Koton Kraft

This has been a three month long, deeply frustrating experience involving poor communication, poor quality and a complete lack of accountability. It began when I placed an order for custom tea towels. The owner asked how many of each design I’d like; I said 6 of each, based on the minimums clearly outlined in the price list she herself had just given me. She pushed back and insisted the minimum was 24 per design. When I pointed out the pricing document she provided stated otherwise, she begrudgingly agreed to do 12 of each and we confirmed a timeline.

As the agreed deadline approached, timed for a product photoshoot and Mother’s Day promotion, I had to chase them for an update. Only then were the towels shipped and when they arrived, one entire design was missing. Instead, I received double of one design and none of the third, two days before the shoot. I called, anxious and upset and they managed to send two of the missing design but it was too late for the shoot and the collection was unusable.

Worse still, the quality was appalling. Crooked stitching, messy seams and they had used white thread on a dark-toned design instead of colour-matching. The labels also differed from what I had been shown in person with the owner during a visit to my store. I raised my concerns and sent photos but received no response until I chased them again.

Eventually, I was told to return them to be "fixed." On the phone, the owner became combative, repeatedly correcting me with “off white” every time I said “white” and dismissing my requests for a darker thread. She questioned whether I even understood thread colours and when I mentioned our previous discussion about labels, she said, “That was then, this is now.” She also compared me unfavourably to her larger clients, suggesting that better service was reserved for them.

After more delays, I received the ‘corrected’ tea towels. The thread colour had changed to grey but the quality was still unacceptable: loose ends, visible puncture holes, crooked seams, and remnants of the previous stitching still attached or sewn over. I had hoped that, as a gesture of goodwill, some of the excess towels printed in error might have been included. But no such consideration was shown.

Once again, I sent photos and requested a resolution. After days of silence, I followed up and was told it would be “discussed with the team.” The owner then insisted on calling me, even though I had repeatedly asked to correspond via email only due to the stress and confusion phone calls had caused. Eventually, after multiple follow-ups, she gave me two options: send them back to be redone a third time or accept a discount and future credit. At this stage, months after I paid, I still have nothing I can sell.

I requested a refund, which I am legally entitled to under Australian Consumer Law and according to their own refund policy. This request has been ignored. I followed up again and have heard nothing since.

I have documented every fault with photos and correspondence, yet they continue to avoid responsibility and have shown no genuine apology, ownership or customer care throughout this entire process.

I will never use this company again and I strongly caution other small businesses, especially new or independent ones from working with them.