Expensive, not as advertised, poor customer service
I really wanted to love Lumen & Luxe candles because the scents are genuinely beautiful. Unfortunately, for the price point, the overall experience has been incredibly disappointing.
The candles are advertised as having a burn time of up to 100 hours, but in my experience they last around 50 hours at most — essentially half the advertised burn time. Given how expensive these candles are, that’s a significant difference and makes the claimed burn time feel very misleading.
I also purchased a refill that did not fit properly, which is where the experience became even more frustrating. I contacted customer service almost a month ago and the issue is still not resolved. Responses take a long time, and when I do receive one, they often address only part of what I’ve raised. I’ve had to repeat the same concerns multiple times just to try to get a complete response.
For a premium-priced product, I expect both the product and the customer service to reflect that premium. Beautiful fragrance unfortunately isn’t enough to make up for candles lasting roughly half the advertised time, a refill that doesn’t fit, and nearly a month of going back and forth without a resolution.
I would struggle to recommend Lumen & Luxe based on my experience.