To have expected to get offered better compensation than this?

[cordiality]

I bought some glass candlesticks from quite a nice online retailer a few months ago. Used them from the first time on sunday, and when one of the candles was nearly burnt to the bottom, the glass exploded! It literally sent chunks of boiling hot glass flying across my kitchen, I reckon one bit travelled 6 foot.

I called their customer services today. They said it was in the care instructions not to let the candle burn to the bottom because the glass was only heat resistant not heat proof. They also said that they had now changed the glass so the ones they were selling now were much stronger.

They offered me 15% off my next order as compensation. I already have a code for 15% off with them!

I have to say that I probably just chucked the instructions along with the box, as I would have expected to know how to use a candlestick. Is it therefore just tough luck on me? Shouldn't they have done some sort of product recall on the old candlesticks if they knew there was a problem?

I'm sure when I calm down I'll be able to just move on but right now I feel like I could unleash hell on them...

They should have never been sold. You should at the very least get a refund. They are not 'fit for purpose' - you need to quote the Sale of Goods Act to them and demand a refund.

I too would never read instructions for a candlestick!!
I'd notify trading standards too. Scary what some people will make/sell!

Name and shame!

I'd like to know the name of the retailer which sells unfit-for-purpose items (which they have since changed to make them fit for purpose, thus admitting they're not suitable) and then refuses to refund because 'it's in the care instructions'.

So I can avoid them at all costs.

(YANBU, obviously.)

I suggest you call your local Trading Standards Office. I think they might be very interested to hear of a product that is obviously not fit for purpose and obviously poses a health and safety risk.

Firms do rely on people not knowing their rights. I had an online retailer tell me a few weeks ago that I could not return a product thay supplied me with that did not work. The relevant law says that a consumer has more rights to return a product they bought online than they if they bought on the high street.

marriedandwreathedinholly I am now sat here in fear watching the glass door on my woodburner and waiting for it to explode.

I'd definitely expect a refund or replacement with the new non-exploding ones. Offering you 15% off your next order is frankly, because all it's doing is ensuring that you spend even more £££ with them. Quite shocking really. Will you let us know how you get on?

OP, don't unleash hell. Anger doesn't work even if it's justified (and yours certainly would be) because people don't hear what you're saying, only the anger. Contempt that is almost disguised by amusement is more effective and gratifying. Our butler is very good at it, I'll send him round to help you.

I'd tell Trading Standards anyway because the next person might not escape injury. If they are selling something they know to be actively dangerous when used for the correct purpose then they ought to be recalling them.

And of course they should be refunding you.

Yanbu, glass candlesticks that explode are dangerous and it's lucky you weren't hurt. They should have been very apologetic and recalled them straight away, not tried to blame you for what happened. Who would expect to read instructions on a candlestick or to have to watch them constantly to make sure they don't explode?

Do you have the instructions? What did they say? Just wondering how close the candles are allowed to burn

Either way I agree that it sounds like they should have been recalled and that you should tell trading standards as well as asking for a refund.