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

custardy

Lucie_whyte wrote: »

How is it evident the candle the candle was unlit?

You seem very preoccupied and very distressed by this thread?

Is it your company?

There it is!

fuddle

Lucy try to calm down a little. Your emotion, and I get why you're emotional, is clouding your ability to post courteously. Yes you have posted on the wrong thread. We are incredibly thrifty here. We try to get 100 tea lights for £. We have very little money here so can you understand our disbelieve at paying that amount of money for a candle. I would ask you to have a little patience with us?

There are inconsistencies in what you wrote. You wrote you had hoovered glass up then later said you sent every shard back. I'm unsure as to what is truth, what is banter are you threatening in your tone or having a joke with them, I can't work out what you want apart from the candle and glass back.

Being a consumer, and that is all I am, I'm no where qualified in what is right or wrong in the field, I would take a step back, work out what I want that is reasonable (personally I applaud jo... For not sending broken glass through the post - to me that is a dangerous request) if it was me I would like a refund or a new candle. If there was damage to my belongings I would take photographs of the damage and put a claim in for it.

I feel all this could have been cleared up in a couple of emails. Not once have you expressed what I, as a consumer, would be the expected course of action - compensation for faulty goods. You've wrangled over whether the candle is faulty and that is getting you no-where.

If I think of my experience of faulty goods,I think no retailer as actually said sorry or admitted fault but they adhere to their policies of refund without quibble.

I'm pleased you are seeking help now Lucie and when the board guides get online they will move this thread to where people who can help you better, are. Please don't argue with them though. Sometimes they are brusque but they know what they are talking about.

Anne_Marie_2

Lucie_whyte wrote: »

And if it had burned my house down my child would have remained safe because?

Sorry Lucie, you keep on about "if" your house had burned down. The fact is it didn't, as you were in the room at the time, which was the sensible thing to do. I don't see anyone hinting that your child would be safe if the candle had caused a house fire.
I think that the main point here is that the house did not burn down, and so to suggest "if" it did, is totally irrelevant to whatever you are trying to achieve. May I suggest you just stick to the absolute facts and not the ifs and possibilities. They won't get you anywhere when dealing with the company, and as I said are not relevant in the slightest and not in this thread either.
Good luck with the company involved.

Valli

It would have helped your case on here had you read this first

https://forums.moneysavingexpert.com/discussion/3809851

and followed the advice therein.

Please DO NOT accuse any posters of being employed by the company with which you are in dispute; just because someone doesn't agree with you doesn't mean they are batting for the other team.

First of all - you should have been in the room when the candle was lit; I'm pleased to note you were.

The chances are the glass had a flaw; the contact of the hot wax could well have caused it to shatter. (I'm basing this assumption on my expertise as a lab technician, when we had to heat hot, flammable liquids in glass flasks and vials; sometimes there were 'issues'.) Another option is that the glass was cracked ( a hairline crack possibly) at some point - who knows when - and this is what caused the fracture of the vessel.

Your letter to Jo Loves could have been better worded. It's never, ever a good idea to complain to a company and cite non-events as a rationale for your claim. 'A child COULD have been injured; my house COULD have burned down'.

But they didn't.

This has probably gone too far now for an amicable, mutually-acceptable solution.

You have threatened them with legal action; you would need to have the candle and container examined by an expert; the expert would need to conclude that the candle or glass was inherently faulty for your case to have any chance of being found in your favour. You are going to be looking at spending in excess of £1000 with no guarantee of even getting your intital £75 back - I suggest you draw a line under it and leave it there.

ditsykitchen

Anne_Marie wrote: »

Sorry Lucie, you keep on about "if" your house had burned down. The fact is it didn't, as you were in the room at the time, which was the sensible thing to do. I don't see anyone hinting that your child would be safe if the candle had caused a house fire.
I think that the main point here is that the house did not burn down, and so to suggest "if" it did, is totally irrelevant to whatever you are trying to achieve. May I suggest you just stick to the absolute facts and not the ifs and possibilities. They won't get you anywhere when dealing with the company, and as I said are not relevant in the slightest and not in this thread either.
Good luck with the company involved.

Yes, I agree. I don't think the company will be bothered about the 'ifs'. As you said saying 'if she cute herself' is like saying 'if she won the lottery'. The company did respond to you and they cannot send the candle back through the post. You did not outline what you want from them.

Anyway, I suggest you write a carefully worded email to the company, taking a formal and non-emotionally-driven tone, stating:

• The situation (reiterate the events in an organised fashion)
• Include photos if you have them
• The exact damage done, with approximate costs for replacement/hire of cleaning equipment and how much you paid for the candle
• What you want the company to do about it - refund the cost of the candle, reimburse you for the damage or both
• Sign off in a polite manner (I understand your frustration, but as you can see from the previous emails, taking an impolite tone can unintentionally send out the wrong message)

I hope this helps. This has happened to me before with a yankee candle and the store I bought it from was happy to give me a new one when I emailed them.
You need to stop expecting them to send the candle back. Ask for a refund and buy some nice candles from a different company, explaining that you are taking your business elsewhere after receiving said refund.

missty25

The easiest and simplest solution, contact your house insurance and let them deal with it!

Just_a_Girl_2

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

But that's the same as almost winning the lottery OP

By the way G++ almost cutting yourself is the same as almost winning the lottery.Point understood?

visidigi

Lucie_whyte wrote: »

There seems to be some extremely aggressive tones for what appears to be non Jo loves employees, it's good to see we have such spirited people who are so keen to make sure consumers within their rights are bullied into a corner?

Pot kettle black.

You are being incredibly aggressive, you threatened them with lawyers and after the way you spoke to them they instructed theirs, and now you think that threatening?

Seriously. You bought a candle, you have photos you wont send them. You think the candle expert can only be in France and you shipped broken glass in a Jiffy bag. The Royal mail could have sued you.

And thats the point, coulda woulda shoulda. Very little of your original 'rant' can be considered as its a could woulda should moment.

The fact is the glass blew, and they need the photos to understand this damage. If you don't provide them then how can they know? It could have been damage you caused to the glass which caused the weakness in the item - they need to see the detail to understand the possible causes.

If I ran a business and you spoke to my employees like you've spoken to theirs then I would refuse to speak to you too.

Theres a great deal of merit in the statement of speak and treat people in the way in which you would want to be spoken to and treated.

You cannot have your cake and eat it - I would assume you now have the candle back or is your boyfriend (sorry why not you?) collecting it tomorrow? The date of events is not entirely clear.

And NO I don't work for them - I kinda wish I did though, just so I could speak to you in the way you're speaking to them

bod1467

missty25 wrote: »

The easiest and simplest solution, contact your house insurance and let them deal with it!

Exactly!

The OP is tl;dr so I've no idea if this comment is already covered. I presume you DO have home insurance, don't you?

mttylad

Get them to send you a new candle and be done with it.

In fact get 2 off them and be £75 better off.