BBB Accredited Business since
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This company offers the sale of taper, votive, tealight and pillar candles for restaurants, weddings and churches nationwide.
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A BBB Accredited Business since
BBB has determined that Candles4Less.com meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Candles4Less.com include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 4 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Yigit Arslan, Vice President Mr. Mustafa Ozarslan, President
Number of Employees
Candles - Retail Internet Shopping
Alternate Business NamesMedusa International Trade Inc
Industry TipsInternet Shopping
3501 Hancock St
San Diego, CA 92110 (877) 766-5328 (619) 295-2263 Directions
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BBB Complaint Process
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Additional Phone Numbers
- (619) 295-2263(Phone)
Additional Email Addresses
- - Communication/Mass Email
- - eQuote
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: My complaint is, I have a letter from ****** telling me that they will charge me return shipping cost of the merchant, my refund would be $561.32 as per attached e- mail. I talked with UPS and they said there is no charge for return packages if I do not open the packages. Just refuse the delivery. So that is what I do, refuse the delivery. Oh the $561.32 is less another $114.74 shipping cost. I have been checking my account for my refund which I finally received for $430.12. I called ******, she said that that was the cost of the return shipping cost. That is a total shipping cost of $360.68. That is truly not right.
Desired Settlement: I would at the lest like for ****** / Candle 4 Less to honor her letter for my refund of $561.32. I still believe UPS in there is no cost for return packages unopened.
Better Business Bureau:
I have heard from Candles 4 Less. They have reimbursed me the amount I have requested for of $131.20 in shipping charges, honoring their letter for reimbursement.
Thank you so very much for your help in this matter. Your help was greatly appreciated.
Please close this complaint #********.
Sincerely, ***** *****
Business Response: Dear ******* ***** at the BBB,
In reference to the above claim ID #********, we have resolved the issue with the customer. My email to the customer is below and her reply follows my email. Please reply to let us know the claim has been satisfied enough to be closed. We look forward to your reply.
We received a BBB complaint about us from you and we would like to help you so this issue can be resolved. We have applied a refund of $131.20 to your credit card today before this email was sent and the verification number of that refund is ************. We understand we said in one of our emails that we would refund you $561.32, we have now honored this after todays’ refund. The reason we said what we said in the email is because we would normally refund the subtotal minus a second ship cost for a package that is refused, but UPS has since changed their policy about how they calculate return ship costs per package, their calculations made the return cost more than what we initially thought it would be. In your complaint you say “I still believe UPS in there is no cost for return packages unopened”, we have explained to you before and we will once more, UPS will not charge you directly, they told you they would not charge you a return ship cost, it is because they charge it to us, we in turn must charge the customer, this is a service that UPS drivers are providing: shipping your packages and then returning them, this is not a free service, they get paid to do their job. We have seen more instances where a UPS representative has told a customer of ours they will not charge them return ship costs, it is because UPS charged it to us. When they say this, it make them look like the “good cop” and Candles 4 Less like the “bad cop” once we tell the customer we will charge them the fee, but people have to be paid to work (ie UPS drivers). We hope you accept our explanation and also that we have made you happy by refunding the $131.20 which makes your total refund now $561.20. Please reply to this email so that we have something in writing to show the BBB, in hopes that we can have this case closed. Have a nice day, we look forward to your reply.
Direct ************ X: **
Toll Free 877.766.5328 X: 11
"I have received the refund of $131.20 on my credit card, order #******.
Read Complaint Details
Complaint: They refuse to refund my money for a product that was returned
Read Complaint Details
Complaint: I placed an order for the candles on 8/29/13. The website advertises "Same day shipping" so with that and the shipping option that advertised "5-7 days" for delivery I expected to receive them by Friday of that week. Two weeks later, the candles still hadn't arrived. Needing the candles for that weekend, I went and purchased ones from a local craft store. I looked online and the order status was still "processing". I sent an email on 9/15 to the customer service department but did not receive a response. I contacted the 800 number two days later to ask what was holding up my order. The representative told me that they had been back ordered however this was never communicated to me. She then told me that the order was ready and would ship out that day and she would personally send an email with the tracking number once the order shipped. I did not receive any response or tracking number so I called again the following day. This time they told me once again that the order was shipping that day and she didn't know why it hadn't shipped the day before. It seems the communication line between the customer service in San Diego and the warehouse in New York was almost non-existent. I did receive the candles on 9/19, two weeks after they were expected. I was promised a 10% refund in the order but since I had already paid, that was never processed.
Desired Settlement: I would like my shipping cost refunded and 50% of my order refunded since candles were not received in time as expected and had to be purchased elsewhere.
Better Business Bureau:
There was not a notice regarding the product being on backorder on the website when the order was placed, as stated in the letter sent from the BBB, that was placed on the website after the order was placed (this fact was pointed out when speaking to the first customer service representative). We have been in contact and the issue is settled.
I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Read Complaint Details
Complaint: Candles4Less posts a Canadian flag prominently in the upper-right corner of its banner on all pages. I ordered 8 boxes of chime candles for $47.53, and paid $15.62 for shipping to Canada. The item page promised 100% Satisfaction Guaranteed. The shipping page during the purchase mentioned nothing about further charges, and my confirmation invoice said "GRAND TOTAL: $63.15" This implies that there are no further charges. However the order arrived with a COD charge of $39.02, consisting of $5.92 for GST tax on the candles, plus *** Brokerage Fees of $29.55 and $3.55 GST tax on the Brokerage Fees. I would have been happy to pay the original GST tax up front (as you do if you order from ***** ***) but the COD brokerage fees are exorbitant. When I complained to Candles4Less's customer service and asked them to refund the brokerage fees and the taxes on them, they refused. They said it was a *** charge, not theirs (though they benefitted from the original purchase). They directed me to a small link at the bottom of the page, "Return and Shipping Policies", buried amidst many other links. Way down in the middle of the return policies page it says they are not responsible for taxes or brokerage fees on international orders. However this information did not appear anywhere during the purchase transaction or order confirmation email. I couldn't return the entire order as my family had already accepted and used some of the boxes of candles. I offered to return the unused boxes if Candles4Less would refund the brokerage fee, but they did not answer my email. I call this anything but "100% satisfaction."
Desired Settlement: As Candles4Less courts Canadian customers in their banner, they should put all charges up front in the purchase transaction, or at the very least WARN people explicitly during the purchase transaction that the brokerage fees may cost more than the candles. I would still like a refund of the brokerage fees and taxes on them, as Candles4Less's purchase transaction pages and confirmation emails contained "false advertising" of misleading grand totals.
Dear **** ******,
To resolve the case, we will refund the customer, as a courtesy to her, $33.10, we will also add a note to our checkout page making customers aware of the extra fees they will be charged from the other entities other than us, and we will call to let her know about all of this as well.
Please do not hesitate to ask for further information on this case as needed. Have a great day!
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ******* and find that this resolution would be satisfactory to me. The business's defensive tone in their correspondence still belies their promised 100% satisfaction guarantee; they continue to blame me, the customer, for the fact that they had hidden charges only visible if one delved deep into a different section of their website from the purchase pages. At my request they have now changed their checkout page so it warns Canadian customers that there will be extra charges - though it does not warn us how expensive those will be. When I emailed them again today, they put through the refund they had promised me last week. So I will now resolve this complaint as closed, though I will still advise other Canadians not to do business with this company.