement candle for the missing one would be shipped out to me that day. 

One week later, Monday April 10th, the candle had not arrived so I called again to request tracking information, got yet again a different person who placed me on hold for quite a long time only to tell me that she had no record of any replacement candle ever being shipped. 

She then told me all she could do was take my details and pass them on to her superior who would issue me a "coupon" via email for the value of the missing candle plus shipping so as I could go online and re-order it. 

It is now Tuesday 12th April and I have not heard from or received any such "coupon" from this company. I do not believe I ever will hear from them.

I am extremely shocked at how badly this company is run and how deceitful their practices are. I feel violated and upset that I was questioned about my truthfulness in not receiving the missing candle in my original shipment. I am very angry that no effort has been made by the company whatsoever to rectify the situation. 

I will never purchase this company's products ever again. Here are some poor customer service facts for you Virgina Gift brands - 52% of disgruntled customers will tell their family & friends, 32% will stop doing business with the company all together, and when these unhappy customers use social media to vent, 60% of consumers will be influenced by their comments. 

My next step will be to contact my credit card company to see what they can do to resolve the matter.