Dear vseyeguy, hello! I'm the Community Manager around here.

Thank you so much for providing the picture! Looks like the customer service representative did not really understand how far below the wax is the wick.

I assure you - we stand behind our products and a replacement will be shipped out to you the moment you share your email with me - the one you registered your order to. You can also provide your order number or your full name. Please, send me any of that info in DMs or to the email provided below.

If you want any further assistance, please send an email to customerservice@edenfa ntasys.com - we'll be happy to help.