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.
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