AI reviews summary
Customer feedback for The Luxuriate reveals a stark divide between product satisfaction and operational frustration. While the physical products are highly praised for their aesthetic and quality, a significant volume of reviews flags serious concerns regarding subscription transparency and shipping logistics.
Pros
- Exceptional Aesthetics: The stone and onyx vessels are frequently described as "works of art" and "stunning," with many users noting that the natural variations and the "glow" of the stone when lit exceed expectations.
- High-Quality Scents: A majority of users praise the fragrance library, specifically mentioning scents like Culte, Heroine, and Jardin for being sophisticated, long-lasting, and capable of filling large spaces.
- Sustainability Model: The refillable glass insert system is highly valued by customers who wish to reduce landfill waste while maintaining a consistent home decor style.
- Helpful Sample Kits: The "Discovery" or "Starter" sets are frequently cited as an excellent way to test the extensive scent range before committing to full-sized refills.
Cons
- Confusing Subscription Model: A major recurring complaint involves customers feeling "trapped" or "scammed" into subscriptions. Many users report not realising that purchasing certain packs committed them to a minimum of three additional paid refills.
- Severe Shipping Delays: Numerous reports highlight wait times of 4 to 8 weeks, even for items listed as "in stock." Significant backlogs during sales periods (e.g., Black Friday) led to many missed gifting deadlines.
- Inconsistent Scent Throw: While many love the fragrances, a notable segment of reviewers found the scents "weak" or "indistinguishable" relative to the premium price point.
- Poor Post-Purchase Support: While some praise specific staff, a significant number of dissatisfied customers reported "vague," "dismissive," or "unresponsive" communication when attempting to cancel subscriptions or track delayed orders.
Verdict
The Luxuriate offers a genuine luxury product for those seeking high-end, sustainable home decor, provided they are willing to navigate a premium price point and potentially long shipping waits. However, prospective buyers should exercise extreme caution with "Starter Packs" and "Intro Offers," as these frequently involve mandatory subscription contracts that are difficult to cancel.
I rarely leave negative reviews, but after repeated issues, I feel compelled to share my experience. I have been a paying member and loyal customer, yet almost every order has involved some kind of problem. Orders routinely arrive weeks later than promised, packages are delivered to the wrong location, items go missing, or shipments are… Read more
inexplicably split up.
My latest order was the final straw. I was expecting three membership candles and received only one candle in an enormous box. Despite having delivery instructions on file, the package was left outside my building in New York City instead of at my apartment door. I am now missing two candles and have no idea where they are.
What's particularly frustrating is that I specifically requested my candles be shipped together because Luxuriate's fulfillment process is so slow and unreliable. Products often take 30 days or more to arrive, and by the time they do, there is always some new issue to deal with. Instead, my order was split, resulting in additional confusion and missing products.
I currently own two $300 candleholders that I can't even use because the company can't seem to successfully deliver the candles that go with them. At this point, I don't feel comfortable ordering gifts from Luxuriate because I have no confidence they'll arrive correctly or on time.
The products may be marketed as luxury, but the customer experience is anything but. Luxury pricing should come with reliable fulfillment, accurate deliveries, and responsive customer service. Instead, I've experienced repeated delays, missing items, delivery failures, and endless frustration.
For a brand that positions itself as premium, the operational execution is shockingly poor. After multiple chances and repeated disappointments, I can no longer recommend this company.
I received the candles that I ordered, and the mystery piece is gorgeous! It arrived the Sahara Onyx, Amber Onyx, Black Marble, Green Onyx and Earth natural Onyx stones and they are so beautiful! I am very happy with my purchases and recommend to anyone to get one! Show details
The candle scents are nice and the candle glass is beautiful, but I didn’t find the products noticeably better than other candle brands on the market. I was surprised to learn that the discounted starter pack required multiple refill purchases before the subscription could be cancelled. While this may be outlined in the terms, it wasn’t as clear… Read more
as I would have liked. I also found the website a little difficult to navigate when trying to manage my subscription. You can’t cancelled until 3 new refills are shipped.
Shipping took longer than expected, which added to the frustration. Overall, an average experience with some positives, but lost if room for improvement!
Reviews with attachments
The Luxuriate is such a good name for this product! These are luxury candles/ containers. No two pieces are the same and the way the light from the candle glows through the stone is beautiful. The burn process uses all the wax too, with many gorgeous fragrances to choose from. Burning Summer House fragrance right now Customer service is professional and prompt. Thankyou, I appreciate getting value for money. Show reply
I can’t recommend these candles enough! I have the onyx candle holders in multiple colours and the subscription for regular refills means I never run out of my favourite scents. I opt more towards fresh and floral scents, which the Luxuriate has so many options, but they have a scent to suit anyone. I believe they’re triple scented - the rooms I… Read more
have them in are filled with such an incredible aroma and leaves the atmosphere feeling warm and relaxing.
I received my candle today and am thoroughly impressed. The quality is exceptional, and its beauty exceeds my expectations. It is so exquisite, that I have already ordered another one. I regard this as a piece of art that I will treasure for many years to come. The customer service was top notch.
My green onyx candle holder arrived and it is absolutely beautiful!! With natural stone I understand you don’t quite know what you’ll get, so I’m absolutely thrilled with the stunning veins and colour! It is such beautiful quality and certainly luxurious, something I’ll treasure forever. The scent Jardin is beautiful, with hints of cut flowers and… Read more
pine, we felt we felt like it was Christmas. My contact with the support team, specifically Aimee when checking on my order was extremely prompt, friendly and helpful. She was a credit to the team. Thanks again, look forward to many years admiring my gorgeous candle holder.
Absolutely love my candle holders and the fragrances. I have 2 stone holders and the subscription for candle refills. Also love to shop during sales so I can stock up. The photos and videos truly do not capture the depth and gorgeous colors of the stone. About to order another holder, the discovery scents are awesome to help with deciding but the descriptions of each scent are very accurate. Show details · 1
I bought the natural Onyx candle holder at least three years ago and have kept my subscription of refills ever since. As an Interior Designer it’s nice being able to change the mood with smells but keep the look of the candle consistent. Everyone always asks where I got my candle from and I’m happy to tell them! Show details · 1
Excellent customer service supporting a beautiful product. This is my new addiction & I’m here for it
I’m obsessed. I absolutely love my Luxuriate candle holder. I can’t stop looking at it and touching it, Thank you for making our home smell amazing too
I loved my white stone holder so much I had to get my hands on the amber stone holder. It’s beautiful and well worth the investment. You do need to be patient though for arrival. Show reply
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I’m obsessed with this work of art candle holder and equally with the fragrance of the candles. Lighting this is one of my favorite daily luxury rituals. Show reply
A must have in every home if you love the ritual of burning a candle and smelling the amazing fragrances. Bonus with these onyx pieces is that you see the light shine thru the different parts of marble! It truly is an experience. I love the sampler packs of scents so you can try one each night and narrow down which big one to get to fill the vessel. Such a great idea these are and the quality .. 5️⃣⭐️ I’ve never seen anything like it
I love these stone vessels so much. The idea of purchasing refills for them is so handy too. I half like the surprise of what stone pattern I’m going to get but also I’d really love to pick at times. But - The stone chooses you!
This is hands-down, the most beautiful candle holder I’ve ever had. Such a rich, classy design and material. The natural onyx is stunning! The candle fragrances are amazing! I bought the sample set and each one has its own beautifully, formulated aroma! Exquisite! This fragrance is lovely floating through my home! Makes for a welcoming atmosphere… Read more
for myself or guests. I highly recommend this fragrance! The refills are in glass containers that fit beautifully inside the Onyx exterior. So well-made!
I also bought the discovery set so I could smell all of the fragrances for future use. Extremely hard to decide which one I want next. I love all of them! A very good idea to get this set. Thank you for making it available.
I love this company, the quality of the first line vessels, the price of the seconds, the scent of oud bois and mango sorbetto, and the fast response and help you get from the chat function! I love my beautiful candle holders.. I do wish the price of the candle inserts were a bit more affordable though so tea lights have to do sometimes! I already… Read more · 1
have my sights on my next holder - with customer support willing to show me a few pics of the incoming batch ♡
I have purchased a few candle holders now from Luxuriate- two are part of subscriptions. I like the Starter Pack as it allows me to try and test the candles before buying a full-sized one. In terms of customer service, there are no complaints from me. It may take a day or two before a query is picked up but once it has been picked up, the team… Read more
is very responsive. I recently organised an exchange and Aimee assisted me and got me the perfect stone replacement. The process itself was easy and the steps explained to me clearly.
I recommend Luxuriate to my friends and to everyone and will continue buying my candles from them.
Latest follow-ups
- +1
I originally gave these guys 5 stars and purchased quite a few. Then they had the seconds sale and the images showed small chips or unusual colours. I purchased a few for presents. When they came they were not small chips. Large chunks had broken… Read more
off and had been glued back on which clearly showed large cracks covered over with a lacquer. I argued with the owner about this. It doesn’t represent what the images showed on their socials and it was really disappointing. I would have kept buying from these guys but won’t purchase anything again. I think I had purchased 6 full price items before this. Check out my images and their advertising.
Follow-up · I dont think the response is adequate. These were ordered as Christmas gifts. The images provided by the company were of small blemishes or patches. The reality were solid broken off chunks glued back into one piece. It was embarrassing to give these out as gifts. Just market them realistically, not the best of a bad batch that leads to disappointment.
We’re really sorry to hear you were disappointed… Read more
Worst customer service? was going to buy presents from them in November. Had a bunch of items in my cart was about to check out and then didn’t. Fast forward to February 2026 they said that I had signed up for a subscription and refused to give me… Read more
back my money. They are thieves and have the worst customer service ever purchase at your own risk. I never authorize any transaction by the way.
Follow-up · Still awful, never returned my money. I have been in contact, but they insist that I am at fault; I never pressed any agree button or purchase button. I had subscribed to the item, a candle, but never committed to it, just placed it in my cart. Worst customer experience and worst communication with them ever.
Amy, we understand you are frustrated and we want… Read more
I want to buy 50 of these and give them as gifts to my friends. They are so very beautiful! This is such a delightful, uplifting fresh scent. Love. Love. Love yhis scent! It fills the house yet is not overwhelming. Beautiful, rich vanilla cake scent.
Follow-up · The scent fills our first floor, it’s subtle but present. It burns forever and it is a clean, even burn.
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In-depth reviews
I ordered the candle-holder and a discovery set. There was quite a long delay in shipping--so much so that I contacted them to make sure it had not been lost in the mail. When my package finally arrived, I could not believe they were marketing this candle for hundreds of dollars. It is nearly identical to a TJ Maxx candle I bought a family member… Read more
around Xmas time for $50. Additionally, the scents are indistinguishable as they all smell like a vague clean smell--not strong enough to pick up any other fragrances. It's fine, but it's not going to allow you to smell the candle when it's burning, which is something I look for and want in a candle. Knowing that I liked this candle much less than one that was 1/3 the cost, I contacted the company regarding a return. While their marketing makes a bunch of promises, i.e., "if it's not love at first sight, we'll make it right" and that they offer "simply, personal, and stress-free" exchanges--this was absolutely not the case. Instead, if you're in the US, they just try to sell you a new candle holder and will not do even an exchange. (Once I realized I was stuck with this thing, I thought about at least exchanging it for another that might actually look like stone.) The customer service was also poor, with the person I was communicating with trying to claim I had simply changed my mind and that's why they wouldn't honor even the exchange. The exact opposite experience you'd expect from a brand that is posing as luxury. I wish I had seen some of the recent bad reviews of this company on Reddit before ordering (as apparently this company deletes any negative reviews on its website (as reported by other Reddit users)).
The short of it is that the candle holder is nothing special, and you could buy a scentless candle for the fraction of the cost and the same smell.
Hi there, Firstly, we’d just like to clarify that… Read more
While it did take quite a long time for my order to arrive, and the initial pattern wasn’t quite to my taste (purely personal preference), an a few other hiccups, I have to say the customer service completely turned the experience around - is genuinely second to none. When they say they want you to be completely happy with your purchase, they… Read more
truly mean it. Aimee was wonderful to deal with — responsive, understanding, and proactive. I understood that natural stone will always vary, and you won’t always get exactly what you picture, but they took the time to show me available options so I could choose, and they quickly rectified an issue with an incorrect delivery the second time around. The products themselves are high-quality, forever pieces, and I love the concept of refillable candles in beautiful stone holders. What could have been a disappointing experience was completely turned around, and I wouldn’t hesitate to recommend them based on their care, quality, and commitment to customer satisfaction.
I was lucky enough to score a voucher and used it to purchase the most incredible onyx candle holders — and truly, the products are where this business shines. They are stunning. Grounding, magical, and deeply luxurious. Lighting them feels ceremonial; their soft glow has a way of centring a room and creating an instant sense of presence and calm.… Read more
While shipping was slower than what is usual for them, it honestly didn’t detract from the experience. Small businesses deserve grace as they grow, and what stood out most was the way this was handled. Communication throughout was kind, transparent, and deeply human — never automated, never dismissive. Just genuine updates, honesty, and gratitude, even while acknowledging the frustration.
That level of care, warmth, and humanness is rare, and it matters. Combined with such beautiful, high-quality pieces, it makes this brand a true standout. I am part of their subscription service & purchase refills again & again — these are forever pieces, made with heart ✨
Recent reviews
Unfortunately, life happened and I was unable to fulfill my order. This is not for sympathy by a means, but my daughter and niece were in an accident. Thankful our Savior, Jesus Christ has blessed our family and saved our children’s lives. We were left with unplanned medical bills. I had to start reaching out to vendors I had ordered from to… Read more
cancel order for my business. Chloe was my customer service representative and she was a true angel. She was able to request my order to be canceled and also checked on our girls and sent her well wishes. When I tell you the customer service of this company is unmatched, I mean it with my whole heart. I can’t wait to be able to order from this company again. I will absolutely be using them in the future. I assure you, purchasing from this company will absolutely make you smile. Not only with their product, but with their delightful customer service. I hope this amazing company succeeds and flourishes.
I really love this brand! It is an *experience*, not just a purchase! I believe the stone holders and candles are incredibly reasonably priced, especially when buying as a starter set. For the quality of the stone and truly amazing (non-irritating, and tremendous variety of) scents, the prices are not *just* very reasonable - they're a bargain!… Read more
The vessels are beautiful - each and every one of them, and it's a special treat when a new, limited variety comes out. I just wish I didn't hesitate during the last couple sales, particularly the one where customers were encouraged to get "seconds" (non-subscription extra holders). So hot tip: subscribe to their emails for sales and promos! I look forward to the next opportunity to add to my collection :)
All the best, Alice
I had been following this brand for a few years before taking the leap to purchase as they are quite expensive - however after receiving my first order I can see why. The quality of the packaging alone is exquisite. I purchased the Green Onyx Stone Holder, Discovery Set and Large Tealight Holder in Natural Onyx. The candle holders themselves are… Read more · 1
like decor in my home. They are beautifully crafted and quite heavy so you know they are going to last forever. The scents are incredible and I have a great experience with customer service after I completely mucked up my order. Would highly recommend - if you are on the fence - take the leap!
The most exquisite candle vessel. I purchased the Rosa Marble and it’s just so beautiful. The Jardin fragrance is lovely and not overwhelming. Customer Service was prompt to my questions and gave me the answers I was after. The gift with purchase was a lovely touch also. Show details
SCAM !! Waste of money because they lock you into a subscription without knowing and continue to take money from your account.. Candle scents are very ordinary at best. They use paid influencers to suck you into purchase
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