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Scam: #14548

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Business

  • Posted By: Anonymous
  • Submitted: 12/24/2012
  • Severity: 8
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Nicki Hildebrand

Horrible Business with a horrible owner

Genoa City, Wisconsin

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.

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  • NickiH
  • Submitted: 12/24/2012
Ann, you have tried to report this to the BBB already, and that did not happen, because you are in the wrong. As stated to you many times, and clearly visible on our Web site it states this:

ATTENTION 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.

So, if your orders have been tracked and CONFIRMED delivered by the delivering company (USPS) Shouldn't you go after USPS? The company you purchased from clearly did their part by filling and shipping your order, but because a different company (of your choosing, and you had a choice in) lost it, it's up to the original company who did nothing wrong to replace it?

9405509699939224030862

9405509699939224030879

Track them - they're both delivered.
  • NickiH
  • Submitted: 12/24/2012
Ann, you have tried to report this to the BBB already, and that did not happen, because you are in the wrong. As stated to you many times, and clearly visible on our Web site it states this:

ATTENTION 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.

So, if your orders have been tracked and CONFIRMED delivered by the delivering company (USPS) Shouldn't you go after USPS? The company you purchased from clearly did their part by filling and shipping your order, but because a different company (of your choosing, and you had a choice in) lost it, it's up to the original company who did nothing wrong to replace it?

9405509699939224030862

9405509699939224030879

Track them - they're both delivered.
  • NickiH
  • Submitted: 12/24/2012
Here is more information from the Web site you placed your order on:

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.

Also, I see that you claim we charge SO much for shipping, however, I suggest you find out how much the cost really consists of to ship something of that weight. Hence, the reason why you chose USPS over FedEx...which was the option that you opted out of because they cost more, BUT they cover ANY loss or damage.

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