One of the situations that we sometimes encounter is when a product is ordered to the wrong size, and we are asked to alter it to the right size. While we have always tried to accommodate these requests to the best of our ability, often at no charge or a very small labor charge, we have been forced to take a hard look at that policy recently, and we’ve come to the conclusion that it needs to change.
Let me first say that alterations are not our specialty. There are craftsmen in the textile industry that are experts in the field, and you don’t often need to look further than your local dry cleaning service to find one, but we are a manufacturer: turning raw materials into finished goods. Certainly the seamstresses we have on staff are very skilled, but they are not trained specifically in alterations. Knowing how to sew a product to the right specifications is quite different from changing those specifications after it is finished, and whenever someone takes up a seam ripper or a pair of scissors, there is a significant risk that a mistake will be made and the original product will be ruined.
This is a risk we take every day in making our product, and we would rather re-make a product than ship something that fails our quality control process.
We cannot take that same risk with someone else’s goods.
Some alterations seem simple enough – but even the most basic of changes (such as cutting a few inches from the top sheet’s length and re-hemming it) can potentially end with an unusable product. For this reason, we’ve always taken an inordinate amount of care and attention, with managers and supervisors interrupting normal production to personally explain, instruct, and oversee in the process, so that we can avoid a mistake.
This doesn’t help us keep our costs down, the less-than-expert level alteration doesn’t serve our customers as they deserve, and the risk of destroying something that we cannot replace is too great to balance the benefits. In short, it doesn’t make sense in most cases, for us to offer alteration services, and we’ve had to change our policy accordingly.
This does not apply to defective merchandise – that which was ordered correctly but produced incorrectly. In some cases, we will first try to alter the product, and if we are unable, replace it. That “repair or replace” obligation is our responsibility in accordance with our return policy. In the case of product that falls within our factory tolerance, or is not under warranty, we can no longer offer the option of having the product altered.
We are never happy to say no to our valuable customers, but we do hope you understand our reasons.