Candle holder exploded!

renegade

I bought a couple of candle holders (oblong with slots for 3 tee light candles) from Wilkinsons.

They were on a cabinet in my living room and one of them broke and exploded onto the caret in 2 pieces, still alight with candle fluid burning my carpet, I ran into the kitchen to get a wet cloth to douse them out, the noise was like a bomb going off, scared the life out of myself and my dog.

I saved the pieces and returned them to Wilkinson, after sending an E mail to the head office, not replied to.

Customer services replaced it with same model but, thicker glass and heavier, I told her I had written to HO, she just asked what they said, Nothing, they have not replied I said.

HO rang me today and cut a long story short, they have 'lost' the pieces I returned to store, so they cannot get it investigated to find out what caused the explosion(convenient eh).
I suggested to her that this had occurred previously hence the heavier and deeper ones they are now stocking.
She did not reply , just said she would send me a gift card as a gesture of goodwill, and a letter of apology.

The fact that my carpet now has a burn hole in it and a trail of burns from the secondary split was not mentioned, nor the fact that I am having to get it cleaned.

I shop a lot at Wilkinson, it was always my 'to go' store for value products and have never had any problems previously with any of their products, I am to say the least disappointed with their attitude.
I wish I had kept the pieces and sent them to Trading Standards which I intended to do but, was in such a rush Christmas shopping I forgot.

wealdroam

renegade wrote: »

The fact that my carpet now has a burn hole in it and a trail of burns from the secondary split was not mentioned, nor the fact that I am having to get it cleaned.

Why didn't you mention the cost of putting things right?

renegade wrote: »

...I am to say the least disappointed with their attitude.

Did you really expect them to offer more?

You need to present them with a quotation for fixing the damage... be that cleaning, repair or replacement.

montyrebel

renegade wrote: »

candle fluid

Wax you mean?

renegade

wealdroam wrote: »

Why didn't you mention the cost of putting things right?



Did you really expect them to offer more?

You need to present them with a quotation for fixing the damage... be that cleaning, repair or replacement.

I had told her that previously, but she never mentioned it.
I was so angry that they had 'lost' the broken one I couldn't really focus on anything else.
I will wait and see
1) If the gift card arrives
2) The value

I will then contact them again if the sum is just adding insult to injury. Then write to the CEO of the company.
They cannot just brush this under the carpet( forgive the pun) it is a serious issue ,I am just trying to bring this to the notice of the public to pre-warn them.

hollydays

If they have discovered a fault, one would expect them to recall them.what do they look like? You could still tell trading standards what happened.