Quality is okay, but customer service is a disaster.
The end product was fine and of reasonable quality. We ordered around 200 patches with adhesive backing. The adhesive didn't stick to our fabric, so we had to sew them all on.
I find the customer service to be rude. We had to pay an extra €20 to have a sample sent to us, without being able to change anything afterwards. For our accounting, we need an invoice, which I have been waiting for for six months. Every week, I receive an email saying that it has been forwarded, but that processing will take “a few more days.” And this has been going on for months. I cannot recommend this supplier to other companies.
Reply from Easypatch
Dear customer,
Thank you for taking the time to share your experience.
We are very pleased to hear that the patches met your expectations in terms of quality and final result, this is always our primary goal.
We are sincerely sorry, however, to read that your experience with our customer service was perceived as negative. If at any point our communication came across as overly formal or unclear, we apologize.
Regarding the iron-on adhesive, its performance may vary depending on the type of fabric and the application method (temperature, pressure, and duration). As indicated in our guidelines, certain materials — especially synthetic or treated fabrics — may require sewing to ensure long-lasting adhesion.
Concerning the sample, we would like to clarify that every order includes the digital sample sent via email for approval before production begins. If a physical sample is requested, only the shipping costs are charged.
As for the invoice, we unfortunately experienced a specific administrative issue that delayed some requests. We sincerely apologize for the waiting time. We can confirm that we consistently replied to your communications and forwarded the matter to the relevant department. Our team follows standard procedures to ensure accuracy and traceability, and in this case the processing time extended beyond our expectations.
We understand how important accounting documentation is for any company, and we regret the inconvenience caused.
We appreciate your acknowledgment of the product quality and remain available should you wish to discuss this further. Our goal is always to improve and provide a service that meets our customers’ expectations.
Kind regards,
EasyPatch Staff
