How To Deal With Customer's Complaints?

  • 88
  • Yolanda at
  • January 14, 2018

Lia Key owned her own new business since 2017 year. Her website is valenciakey.


It’s a long story that we could talk about from April,2017. My colleague Penny followed up this project at first. They have been talked nicely by email and whats-app. Penny did great job to win this order without the sample making process to save the time and costs.  It’s Lia’s first purchasing experience from China for  custom packaging boxes.

custom packaging boxes with magnetic closure

We completed the design positioning on the template. Because she did not have the designer to do the job. So we choose four fots for her to decide and put them on the die-cut of box. Finally, we both confirmed the artwork and started mass production smoothly. What she chose was a kind delicate magnetic cardboard box made with hologram paper.  We have finished production in time and waiting for the shipping costs from Lia before shipment. However, when we quoted her, the freight by express would be about USD$1000, she felt crazy about the quote.  Actually, before she ordered the boxes, Penny told her, the freight: 1000USD, she took a careless look as 100.0USD. Now, it’s over huge budget. She want to cancel the order and sue on Alibaba.The main factor, we noted the delivery time before end of May. However, during that time, she was busy to reply us and have not pay for the shipping costs. So we could not send out.

She sued due to the delay response of Penny.  Finally, she was very angry. The real reason that Penny was not available because of sick leave. Whatever, it’s our fault.


Lia thought we lied to her and did not make clear earlier. Penny discussed with her manager--that’s me.  We explained to her. The actual G.W. is 151kg, and volume weight is 190.69kg. It could not be just 100USD costs by D2D. It’s charged by shipping company not our factory.

I asked one of my U.S. old client to talk with Lia. To make her understand that we’re an honor supplier. The following to be the email we received from Jamaica.

comments from client


We totally understand that Lia was just angry at first. Once she got our comments, she felt sorry about this issue and cancel the complaint on Alibaba soon. Nowadays, Lia became my best friend and good partner. Penny left our factory due to personal reason. I took over the work with her from May.2017. In Nov. 2017, she placed the return order with me. That’s a big support to our job! We finished in time, and she will just be back in 7th, Jan.2018. So we shipped out on 3rd, Jan. She won’t miss to sign for the package.

packaging box customized


All will be an happy ending.We believe we can win more customers as long as we keep good quality and sincere working attitude.Inquiry us at: www.hsgiftboxfactory.com