How We're Improving Customer Care
During COVID, our small business went through some tough times with customer service. We had email glitches and fulfillment challenges, and unfortunately some customer messages never reached us. Replies slipped through the cracks, and we know that left some of you feeling ignored.
We truly thought we had followed up with everyone who was affected, but have since learned that some customers may still be waiting for a resolution. If that’s you, we’re so sorry.
Customer service is at the heart of what we do. Every order, every gift, every candle matters to us, and so does every customer. That’s why we’ve completely fixed the issues: we’ve switched to a new customer service platform and brought shipping back in-house for reliable, hands-on fulfillment.
If you were affected and never got a resolution, please reach out again at help@frostbeardstudio.com - We want to make it right.
Finally, thank you for sticking with us. Your support means everything, and we’re grateful to have such a loyal, patient, and kind community of readers and candle lovers.
