We're truly sorry to hear about your recent experience with our honey. We assure you that maintaining the quality and purity of our product is of utmost importance to us -- our honey is sourced with the highest standards, and we never add any sugars. Changes in texture can sometimes occur due to natural processes like crystallization, especially in raw and unfiltered honey.Our process ensures that the natural state of honey remains intact to provide the pollen, carbohydrates, vitamins and minerals inherent to raw and unfiltered honey; it is not pasteurized at any point in the production. Honey that has been heated at high temperatures and pasteurized will never crystallize. But that convenience comes at the cost of all of the nutritional value inherent in the raw honey.To decrystallize honey, place the honey upright in a small bowl. Fill the bowl with warm water at least half way up the container. Leave the honey in the warm water for around 30 minutes, replacing with warm water if needed.