I was disappointed with the product and service received. 39 of the 250 candles ordered showed up broken, that by itself was inconvenient but understandable, after all, once the candles were shipped they have no control. My non-recommended status comes from the quality of the remaining candles that were not broken and the customer service received. The majority of the candles had air gaps between the glass and the wax giving them an unfinished and low-quality look. the wicks were not centered on several of them, the wax is cheap and burns fast compared to the wick size causing them to put off more smoke then you would expect from any candle, this actually set off one of our smoke detectors. I asked our rep about some of these issues and she said the quality was normal and said all high-end candles have similar wax issues. I find it interesting that none of the "normal" deficits were visible on the website's photos. I worked with them to return the damaged ones, and they put the burden on me to take dozens of pictures and document the damage and refused to offer any credit or refund until UPS had the info they needed for their insurance claim. From an operational practice I understand this, but let me summarize why it is unacceptable from a customer service standpoint.
1. I spent thousands of dollars on custom candles
2. I received sub-par candles that have multiple defects and part of my candles are broken and completely unusable
3. I'm required to spend significant time working with them to catalog the damage BEFORE they would entertain a partial refund
4. I have to store their defective product just in case UPS might want to inspect it
5. When asked about the quality they pretended that it is normal, and "everyone's" candles have the same problems.
All and all, the quality was far below expectation for the price and customer service was far below a reasonable standard. read more