Sicily

2 reviews in English for Sicily

1. 

   Rated 1 out of 5

   Boris Jan Kalcic – 24 April 2026

   

   Unfortunately, the experience was disappointing, not so much because of the product itself, but due to the way customer service handled the situation. Despite the careful packaging and a pleasant fragrance—albeit with a diffusion that is too light for medium-sized spaces—the candle immediately showed a defect with uneven burning. The wax does not melt evenly at the edges, a problem I attribute to an evident misplacement of the wick, which is not properly centered. What made the experience negative was the company’s response. Instead of acknowledging the structural defect, customer service repeatedly tried to attribute the issue to incorrect use on my part or to unlikely external factors, such as supposed air drafts. This defensive approach, combined with a technical explanation that ignores the visibly asymmetrical positioning of the wick, demonstrates a lack of attention toward customers purchasing products in this price range. Despite their formal courtesy, the lack of a concrete solution or genuine acknowledgment of the issue leads me to advise against the purchase for those who are used to the quality and service standards of leading international brands.
   • 

     Officina delle Essenze – 24 April 2026

     Answer from Officina delle Essenze

     Dear Boris, We sincerely regret that your experience did not meet your expectations and that, despite the prompt exchange and the availability shown during the conversation via WhatsApp with our Customer Care, it resulted in such a negative review. From the very beginning, we took action to provide you with concrete support, involving our technical manager and offering a direct inspection of the product, precisely to ensure a clear and definitive solution, including — should a defect have been confirmed — a replacement or a refund. However, we believe it is important to clarify that your review omits a relevant objective element: the image you provided via WhatsApp shows a wick that is essentially centered, with at most a minimal deviation of a millimeter which, as explained, is not technically capable of causing the kind of uneven burning shown. Likewise, from the same image it is evident that the wax has melted correctly in relation to the reported usage time, with the exception of a limited portion along one edge. According to our technical department, this aspect is consistent with the influence of external factors, such as air drafts or environmental conditions, which can affect heat distribution. For this reason, we proposed a technical inspection through the return of the candle, which is the only method that allows us to accurately verify any anomalies and intervene accordingly. This option, however, was declined. Our objective is never to oppose the customer, but to assess every report with seriousness and rigor, in order to provide solutions based on concrete evidence. We therefore regret that this approach has been perceived as a lack of attention, when in fact it has represented, for over 25 years, a guarantee of fairness and reliability towards all our customers.

2. 

   

   

   Rated 5 out of 5

   Katrin – 3 December 2025

   

   Second candle I’ve tried, second love… an absolutely wonderful scent. Highly recommended!