Quince & Cook Reviews 

Reply from Quince & Cook

Updated Feb 2, 2025

We are devastated to see a 1 star review. As a small family business this can have a terrible effect on our livelihood.

We received your email yesterday informing us that you had received the incorrect item. Unfortunately as a small business we can't always be on hand to reply to emails outwith our office hours, we often try to but sometimes it's just not possible. You would have been our first priority tomorrow morning.

Our reply would have told you that we were incredibly sorry, sometimes we make mistakes, and in this case we sent you the wrong size of red gingham tablecloth.

We are more than happy to send you the correct table cloth by post tomorrow and you can keep the incorrect size free of charge, as way of apology for the mix up.

The last thing we want is an unhappy customer. Our business is our livelihood, please understand than mistakes happen and we can't offer immediate replies to emails like Amazon and bigger brands, I wish we could.

Please consider amending your review. I'm sure that the item was sent quickly - I can see from the tracking that it was, it would also have been wrapped and packaged perfectly - surely this doesn't deserve a 1 star review.

Please check your inbox for a reply and we will have your correct table cloth size sent tomorrow.

Sophie

Reply from Quince & Cook

Updated Feb 2, 2025

**EDIT: We placed a further 2 candles on test and achieved just under 30 hours burn time from them. I would really appreciate if you could edit your review to correct information.

Had the candles arrived and they were smaller than you anticipated, you could have contacted us and we would have organised a return. As it stands we didn't hear anything from you until you left us a 2 star review.

Reviews are incredibly important to small family shops, they can have a huge effect on our businesses. Please think twice before leaving a review without reaching out to the company first. Also, with regards to the scent throw, the candles are wonderful **



Thank you for taking the time to leave a review.

The candles you purchased are from a new brand that we have just started working with, they look beautiful and smell amazing.

However, I have to admit, they were smaller than I imagined when we received them from the maker. For this reason I made sure to note their weight in the description.

I have burned one candle as a test in store and found it to burn for at least 15 hours, and it still has another burn in it. This burn time is shorter than a standard candle of this size as it is made from natural coconut and soy wax, these waxes (especially coconut) melt at a lower burn point, plus the candles have a double wick which will make them burn even quicker. I didn't find any issue with scent throw, but they may be more subtle than other candles.

I have sent feedback to the candle maker so they may come back with more information or possibly amend the design for future. Plus we will keep this in mind when deciding to restock the brand, and will amend the listing to add notes on wax type and why this may burn quicker than other wax.

With regards to the price, unfortunately natural, hand made products in sustainable packaging will always be priced higher than other candles on the market. Which is a huge shame, but raw materials and staffing costs are much higher for small brands than big multiples, so small batch will always be a bit more expensive.