EROMA

First time hete today. And i had a great experience. The customer service is excellent. I will definitely coming back. Thanks

Love the store.love the sales.love everything about it. Made two purchases. When I went to collect, one of the make staffs helped me with my orders. I showed him both invoices and he helped load the boxes in my car. I asked repeatedly to confirm everything done right.
First time there!
Just wanted to be sure ;)
I got home and gave both boxes to my daughter for her project with her friends.
Only to find out. I received the box of soy wax, box of 18 oils (ordered 19) a box of wicks and a pack of tea light candle moulds.
The second order wasn't given to me.
Today waa the project day.and they didn't have any colour!
Tried to contact Eroma but I guess they don't open on weekends (?)
So, can only get in touch on Monday. And my girl's little project is delayed another week.
And I have to make another unnecessary trip to the store.if only the dispatcher take my orders abit more seriously and double check my paperwork: (

But the store. I love it!

Incredible fragrances however their (online/email) customer service is below average. They sent a faulty product and refused to send a replacement at their cost. Really don’t understand how it is the customer’s job to fix your mistakes. Also don’t love being bounced around from one person to another just trying to get an answer. You sent a broken product, you replace it: pretty simple premise. Also their bottles are terrible for travel: unless they are kept sitting absolutely upright, they will leak everywhere. My car is drenched in Nag Champa smell because of a slightly angled bottle.

I never leave reviews but I feel it's needed due to exceptional customer service I receive from Adrian EVERY TIME I visit the Melbourne warehouse. I have been a customer of Eroma for a couple of years now and I would comfortably say Adrian is the best asset the company has. Adrian is very polite and extremely helpful but most importantly he is always smiling. Thank you, Adrian and keep up the great work.

Pick up order - the staff was really helpful and answers any questions you have. First time visit and really like their customer service. Thanks

First time dealing with Eroma and I must say their customer service is amazing. Very friendly and helpful. The team in the warehouse are equally as wonderful. Will definitely be back.

I wasn't aware of free shipping above $50. Ive never received this despite being over $50. Very dishonest.
Thats probably a deceitful ploy on their part as they send in 2 parts therefore your order is split.
But I still have never had free postage.
NEVER again
I now use Aussie Candles
I advise everyone here to complain to ASIC and consumer affairs re false advertising of free postage

Significant increase in golden wax 464 I bought it for $102 (Golden Wax Container Blend - 464 - 22.68 kg
16274
$102.00
Ordered: 1
Shipped: 1
Brisbane
$102.00) now its $165 that is a huge difference. I have asked Eroma representative Rita and got following answer 'Due to the unprecedented demand and increased pressure on our supply chain, freight and material costs have gone up, impacting product pricing'. Now due to Covid we loss jobs and income is gone and above all we have to pay $165 for a product which worth much less. I am dropping my plans to make candles for now. I only make for myself and as a gift to friends.
I have to mention I have used EROMA and found their customer service awesome there is nothing wrong with company or product my this review is just regarding price increase which is allow me to use work SHOCKING to me. Cheers

Unfortunately have had some issues with my candle wax not burning right and the wax won’t burn it just bubbles once made into a candle, I have emailed 2 times asking for help and I’ve gotten one reply and the issue was never resolved!
Not happy at all

Terrible website. Everything is out of the stock and all the data sheet has "no data" in the chemical part. I will buy my stuff from USA rather than using this supplier.

Great customer service, friendly employees. Only problem at the moment is they are always out of stock of fragrances. Japanese Honeysuckle for example I haven’t been able to get for a good 8 weeks.

Super impressed with the products and availability. Products always arrive wrapped properly to protect the items and can tel they have been handled with care. The double shipping costs aren’t my best friend but it’s easy enough to remove items from your cart that require a second warehouse to fulfil.

The products are fine but my $50+ order qualified for free shipping, as advertised on their website, but they refused to honour it. They explained this was because one of their warehouses was out of stock of one product, and it had to be shipped from the next closest warehouse. I cannot understand why the customer needs to pay for their stock level issues.

I would give 0 stars if I could. After receiving my order which I spent more than $600 for a specific order I needed to make, three jars were completely shattered on delivery. Not only that, the fragrance bottle had leaked all through the wood wicks in the bag that they had stuffed everything in to. I had lost three jars, half a bottle of fragrance and wicks that I could not use. I contacted Eroma and it took them 5 days to respond with no conclusion or effort of urgency to the impact this has had on my business and getting this specific order done for my client. I would not recommend using Eroma at all. I have ordered a few times and this will be my last. So disappointed with their lack of effort, I’ve had to refer my matter to Consumer Affairs.

I used to get fragrances for candles from Eroma and I do like their fragrance range. However latest trip to their Epping showroom wasn't a warm experience. Not sure if they have new business owners but the staff have changed.their female staff member wasn't very helpful at all. Their ordering system is very frustrating. The showroom allows you to smell all their samples but to purchase, you have to order them through their computer system on site - and if they are in stock they pack them from their warehouse. Most of the items we selected were not in stock even though stock levels were saying to the contrary. Wasted an hour choosing fragrances that weren't available. Also, no prices to view, you have to be in front of a computer to do so, left empty handed even though we really wanted to purchase a number of items.

Buyer beware - there is NO free shipping, items come from multiple warehouses so you end up paying shipping - there is no explanation for this before you order! Once you order the customer service is appauling - there is absolutely nothing they can do to assist their customer!

While I have found most of the fragrances to be good, the items come from three different warehouses so be careful as you can be hit with multiple shipping fees. I understand why this is the case but there is no search function to limit the results to one warehouse only. Very frustrating!

Eroma promise free shipping for orders above $ 50 but they charge me for $20 and + transaction fee and I find out it only after payment. They don’t answer a phone and letters! I newer order here again!

Not great customer service. Barely had anything in stock which was super disappointing. I recommend they remove the items that are out of stock from the shelves instead of disappointing customers. However, the staff out the back were very lovely and nice.

The customer services I received from the Melbourne receptionist today was some of the worst I have ever received. Rude and lazy! Honestly I'm not sure why you have one when you can't even place orders with her.

Your website is confusing and clunky and i literally waisted an hour in store trying to process an order that I was told by your receptionist I could collect from their on-sight wear house to then find out half the products come from Sydney so I not only waisted half my day and fuel coming in store to then also have to pay shipping and majority of the products were out of stock.

When I was placing the order on one of the store computers there was no hand sanitiser or disinfectant wipes anywhere. Great way to share Carona virus amongst your customers guys.

The test fragrances that actually had liquid in them smelled pretty good and the wear-house guys were very friendly (maybe put them on the front desk) ?

Pick up your game EROMA very disappointing.