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westwardbound.com からの回答

2025年10月20日 に更新

Update. On Friday the 17th of October. We received notice from the bank that, upon further review, the case was upheld in our favour. The total claim has been replaced back into our account.

We maintain our original position on this matter.

WB 20 Oct 25

Original reply

Conflict with a customer is always best to be avoided. On this occasion, we stick 100% with our findings. With regards to 'Blake's bank reviewing the evidence. It places the word reviewed into disrespect.

He actually managed to claim more than he had spent on the individual item, despite us pointing this out in the paperwork with the bank.

He hit lucky on this claim and now wishes to carp. We stick with our report on the garment as being 100% accurate:

'We have received the catsuit for inspection. The objective being to clarify the issues and causes.

Due to the uniqueness of the belt issue, our Head of Manufacturing personally took over on this one. They were accompanied by one of our senior makers, 25 years of experience in latex garment construction. I was equally in attendance.

The findings are as follows:

1. The belt has been pulled with excessive force causing the buckle to twist and the pin to be wrenched out of its fitment. No matter the cause, we will honour the complimentary repair offered in my email to you dated 17th, June.

2. The body of the catsuit has been damaged as a result of a puncture in the garment. This is in line with my original optic notion as to the cause:

'There has been an inadvertent puncture of the latex, the initial damage has been caused where I have highlighted in your photo.

You will note a puncture, a resultant tear has occurred, in two directions, across the fabric, being halted by the seam at both ends. This initial damage was possibly caused during the first wearing, with the result only coming to light, with a tear, the next time the garment was put on. It is an unfortunate occurrence which we are happy/seek to rectify for you'.

In conclusion, both issues relate to unfortunate mishaps whilst the garment was in your possession. We will naturally honour the offer of return postage cover for you'.

westwardbound.com からの回答

2025年11月14日 に更新

This is an odd review. It relates to a service that we do not offer.

We have checked and can see correspondence between us and the customer, dated 8 June to 13 June 2025. All answered in a timely manner.

In short, It relates to a required alteration to a garment that the customer wished to carry out themselves. We have provided advice as it is shown on our website on latex repairs. We offered to cut and send a latex panel to fit, free of charge.

We had been under the impression, incorrect as it transpires, that they had some experience with making rubber clothing.

This is possibly the impasse and a part of the root of a two star review.

In truth, we are being poorly rated due to a failure to provide information on something we do not do, and for providing information on details related to what we do. Advise on how to execute a simple repair, not to take out and replace a latex panel and replace it with a different one (the request).

We do not have an instruction manual for such things and would not recommend such an alteration be made by anyone inexperienced with making latex clothing. I can only assume this is what the customer was waiting for, without stating.

During the initial communication, we offered to carry out the alteration for the customer. I guess distance, time and a desire for a quick fix created a slight haze.

In conclusion, the two star review is part customer haze and our own misconception of their experience. I guess such things can happen. We will look internally to eradicate a possible repeat of this confusion.

On a positive note, the customer contacted us today following through on our offer to carry out the alteration we initially offered. The cold light of day appears to have cut through the haze. With mutual clarity, we are happy to help.

C'est la vie.

WB