Complaints

The 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:07/30/2025

  Type:Delivery Issues
  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 cream candles and received white. The primitive pineapple company is saying that is how the company they purchase them from described them. I would like my money back and they can have the candles back. I purchased cream candles, not white.I will attach the pictures that they advertise as cream and then show the picture of what I received is white.

  Business Response

  Date: 07/30/2025

  We received the following email from the customer at 9 pm Eastern time. 
  
  Subject: Re: A shipment from order #******** has been delivered
  
  Email Received:
  
  
  Hello,
  
  
  You sent me the wrong candles! Very disappointed! You sent me white glitter candles!!
  
  
  Please fix this!! 
  
  
  Thank You
  
  
  ******* 
  
  
  We responded at 9:06pm
  
  
  Email sent:
  
  
  Hello.
  Can you please send a photo of the sku number on back of candle package so we can confirm which candles were shipped.  The candles you received should have the following number in packages.
  Thank you.
  ***
  
  
  
  
  The Buyer then confirm that the candles she received are the correct candles. We also went through several checks to confirm she received the candles ordered. We double checked shipping box size, checked our current inventory, confirmed directly with the company ( ***** House) they were indeed the correct candle.
  
  
  We then explained to buyer she is able to return the candles. Our site has our return policies visible in several places. We sent her a copy of link to our polices as well as explanation on how to process a return:
  
  
  Email sent:
  
  
  Good morning.
  
  We are unable to accept a return on the one set of candles. We cannot accept opened used items. As per your emails a set of candles was open and used.
  
  The Candles you ordered and received are correct items you ordered.  You will be responsible for purchasing label as per our return policy.
  
  PLEASE Read return policy before proceeding with return:
  
  *******************************************************
  
  Please ship back the set eligible for return to the following:
  
  ATT: Returns
  Primitive Pineapple Collection
  *******************************************
  
  Returns must be shipped back in original packing with all labels and packing material .Do not write on packages or boxes please. Once items are inspected, refund minus return fees ( if applicable) will be refunded back to original form of payment.
  
  Thank you.
  
  ******* *.
  Primitive Pineapple Collection
  ****************************
  
  
  The Buyer was not happy with this and then stated if we did not give her a full return including shipping. She would leave bad feedback as well as report us to BBB.
  
  
  As of 7/30 1:17 pm , We have yet to hear back if she will be returning the set of unused candles.
  
  
  We would also like to note the pictures of the candles she received match the candles in advertised photos. Our photos are supplied directly from ****************. We also do not use color filters.
  
  
  We included photos of both the customer using the candles she claims she does not want as well as photos we used and our website listing.
  
  

  Customer Answer

  Date: 07/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

   The candles I received are white and glittery. They are not cream.

  I feel I should not be out any cost to give them back an item that wasn't as described. I ordered a cream candles. I received a white candles.

  
  
  ******* *******
  
  
  
  
   
  

  Business Response

  Date: 08/01/2025

  We have repeatedly confirmed with the vendor that the correct candles were shipped. The photos provided by the buyer and the vendor are identical, demonstrating that the same item was received. Additionally, we can obtain a signed document from the vendor to validate that the product advertised is precisely what the buyer received. This situation clearly demonstrates that the buyer did not read the listing or view the photos carefully.
  
  All relevant information is clearly stated in the listing, including the color and the fact that the candle contains glitter.
  
  Furthermore, we have repeatedly provided our return policy to the buyer, who has the option to return the unused, unopened candles. Despite insisting that she received incorrect candles, the buyer has already opened and used a set.

  The buyer has the option to return the unused set of candles yet they choose not to.

  Customer Answer

  Date: 08/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The pictures are not identical. The picture advertised is a cream candle and I was clearly sent a white candle! 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *******