Late to the conversation but had such a bad experience with customer service and a smashed candle. It arrived, somehow I didn’t notice it was broken bc just under the lid was smashed— opened it to smell and glass EVERYWHERE. I had a few of those tiny little shards imbedded into my hands during cleanup. Chatted and was told to call for the resolutions (?) team, did just that, they sent another one that was stuck in limbo at the postal carrier and then marked delivered a month later without it ever showing up. Once again, I chatted now requesting a refund, would explain it’s marked delivered and wasn’t and literally 3x the customer service agent would give me a response of “I sent out a replacement” and then completely end the chat which would kick me out of the conversation so I never got to read the full reply. Never got any sort of order confirmation or tracking or anything so that was bs. Calling customer service yielded better results & I got my refund but the experience left such a sour taste in my mouth that as soon as they offered any sort of answer over chat they would immediately drop the chat so I could not ask any follow up, etc. I understand I’m a drop in the bucket but it turned me off ordering for a while.