According to the woman, what is the problem with the cleaner?

Câu hỏi :

Question 33 - 35 refer to following paragraph:

W: Hello, I got a Dayson leather cleaner from your store a few weeks ago. But, when I opened it, the solid formula had melted and it was running down the sides of the container.
M: Oh, I’m very sorry for the inconvenience. It must be a faulty item. So, do you wants us to replace it with another one or you want a full refund?
W: Instead of the full refund, I’d like to get a new one, of course with the same brand and same color. I saw some reviews in the paper and the Dayson cleaner is the most popular for restoring both natural and dried leathers.
M: Thank you for your understanding. Please let me know where to send it and I’ll process the delivery for you as soon as possible.

33. According to the woman, what is the problem with the cleaner?