Review on 🌿 JBJ Sac White Sage Incense Sticks - Pack of 120 by Amanda Christensen

I have been buying these incense sticks from this seller on Revain for five years. I got a batch that just lit up and burned for a few minutes and then went out. It was a whole pack (that is, all the little hexagonal boxes inside). The product costs less than $10, so I wrote to the company and asked if they had any idea why this was happening and what I should do. This rendered the whole package useless and apparently no one would have known they were all suffering from the same affliction unless you opened and lit every single package. They wrote back and said they tested the batch and everything is fine (does that mean it's my fault somehow?) and I can return any open packages for a refund if I want. It doesn't sound like I know, but here's why I won't be buying from them again; Ideally, with a reasonably priced product like this, if a loyal customer with a five-year purchase history raises their concern, you don't respond, effectively denying their experience and telling them they're wrong. There was no reason for me to contact them about this (I have five children and a business) and I wouldn't want to spend the time or expense to send everything back. A customer-friendly option that would make a good impression and cement further loyalty would be to simply place a new order (again, not an expensive product) and apologize, as it really doesn't matter. It felt like the response I got to conclude I was wrong or invalid contained a level of ego defense that was more important than long-term customer satisfaction. Strange practice but I found a new supplier and so far so good.