Absolutely unacceptable experience. I would NEVER trust this company with another order, especially…read morea large business order. There were multiple mistakes, and instead of taking accountability, the owner became extremely rude, yelled at my employee, refused to correct the issue, and ultimately told us he didn't want our business anymore.
We ordered sample T-shirts and hoodies before running a pre-sale. The hoodie sample was OLIVE GREEN, exactly what we wanted. We photographed and sold the product to our customers based on that sample. After our pre-sale ended, we placed our bulk order.
First, we PAID EXTRA to have every item individually wrapped in plastic. When our driver picked up the order, NOTHING was wrapped. Our entire order was messily thrown into one giant cardboard box, with hundreds of pieces of clothing loose, piled and crammed on top of each other. It genuinely looked like our merchandise had simply been tossed into a box with very little care. This was inventory for OUR paying customers, and the lack of care was shocking.
We had to bring the entire order BACK, waste our time and gas, and leave it another 24 hours so they could complete a service we had already paid for. No compensation was offered.
When we picked it up again, we discovered more problems.
We ordered an XS hoodie for a customer who purchased an XS during our pre-sale. Instead of telling us the hoodie wasn't available in XS, they simply substituted a Small. No call, no email, no warning. Now WE are left explaining to our customer why we can't fulfill what she paid for.
Then we discovered the biggest issue: the bulk hoodies were a COMPLETELY DIFFERENT COLOR from the sample we approved and sold.
Our invoice says OLIVE GREEN. Our hoodie sample was olive green. The T-shirts from the SAME order arrived olive green. Yet the bulk hoodies arrived in a much darker forest green. The difference is extremely obvious in the attached photo.
My employee called to resolve the issue. Instead of working toward a solution, the owner became extremely rude, YELLED at her, and refused to refund or replace the hoodies.
I have NEVER experienced being yelled at as a paying customer before. There is absolutely no reason for a business owner to yell at customers over the phone, especially when they're calling about legitimate issues with an order they paid for. You can disagree with a customer and still communicate professionally.
He blamed the color discrepancy on "forest green" being mentioned in an email. But the actual INVOICE says olive green, the SAMPLE they provided was olive green, and that's what we relied on when selling the product. I had also referred to the T-shirts as "forest green" in communication, yet those arrived in the correct olive green. So why were only the hoodies a completely different color?
We ordered samples for a reason. The entire purpose of a sample is to know what you're going to receive before committing to a large order. You cannot provide one color sample, list that color on the invoice, deliver something substantially different, and then refuse to correct it.
The owner also repeatedly told my employee how many years he had been in business. I genuinely don't care how long you've been in business if this is how you handle mistakes and treat paying customers. The conversation eventually ended with him saying he didn't want our business anymore.
Mistakes happen. I run a business myself and understand that. But this wasn't one mistake.
We paid extra for packaging and received our merchandise loose and messily thrown into a box. We ordered an XS and received a Small without being told. We approved and sold an olive green sample and received forest green hoodies despite the invoice saying olive green. Then, instead of trying to make things right, the owner yelled at my employee and refused to refund or replace them.
We are now left dealing with customers who purchased products based on the samples this company provided us.
Mistake after mistake, careless handling of our merchandise, terrible communication, yelling at a paying customer, and refusing to correct the situation is completely unacceptable.
I would absolutely stay away from this company, especially if you're a business looking for a reliable apparel supplier. I would never trust them with another order.
