Went to use the BOGO deals and they cancelled ALL my free items. Always "Out of Stock." NOT WORTH IT YOUR PATIENCE, TIME, OR MONEY!

I placed an order online, my first with them although I've been a long time customer in store for years. I experienced an issue with my payment method (Apple Pay), my account had been hacked or someone had tried to hack it, all they did was update my mailing address. During checkout the website didn't ask to verify shipping, it just pulled the address from Apple Pay. I immediately emailed Yankee Candle about the issue and called first thing the following morning. The rep I spoke with assured me the order would be cancelled and not to worry, she said she would take care of it and email me later to confirm. Later that day I received an email stating part of my order had been cancelled, since into part was cancelled I called again. This time the rep said they would submit the cancellation request, request meaning it wasn't guaranteed which isn't what the first rep advised. She also said she would email be confirmation. I let the rep know it must be cancelled, she told me not to worry because if the cancellation fails it will be shipped back to Yankee by whoever incorrectly received it and then Yankee would refund me for the order. I was absolutely stunned, I explained whoever it is delivered to had hacked into my account and obviously wouldn't be sending it back. The person claimed to understand the situation and stated they would take care of it and again stated I would be emailed. I asked the order to be sent to the nearest store if it cannot be cancelled, the rep said that would be fine and again not to worry. I hadn't heard back for a few days so I emailed them again, no response. I reached out in Twitter and IG, IG I did receive a response which stated they would contact both phone reps and ask that they email me with an update and not to worry they will make sure the issue is resolved. I didn't get an email from either rep and IG stopped responding. I did receive an email that the order was shipped still to the wrong address.

I'm at a complete loss with this, I never received a response for either of the emails I sent which was nearly a week ago, I never got any communication from Yankee apart from shipping confirmation and notification. This used to be a decent company, Lin store customer service was fantastic. It's so sad that it's become what it is now. DO NOT SHOP WITH YANKEE ONLINE! The reps will LIE, they will say whatever they think you want to hear in order to end the call. They will NOT help you, nobody will. Go in person or switch to a brand that treats their customers properly.

I have come to HATE Yankee Candle but my wife loves them so I continue the battle. EVERY time I order online there is an issue. Upon moving to Myrtle Beach, we learned there were two stores here and thought our Yankee Candle conundrum was over. They shutdown the better of the two stores. Now, due to Covid-19 pandemic; I am back to battling online and customer service issues. I had a coupon for Buy 3, Get 3. After carefully placing my order and putting in coupon code, I submitted order. For some reason my debit card didn't process at that time, but it did process an hour later; after the order had already been processed on credit card. I was confused because my debit card had more than enough to cover the $113 and some few cents that attempted to be processed. An hour later I received a notification from my bank that Yankee Candle had charged my debit card, my confusion became more complex. I than checked my credit card online only to find Yankee Candle had processed $210 and some few cents to my credit card; this was the amount WITHOUT my coupon. I pick up the phone to make the dreaded "customer service" call. I informed "Richard" that I was livid and if he couldn't deal with it to go ahead and get me a supervisor.He assured me he was capable... FYI, he wasn't. The charge on my debit card was reversed, so I told "Richard" to cancel the order and reverse the charges on my credit card. He told me he could only refund and it would be put back on my card in 3-5 business days. After screaming numerous choices words and two requests for supervisor I thought I was going to get somewhere. NOPE! The supervisor told me I had two options; had the difference refunded or cancel order and refund the entire amount. I told her neither. I wanted my charges reversed. She said it couldn't be done; BUT they had reversed the charges to my debit card. I have worked as General Manager for years and I know it can be done. I also told her if she cancelled the order that she would lose a customer. At this point I have been on the phone for an hour and I needed compensation for having to do the job Yankee Candle should have done correctly the first time. She then tells me she has a third option. WAIT! She just told me I had two, where did this third option come from? This is where the poor customer service comes in. She tells me as a one time deal, she will ship my complete order and refund my the full amount. That sounds great! BUT remember the poor customer service! She guaranteed me she would personally keep an eye on my order and as soon as it shipped, she would process a refund. Skeptically, I agreed. This all took place Thursday, May 7,2020. My order shipped Monday, May 11,2020 and was received on Wednesday, May 13,2020. I still hadn't seen a refund on my card so, again I pick up the phone for the dreaded call. I spoke with "Wendy" to explain the situation. She had to look at the order. Can you guess what happened? That's right boys and girls! The refund hadn't been processed yet! Wendy assured me she has now processed it; yeah, right. Meanwhile, here we are on Friday, May 15,2020. I am sick and tired of the lies that Yankee Candle customer service spews from its vial mouth. They care nothing about customer service; only your money. The CEO needs to be fired. The head of customer care needs to be fired. 96 reviews on sitejabbers gives them a 1.56 stars. This is not acceptable as a business. If the CEO will contact me, I will be more than happy to explain why the / she is a failure. Please shut the doors on this horrible company.

Happiness Guarantee.
Yankee Candle you fail! "Happiness Guarantee" in fact Disappoint Guarantee. I place an order online on 12/16/2019 and I received a confirmation information with an order number w*******769 standard shipping 6-8 days. Because of Holidays I let days pass as consideration. Days pass, weeks pass and I start to concerned. I decided to sent an email finally on January 4,2020 asking about the status. NOBODY replies, checked spam emails just in case I cover all the bases. Today January 7th, 2020 I called. The gentleman in the line apologize etc. the explanation in other words was order was on hold on the warehouse, he said he talked or will with the warehouse to release it. I told him that I was patient enough and that I need it for this upcoming Saturday. That I also sent email and nobody replies nobody calls me. He said he will be informed that to the warehouse and that I will be receiving emails about it. I already beyond disappointed already. We hang up. Later I check the email and SURPRISE! The 1st line on top of the copy of my order said in RED Cancelled Item(s). I called again. After verifying my information several times, the lady confirmed my order was CANCELLED! WHY? Because they don't have it supposedly in stock, that I have to place an order again REALLY! I told her that wasn't what the other person told me, if I don't call, I'm probably be hoping waiting to received it for nothing because they never called you or informed you properly to manage your order. I order the same item year ago and never had this level of irresponsibility, lack of business skill and poor and neglected customer service. Why I have to place the order again? Yankee Candle mess up the entire process, why you don't fix it in any of the 2 phone calls I did or email that I sent and informed in a timely matter what was going on to fix it. Why I have to go to the struggle again to order online? Why if you don't have the one, I order why you don't offer right away change it for other one available to avoid your customer go again thru all the process? Who will guarantee that if I place the order online again you will have it available and waste my time again? You don't have an idea of how much important and how much this gift that I was waiting meant to me. This was an awful experience!

I had a horrible experience with my recent online order at yankeecandles.com. I order candles from online website all the times but this last time was the worst of the worst. They had the deal buy 2 get 2 at the time. At check out I put in my promotion code and prices looked correct with promotion applied with taxes included. Then I made my payment with the price shown. A few days later, while checking my statement, it showed they charged me 8 large candle tumblers at FULL price (which should be only 1/2 the amount due to buy 2 get 2 promotion). I immediately called customer service and expressed my concerns of why I was overcharged from the amount I'm supposed to pay. The representive apologized and said they had a system update recently and had a glitch. She told me I need to call back when I received my order, as of right now she can't do anything about it but will put notations down in my account so it would be easier when I call back. A week later after my order arrived, I called customer service again and stated my problem. It was a different rep this time (Arleen) and she has no clue about my problems after I provided my order information to her. There was no notations about my previous call. I was literally on the phone for 30 minutes because I was put on "hold" back and forth many times. I was asked what promotion code I used for the purchase. I mean, if you are a big company like this wouldn't you have some kind of system to keep customer order history on hand? She seems like I was lying about promotion. If you buy candles from Yankee candles, you would know they have BOGO deals almost every 2 weeks. After many pauses and "hold" sessions, The rep said she would credit back the amount I was overcharged but she was unable to tell me the exact amount with taxes which I paid for. It was just simple math. I just needed to know the amount so I can check my credit card statement but the girl kept talking in circles and couldn't be confident of her answers of how much I'm supposed to get back. She said I would get a confirmation email as I'm speaking to her about the refund but I never received any emails the whole time talking to her. I got so frustrated and asked to speak with her supervisor who can help me with my problem because I don't have time to call back and be "on hold" for another 30 mins. She had me waited a while and told me she couldn't find her manager. She finally did the math and told me the amount I'm supposed to get back and RE-ASSURED that amount is CORRECT and I would see in email explanation. It's been 3 days and I have not received any confirmation emails. Although, I did received a refund on credit card statement but was not the correct amount I was overcharged. It was less than what I'm supposed to get back. I guess the Rep who helped me made up a lie so she can complete her job on the phone with me... who knows!
I'm very upset not because I was overcharged because of system glitched because these things happens all the time. I am very frustrated and upset because of the way the company handles my situation. Seems like they have no organizations of customer order histories. If they had a system glitch and is aware of the problem, wouldn't there be an automated email going out to notify their customers to contact them? If I didn't check my credit card statement carefully then I would be overcharged for 4 large tumblers which is over $120. This is really wasting a lot of my time and effort. Be careful and don't let this Scamming method happen to you too.