Unhappy C.
Can’t return for full refund
The customer service is responsive and articulate. However, to return a product is a long production and protracted which felt like negotiations. Eventually I had to do a dispute with my charge card company to demonstrate the fabric hamper was not what was expected or pictured. They used the words structured which felt like it was sturdy enough to stand on its own as it was pictured which it does not.
Response from CustomfamMay 11, 2026
Dear Lisa, Thank you for taking the time to share your feedback. We’re truly sorry to hear that the product did not meet your expectations and that the resolution process left you feeling frustrated. We’d also like to clarify that throughout our communication, our team genuinely tried to offer support in several ways, including providing additional product clarification, offering a free improved replacement version, and later offering a partial refund solution as a goodwill gesture. Our intention was never to make the process difficult, but rather to find a fair resolution while working within the limitations of made-to-order products. That said, we completely understand and respect that your expectations for the product’s structure were different from the item you received, and we appreciate you sharing those concerns with us. Feedback like yours helps us continue improving both our product presentation and customer experience moving forward. Thank you again for your time and honest feedback. Warm regards, The CustomFam Team