Complaints
Customer Complaints Summary
- 468 total complaints in the last 3 years.
- 82 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/29/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered over $100 worth of product on July 21st. Trying to contact them for any follow up and their 803 phone number says that it's out of service, tried to email them to follow up on a tracking number, nothing received back. ********US Order number. It's been about 9 days with no contact. Email states the order is still processing. This is ridiculous! I will be calling my credit card company. This feels like a scam.
Business Response
Date: 07/31/2025
Hi there! I have taken a look and see your order will be delivered tomorrow! Thank you!Customer Answer
Date: 08/01/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ****If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:07/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Well, I believe the day I ordered the candles were around the end of May beginning of June, around June 3 or fifth I received of the order the air freshener plug-in. I was supposed to receive the two candles a few days later they never came, I got in touchwith the company, and they are talking about. They received a picture from UPS. The only picture UPS could have given them is the one wherethey delivered the air freshener plug-in. I also have cameras and nothing from them outside of that has Delivered to my home. I am visually impaired, and I constantly have people watching my cameras and my home. Why would I want to rip them off for $19 and some change, this makes no sense whatsoever this is my first and last time this company I just want my money refunded.Business Response
Date: 07/15/2025
Hi ***** thank you for making us aware of this issue. I understand you are saying you received the plug-ins but are missing the candles. When looking at your order,I can confirm there were not candles purchased. Please see attached.Initial Complaint
Date:07/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Stay away from Goose Creek Candle Company. Their low prices are very tempting, but they do everything possible to not fulfill their commitments. When you reach out for help with receiving replacements or refunds for damaged or missing candles, they put you through the wringer only to never fully replace or refund what is owed to you. Then they ghost you and do not reply to your messages for help. Goose Creek Candle Company are thieves and liars. Further, all of their candles turn into soot not even halfway through burning the candle. STAY AWAY FROM THIS COMPANY. THEY WILL NEVER CHANGE.Business Response
Date: 07/15/2025
Hi ********* I have taken a look here and see a replacement order was put in for you on 7/3. Please let me know if there is anything else we can assist you with!Customer Answer
Date: 07/15/2025
Complaint: ********
I am rejecting this response because:Goose Creek Candle Company creates intense back and forth scenarios and provides a lot of incorrect information that you have to correct for them, to the extent that you should be compensated merely for doing their jobs for them over an extended period of time, only for them to hold your money and product hostage anyway. They still owe me a significant amount of money/product. After completely putting me through the wringer, Goose Creek Candle Company did not provide a full replacement/refund of broken and missing candles, provided a gift card that we both knew did not cover the total loss, and the replacement candles that arrived also had damage. I sent in the requested photos for replacements/refunds and they have completely ghosted me. It is very unfortunate to see that my experience with this company exactly mirrors what all the other complaints here in BBB for this company state. I wonder how many fellow frustrated customers do not realize that going to the BBB is an option. All I can do is try to warn potential customers about this company. PLEASE STAY AWAY FROM GOOSE CREEK CANDLE COMPANY, THIS IS HOW THEY OPERATE.
Business Response
Date: 07/17/2025
Hi there, I do see that a replacement order was issued for the original damaged items. Have you contacted our team to inform them of the new damaged items? We would be happy to assist you with this!Customer Answer
Date: 07/21/2025
Complaint: ********
I am rejecting this response because:
Reporting this ongoing issue to the BBB is what prompted a response from their team finally. They still owe me at this time as the incomplete replacement order that had been issued also had been damaged. It would appear that I have been ghosted again on this matter via that email thread. I had additionally issued a separate new request for support with damaged items through the website, but I never heard back on that. This company remains far from the industry standard when it comes to "Customer Support", and as a customer, losing your money, product, time, and energy is what you get in exchange.Business Response
Date: 07/24/2025
Hi there, based on the situation, we’ve provided the best resolution available at this time. We really appreciate your understanding!
Customer Answer
Date: 07/25/2025
Complaint: ********
I am rejecting this response because:This company thinks of every fabricated excuse they can to NOT refund you what you are owed, and then ghost you repeatedly. They only contact me when I post here in BBB. I have still not been fully refunded. They are also still ignoring me regarding an entirely separate request that I made on a different order as well.
BUYER BEWARE: AVOID THIS COMPANY IF YOU KNOW WHAT IS GOOD FOR YOU AND YOUR WALLET.
Initial Complaint
Date:07/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 5th 2025 I ordered 10 candles during the heavily advertised sale of $5 3-wick candles. I have still NOT received them on 7/9/2025. I was offered very sketchy tracking that wouldn't update. Customer service is useless and has zero desire to help. They are claiming my order was delivered with no proof that it was. This company is a scam and now I'm out 50 bucks. NEVER AGAIN. I will be posting about this awful company and my experience all over social media. Worst online ordering experience I've ever had. You've been warned!!Business Response
Date: 07/11/2025
Hi ******
I'm so sorry to hear this! It looks like you may have encountered a fraudulent website. Our official order numbers are always eight digits followed by “US.” If you’ve provided any personal or payment information to a suspicious site, we strongly recommend reaching out to your bank right away to help protect your account.
To ensure you’re always shopping safely, only purchase Goose Creek products directly from our official website:
************************
When interacting with us on ******** ** ********** look for the blue verification checkmark next to our name. Our page with the blue badge is the only authorized Goose Creek account.
We’re actively working with Meta to identify and remove these scam ads and pages, and truly appreciate your understanding.Thank you!
Initial Complaint
Date:07/07/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order with this company on 6/20- spending almost $60 on merchandise. They ship with *** and *** says package is “Lost”. They tell me to have goose creek file a claim. I go to *** to see if I can simply pick up
Package. They say it’s gone. They don’t even say it was “delivered”. No where listed does it show “delivered”.
Finally I ask goose creek a 2nd time for my package status - they say I can have 50% of my money back to
Shop
On their store instead of 1. My order I paid for to be resent or 2. My
Money back. All of
It. But they say it’s my fault for
Entering wrong address apt #, which is NOT CORRECT. They allege I put 16 (which doesn’t exist) instead of Apt 216. I entered it correctly. Also, my apartment building has a mail room with packages. They could have left it in mailroom but somehow no proof of delivery. They now stole my $60 and I don’t even have the items I PAID FOR. Just send me the order I paid for. Simple.Business Response
Date: 07/11/2025
Hi ******
Thank you for reaching out and bringing this to our attention. We understand how disappointing it can be when an order doesn’t arrive as expected, especially on your very first purchase with us.
While it looks like the original order was shipped to the address provided at checkout, we want to make this right for you. As a courtesy, we’re happy to issue a one-time replacement package at no additional cost.
We’ll get this new order processed right away and will send you tracking details as soon as it ships. Please double-check the address below to ensure everything is correct:
**** ****** ** *** ***
******* ** *****If you have any questions or need help with anything else, please let me know! We’re here to help and want to ensure you have a great experience with us.
Thanks again for giving us the opportunity to make this right!
Customer Answer
Date: 07/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Customer Answer
Date: 07/31/2025
Complaint: 23564916
I am rejecting this response because: Just looking for an update on the confirmation of the resolution outcome? Has goose creek responded with confirmation of the replacement?
Sincerely,
***** *****Business Response
Date: 07/31/2025
Hi Peter, it appears we are waiting on you to confirm the correct address for your order so we can reship it for you. Thank you!Customer Answer
Date: 07/31/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.address is
***** *****
**** ****** ** *** ***
********* *****
Sincerely,
***** ********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:05/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered 12 candles and UPS claims it was delivered. It never arrived and I looked all over my apartment complex for it. I reached out to goose creek and was told to wait 72 hrs. I did and sent 2 emails asking for a status and got nothing back. Therefore I am filing this complaint. This was my first experience with purchasing from them and likely my last time. I feel scammed. This is also a problem with UPS clearly stealing.Business Response
Date: 05/19/2025
Hi *****, I’m so sorry to hear about this missing package! Please note that the 72 hours refers to business hours; therefore, the investigation has not yet concluded. We will reach out to you as soon as we can with the outcome of the investigation. Thank you!Customer Answer
Date: 05/19/2025
Complaint: ********
I am rejecting this response because:
The investigation is done however they want me to file a police report in order to get my money back for something I never received and UPS claims by GPS was delivered. I have a door camera that proves nothing was ever delivered that day. Be sure i will never purchase from them again. I have never had a company ask to file a police report for something that is clearly not my fault and something I don't have.
Sincerely,
***** ******Business Response
Date: 05/21/2025
Hi *****, thank you for your response! I am really sorry you have having this experience. Please note that per company policy, when UPS does confirm packages delivered correctly, we do require a police report. You can view this policy here: ***************************************************************************************************Initial Complaint
Date:05/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a loyal customer of this company for several years. I ordered 4 candles and received only ONE. package was perfectly intact and taping has not been tampered with..the box had qty of 4 on the outside. I called the company the next day and asked for the remaining 3 to be sent to me or a refund since I was shorted 3 candles and they said they would check with their warehouse. They responded back on Monday basically calling me a liar, that their warehouse cameras had proven that 4 were packed and sent and that I must have done something with them or someone in my household did something.. Told me to pound sand and go file a police report and a report with the shipper since they refused to send me the candles not refund me since I can't prove they didn't send them. I am livid!!!Business Response
Date: 05/13/2025
Hi ******! I am really sorry you had this experience. Unfortunately, when this many items are missing but confirmed by our warehouse, we do require a police report for the missing items. Thank you!Customer Answer
Date: 05/19/2025
Complaint: ********
I am rejecting this response because: I paid for items I did not receive and box I got was clearly untouched so the incident happened at the warehouse. Police report would solve NOTHING!!!
Sincerely,
****** *******Business Response
Date: 05/21/2025
Hi ******, I am so sorry you are having this experience! Please note the UPS tracking does show the weight of the package which confirmed the items did leave our facility. At this time, we would request a police report be filed for the stolen items. Thank you!Initial Complaint
Date:05/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Damaged Candles, Wrong ZIP, Injury, No Full Refund
Ordered 5 candles. Package arrived damaged due to poor packaging & wrong ZIP (shipped to wrong state, UPS contacted me). 2 candles severely broken (glass everywhere), cut finger taking photos per company request. Other 3 candles also cut/damaged by glass.
Contacted goose creek initially runaround, then refunded for 2 broken candles & offered gift card. Declined gift card, requested full refund as ALL 5 candles damaged due to their negligence. Communication ceased.
Seeking full refund due to damaged goods & injury from their poor handling. Legal action pending (lawyer consult [Upcoming Monday]). Unacceptable service & lack of communicationBusiness Response
Date: 05/05/2025
Hi *****! I am so sorry to hear you had this experience! It looks like you are being assisted by a manger to resolve this issue.
Thank you!
Customer Answer
Date: 05/05/2025
Complaint: ********
I am rejecting this response because:I heard of no resolution from your management team.
just an email asking for more photos
Sincerely,
***** ******Business Response
Date: 05/06/2025
Hi *****, at this time we are trying to obtain the needed documentation from you. Thank you!Customer Answer
Date: 05/06/2025
Complaint: ********
I am rejecting this response because: thank you for reply though BBB I’ve filed a civil complaint as of 5/6 with the city of Bridgeport
Sincerely,
***** ******Initial Complaint
Date:04/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
03/31/2025 paid the business 21.86 for two candles that came broken and lids that were to big for the candles. Also damaged. I asked for a full refund but they only refunded me 6.33 and said I could have a 5 dollar gift card because of the lids. They told me my other candle was not damaged even though I provided proof. I just want all of my money back like I asked for.Business Response
Date: 04/08/2025
Hi ********! It looks like you are still in contact with our team and they are assisting you with this issue! Thank you!Customer Answer
Date: 04/09/2025
Complaint: ********
I am rejecting this response because: The company keeps rejecting a full refund saying there was no damage to both candles. They asked me to circle the glass damage abd I did and eve explained the damage. Lids were also damaged. It was supposed to be a birthday gift so trying to get my full refund. Last time they responded to me was almost 24 hours ago wanting me to circle the damage, which is chips of glass off the bottom of the candle. I have never dealt with such terrible customer service or had to suffer so much for a refund for damaged products. I did pay for shipping protection as well. Give me my full refund.
Sincerely,
******** *****Business Response
Date: 04/14/2025
Hi ********, I see here a refund has been given! Thank you!Initial Complaint
Date:03/24/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Broken candles! They aren’t responding to my reach out via TikTok nor my emails. I simply want my money back for candles that arrived broken to me!! I am not accepting anything less. Many of my orders to them have been over $200 at a time, I have spent well over 1k in 6 months- give my money back!! ALL of it!!Business Response
Date: 03/25/2025
Hi there! I am so sorry to hear about the damaged items! I see this has been taken care of. Thank you!
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.