I am a long-time customer of Swan Creek and regret to say this experience has ended my relationship with this location. During a recent visit to complete our annual Christmas candle shopping, my wife, children, and I had a highly unprofessional experience involving an employee named Amanda. When we asked basic customer service questions--specifically about available gift sets and whether we could check out--we were met with unnecessary rudeness and dismissive behavior. Her words and actions made it clear that we were unwelcome in the store. This visit occurred within the final hour before closing, which may explain the treatment we received, but regardless of timing, customers should not be made to feel unwelcome or uncomfortable for asking routine questions. Unfortunately, the issue did not end there. Several days later, we contacted the store to report our experience. Amanda answered the phone and stated that there was no one overseeing management at the location and refused to provide contact information for any supervisor or corporate office. My wife did not identify herself during this call, so there was no indication that Amanda knew she was speaking with the same customer from the prior visit. On a subsequent call, I again spoke with Amanda and was provided a generic Gmail address as the only point of contact for someone allegedly overseeing the location. During this same conversation, Amanda stated she was working alone, which was later determined to be untrue, as the individual whose email address she provided was physically present in the store at that time. Eventually, I did receive a callback from the individual currently overseeing the store. I was informed that the store manager was terminated earlier this year and the position has not been filled. Despite assuming managerial duties, this individual stated he is not authorized to coach employees, address performance concerns, or take corrective action. No apology was offered for our in-store experience. Additionally, I was informed that there are no formal processes or training in place at this location related to customer sensitivity, diversity awareness, emergency situations, or incident escalation to corporate leadership. This lack of oversight and structure is concerning from both a customer service and safety standpoint. Based on this experience, it appears there is little to no accountability or management oversight at this location. As a result, I cannot recommend shopping here and will not be returning. read more

The only reason there is one star is because I cannot choose a zero. Unfortunately the candles I love, the customer service there on the other hand was astonishingly under par. And that is putting it mildly. My family and I were treated as almost an inconvenience, which is terribly sad as this is one of our favorite places to shop for candles and Christmas. I have worked retail/customer service since I was 16, I have dealt with everything under the sun you can think of. Our very normal shopping experience is not one that I would even remember in all my years. It is not one I could even recall. Especially with a small family business such as Swan Creek, you would think they value any and everyone coming in to spend their hard earned money on their products. One of their employees clearly felt otherwise and in front of my children made an (extremely uncomfortable to say the least) scene. Trying to talk to anyone since this incident has been like pulling teeth. I understand policies must be in place, but it has been made very clear that they do not have any procedures in place to handle something like this. Which is wonderful on one hand, meaning they don't often deal with this, and horrible on the other hand because it leaves customers on their own, with zero support from a small family business. All we asked for was follow up on training for employees, and an apology. I have never left a negative review in my life, but since no one would like to address this issue, it feels like my only resort. I'm not sure why, but I still have faith that maybe someone higher up will follow through, however it has not happened yet. read more

We came in to purchase candles and had a disappointing experience during checkout. The employee (older lady with blonde hair in a ponytail) assisting us was passive-aggressive throughout the process, even before the check out she was short and cold when asked questions, especially when my dad tried to use a gift card that did not have a chip. She appeared unfamiliar with the machine and became visibly annoyed, speaking to him in a condescending way. Another employee stepped in and was very kind and helpful, and the gift card worked without issue. We completed our purchase and left on polite terms. Unfortunately, after we had already left, police were called with claims that my dad was being unkind and attempting to damage the machine, which was completely untrue. The officer quickly realized this claim had no merit and left. Again, if she felt truly threatened, why not tell us, or ask us to leave? She had no problem taking our money which was over $100. This situation was unnecessary and stressful, and I hope management addresses how customers are treated and how situations like this are handled in the future. Not to mention wasting police officers time on a non issue. I will make sure everyone I know is made aware of this encounter, and will most definitely be taking my business elsewhere, which is disappointing, because shopping local is important. The only reason there is one star, is because it is mandatory to choose one. read more

Ok so I have bought numerous Swan Creek candles. Mostly from a store where I live near. At times I buy from their website. Love all of them "except"the two new fragrances I tried! Please do not buy the Coconut Lime, so strong and not a good fragrance, made me nauseous. Also the Lavender Mist slightly strong, albeit nice, but only for a very few minutes. read more

I purchased 10 wax melts to get free shipping and also was sent a free gift (coffee flavor) I called the company. Someone returned my call stating that everyone receives the same scent for the free gift. I explained that none of the scents I ordered were even remotely related to the smell of coffee. The person was pretty rude and basically indirectly said sorry about your luck. That's it, end of conversation. I will never order from this company again. These wax melts are not inexpensive. I would expect better customer service. I will be sending these all back at my shipping expense just due to the nature of the customer service I received. read more

My sister's been jonesing to go here all year. Last year, we ordered online and this year we took a ride to Swanton. It's past the airport and next to the Dollar General. I have a hard time smelling scents through a mask so I let her pick. Lots of seasonal pumpkin offerings, plus coffee scents for Xmas morning. We took advantage of the " buy 4, get 1 free". Got some for the season and a few for after. "Snowflakes at Midnight" is a must! It smells like a winter evening when the snow starts gently falling. So pretty! read more

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Horrible customer service with lack of policy explanation, and comprehension. We WERE a longstanding wholesale customer with swan creek, bought in excess, and didn't purchase for a few years while we went through our stock. Debbie Duke informed us that they run on territory and because ONE other store in town, holds their candles, we are no longer allowed to purchase wholesale? The other store in question started buying AFTER we already held an account for multiple years (or held territory, in debbies words) So we held the territory, according to Debbie and then they backdoored us with selling to a different business within said territory. After asking for clarification on said policy, she said that we had two years after our last purchase date before we are classified as a new wholesale business. After the two years the territory is no longer allocated to us. We never recieved notification that if we didn't purchase by a certain date we would loose access to buying wholesale. So not only did they blindside us by not notifying our business of the potential loss in wholesale status/territory, they did it quietly, set up another account in the same town, our territory, and then when we went to order more we were struck with "we have a better customer already in your town" WHAT!? It appears they just stick with whatever company purchases more and screws the other small busineses which to that is contradicting especially if they claim to hold territory and respect to the other businesses sales. They didn't do it for us. They didn't hold territory for us, nor were we notified of the impending loss of wholesale status PRIOR to THEM taking on another store within our territory. Extremely disappointed. I won't even get into the WHOLE attitude from the front desk receptionist and Debbie herself. While I can understand the sass and attitude from minimum effort workers, I am blessed with backgrounds in law, customer service and psychology to understand that people just have weird days. Hopefully Debbie gives me a call back, with a better attitude and her listening ears working. She "didn't have time to look into the account" nor listen when I called because she wanted to go have lunch...maybe she was hangry read more

Best candles ever!!! Take a quick ride out to Swanton & stock up for the year! Beautiful store... read more

I love swan creek. My mom will send me candles for my birthday and Christmas. I was happy I was visiting because I made a stop and stocked up. I bought enough to last me a year. I signed up for their club to earn discounts in the future. I also learned I can order online. Who doesn't love that? read more

I like to stop in here every time I'm in town. I've been getting Swan Creek Candles for over 10 years now and they are all very fragrant and high quality. They have their standard fragrances as well as seasonal ones. I could purchase them online, but I'd only do the for my staples that never change, like vanilla. I wouldn't pick a new scent unless I'm in the store to see if I like it because they aren't exactly cheap. The store itself, which is also an antiques shop, is extremely cluttered though and difficult to maneuver around even if you are by yourself carrying just your purse. The staff is somewhat friendly, but the owner is kind of rude and isn't very kind to her staff. She wasn't exactly out of ear shot when reprimanding an employee which I find disrespectful and unprofessional. If you look at just the quality and price of the product, anyone would be pleased with it. In fact, I even got the owner of a spa I worked at to use these candles exclusively as well as sell them in the lobby. read more