Shortly after our company opened about two years ago, we started offering free samples of our wax melts as a way to give potential customers a way to try our products before purchasing.
We'd send out anywhere from 0 to 15 samples a week and more often than not the number was closer to zero than 15.
This allowed us to meet new customers while being able to extend the kind of customer service that we believe every customer deserves, and at the same time making sure that fulfilling the orders of our paying customers did not suffer.
Unfortunately, that All changed on September 10, 2020.
Someone decided to post a VERSION of our free sample program to one or more FREEBIE websites. We received over 3000 emails in five days, and over 5000 as of the writing of this article, December 17, 2020, some of which we've never been able to respond to, as well as many who clearly had never read our sample page, and just wanted something for nothing.
Don't get us wrong, there were many polite and considerate people who requested samples, and hundreds who received those samples, way beyond the normal maximum of 60 that we might send in a month.
We've tried revising our pages to better explain how our sample program works and what you need to do to get a free sample, we even tried adding a note to our registration page, but unfortunately, we continue to get emails from people who clearly have not read our sample page.
Three months after this problem started we're still receiving more emails than we have time to answer, with the majority from people sent to our site by other sites that didn't have our complete program.
We have always prided ourselves on being able to answer questions and requests in 24 to 48 hours, so this has created quite a dilemma, to the point where...
Since we've had less than 10 people order after receiving a free sample out of the over 500 potential customers that we've sent samples to, and since we've sold thousands of melts and candles, many to repeat customers, making us fairly certain that the melts were well received, we've decided to discontinue our free sample program as it currently stands.
We are currently working on a revision of the program, but our free samples program for ordering customers is still in effect.
Our new sample page will be up on the website soon.
If you wish to comment or have questions about this decision please email madison [at] lonestarcandlesandmore.com