Jo malones new company jo loves refuse to accpet damage!! Please help

happydays89

hi,you mentioned you have house insurance,check if you have legal cover.If you do you can ask them to help you sort it out.We always make sure we have it........currys delivered a fridge and damaged our floor then told us to claim on our house insurance,having this cover meant they were able to chase currys and we got £1000 for new flooring.

jpscloud

Lucie, if you really have a house covered with candles and a bathroom crammed with their products, you really have spent an awful lot of money on luxury items so as others have suggested, this may not be the right forum for you to find the advice you're looking for.

The best advice has already been given - polite and calm is the only way to go in these exchanges.

The only further advice I could offer is to decide what you actually want from them, and convey that to them. Do you want them to refund the money for the candle and cover the cost of damages to your table and carpet? If so, you need to tell them (politely) that that is what you want.

Without this, you'll just continue to have frustrating exchanges.

glitterkitty

First of all they are not refusing to return the candle for 'Unknown reasons' the reason is right there in the message.
Perhaps you could post the photos of the damage? Perhaps that would then enable people to be able to offer constructive advice on how to go about dealing with this company.

Something about the first post from the OP seems a bit off, not sure what though.

Ruby_woo

I think they should return the broken product and the packaging in a secure plastic box. It's ridiculous saying that they can't. Millions of breakable products get sent via Royal Mail daily.

I would imagine that this will rumble on now.

Lucie_whyte

Does anybody know what a candle expert is?

'Jo loves' sent the glass from my broken candle to a 'candle expert' to test the glass does anybody know if candle expert exists, or why broken glass was sent said person.

jpscloud

I can't help sticking my oar back in.

Forgive me if I'm being a bit skeptical here - it's late for me and I'm tired - but a couple of things are looking a bit odd here. I'm not trying to be horrible to you Lucie, but in moneysaving terms you would maybe be wise to consider the apparent inconsistencies in your claims.

First, they state that it is evident that the candle was not alight when broken. It would be pretty easy to substantiate that claim - there would be evidence of some melted wax spillage if it was alight when broken, for example. It is difficult to imagine how it could burn both the table and the carpet and yet not show evidence of being alight when the glass broke.

Second, laminate products tend to come at the cheaper end of the market - not that this is really evidence against a claim, but it undermines your credibility a bit to emphasise that it was an expensive table.

I think they are justified in refusing to post the broken glass to you. I haven't examined their terms and conditions but if you have that right, it sounds as though they will arrange for collection and return of the item when you make your complaint - but it appears that you pre-empted this by sending it through the post. It's not their fault you chose to do that, and they're not obliged to put something in the post that they feel is unsuitable.

Edit:

I can't help feeling that had you emailed them using a polite tone, with photographs attached, and clearly stated what costs were involved that you hope they will offer to cover - you'd have had a very different experience.

jpscloud

Lucie_whyte wrote: »

Does anybody know what a candle expert is?

'Jo loves' sent the glass from my broken candle to a 'candle expert' to test the glass does anybody know if candle expert exists, or why broken glass was sent said person.

Jo Loves said they had passed the candle to their manufacturer for inspection. From the correspondence you posted, it appears that it was collected from, and returned to Jo Loves in person, not via post or courier.

The solicitor is the one who mentions an expert. I think that is a mistake on their part, but not really one that undermines their case. They can easily argue that the manufacturer is de facto an expert, as long as they have a reasonable history of manufacturing candles at the top end of the market as evidenced by their being used by Jo Loves.

macman

Lucie_whyte wrote: »

I'm sorry you think it's alot to spend on a candle but it was a treat from my boyfriend as we don't get to go out much and like staying in with nice candles. They are normally good quality and last about 6 months and make my ironing smell nice also.

Unfair I mean by unfair trading.

I will listen to all advice helpful and maybe not to what I want to hear, as some it may help.

With regards to threatening I'm unhappy that a man who is a member if the law society and written several books has decided to contact me.

He must have decided that this would scare me into letting this go.

A partner in a law firm must have better things to do than this.

As for you thinking my tone unprofessional, I am unprofessional! I am not at work when writing to them I am a disgruntled consumer

Because his client has instructed him to? And because he wouldn't be much of a solicitor if he wasn't a member of The Law Society? What do his authoring abilities have to do with it?
I've read your rambling emails again, and I'm still none the wiser about what resolution you actually want from this? Nowhere do you actually say that you are seeking compensation. If not, what is the point of a 6 month exchange of emails? And why do you insist on the return of a pile of broken glass?
Where in his letter does he make any 'threat'? He simply asks you to communicate with him on this matter rather than with JLL.

Lucie_whyte

I was in the room the candle was lit, a whole blew out the side and marked the table and floor fact. I watched it happen.

That now is a secondary factor into what has been the most appalling customer service by what us supposed to a reputable English brand.

Refusing contact, refusing to return goods, no apology, negligence and a clear flouting of what is clearly the british legal system.

If this was tescos and you paid for a packet of chicken explained that it wasn't up to standard, returned it at your own expense, begged them for an explanation for a month before being told you were wrong, and that's that, would you just say 'ok?' No.

It's not on.

Lucie_whyte

I wanted the candle tested myself.

I've stated that again and again.

It's all I've asked for.

If I hadn't been in the room it could have burned down my house or injured my child.

If jo loves is using inferior stock which is what my fear is, I want to know.

Compensation isn't an issue.

Jo loves recklessness and don't care attitude is.

If Jo loves candles had been reasonable yourselves from the start this would have ended differently.