I purchased the Quiet Botanist Forever Flowers candle (still available on their website) from Quail several months ago. Because I commute back and forth to the DC area for work, I did not have the opportunity to burn the candle right away. Unfortunately, once I finally used it, I began experiencing chest pain and a headache while it was burning. As soon as I blew the candle out, the symptoms immediately improved.
I contacted the store and was completely honest about the timeline of my purchase. I explained that I understood time had passed, but asked whether an exchange might still be possible since the candle was very expensive and I could no longer safely use it. I was not asking for a refund, monetary compensation, or additional products -- simply an exchange. Nor did I post anything on social media and thought it was respectful to go directly to the store with the issue.
Initially, I spoke with someone shop-sitting for the owner who could not assist me. When I later reached the owner directly, she stated there was nothing she could do because the candle had been purchased months ago and had already been used.
What disappointed me most was the complete unwillingness to work with a loyal customer. I have shopped at Quail multiple times over the past year, often stopping in after the Rittenhouse Farmers Market, and have spent a considerable amount there. Whether I paid with cash (which she may not have records of my purchases when paying this way) or card, I genuinely supported this business and expected a bit more understanding and customer care in return.
Based on this experience, I would caution others before making purchases here. If you encounter an issue with your item, do not expect flexibility or support from ownership, even though small businesses do have the autonomy to make these kinds of decisions to help their customers.. read more
