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Not Recommended

Poor hats, Poor CS

Posted by lechroy on 08/30/2008

A very discouraging product was delivered to my home in a timely manner. I bought some $300 worth of hats for a non-profit and the hat quality is horrible. Hats are cheap plastic with poor bills that do not retain shape. Hats are also uncomfortable on head within 30 minutes of wearing them. I can only assume other products are backed with such empty promises. At about $7 a hat it was a rather expensive mistake. I contact Customer Service and stated that I was dismayed with the quality. I talked honestly and openly, but without inappropriate tone or diction. Customer Service simply said "too bad", but we'll give you a $25 voucher. Poor quality product and service. This rates as one of the poorest online experiences I've ever had. DO NOT BUY! DO NOT TRUST!

Business Response

The Golden Rule is one our core values at CustomInk. In this case, we clearly didn't live up to this standard. But we're fixing the problem. We've spoken to Lechroy and apologized to him. Apologized not only for the poor finished products, but also for our inadequate response to his dissatisfaction. To prevent this from happening to anyone else, we're making some changes. First, the Golden Rule. We've retrained the involved representatives to make sure we're more responsive, both in timeliness and quality, to all customer concerns. Second, we've clarified this particular item's product description by including more detailed product photos and by revising the its description to indicate that it's intended for budget/promotional uses like trade show giveaways. Happily, Lechroy says he will continue to do business with CustomInk. He is already planning his next custom t-shirt order. I'm sorry for his negative initial experience with us but am pleased to know he's giving us a second chance to earn his business. I'm confident this time that we'll knock his socks off! - Sean

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