candle guy

Hi Ashley, We’re genuinely sorry that you and the person you gifted the candle to didn’t enjoy it. That’s exactly why we reached out right away and offered multiple solutions — including our 30-day satisfaction guarantee, which covers a full refund even if a candle has already been opened, gifted, or lit. No customer has to keep a candle they don’t love. To give some context for anyone reading: • The candle’s size is shown three times on the product page — in inches, ounces, and milliliters — along with photos of the exact product received. • “Sandalwood Amber” is one of our best-reviewed scents and a customer favorite, though scent is of course subjective. • Within minutes of your initial email, you informed us that you intended to post negative comments “on every ad” regardless of the solution offered. • Despite several messages from us offering a refund, a replacement, or any other form of help, you declined every option and chose to continue posting publicly instead. We completely respect honest feedback — it helps small businesses like ours grow. But fairness also matters. When a customer refuses any resolution, states openly that they intend to damage our reputation, and ignores every attempt at problem-solving, it becomes impossible for us to provide the support we normally pride ourselves on. We’re a small team that puts a lot of heart into what we do, and we stand behind our products and our guarantee. If something isn’t right, we fix it. If someone doesn’t like a scent, we refund it. If a gift didn’t land as expected, we still take care of it. That offer has been on the table from the start and remains there now. Should you change your mind and want to resolve this the normal way — with a refund or replacement — we’re here and happy to help. Until then, we hope future shoppers reading this can see the full picture of the interaction and how hard we tried to find a fair outcome. Best, The Candle Guy Team

Hi David, We really tried to reach you — by email and by phone — because we genuinely wanted to fix this for you. We never want anyone sitting at home with a candle they’re unhappy with, especially when our 30-day satisfaction guarantee exists exactly for situations like this. If the size, scent, or overall vibe wasn’t right for you, that’s totally okay. Returning it for a full refund is always an option with us. Just for clarity: the candle size is listed three times on the product page, including measurements in inches, ounces, and milliliters. We do that because we know shopping online can be tricky, and we want customers to know exactly what’s coming their way. But even with all that info, expectations and real-life experience don’t always match — it happens, and that’s why we have our guarantee. We’re a small business, and we truly mean it when we say we value every single customer. We pour (literally!) a lot of heart into what we do. If someone doesn’t love their candle, we’ll bend over backward to make things right. Replace it, refund it, send a different scent — if necessary, we’ll gift the candle to make sure no one leaves unhappy. What makes this one extra unfortunate is simply that we never got the chance to help you. We still hope you might reach out after seeing this response, because solving problems is something we take seriously. And honestly, nothing makes our day more than turning a disappointed customer into a happy one. Whenever you’re ready, we’re right here and happy to help.

Hi José, Thank you again for taking the time to update your comment and explain what happened. We really appreciate your honesty — email filters can be unpredictable, and USPS delays happen more often than any of us would like. We’re glad the situation is now fully resolved and that your order is on its way to you. If you need anything else while it’s being delivered, we’re here to help immediately. Since the issue has been clarified and wasn’t related to Candle Guy, future customers reading this might appreciate an updated rating that reflects your experience after everything was sorted out — but of course, that decision is completely up to you. We’re grateful you reached out and explained the situation either way. Wishing you a smooth delivery and hoping you enjoy your candle once it arrives! Warm regards, The Candle Guy Team