Wow, I finally got a response and here it is: They obvoiusly didn't read my email very well. They are telling me to burn it for at least 4 hours---I let that sucker burn for over 12 hours and still didn't get a melt pool. Then they say to trim the wick--the wick was so small and struggling there was nothing to trim. Not to mention it took them almost 10 days to answer my email. LOL We apologize that you are having a problem with your WoodWick candle. We would like to assure you that we use only the finest ingredients available, and honestly try to make the highest quality candles possible. We extensively test burn candles from every batch to make sure they are burning properly. A WoodWick candle is of a different nature than a candle with a cotton wick. It takes a little getting used to burning a candle with a wick of this material. It is not common to experience these problems you've described in burning these candles, so please consider our instructions to ensure a more positive experience in the future: We recommend trimming all of the black ash off of the wick to produce a better burn. This has worked very well in keeping the candle lit. Please trim against the wick to expose as much of the fresh wood as possible. (You should see no black on the wick for the best results.) Another factor that may cause the flame to "suffocate" is the wax surface. You should not extinguish the candle until it has had an opportunity to burn to the outside of the glass (typically 3-4 hours each burn). You should also make sure that the wax surface is flat all the way across to the glass. If you have any tunneling of the candle, you should remove the excess wax and start over with a flat surface. This will help more oxygen get to the flame. You should not be burning the candle near any drafts, windows, air vents, etc. This could cause the candle to burn improperly and may be dangerous. Please let us know if you have any further questions or concerns in the future. You may also call the number below for immediate assistance Monday-Friday 9am-5:30pm EST. Thank you for your time. Have a wonderful day! Sincerely, ~~~~~~~~~ Virginia Candle Customer Service