Woodwick candle - faulty

archiegolightly

I bought quite an expensive Woodwick candle. The candle didn't burn at all, apparently there can be problems with the wooden wick and sometimes they are faulty, according to woodwickcandle.co.uk. I contacted woodwickcandles.co.uk so they could keep a track of faulty products to advise them of my fault, via their website form, they emailed back the next day, well someone called Jen did, to say they'd send a replacement. I waited four weeks and after various emails, which were ignored, tried again and made a formal complaint on their website again. The Director, Annie Rockley replied and said it wasn't their problem, and they weren't issuing a replacement. They said they forwarded by email on to someone else (Jen) to deal with and it's her who should deal with it, and apparently she's from another company! Their customer service is appalling, and in a recession wouldn't you have thought they'd ensure they kept the customer happy. I am out of pocket and very very annoyed. Any advice?