Review Time
I've been a long-time customer of a certain candle brand, usually purchasing from a local store. Since moving, I've ordered directly from them, but my latest order hasn't arrived yet. The package appears stuck in Anaheim, CA, due to shipping service issues. Even after a replacement was sent, the new package is lost in the system, and customer support has not replied to my emails. It's frustrating why they continue to use this shipping partner despite known issues in California. I might need to stop placing orders.
I've been a long-time fan of a certain candle brand, usually buying from a local boutique. However, since my recent move, I've had to order directly from them. My latest order hasn't arrived yet; the package seems stuck in Anaheim, CA due to FedEx problems. Even after a replacement was sent, the new package is also lost in transit, and customer service hasn't responded to my emails. It's unclear why they continue to partner with FedEx given the ongoing delivery issues in California. I may need to reconsider ordering from them.
While this brand produces fantastic candles, their delivery system is quite lacking, especially for customers in the UK. Orders from their UK site can ship from various global locations without explanation. My recent order came from Sweden, leading to significant delays that weren't communicated at the time of purchase. I've only had to pay import duties on this latest order, which was unexpected. It's frustrating not knowing where orders will ship from or if import fees will apply. If they can’t adequately serve the UK market, perhaps they should reconsider their operations there.
As a loyal customer for over ten years, I found my recent experience with this brand very disappointing. I ordered a reed diffuser, but the scent was overwhelmingly sour, indicating a defective product. While I understand the no-return policy for opened items, I believe there should be exceptions for defective products. Other luxury brands handle such situations better. The customer service response I received felt dismissive and irrelevant, suggesting I explore other scents instead of addressing the product quality issue. I won't be purchasing from them again and will advise others to be cautious as well.
I used to love this brand and their candles, but their customer service has disappointed me greatly. I recently ordered several candles and received a receipt with the wrong shipping address. Despite my quick email to correct it, I was informed it was too late since the label had been created. However, I tracked the package and saw it hadn't been picked up yet. It was disheartening that they couldn't make an effort to assist a loyal customer. Now, my candles will be sent to an old address, and they charged my card with incorrect information.
I've tried multiple candle sets from this brand, giving many as gifts while keeping some for myself. However, I'm done with their candles. They are overpriced; while the scents are pleasant, they lack longevity. Several candles melted during transit, requiring me to scrape away excess wax before each use. The texture is more akin to massage oil than a candle. Although the packaging is lovely, I expected a high-quality product, not just a pretty box. If you do choose to buy, opt for the glass versions for better durability. The candles themselves just aren’t worth the price.
I’ve been buying candles from this brand for several years and always leave positive reviews about their delightful scents and beautiful jars. Recently, I wanted to highlight their outstanding customer service! They are quick to respond, ship orders promptly, and package products exceptionally well. I faced a minor issue with an out-of-stock item meant as a gift, but they offered a discount code for a replacement. This thoughtful gesture exemplifies excellent customer service. If you haven't tried their candles yet, I highly recommend you do!
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