problems with custom kits.

[dolcerider]

Recently a group of us gals got together and designed a kit to wear for special events. We ordered it from a company that will remain nameless and ended up receiving a product that had multiple flaws. To make a long story short, I have been made to jump through hoops to get them to take the product back. First pictures had to be sent and now I have been asked to send a representative item back for Quality Control to review.

I am not talking about a couple kits - we ordered 11 in total. Granted Teams probably do order more, but this was quite a bit of money out of our pocket and this ended up being a 3 month process. What ever happened to the customer is always right?

Has anybody out there and similar problems with the companies that produce these bike jerseys and how was it resolved?

[MtnBikerChk]

this is a bummer for sure.

I know Louis Garneau will reprint your order for free if they screw it up (and then the'll sell the screwed up ones for $10 in their outlet store in Newport, VT).

[amy]

You should start by saying what company it is, so we can all send messages and blast them. Of course, maybe I'm just a trouble maker?? :)

[Possegal]

I had the opposite actually. And I too only ordered a small number, it wasn't like it was for a real team, just my family and friends riding in my sister's honor in the livestrong challenge.

Our team name goes across the zipper and last year, one jersey came to me where one letter was nearly sewn into the zipper, so instead of "kelly's posse" it looked like it said "kely's pose". :) I emailed the guy I was dealing with and he told me that he would send me a prepaid label to send it back to him and he apologized profusely saying it never should have cleared quality control that way. Luckily it was not needed for the event, as we got them two days before due to me being so late in my ordering. I got a new one in the mail within a week.

Sorry you had so much trouble. They should have gone out of their way to make sure you had a quality product no matter how many you had ordered. Hope it all gets worked out for you eventually!

[dolcerider]

Thank you for your feedback and althought I would love to list the company by name I am still hoping they will do the right thing. As of yet though, I have not heard back. Someone else I have spoken to stated I could cancel my credit card payment to them as a last resort.

I had originally wanted to go with another company, but the friend who started this process felt comfortable with their website. This feeling changed quickly when she found out she could not get her security deposit back after being prompted by the agent to order the fit kit, which in fact was done much too soon. (We had not yet formalized a lot of the design.) I stepped in to get her out of a jam and deal with this company because she was not in a position to lose money. I thought I had things under control and then found I could not navigate their web site to finalize the design. The agent apologized and hand processed the order. I again thought everything was clear until we received the final product. Bad placement of a design on the jesey itself and when we put on the bibs the side panels took on an orange hue which of course then did not match the red jersey.

We ladies got together to do something fun and it has turned into a nightmare, but I have to remain positive! :(

[Possegal]

I never dealt with a website, I dealt on the phone but mostly email with a rep of the company. Once I had everything to them, I got a pdf file that showed the design on the pieces of clothing as they would be cut. I had to confirm that. Then they mailed me a piece of fabric, the same as the shirt, with a very small version of all the pieces of the design before they were cut out, where I could see the design on the shirts, though small scale, and I could confirm that the colors were right. So I had to confirm things as they moved along. The only issue for mine was due to the way one piece was sewn, something I couldn't confirm or see until the final product. I can't imagine now doing this any other way but with all those steps to confirm things.

Fingers crossed for you that the company steps up and makes it all right. Sorry you are going through this all and sounds like you stepped in to help out and now you are the one dealing with the headaches. So here's hoping it all gets worked out and you love and enjoy your kits as much as my team does! Good luck!

[dolcerider]

Just an update:

We Won! Took a tag team approach with some dogged persistance to get the company to bend but they did agree to redo all of the kits at no charge.

The company however never acknowledged that they were at fault but rather sited the need to have customer satisfaction. (Hmmm.. original artwork resubmitted which showed proper placement of the logos and distinct color difference between the jersey and bib...) Nevertheless they are doing the right thing.

This has been a horrible process and I just want to caution anyone who is thinking of doing the same thing. Research the company, ask friends, blog, and don't allow yourself to be talked into a contract by a fast talking service rep. Read the contract, ask lots of questions and by all means ask for swatches of the material.

[Flur]

Possegal - since you had a positive experience, what company did you use?

[smurfalicious]

Hmmm, my dead sexy kit from CyclePath came from Voler and they haven't had any problems that I've heard of. I really dig the fabric and the graphics are sweet! I dug up their website to make sure I ordered the right size and I got good feelings from them. Sure hope it wasn't them, but then again, it doesn't make my CyclePath - Custom Bike Love kit any less sexy!!!

[Possegal]

It is part of Mt. Borah. Here is the site http://www.customsublimation.com/

They made them for our ride last year and then this year I had to order more. So I've dealt with them for over a year now and really have nothing but good things to say about them!