The company admits there is an issue, saying the delays were because of a higher number of orders, saying the carrier is overwhelmed, NBC News reported.
The company told BuzzFeed that they also had systems issues that impacted the processing and confirmation of orders.
However, some customers are not taking the company's word that the carrier is the only problem, saying that they have tried calling the customer service number only to be on hold for more than an hour and to find out that orders placed the first week of December are still being processed.
@TheYankeeCandle I have sat on hold 2.5 hours yesterday with no answer, I have tweeted and emailed you with no response. Where is my order? This is unacceptable and terrible customer service.
— Andrea (@AndreaKeltner) December 14, 2019
BuzzFeed called the customer service number and got a message saying that hold times are more than an hour and the queue was too long then the call disconnected.
Some other customers said on social media that they received their orders with no delays.
Despite the issues the company is facing, they vowed to have them all arrive by Christmas if the orders were placed by 1 p.m. EST Dec. 14, BuzzFeed reported.
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