• Yankee Candle

Yankee Candle

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Overview

Yankee Candle has a rating of 1.66 stars from 193 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Yankee Candle most frequently mention customer service, credit card, and order online problems. Yankee Candle ranks 123rd among Candles sites.

  • Service
    61
  • Value
    55
  • Shipping
    49
  • Returns
    42
  • Quality
    51
Positive reviews (last 12 months): 8.7%
Positive
2
Neutral
0
Negative
21
57
See all photos

What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • Every time I order Yankee candles online, they arrive broken.
  • 6 days later and no tracking number so call customer service.
How would you rate Yankee Candle?
Top Positive Review

“Great service is given to customers at Yankee Candle in Pembroke, MA.”

marsha a.
6/19/22

Recently, I stopped at Yankee Candle in Pembroke, MA and the customer service was amazing. At first I Was happy to browse around, but after a short time I was ready to make my purchases. Mary Lou and Patty Were extremely friendly and more than happy to assist me. I was looking for favors for my daughter's upcoming wedding. They showed me several options and made my selection much easier. They went out of their way to make my shopping experience a happy and successful one. Sincerely, Marsha Alden

Top Critical Review

“Customer Service is non-existent here!”

Charlene S.
12/7/23

Their website issue ended in duplicate orders being charged & shipped to me. 4 phonecalls, 3 emails, & endless promises that never materialized. I was an avid Yankee Candle customer for well over 20 years. Well, no more. I don't care how much I love your product if you can't back it up with proper customer service I won't wast my time or money on you.

Reviews (193)

Rating

Timeframe

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Reviews that mention popular keywords

yankee candle (95) customer service (84)
Thumbnail of user charlenes442
1 review
0 helpful votes
December 7th, 2023

Their website issue ended in duplicate orders being charged & shipped to me. 4 phonecalls, 3 emails, & endless promises that never materialized. I was an avid Yankee Candle customer for well over 20 years. Well, no more. I don't care how much I love your product if you can't back it up with proper customer service I won't wast my time or money on you.

Service
Value
Shipping
Returns
Quality
Thumbnail of user donar39
1 review
0 helpful votes
November 10th, 2023

Had votive candles "Autumn Wreath" placed them in candle holders on table. The candle did not burn property melted over sides and over candle holder on to tablecloth. Did not not expect this poor quality at the price of Yankee Candles. Called customer service would not do anything because I no longer had receipt even tho I had a photo of their product. Very poor customer service to not replace a votive candle. Would not by from this company again!

Thumbnail of user dinod66
1 review
1 helpful vote
December 13th, 2023

Imagine spending $31 for a jar candle only to have little or no scent? Cheapest ingredients for more $$$. Never again

Products used:
Not this Yankee Candle!

Service
Value
Quality
Thumbnail of user marshaa98
1 review
0 helpful votes
June 19th, 2022
Verified purchase

Recently, I stopped at Yankee Candle in Pembroke, MA and the customer service was amazing. At first I
Was happy to browse around, but after a short time I was ready to make my purchases. Mary Lou and Patty
Were extremely friendly and more than happy to assist me. I was looking for favors for my daughter's upcoming wedding. They showed me several options and made my selection much easier. They went out of their way to make my shopping experience a happy and successful one. Sincerely, Marsha Alden

Thumbnail of user th459
1 review
0 helpful votes
December 5th, 2023

Ordered one candle during a Black Friday sale. Got the completely wrong candle, and the address on the receipt in the box was for someone different in a different city. Filled out 2 customer service forms online on 2 separate days. Did not receive a response, or even confirmation that the complaints were received. Very sketch. Will never order from them again. Save your money.

For privacy of the other customer, I will not post receipt.

Service
Shipping
Returns
Thumbnail of user dorothyg975
1 review
0 helpful votes
January 15th, 2024

For what I spent for 9 candles from Yankees candles, I could have gotten 30 candles from the dollar store

Products used:
Still have candles

Thumbnail of user lizf240
2 reviews
7 helpful votes
December 19th, 2023

I have never experienced this level of incompetence from such an established manufacturer and retailer or less regard for customer satisfaction. If they can't manage their inventory, they should stay in the brick and mortar space. I placed what was a last minute Christmas present order on Friday Dec 15 (and paid for expedited shipping for receipt in one business day which meant Tuesday), received an email acknowledgment and nothing more until Tuesday morning asking for patience...taking longer than expected blah blah blah. Another email 20 minutes later saying sorry they had to cancel my order - Reason: No inventory. Canceled four days after the order was placed and on the expected delivery date. Terrible.

Service
Shipping
Thumbnail of user augustinap2
1 review
1 helpful vote
September 7th, 2023

After 30 years of ordering candles, I can honestly say, Yankee has gone down the tubes.
Quality of candles is horrible, I have now received two deliveries of broken (shattered) jars, a blueberry candle that burned straight down the middle. Yes they replaced them but
I've spent over two hours of my time, on the phone and sending pictures for exchange.
I don't order to return. I think I'm done.
I'm mad and sad!
Can anyone out there tell me who the heck is running this mess?
I buy these as gifts, I recommend them, but no more!

Tip for consumers:
Someone at Yankee Candle has to do something!!!!!

Products used:
Candles

Service
Value
Shipping
Returns
Quality
Thumbnail of user debrat387
1 review
0 helpful votes
December 8th, 2021

Yankee Candle has medium jar candles with 2 wicks now. Their toppers do not fit and there is actually less candle as well. When I brought this up and asked to return, I got nothing except computer generated replies or a reply from someone who didn't know how to reply. Very disappointed because I do like the candles.

Tip for consumers:
If you use toppers they won’t fit

Products used:
2 wick medium candles

Service
Value
Shipping
Returns
Quality
Thumbnail of user causewellv
1 review
1 helpful vote
December 19th, 2023

Yankee Candle sent the wrong product. The agents agreed to a refund, but it never came despite repeated phone calls and emails.

Products used:
none

Service
Value
Shipping
Returns
Quality
Thumbnail of user amandas464
3 reviews
6 helpful votes
December 7th, 2023

Ordered candles for my grandmother's 92nd birthday 6 days ago. I immediately got a hold on my credit card for the amount, and an email saying "we're getting your order together now". Six days later and the order is still in process? That's unacceptable to wait until the last minute to send because I chose the shipping option that said 8-10 days. That should be with leeway for the postal system. But to just not send for six days is pathetic. They're candles! And it's 2023. I have ordered from about 7 other stores in the meantime, shall and large, and have either received them or they are on their way. This is a very outdated company, and I will not be ordering from them anymore. Do better!

Service
Value
Shipping
Thumbnail of user cathyc896
1 review
2 helpful votes
April 25th, 2023
Verified purchase

Ordered a ten count of a diffuser refill. 2 days later received an email that my order was cancelled as they couldn't fulfill ANY of my order. Called customer service, only to be told my refund would take 3-5 business days. I'm furious. The agent told me it's my banks policy that my refund would take that long. My response. That's a secondary problem to the fact that they sold me ten items that they didn't have. Will never order from them again, or shop in their stores.

Service
Thumbnail of user alano324
1 review
0 helpful votes
December 18th, 2023

For over 15 years me an my family would do a day trip to go see Santa at yankee candle we spent money to eat an bought lots of stuff. This year I find out now you have to pay to see Santa an make a appointment. Talk about scrooge an the grinch that stole Christmas an ruined a family tradition cause there money hungry. This destroyed one of my family traditions so I wanted to tell everyone about the greed. It wouldn't be so bad but it's 12 dollors a person an a appointment. Then.they try to sell you photos an the cheepest ones are 50 bucks. So it would cost me an my family 90 dollors just to see Santa. Ya let that stew a little bit. Not to mention the quality of there candles have dropped big time in the last 3 years. Well that my story you have bean warned. An yes ime upset the time there ment alot to me an my kids. But no more I guess

Service
Value
Quality
Thumbnail of user garye420
1 review
1 helpful vote
April 20th, 2022

My daughter bout one of the candles. After 20 minutes black smoke began to appear from the wick. It has left soot damage to the walls, ceiling, shelves and windows. When I contacted Yankee they have refused to accept responsibility that the candles have an issue even though there have been numerous complaints for the same issue. They offered me £50 of other products. Why would I want this when there is hundreds of pounds worth of damage to the bedroom?
Do not buy these products. Customer service is none existent.

Tip for consumers:
Do not buy

Products used:
Candle

Service
Value
Returns
Quality
Thumbnail of user alis442
1 review
1 helpful vote
November 8th, 2022
Verified purchase

Had the worst experience buying from this brand. They have the worst customer service in the industry and have no concern for the end user. This seems to be a pattern throughout all the brands owned by their parent company Newell Brands.
The cherry on top was that they screened my negative review and blatantly told me that they would not let it get published on their website.
Never ever buying from them again.

Tip for consumers:
Be careful buying from Yankee candle

Products used:
None. Returned them at my own expense.

Service
Value
Shipping
Returns
Quality
Thumbnail of user katij6
1 review
4 helpful votes
March 5th, 2020

I used to love Yankee Candle and purchased all my candles from them. Over the last couple years however it seems their customer service has gone downhill and I prefer to purchase from other retailers such as Bath and Body Works. Yankee Candle has closed almost all their stores in my area so I have to drive across town to the only one left to shop. Recently I got there and was told their system wasn't processing payments so I should leave. I did some other shopping and came back later that day and was told the same thing. I get system malfunctions happen but customer service was not good as they just told me to leave. I went home and ordered the candles online since my coupon was expiring that day. I hate ordering online from Yankee Candle because they take FOREVER to process your order and then FOREVER to ship it and have it delivered. It usually takes at least 2 full weeks to get an order I placed online and it's frustrating because they send you tracking info that does not update and just tells you your order is "in the warehouse". They are good candles and I love them when I have them but it seems like getting them is becoming more and more in inconvenient.

Thumbnail of user jessicah2570
1 review
0 helpful votes
December 11th, 2023

I placed an order online, my first with them although I've been a long time customer in store for years. I experienced an issue with my payment method (Apple Pay), my account had been hacked or someone had tried to hack it, all they did was update my mailing address. During checkout the website didn't ask to verify shipping, it just pulled the address from Apple Pay. I immediately emailed Yankee Candle about the issue and called first thing the following morning. The rep I spoke with assured me the order would be cancelled and not to worry, she said she would take care of it and email me later to confirm. Later that day I received an email stating part of my order had been cancelled, since into part was cancelled I called again. This time the rep said they would submit the cancellation request, request meaning it wasn't guaranteed which isn't what the first rep advised. She also said she would email be confirmation. I let the rep know it must be cancelled, she told me not to worry because if the cancellation fails it will be shipped back to Yankee by whoever incorrectly received it and then Yankee would refund me for the order. I was absolutely stunned, I explained whoever it is delivered to had hacked into my account and obviously wouldn't be sending it back. The person claimed to understand the situation and stated they would take care of it and again stated I would be emailed. I asked the order to be sent to the nearest store if it cannot be cancelled, the rep said that would be fine and again not to worry. I hadn't heard back for a few days so I emailed them again, no response. I reached out in Twitter and IG, IG I did receive a response which stated they would contact both phone reps and ask that they email me with an update and not to worry they will make sure the issue is resolved. I didn't get an email from either rep and IG stopped responding. I did receive an email that the order was shipped still to the wrong address.

I'm at a complete loss with this, I never received a response for either of the emails I sent which was nearly a week ago, I never got any communication from Yankee apart from shipping confirmation and notification. This used to be a decent company, Lin store customer service was fantastic. It's so sad that it's become what it is now. DO NOT SHOP WITH YANKEE ONLINE! The reps will LIE, they will say whatever they think you want to hear in order to end the call. They will NOT help you, nobody will. Go in person or switch to a brand that treats their customers properly.

Tip for consumers:
They will never respond to your inquiries, they flat out will lie to get you off the phone

Products used:
I wil never receive my order, it was shipped to whoever broke into my account. I’ve used products in the past

Service
Value
Shipping
Returns
Quality
Thumbnail of user at99
1 review
3 helpful votes
December 18th, 2018

Emails every day... So annoying! Yes I did unsubscribe. Yes I did go to my account and make sure my preferences were set correctly. I finally had to mark them as spam which I hate to do for legitimate businesses. It took about a week for them to get the product out of their warehouse but once on the road it go here in a reasonable amount of time. So be patient on delivery time. Product is fine. (got melt cups). Took off a star for the email annoyance.

Thumbnail of user stanz21
3 reviews
7 helpful votes
July 10th, 2023

Customer service is terrible. Newell Brands owns this company, and I wished I had known this beforehand because I've had bad experiences with Newell Brands. The customer service agents are outsourced to Poznań, Poland and Manila, Philippines, so there you go! Customer agents cannot help you. They read off of a script and tell you it takes days to respond to having my PW reset! Forget Yankee Candle online, go to Marshall's where you can get the candles for half off. Another American company gone to the sewer because of overseas agents.

Products used:
Candles

Thumbnail of user julies2677
1 review
0 helpful votes
December 2nd, 2022
Verified purchase

Ordered plug in refill on 22 November on 27 received msg from UPL to say it would be delivered the next day. It was not, or the one after that! I rang today and they could only refund me as my order was lost (no email to inform me of this). My refund will take a week. The lady I spoke to was very nonchalant and didn't care, please stay away from this awful company

Tip for consumers:
More reviews about this company online. A lot of the reviews are from people who bought in shops

Products used:
None as didn't receive anything

Service
Value
Shipping
Returns
Quality
Thumbnail of user roxannem198
1 review
4 helpful votes
June 22nd, 2022

I used to have every scent yankee candle. No issues. Recently I bought some new ones, $25+ and literally cannot smell a thing. I read complaints online about this and yankee swears we all have covid! No, your product is just $#*! now. I know how to properly burn a candle and get a melt pool going. Wick was trimmed and I had a large flame that I had to put out. Also soot damage all over my white walls and mirror. Just awful.

Thumbnail of user paulm4142
1 review
0 helpful votes
January 12th, 2023

Deliver fail 2 wks, tried to fault shipper, they don't have items. Refuse to cancel, still wasting my time with emails. Avoid online sale! Ridiculous CS.

Tip for consumers:
Avoid online purchases. Service is incompetent.

Products used:
Haven't received them.

Service
Value
Shipping
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Thumbnail of user abigailb302
1 review
0 helpful votes
September 9th, 2022

Recently I bought candles for me and my dying grandmother total 8. We got put under review and cancelled without even consulting us. The reason given the order was to large and they didn't approve that I used my fathers card to order. When we share a last name. What is in yankee candles to make them wonder what people do with them? My advice find a nice local shop and left these big box stores go out of business.

Tip for consumers:
Please don’t. Please support local

Products used:
Nothing

Service
Value
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Thumbnail of user worlddomination89
10 reviews
11 helpful votes
June 16th, 2023

I ordered directly from the website one time because they were having a sale (I usually buy from Amazon) and I completely regret it.
The first order I made was cancelled within the hour for no reason. I contacted customer service and they took almost two days to respond and they basically ignore what I have told them about my order being cancelled and are asking me to take pictures of the product.? I said did you even read my email and repeat what I had already told them, they get back to me and say they sent the wrong email to me( so organized) and then they finally tell me it was an internal error. So I place the same order again. I have on going issue with FedEx (that I will be leaving a review about) where they keep leaving my packages in the wrong places and they keep coming up missing. So this happens when the two packages from Yankee candle arrive. It says they are delivered but they are not where they were pictured. I contact customer service and 4 days go by with no response, so I contact them again and ask them to file a claim with FedEx for my lost package (just like FedEx told me to tell them). They basically tell me to check the surroundings, as if I haven't already done that, how else would I know the packages are missing. They offer no apologies or solutions. So I responded telling them to stop giving me the run around and contact FedEx themselves. ALL THIS FOR SOME CANDLES? I am still waiting on a solution two weeks after I placed the first messed up order and I will never order directly from this company again. Great candles but horrible customer service!

Tip for consumers:
I suggest ordering these candles from Amazon, I've had a better experience. The items get delivered and are basically the same price.

Products used:
None

Service
Value
Shipping
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Quality
Thumbnail of user st556
1 review
3 helpful votes
December 23rd, 2021
Verified purchase

Absolute worst company and customer service. They do not honor promos, you have to call repeatedly and still nothing gets done. You are placed on hold and asked to call back and it is one lie after another. They cancel orders and shipping is slower than they indicate on the website. Deceitful company that only seeks money from your order, but they don't take care of you after the order is placed.

Service
Value
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About the business

Shop Yankee Candle, America's best loved candle! Enhance and bring to life any space with captivating candles, home & car air fresheners, gifts and more.

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