09/04/2026
An overseas client, Kim, placed an order for a batch of dark-colored woven fabric from our company for a large-scale brand garment production.
After the bulk order was shipped, the client received feedback: The fabric color differed significantly from the pre-production sample, being too dark and muted.
There were also variations in batch size and color between different garments within the same batch.
The finished garments, after trial production, failed to meet the brand's color standard, posing a risk of rework and delivery delays.
The client was very anxious. Our after-sales service responded immediately: "We are very sorry for the inconvenience caused. This is our responsibility, and we will handle it immediately to ensure your delivery date is not delayed." We quickly verified the cause, starting with checking the batch number and dyeing records, and discovered that the issue stemmed from minor formula adjustments during factory color mixing and differences in lighting, not from other factors. We offered three solutions for the client to choose from:
• Solution A: Free re-dyeing, expedited production, guaranteeing consistency with the original sample.
• Solution B: If the client is pressed for delivery, partial replenishment plus a discount compensation.
• Solution C: Return for re-inspection; we will cover round-trip shipping and rework costs.
The client chose expedited re-dyeing, and we prioritized the order for the same day. Our company provides full-process tracking and transparent updates, sending daily progress updates: cylinder difference comparison charts, color matching photos, and videos taken with a D65 light source using a color matching lightbox for customer confirmation. Before shipment, we send the ship's bow plate first, and only ship after customer confirmation. We proactively cover all shipping and customs fees, and establish a dedicated color number file for permanent color locking for future orders of the same model.
• Commitment: Every future bulk order will be accompanied by a color matching report and cylinder difference table to avoid future problems.
• We assign a dedicated person for one-on-one follow-up, with a response time of no more than 30 minutes.
Finally, after the customer received the reworked bulk order, it fully met the standards, successfully meeting the delivery deadline.
For our company, this was both a challenge and a demonstration of our responsibility to our customers.
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