Yankee Candle Company

Has Richard lost his mind you’re asking? He’s not only reviewing a chain retailer, but he’s reviewing a mall retailer?
Yeah, I may have lost my mind.
But hey, Maya started it!
The truth is that I’m a fan of Yankee Candle and I visit this particular location on a fairly regular basis when killing time before a movie — this means at least once a week.
I’ve yet to find a candle that works for me as well as Yankee Candles do. I feel the same way about most of their secondary products like air fresheners (home, car), etc. Yes, they’re more expensive. They’re also very good.
So, if I were to rate Yankee Candle solely on the basis of their product I would most likely be looking at a 5-​star rating. LOVE their products.
Here’s the thing.
I really, really, really hate shopping at Yankee Candle. While I’ve always found their sales approach a tad over-​the-​top, over the last few months it has almost gotten to the point that there are times I simply don’t go in because I don’t want to deal with it.
Seriously.
Here’s the experience I have had almost every single time over the past few months at Castleton, including last night.
I go in. I check out their specials and check out a few tables. I don’t begrudge them the fact that within a couple minutes, someone is going to swoop in and offer service. That’s fine. I’ll typically decline unless there’s a specific need.
Yankee Candle has a challenging layout for strollers, wheelchairs and pretty much anyone with a big butt. While I’ve not broken anything in Yankee Candle, it’s taken a conscious effort every single time I’m in there and I’ve sure had some close calls and have tipped over smaller items before. I realize inventory is important, especially in a high profile location like Castleton, but it would be nice to have some room to get around.
A few months ago, they really began pushing their e-​mail advertising and their rewards club. How do I know this? They push it every single time. When you buy at Yankee Candle, you’re not just committing to the sale but committing to the journey toward the sale.
Seriously.
«Do you want a wick trimmer?»
«No, thank you.»
«Five minute lecture on why wick trimmers are awesome» while they casually roll your candle up in tissue paper, a courtesy that these days feels more like a sales ploy.
«Can I get your phone number?»
«Phone number given.»
«Can I get your e-​mail?»
Silently thinking «You can’t look it up by phone number? This is 2016, after all.» I’ve asked. They apparently hired an IOT department straight out of their local community college (Sorry to all you community college grads — no slam on you intended).
If you decline an e-​mail, you get a five-​minute lecture on why their e-​mails are awesome. Because, after all, EVERYTHING is awesome.
«Are you a member of our rewards club?»
«I have no idea. You’ve lectured me into a drunken stupor now.» I’m sitting here thinking «Why didn’t I go to White Barn? They actually sell you candles without the lecture.»
«Three minute lecture on why the rewards club is awesome — $ 5 gift card after $ 100 spent. For the record, that’s not awesome and it’s not worth the amount of my time you kill with every sale.
If you’re lucky, your products, even if you only have one, will be ready to go by the time they get through all the lectures. If not, you get another lecture on an upcoming sale or changing products.
EVERY single time. I mean, heck, last night they even acknowledged that I was a regular but felt the need to give me every single lecture.
There are now times I don’t go in simply because I don’t have the time to commit to the entire journey. OH sure, I could probably be rude and cut them all off (and have). I’ve also simply left if it got overbearing (Do you hear that Yankee Candle? You’ve lost sales because of this current dreadful sales approach).
The painful conclusion, at least for me, is that I love Yankee Candle products but hate the experience of shopping there. While I’ve been hesitant to switch over to shopping online, it may prove to be the best option because Yankee Candle, at least this location, crosses the line from good customer service into the realm of almost stalkerish tendencies with a hard-​sell approach that betrays the very essence of what folks like about Yankee Candle.

So full disclosure I walked into this store and immediately broke a candle! They were really nice about it and I was mortified.
The women who were working this day seemed very knowledgeable. The store was very clean. Somethings were put in the wrong place, but they were having a huge seasonal sale so I don’t think that is really their fault.
Also, the signage for sales is very confusing? Like these shelves and this think over here are x price today but don’t count to the promotion on these shelves over here etc. the store is really packed with displays also which makes it hard to maneuver around without knocking stuff over! They were nice and held my bag for me after my accident at least :(
Another thing to note is because it doesn’t seem well ventilated the candle fumes start to make you have a migraine but that’s not really the store workers fault.
Finally, they play some good music for a mall shop! That was pleasant.