Lisa B.

Dear Lisa,

We are sorry about your unfortunate experience though our team communicated with you throughout the process. Usually, all the instructions are followed as given. If there is anything we cannot follow, we always reach out for clarification. After you shared pictures with us, we found that the main issue was the additional lining in the outfit which you initially requested and we gave you an estimated quote for, but, you decided to go without one. Also, based on your last email it looks like there was a mismatch in understanding a particular measurement from both ends. We realized that it could have been easily avoided with more clear communication and are taking corrective steps going forward. We have always tried to help our customers in any scenario and at times have gone beyond our policies and have given 100% refund back, if there is a mistake from our end. Though your outfit was stitched as instructed with the original design and fabric provided by manufacture, we understand that extra lining would have made it look much nicer, as you shared pictures with us. We would have offered that service but that could have cost you few bucks to send the outfit back to us. Instead, we wanted to land our help locally here and so offered you $15 to have it fixed here. The same thing would have cost you $10, when we initially proposed you. In order to address the issue and give you more clarity on the matter, if we made you feel that you are at the fault, then we extremely apologies. That’s not our intention.

With every experience we learn and grow. Thank you for providing honest feedback. Knowing where we are missing the mark helps us tackle our weaknesses as we strive to be better every single day. As you can see on other reviews, we are knowing for taking ownership and caring deeply for our customers. Please know that we are listening. We hope you give us a second chance. Rest assured we won't disappoint.

Thanks again for your feedback.

Sincerely,
Team Ethnic Rack