Will not be a repeat customer
I've been doing counted cross stitch for 40 years, never has the size stated been for the aida cloth and not the picture - I was very disappointed to learn that what I thought would be a 16"×20" picture was now only going to be 12"x15". Worse still were the graphs that came with my project - they were so tiny you would need a magnifying glass to even try to read them! After 28 emails back and forth with "customer service" (another unhappy customer wrote on Reddit that it was AI) I got $5 refunded so I can pay a printing company to get readable graphs. I would have returned the whole kit but it wasn't worth the shipping return costs.
Antwort von Wovlia
Hi,
We’re sorry this experience was so disappointing, and we appreciate you taking the time to explain your concerns.
We’d also like to clarify that our customer service emails are handled by real members of our team. We’re aware of the Reddit post you mentioned and have been in direct contact with the poster. We’ve had a respectful and constructive conversation with them, although we of course respect their right to keep or update their post as they see fit.
When you contacted us about the sizing issue, we offered several options, including a replacement in a more suitable size, partial compensation if you preferred to keep the kit, or a return for a full refund. After discussing the options with you, we processed the $5 compensation that was agreed on.
Your feedback also led us to make a change. Since October 8, we’ve asked the factory to produce new cross stitch orders based on the actual stitchable design size rather than the full Aida cloth size.
If you still feel that your order has not been resolved to your satisfaction, please feel free to contact our customer service team at any time. We’ll do our best to find a fair solution and make sure your concerns are properly addressed.
Thank you again for your feedback. We’re sorry this order didn’t meet your expectations, but your comments have helped us make some important changes.
Best,
Wovlia Support