Imperial Candles Anmeldelser 

I am honestly really quite sad to be writing this review about a company I have used to buy gifts from for a few years now. Their products are fantastic and everyone who I have given them to have loved the piece of jewellery hidden in their candle. However, I have no idea what has happened this year, I ordered my gifts on the 30th November and still haven’t received them we are now on the 19th December!! I have reached out by email and after a few days Imperial Candles did respond:-

To kindly confirm, your order has been placed with Guaranteed Christmas Delivery which guarantees delivery prior to Christmas, though does not include a specific time scale for delivery. This is because our production operates in an alternative manner to increase efficiency, ensuring that all customers will receive their orders in time for the holidays.

If this is the case and they know that there is no specific time scale for delivery how can they be charging a £4.99 delivery charge for guaranteed delivery between 4-7 working days?? My order was actually placed at the end of November for a friends birthday on the 16th December. With the promised delivery time scale that I was paying for I fully expected 16 days 10 of which working days would be time enough for the candle to arrive, unfortunately not and I’m out of pocket another birthday gift!!!

Maybe the alternative manner that this company works by to increase efficiency should be, don’t advertise candles that you don’t have the stock ready to put out to deliver - simple!!

I ordered two candles as Christmas presents fir my Grandaughters with the promise of the order being delivered in time for Christmas. However, they will not arrive on time as not yet dispatched and tomorrow is Royal Mails last guaranteed Christmas delivery posting. These candles are expensive and it took me six weeks to save up for these gifts and this company has let me down along with many other customers. They take days to reply to email enquiries and their customers service skills are atrocious. I hope they find a sincere way of compensating all the customers they have let down this Christmas 2024.

Ordered 5 candles on 1st December. It is the now the 19th December and my order hasn't even been dispatched.
I ordered as Birthday and Christmas presents. Birthdays on the 18th and 20th Dec and a 3x Christmas two will be required by the 21st Dec. I know its a busy time but when I ordered delivery times were 3-7 days. I emailed to see where my order was and the reply was guaranteed Christmas delivery. I had explained I would need the items by the 18th. I think 3 weeks without dispatch is unacceptable. I have now had to go out and purchase 3 more presents. Avoid during busy times.

Edit: Now the 23rd still no sign of posting. 2x birthdays missed and 3x replacement Christmas presents purchased. REFUND!!!!!!! Out of pocket. Ordered a couple of times a year for years. Won't be ordering again.

Arrived today 27th Dec so much for guaranteed Christmas delivery. If I could give 0 stars I would

I have ordered many times from this company never had an issue until this year ,I ordered on the 8th December with a delivery time 5-7 days I emailed after 7 Days to ask when the order would be shipped out and I did get a response telling orders placed before 15th were guaranteed for Christmas delivery ,I understand it’s a small company but the communication could be better when things go wrong ,my items have arrived this morning 24th December so just in the nick of time , quality is and always has been outstanding hopefully things will run a lot more smoothly next year and you will be better prepared for increasing Christmas orders

I can fully appreciate they are super busy and it is a busy time of the year but the customer service is just non existent.
I ordered over £100 worth of items for a mix of birthday and Xmas and wouldn't even have minded if they arrived after Xmas but I would love to know either way so I can prepare and not turn up empty handed.
I am so disappointed in them after years of being a customer, and it's worse knowing that others orders have been arriving when placed after mine.
REFUND ME PLEASE I'll buy elsewhere!

EDIT 20/12, just received the items and they are amazing so I’m changing my review, the delivery and lack of information is the only downside. I ordered 29/11 and expected maybe a little wait, I checked with them through IG for time frames as couldn’t see delivery time scales. They advised guaranteed Xmas delivery. So left it as that seemed fair however by Friday last week I started to panic as I haven’t received any dispatch info. They got back to me that day saying it should be dispatched in the next few days. Still I have received no product and no dispatch notice and my messages are no longer being responded to. I wasn’t going to leave a review but this is beyond acceptable as, like everyone else, these are Xmas gifts. I am noticing people who have ordered after me have received their order already, surely if delays are due to the hand making of them, then the people who order first should have theirs first. It looks like this isn’t the first year this has happened, maybe you need to be having a cut off so orders can be fulfilled? I don’t have the time or money to replace these gifts so I’m really hoping you guys do the right thing and get them to me before Xmas!

I ordered a candle for my girlfriend for Christmas on Friday 13th Dec, it may seem as though I'm a little impatient but I have paid extra for a guaranteed Christmas delivery (£4.99) and it was supposed to be here on Tuesday. I received an email to confirm my order but I haven't heard anything further. I understand it's a busy period but please don't charge people to guarantee their products arrive before a certain date if you're not going to stick to it. I have emailed and tried ringing, it rang for over 7 minutes and nobody answered, what's going on? Where's the candle I paid £34.99 for? Am I going to get it in the next few days? Very dissatisfied and disappointed! I have bought from you once before and never had any issues but this is quite annoying especially when all I want is to surprise my girlfriend... please help/sort asap. Ben

I placed an order on 1st December and was hoping to have the products delivered in time to be given as Christmas presents. As of the 19th December I still haven't received the goods and have emailed them twice to see if they can give me a delivery date. I have placed several orders with this company previously and have been delighted with the products I have received but their failure to respond has been very disappointing hence the 2 stars.

The products themselves are absolutely lovely, however their customer service is shocking, this is my third year in a row ordering from them for Christmas gifts and I would have stopped after the first year if a family member didn't love the candles so much! First year they were advertising on the website a free product with purchase, I didn't receive it and then they completely brushed it off when I emailed them stating that it was out of the timescale for the offer, even though I had a screen shot of the website banner still advising of the offer when ordering, and the last 2 years their delivery times have been really poor, no communication, I ordered on 1st December and have had absolutely nothing from them since, this will be the last time I order from them as it just isn't worth the shocking customer service.

As a customer I have been ignored not one reply from my many attempts to contact Imperial Candles, a order was placed back in November no communication or apology nothing, so contacting my bank tomorrow to claim back my stolen money as communication is clearly broken down on there part.

Ordered on the 29/11/24 says 7-10 days for delivery that’s acceptable, however it’s now the 17th December, not a single email about dispatch, an apology about delays or even a response to my email asking if they will be here for Christmas. If the company are clearly struggling with demand then there should be at least some communication. I am not sure that they will come in time for Christmas and we’re gifts. 3 candles and 3 wax melts so not even a small order. Which means I’ll need to go buy new presents for 3 people but still have spent on these. Can’t even gift them as Mother’s Day gifts as they are all Christmas themed scents ordered. Not very happy.

Updated on 24/12:
Have received my items, just in time for Christmas!! Thank you!!

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I placed my order on 24th of November, have yet to receive. Sent multiple emails and did not receive any replies. Tried calling and the phone rang for a good 3 minutes and no one picked up! Am very disappointed.

Ordered 3rd December has not even been dispatched yet . No reply to emails finally managed to track down phone number who confirmed that it had not even been prepared for dispatch and I may receive on 23rd ? Not happy at all

Ordered 2 candles on 29th of November and had nothing. Emailed them and explained I needed to send as Christmas gifts. All they said was I will get them before Christmas. Haven’t even been dispatched yet. No way will my family receive them now before Christmas!!

Ordered 29th november and not even shipped yet. When I emailed for an update all i got was it will arrive before Xmas with zero apology... they've removed all shipping timescales from their website and removed the shipping faq page. Blatantly trying to mislead people by hiding the fact they intend to make you wait 3-4 weeks for your order, but don't have the balls to tell you that until you chase them after not receiving anything.

To add insult to injury they have the cheek to email you asking how your order is, begging for a trustpilot review 2 weeks after they've took your money and done f all - so here's your review you immoral little sneaks

Update - it's xmas eve afternoon and I've still not received anything. Yesterday they advised it would be shipped by end of day and arrive today. They marked the order as shipped this morning and royal mail haven't received anything yet...

So we have a month long lead time which they did not disclose until a week after the order was placed. And a "guaranteed before Xmas" delivery which they failed to even ship in time for.

Oh and a blatant lie regarding when they would be sending the order

Still waiting on my order and replies to my emails, these are Christmas presents and I am concerned they will not arrive on time. Ordered on 08/12 and no updates since placing and paying for 2 items. Very disappointed in customer services, as I purchased because of positive reviews on the quality of their candies and wanted this experience for the recipients.

Ordered 30.11.24, received today 16.12.24. Well worth the wait. Xmas present for my daughter. Smells lovely, well packaged. Very happy, thank you. 😊

Ordered the candles before and they are great but they are a luxury and I always order for a gift. Ordered a Christmas one as a gift a month in advance as delivery is slow.. still no candle to exchange as a gift. Very slow processing times. They shouldn’t be having high volume of orders if they can’t process them quick enough! Definitely put me off ordering again.

Edited on further disappointed service - On communication with customer services they inform of a delivery time & offered to change address to enable delivery to recipient, which was then not completed. They have ignored emails since! Very poor service.

Absolute joke of a company!!
Ordered on 29th November it’s now 16th December and still waiting for them to dispatch the items, which are presents.
Communication is practically nonexistent & when you do get a reply they get all snotty with you, like how dare you chase your order.
Seriously if this company can’t cope then they should knock on the head as they are awful. Would strongly recommend avoid using them, I certainly won’t any more.

Always have loved the products however I ordered on the 24th of November and yet to receive my order. I have emailed 3 times now and the only response is saying it should take 7 working days and it’s been 20 days. This is a present for Christmas and is looking likely I won’t ever get this item. I understand everything being freshly made but I haven’t even had a confirmation email. Just disappointed.

EDIT I had a email the same day I posted this review and they told me my order will be here by Thursday and I would receive an order confirmation a day before which I haven’t! I’m very doubtful of this turning up.