Due to my dissatisfaction with this company and seemingly unscrupulous dealings, I was researching the web and came across this site. If anyone reading this is making a consideration to purchase - save yourself some trouble.
Since my purchase of the 30 display distributorship in March of this year, I have called the so-called customer service line and only been able to speak to two ladies (Janet - about 95% and another lady about 5%). Unfortunately, over 90% of my questions have not been able to be handled or answered by either. The usual answer I received was I don't know - I have to get back to you, I have to speak to Mitch (Customer Service Manager) about your question or request.
I finally had enough with excuses and unacceptable solutions to issues I needed addressed. I wrote a letter to Mitch regarding my most important concern - the misrepresentation of what I based my decision to invest over $10,000 on.
The candle that was sent as part of the sales package was highly scented - that is the scent lingered through several rooms, wrapped in a durable shrink-wrap, contained a disk on top with vent holes, had the scent clearly displayed and had an ExpresScents label affixed on the bottom.
Almost half of the shipment of the candles I received was shrink wrapped from top to bottom (no way for customers to smell the candle) in flimsy plastic (it tore when the chain rubbed it)-thereby scratching the candle, they have not only one but two different scents on the bottom (I have no idea how the customer would know what they ordered or which scent to reorder?), and had a label affixed on the bottom from some unknown company called the American Candle company. I have also had to cut away the flimsy plastic to have these candles match in appearance to the more durably wrapped candles, leaving a very unsellable candle.
None of the candles have a disk with scent holes which not only retains the scent of the candles but most importantly protects it from dust, etc. I would never imagine that I would have to WASH - yes wash these candles. Amazingly, boxes and boxes of candles in my home did not produce the scent that the initial candle produced.
Over a third of the charms and chains used have broken. When brought to the attention of customer service (Janet), I was told the company has had problems with certain styles of the charms and changes have been made accordingly. I could not understand if that was known why I was shipped several styles of the same charm that had already been proven defective.
Since a letter sent to the company regarding so many issues and misrepresentations, I received a call from Mitch. It was one of the most absurd conversations I have ever experienced. A few highlights of the conversation: re: Unknown American Candles I received - Mitchs' response - they were mistakenly shipped somehow due to some change in shifts of people packing shipments??? Re: breakage of charms/chains - Mitchs' response - no one said ExpresScents produced departmental store quality jewelry. Re: Fundraising - I would have to cut and paste pictures from the catalog even though I was told they have their on in-house printing/designers.
It was also suggested that I was lazy - since one distributor he knew sold over 1500 candles - why couldn't I. When asked about the multitude of company names, Country Kitchen, Elite Designs, ExpresScents, etc. He referred to General Electric - and later said it was no concern of mine. When I told him the candle I received had a protective cover over the top with vent holes - he asked what other companies' candles have I seen with that feature. A few I suggested was Michaels Arts and Crafts, Walmart, and a few others. What took the cake was when he said the candle I received to make my decision to make my investment was only a SAMPLE. I guessed I should have asked a sample of what???
Since our conversation, I have received a letter denying my request for a refund - cost of items sold. The solution presented after several months, calls to customer service, letter, and persistence is to return the unknown American candles and broken chains for a new supply.
NONE of the candles I received are reflective of the SAMPLE I made my decision on. Who is going to refund me for the loss revenue/sales of not being able to place these candles? Who is going to pay for return shipping of the candles and multitude of broken chains and charms?
I could go on, but I see other distributors have encountered some of the same issues I mentioned and others I did not address. It is sad and dissapointing to see so many others confronted with the same issues, stress, investment of time and loss of such a large financial investment to a company that is not worthy.
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