Yankee Candles shade exploded!!

bubbles65

My son bought a candle in a jar, a shade for the top of this and a plate to match it, for his mothers' Xmas present. After about 20 minutes of use, there was a popping noise like a light-bulb failing, but on examination she found that the shade had shattered through. Although it has not smashed off, she is very reluctant to use it again in case it were to 'explode' and send glass flying around the room.
On returning all 3 items to the shop, the shop kept the base and shade, but would not take the candle from him. He was told that he could not get a refund ''As Yankee Candles don't refund''. He now has to wait for the manufacturers decision as to wether they will exchange the shade and base. I reckon that although the 3 items were sold seperately, he has purchased them as a set, and should be able to claim a full refund as we have lost confidence in the goods. He would not have bought the candle as an individual item. Any thoughts?

BlueAngelCV

Did you speak to a manager?
I'm not sure where you stand legally but I'd definitely press for a full refund.

bubbles65

He spoke to the shop assistant, who phoned her manager for advice. The manager said he would definitely get nothing back for the candle because he could still use the candle on it's own. As I said, he bought these items as a set, and would not have just bought his mother a candle.

Nine_Lives

If he bought the candle separate from the top & base, then i really can't see any good reason for a refund on the candle. Plenty of people take candles as a present on their own. My g/f can't get enough of them & the same applies for my mother too.

The top & base though is a different thing as they're obviously a set (if bought together), although they can be bought separately.

bubbles65

K_P83 wrote: »

If he bought the candle separate from the top & base, then i really can't see any good reason for a refund on the candle. Plenty of people take candles as a present on their own. My g/f can't get enough of them & the same applies for my mother too.

The top & base though is a different thing as they're obviously a set (if bought together), although they can be bought separately.

The reason he wants a refund for the candle is that he was buying all 3 items AS A SET.
Anyone can buy 'a candle' - even in a jar, but he wasn't looking for this as a stand-alone gift.

Tippytoes

Hi

Not sure, but you probably aren't entitled to a refund on the candle itself....however...it's obviously important to you that all three came as a "unit". Why not try emailing Yankee Candles in the USA? I'm sure you'll find them far more accommodating than retailers here. I once bought a Yankee Candle here that didn't burn properly - the wax melted one side and not the other (as though the wick had been put in lopsided). I happened to mention it quite some time later when I was in a Yankee Candle shop in America. The assistant actually gave me a replacement candle!! That's what you call service! You've nothing to lose, and everything to gain.

jdturk

bubbles65 wrote: »

The reason he wants a refund for the candle is that he was buying all 3 items AS A SET.
Anyone can buy 'a candle' - even in a jar, but he wasn't looking for this as a stand-alone gift.

Good customer service would be to refund the candle as well but as it WASN'T part of a pre packed set then you have no redress on the candle. It doesn't matter if it was bought as part of a made up set by your son!

bubbles65

Tippytoes wrote: »

Hi

Not sure, but you probably aren't entitled to a refund on the candle itself....however...it's obviously important to you that all three came as a "unit". Why not try emailing Yankee Candles in the USA? I'm sure you'll find them far more accommodating than retailers here. I once bought a Yankee Candle here that didn't burn properly - the wax melted one side and not the other (as though the wick had been put in lopsided). I happened to mention it quite some time later when I was in a Yankee Candle shop in America. The assistant actually gave me a replacement candle!! That's what you call service! You've nothing to lose, and everything to gain.

Thanks for that. I might try that if he gets no satisfaction.

miss_independent

I am a huge Yankee Candle fan and have a few of the shades as well as the candles. I have had a similar experience with the glass on a shade breaking, this was because I didn't trim the wick to the level Yankee recommend (in America, the Sales Assistants do this for you!) and the flame got too high, making the shade crack! It hasn't deterred me from using the shades and candles though, and I do trim the wicks now, but I can see why you wouldn't want to use them again - I don't think the money will be refunded for the candle though without the candle itself being faulty unfortunately.

bubbles65

miss_independent wrote: »

I am a huge Yankee Candle fan and have a few of the shades as well as the candles. I have had a similar experience with the glass on a shade breaking, this was because I didn't trim the wick to the level Yankee recommend (in America, the Sales Assistants do this for you!) and the flame got too high, making the shade crack! It hasn't deterred me from using the shades and candles though, and I do trim the wicks now, but I can see why you wouldn't want to use them again - I don't think the money will be refunded for the candle though without the candle itself being faulty unfortunately.

OH insists she did trim the wick as instructed on the jar, but thanks for your reply.

bubbles65

Thanks for comments everyone........I'll let you know how he gets on