9nineclothReviews of 9ninecloth.com

Response from 9nineclothSep 7, 2025

Dear Kristy, We are so sorry to hear about your frustrating experience with 9ninecloth.com. This is definitely not the standard of service we aim to provide, and we sincerely apologize for the lack of communication and the delay in receiving your Grateful Dead bottle. We understand how upsetting it is to not receive an order you've paid for, especially when you've also paid for expedited shipping and have tried to reach out multiple times without success. Your feedback is extremely important to us, and we want to assure you that we are taking your concerns seriously. We are investigating this matter immediately to understand what went wrong with your order and our customer service response. Please contact us directly at [email protected] with your order number so we can look into this directly and resolve it as quickly as possible. We are committed to making this right for you. Thank you for bringing this to our attention. Sincerely, The 9ninecloth.com Team

Response from 9nineclothSep 2, 2025

Hello Deiter, Thank you for taking the time to write such a detailed review. We are genuinely sorry to hear about your disappointment and we appreciate the opportunity to address the important points you've raised. First, we want to be completely transparent about our products. The "Nike Air Force 1 Slipknot" shoes are not an official collaboration with Nike or Slipknot. They are custom art pieces. We purchase 100% authentic Nike Air Force 1s from authorized retailers, which our artists then use as a canvas to create custom designs inspired by bands and artists our customers love. We understand how the listing could be confusing, and we apologize if it came across as an official partnership. Our intention is to celebrate the bands, not to mislead. Regarding your concerns about AI-generated images, you are correct that we use this technology for some of our product mockups, like the Ozzy Osbourne Uno Cards you mentioned. We do this to showcase a wide range of design concepts before they are physically created. The final product a customer receives is a high-quality, physically produced item, not an AI-generated object. However, your feedback makes it clear that we need to be more transparent about this process. We see your point that it can erode trust, and we are taking that very seriously. We are a small business of passionate fans creating unique items for other fans. We are not a scam, and we absolutely do not want anyone to feel deceived. Making money off "stolen art" is not our goal, and we are actively reviewing how we can better support the artistic community. We value your perspective immensely. We would like to learn more about your concerns and invite you to contact us directly at [email protected] so we can discuss this further. Thank you again for your honesty; it will help us improve. Sincerely, The 9ninecloth Team

Response from 9nineclothSep 2, 2025

Dear Michelle, We are absolutely mortified to read your review and we want to offer our sincerest, most profound apology. There are no excuses for the experience you have had with our company. What you described is a complete and unacceptable breakdown of our customer service promise, and we have failed you at every step after your initial complaint. Let us be perfectly clear: The initial offer of a refund should have been honored immediately, without question. The follow-up emails questioning you and making you repeat our offer were confusing and unprofessional. We are investigating internally how this communication happened, as it is completely against our policies. The information you were given about our PayPal account and being told to file a dispute was entirely wrong and an unacceptable way to handle a refund. This burden should never have been placed on you. We understand why you feel lied to and angry. You are completely justified. Please email us directly at [email protected] with your order number in the subject line. I will personally ensure it is prioritized and handled today. This experience has exposed a critical failure in our support process, and we will be using your feedback to conduct a full review and re-train our team to ensure this never, ever happens to another customer. Thank you for holding us accountable. We are deeply sorry. Sincerely,