I recieved a report from my customer who sent me to Zhejiang Province a few weeks ago to check on production of one of her orders. The report has a lot of entertainment value in it but, more importantly, it illustrates what can happen when you partner with the wrong vendor. She has graciously allowed me to post it here. Enjoy !
Well folks here is how it all went down today. Actually we should go back to last night. When we arrived at the factory Tuesday afternoon late, as Sam had predicted, there was very little product for us to inspect. Tom ( the agent who managed the order) threw out excuses and tried to change the subject – a specialty of his – so we did inspect what we could. We did not find anything sellable in the items we reviewed. We saw the writing on the wall. He said the other styles were at some other factories being made because the time was short. We told him that we would be there first thing in the morning to begin inspecting everything – so he needed to have “hundreds” of each style there first thing in the morning as we would need all day to review so much product.
We would not go to dinner with him – we went back to the hotel and got our own dinner and discussed the options that laid before us.
*Should we have them continue with production and hurry to make the Sept. 15 port date?
*Could they make that date since they were so far behind already AND they had not yet even booked the shipment and we were 1 day past the 10 days required for an LCL?
*If they had to hurry would quality further deteriorate?
*Since we had not seen one single good product yet, did we expect to see any good product at all?
Product quality issues:
- Off center emblems
- Off center care labels
- Care labels sewn so that sewing cut into the label information
- Terrible top-stitching around the neck
- China silk lining sagging below the bottom hemline
- Twisty necklines
- Poorly sewn Velcro closures
- No ironing
- Raw china silk edges where the turned opening was topstitched closed
We told Tom these things were UNACCEPTABLE and that we would have to sort through hundreds of items tomorrow to see if we were finding any percentage that were sellable.
Tomorrow came. We had decided the previous evening that there was not time to fix anything and indeed, they were not fixable. The whole lot needed to be thrown out and started again. We wanted our patterns back, so we determined to get them. We went to the factory at about 9:30 so that they would have plenty of time to get up and eat and be ready to hear what we were going to tell them. We walked over to the factory and up the stairs to the sample room where Tom met us. We told him that we wanted our patterns brought in from the design room. He said “OK just a minute ” and he left the room in the opposite direction …We waited about a minute and a half then we got up and went into the design room ourselves and asked the women for our patterns. They went and pulled them out from under a pile and we walked into the show room with them and divided them into two piles and rolled them up. Tom had come in by this time and asked if we were taking our patterns. We said we were – that they had not been able to get them right and we needed to take them to our factory in Shenzhen for production as we could not delay any longer. He started to discuss this at length for a short while, but we cut him off and told him that we had discussed the situation at dinner last night and we were very sorry it had come to this, but we were cancelling the order. He had not fulfilled any of his obligations to us and the time had run out. We reminded him of his promised procedure;
- Upon receipt of purchase order fabric would be ordered and fabric samples sent to us for our approval
- Pre-production samples would be sent
- Mid-production samples would be sent
- A visit could be made by us at completion to approve the product. If we are not happy then we can reject the order and they will try to fix if they can.
We had to remind him that we only got fabric samples for approval after asking many many times. We NEVER got pre-production samples in spite of multiple requests for them. We SENT our friend Sam to inspect end production, which actually ended up being MID_ PRODUCTION since they were so far behind schedule. THIS was the product completion visit for final approval and we were in fact NOT approving the production, we were rejecting it as was our right since the product was not good at all.
We reminded him that he only had 300 pieces of 21000 pieces ready for Sam to review and that those had just been thrown out on top of another order pile so it would look like they were working on our order. Sam took pictures of this and had sent them to us. Then we expressed our shock at having no product available for our inspection after we had given them 2 weeks notice that we would be there and then we traveled 6000 miles at great time and expense to inspect the shipment. We expressed our additional shock at arriving for inspection that morning and STILL having no product to inspect. He said he would have some there for us this afternoon. We told him it was too late, that we were rejecting the order and leaving. We picked up our pattern tubes and walked out.
Tom followed us down the street begging us to sit down and discuss a solution. We said that we were done discussing. We should inject here that he had no solutions to suggest to us. His solution was “we think they are not so bad and you can sell them”.
We walked into the hotel with Tom following us. We left him in the lobby as we went to our rooms.
We went up to our room and sorted the patterns and rolled them up well and began packing our suitcases to leave. Then our room door bell rang. We saw Tom at the door, so we just ignored the bell. He waited a while and then rang again. And again. We just finished packing and left when we were ready – and he was there in the hallway waiting for us. He followed us down to the lobby telling us we should sit down and discuss this. We said no. We asked the hotel ladies to call our taxi for us as we were ready to leave. We should stop here a minute and tell you that we had planned our “escape” earlier in the morning. We went onto Google translate and typed in the question “do you know a dependable person who we can hire as a driver to take us to Yiwu at noon?” Google translater put the phrase in Chinese characters and we showed it to the front desk. We explained that we did not want to be in Yiwu at noon, we wanted to leave for Yiwu at noon. Kathy had enough broken Mandarin to get that point across. They said no problem. We had also gone online and booked a hotel in Yiwu and had the address sent to us in Chinese .
When we went down to the lobby with Tom following us we asked the ladies to call our taxi for us and Tom told them not to. They were rather frightened and unsure what to do. So, we called Candy and told her to tell them in no uncertain terms that they were to call our taxi NOW and then we gave the phone to the lady for Candy to relay the information. When we got the phone back from the lady Candy told us that the lady said it would take 1 hour for the taxi to get there, where upon Kathy put her powerful pointer finger on the counter and said “NOT ONE HOUR! XIANZAI! XIANZAI! XIANZAI! (right now, right now, right now) Kelly got back on with Candy and explained that the factory did not want us to leave and were telling the women at the hotel to delay us and that they were not to do that. Then they told us the taxi would be there in 10 minutes.
Tom said we should sit down and discuss a solution (for the 100th time) Kathy said “you have ten minutes until the taxi arrives – give me your best solution” Tom’s reply?…”.we think they are not so bad, you can sell them. “ Then he laid our sample and two of their samples on the floor to compare. One of the samples was clearly unacceptable. . The other not too bad. We said, “well if you’d had the product at the factory last night we could have begun sorting out the good from the bad and worked at it all day. Maybe we would have been able to salvage some of the order – as it is – you did not have samples for Sam to review, you do not have samples for us to review and we are not buying something we can’t see.
He said “this is very disrespectful to us” – we said “ let us tell you about who is disrespecting who – we gave you an order, we paid you a 30% deposit promptly, we requested our promised samples, we came to inspect our product and you have repeatedly lied to us, shoved us to the bottom of the production schedule, wasted our time and our money. It is over.
He followed us out to the taxi and as we climbed in and closed the doors he put his head in the taxi window and said, “we should sit down and talk about a solution.” ( those is a phrase he uses often) He said “we will take you to Yiwu” – we told him it was not necessary and that if he had a good solution,he should send us an email.” He said, “you are very angry now, we will come up with a solution.”
Then we left. Windows down and the warm China breeze blowing through our hair – off to the Yiwu Kingdom Hotel. And we had a female taxi driver. We liked that.
We are safely tucked into the Yiwu Kingdom Hotel. We have eaten and are looking forward to our arrival in Shenzhen tomorrow.
We wish you all could have been there.