BrandNewToCandles Posted June 28, 2006 Share Posted June 28, 2006 I have been trying for about 2 weeks, maybe longer, to get an order placed with Canwax. First, their website is very difficult to navigate and I could not get the right items in my cart. Then I emailed and waited for a reply, then emailed again. Got the details ironed out and waited for an invoice (to be fair, I DID change the order slightly twice so I take responsibility for that part of the delay). Got the invoice and was asked how I would like to pay. Emailed that info and waited for instructions. Took another 2 days to get that, paid and waited for some kind of confirmation. Emailed on Monday and asked if all was good and if the order shipped, no reply as of today.My question is, is this unusual or has anyone else had the same type of experience?I would like to add, although slow, Sandy has been very friendly and professional, it's just the time that has me bothered. I would have liked to have this stuff by now. Quote Link to comment Share on other sites More sharing options...
topofmurrayhill Posted June 28, 2006 Share Posted June 28, 2006 Some things may be better to get squared away by phone, no? Quote Link to comment Share on other sites More sharing options...
Acadian Girl Posted June 28, 2006 Share Posted June 28, 2006 The last time it happen to me, my DH call S.J. and she said they didn't see my order and she gave me half of my shipping free. For the last 3 or 4 order there always something missing:undecided I don't order via her web site i e-mailed her my order she send me the invoice and i pay via paypal. I receive my order 2 days after Quote Link to comment Share on other sites More sharing options...
BrandNewToCandles Posted June 28, 2006 Author Share Posted June 28, 2006 Top, you're right, I probably should have called. I may be odd, but I like email better... That's just me. But if there is a website, doesn't that negate the need to call in orders... just a thought.I did email several times, then waited, got the invoice and paypalled the money. I heard from them today and the box did ship yesterday. I just thought all the waiting for replies was a little much. Will update on whether the order was correct or not, should be here by week's end.I will again say that all the communication I did get from them was very friendly and I am excited to try their products. Quote Link to comment Share on other sites More sharing options...
candlesbeaulieu Posted June 28, 2006 Share Posted June 28, 2006 I go between Lynden house , Villagecraftandcandle & Canwax and canwax is the fastest shipping or me...I know that they are taking some vacation soon so they are probably swamped, no excuss I know... I prefer Village better but that's just me Quote Link to comment Share on other sites More sharing options...
Linnyeg Posted June 28, 2006 Share Posted June 28, 2006 I've only ever had one small problem with canwax (wrong lids to the jars) and even with that they went above and beyond in fixing it. I'm very happy with their customer service. I've only ever dealt directly with S.J (which stands for Sarah Jane). Quote Link to comment Share on other sites More sharing options...
topofmurrayhill Posted June 28, 2006 Share Posted June 28, 2006 Top, you're right, I probably should have called. I may be odd, but I like email better... That's just me. But if there is a website, doesn't that negate the need to call in orders... just a thought.Deanna, I totally understand how you feel. I've just concluded over time that we lean on the e-mail a little too much. It decreases the sense of urgency -- e-mail is probably something you deal with after you've dealt with phone calls and packing up shopping cart orders and whatever. Plus your order correspondence would probably be mixed in with a torrent of other stuff. Quote Link to comment Share on other sites More sharing options...
Sag_77 Posted June 28, 2006 Share Posted June 28, 2006 I make all my orders with them via e-mail (if using paypal) or directly from their site (using my CC) and I have never had any problems. My orders always come quickly. The only time I find a delay with them is if you try to get them late afternoon Friday or on the weekends, but they are usually caught up by Tuesday morning. The one problem I ever had was when one of my items was OOS and she had forgot to let me know. HTH Quote Link to comment Share on other sites More sharing options...
BrandNewToCandles Posted June 29, 2006 Author Share Posted June 29, 2006 Thanks, guys. It's just that it was my first order, not sure what to expect. I will be relying on them a lot, I would imagine, so I was hoping to be reassured early on...lol. Thanks again! Quote Link to comment Share on other sites More sharing options...
Patsy Posted June 29, 2006 Share Posted June 29, 2006 I have never had a problem with CanWax....I would suggest that you call and ask to talk to SJ to clear it up. They are a great supplier, with awesome products. HTH Quote Link to comment Share on other sites More sharing options...
ConnieS Posted June 29, 2006 Share Posted June 29, 2006 I love this supplier. I've always gotten my order shipped the next day. I believe SJ is on vacation right now. It says on the main page.Connie Quote Link to comment Share on other sites More sharing options...
BrandNewToCandles Posted June 29, 2006 Author Share Posted June 29, 2006 Yep, her vacation starts today. I started my communication with them some time ago.I feel badly now, this is obviously a very good supplier and I was in no way trying to bash anyone. I was just wondering what everyone else's experiences were... Quote Link to comment Share on other sites More sharing options...
nanchris Posted June 30, 2006 Share Posted June 30, 2006 I,ve used Canwax several times and I received my orders in 4 days (Ontario to Nova Scotia) so thats not too bad. I did find SJ doesn't always answer my e-mails though, but she has some great products IMO. Quote Link to comment Share on other sites More sharing options...
Katcameback Posted July 1, 2006 Share Posted July 1, 2006 I have also dealt with CanWax, and find that SJ (SaraJane) is more than fair. I tend to order more from LyndenHouse though because I am in SK and Lynden House is closest to me (AB), where as any other supplier, CanWax, Village Craft, Wick Your Wax, are all on the opposite side of the country, therefoe shipping costs more and takes longer. Oh how I wish I had a supplier closer than 5 hours away, lol. Quote Link to comment Share on other sites More sharing options...
Dee Posted July 1, 2006 Share Posted July 1, 2006 I think they have a toll free line on their site. I've always had excellent service from them. Their web site says they are on holiday from June 29 to July 10. Quote Link to comment Share on other sites More sharing options...
Michelle at WW Posted July 2, 2006 Share Posted July 2, 2006 Hi,I have never had a problem with Canwax, but I have found that email is their lowest priority. I place my order by email, but follow it up with a phone call. I pick up my stuff and it is always ready on the agreed upon date.Like someone said, they were probably bogged down with a ton of orders because they are on two weeks of vacation. I hope everything turned out.Michelle Quote Link to comment Share on other sites More sharing options...
dublon Posted July 2, 2006 Share Posted July 2, 2006 And yet another testimonial for Canwax!!!I buy 99.9% of my supplies from them.. Wax, wicks, colours and some FO'S!!I too find that they won't always answer emails, but.... I'll place my order so they get it early in the morning, and I'm usually invoiced by around 4pm same day, and I receive my stuff the next day!! I've had only one problem with an order not being received! When I didn't receive my invoice within 48 hours I called. The order hadn't gone through on the website! The situation was corrected immediately so I am one very happy customer!!SJ is really great, and so is her staff! She did tell me though that they were training new people, so maybe that's what the problem was???I do hope you receive your order soon though!!:highfive: Quote Link to comment Share on other sites More sharing options...
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