Reviews Analysed
21
We Collect & Analyse Reviews
Candles Direct
Experiences & Reviews
Candles Direct is a UK-based online retailer specialising in candles and home fragrance products. The site offers a range of branded and own‑label items such as scented candles, votives, diffusers and plug‑in refills, and provides online ordering with delivery across the UK. Consumers researching the retailer often look for stock availability, delivery options, returns policy and contact methods when comparing sellers of home fragrance.
Overview & Key Metrics
Positive Sentiment
67%
Latest Review
18d
Overall Rating
3.4
Our Analysis
🎯
Service quality
Many reviewers report helpful replacements and prompt refunds when staff respond, but a notable portion describe slow or absent replies to complaints.
Share
Mixed
16%
💰
Value for money
Customers note attractive discounts and fair product prices, yet expensive postage, unclear sale claims and occasional old‑stock concerns affect perceived value.
Share
Mixed
9%
⚡
User experience
The website and ordering process are often described as easy to use; however delivery handling and insufficient product information have led to negative experiences.
Share
Mixed
16%
🔧
Product quality
Multiple reviews report damaged items on arrival, weak or absent scent and signs of old stock; some customers receive products in good condition, but quality issues recur.
Share
Weak
20%
📞
Communication
Some customers receive clear shipping updates and quick replies, but many report unanswered emails, lack of acknowledgement and unwanted notifications.
Share
Weak
12%
⭐
Overall experience
Overall impressions are split: many buyers praise quick resolutions and good deliveries, while a significant group report damage, poor replies and courier/postage problems.
Share
Mixed
26%
Our Independent Methodology
How we analyse customer reviews without bias
Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
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Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (May 2022 – September 2025).
Brilliant customer service
"Brilliant customer service! My recent order had some damage to the packaging of a candle tin and a diffuser box. This wouldn’t have been an issue usua..."
Deb Clarke
Trustpilot
Sep 30, 2025
Featured for: swift replacement after damage
Broken product / appalling customer service
"Broken product on delivery. Followed up three times and zero response from customer service. Despite it being Christmas period and a..."
TC
Trustpilot
Sep 30, 2025
Featured for: no response, broken delivery
Yankee Votive candles - old stock, disappointed
"Ordered some votive candles which arrived today, slightly disappointed that they are old stock. If you peel the bottom label open (which looks old to..."
susan jones
Trustpilot
Sep 30, 2025
Featured for: old stock, rust on wick
Good candles and nice discount but…
"Good candles and nice discount but appalling delivery the guys on my camera the first time presses bell and is gone in 20 seconds and the second time..."
STEPHANIE BUCHANAN
Trustpilot
Sep 30, 2025
Featured for: good candles, courier and postage issues
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
T
Tracey Mulholland
trustpilot.com
Sep 30, 2025
Perfect and fast delivery had a little…
Perfect and fast delivery had a little issue with a candle being broken...
K
KK
trustpilot.com
Sep 30, 2025
Slow to respond but got there in the end
Just updated my ratings. The company was slow to respond to my complaint of my 2nd order from them being smashed. I'm happy to say that I have now hea...
T
TC
trustpilot.com
Sep 30, 2025
Broken product / appalling customer service
Broken product on delivery. Followed up three times and zero response from customer service. Despite it being Christmas period and a...
S
Steven Thomas
trustpilot.com
Sep 30, 2025
Pricey Postage
I've ordered a fair few candles from them as we like St Eval but even with discount their postage is so expensive that you end...
s
susan jones
trustpilot.com
Sep 30, 2025
Yankee Votive candles - old stock, disappointed
Ordered some votive candles which arrived today, slightly disappointed that they are old stock. If you peel the bottom label open (which looks old to...
L
Lisa Chivers
trustpilot.com
Sep 30, 2025
I purchased some plug in refills
I purchased some plug in refills - Midnight Jasmin, because they were 20% cheaper than Yankee Candle.... there is always...
C
Customer J Pritchard
trustpilot.com
Sep 30, 2025
Once a great company but NOT anymore
This used to be a great company which I ordered from regularly and they were quick to reply if you emailed with a query. Unfortunately now they are ab...
P
Paul Corc
trustpilot.com
Sep 30, 2025
Positive customer service
I placed the order, got details of shipping. All good. Delivery arrived but one item was incorrect scent. I contacted customer service and al...
M
Mercdwyer
trustpilot.com
Sep 30, 2025
Thank you for my order 4
Thank you for my order Packed very well and del...
D
Deb Clarke
trustpilot.com
Sep 30, 2025
Brilliant customer service
Brilliant customer service! My recent order had some damage to the packaging of a candle tin and a diffuser box. This wouldn’t have been an issue usua...
C
Catherine Ferguson Was Deviell
trustpilot.com
Sep 30, 2025
Preciously ordered and had great…
Preciously ordered and had great experience. Last order 2 out of 4 candles damaged. No reply via...
S
STEPHANIE BUCHANAN
trustpilot.com
Sep 30, 2025
Good candles and nice discount but…
Good candles and nice discount but appalling delivery the guys on my camera the first time presses bell and is gone in 20 seconds and the second time...
J
John Hirst
trustpilot.com
Sep 30, 2025
Excellent service and delivery
Excellent service and delivery A box came damaged this was replaced by a simple email and a very caring r...
J
Jeanette M
trustpilot.com
Sep 30, 2025
2 of the 3 candles I bought as a…
2 of the 3 candles I bought as a Christmas present were smashed to pieces broken glass falling on, my da...
C
CJ Bebbington
trustpilot.com
Sep 30, 2025
Very good organisation
Very good organisation, quick delivery and quick with replacing any br...
.
.E
trustpilot.com
Sep 30, 2025
DO NOT EVER use this company
DO NOT EVER use this company. I went into their website to look at candles and put some stuff in the basket. I stupidly entered my details into the ba...
N
Naz
trustpilot.com
Sep 30, 2025
Great product at a great price
Great product at a great...
L
Leanne
trustpilot.com
Sep 30, 2025
Amazing service and value.
...
M
Mr. Stephen St louis
trustpilot.com
Sep 30, 2025
Excellent from start to finish
Excellent from...
H
Helen A
trustpilot.com
Sep 30, 2025
Excellent
Excellent, packaged well and speedy...
Conclusion
Reviewers show a mix of positive and negative experiences with Candles Direct. Many customers report that when customer service engages, replacements and refunds are handled promptly. However, recurring problems include damaged deliveries, slow or missing replies, occasional old stock and higher postage or courier issues. If you plan to buy, check product descriptions and delivery options, keep photos of any damage and review the returns/contact process before ordering.