wesley S.
Caution: Failed to follow approved proof, delivered wrong
We ordered custom corporate polo shirts with expedited shipping from The Apparel Factory for our business, SORCE Signature Outdoors. We formally approved a binding pre-production digital proof specifying Orange Gold and Forest Green embroidery. When the shipment arrived, the entire order was misprinted in Rose Gold and Lime Green thread. This major setup mistake completely altered our corporate branding and rendered the shirts completely unusable for our team. Because embroidery permanently punctures garment fabric, the incorrect stitching cannot be unpicked or fixed. When we brought this factory error to Sales Executive Justin Lobo, he acknowledged in writing that the color did not meet expectations. However, the company repeatedly refused standard vendor remedies (a full replacement or a full refund). Instead, they attempted to force us to accept a partial refund, claiming ruined, incorrectly branded uniforms were "still fully usable." Paying premium expedited shipping for unusable inventory caused by a factory error is unacceptable. We were forced to file a formal dispute with our bank under "Goods Received Not as Described," which ruled in our favor and issued a 100% full refund. Be extremely cautious doing business here—if their factory messes up your approved proof, they will try to shift the financial loss onto you instead of taking responsibility for their mistake.