Craftovator Studio Arvostelua 13 195

Placed an order for over £100 pounds nearly three weeks ago, they say dispatch after 3-5 working days so I messaged after a week asking for an update. Radio silence. Messaged again three times to cancel my order within the last 2 weeks and still haven't heard anything back. As a small business this is a lot of money tied up in materials I now don't have to produce my items. Can't even speak to a person on the chat although they claim they have agents, can only leave a message which they say they'll answer within 72 hours which is not true. Then the auto-reply literally says if they don't reply within 72 hours not to message again as the request will go down to the bottom of the pile. So you expect customers to sit around and wait and see if you kindly maybe will honour their legal right to cancel an order?

Edit: I have reported this company to trading standards over their shady practices. And if I do not get my refund I'll take you to small claims court as well. Order number #CS425337. Sort it out

Placed an order on 10-Feb thinking I'll be receiving it in 3-5days which was advertise. Package arrived 18 days later. I've messaged customer service twice to get an updated but only got an auto response that they will get back to me w/in 72hrs in both instances no one has reached out. It even says on the e-mail that if I haven't got any response in 72hrs do not message again cause it would further delay their response. When I tried to dispute it from my bank, oh wow! They responded to the bank in an instant. They don't care about their customers, all they care is their profit.

Ordered some fragrances but one was missing. That was 10 days ago and nothing has been sorted, they asked for the delivery note which i sent on an email. Not one person has let me know what is happening. I am not giving up, money back or product please.
M Meedy

Leaving this review because although my order from mid November hasn't been processed it's the inability to reach them that is the real issue. As a small business I can't afford to be ripped off like this.

Wish I’d read the reviews here. Purchased a week an a half ago, emailed to ask for an update after a week and got nothing, then today (11 days after purchase) I get an email to say my order was cancelled at my request. Nothing from the company to explain what’s going on. Terrible experience, avoid at all cost.

We placed an order in April 2025 for over £1,200 and the goods were never sent. We contacted Craftovator / Imperial Supply Ltd many times and received refund promises, but no refund was ever processed. My bank attempted to reverse the payment, but the company declined the recall.

When we posted publicly in candle-making groups to warn others, the company replied within hours saying the refund had been issued — but no refund actually arrived.

Their website and social media remain active and posting daily, yet our messages continue to be ignored. Based on our experience, we advise others to be very cautious when dealing with this company. The same owners also operate Imperial Candles, so consider this when deciding where to buy.

I thought that after ownership changed, all revert to normal course. Yet: products not delivered, emails not responded.
I learnt my lesson with this company, and never ever will buy from them.

Still waiting on my order that I placed on the 27th of September, no response from craftovator, I've a small business making wax melts so I was relying on their products
Not a happy customer 😒

Absolute crooks
I bought the zaflora linen in January 2025 and did not receive it after 8 months so asked for a refund - it’s now October 2025 and also no refund - do not use this company

Ive Emailed you several times regarding the 15 diffuser bottles you missed off my order but charged me for. Your customer service is absolutely appalling. My order number is cs424503...I will be taking this matter further if you dont sort this out!!

I placed an order on the 29th of April worth over £1,200 and waited for three months without receiving my items. After contacting the company, they promised a refund, but it never arrived. Since then, they’ve completely stopped responding to my emails, and they also ignore my messages on Instagram and Facebook. Very disappointing and unprofessional – I would strongly advise others to avoid ordering from them.

I ordered two fragrance oils (mine because it doesn’t make sense paying delivery on just one). However, one of them was refunded and only one sent - so it defeated the object.
The annoying part was that there was no communication to let me know that one would be refunded - I am assuming that it was out of stock. The fact that I have to assume means that the communication is poor

Still waiting on my order from March. In the meantime, I've ordered the exact same scents from House of Scent multiple times and they've arrived the next day every time. Avoid this company.

AVOID! Craftovator is going to go under again, don't lose your money. Their customer service is non-existent. They've disabled the phone lines, emails are bouncing back and they're uncontactable on social media. I've tried everything.

My past THREE orders have all had issues.

Order 1 (Dec '24): This was ordered on pre-order with an initial 3-4 week lead time. It took 4 months to finally arrive. Nobody originally kept me up to date with the increased timings, I had to chase myself. I ordered two x5kg and a massive 10kg metal drum was delivered. I had no way of decanting it and lost a substantial amount in the process. Just a lack of communication as to how it was going to be delivered and when.

Order 2 (Apr '25): The wrong label was on the bottle and it had to be sent back which I was never reimbursed for. It took nearly two weeks to get the right oil which threw my production timings out.

Order 3 (Aug '25): I ordered 5kg of oil and you should have seen the state it arrived in. Why on earth you'd use Royal Mail to deliver that is beyond me. It had been dropped and a hairline crack was in the side of the plastic. The box was sodden and the postman just left it on my front door, leaving a massive oil stain on my patio - not to mention the lingering smell! I know this isn't Craftovators fault, but the customer service has been absolutely appauling. Zero effort to assist me apart from a generic, naff email which has taken 10 days.

When you spend £250 and don't get a timely response it sends you into panic, especially with Craftovator’s previous history. Has the business closed? Have I lost my money? It's draining. AVOID!

Ordered 2 months ago £300 no show

Made a large order as I have been using craftovator for several years, fast forward to now I have received no communication, no sign of my delivery genuinely abhorrent. Clearly this company is not functioning, avoid at all costs.

3 months later I'm still waiting for a refund...
Recap:
Ordered a 5kg oil, was supposed to take 4 weeks to arrive.
After 10 weeks not showing up and multiple emails (Craftovator customer service is close to non-existent) they "cancelled and refunded" my order.
2 weeks later PayPal notified me the seller did not refund the order correctly. Tried to contact them and to no surprise did not get a reply, they did not reply to PayPal either.
This all looks like a scam, is like they're hoping if enough time passes and a refund promise is made I will just forget about this and they can keep the money without sending the order.
I have now had to open a case and make a chargeback.
A total of 3 months wasted, so far no product and no money.
Save yourself the time and money and just buy from another trusted candle supplies company.

I bought 25kg of Lye 2 weeks ago, I still haven't receive. Look like this is a scam.

My order arrived a week after I placed the order so was pleased with that aspect of it but there was an issue with the goods I’d received one of the scents In my package were wrong I ordered the ary fragrance oil and needed up with chocolate fudge instead but I had already ordered chocolate fudge so ended up with x2 chocolate fudge….. I make wax melts and diffusers for a living and I had a bunch of pre orders that had already been payed by customers for the ary fragrance and have now had to refund all of them…. 🙄 I will use the company again as I did find the ones I ordered that came correct are good quality and at a good price but please take more time when packing orders to make sure there correct as I have literally just lost a lot of money due to this mistake I’m only a small business and iv not long started iv message in what’s app and email but have not had response as of yet

I made an order in January 2025. Craftovator did not have it in stock, but it never arrived. They suggested to reimburse me, but I have no news for a month now, and they are unreachable by phone, Messenger, and mails are returned without delivery. I hope I will be able to reach them to sort this out.

placed my order 2 weeks ago and I still don't have it. i sent 4 emails with no response and I requested for a refund. I still didn't get any response. Think twice before ordering. It's safer to order somewhere else. Look for another reliable option