Jessica H.

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.