Review Time
Having shopped with this company for about 20 years, I've seen them at their peak in creativity and service. Their products were always delightful, especially the unique artisan creations during the holiday season. Unfortunately, since the pandemic, it seems the focus has shifted to catering to social media trends, leading to an overwhelming number of new and 'limited release' perfumes, alongside some rather unnecessary merchandise like oversized wax vases. I particularly miss the artistry of the Christmas offerings, where room fragrances and candles were uniquely packaged each year. Now, it feels like the same scent is just being repackaged, which is quite uninspiring. They've produced much better seasonal scents in the past. Regarding service, while I have no complaints about the staff at their physical location, the online service could use more attention to customer needs. After spending over £300 recently, including £276 just two days ago on their website, I expected at least a small token of appreciation, but all I received was a single sample of a perfume I had just purchased. This could be seen as thoughtless or even cynical. Their idea of a 'gift' seems to be placing already beautifully packed candles inside seasonal boxes, which, while lovely, feels rather pointless and wasteful. Despite these concerns, their candles remain exceptional, and I will continue to support the brand, although my loyalty is rooted in the past rather than its current direction. It's disheartening to see a brand with such artisanal roots lose its individuality.
I've been a customer for about 20 years, and during that time, the company has been a benchmark for excellence in both creativity and service. Their products used to bring immense joy, especially the unique artisan creations during the holiday season. Unfortunately, since the pandemic, it feels like creativity has been overshadowed by a focus on appealing to social media and the relentless launch of new 'limited edition' perfumes and some rather unappealing merchandise, like oversized wax vases, which seem unnecessary. I particularly miss the artistry of the festive season, where room fragrances and candles were beautifully packaged and unique each year, unlike the recent trend of simply re-releasing the same product in new packaging, which has become quite dull. The quality of scents, especially the seasonal ones, has diminished compared to what they offered in the past. Regarding service, while the representative at the store was excellent, the online experience could use more attention to customer needs. After spending over £300 recently, including £276 just two days ago, I expected at least a small complimentary gift as a token of appreciation for customer loyalty, but instead, I received just one tiny sample of a fragrance I had already purchased. Their idea of a 'gift' seems to be simply placing nicely packaged candles into seasonal boxes, which feels wasteful. Despite these issues, their candles are still wonderful, and I will continue to support the company, but my loyalty is based on past experiences rather than what it has become. It’s disheartening to see a brand with such a rich artisanal heritage losing its unique character.
The customer service is incredibly unhelpful! I have proof of purchase and evidence that the item was in perfect condition, yet they refuse to allow a direct exchange for the same item at a different scent. Instead, I was told to return it and place a new order. This was especially embarrassing since it was a gift! I had to handle the return myself because the customer service was rude and unhelpful, leaving me deeply disappointed with such an expensive brand.
I sent a gift directly from the company, but the recipient was unable to exchange it in-store because it was purchased online. The online policy only allows refunds to the original purchaser, which makes no sense for a gift service. Customer service was frustratingly unhelpful. It’s disappointing to think of others who received gifts they can't exchange. I won't be purchasing from them again. I've bought several candles, but I've noticed a significant decline in scent quality since 2021; they now seem comparable to cheaper options, although the perfumes still perform well.
While the products are lovely, the customer service leaves much to be desired. It feels like dealing with a disoriented chatbot—asking simple questions results in confusing answers with no resolution. The welcome gift is an uninspired notepad, which is disappointing for a brand known for quality.
I ordered a perfume as a birthday gift for my daughter, but what a letdown. The bottle was not as expected, looking like a cheap imitation. I emailed customer service three times without a response. It’s frustrating that I now have to wait for a return label, find a new shipping box, and deal with the post office just to get a replacement. This has been an embarrassing and time-consuming process, and with such poor service, I regret making the purchase.
I ordered a room fragrance and soap, and the order arrived quickly within three working days. It was beautifully packaged in a gift box and pouches. I also received the two perfume samples I selected and a notebook with my order. I'm very impressed with the care taken in packaging and the overall service. I will definitely order again.
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