Complaints from a customer

This is the most harsh criticism we have received so far from our customers. We list it here to prove that we not only list positive feedback from our customers, we are also not afraid to list negative feedback from our customers, no matter how "bad" our products are regarded. This is to warn me, my colleagues and other companies involved in our business that if we are not double careful in the future, we will not be successful in the fierce competition.
This is a order about our brocade fabrics. To prove the quality of our fabrics in this order is poor, the customer sent back some samples which are cut from fabrics they received from us. We call them "problem fabrics samples".There are several problems, we address them one by one:

1)Splotches or black marks on the surface. Here is a image to show this problem. The black marks is on top of the label. There are several such marks on the "problem fabric samples". And the customer told us "almost 90% are very blotchy". It seems this might be damaged during the dyeing process due to the carelessness of the dyeing workers. This is absolutely not acceptable within our business. Products with such problems should never be sent to customers.

2)Damaged fiber. Here is a image to show this problem. If you are familiar with Chinese brocade fabrics, you will understand this is the major disadvantage for such fabrics. The fibre can be relatively easily picked out because this is a woven fabrics. The designs are woven into the fabrics, compared with those printed designs. The fibres can be picked out by person's nails, scissors, sewing machines, needles, etc.As this is unavoidable to such fabrics,especial near the fabric borders, it is allowed within our business that brocade fabrics with 1 or 2 such problems can be delivered to customers as long as they are not easily seen by person's naked eyes. However this customer told us that there are many such problems in those 150 meters they received. So this is not acceptable within our business. Such fabrics should not be sent to customers. We accept responsibility.

3)Colorfastness. There is some debate between us and the customer on this issue. We understand maybe their sample didn't serve as the standard in terms of colorfastness, maybe they require a much higher colorfastness standard.

4) Other problems. In the last email from the customer, they mentioned a new problem, many holes on our fabrics. We don't find any such holes in the "problem fabric samples". So we don't know how to explain it. Unless some abnormal accident happened, such thing should not happen to our products. If indeed such accidents happened which caused damages to our products,  such products with such problems should not be sent to customers.

Below is the last email received from them. It contains all the complaints or criticism the customer mentioned in their several emails. To make things clear, we list all the whole emails. (To protect the customer's privacy, the customer's personal contact information have been deleted.)

Here, once again, we sincerely apologize for our bad products and the inconvenience caused to our customers. We will work harder to serve our customers better in the future.

Hi Zuo,

I bought this fabric at a retail shop for our sample and did not test the colour fastness. The only reason I checked the colour fastness on your fabric was because I was trying to wash out the black marks some of which looked like footprints out of the fabric. The fabric with the blotches had the worst colour fastness. Anyhow I could have used the fabric if that was the only problem but the holes and blotchiness which are visible to the customers naked eye were the major concerns. I am unable to sell expensive dresses with holes and black marks and blotchy fabric to my customers in Australia…it is totally unacceptable. This experience has cost me a lot of money and I am still unable to fill my orders. The garments are half made up and we can not find the butterfly print fabric in Australia so I have had to pay for 3 other fabrics in the dress, cutting and making with no returns from sales. I and my co-workers have also spent a l;ot of time dealing with this matter so I am not very happy either.

Thanks,

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From: Zuo Yu [mailto:zuoyu@yahoo.com]

Sent: Thursday, 29 March 2007 12:37 PM

To:

Subject: Re: brocade enquiry

Hello! Dear:

We'd like you to explain the following fact:

We have done some tests: We put both your original sample (the sample you sent to us for us to determine the color before we started production.) and our "problem" fabric sample. To our astonishment, it is your sample which "when washed in cold water the dye is running out very badly". The colorfastness of our fabrics produced for you is much better than your sample. For our fabrics, there are only a very few dye running out into water, almost can't be detected by personal eye. But when your sample is put into cold water, the color of the water changes to red very apparently. The color of the water for our fabrics almost have not changed, at least very difficult to be detected by eye. Only when this water is put into a white basin, then one can see the water has some color in it.

In a simple words, the colorfastness of our fabrics is much better than your original sample.

Please explain this fact to us, my colleagues feel a little angry at your exaggerations.

Best Regards

Zuo Yu

General Manager

Changsha Xiangchu Silk Co.

Email: zuoyu@yahoo.com

Tel: 86 731 5683388

Fax: 86 731 5683398

http://www.china-silk.biz

----- Original Message -----

From: 

To: 'Zuo Yu'

Sent: Wednesday, March 28, 2007 7:04 PM

Subject: RE: brocade enquiry

Hi Zuo,

Yes I just received confirmation from paypal and I thank you very, very much for your refund. I appreciate your help in this matter and I am sorry it did not work for us this time.

I did go through the pieces we cut individually and about 90% of them were very blotchy and or had holes which we could not use. If we were in a position where we could have cut around the holes we would have but the fabric was cut in layers so was impossible.

Anyhow thankyou once again and hopefully we can do business again in the future.

Thanks,

Designer / Director 

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From: Zuo Yu [mailto:zuoyu@yahoo.com]

Sent: Wednesday, 28 March 2007 7:47 PM

To:

Subject: Re: brocade enquiry

Hello! Dear :

We have fully refunded you, USD858.00, including the Paypal fee. Please let us know if you have received this payment in full.

Best Regards

Zuo Yu

General Manager

Changsha Xiangchu Silk Co.

Email: zuoyu@yahoo.com

Tel: 86 731 5683388

Fax: 86 731 5683398

http://www.china-silk.biz

----- Original Message -----

From:

To: 'Zuo Yu'

Sent: Tuesday, March 27, 2007 9:18 AM

Subject: RE: brocade enquiry

Hi Zuo,

I assume you have the faulty,blothchy swatches we sent you. Can you please let us know if we can get reimbursement.

Thanks,

Designer / Director 

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From: Zuo Yu [mailto:zuoyu@yahoo.com]

Sent: Saturday, 10 March 2007 12:25 PM

To:

Subject: Re: brocade enquiry

Hello! Dear :

Sorry, we don't distribute in Sydney.

Best Regards

Zuo Yu

General Manager

Changsha Xiangchu Silk Co.

Email: zuoyu@yahoo.com

Tel: 86 731 5683388

Fax: 86 731 5683398

http://www.china-silk.biz

----- Original Message -----

From: 

To: 'Zuo Yu'

Sent: Saturday, March 10, 2007 6:28 AM

Subject: RE: brocade enquiry

Hi ,

Thanks that? fine I will send some large pieces on Monday. In the meantime I still have no butterfly print I can use. Do you distribute anywhere in Sydney where I could get some quickly?

Thanks,

Designer / Director

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From: Zuo Yu [mailto:zuoyu@yahoo.com]

Sent: Saturday, 10 March 2007 12:40 AM

To:

Subject: Re: brocade enquiry

Hello! Dear :

Thank you. Please make the samples relatively larger, we need to bring them to the dyeing company. (We provide raw brocade fabric material and they dye them according to our colors.) If it is really damaged during the dyeing process, we can get compensation from them. However no matter whether they agree to compensate us or not, as long as it is damaged before our sending it to you, we will compensate you first. We will not transfer this responsibility to anyone else.

Best Regards

Zuo Yu

General Manager

Changsha Xiangchu Silk Co.

Email: zuoyu@yahoo.com

Tel: 86 731 5683388

Fax: 86 731 5683398

http://www.china-silk.biz

----- Original Message -----

From: 

To: 'Zuo Yu'

Sent: Friday, March 09, 2007 6:37 PM

Subject: RE: brocade enquiry

Hi ,

Yes I will send back some samples. I would love to use the the fabric which is why I persisted .it was very easy to deal with your company which was nice. However I know the garments will be returned if I sell them to my buyers. I will send the samples on Monday. If you are able to honour your word then I will have trust in you and we will order again when we need the fabric.

Thanks,

Designer / Director 

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From: Zuo Yu [mailto:zuoyu@yahoo.com]

Sent: Friday, 9 March 2007 9:14 PM

To:

Subject: Re: brocade enquiry

Hello! Dear :

Very sorry to hear this news from you. It is very hard to believe that you are talking about our products. However we trust you as a big and reputable company in Australia, (from your website).

Could you please send us several samples which include "splotches, black marks and runs". (There is 1 black spot of size 1 inch x 2 inches with a number on it at the edge of each batch. This is to differentiate different colors. please don't include this as a sample.) Please also send samples which include "fabric fibers are damaged". You don't need to send all these 150 meters back to us as you have already cut them, they will be useless to anyone, and the shipping charge is very expensive.

Regarding refund, we will be very glad to do this to let you not too disappointed with us. However since you told us everything are OK several days after you received this shipment, we have already withdrawal your payments from our Paypal account into China. We will manage to refund you through other ways.

We hope that this is not a too big burden on you, because this is really unexpected and totally unacceptable within our business. We never allow such "bad" products to be shipped to our customers. There are about 20 meters which are left from the fabrics custom-dyed dyed for you, (we dyed about 170 meters, that is about 3 complete batches.) From these 20 meters, we have found no problems as mentioned in your email.

You are a big and reputable company which are wholesale in lady's fashion, this is the exact company we like to cooperate for a long period. However it is apparent we can't enjoy your order again. Again very sorry to let you down.

Best Regards

Zuo Yu

General Manager

Changsha Xiangchu Silk Co.

Email: zuoyu@yahoo.com

Tel: 86 731 5683388

Fax: 86 731 5683398

http://www.china-silk.biz

----- Original Message -----

From: 

To: 'Zuo Yu'

Sent: Friday, March 09, 2007 11:31 AM

Subject: RE: brocade enquiry

Hi Zuo,

Sorry in the delay in getting back to you …I have been away.

We decided to go ahead with the cutting of the fabric as we are on a strict deadline. Unfortunately we received the cut work back from the makers yesterday as the quality is too poor to continue with sewing and I have asked them to stop any production. One batch has lots of splotches and when washed in cold water the dye is running out very badly. Otherwise there are black marks and runs in the fabric. It looks like it has been treated very badly in the dyeing process and many of the fabric fibres are damaged.. I would like to send the fabric back to you and get a refund as we are unable to use this fabric and it has cost us a lot of time and money in cutting etc.

Regards ,

Designer / Director 

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From: Zuo Yu [mailto:zuoyu@yahoo.com]

Sent: Wednesday, 21 February 2007 4:18 PM

To:

Subject: Re: brocade enquiry

Hello! Dear :

I am very sorry to hear this news. We certainly will work closely with you to solve out this problem. Could you please check the package fully and lest us know the result.

What is the detail of the problem? If you can show me a image, that will be very kind of you.

How many meters can be used and how many meters can't be used?

Looking forward to hear from you soon.

Best Regards

Zuo Yu

General Manager

Changsha Xiangchu Silk Co.

Email: zuoyu@yahoo.com

Tel: 86 731 5683388

Fax: 86 731 5683398

http://www.china-silk.biz

----- Original Message -----

From: 

To: 'Zuo Yu'

Sent: Wednesday, February 21, 2007 9:37 AM

Subject: RE: brocade enquiry

Hi Zuo,

I just got a call from my cutter and he says there is a major problem with the fabric. It has what looks like water damage through it and extra lines from the printing. The top of the box which I checked was ok but the second piece is very bad. I expected the quality to be good as you told me it would be. I will be going to see it tomorrow but in the meantime can you tell me what can be done if we are unable to use it.

Thanks,

Designer / Director 

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From: Zuo Yu [mailto:zuoyu@yahoo.com]

Sent: Monday, 19 February 2007 12:17 PM

To:

Subject: Re: brocade enquiry

Hello! Dear :

Thank you for your email.

Sorry, we don't have such contacts.

Best Regards

Zuo Yu

General Manager

Changsha Xiangchu Silk Co.

Email: zuoyu@yahoo.com

Tel: 86 731 5683388

Fax: 86 731 5683398

http://www.china-silk.biz

----- Original Message -----

From: 

To: 'Zuo Yu'

Sent: Monday, February 19, 2007 7:56 AM

Subject: RE: brocade enquiry

Hi Zuo,

I received the brocade last week. Thank you so much …it is perfect!!!

By the way we are looking at making shoes with our own designs…do you have any contacts for shoe companies in China?

Thanks again,

Designer / Director 

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From: Zuo Yu [mailto:zuoyu@yahoo.com]

Sent: Tuesday, 6 February 2007 12:29 PM

To:

Subject: Re: brocade enquiry

Hello! Dear :

We sent out your order yesterday. It was sent through DHL.   You will receive it within this week. Please let us know after you receive it.

Best Regards

Zuo Yu

General Manager

Changsha Xiangchu Silk Co.

Email: zuoyu@yahoo.com

Tel: 86 731 5683388

Fax: 86 731 5683398

http://www.china-silk.biz

----- Original Message -----

From: 

To: 'Zuo Yu'

Sent: Monday, January 29, 2007 6:45 PM

Subject: RE: brocade enquiry

Hi,

Thanks for that! Just before I pay can you let me know which courier service you use? Will the fabric be of the same quality as the swatch . Also will the dye be colourfast as I am mixing with different prints?

Thanks,

Designer / Director 

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From: Zuo Yu [mailto:zuoyu@yahoo.com]

Sent: Monday, 29 January 2007 9:15 PM

To:

Subject: Re: brocade enquiry

Hello!

The invoice is in the attachment. The detail is below:

Products cost:

USD4.00 x 150 meters = USD600.00

Shipping charges: (courier service)

USD7.50 x 30 kilograms = USD225.00

Transaction fee: (Charged by Paypal)

(USD600.00 + USD225.00 ) x 4% = USD33.00

Totally: USD858.00

This order will be sent through courier service. It will take a week to reach you. However as it is near Chinese new year holiday, the dyeing company is very busy these days. Your order will be sent out within 10 days.

Our email address connected with Paypal is zuoyu@yahoo.com

Please give us your detailed address.

Best Regards

Zuo Yu

General Manager

Changsha Xiangchu Silk Co.

Email: zuoyu@yahoo.com

Tel: 86 731 5683388

Fax: 86 731 5683398

http://www.china-silk.biz

----- Original Message -----

From: 

To: 'Zuo Yu'

Sent: Monday, January 29, 2007 12:21 PM

Subject: RE: brocade enquiry

Hi,

I will pay via paypal but I will need an invoice sent via e-mail and a correct e-mail address connected to your paypal account.

Thanks,

Designer / Director 

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From: Zuo Yu [mailto:zuoyu@yahoo.com]

Sent: Monday, 29 January 2007 12:42 AM

To:

Subject: Re: brocade enquiry

Hello!

Sorry, we don't accept credit card. We accept wire transfer, check and Paypal. As this is a wholesale order, if you pay through Paypal, there is additional 4% of the total cost as transacting fee.

Best Regards

Zuo Yu

General Manager

Changsha Xiangchu Silk Co.

Email: zuoyu@yahoo.com

Tel: 86 731 5683388

Fax: 86 731 5683398

http://www.china-silk.biz

----- Original Message -----

From: 

To: 'Zuo Yu'

Sent: Sunday, January 28, 2007 12:59 PM

Subject: RE: brocade enquiry

Hi ,

I require 150m . Can I pay by visa card?

Designer / Director

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From: Zuo Yu [mailto:zuoyu@yahoo.com]

Sent: Friday, 26 January 2007 2:18 PM

To:

Subject: Re: brocade enquiry

Hello!

We just received your fabric sample. Thank you.

We don't have this color. It is not our color raspberry medium dark. We need to custom dye it. Please let us know how many meters you want this?

We need to see your payment before start dyeing these brocade fabrics.

Best Regards

Zuo Yu

General Manager

Changsha Xiangchu Silk Co.

Email: zuoyu@yahoo.com

Tel: 86 731 5683388

Fax: 86 731 5683398

http://www.china-silk.biz

----- Original Message -----

From: 

To: 'Zuo Yu'

Sent: Tuesday, January 23, 2007 5:02 AM

Subject: RE: brocade enquiry

Hi Zuo,

I sent the sample for the butterfly brocade last week so it should arrive soon. Please let me know when you have received it and I will confirm the exact quantity required.

Thanks,

Designer / Director 

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From: Zuo Yu [mailto:zuoyu@yahoo.com]

Sent: Monday, 15 January 2007 12:15 PM

To:

Subject: Re: brocade enquiry

Hello! Dear :

Thank you for your inquiry.

We don't have butterfly brocade in this color. We can make it within a week.

Best Regards

Zuo Yu

General Manager

Changsha Xiangchu Silk Co.

Email: zuoyu@yahoo.com

Tel: 86 731 5683388

Fax: 86 731 5683398

http://www.china-silk.biz

----- Original Message -----

From: 

To: zuoyu@yahoo.com

Sent: Monday, January 15, 2007 7:40 AM

Subject: brocade enquiry

Hi,

I own a ladies wholesaling company in Sydney,Australia. I would like to know if you have the above(attached) butterfly print brocade(no.b252 on your website) in your colour raspberry medium dark. I will need approximately 150yds. If you don? have in stock how long would it take to make.

Thanks,

Designer / Director 

Silk scarves Embroidery and threads
Silk pajamas Brocade and silk fabrics

Our address:
Changsha Xiangchu Textile Co.,LTD
Fu Lu Shan Zhuang,Suite 3-104
No.576 Shao Shan South Road
Changsha Hunan 410004
China

We can answer your telephone calls in English and Chinese, from 7:30 a.m. to 10:30 p.m., 7 days a week.
Tel: 86 189 0731 0020
Fax: 86 731 85683388

Email:  zuoyu@yahoo.com
Email:  admin@china-silk.biz
Contact:Mr.Zuo Yu

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