My Honest Reviews of 3 Candle Suppliers - Candlescience, Flaming Candle and Wooden Wick Co.
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- Опубликовано: 1 фев 2021
- Here it is! From my firsthand experience to your screen. I wanted to share my honest experience and all of it's parts. the good the bad and the ugly! It's hard to find just one candle supplier for all of your brands needs so I wanted to share about the three that I use the most and what my experience has been.
I will say this I made this video to share my insight, to constructively share my experience and I plan to continue using all three of these companies until I am left with no other choice (watch to the end to make sure this makes sense). I know that some have had very different experiences and opinions that what I've shared and I am so glad if it differs from bad to good!
It's important to diversify in the beginning and I mention this importance a lot in my other video that you should definitely watch as you are just starting out: • 3 Mistakes I Made When...
Want the update to this video? Check it out here: • Follow-Up: Brutally Ho...
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Very charming and insightful review! I love the honesty, it didn't come off as mean at all. You're helping scared small business owners who have no idea what they're doing. I honestly can't afford to make a mistake, literally! I am very grateful for this review!
Glad it was helpful!
Someone had to say it!! Yes I am so glad I learned early on that using WW for my line would be bad for business which is extremely disappointing because they have amazing products. It also taught me how important it is to offer good customer service from my brand because I see what a difference it makes from my own experience with these suppliers. It also forced me to look into what other suppliers offer and to always have a backup. WW is teaching me a lot about business! Lol!
Customer service keeps customers!!! Good to learn that now!
Yes amazing products with poor customer service is still a no go. When you don’t have respect for your customers your Buisness will fail.
Just wanted to mention that if you're ordering from candle science and the warehouse that is closer to you is out of stock they will adjust your shipping prices to the lower amount. Just call immediately after placing your order. Thanks for the video!
This is wonderful advice that I had no clue of! Thanks for sharing.
I order most of my fragrances from Candle science. I find there products work better for my candles.
@@UpsideGoodsCo Do you still do business with Wooden Wick?
CandleScience and Flaming Candle are awesome both in product quality and customer service.
Hi Ashley! Thanks so much for your very honest and transparent post. I've been experiencing many of the same issues you mentioned with WW and I'm now trying to make adjustments or change my game plan for my candle line. I hope you're able to push through and continue with your success with Upside! Thanks again for being transparent and telling the good, bad, and ugly. 👍🏾
Thanks so much for watching and sharing your feedback! I hope they are able to work through these issues and come out better than ever! Good luck with your adjustments and if you have any questions, please reach out! Collaborating makes it all a bit easier!
I just found this video and I must say...I am throughly impressed! I applaud your courage to be very honest and transparent. This is the kind of information we newcomers need to be aware of to make better decisions for our company. I see that you’ve also done a follow up video so I’m gonna head over and watch that one too!. I hope they have resolved your issue by now.
Thanks so much for watching and stopping by Paige! I’m glad it was helpful!
This is such a good review. 👍🏾
Balanced and useful.
THIS IS HOW REVIEWS SHOULD BE DONE.
I so appreciate your honesty and beautiful personality! I needed this review! Thank you !!!
Thanks for watching!
I am absolutely so grateful that I found your channel! Your content is so needed!
I'm so glad! Thanks for watching!
First timer on your channel... LOVE your video! I've been curious about WW, but never actually order anything. That's definitely on hold for now. Also, with CS and FC, their customer service has been outstanding so far. With FC, I ordered a fragrance oil, received it, and didn't use it right away. When I finally was ready to open the bottle, it smelled completely different than my previous order. They graciously recognized they had a mixing problem with the batch and sent me a new bottle, without having to return the original. They said I could use it for "gift candles" or something. I just received a big order of their vessel, with no issues at all. Kudos to them and CS!
That is wonderful to hear! Honestly, the fact that they acknowledged and addressed it with a solution... customer for life! Thanks for sharing!
I am so glad I came across your channel and THIS video! Ive been struggling trying to find some companies to get my supplies! As someone who is incredibly new to this business, your videos are so informational and very helpful!
Glad it was helpful! Good luck!
I agree with you 100% on your review of all three suppliers. One company that I have moved 90% of my business to is Cierra Candles. Their prices are amazing and shipping is phenomenal. Most of all nice owner with amazing Fragrance oils- SO worth checking them out!
I’ve never even heard of them so thank you for sharing this info! I’ll check them out!
@@UpsideGoodsCo They are based in Washington. Well worth the time to check them out! Your video was great. :)
@A Jillian Fish I love their Blackberry Tangerine! Also, they have the best Volcano dupe available and I tested 13 others.
Thank you so much for this video. I am an artisanal perfumer looking to add matching candles to my brand & was leaning toward going with the WWCo. However, I refuse to go down the road of relying on others who are incompetent. Your honesty has saved me a lot of headaches! Thanks so much! 😃
Glad it was helpful!
I really love this video! I definitely agree that customer service should be paramount... and that Wooden Wick has a lot of improvement in that regard. Thanks for calling things for what they are and like you said not bashing but honest. So helpful to others!
I appreciate you recognizing my efforts! Thanks so much for watching and good luck out there!
Thank you SO much for this honest and informative video!! You really help us newbies out 🙏🙏🙌🙌
I'm really glad to hear it helped! Good Luck out there!
I just want to say thank you so much for being extremely honest with your experience with each of these companies. As they are some of the leading competitors on the market. I am doing my research now to help me with adding candles to me small business once I launch and wooden wick was at the top of my list and now they are completely off. As a customer to any company, there is nothing worse than investing so much money into a company and they make you feel like you are a dime a dozen customer. I’m sorry that you had to experience that and I hope that they can apologize, accommodate and resolve the issue. New sub here. We need more like you on RUclips that are not afraid to speak out for the sake of others. Thanks again for the helping me save my money!
Thanks so much for this feedback and insight on your experience! I'm glad that the video was helpful! I've shared a lot more on my channel so I can't wait to continue sharing my experience in hopes that it helps people like you! Good Luck
So thankful for this video. I am just now getting started and have started buying samples from different companies, these three companies included. It sucks to hear wooden wick is so unreliable as I was most excited for their samples (that marketing really does it for them) but it’s good to get this info now before getting my heart set on products that will be more stress than they are worth. Thank you for this, it’s refreshing to have a review that cuts the bs and gets straight to the point 👏🏻 🖤
This is so wonderful to hear! I wish you nothing but luck and success as you navigate all of this in the candle making world! Reach out if I can ever help!
I totally agree!
I ❤️❤️ WW!!! I literally bought the whole store when they first launched! I think that they expanded their brand too fast and couldn’t keep up! They started with beautiful waxes and FO! Then they added vessels and then they went buck-wild and shiiiit got crazy! I had to jump ship😩
You had me at buck-wild! haha
I love this post so much😘❤so honest and elaborate
Thank you so much for this video! Everything you said about every company is TRUE.
Especially about the free samples that is very generous. Same with transparency I appreciate a company that is honest. WW is my favorite but it has been stressful. I think they weren’t ready for the growth they are receiving! But I said I will just start ordering in advance to avoid delays or any smoke in mirror! Haven’t tried the flaming candle but I have been curious.
It’s a shame we have to do that. But ya gotta do what you gotta do! Thanks for watching 🤍
Appreciate the honesty. I have 15+ years sales & cust. service experience and let me just tell you that my BIGGEST pet peeve is horrible / non-existent customer service! Enjoyed your video.
Right on
I've tried a lot of different suppliers since starting candles 4 yrs ago. The Flaming Candle is one of my absolute favorites. I've never had a problem, customer service is awesome and they're very straight forward. I get my soy wax, wicks and a lot of my FO's from them. Love them!
This is great to know they are consistent!
Wow thanks for your brutally honest review and really putting yourself out there. I was just about to switch to them but now I’ll have to rethink...
I’d definitely suggest you do some research. Read reviews and make sure you are willing to factor in huge delays and unanswered questions.
I'm so glad I watched this video. I am a candle newbie as well and I have a full cart on WW. But I will not be placing that order because I would be pissed to not receive my order in a timely fashion. I do however love Nature's Garden, The Flaming Candle and Candle Science. I've had no complaints with them thus far.
Well I’m so sorry to disrupt your full cart but I’m glad I was able to provide some insight on my experiences. I truly hope it gets better but until it does it sounds like you’ve found some good vendors!!
I have to agree with your assessments of these three companies at the date that you made this video. I remember going through a tough time with WW back then. Fortunately they have made a huge turn around. I have been doing business with them going on 3 years now and they have improved by leaps and bounds in their customer service department. Their supplies are a must for my higher end line. You must have made an impact! 😊
Yes, they have definitely made a TON of improvements which has made the experience as a buyer a lot better. I made an update video but It's likely due for another one given that time is flying by!
THANK YOU. I'm so happy that someone is speaking out about WW. I was also fully vested in them. I loved their wax and fragrances. However, I was so disappointed in their lack of good customer service that I am changing my candle formulations. This is was an easy decision and involves a hell-of-a-lot of work. But I no longer feel I can rely on or trust WW. I can't run a company with suppliers that aren't reliable and straight-up give you miss information. My experiences with them cost anxiety and lost revenue.
Its terribly that the case is you get anxiety and lost revenue due to a supplier, but unfortunately I've seen this more and more in this industry. I'm not sure if it's just the influx of purchasers mixed with covid but even all that was going on with Aztec was alarming to me with regards to customer service issues. WW swears they are updating some things so I'm hopeful, because like you said, we are embedded in their offerings and it's hard to just switch! Good luck!
Thank you for this! Before I order anything I really want to do my research. So I really appreciate this!
Glad it was helpful!
I see you and feel your pain. I too had a order that took 12 weeks to receive. Customer service is the heartbeat of any business, especially when your in the service industry. I agree with your review on all three. CS has been great so far and never had any issue to speak to someone, even through text. I don’t have much to really say about FC, since I have only order their fragrances. But, WW, needs help in the areas of customer service and operation. Funny thing about WW, is they hold the patent to the wooden wicks, so to go find another distrubutors is not quite the same. I would love to speak with them too and help them with their customer service. Thank you so much for your honest review.🤝
It’s definitely hard to overcome bad customer service. I’m seeing that they are trying to right this wrong... but I’ll be honest, it’s tough to believe when I’m on week 6 of a missing order as of today! Hang in there and thanks for stopping by!
I appreciate this video video for all the information given and the realness of the conversation thank you for your authenticity
Thanks so much Ashley!
Good video, don't see this much from other similar channels, so you stood out. Also good job keeping it real from both the seller and buyer perspective. The example of the free sample was so right on. It's a ice touch but you can't expect them to give you want you want of be demanding it, no one would want that if they were the ones doing the selling. It's literally a gift, you wouldn't want anyone you give a gift to then turn around and complain about it.
Thanks so much for this and sharing that there are others out there who appreciate an honest review without being bought 🤍
Thank you for your candor and honest experiences. I am testing WW and I will diversify now. I don’t want to end up with slow supplies and a lack of response. 🤔
I hate that you have to make that decision. I’d advise you to see how the experience is for yourself, but yes, diversify
THANK YOU for your honesty!!! Subscribed!
Thanks!
Thanks for explaining your experiences!
I was surprised about the Wooden Wick Co issues, but only because I haven't personally experienced the lag in order fulfillment or customer service issues from Makesy at all yet (but now it is starting to make sense why they've rebranded - I'll check your other video explaining what happened next). I usually get my orders from them within a week (I'm in Colorado) but maybe it's been resolved since this video? Ah! This makes me a little nervous going forward, as I principally use their wicks.
It's been vastly improved for the better since publishing this video!
I too started with WWC around the same time as you and all was well until Fall 2020. I waiting six weeks for a small order with zero response on their part to my multiple email requests for a shipping update. It wasn’t until another maker and I began discussing the customer service problems on a WWC’s IG post that they finally messaged me directly to resolve the problem. I absolutely love their oils and want to order again but am hesitant. It’s such a shame! I hope they fix this problem soon.
Great review by the way!
I hope so too! Some of it has gotten better. Some of it, not so much! But planning ahead helps!
I like the fragrances from the wooden wick but I haven't been able to get really good hot throw yet. I mostly use lone star because it's just a few hours away so I save on shipping and I get things the next day if I order before 4pm.
Nicely said. Very professional! I believe to date that customer service as a whole has fell through the cracks and more sadly they don't seem to care. Period and to try to get someone to help you in general is practically non-existent it's a shame I'm old school and how it was 30 yrs ago and how customer service in general as a whole is completely day and night. I have Always believed customer service can and will make or break a company and with all the competition out there you would think it would be different. That's on them though and sometimes it sucks but we can't make them change but we can change where we do business and who knows maybe it'll be a better experience. Good job 🙂
Customer service is vital! I definitely agree with you there!
This is super handy! I have only ever bought from Brambleberry, but I wanted a few scents they didn't have, so I was looking at The Flaming Candle, and I'm glad to hear that I can trust them! (And also good to know to be weary of WW) Thank you for this video!
You are so welcome!
The flaming candle is great! So much cheaper than brambleberry, way faster shipping, amazing fragrance oils!
Girl you are a rockstar..More power to you..keep doing what you do..lots of love, Monika(chalktree WAX Candles)❤️
Hey Friend!!! thanks for watching!
The annoying part is seeing them post things on IG and muting the comments. So disrespectful to the customer. But shame on us if we keep buying from them. #justsaying = )
True! Can’t complain and support at the same time… Not receiving orders and not being recognized is not a good look. I’ve seen people complain in their RUclips video comments. I don’t think they have an actual customer service team.
The free sample from CS is very helpful in trying new scents. They are a great company. It's a gracious gift. I'm thankful.
I totally agree! It’s so kind!
I couldn't agree more with everything you said about CS and WW co. Candle Cocoon is a great company if you are looking for high quality FO and timely shipping. I ordered from WW for the 1st time in Dec. it was not good. I'd love to see reviews on any other companies you use in the future. Thanks!
Thanks for sharing about @Candle Cocoon , I'll definitely have to check it out!
I agree wooden wick is by far the worst!! I’ve yet to receive my order , I too have emailed them couple of times with no response. Thank you for your videos, you’re amazing 🤩
I hope you get what you ordered soon! 🤞🏼
How long has it been since ur order? They took about 10days before it was shipped
@@arthurskye I have waited up to 7 weeks on an order that never mentioned it was on back order. Right now I’m waiting for 3.5 weeks on two orders.
@@UpsideGoodsCo that is crazy, did u order alot? I only got the fragrance oils and some sample vessels and a kit. It took 2 weeks to get here in total. Ijust received an email it was delivered
I hope they deliver ur orders soon
@@arthurskye I’ve spent way too much money with this group. I’ve been in business two months and my total is near if not past $15k. So it’s all too long at this point.
I loved how you explained everything. I did all the math. WW for 12jars&lids it’s 99.24 free shipping, for 12 jars/lids from CS Nordic tumber with wood top 42.69+27.08s/h but getting 2 it’s 112.46. For 13.22 you’ll get double yes they are smaller and have more colors but I can get way more profit getting from CS, flaming has the very best prices I have 50 on 60lb of c6 with shipping, I haven’t gotten any jars or wicks from them yet
I'm glad it helped! Thanks for watching!
That's what I wanted to hear. I also had an issue with a WW, I placed an order for those white vessels on November and believe it or not I got my vessels almost 2 months later, they came this past Monday. I would see the vessels available on their page, it was not saying sold out as it usually does and it pissed me off. I contacted their customer service but everytime the same excuse. I appreciated that you posted so people know and especially WW, has to improve their customer service and also do something with the the orders.
It's been a bit messy with the holidays but I'm hoping its settling down again and they will get caught up but honestly, idk what they are doing sometimes!
If you're wanting to use luxury fragrance, pass on wooden wick and look at stone candle bar. Stone fragrance oils are extremely luxury, most cost $64. But, if you have a seller license you can apply for a wholesale account and get fragrance for $32. Their customer service is better than ww. Their oils are also stronger, I only use 6 to 8% in my candles. I'm replacing all my ww oils with Stone's oils.
Interesting. I've never heard of them and just looked them up! It took a minute to actually find the fragrance oils. Are there any you recommend? I wish they gave a bit more info on them!
@@UpsideGoodsCo I really like honeysuckle, santal, fleur d orange, and vervaine.
@@UpsideGoodsCo You can also order free scent sticks for every fragrance they carry. That's what I did to pick out the ones I wanted to order small bottles of to test before I made any big purchase. The best part is I've ordered from them 4 times now and it only took a week to get my order all the way to TN.
@@tiffaneywilson7032 oh that’s really good to know.
This was AWESOME!!! Thank you!!!
Thank you sooo much for your honesty. I’ve heard similar things from other candle makers about WWC and of course I have experienced my own issues. I tend to think that they KNOW their products are unique and of high quality, therefore customers will overlook the complete lack of customer service and ridiculously long shipping timeframe. It’s super frustrating. *sigh*
I agree with all of this. I have seen some improvements which I appreciate and need to do a follow up video about to be fair! I still think there are still a handful of things that could use a little more TLC too 😉
@@UpsideGoodsCo absolutely!! I couldn’t agree more.
@@UpsideGoodsCo I’ve only been ordering from them for the past 3 months, so long shipping time has been my only issue so far. I’m hoping their customer service improves, though. CS is everything in the retail business.
Wwc is owned by a huge company. They have money. That’s why they have great products and poor customer service. They were bought out by a bigger company. the quality in their retail products have gone down hill. It’s also why the candle supply branch is imploding as well. They don’t care about their customers and will continue to slip until everyone hates them and go out of Buisness. They can’t be more clear that their customers aren’t important by their actions. Blocking all negative reviews on face book, Shutting down your phones so customers don’t call? Come on it’s pretty clear they don’t give a crap about customers. They are showing you they don’t care. Remember they are a big company they know how. Customers should be treated. They just don’t bielieve in doing so. They do the opposite Remember believe people/ companies when they show you who they really are the first time.
Thank you for being honest, this is helpful for beginners
Thanks for watching
Thank you for this video. I placed my first Wooden Wick order a few weeks ago and am frustrated with their customer service. Still waiting and no reply to my email yet. Have ordered from Candlescience and Candle Cocoon (which is awesome with their products and customer service.)
I won’t reorder from Wooden Wick again. I will have to try the Flaming Candle also. I appreciate your honesty!
This is the second time I’ve heard about CC. I’ll definitely have to check them out! Thanks for sharing.
As soon as you said “ just settle down it’s gonna be okay, actually don’t settle down, I hate it when my husband tells me that.” You’ve got a subscriber for life 😂
Also thank you for the amazing reviews of these companies.
You're welcome! Thanks for watching!
Hi Ashley! I totally cosign everything you said! I fell in love with their videos, marketing & FOs . Then I ordered FOs and I got the incorrect ones. Then I ordered wax and it never came. They didn’t answer emails or anything else. I was devastated! Hive & Honey came to the rescue with wax and Candle Science/Bramble Berry with everything else. Thanks for your video.
Oh I’m so glad everything worked out for you! Best of luck!!
@@UpsideGoodsCo I agree with you that they can come back from this because the products are wonderful. I believe they got overwhelmed and instead of doing an announcement and taking no more orders - they stopped responding.
@@sandyborrero9993 ekkk, I hope so 🤞🏼
The same thing happened to me too with WW! It was actually 4 months and I had to reach out multiple times to even get the order!
Not to mention that they charge for the order at time of purchase, not at time of delivery. Glad to know it’s not just me
Oh no! I'm so sorry. Luckily their business practices have gotten quite a bit better since I made this video!
I had the same exact issue with their customer service as we were deciding on which to stick with for the bulk of our orders. Definitely took our business elsewhere because of their lack of support! But we have no regrets because Candle Science is absolutely amazing!
Candlescience has been so helpful still to this day! I appreciate them greatly!
Thanks for honest review. WW has extremely bad for customer service and it pains me to see how they benefits from the shortages and the increase in demands and yet they don't even try to respond. I've spend at least $2k and refuse to do business with then anymore.
I'm really sorry to hear that is where you've ended up with them. I honestly hate this because there is enough business for everyone to have support and it's tough when you can't get a two way street working between wholesaler and maker.
Thank you so much for posting this video. Like someone else commented, this needed to be said! I love your brutal honesty. Keep up the great content!😊
Thanks for watching!
Yikes! I love the transparency on the 3 different candle companies. I'm huge on honesty, deadlines and customer service. I cannot stand when I'm ghosted.
It’s cringe-worthy when that happens.
Thank you so much for this!! Although I’m concerned bc being a newbie to candle making, I’ve been testing & have had a lot of success with the tube wicks. I plan to continue using them, & suspect as issues arise, I will be autonomously fixing issues 🤦🏻♀️💆🏻♀️ if they don’t offer much help. Bitter Creek has great fragrances, as does Aztec & a new company called Midwest Fragrance. NorthWood distributing is fabulous with their customer service - my wax was delayed, they notified me, and then when I did receive the wax, they gave me a coupon for five dollars off my next order. So true good customer service goes along way!
That’s wonderful you’ve found some reliable companies. I think as long as you know ahead of time you can plan and (unfortunately) lower your expectations when dealing with some repeat offenders! Good luck!
I'm looking at MW now, they seem to have great reviews and service. How would you say their CO and HO is for candles?
@@mydiaryincolor hey there, I’m not sure what MW is? Could you let me know?
I'm SO GLAD about what you said for CS. Those comments and posts from others on fb groups trash talking CS was such a turn off. I figured they either were asking too much of them or didn't know how to work the shipping system (hello.... one warehouse, order over 200 lbs, etc.). I've tried so many other companies out there (ex. WW, Brambleberry, TFC, Midwest, etc.) and CS is by far my favorite. That isn't to say the FOs from the others aren't bad, they're amazing, but CS is just such a great company that I feel like I'm cheating on them when I venture out.
also, the fragrance oil sampler from TFC has been amazing and I use that every time I'm looking for new samplers. Saves a couple bucks!
I really love Candlescience and hope to continue to add them to my line!
So glad I’m not alone, I found another company with similar size vessels and less expensive. However I still need the wicks from them which takes forever
What company did you find? Dream Vessels has some similar products but I haven’t found much else!
@@UpsideGoodsCo It was Dream Vessels and they’re actually the exact same size and their lids are a lot cheaper and fits WW vessels as well. Dream vessels has same day shipping before 3pm that sold me right there..lol
So glad I just watched this.
Great video and I agree with you about Wooden Wick Co,I spent my money buying some products and I didn’t receive my package.After sending many emails nobody contac me to resolve the problem!Thank You!!For the video
Eeek I’m sorry you had that experience
I've had the same issues with them I ordered 2 packs of booster wicks in November. However, I didn't get them until January and I paid for 4 day shipping. When I reached out they said they hired 50 new employees to help... unfortunately that didn't help. I love thier wicks and it sucks because it appears that they are the only ones that sell quality booster wicks... I've even tried to figure out how to make my own... I hope you get your order soon. I've decided to place orders for wicks sporadically long before I run out in hopes that they will arrive at some point before completely running out. Good luck!
It’s a shame we have to plan so far ahead to get items in need but I agree, I’ve had to do the same to get through these murky waters with them! Good luck to you too!
Wooden wick is expensive but they do have wonderful complex scents one thing I can say is they change scents too so if you find a nice scent it might get discontinued the next time you want to order it
Thank you for this!
HEY SWEETIE IM JUST STARTING THANKYOU FOR ALL THE VERY IMPORTANT INFO IT CUTS ALOT OF THE CRAP FOR ME THANKYOU GOD BLESS YOU
🤍🤍🤍
100% correct! WW is terrible with customer service. I am beyond frustrated with them and I only get my wax and wicks from there. So glad I found a replacement for the wax but I’m stuck with my wicks. And I want to get their aura vessels so bad but I refuse! They need to do better.
I’m sorry you are left in this bind. Testing and making a business happen is hard enough. Take a look at dream vessels, California candle company, bramble berry and glass now. Those are companies I’ve been looking at for vessels.
I would love to see them respond to you on this...I agree with you, I am a reasonable person in regards to delays, but a few of the companies I have spent thousands of dollars with just cancelled all or part of my order with no email saying so. So, I have found other suppliers. Too bad because the products were fantastic, but the customer service killed it for me.
I’ve sent them so many requests and emails begging them to talk to me. I’ve tagged them on FB to a thread about this. But so far nothing. It’s. Shame really.
Thank you! This video was so helpful. I was really considering using wooden wick fo for my line and i don’t think I will now which is so sad.
It is sad! And it makes me sad to read this. I think you have to do what works for you and the expectations that you have from a supplier. it's important to know ahead of time and make your decisions from there so I'm glad this helped and who knows, maybe if you tried them you would have a different experience- I sincerely hope that is the case! xo
@@UpsideGoodsCo I placed an order for the sampler packs and they took forever to ship. I would have liked at least a notification that they were going to be delayed. It’s all about communication.
@@ohitsmeolivia I couldn’t agree more. I might not like the answer, but at least you let me know where things stand. And they don’t do that!
Per similar experience, I will not order from WW if I need in a timely manner.
I completely agree with everything you said about WW. I’ve been a customer of theirs since they first opened a few years ago, and it’s so bad now. I am so patient but to hold up a huge order of multiple things for a MONTH just for a few tins that are back ordered is unacceptable to me. They need to start being transparent on what’s in stock or they will lose so many customers.
Hopefully they can learn from all of this... but they would need to be committed to taking the time to understand the problems, which is why I'd really love for someone to just call me back!!! I'm sorry that happened.
Candle science and lone star are wonderful. I get my orders right away and they return my emails in 2 days. I've heard bad things about WW Co customer service.
It is funny how I come across this video, earlier today Wooden Wick Co had a live IG and in the comments, it was strongly mentioned that the customer service sucks when they were speaking on customer service. I had two major issues. The time it takes for them to update your order. What I mean is, I can put in an order paid in full and the order still waiting to be filled damn near 3 wks later, and during which time I have put. in another order and that is running into week two. I think from where I sit the issue can be a variety of things. Short staff, not enough product made or sent in from their suppliers, they have more customers more than they anticipated. So I do try to be understanding, but I think. they need to buckle down & refigure how they process orders and customer service and their time management. Materials, fragrances, etc I LOVE. LOVE LOVE them. Outside of that not so much..No.
Well the my need to stop selling what they rightfully don’t have. It’s like we are giving them a 3-8 week loan and I’m not okay with that. It’s hits my books as a loss and I have nothing to show for it. It really really sucks and is beyond reason! Sadly! Thanks for weighing in!
@@UpsideGoodsCo you absolutely right.
Even though I'm in Canada and the 1st supplier doesn't ship here (womp, womp -- y'all have it SO GOOD down in the States, for real), I love this video most of all for the candor and honesty about WW Co. I placed my 1st order with them a few weeks back, just to check them out and while I did manage to get a shipping notice yesterday, I'm still quite unimpressed with everything I am hearing from their long-standing customers. My only regret is not seeing this video a month earlier, I would have just given them a pass. Cannot put my business into a situation where customers are unable to buy from me b/c I am unable to get supplies in -- or even get answers on when that might happen. Massively unprofessional on their part. Their branding is cute and all, but they seem to think they are doing retail, not B2B, and this mess is just unsustainable and unacceptable and we're the public facing ones dealing with customers asking why things are not coming back in stock. As it is I'll be stuck with a bunch of stuff I'm never going to use. If I can't reliably source something, it does not go into production, period. Oh well, maybe someday they will get their act together, but this is exactly how suppliers fold. I've seen it before in other fields. Almost always starts with exactly these CS complaints and unexplained delays.
It’s something you can ignore for a while but I totally agree, eventually it will catch up. I just wish they would listen or even indulge me in thinking that it’s going to get better. It’s not fun. It’s hard enough making a candle business happen without having to babysit every order I place. You are right, we do have it good in the US for options. And while everyone is out of stock (which is understandable), bad service makes all the difference right now.
@@UpsideGoodsCo So true! In my own business, with this past year being all over the place supply-wise the need for good CS has only gone up and it feels like most indie makers are meeting that demand. To not be equally supported by suppliers is just too much. I'm so sorry you've gotten such runaround! I think anyone would be super frustrated right now with that. Fantastic channel, though - your videos are really helpful!
Honestly I'm just really jealous of the wealth of suppliers you guys in the US have 😅
It's crickets over here in Europe and Brexit REALLY impacted us.
Awesome review Ashley! And kudos for running 4 businesses (wow!) 😊
Well, I think that is something to be shared more. So we can appreciate what we do have instead of missing what we don't "get". I feel for you guys because even though we have shortages, we have options! Hang in there!
Oh and if you can meet the MOQs of the actual manufacturers it might be worth considering souring directly from them and cutting out the (sucky) middle man *ahem wooden wick co*
@@sg1784 Thats a wonderful point and I saw that the other day, I'm just so hesitant to make any moves and I REFUSE to do business over FB chat. Maybe one day I will supply candles and make my way across the pond to my friends in Europe! #goals
@@UpsideGoodsCo
I get it, it‘s daunting because the MOQ‘s can be pretty high but it might be a good business move at some point. Surely huge fragrance houses have better communication processes set up than Facebook chat, that‘s Alibaba supplier tier. 😅
You‘ll definitely make it, can‘t wait!
Great information. I am in total agreement with your comments regarding Wooden Wick. I am so frustrated with them but like you said, I am in bed with them too and it's hard to stop using them.
I’ve had to completely change my mind frame with them. No delivery expectations, planning way ahead and when it gets here, it gets here. It’s helped a lot. It’s more work on my end but I released the feeling of needing to change it all because I’ll be honest, I really like my candles 🤍
I literally had a full cart of their stuff. Mostly for the wax and vessels smh. I'm going to check out Dream Vessels, as I saw you mentioned them in the comments, along with others you spoke about. I like their marketing and see the FO are still A1 compared to others from reviews I've seen. I think maybe I'll just buy that from them, and get all my other supplies from other vendors. I have a background in luxury customer service so to hear this is really frightening, I would've hated to launch to then wait months for more stock. Thanks for this!
I will say it has gotten better in some aspects since Sharing this. I think you really just have to be prepared to not have a deadline or expectation
@@UpsideGoodsCo Ahhh ok so good to know!! They may have seen your video lol, I also saw on their FB someone called them out about deleting comments... I really do like their vessels so I'm happy to hear that!! Communication is simple, people are more understanding now, people know theres delays all across the board due to the pandemic, they could've just said that lol.
@@mydiaryincolor totally agree!
Great helpful video! Thanks
Glad it was helpful!
I'm new to the candle making. So I'm still learning and researching. I am not new to starting a business or the book keeping, insurance, payroll, sales tax ect
Well at least you have half of the hard stuff done!
Stunning and brave, you go girrrl, yass slay.
It took 7-8 weeks to get my wax from WW. No heads up that their shipping would be so back logged. CS has ridiculous shipping prices but their customer service is A+ and their shipping is super fast. Plus they give a small sample plus are tax free if you have an EIN number. Im now looking for a new place to order wax.
Wow I’ll definitely have to look into the tax free. Great tip! Thanks!
I 100% agree with wooden wick!!!! They do not have good communication! They sent half my order and didn’t think to let me know that they were holding back my wax and a pitcher because the PITCHER was sold out! It was so frustrating!
Yes! The babysitting of orders gets a little out of control!
It’s like 2 in the am here in Indiana and I can’t call natures garden “hold for payment” option. What’s that about and how does it work?
I’m sorry I’m not quite sure what you mean? I’ve never used that brand so I’m probably not a good one to ask!
Wow. I want to share my experience briefly, not to high jack the comment thread, but I'm gonna high jack the comment thread. I love this review. It's honest, and it's spot on. I feel exactly the same way. I have had the same shipping delay issue, damn wick clippers!. I have also had an issue with their packaging. I ordered the sample pack and the droppers leak particular fo's. I dont know how or why. I even received a second replacement, and the exact same ones were sweating from the rubber dropper top 😆. Full disclosure... ww did make it right, kinda. I asked for some plastic bottles to put the sample oils in and they did send them. I emailed letting them know about the first order leaking and not to send another, I received a replacement set before they checked the email I sent. I do wanna say that ww fo's are the very best on the market imo. Customer service needs to be streamlined and more transparent. Amazing video!
They definitely end up making things right which is very appreciated, the blood sweat and tears to get there that could be avoided is confusing at times!
Just seeing your video. Thanks for the honest review by the way. I'm wondering if WW every reached out to you or if you're still waiting 🤔???
Yes, they definitely reached out and worked on making a few things better. I still scratch my head at times but ya know, nothings perfect!
I am so so so so glad I am not alone with my struggle with WW. As a fellow business owner, I tried to give grace where grace can be given.....but they try my nerves.
Everything is beautiful, the packaging, branding, marketing etc etc but they have piss poor customer service at best. For what they charge, the service should be much better.
Right down to the offer “will call” pickup now, but they don’t have the option on the site two months later 😑
I am so sorry you are struggling here too! I hope it works out for you and you are able to get up and running soon!
Thank you for this! I have 2 large orders just sitting there saying unfulfilled. I do love their products but if I cant get them not much of a point. Anyone comparable to them?
Not that I have found. I'd check with their chat feature or get ahold of customer service though. They have make efforts in that area!
Oh man, now I’m nervous. I placed an order with them almost a month ago while they had a sale. My first purchase and I haven’t heard anything from them other then marketing emails. I’ve reached out but haven’t heard back. I’m leaning towards this will be my first and last order with WW. Transparency is key. S*it happens but just update people along the way. Ignoring someone for a month with a 5-7 day guarantee.
I totally agree and I’m so sorry you are dealing with this right now. Transparency is 💯 appreciated and necessary but it’s lacking and non existent!
I ordered a sample pack of fragrance oil from Flaming Candle and I was missing one. I emailed them, within a day they emailed back and the next day they sent me a replacement for free and included a free sample.
I ordered some wax from them they ended up being out of stock and they were very upfront about when it was supposed to be in next and whether I wanted to cancel the order or change the wax. Very great customer service.
I'm really glad to hear this! It's important that it's recognized when things are going well!
“It really was just pissing me off” I’m sorry I had to giggle because that’s totally how I felt 😂
#preach
Hello can you tell me if things have gotten better because I’m about to start this journey and was thinking about ordering from them
I will say that some things have gotten better, some have stayed the same and some are disappointing. The transparency with WW will exist or be changed which is a huge downfall for me and my trust with them. They still sell things that are not available, out of stock or simply change a recipe of wax and not let anyone know until a candle goes up in flames. They have streamlined a few things with regards to how we can reach them (chat) with issues that we have and they are always willing to make a situation right. The downfall is, the situation more often than not, didn't need to happen to be made right. I don't agree with a lot of the things that they do but I have to stand firm that their marketing, quality of vessels and FO are unparalleled. It just depends on what is important to you.
I’m currently having the same problem with WW. I ordered in January and here it is March and still haven’t gotten half my order.
I haven’t either with one of my orders. 7 weeks and counting 😩. I feel your pain. Have you used their chat to see about it?
I love Candle Science and Wooden Wick 🌹💕🥰💫. I have to try Flaming Candle 🕯
I agree! Things have been on the up and up with all suppliers thankfully!
I'm commenting on this video April 2022---WW Co (now Makesy) STILL has terrible customer service. They fail to take an honest look at their systems. When a customer can't reach you to solve a problem, you've got some big problems internally. This is too bad bc they do have nice things, but I am working on sourcing those things I use now from other suppliers (think China). And yes, Ashley, you do lead with grace
I hate to hear this with so much time passed.
Thank you for this video
The Flaming Candle is great....except it was $20 to ship 3 - 1 oz bottles of FO.... Soooo I am waiting until I actually need more than these 3 scents...
would like to know if you ever did a review on acu soy#10 soy wax cant seem to find one thanks
I've never used it or handled it so my review would be garbage but I'm certain there are some on RUclips if you search for it!
Ashley, do you have any experience with Nature's Oil?
I haven’t! Tell me more!
I’ve only purchased once from Wooden Wick and the shipping was really slow. I wanted to used them for my luxury line but I’m definitely having second thoughts. If I were you I would change the title of this video to, “Why Wooden Wick Co Is the Worst” lol. That would definitely get their attention. Social media has a way of getting companies to respond.
I’ve tagged them on Fb! I’ve begged them to talk to me. They won’t unfortunately. But yeah I guess if I wanted to really wave a red flag, that would work! Ha
For future viewers, in early 2022, Wooden Wick changed their name to Makesy.
I’ve dropped two companies for the horrible customer service. Candies&supplies sent me a case of completely scratched unusable vessels and wanted me to pay for them to reship me New ones. I could not believe the audacity of the woman. She told me other clients didn’t mind them being scratched that they just slap a label on them and call it a day, I was like I don’t care what other people do, I have a luxury candle line and these vessels are completely defected. Needless to say I dropped them
Immediately and switched all my vessels to dream vessels. They have hands down the BEST customer service ever. I think wooden wick just blew up too fast and didn’t have the man power, but I do LOVE their products.
Wow, that’s bold to try to have you pay for it and gaslight you to think you should accept it. Why is customer service dead?
I feel you about WW. I brought coco vegan based for my reed diffuser. I wanted to know if this contain alcohol or not because I wanted to know if i can ship it to puerto rico. I live in florida but i heard no response from them. a few days later I emailed them about another inquiry, not relating to my first email, they responded because there was an issue with the website. this raises red flag for me but i do love their vessels so i will focus on that next time.
Ugh, I wish It was consistent! I'm sorry!
Wooden wicks are a hit and missed. The flames can get big at times if someone will forget to trim them. I stuck with just cotton wicks. However, candle suppliers have come a long way. I started with candle science back in 2015. I did once have a hard time with wooden wick co and an order. However, after some back and forth I changed supplier that sells the same wax but cheaper and fragrance oil way way better smelling and concentrated very clean smelling and fast delivery too. I'm picky with fragrances since I'm a fragrance lover of niche and designer houses so at times it's hard to find what I want in oils . Anyways wish you all the best.
I can tell a difference even in the year and a half that I've been at this! Thanks for watching and good luck to you too!