Yankee Candle

Let me start by saying… I’ve been going to this Yankee Candle for years now. Every season, I head over to stock up on scents for my home & car. The ladies are usually helpful but really a hit or miss most days. Never bothered me much though, because I like to browse in peace. I always have a tough time deciding but my husband is usually happy with what I come home with.
That being said, I had one of the very worst customer service experiences a few months ago and it happened in this store. Long story short, I went at the beginning of autumn to get the next crop of candles & was helped by a couple of ladies who were very nice. I asked them if there were any special promotions going on & they said no. Over $ 65 spent & a day later, I found out that Yankee Candle was running a promo that I would have qualified for, had I shopped a day later. I work in retail as well, if a customer calls our store the day (or even week) after they made a purchase wanting an adjustment because of a sale, we honor it. There is never a problem, as the customer always comes first. I called Yankee Candle, after the associate checked with her manager, it was a «no, sorry we can’t help you» for me. I then contacted Yankee Candle’s customer service, who in turn, touched base with the store & finally allowed the credit… BUT I had to go into the store with all of my things in order to do so. Funny, because: 1. Using today’s technology, my store has the ability to process a credit over the phone. & 2. If by chance, a customer wanted to come in, we would not need them to return with all of their merchandise in hand, just the receipt is fine.
So I did go back to Yankee Candle, I brought my receipt, my items all repacked & a friend. Customer service advised me to ask for the Manager, Lisa. What a rude, condescending & just plain argumentative woman. From first breath, she started up with, «just to let you know, we don’t do this, so for next time & blah blah blah…». Her face was bright red as she processed the credit & she never spoke to us unless it was to reprimand & reiterate again that this type of transaction is not done. My friend was so beside herself by witnessing Lisa’s unprofessional behavior that she even piped up, «this is the worst customer service I’ve ever seen.» When an employee wanted to ask Lisa a question about something, she sarcastically responded, «I can’t, I’m doing a return.» I kept thinking that if I were the type of customer to make a huge stink about things and/​or a scene, I would’ve returned ever single item altogether & just gotten a full credit back. Lisa made the whole entire transaction very uncomfortable, start to finish, even beligerantly asking if everything was alright as I looked over the credit receipt. I left the store without a «thank you» but with a $ 20+ credit & a knowledge that my family, friends, co-​workers & I will never return.

Usually I avoid going into Yankee Candle because I end up buying way too much; seriously, I have years worth of unused candles that I’ve had to throw out. So, moderation– right? I went in, and loved the set up of the store. Lots of displays. And the prices were great. Truly discounted unlike most of the stores I went into at the outlets. The staff was super friendly and ready to help but didn’t press when it was obvious I was browsing. I ended up buying a cute candle holder and two candles (see, moderation!). At the register, they said one of the candles was just $ 2 for a huge size and I appreciated the fact that they knew enough about their product to tell me that, and since it was a scent that I always use, I ended up «upgrading» to the bigger size. They did try to get my number and my email which I hate turning down but I’m just not interested in receiving coupons or calls so that was a little awkward as the woman tried to launch into a spiel about the benefit of giving my number. I know it’s par for the course and her job, it just totally turns me off as a customer. I’d go back again, of course as I loved their selection and prices.