Thought Leadership + Practical Advice

IN FRAME – Glasshouse Candles


IN FRAME articles feature businesses that stand out to us as having something special when it comes to their customer. Be it customer service, outstanding overall experience or simply unique in their DNA, we celebrate them – IN FRAME.

Glasshouse Candles – A Wow Customer Experience

Fragranced candles.
Who’d have ever thought they’d become so popular (and at $42+ bucks a pop!)?

But truthfully, who doesn’t love a gorgeous smelling home or work space?

We’re a little bit mad about candles, here at CF. In fact, the day cannot begin without the lighting of at least one candle in the office. It’s part of our daily routine… after coffee, of course.

So, I guess you could say that we’re candle aficionados. Or more simply put, candle addicts.
And we don’t like to be disappointed. We pay for quality and we expect quality in return.

The scenario

A circa $43 Glasshouse candle received as a gift, unwrapped and eagerly lit. For some reason, it doesn’t quite live up to expectations.

Cue disappointment. Cue giant chasm between expectation and delivery. Cue sad-face emoji!

Not ones to shy away from testing Customer Experience delivery, we contact Glasshouse, explain our issue via their simple online form and wait

Tick tock. But we need not wait

Within 24 hours, we receive an email acknowledging our complaint, apologising for our disappointing experience and taking full responsibility for the issue at hand. A few exploratory questions delivered in a gentle, un-accusing tone that doesn’t put us off or make us feel to blame.

Thanks for bringing this to our attention. I’ll do my best to get to the bottom of this for you as quickly as possible”, says a lovely rep from the Glasshouse Fragrance Team.

Within 24 hours, another email with even more knight-in-shining-armour responsibility-taking from Glasshouse.

There may possibly be an issue with the wick size, and we’d certainly like to replace this for you. Please let me know if you’d like the same fragrance as a replacement, or whether you would prefer to pick an alternative from our site ”, says now-outstanding, kind, generous, understanding, lovely rep from the Glasshouse Fragrance Team. Thanks for all your help in investigating the issue”, she continues.

Cue wide-open stare.


You mean, I don’t have to prove anything else to you? I don’t have to go to the post office and package up my used candle and send it back to you at my own cost? I don’t have to scan my receipt and email it to you to prove date of purchase? I don’t have to jump through hoops for you?

And, you’re not going to just say you’re sorry and leave it at that? Or give me a 10% discount voucher off my next Glasshouse purchase? Or tell me that you take these things seriously and thanks for my time in letting you know that I’m not happy with your product, my feedback is really important to you?


Glasshouse, we salute you

Quality product, quality service. You don’t charge like a wounded bull, let us down, then leave us holding a product we no longer love and no longer want. Apparently, it’s just not your style.

You take the pain away. Put the customer at the centre of service delivery. Do anything to make the customer happy. No time wasting with to-and-fro emails. No hoping the complainant gives up the fight. No letting down the customer.

Two simple steps and our issue was sorted. Beyond our expectations. Wow, is all we can say.

Let’s all take a leaf out of Glasshouse’s customer service handbook

  1. Make the customer right (don’t blame).
  2. Respect your customer’s time.
  3. Own it. Take responsibility.
  4. Stand behind your product.
  5. Fix issues fast.
  6. Make it easy.
  7. Close the loop.
  8. Be nice.
  9. And most importantly, leave the relationship intact. In fact, leave it better than it was before.

Pretty simple, right?

Well Glasshouse, you nailed it. Thank you for an outstanding service experience.
And now, for our next purchase… will it be the Montego Bay, the Coney Island or the Kakadu …

Sueanne Carr CUSTOMER FRAME Co-founder Superhero

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