EROMA

I have been a customer of Eroma for several years and I have always found them to be professional. What I like about Eroma is that every time that I order something it is always so seamless. I order online and the order is ready for pick up within half an hour. The stuff is very friendly and always helpful.

I have had positive experiences with Eroma in the past, but lately, they have really dropped the ball. It started with missing items in shipments, and when you try to get in touch with them, it’s damn near impossible. Stock was also meant to all be sent from Melbourne within 2-3 days, but for some reason everything came from Brisbane which meant the various parcels arrived a lot later than expected.

Next, I had an enquiry about stock levels for the wax I need, and after 25 unanswered calls, 5 unanswered online chats and 2 unanswered emails, I have given up and purchased from a different supplier in the next state. Even after the lady on the phone told me to send an email that she would respond to immediately (1 week ago), I’ve yet to hear back.

All in all, the customer service is non-existent. It’s clear they don’t value their customers to even bother attending to queries, which is why I’ll be switching suppliers from now on.

The Eroma of the succulent man in the warehouse whose name I believe was Robert excreted professionalism, tantalising warmth, and oozed the sort of moist confident knowledge that makes me want to return over and over.

I beseech you to experience the intimate service brought to you by this man.

I've been buying here for years, however recently I received a fragrance that smelt awful, one I've bought for years, I filled out all the required forms, it took weeks for them to get back to me and basically said I'm wrong it smells fine. Bye

Had an issue with item being out of stock (it was available when ordered). Contacted customer service and spoke to Rita, she seemed like she would follow through with what she said, I ordered a click and collect as was instructed by her of a different product, she said she would get this posted out that day! However 2 weeks later a few extra emails that were not responded to from her and I’ve now had to go through another employee. Rita just wasted my time, Eroma definitely need some better employees that know what good customer service is. If my order actually comes, I will second guess using them again. I have spent a LOT of money with this company too.

Edit
I called Eroma and spoke to Paula, I was told my order was in the click and collect bay, not posted. However now they have sent me a email saying it was damaged in transit.
So which is it?
I have now received my order now (with a click and collect sticker on it).

Exceptional and speedy service. I've been comparing prices across multiple sites and these guys are great. I am in Melbourne so I have also compared delivery costs on top of product costs. I order yesterday morning, and it just arrived (less than 24 hours later) I know that may just be damn lucky, but I can honestly say, these guys will absolutely be my first go to for my candle making supplies. You guys have a new and VERY LOYAL customer.

Great selection and by far best candle fragrances I have used. Although, using Aramex as a courier is a negative.

Amazing staff, very knowledgeable! Great customer service especially from Cvetta and quality products!

Paula was really helpful despite how busy she was with multiple people in the showroom. Packing of order was also relatively quick with how busy it was

Eroma in Epping!
My goodness.they are just incredible.
Always amazing products. Love them!
But also the people and the service is outstanding!

Both Chistina and Abigail were so friendly and helpful. The service that I received was nothing short of amazing and I can't speak highly enough of my experience at Eroma.

Marisa Smith

I wish I could rate them 0 honestly, At the start with Eroma they products were the things I was looking for. Until I was given several faulty tins. I got in contact with them about it, they requesting photos of the products, I sent to them expecting to get the issue resolved.

What came next still saddens me, after communication for
about 4 months their request I send them the fault products.
I did trust again and hoped they would do the right thing.

Nope

I then get an email from them saying "decison has been made not to proceed with this claim" then they mention the disclaimer of large orders (that isn't relevent, as I was given faulty products)
Then throwing rubbish like "it hasn't happened to any other batchs of this product and they test"

They didn't have the decency to say it was a batch fault and give me a refund instead deflected. I love how they chose to tell me this after I dropoff the faulty batch.

Advice for new customers, look heavily through their returns and faulty policy as they say "IF" too much for comfort

Absolute best customer service, everyone is helpful, knowledgeable, and super friendly. Love this place!

The lady in the Melbourne warehouse was really lovely & helpful even though I’m new to the soap & candle world & didn’t really know what I needed. Also the lady in the warehouse came to find me as she found the melt & pour I wanted, so I left with everything I wanted. Fantastic service & lovely people xx

Staff at front very friendly, Paula will help you a lot, even help with questions. The pick area is great, Cveta helps with product knowledge too.

I love to buy from them online, but it is so difficult to search up something or backspace what I've already searched on the website, for some reason it exits out of the search bar and then i would have to click it again, it is the most frustrating thing in the world, it has happened multiple times, it take at least 5 - 10 minutes to search something and it is very frustrating can you possibly tell me what the problem may be, I thought it was my phone because this had happened on my old phone but it's happening on my new phone too. It's annoying.

I’ve been a long time customer of Eroma (6years to be exact) and they never disappoint! Amazing quality, quick and efficient and amazing staff. Especially Cveta, always welcoming me with a beautiful smile. My go to when I need supplies! Definitely recommend

The staff in the showroom and warehouse are very helpful, friendly and allow me to ask any questions without any hesitation and assist you the best way possible. I definitely recommend Eroma for any body that has or starting a candle bussiness to go there

Fabulous customer service and quick pickup! Eroma comes highly recommended for beginning and experienced candle makers.

Absolutely amazing place to purchase candle supplies. All workers are extremely helpful and kind. Would highly recommend to anyone wanting to begin candles or for established candle makers. High quality products, fast pick up and delivery times. Thank you:)