I had a bad experience with an expensive candle I purchased that cracked by itself while burning (it wasn’t dropped or banged into, it simply broke after just a few times lit). I emailed customer support to see what they could do and to let them know of a faulty product and every reply was sent by a different agent, each one asking for photos, receipts, order numbers etc etc etc. and finally they said they couldn’t help me bc it was an in store purchase and I have to bring the item into the store to do anything about it!! Why not say that in the first place?! I’m not going to bother since it’s dangerous to carry a sharp piece of broken glass around but after this experience, they lost a customer forever bc I hold grudges!!