Illuminations Candles Has Excellent Customer Service

Reader Marcy writes to tell us about Illuminations candles and their excellent customer service.

After a candle she ordered arrived smashed, Marcy called Illuminations and was pleased by their friendly and generous customer service:

I am writing to share with you the outstanding experience I had with in the hopes that my story will encourage others to confidently purchase their products.

First, I feel it’s necessary to point out that Illuminations used to have retail stores in my area, but they have recently scaled back and aside from Arizona, California, and Washington, they’re a web-only entity, which is tricky because they sell candles. A large part of what makes Illumination candles superior is the quality of the scents, and to date, we don’t have scratch-n-sniff technology on our computers.

I purchased several of their large jar candles as a result of a tip from Bargainist about a sale. These were some deeply-discounted candles; I paid $4.50 for the large jar candle which usually sells for $22.50 – for an 80% savings. In all, I purchased 11 candles.

Alas, one of the candles arrived shattered, despite the frankly outstanding job they did packing the box. I carefully scooped up the larger chunks of glass, and slid it into a ziploc bag with the candle for safekeeping until I could call their Customer Service department the next Monday.

I finally got around to calling today, and spoke with an outstandingly pleasant representative who apologized profusely for the problem. She checked my order and found that the products I had ordered have all sold out since my order was placed, so she immediately offered to refund the price of the broken candle. Additionally, I should just throw the broken candle away, as it’s dangerous.

I was completely blown away at how smoothly this was all going, yet I was a bit saddened because I really was looking forward to having the candle. I asked if there was anything I could exchange it for or apply it toward, and she paused very briefly before telling me she would exchange the broken clearance candle for one of the brand-spanking-new fall scents. It’s an even exchange with no shipping fees assessed.

I’m thoroughly pleased with this resolution and shortly after our conversation, I received an email confirmation containing tracking info. My new Oatmeal-Raisin scented candle is on its way.

Please let your readers know that amid the myriad sordid tales of woefully inadequate and disappointing customer service policies that proliferate the web, there are some gems and Illuminations shines as a wonderful example of quality products and quality customer care.

– Marcy

Kudos to Illuminations. Not only did Marcy have a pleasant experience, Illuminations swapped a full-price candle for Marcy’s clearance item. (Full Disclosure: We have to confess that we had almost the exact same experience with Illuminations, and happen to be sitting here right now with an Illuminations lilac jar candle by our side. These jar candles are like crack, that’s no lie.)


Edit Your Comment

  1. banned says:

    No applause here, they did only what I would expect the to, if they ever wanted my business again. They have insurance for this, which covers full price, not the sale price, and I’m sure shipping costs include insurance if damaged in transit.

  2. Toof_75_75 says:

    The “” hyper-link needs fixed to include 3 w’s.

  3. B says:

    @rocnrule: Replacing a broken clearance item with a new release is above and beyond the call of duty in my book.

  4. banned says:

    Perhaps that is why companies continously get away with shady business practices, because their customers don’t demand more. Anything with a warranty says if they can’t repair or replace, they will replace with model of equal or greater value. I know this isn’t warranty stuff but come on. Its a tax write off.

  5. flash13 says:

    As a result of this posting I’m going to make sure my wife is aware of this site for future candle purchases. Reports of excellent customer service are few and far between so I’m always willing to take my business to those that get such glowing comments.

  6. vanilla-fro says:

    @ROCNRULE: This would not even be close to an insurance claim or a tax write off.
    It may not be above and beyond what they SHOULD do, but it is above and beyond what many companies WOULD do.

  7. Ickypoopy says:

    @ROCNRULE: Refunding the purchase price of the candle is adequate compensation for not recieving the good in question. Replacing it with a higher-cost but similar item is going beyond what is neccesary.

  8. MattPol says:

    Scented candles are an item I love to use, but never really get around to buying. I think your “crack” simile is right on, Meg.

    Because of this post, I am going to buy a few from them right now.

  9. MattPol says:

    Also, does anyone want to reccomend a few scents for me?


  10. Meg Marco says:

    @MattPol: Lilac, Apple, Pear, Honeydew, Fresh Air.

  11. 3drage says:

    Oatmeal cookie, yum. Now I’m looking forward to Fall, my Birthday, and Halloween. Hurry up and be over with, Summer!

  12. LTS! says:

    Seriously.. if you need Fresh Air, go outside. If you can’t get fresh air there, do you really think an incendiary device is going to provide it?

    Kudos to the company for offering up a replacement candle.

  13. grebs says:

    @LTS!: It’s 110 degrees outside and smells like ozone. I’ll take the simulation.

  14. minneapolisite says:

    Sending a full price candle when she only paid for the discounted candle definitely was above and beyond. Kudos, Illuminations Candles!

  15. brokennails says:

    @LTS!: I live in L.A. There ain’t no “Fresh Air” here.

  16. Paul B says:

    You’ll find the same no questions asked policy at Yankee Candle, which by the way, bought out Illuminations a couple of years ago. Don’t care for the scent after you’ve burned it a while or did it burn “funny”? Just take it back and exchange it.
    Oh right, that full disclosure thing, my wife is a manager for YCC.
    Yeah, we got ’em e v e r y w h e r e !

  17. RebekahSue says:


    It may not be above and beyond what they SHOULD do, but it is above and beyond what many companies WOULD do.

    It’s a damn shame that what USED to be standard customer service is now considered “exceptional.”
    Given the poor competition in the retail business, overall, though, wouldn’t we all say that Illuminations really shines here?

    /ducks and runs

  18. mac-phisto says:

    Q: when is a big thumbs up to a company on a highly-visible consumer site NOT a good thing?

    A: when your product is compared to a highly-addictive, illegal, destructive & potentially deadly substance.

    that said, i’ll take two. *tweak* *tweak*

  19. mrjimbo19 says:

    Kudos to this company for providing superior service. Whats so sad is that it took very little effort to really impress us, imagine if this was the normal way of doing business for most companies?

  20. David Millar says:

    Can’t say I’m a big raisin scent fan, but glad to hear the customer service didn’t stink.

    (Also feel free to punch me in the face for that pun – I had to do it!)

  21. I just placed an order myself. Always glad to support the folks who do it right!

  22. LTS! says:

    @grebs: If it’s 110 degrees outside why would you be lighting a candle? Adding a heating source to the room seems rather counterproductive.

    As far as living in LA… you’re going to need a lot of candles to get the “fresh air” scent. :)

  23. carlyn516 says:

    hi oiut there! I fell in love with Illuminations when I lived in Orlando. Now living in Jeresey, all stores have closed. I can easily walk into Yankee candle or bath and body works for the White Barn Candles, but I’d rather order from The candles are 22.50 each but I placed an order yesterday and rec’d 15% off plus free shipping – google illuminations discounts and see what you can find.

    The scents are made of real ingredients that can be used in food without by-products and the wicks are made of cotton and/or paper. I am so happy to see others like the store as much as I do.

    This is what everyone is getting for the holidays! Its different and superior quality. Everyone will ask where you got the candles from.

    Have a nice day.