Hello to anyone reading this comment,
First, we would like to clarify the situation to provide full context. The client claimed that the goods had defects and, based only on a few photos, requested a full refund while refusing to return the products.
In response, we proposed several solutions:
Option 1: We offered to send one of our staff members to the client’s location to conduct an in-person inspection. If any defects were confirmed, we agreed to provide a full refund. However, this option was declined.
Option 2: We suggested that the client return one or two items from the allegedly defective products as samples for verification. Once any issue was confirmed, we would proceed with after-sales service, including repair or refund. This option was also declined without a clear reason.
Under these circumstances, the photos provided were not sufficient for us to confirm that defects actually existed, especially as no structural defects could be identified from the images. While we remain willing to provide assistance, including repair or refund, this would require us to physically inspect the goods. This is a reasonable and standard requirement in any business practice. However, this was interpreted by the client as an excuse to refuse a refund, which ultimately led to this review.
In this case, we worked with the client for nearly a year. Throughout the development process, we provided ongoing assistance. Like many early-stage designers, the client did not have a fully finalized plan at the beginning. We offered multiple rounds of fabric sourcing free of charge. During this time, the client frequently introduced new ideas and additional requirements that were not part of the original agreement, which naturally extended the timeline.
The client stated dissatisfaction with the product. However, on her own social media and brand TikTok account, she previously expressed clear satisfaction with the products we produced. This creates an inconsistency with the current claims.
In addition, after the first sample was completed, the client confirmed that all requirements had been well executed and indicated that we were ready to proceed to bulk production. This differs from the statement that only the final sample met expectations.
Regarding sizing, we produced strictly according to the specifications provided before production. Any dissatisfaction after delivery appears to result from later changes that were not communicated in advance. The revised sizing was not confirmed prior to production, so this cannot be considered an error on our side.
Regarding additional sample fees, we clearly communicated that revisions would be free of charge if we failed to meet agreed requirements. However, if the client introduced new design changes or additional requests, extra sample fees would apply, as this constitutes additional development work. In some cases, completed samples were replaced with entirely new styles, which also required additional charges.
We also agreed to a third-party inspection; however, the client requested that we bear the inspection costs. As responsibility had not been established, we were unable to accept that condition.
Finally, we would like to emphasize that we are not a perfect company. As with any real business, there are clients with different experiences and expectations. However, this also reflects that we are a genuine operating company, and we do not manipulate or fabricate reviews. We always strive to support our clients, while also maintaining our principles when it comes to fairness and facts.
Update：
We will never delete this comment. We have a clear conscience. We will not yield to unfair business practices because of a single “negative review.”
The customer hasn’t returned the item, so we can’t inspect it in person. The photos show no clear issues. We will definitely reject the request for a FULL refund.
All the best,
CanvasWhisper Team
