Yankee Candle exploded - what to do?

hieveryone

LOL not Banksy and I doubt the Tate will be interested

I have tried ringing the number that is listed on the guys email - goes to voicemail.

**dancingbutterfly**

Keep on at them hieveryone,

your wall needs fixing and it shouldn't be you that pays for it!

The first pic is shocking, I light candles at night when my son is in bed, It would be horrific if it had exploded onto a child or yourself!

tell them the severity of the incident, threaten them with contacting the press! I would!

keep us posted

sharnad

Go on facebook and put a post on the wall saying what happenend and how long they are going to resolve this and you might get a quick reply

hieveryone

Got a letter response today:

Basic jist : sorry about what happened - we tested it and it didn't happen again, nor has anyone else complained about this.

You will need to claim on your home insurance and refer them to our insurance company.


What does this mean?

The letter also stated 'without prejudice' and they enclosed £25 to use in Yankee Candle stores.

sharnad

hieveryone wrote: »

Got a letter response today:

Basic jist : sorry about what happened - we tested it and it didn't happen again, nor has anyone else complained about this.

You will need to claim on your home insurance and refer them to our insurance company.


What does this mean?

The letter also stated 'without prejudice' and they enclosed £25 to use in Yankee Candle stores.

sounds like they are trying to brush you off - call your home insurers and see what they say

hieveryone

sharnad wrote: »

sounds like they are trying to brush you off - call your home insurers and see what they say

I am worried I will need to pay my excess/have a claim registered on my insurance - both of which I could be doing without! Will contact them and see.

[Deleted User]

As I understand it, 'without prejudice' means that despite making you an offer, Yankee candles are not accepting responsibility for what happened. The offer is private, and cannot be used to back up any further claim you might make...

You could summarise what's happened in the legal or insurance forum and ask for advice there too?

LittleBoots

hieveryone wrote: »

It was bought from a gift shop close to where I live, it is genuine Yankee Candle burner and tealight.

Yikes! (yeah am a bit slow)

hieveryone

Hey folks,

OK need some help drafting a letter to reply to Yankee Candle - I am not involving my home insurance as they want to charge my excess.

How should I word a reply?

Thanks

tamsle

Wow, just wow. (Just discovered this thread and have read it all the way through, appalled at YC customer service).

I think they have a lot of nerve asking you to claim on your home insurance knowing it will cost you the excess, and why should you have the hassle of doing it anyway? Maybe we should all write on their forum (I guess everyone is talking about their Facebook page?) and say that we will not buy YC products if the result of a faulty product leads to making a claim on home insurance (not to mention the length of time it took to get to their rubbish conclusion). And tbh I think a £25 gift card is an insult, I wouldn't want to buy from them again unless they bothered to clear up their mess and had bothered to respond to the situation promptly.

Anyway, have you contacted trading standards yet?

Perhaps write in the letter that you accept that this was a one-off occurrence but you feel that to have to claim on your home insurance is extremely unfair as this would lead to the cost of you paying the excess which you shouldn't have to do. You have lived with the mess for an unnecessary amount of time and you are lucky that no one was hurt in the first place. Perhaps tell them that their 'solution' is not good enough and if they will not reimburse you the cleaning costs WITHOUT claiming on your home insurance, then you are sure this is a matter the press would like to hear of since this is a potential health and safety issue, not to mention poor customer service from a large company.

Grrr, I feel like having a rant at them on FB on your behalf!!