Heather Nicole F.
Horrible Customer Service.
I have been a loyal customer of The Flaming Candle for quite some time and have always relied on them for all of my candle-making supplies. Until recently, I had never experienced any issues with their products or service. Unfortunately, my most recent order — totaling over $300 in wax, fragrance oils, and dyes — was extremely disappointing. The wax in this batch caused major issues during the curing process. Our candles developed air bubbles, uneven surfaces, severe pitting, and noticeable separation — flaws that we have never seen in any of our previous batches using the exact same process. To troubleshoot, we ran multiple tests, carefully eliminating variables at each step. It wasn’t until we turned off our wax melter and saw it did the exact same thing when it became solid — with absolutely no fragrance oil or dye added — that it became clear the wax itself was the issue. Even in this most basic state, the wax still showed severe pitting and separation. Through this process, we unfortunately ended up wasting nearly half a box of wax and 70% of the fragrance oils we had just purchased. When we reached out to customer service, we provided thorough documentation and photos of the problem. However, rather than acknowledging the possibility of a defective batch, they repeatedly suggested the fault was on our end. Despite all evidence to the contrary, they refused to offer a refund or replacement. This level of customer service was incredibly disappointing and not reflective of what we had come to expect from a company we once trusted. Sadly, we will no longer be ordering from The Flaming Candle going forward.