Nuscents Reviews 

Reply from Nuscents

Jun 5, 2025

Hi Kim,

Our wax melts have a full 10% fragrance load. On top of this, we have many which are absolutely potent - including some of the 20 you've purchased - namely Sweet Pea, Almond Milk & Honey, Cookie Dough, Bakewell Tart and Black Cherry.

You've purchased from within initial batches on our brand new clamshell design - these are all batched (left hand side of the label, initial batches of our new wax melts were signed off on the same batch numbers), signed off, tested and can be traced through other customers, who've been leaving us positive feedback - even on the Cookie Dough you left a negative review of on our website, which is stark to the four other responses we've received. Same product, same batch.

You purchase lots of wax melts, likewise we've sold lots of wax melts over the course of six years - thousands each week. We understand our product to require a little more time and heat than many wax melts to get going, but in return you get a slower burn and longer scent throw. This is explained on the extended information section of the product pages, and furthermore in help blog posts we've written in the past.

There has to be an in between. We've provided a product with a full 10% fragrance load - three times higher than store bought wax melts, and at the offer price of £2/50g wax melt - and with some of those fragrance oils you've purchased (we purchase in kilo multiples), reaching £85/kg, which is significant. Those, specifically our version of Almond Milk & Honey, Florida Orange Grove, Lime Basil Mandarin and Sweet Pea, have been purchased because they are the very best versions we've come across. Same again for Black Cherry at around £70/kg, which absolutely stinks, and Strawberry Shortcake circa £65/kg - all beyond the £45-£50/kg we could purchase alternatives at.

I ask of you to try our product again - they prefer high wattage electric wax melters/tealight melters with a standard four hour tealight (not oil burners), give them a bit more time than you usually would (you'll know they don't even begin to melt as quickly) and try them again - as clearly something is going wrong here - and across many fragrances. You've identified yourself the number of positive reviews we've received; and in such a competitive field, businesses of our size cannot afford to cut corners or be inferior to what is out there. There are reasons we stand by our product, and the advice given above, which should help your cause as you continue on with our products.

Once more, I urge you to try our wax melts again. One star is in no way representative of our product, nor even the service you've received.

Reply from Nuscents

Apr 28, 2025

Hi Susan,

Your order was opened and checked and refunded this morning prior to this email. Unfortunately we process refunds at set times, and not immediately after receiving back.

We're sorry for your experience, but thank you for trying our products.

Reply from Nuscents

Apr 28, 2025

Hi Holly,

Thanks for your feedback, but it's definitely not misleading, though we can see your frustration. Here's an explanation;

We first announced the discontinuation in June of last year. At this time, we planned to switch to another product produced in a silicone mould and then packaged as per our existing XL Wax Melts. We had designs and samples sorted, though a breakdown in communication between us and the silicone manufacturer led us to not continue on with this at that time.

The problem in the case in June was that switching from one product produced in a silicone mould to another - slightly thicker - would only solve half of our production/packaging issues. The product would still require unmoulding and bagging, and the labels would never truly be of a standard befitting of the scents contained within them.

We then ceased discussion about this, possibly around September 2024.

Following months of discussions and work with a clamshell manufacturer, we again announced late February of a planned discontinuation of existing XL Wax Melts - and reduced the price accordingly. To begin with, we planned to continue only with a 50g Wax Melt in a branded clamshell. This, because the tooling cost alone for both a 50g and 100g product was just shy of £20k - with almost 70% of this cost in the XL, as it doesn't follow a standard template and would require what is known as an additional stacker for them to produce quickly enough, reducing the cost so as we could move ahead with the product.

Customer feedback on them being discontinued was strong, with many upset. We decided to stump up the additional cost and change over both products at the same time. We did so on a whim, and it felt too much of a change. Of course, as the product is yet unlaunched, we're yet to see the ramifications of this decision.

The emails you receive are genuine and not from a place of dishonesty - never have been. To date, we have invested the full cost of the samples and tooling, and have changed our warehouse around for the changeover, have purchased other materials required, and have completed all product labelling changeovers - near £30k before a single wax melt is produced. Updates on this have been sent via email, along with photos of the new product design, which are also shown on our social media. We can't design them ourselves - these are genuine product replacements.

That you've received emails possibly 2-3 times a week is an indication that we're running down existing stock of these products. As suggested above, the price on these (and our 50g) have been significantly reduced - and with a starting block of 12,000 XL Wax Melts and almost 14,000 50g Wax Melts which have to be cleared in time for the new product (due for launch the middle of May - again, noted on the emails) - we've had to do as much as we can to decrease those levels and make way for the new product.

This is further demonstrated in the available selection of scents in our XL Wax Melts right now on our website - 117 as of 28th April, when just six weeks ago there were around 230 - so definitely not as per your suggestion, fully stocked. In fact, we've not had so few a number since 2021. Again to reiterate, this is a definite discontinuation, and we're saddened that as a customer who loves our products, you believe we're trying to be dishonest and manipulative in our approach. It's honestly anything but.

Switching these products over has been a necessary evolution of our business, and hasn't been without risk which we're yet to learn of. Of course, with that in mind, the last thing we've wanted to do is annoy our customers - so we're sorry for that.

Please feel free to send us an email regarding your comments. We're happy to show you the sheer work, levels and costs which have gone into such a product changeover.

Reply from Nuscents

Apr 4, 2025

Hi Amanda,

For transparency to others reading, your review was submitted at 1:54am on 4th April. However, your refund was actually initiated earlier, at 2:18pm on 3rd April. You will have received an automatic email confirming this, including the standard timeframes for when funds typically clear (usually 3–5 working days, depending on your bank).

In regard to your comment about “zero contact,” your first message was received on 25th March, where you explained that Royal Mail had left your parcel in the recycling bin and it had subsequently been taken by the council. We responded the same day, informing you we would raise this with Royal Mail and follow up once liability was confirmed. Despite the reference number you provided, Royal Mail has not yet accepted responsibility.

You contacted us again on 1st April asking for an update on your refund. Our standard response time, as stated on our website, is within 48 hours. Your refund was processed within that window, and the automated email confirmation was sent accordingly.

To clarify our usual process: when a parcel is lost due to courier error, we open a claim with them (this can take up to 14 days). Once they accept liability, we typically send a replacement to the customer, as the loss is of goods, not money. However, as you specifically requested a refund, we actioned that - even before Royal Mail had concluded their investigation.

Any perceived delay after our initial response was not due to lack of care, but simply because we were awaiting further updates from Royal Mail. Once it became clear a resolution wasn’t immediately forthcoming, we chose to refund you directly.

We hope that clears things up. Please do check your inbox for the refund confirmation sent yesterday, and allow time for the funds to appear in your account.

Have a lovely day.