"Frustrated and Disappointed"

I ordered two items which cost me £57.50, £30 for the Fireside Diffuser and £27.50 for the Fireside Candle. These items were half price in the sale so would have cost £115 at full price.

The diffuser and candle are in ceramic pots with a fireside picture and gold rims on the top and bottom of each piece.

On both pieces the gold on the rims was untidy and looked scratched. I provided photographs showing this. I contacted customer services and was told that as there was not a fault with the items and that I could return the items but at my own expense. I contacted customer services again and explained that I had provided photos and that I did consider the items to be flawed.

I bought the items as gifts but with the gold paint looking scruffy it made them look cheap rather than luxury items.

I then received a reply that stated that the variations in the gold paint was considered part of the charm of this hand painted beautiful collection.

I replied again stating that scratches and uneven paint was not really charming in my opinion. I was once again referred to the policy that requires me to return items at my own expense.

I think this could have been easily resolved by just letting me have a returns label. These items do not look scratched or uneven in the website pictures of these items on line. I don’t like leaving negative reviews and said I would rather resolve the situation than do this but I was told that all reviews are welcome.

I am unsure what I plan to do next, and whilst I fully accept that the customer is not always right I feel that my concerns were not really considered I was just continually referred to the standard returns policy for items delivered in perfect condition which I do not consider my items to be.
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"BEAUTIFUL PRODUCTS SMELL…"

BEAUTIFUL PRODUCTS SMELL SOOOOOOOOOOOOOOO GOOD !

"Lovely products"

Lovely products

"My first time purchasing from…"

My first time purchasing from Stoneglow. Easy to order online. Great service. Prompt delivery. Beautiful quality items. Would definitely recommend.

"Order delivered on time"

Order delivered on time , beautifully packed . My diffuser refills ,as usual , are stunningly scented and last for ages . Hard to beat

"Great diffusers…lovely smells"

Quick efficient ordering service and the diffusers smell amazing.....especially the plum and musk

"Very unhappy customer"

I recently purchased 4 candles, diffuser and 2room sprays.
One of the sprays did not work properly and was refunded for that, but more annoying was that the 2 botanical candles were a complete waste of money. The wicks were not central which caused uneven burning wasting 3/4 of candles and at £56 for the two it’s not acceptable. Several conversations later with company their answer was they couldn’t do anything about it as they had been used, but until I started to burn then I was unaware of this. I would never buy again or recommend as their customer service is apauling. I sent pictures but nothing. I’ve never dealt with a company who at least could have offered a good will gesture.

"Ordered some lovely products from sale"

Ordered some lovely products from sale, unfortunately although it was very well packed 1 item was smashed on arrival. Spoke to a lovely lady on the phone who advised we what to do. Took photographs & emailed to Stoneglow, email was promptly answered & a replacement was sent out to me very quickly. All in all excellent service

"Great service"

Great service, clear notice of Christmas shutdown and when items would be despatched. Arrived well packed and quickly upon re-opening after Xmas.

"Great value"

This is the fifth time I have ordered the unwanted diffuser's. So far I have been pleased with the variety. Would definitely recommend. It’s quite exciting not knowing what colour bottles and smells you will receive