“I spend well over 100 every few months, because I love the smell but the candles do not last long at all! Then I ordered about 10 candles for gifts for Christmas one of them was broke so I sent pictures through email showing them. They are saying they cannot upload the pictures which is odd because I send pictures through email all the time for family they are declining to assist me any further until I mail a picture of this broken candle to them. Customer service is horrible! I will never order from them again! I heard something’s about this company not allowing their employees to leave during the horrible tornado that went through there, so this just put the nail in the coffin!”
“I placed a Christmas order 3 days ago and am still waiting on a shipping confirmation. Their “customer service” sucks because you have to text or email question or concerns and then have to wait 24-48 hours to receive a response! I placed orders with 2 other companies and both are coming in on Friday but I have no idea when or IF these candles arrive before Christmas. Terrible experience and this will be my last time as a customer.”
“Ordered some candles for like 10th time. I have sent maybe 5 emails saying that half of them arrived broken and each email says “hey can you please attach pictures? I see you tried but I can’t pull them up so can you please resubmit again”. So I do and then I get ghosted. It’s been almost a week since anyone responded back. I’ve spent so much money with them over the years and I will never buy again. I will be disputing my charges this time too I guess since half are unusable and they don’t want to make it right. Such a shame bc they do have some good smelling candles. I’ll be sticking with bath and body works going forward. Oh and the live chat doesn’t work either. Lost my business”
“I stopped ordering from Goose Creek awhile ago- Very slow shipping. And one of my candles would always arrive broken. But, they are having a good sale (and you can pay for expedited shipping!) so I ordered on 12/3. Guess what? It’s almost 12/12 and nothing has shipped. I ordered Christmas candles.
I am telling myself I will not order again. And stick to it. It’s a shame, because they do have good candles.”
“I ordered candle eight days ago message them on messenger and they said they usually ship out with 2 to 3 business days. I have yet to receive any tracking info on my candles or anybody to tell me when they will be shipped. They just keep telling me it’ll be shipped soon. Very poor customer service first time customer and last time customer it’s not the consumer’s fault if you cannot get your orders out in a timely manner.”
“I ordered candles on November 30 and still haven't received them. Every time I email about my order, I get the same generic spill about processing times but I paid for express shipping. Never again”
“I ordered over a week ago & they still haven’t shipped my order. I’m told another 3-5 days & they refuse to cancel & refund my money. I filed a complaint with the BBB! They just lost my business!”
“Customer Service sucks! They do not return emails according to there guidelines. They do not offer a gift message. I have spent 102 minutes writing and calling and all I hear is ,"I am sorry, but cannot help you". Stay clear of this company. You can buy there product at Wal-Mart CHEAPER. I will NEVER buy anything from this company in the future.”
“I used your candles quite a lot before somebody decided to change the recipe and you get the candle and it had no sense when I saw you advertising again I thought oh good they changed the formula and hopefully I'm going to purchase a few and hoping that they were exactly like they used to be well here's the thing they are not! very disappointed”
“Ordered first time, received candles but it took forever. Ordered again and my order was sent to an old address. I contacted them at least 5 times. No one will process my refund. They stopped answering me. So now next step is BBB and the attorney general I won't quit until I get my refund. Candles are not that great!!!!!! Don't buy!!!!”
“These candles are amazing!! It fills my whole house with its smell, and they’re way cheaper than bath and body. I’ll forever buy my candles from here.”
“Their candles smell good, but customer service needs to improve. I contacted them because I had an item missing from my order and wanted them to send it to me. They send me a gift card instead of the order, so now I have to pay shipping again to get the item I wanted. Back to Bath & Body Works I go!!!!!!”
“Customer service is absolutely awful now! I genuinely like their candles, but placed an order for $114 and when I used apple pay it used an old address. I sent an email minutes after placing my order when I saw it and an automated response sent me a $10 invoice to change address’s. Clearly it hadn’t been packaged or shipped that quickly. I sent multiple emails with no responses, then got one the next day following up asking for the $10.”
“I placed my second order over this past weekend. Two Christmas 3 wick candles. They arrived today. Less than a week. They were well packed, and as pleasing as my first order early in the year. Great scents, of balsam, fir, and just Christmas. Will definitely order again.”
“Beware / Misleading
Great Customer Service has now become a faded memory after COVID. It seems that companies and AI have begun to dehumanize “valued customers“ by not thinking of themselves as the customer nor thinking outside the box to fix Internal issues beyond the customers control.
My nightmare began in November after making a couple of purchases from my local Wal-Mart. Curious to see if Goose Creek Candles offered a larger selection, I went on line, and to my surprise there were several fragrances to choose from along with candle melts. On this particular day, they were offering a promotion. Unfamiliar with the choices offered, I decided to take a chance for the holidays. Upon checking out, I noticed they offered the buy now pay later option, which made it easier to go back and get more. Unfortunately, after being approved, their shopping cart platform had a glitch and changed my selection to use my debit card instead.
This was going to cause a problem. So I immediately called the number offered, emailed support, only to be told that they couldn't help me. I requested the order to be canceled so I could choose the payment method chosen. No one was willing to help. They kept giving a standard scripted answer. I truly feel if someone was on point with reading my cry for help on the 1st business day, they could have stopped the order. And allow me to place it again using my preferred options.
It's a shame that the bottom line is all about money and not helping the customer with an internal issue. Yet, strongly cautioned me not to refuse delivery as this would cause me more issues, the customer. When I advised them that I would be sending everything back, they offered an olive branch to waive the return shipping cost. WOW!! Never mind about the issues with my checking account. SMH”
“I can't get on the web site to order tried for 3 days keeps shutting down it is not on my internet when I told them I couldn't get on their website they wanted to pay them to order for me how ridiculous”
