THThe Flaming Candle★★★★★
The flaming candles is my must buy…
The flaming candles is my must buy store since I started my small candle business zero experience and knowledge. The communication from customer service is really smooth and supportive, manageable delivery time. The GW454 is perfect, what I was looking for and the fragrances amazing, I have tried new fragrances to add at my catalog but honestly are so addictive, impossible to take just a couple. I just will love they have more options like booster wood wick 0.03/0.75 but overall highly recommend.
2026-07-23
MAmakesy★★★★★
Great products & helpful support staff, but zero internal communication and frustrating fulfillment.
As a small business owner, time, communication, and efficiency are critical. While I am truly grateful for the individual assistance from Holly and Helena (who were empathetic and resolved my wick exchange) the overall fulfillment and logistics experience has been deeply frustrating due to a total lack of internal coordination.
First, my initial order experienced an unexplained 6-day delay with no tracking updates sent, forcing me to handle things myself. Opting for local pickup resulted in a 3-hour round-trip drive, only to arrive at an unstaffed reception where I had to wait in an empty lobby until someone casually walked out. The complete absence of a direct phone support line makes resolving urgent supplier issues unnecessarily slow when relying strictly on email threads.
Furthermore, despite living locally and offering to handle the return at their Haltom City warehouse, rigid policy prohibited an in-person swap. While I understand their return policy clearly states that return shipping costs fall on the customer, forcing local makers to mail a package to an address they can physically drive to makes no sense. For a small business, the $15 spent on return shipping isn't just a minor fee, that $15 is literally almost the cost of an entire extra pack of wood wicks.
The absolute final straw, however, was their complete breakdown in communication. After mailing the return package, we explicitly agreed to coordinate a local pickup for the replacements, ideal since my husband had to work in Haltom City. Instead of checking the email history, their team went ahead and blindly processed a shipping label.
To make matters even worse, after stopping them from shipping the order so we could proceed with the agreed local pickup, I was told now have to wait an additional 3 business days just to pick them up. It takes less than 5 minutes to walk to a shelf, grab 3 small packs of wicks, and leave them at reception. Forcing a small maker to freeze production for nearly two weeks over a 5-minute task is completely unreasonable.
When a company makes a mistake, the resolution process is its golden opportunity to redeem itself and rebuild trust. Makesy had that opportunity, but threw it away through careless internal miscommunication and rigid, slow workflows. I share this review constructively in hopes management takes these comments seriously, fixes front-desk staffing, trains their team to be proactive like reading customer email threads, no just apologize with no solutions and modernizes their local pickup operations. Unbelievable to get this kind of experience.
2026-07-22Verified
