“The items are never as described on their website which is poorly written at best. The products are never the same fragrance twice. Overpriced items which can be bought for a fraction of the price at other online retailers.
The smells from some oils are like cheap household cleaners. The email correspondence is very slow. Answer machine for complaints. No item replacement. Delivery times are poor.
Do they write their own reviews? Every site except theirs has poor reviews. I wish I had known. They are rude to customers who dare to complain. Bad mouth their own staff and owners when they do respond. One male member of staff was keen to blame the boss for or the state of the company listing all of her faults. I just wanted a good service.”
“Ordered wax on the evening of the 3rd, it was delivered to me on the afternoon of the 5th - you can’t get better than that. Other companies charging overnight or 1-2 day delivery but don’t tell you it takes them 3 days to dispatch. Email and text updates from Candle Shack of order confirmation, dispatch, due delivery and actual delivery (DPD was due to deliver on the Monday, but delivered earlier -the Saturday) I will definitely be using Candle Shack again.”
“Wish they would be faster with sending things off. Waited nearly a week for them to dispatch. Ordered items from Craftovator a day later and they arrived 3 days earlier.”
“I have ordered soooo much from candle shack over the past year, but I've been so disappointed that I feel like people should know about their customer "service".
I had ordered two pumps and two pet bottles, to see if I liked them. They arrived and I immediately liked them, they were perfect for my needs. It said on their website that it only fitted one of them and that the prices were higher while they waited for more pumps from their regular supplier.
However, the pumps worked perfectly well, so I immediately ordered 15 more pumps and bottles, plus another 5 liter of soap2go.
To my surprise, and disappointment, the second arrival came and the pumps had really, really short straws, nothing like the two I had received a week earlier.
I brought this up to customer "service" and received a condensing email telling me that's my bad as it states it only fits pet bottles. I thought I had ordered a pet bottle, but I had ordered a "tall" pet bottle. I sent them a photo to show the difference in what I had received but yet again received a condescending email telling me there's nothing they can do. I called them and a kind lady said they would look into it, checking with her manager and the warehouse.
Today I received yet another condescending email telling me that they had sent me "the wrong pump" in my first order, one that actually had a long straw, but too bad for me expecting to get the same thing on my second order, which I placed very closely (29th of March and April 6th).
I'm just so disappointed because I had so much faith in this candle supplier..”
“The invoice is 0% VAT, although the website shows different prices including and not including VAT. The invoice says the wrong address, and they don't want to correct it. Total massacre”
