Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I placed an online order for 2 candles from Enchanted Sugar LLC in Albuquerque New Mexico June 14, 2024. My credit card was charged and I was told I would receive an email when the order shipped. After not receiving any notification of shipment, I contacted Juliette M*******, the owner of Enchanted Sugar, and was told that due to the high temperatures (I live in Phoenix, AZ), that she could not ship until the temperatures came down. Since the temperatures have cooled, she has had many more excuses all telling me that my order would be shipped soon. I trusted her from the beginning so now it's too late to dispute the charge with my credit card issuer. I've contacted the NM Attorney General's office. They contacted Ms. M******* and she's basically lied to them. I've read reviews online and on Facebook and apparently similar things are happening to others as well, people placing orders, credit cards being charged then no product received. While my order was only $32.00, it is disappointing and hurtful to trust a company and then not receive the product that was ordered. It's fraudulent. The AG's office says they've done all they can, is this something you can assist with? Or do you have other suggestions? Obviously, this isn't worth the expense of hiring an attorney for and if it were just me that would be one thing. Yet the fact that she seems to be treating others this way recently is problematic.

  Business response

  01/02/2025

  I have been sick and this delayed shipping. We will be shipping again on Monday. Ms. ******* can wait until then or get a refund.  

  Customer response

  01/02/2025

  Complaint: ********
  
  I am rejecting this response because:  this is her method of operation.  It's always an excuse.  She sent me a text on December 26, 2024 stating that she poured 1 of the candles for me, it takes a weeks to cure and she wouldn't ship until January 2, 2025.  I was giving her today before I sent her another text since I've received no notification of shipment.  This is what she's done to me for the past 5 months at best.  She's always "pouring or won't be shipping until".  If I'm to believe her response, my question is what Monday will it ship?  If I don't receive the 2 candles that I ordered by next week Friday, January 10, 2025, I would like a refund at that point.  I'm tired of this from her.
  
  Regards,
  
  ******* *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  01/10/2025

  I have send two candles to the customer, it shipped on January 6th via UPS #:  ******************.

  The customer paid for two travel tin candles ($12/each).  I offered to upgrade her order due to the delay and send her two tumblers ($29/each).  She agreed.   She chose a candle that had to be created and cured for her.   I explained this to her.

   

  
  

  Customer response

  01/10/2025

  Complaint: ********
  
  I am rejecting this response because:
  I have not received the candles yet.  I did receive the shipping notification but there seems to be a problem.  I filed a claim with UPS because the package seems to be lost.  I don't want this claim closed until I receive the candles if I ever do.  And for the record, she never mentioned upgrading my order.  I did have to pick a different candle fragrance due to her not being able to get the original fragrance that I had chosen (lilac).  She also never communicated that she would have to pour the fragrance that I did select.  I would like this to be over and I don't know if the problem now is UPS's or not but with all I've gone through with this vendor, I'm not willing to let this go until I hear more from UPS.  I'm disbelieving enough to think that she's found the perfect way out of this.  And I'm sorry to continue to be snarky, I've just been promised the candles for so long yet have not received them.
  
  
  Regards,
  
  ******* *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  11/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased two products online on October 24, 2024, for a total of $67.00 plus $5.42 taxes. I also paid $9.75 for shipping. The digital purchase response stated, "Thank you for your purchase! We're getting your order ready to be shipped. We will notify you when it has been sent." My credit card was charged on October 25, 2024. I was never notified of product shipping. The company does not have a listed phone number, and they have not responded to email or online contact form inquiries. In short, my order was never fulfilled, and my credit card was charged.

  Business response

  12/24/2024

  I have been sick and that created a backlog when it comes to shipping our product. However, I literally have the item packed and it will ship today. Ms. ******* can call us today if she wants a refund instead since she intended the item to be an Xmas gift. 

  Customer response

  12/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I would still like to receive the products that I paid for.
  
  Regards,
  
  ****** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩