Urth Apparel

Hello,At Urth Apparel, customer satisfaction is our number one priority In this instance, it is painstaking to know that you are not happy with our service or our proposed resolutions I want you to know that I reviewed your project again and I hear your side, but we respectfully disagree with a lot of the opinions expressed Our team did put its best foot forward We successfully provided you with several rounds of samples and after the third, we even received approval of the fit from We then received confirmation that we were to then create prdouction prototypes with your artwork These samples and the screen prints were sand developed for free and we did so in hopes of helping you arrive at a successful production In addition, the additional styles developed for you were sent as a good-faith gesture on Urth Apparel's part for the delay in your first samples We hoped this would help you expand your collection and product offering in your photo campaigns for e-commerce We did not do this because of any negligence on our part and I don't think that's fair to say I simply shared this with you in my last letter as an example of how we did try to go above and beyond for you to create new solutions In my last letter, I presented potential resolutions that will help you get your brand live: One was to schedule a meeting with our master pattern maker to achieve the perfect samples The second was to send you patterns and tech designs, which are production ready, so that you can work with another company you said you wish to initiate business with Minor modifications could very well be done free of charge by your new manufacturer The third solution was to pair you with another partner, who would work with you free of charge to you, if you decide you do not want to work with us We are sorry that we cannot accept your resolution, but we did render all the services we were contracted for and we have presented several alternatives that we feel are fair to both parties We continue to wish you the best and we kindly ask that you contact us at [email protected] if you wish to discuss in more depth Thank you, [redacted] @ Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Urth did in fact provide additional styles that I did not ask for, they offered to send them to me as an apology for negligence on the part of their lead designer at the time, so I'm not sure how this is at all relevant - this shouldn't even be part of the discussion as I did not ask for them and they did not help me in any wayAs I understand delays are frequent for this type of work, Urth never gave me any kind of timeline and when I attempted to enforce one at the advice of Maker's Row, they did not follow itI would think it's standard practice to offer the client some kind of timeline expectation and stick to itUrth did deliver rounds of samples, however to be quite honest the first round was not at all similar to what I asked for and leads me to believe they sent styles they already had in stock (which to me would not count as a round of samples)They did send me a round of printed samples which was the 3rd in the rounds previously statedHowever they only created two of the four styles I sent them and one of the pair of pants was not even completely printed with my designAt the time I chose to start working with Urth they told me that the $I paid them included as many samples as I needed to get the product right as well as final printed samples of my designs, so I'm not sure how it's my fault they lost money on this projectI've spoken to another company since then and I was informed that the amount I paid Urth is quite a lot to pay for pre-production samplesI was also in discussion with someone at Maker's Row throughout this whole project and she was surprised at the subpar level of service Urth providedBased on my experience I can confidently say that Urth did not put their best foot forward in working with me, communication was inconsistent and infrequentUrth would often provide a date for when to expect to receive something or get an email update, and they would consistently not meet that dateAlso, they would often take up to weeks to respond to my emails - I'm not sure how this is putting their best foot forwardIf Urth lost money on this project it is on their endIf they were unable to copy the exact construction of another company's design that's fine, I was just looking for a sample that actually fit right - and I have the pictures to prove the garments were ill fitting and not suitable for saleI'm not sure why Urth stated that "outstanding bills" will be waived considering that at the time I chose to work with Urth they said the $I paid them included everything from start to finishThat being said, I do not wish to receive a full refund as Urth did put work into this project, I would just like half of my money back considering the level of service they provided, that I never actually received any suitable samples after almost a year of working with them, and so I'll be able to take my business to another company
Regards,
*** ***

Hi ***,I just received your letter today, March 30, 2017, as it was sent to our old factory address. I am also overseas, but our secretary sent this over and I want to answer right away.We take client satisfaction very seriously. In fact, it is our number one priority and I can
assure you that we go further than most any company would to serve our clients We are by no means perfect, but we have never fallen short of giving a garment or project our best effort. Our division in product development is aimed at bringing to life the creative vision of our design clients and even though this division yields a net loss for the company, it is a division that we take seriously because we understand it's importance in achieving a successful design and subsequent production. This is especially true for our entrepreneurial design clients who in some cases require additional advice and guidance to realize their vision of a successful launch. Again, we are a company that operates with ethics and values, placing customer satisfaction as a top priority With this priority in mind, we are very disappointed to learn about ***'s submission to the Revdex.com. To begin the conversation about her project, I think it is important to look at the facts and circumstances regarding her project so that we can speak objectively. If you can please review these with me, I would appreciate it. I'll begin by summarizing the objectives delivered, as memorialized by Robert Portal earlier this month, followed by then sharing with you the solutions we provided her:- The order placed was for the development of a physical sample of a Top and Bottom based on the verbal description, pictures, printed sketches and physical samples provided by a new brand, Glow Girl Yoga. Our company was also contracted to suggest fabrics for this design, based on the desired samples - During the period of April 1st, until February 13th, 2017, Urth Apparel presented several samples in several fabrics, in an effort to reach a censensu for production - Additionally, Urth Apparel provided development of styles, free of charge, for our client Delays in sampling are frequent, as many variables, companies, and moving parts have to coincide to create one sample In good faith, we provided this alternate collection as a gesture to help the client expand their collection and potential product offering online, simply in hopes of helping them grow their businesses To summarize the deliveriables we provided:We delivered rounds of samples for each three styles Printed Samples with Clients Artwork (Screen Plate Set-Up, free of charge, as it was not on the original proposal, Salesman Samples not billed, shipping not billed).Additional garments developed and presented free of charge as a gesture of good-faith and reconciliation to the time delay that took place in the middle of the lengthy project. While *** did not like these garments for her line, these garments were later sold by another client. This simply is meant to show that we were trying to give her the best opportunity to engage in commerce and grow her line, as a supportive business partner. To achieve these samples, our company completed:Technical Design (Hours)Pattern Making with three Rounds of Revisions (Hours)Samples Sewn: Samples + Bonus and Complimentary SamplesMarkers Plotted: markers, not including complimentary garments.Cut Rounds Performed: 27, not including complimentary garments. Sample Yardage Utilized: Over Yards at an average price of USD per yard (Please note, in our industry sample pricing is to times the price of production).Screen Print Artwork Illustration and S(Not Included in Original PO): HoursScreen Print Plate Sand Execution (Not Included in Original PO): PrintsDyes Purchase (9/14/16): ApproxUSDLab Testing (6/7/16) (To Try and Match her fabric): This service is offered at USD. We provided this for free Shipping of Samples and Raw Materials (Shipping is not not included in the original quote and this is what she was billed for as an incidental expense, as we do with all our clients on a regular basis).In regards to shipping alone, we can cite off the top of our heads this minimum scope within shipping alone:- Fabric Swatches (from Countries: Italy, China, Colombia, Peru, USA) (No Taxes or Tariffs)- Shipping of Raw Materials to Factory (Country: USA, Separate Shipment Occasions) (Applied Taxes and Tariffs by US Customs)- Shipping of Samples to Client (Separate Shipment Occasions)None of these were billed to the client and totaled to over USD.We hope that this brief summary, which is incomplete and does not capture the full scope of the services rendered, helps you see that we did in fact put our best foot forward.None of this background invalidates ***'s dissatisfactionIn fact, we can relate because we are frustrated as well. Our team did a lot of work and as you can see, there is no profit unless we go to production together for years and multiple runs We also realize *** wanted to match an exact garment she provided us and we put our best foot forward to do so, always abiding by the confines of copyright law and protection (we are not allowed, nor can we copy a garment or anyone other company or person's intellectual property or copyright)Copying a garment 100% the same would be against company policy and, while I am not an attorney, I imagine that is also against American law. Additionally, even if we wanted to make a garment 100% exact to sample, we could not. We do not have the exact fabric used in that garment or it's original pattern and no matter how similar our sources might be, no two fabrics are identical and to some reasonable degree, they have differences We did put our best foot forward to offer the client a commercial product of top quality that she could sell. We went above and beyond to provide additional styles, for free and with no obligation to do so, in hopes of delivering even more value Again, we recognize she is unhappy and that bothers us too. We wanted nothing more than to work with her and help her grow her brand. Moreover, we feel strongly that we provided products that she could have chosen to sell and marketWe have other clients with equivalent goods that are growing very quicklyThis makes it frustrating for us as well to go through.For the reasons stated above, amongst others, we cannot offer a refund for the services renderedProduct Development is a service and we cannot judge it on the final product alone. We share the risk with our clients in development, offering our services as an aid to their creative vision. We too lose significantly when a client is dissatisfied, making it of even greater importance to reach production together and help our clients realize their visions and succeed. For these reasons, we actually feel that ***'s stance is not fair towards the efforts put forth by our team. Regardless, it goes without being said that our company certainly feels no ill will towards her, regardless of the outcome of our lengthy business relationship in which we produced several rounds of samples for her. In fact, we hope she succeeds and does well with her line, and whatever she needs, we are here to serve and support her The solutions we can offer today are:Urth is willing to waive the shipping charges and any outstanding bills, as a good-faith gesture with no obligation to do so, to the benefit of the client.Urth offers to make a fourth sample, free of additional charge, in hopes that the client can launch their brand and begin sales. Urth offers to connect *** with another supplier in our network, not affiliated with Urth, who can provide additional help. We can part ways amicably and she can choose to begin with another manufacturer Regardless of her choice, we offer a friendly closure to this relationship While the opinions from the client do not reflect the sincere effort we put in to help her grow, we remain happy to support *** in her mission, if she is willing. We also recognize the frustrations from both sides. If *** would like to go a different direction, we wish her the best as we know we put in a lot of effort to serve her brand and we have seen the proven results of our work for other brands that are growing fast. Please contact us at *** if you have any additional questions or concernsAgain, we are here to resolve the differences and work together to help *** release a successful line. All of our advice since day one has been to this goal and we do not change in that hope for her.Cheers,*** ***

Hello,At Urth Apparel, customer satisfaction is our number one priority.   In this instance, it is painstaking to know that you are not happy with our service or our proposed resolutions.  I want you to know that I reviewed your project again and I hear your side, but we respectfully disagree with a lot of the opinions expressed.  Our team did put its best foot forward.  We successfully provided you with several rounds of samples and after the third, we even received approval of the fit from.  We then received confirmation that we were to then create prdouction prototypes with your artwork.  These samples and the screen prints were set-up and developed for free and we did so in hopes of helping you arrive at a successful production.  In addition, the additional styles developed for you were sent as a good-faith gesture on Urth Apparel's part for the delay in your first samples.  We hoped this would help you expand your collection and product offering in your photo campaigns for e-commerce.  We did not do this  because of any negligence on our part and I don't think that's fair to say.   I simply shared this with you in my last letter as an example of how we did try to go above and beyond for you to create new solutions.   In my last letter, I presented 3 potential resolutions that will help you get your brand live:  One was to schedule a meeting with our master pattern maker to achieve the perfect samples.  The second was to send you patterns and tech designs, which are production ready, so that you can work with another company you said you wish to initiate business with.   Minor modifications could very well be done free of charge by your new manufacturer.  The third solution was to pair you with another partner, who would work with you free of charge to you, if you decide you do not want to work with us.  We are sorry that we cannot accept your resolution, but we did render all the services we were contracted for and we have presented several alternatives that we feel are fair to both parties.  We continue to wish you the best and we kindly ask that you contact us at [email protected] if you wish to discuss in more depth.  Thank you, [redacted] @ Customer Service.