Thank you for your feedback, as discussed with you, soy wax is very sensitive to temperature changes. During the winter months, frosting does occur. It is a natural reaction to climate changes that does not affect the performance of the product. We chose soy wax as the material we wanted to use because it gives the most incredible scent throw, frosting is an issue we accept in order to have the best smelling candles on the market. Many makers hide frosting by using opaque jars, we chose not to as we are a very open and honest business. Frosting is something we have talked about on our social media a lot over the years.
We are looking to add details about frosting to our website now too following your feedback.
With regards to the wick issue, this is not something you had brought to my attention in our discussions. I make all products by hand, not using high tech machinery so a wick being slightly off centre may happen occasionally. This is why we offer our 100% satisfaction guarantee, even if the product has been used, because I am human and sometimes human error can occur. I have offered you a replacement product or a refund but you have not accepted.
I’m sorry that you were not happy with your product on this occasion and hope that you will accept our offer to resolve the issue.