I ordered all of the supplies MONTHS in advance to make sure there would be no delays when I was ready to do a production run. Everything is here, except the size labels. :(
Dutch Label Shop looks good on their website and Etsy store. Their site says, "Production takes 7 days". If production only takes 7 days, then why are my labels taking MONTHS? I ordered the labels more than 4 months ago in JUNE.
I've contacted them a number of times about my order and I've gotten different explanations for the delays.
At first they said my shipment was lost in transit and they promised to reship ASAP in July.
That reshipment never arrived, so I contacted them again. This time they said my order was never shipped due to a "glitch". Again, they promised to reship ASAP.
Then a week later, they contacted me asking me for payment. I reminded them I had already paid for the order months ago. They apologized and promised to reship my order ASAP.
I asked when ASAP was; they didn’t answer.
One of the fundamentals of customer service is to set clear expectations and then meet them. As a customer service representative you provide an estimate when the problem will be solved. If that date cannot be met, you contact the customer, provide an explanation why the original date can’t be met, and provide a new date for resolution.
I asked for a clear estimate when the labels would be ready; they haven't been able to provide one.
I asked to talk to a manager; they ignored me.
I have no idea why the Dutch Label Shop would want to provide such terrible customer service to anyone, let alone a new clothing company. Yes, I'm small now, but I do have the potential to grow and I am someone in the industry who will talk to other people in the industry. Why would you want to give such awful service to a new customer?
I'm looking into alternatives. If you are a company who can make size labels like this and get them to me in a timely manner, please contact me!
Oh, the woes of becoming a clothing manufacturer...
Update (Nov. 1, 2017):
Good news! They got someone with customer service experience to take over who was able to make sure the labels got done and shipped. The labels have arrived and production can now finally begin. Yea!