I ordered a Goji Tin candle. I received Huckleberry, melted and with the lid crushed. I reached out to Voluspa over a week ago and they never bothered to reply. That’s very telling as to how little they care about their customers.
I have been purchasing Voluspa candles for a long time. Mostly I got them at my local boutique but since I moved I have been needing to order them directly from Voluspa. My most recent purchase is yet to arrive. The package never makes it out of Anaheim, CA due to issues with FedEx. My original package was replaced and the package is again stuck in the FedEx system without trace and customer service doesn’t even respond to my email. Still not sure why they keep using FedEx as their shipping partner with all the known issues out of Cali. Will have to stop ordering from them
Voluspa make some truly wonderful candles but their delivery system leaves a lot to be desired if you're in the UK.When ordering from their UK website orders can be shipped from different locations in the world (without explanation as to why). In my case this has included the Netherlands, the US and with my most recent order, Sweden. As a result of this delivery times vary significantly but this is not made clear at the time of ordering.I've never had to pay import duties on any order I've made except the most recent one (from Sweden) where Fedex charged me over 50GBP.Not knowing where your order will be delivered from when ordering in the UK or whether or not you'll be charged import duties is not acceptable.If Voluspa don't have adequate systems in place to cater for the UK market, they should withdraw from it until they do.
I’ve been a loyal customer of Voluspa for over a decade, but this recent experience has been deeply disappointing. I purchased the Wildflowers Reed Diffuser, only to find the scent overwhelmingly sour—like a spoiled product that had been exposed to extreme conditions. This wasn’t a matter of personal preference or disliking the fragrance; it was clearly a bad batch.While I understand the policy of not accepting returns on opened items, there should be an exception when the product itself is defective. Other premium brands, like Jo Malone, have handled similar situations with grace and professionalism, offering swift exchanges. Voluspa, unfortunately, does not extend the same courtesy—even to long-standing customers.The response I received from customer service was dismissive and formulaic, suggesting I purchase a discovery set to sample scents—completely irrelevant in this case, as the issue wasn’t the scent but the quality of the product.I will not be purchasing from Voluspa again, and I’ll be encouraging others to avoid them as well. Their lack of accountability and poor customer support is unacceptable, especially from a brand that positions itself as a luxury company.
Voluspa is a wonderful brand with an equally wonderful team who we're very fortunate to have the pleasure of working with. 100% recommend!
I WAS a fan of Voluspa candles and scents for many years. However, I am so very disappointed in their customer service!! Horrible. I will no longer buy candles from them. I purchased several candles for our home again in N.C. on the evening of June 27th. When I received my receipt it had the wrong shipping and billing address on it. I payed with Apple Pay- and apparently have multiple addresses. Ugh. I immediately sent correspondence email, to please change my shipping address. I was pretty sure the transaction would be denied because of the wrong billing address also. It took Voluspa 15 hours to respond to my email- stating it was too late the “label” had been created and shipped. This was an out right LIE. I have a UPS ACCOUNT, and could see the package had not been picked up. I understand it may have taken a small effort to retrieve my box of candles but was hoping they would go the extra length for a good steady customer. Not only will the candles arrive to a house I used to live in but Voluspa also ran a credit card with wrong information.
I've purchased 3 of the Japonica Collection sampler sets, 3 pedestal gift sets and 3 single wick glass candles. I've given most of this as gifts and kept some. I am done with Voluspa candles. They're way overpriced. The scents are always nice, but the longevity is nonexistent. I noticed several of mine melted a bit in transit and the wicks needed to be uncovered. That's fine, I get it. But the amount of wax I have had to scrape away from simple use is crazy. I have made a mixed scent single wick candle of my own from the clearing away I have to do before each use. The texture is very much like a candle to massage oil item. Again, that's fine but they won't last for 11 hours of burn as claimed. And really, 11 hours isn't much considering the price.The packaging is lovely. A lot of care went into the design of the boxes, but I wanted a high end candle, not a cute box. The glass containers are beautiful and kind of justify the price tag. So if you're thinking of buying go for the glass options so you will have something that lasts. The candles alone just aren't worth it.
I have been purchasing Voluspa candles for several years and I always leave reviews on their website about all the great scents and gorgeous jars. However, I wanted to leave a review about their customer service! Their customer service has been outstanding. They are responsive, orders are shipped quickly, arrive quickly, and the products are packed so well! I recently purchased a few things during a short sale they had. One item was a gift for a friend. Voluspa e-mailed me and said that my order will be missing an item because they ran out of stock. The one item was the gift. I was bummed but it happens. I replied and asked if they could just replace it with another scent so I can still have a gift for my friend. Unfortunately, they couldn't because my order was already packaged and instead were able to provide me a discount code so I can purchase a replacement gift. I thought that was just excellent customer service and something nice and simple to make up for not being able to get my complete order.Anyway, if you haven't purchased candles from them yet, I highly recommend you get to it! You will love the candles, packaging, and customer service!Happy shopping!
