“Poor service. Waiting weeks on arrival of an engagement present. Awaiting refund. They blamed postal service although had no other issues with other packages.”
“Like many others not packaged as expected, lettering doesn’t look like the words wanted looks like something else, emailed twice, sent message on insta and all ignored. Error on my part so contact asap due to autocorrect and they didn’t care or try to help I offered to pay more as I didn’t want the wrong name to get delivered as it was a memorial for Stillborn but just no reply or help! Very disappointed considering the price, won’t order again.”
“The candle which arrived is not packaged as it is on the website. The website shows a lovely gift box with matches included. In reality the candle is in a small box with poor quality printing.
The wick snipper and candle snuffer are in a box that does not close properly due to being too small for the contents.
The candle itself has very little fragrance.
I bought these as a gift for a friend but have to say I am very disappointed in the poor quality.”
“The candle which arrived is not packaged as it is on the website. The website shows a lovely gift box with matches included. In reality the candle is in a small box with poor quality printing.
The wick snipper and candle snuffer are in a box that does not close properly due to being too small for the contents.
The candle itself has very little fragrance.
I bought these as a gift for a friend but have to say I am very disappointed in the poor quality.”
“They delivered my gift to the wrong address and delivered an incorrect gift (a bereavement candle instead of a personalised engagement/congratulatory candle) to my friend instead. Upon realising that this was the case, once I got in touch with the intended recipient, Kindred Fires remediated the issue (but by then it was rather late, my friend had gone on holiday and the original candle was supposed to arrive way in advance of her travel date) but no compensation was offered for the significant mistake.”
“Pre ordered a candle 3 weeks early for a friends 50th birthday. This was not delivered although payment was taken at the point of order. I contacted and was eventually delivered three days late, very disappointing as totally ruined the gesture”
“Dangerous candles, do not buy! My candle completely shattered the glass jar, burnt my carpet and still kept burning after the jar exploded. It could have been so bad, specially with kids running around!
Customer service have denied any responsability and couldn't even offer any refund or at least partial refund. This is shocking.
Do not recommend at all!”
“A really awful experience. I don’t know whether it’s because it’s Christmas and the order numbers are increased along with the pressure, but I placed my order on the 13th of November for a special anniversary present. It did not arrive in time despite the reviews saying fast delivery, and a week later there was not even an update to say it had been dispatched. I got in contact on the 23rd to receive the reply that my order had been “missed” off the production line. I know these things happen, so I simply asked for a partial refund and then to still get the candle made. To which you only gave me £3 back but I did still want the candle so I just accepted it (looking back maybe I should have stood up for myself more). So December came round, and still no candle. I was aware of the Royal Mail strikes, so initially blamed it on this, however I still hadn’t had an email saying it was dispatched. I patiently waited anyway, and finally on the 8th of December it arrived. Except, no candle… an empty box😞 I got in contact and asked what was going on and was told I would have another made, with no offer for a refund on top. It has caused me a lot of stress and the anniversary date has surpassed long ago. I still want the candle, but a full refund I feel at this point is surely granted???”
“One star due to shipping issue only, not product. Despite ordering this on 24th November I am still waiting for the gift to arrive.
On the 30th November Kindred Fires wrote to me to say
"Thank you for your order and getting in touch. I'm sorry to hear that you're still waiting for this. I can see that your order was dispatched Friday 25th as advised however the order has unfortunately been misrouted by Royal Mail and is currently stuck in Heathrow due to the postal strikes today and tomorrow. This should now be redirected and sorted for delivery. We would advise keeping an eye on the tracking for updates within the meantime."
Latest Royal Mail tracking information says it is still at Heathrow! There is no good reason for it to have been routed via Heathrow in the first place.
This was an anniversary gift so the moment has now passed unfortunately. Please Kindred Fires, don't use Royal Mail again, they are unreliable even when they aren't on strike, I would be willing to pay a little more for another delivery company. I realise it isn't Kindred Fires causing the delay, but perhaps you can pressure Royal Mail to up their game?”
“Delivery was awful through Royal Mail - RM delivered to the wrong address and I never got my product!
Luckily Kindred Fires issued me a refund, but I never got the product! Royal Mail is awful so please stop using them as your delivery service!!”
“My order has still not been delivered and it was placed on 8th September 2022, staff do not answer emails and this is the only way to contact the company. I would not order from them again or recommend”
