Custom cassock incorrect size, poor communication, and costly experience
I ordered a made-to-measure cassock from PSG Vestments for an important occasion, providing precise measurements (including 26-inch sleeves) and confirming them with the company before production.
Unfortunately, the cassock that arrived is significantly incorrect. The sleeves measure approximately 24.5–25 inches, making them 1–1.5 inches shorter than ordered. This is not a minor discrepancy—it renders the garment unsuitable for use, especially for a formal liturgical occasion.
This was not the only issue. The original invoice was not properly itemised, which caused delays and complications with customs clearance. As a result, I incurred additional costs and unnecessary stress trying to resolve paperwork issues that should have been handled correctly from the start.
In total, I paid:
* $160.80 for the cassock (after discount)
* $101.56 for shipping
* €103.54 in customs duties, VAT, and agent fees
These additional costs make returning the cassock impractical, especially when the fault lies with incorrect manufacturing.
I contacted PSG Vestments immediately with measurements and photos. While they acknowledged the issue and said they would investigate, no meaningful resolution has been provided within a reasonable timeframe.
What went wrong:
* Failure to follow confirmed measurements on a made-to-measure garment
* Lack of quality control before shipping
* Poor invoicing practices causing customs issues
* Delayed and inadequate response to a serious complaint
How they can improve:
* Implement proper quality checks before dispatch
* Ensure all invoices are correctly itemised for international shipping
* Respond promptly and decisively when clear manufacturing errors occur
This was a very disappointing experience, especially given the importance of the garment. I cannot recommend them based on this order.