- Verified customer
Great Customer Service
Purchased a three-pack of their mini Christmas edition candles as a gift but one came broken in the box. Messaged them on Facebook and received a speedy reply. They quickly dispatched not just the one candle that came broken but an entirely new three-pack. Couldn't be happier with the service.
Worst customer service
Long story short...I made one order and received two, checked my bank statement and turned out that Glasshouse made an unauthorized charge. After finally getting in touch with them I was stunned with their lack of taking any responsibility and instead asking me to pay for the postage to send the second order back so that I can receive my money back. Obviously I reminded them that it is them who are at fault and I will not be paying for the postage. I was then offered as a apparently, token of their good will to wait at home from 9-5pm for the c...ourier who will come and pick up the order. I replied, letting them know what I think about this token of their good will. Namely, that I will not be wasting any more time on their mistake and waiting for the exact time and date of the couriers visit. No response except for the courier at my doorstep at 10 am, during which time I would normally be at work, except I was sick. So looks like they assumed that I will perhaps take a day off so they can fix their mistake...it it a joke and shame that Glasshouse just lost a faithful customer. Lastly, hopefully they will see the need to retrain their staff, specifically Jana and Caroline because the way this was handled, was a disgrace.
I'm an absolute Glasshouse addict. I think I have probably 12 in the cupboard but I still find myself unable to resist visits to the warehouse outlet I'm lucky enough to live near. Great value, quality and make my whole house smell amazing. The one time that I had an issue with tunneling the customer service I received was second to none and was even sent a wick trimmer with my replacement candle.
Cant live Without Oahu.
I absolutely love Glasshouse candle, they are beautiful & lasting smell. I have been using glasshouse candles for quite a few years now. I get so many Compliments about how beautiful my house smells.
I use them but also love giving them as gifts for birthdays & Christmas.
I am so sad that they are Discontinuing some of my absolutely favourite candles including Oahu & Persia. I dont understand why they are discontinuing especially Oahu as it always has great reviews. I am grateful that they are not discontinuing Kyoto another favourite of mine, which I love so much also my daughter.
I honestly hope that Glasshouse could reconsider not to discontinue Oahu as I cant live without it. Please
Love the candles, but so sick of my favourites being discontinued (plus the shrinking sizes and price hike)
I would love to give Glasshouse five stars, as I think their candles are amazing. But time and again I have had to contend with my favourite candles being discontinued: Cuba, Grandma's Punch, Sistine Chapel, Santorini, Barcelona... And now Glasshouse have announced that they are going to discontinue their classics, including Beverly Hills and Oahu, which are two of my all-time favourites!!!! WHY GLASSHOUSE????????? I'm not in retail but I can't imagine why so many companies discontinue popular products when they bring in something new. Surely i...t would make sense to just keep selling everything??? Plus, like every other company on the planet, they have shrunk their product sizes while charging more. The latest Christmas candles are not the proper size, but still cost an arm and a leg. So sick of companies shafting their customers. Unfortunately this is the last straw and Glasshouse have lost me as a loyal customer. Very sad to go but I can't fall in love with another pricey candle only for it to be taken away...
EXCELLENT CUSTOMER SERVICE
Would love to thank one of the lovely customer service ladies Anneka who was so lovely in getting another candle to me....and a little gift...I have told about ten people so far about this experience...not only have I been a loyal customer for years due to buying tahaa on rotation lol but I'm just a very happy customer too due to this experience...I think Anneka should be recognised for her lovely customer service...it's people like this that make a brand outstanding and amazing..... Thank you Glasshouse and another thank you to Anneka...you're amazing...I'd give you ten stars if I could xo
Bubblegum Burst... amazing!
Instant and penetrative fragrance; stunning. I will definitely be stocking up on this one. The glass enclosure is also beautiful, capturing modern colour pop and classic chic. Perfect for male and female taste.
Still love these candles
Fantastic scent throw, and beautiful scents. I love lighting these of an evening after work, or when I have guests around, always makes my house smell wonderful and inviting. Definitely my go to candles. Thank glasshouse candles my house smells awesome
So have bought glasshouse candles for many years now, I am very disappointed now that I have my latest lemongrass one. Over the years I have bought all different ones but I always come back to the lemongrass one but the one I have now just doesn't seem to have much smell to it. Like the ones I've had before you walk into the room and the smells hits you, that's why I bought glasshouse.
I guess it seems they are cutting back on there ingredients they use, so sad but then again it sounds like another company about maximum profiles and cutting cost.
I don't think I'll be buying my four to six candles per year and I can't see myself telling people about glasshouse anymore.
Very easy to navigate through the store I was in heaven - so many delicious smells!!
Very satisfied with the products available!!
Always satisfied with the products I buy from here hence why I go regularly ;)
They have the most amazing, delicious heavingly candles ever, they make the best gifts and also leaves your house smelling amazing!!!
Lovely but expensive
Recently purchased one of these candles from David Jones. Bought the Saigon (lemongrass ) fragrance. It smells lovely but not terribly strong. I have had the Tahaa fragrance in the past as the scent filled the whole house. Its a shame as I hoped it would be stronger. They are not cheap candles at $45 and I expected a bit more. Not sure if i will rebuy as I think the fragrance used is either a different quality or strength to the ones in the past. Such a shame.
Fantastic customer service
I absolutely love the Glasshouse range of diffusers and found them to be the only ones that really work. They usually last at least 8 months in my hallway and continually keep on smelling divine. They might be a bit more expensive but so worth it, nothing else I have tried lasts as long or gives of such a beautiful fragrance. My favourite is Manhattan fragrance. I recently had an issue with my latest diffuser so contacted Glasshouse and they had my product replaced within days, fantastic service.
- Verified customer
Terrible. Stay away at any cost. Returned parcel reached their warehouse on 19 Mar. Still no refund after over a month.
Will give no star if I could. I bought two candles as gifts but had to return due to receiver preferred another scents.
Returned the candles with tracking number. Au post tracking showed my return has reached their warehouse on 19 March but still haven’t got my $54 refund after over a month even though the website says it would only take 5 days to process refund.
Have communicated with their customer service several times but things still haven’t moved forward for a bit. Had to talk to a few different customer service people but everyone ju...st kept saying they are still checking with the warehouse but that was weeks apart from since when I talked to the last customer service people who also said the same thing. How lond does it take to check with the warehouse ? So far I still haven’t got a cent back. Really, don’t bother at all. Stay away !
best customer service EVER !
Customer service is beyond fantastic ! Many thanks to Caroline and Jana for being so kind and helpful. Glasshouse candles have the best scent throw ever and the Marseille hand creme is divine. I am also a big fan of the body bars. Tahaa scented candle is amazing ! Great company
These beautiful fragrances take me away to exotic locations while I sit in my own home. I absolutely love every one I have tried and the theme and idea behind it all.
Personal favorites would be Arabian Nights, Montego Bay and Oahu.
Made with quality ingredients in Australia, long lasting and the fragrance fills the room without even being lit!
I especially love the limited edition versions due to the absolutely gorgeous and colorful glass holders. Have been collecting them all!
Excellent Quality & Customer Service
Been buying Glasshouse products for years now. Firstly it was their candles, which burn evenly and always throw out a strong scent. Don’t get me wrong, some I have bought haven’t smelt as good as I thought, but that’s a personal preference. Then I started using their diffusers. These came in handy in the bathrooms, toilets, even the laundry. Finally decided to try out the hand wash soap, well it’s safe to say that now our whole house is filled with Glasshouse products. I try and marry up scents so it doesn’t over power people who come to visit....For example, I currently have Monte Carlo diffuser in the lounge, laundry and bathrooms, with Kyoto candles in the kitchen, hallway and family room, with Kyoto hand wash in the 2 bathrooms, kitchen and laundry. Price may seem a little high, but it’s all Australian made and owned, which is something important to me and my partner.
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Questions & Answers
Been using glasshouse candles for a few years, have family and friends now buying.
Mostly the Carmel but mix it up with Manhattan.
Like another review on here, last two have struggled to stay alight.
Not sure what’s changing but I bought another 3 days ago thinking maybe this time. One of the two wicks isn’t alight and the second looks like it’s going any minute.
For me it’s gone from wow 10/10 to wanting to buy another brand.
What’s changed ?
Hi Craig, Thank you for bringing this to our attention. This sounds quite unusual and we take any issues like this very seriously. If it's not too much trouble, I'd like to get some further details so that I can look into this for you. Can you please send me an email at email@example.com
I really appreciate your assistance.
Hi, I used to love Glasshouse Candles for their strong scent. I’m hoping to buy several on my return to Australia, but I’m very concerned by the reviews that it would no longer be worth it.
In all your responses you never once deny that something has changed in regards to the ingredients used or the scent of the candles being diminished.
Could you please confirm or deny whether or not Glasshouse has
a) changed any of the main ingredients used in all the candles?
b) changed the quantity of any ingredients ?
c) diminished (whether intentionally or not) the strength of the scents in the candles?
Thanks for your message. I can confirm that we have not made any changes to our candle formula. We do produce a range of fragrances from delicate to quite robust, so there are some that are designed to be more subtle. I hope this helps, and if you have any other questions, please feel free to email firstname.lastname@example.org and we'll try and help as best as we can!
Hi did you sell the diffusers on there own without the candles please?
Hi Emily, thanks for your question. We do sell our 250ml diffusers individually - you can view our range here http://www.glasshousefragrances.com/products/diffusers.html. We also have a smaller 90ml diffuser but this is only available in our pre-boxed perfect pair which is not sold separately as it includes a small candle also http://www.glasshousefragrances.com/products/perfect-pair.html. I hope that helps. Please let me know if you need anything further. Matt
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