Just as deeply as we value our patrons, we also value ourselves, our work, our artisans, and the integrity with which Parvai has been built over the years. Patronage, to us, has never meant unquestioning submission. It has always meant mutual respect,  respect for the person who chooses our work, and equal respect for the people whose hands, time, judgement and labour make that work possible.

Over the years, we have had patrons who loved what we did, patrons who disagreed with us, people who were disappointed, people who chose not to return, and people with whom we simply parted ways. That is entirely normal within the human realm. Not every relationship will endure, and not every experience will be perfect. We accept that without resentment. What matters to us is how we conduct ourselves when things go wrong,  whether we listen, whether we acknowledge, whether we correct where possible, and whether we remain fair and respectful in the process.

What makes the present situation different is that a private concern, after extensive WhatsApp exchanges, phone discussions, refunds and multiple solutions, has now been placed in the public domain with statements questioning our honesty and suggesting that no resolution was offered. At that point, we believe silence would leave an incomplete account. We are therefore placing the facts, the sequence of events and the resolutions offered on record, not to prolong a disagreement, but because transparency matters. We owe that clarity to our patrons, and we owe the same fairness to our team, our work and ourselves.

THE BLOUSE ORDER

The blouse was stitched remotely based on measurements provided to us by the patron.

THE FIRST FEEDBACK WE RECEIVED

The patron also shared photographs showing the blouse being worn and later showing measurements and internal stitching. From those images, we could clearly see that the blouse appeared tight around the chest and waist.

We want to be precise here: these deductions are based on images shared by the patron. We did not have the blouse physically back with us at that stage.

WHERE WE WENT WRONG

Before dispatch, the blouse was checked by both the tailor and again at the Parvai office. Based on the measurements provided to us, and with room intended for alteration, we were confident that the blouse had been stitched according to the measurements supplied. However, this is where we accept that our process was not strong enough. We did not photograph or video-record the complete final measurement check before dispatch.

That means that although the blouse was internally checked, we do not have a complete visual record showing every finished measurement front length, back length, chest, waist, sleeve length and alteration allowance at the moment the blouse left us. That is a gap in our quality-control process.

We accept it.

And going forward, custom blouse orders will require a much more thorough final QC record so that both Parvai and the patron have a clear visual reference of the garment as dispatched.

OUR IMMEDIATE RESPONSE

We did not dismiss the complaint.

We apologised immediately and took the matter back to the tailor. The first practical resolution offered was simple: return the blouse to us so that the tailor could physically examine it and correct it to the best of his ability. The tailor remained confident that the blouse could potentially be rectified. He needed to see the actual garment to understand the available seam allowance, construction, shaping and the areas of tightness. We also told the patron that we would personally look into the matter and work toward a solution.

The request for fresh measurements

Because the blouse remained tight even after the patron attempted adjustment, we asked her to take her measurements again carefully. The revised measurements subsequently provided differed materially from the measurements originally supplied and confirmed before stitching.

In particular:

Bust changed from 35 inches to 37 inches
Under-bust changed from 29 inches to 30 inches
Sleeve length changed from 6 inches to 9 inches

The upper chest remained 36 inches.

A two-inch difference in the bust measurement is significant in a fitted princess-cut blouse. The sleeve length also changed substantially, from 6 inches to 9 inches. This became important because the patron had initially stated that another vendor had used the exact same measurements and produced a perfectly fitting blouse.

The sleeve concern

The patron also stated that the sleeve was too short.

According to our tailoring record, the sleeve had actually been stitched approximately ½ inch longer than the sleeve measurement originally provided. However, the patron later revised the desired sleeve length from 6 inches to 9 inches. 

The alteration allowance concern

The patron also stated that there was no room for adjustment and that only one extra stitch line had been provided. Our standard blouse construction is intended to allow for alteration, and the tailor believed additional room could still be created.

However, without physically receiving the blouse back, we could not responsibly confirm the exact available allowance in this particular garment or whether it met our intended standard. Again, this was another reason we repeatedly requested that the blouse be returned.

THE SOLUTIONS WE OFFERED

Throughout this process, we offered multiple solutions.

These were not hypothetical ideas discussed after the fact. They were practical options communicated during the resolution process.

1. Full refund of stitching charges

The blouse stitching charge of ₹3,000 plus applicable taxes was fully refunded. This has already been completed. We made this decision regardless of the continuing technical discussion because the patron was dissatisfied with the finished blouse.

2. Repair and rectification

We offered to have the existing blouse returned to us so that the tailor could physically examine and repair it to the best of his ability. The tailor remained confident that rectification was possible. Both length and width.

3. A correctly fitting sample blouse

We requested, if possible, a blouse that currently fit the patron well. This would allow the tailor to compare the two garments physically and understand:

• actual finished fit;
• chest and under-bust ease;
• length;
• shoulder placement;
• princess-cut shaping;
• sleeve fit;
• and seam allowance.

This would significantly reduce the risk of another unsuccessful attempt.

4. A new blouse at no additional stitching cost

We also offered to stitch a fresh silk blouse without charging another stitching fee, provided we received a complete and professionally taken set of measurements. Once two materially different sets of measurements existed, the tailor was understandably hesitant to cut another piece of silk purely on remote measurements without a reliable reference. This was not a refusal to help. It was an attempt to avoid repeating the same problem. 

5. Our attempt to source replacement fabric

After assuring the patron that we would explore a new blouse, we proactively began searching for matching silk using the fabric reference available with us. We did identify and purchase a close option for comparison. However, the tailor made it clear that the shade would not be exactly the same and would likely appear slightly darker. The saree uses a particularly tricky cardamom green, and silk shades can change noticeably depending on weave, lighting, sheen and dye lot. Given that the patron was already disappointed and understandably agitated, we did not feel confident proceeding with a fabric that we ourselves knew would not be an exact match.

That is where we revisited our earlier decision.

Rather than rush into another blouse and risk a second disappointment, we requested that the saree and blouse be sent back to us. With the actual saree physically available, we would have a far better chance of finding a suitable match. If the cardamom green proved too difficult to source, we could also explore the purple shade from the saree.

6. Making the return process easier

We did not expect the patron to manage the return process alone. We offered to arrange a doorstep courier pickup so that the blouse and saree could be collected without unnecessary inconvenience. We also explained that if someone was travelling to India, the garments could be sent through them. We were transparent that sourcing the closest possible silk could take time. But we believed taking that time was better than making another garment with a shade we knew might disappoint.

Our intention therefore became twofold:

• repair the existing blouse;
• and, once an appropriate matching silk was found and the measurements were professionally established, create another blouse.

The result, ideally, would have been that the patron had two usable blouses.

That was the direction in which we were attempting to move.

7. The complete refund option

We also recognised that the repeated process of measurements, discussions, fabric matching and rectification might become frustrating. For that reason, we offered another option. If the patron no longer wished to continue with the repair or replacement process, we offered a complete refund for the saree and blouse, provided both were returned to us in good condition.

This was intended as a fair and complete exit option.

The solutions, listed clearly for absolute clarity, the resolutions offered were:

• The blouse stitching charge of ₹3,000 plus applicable taxes was fully refunded.
• The existing blouse could be returned for physical examination and rectification.
• A well-fitting blouse could be sent as a sample for comparison.
• A new silk blouse could be stitched at no additional stitching cost, subject to professionally taken measurements.
• Matching silk would be sourced using the actual saree and blouse as physical references.
• A doorstep courier pickup could be arranged to reduce inconvenience.
• The existing blouse would still be repaired if possible.
• If the patron did not wish to continue with any of the above, a full refund for the saree and blouse was offered, provided both were returned in good condition.

WHY SHARE OUR BACKSTORY?

This matter had already been discussed extensively and privately through WhatsApp and phone conversations. We would have preferred for it to remain a private customer-resolution process. However, once a public post was made, Parvai was tagged, and it was stated that the concern had been addressed but not resolved, we felt it was important to place the full factual sequence on record. We would like to present the various ways in which we tried to resolve the matter, because there is an important distinction between a concern being acknowledged and a resolution being completed. A complete resolution often requires participation from both sides measurements to be retaken, garments to be returned, samples to be shared, fabric to be matched, or time to be allowed for rectification. Without that cooperation, some solutions simply cannot be carried through to completion. We accept that the blouse did not meet expectations, and we accept that our QC documentation should have been stronger. We also accept criticism where it is due. What we want to clarify is that several concrete resolutions were offered, and we are placing those details on record so that the full context is understood.

OUR FINAL POSITION

Over the years, Parvai has made mistakes. We have had sarees redone more than once. We have remade blouses. We have gone back to the loom, to the tailor, to the artisan, and started again when something did not meet the standard we had promised. But every successful correction has required something equally important on the other side: a patron willing to speak to us with kindness, respect and the basic dignity of a human-to-human conversation.

At Parvai, what matters most to us is not awards, not pedigree, not activism, not the language of “saving” craft, and not the idea of perfection. It is much simpler than that. It is about kindness, respect, dignity, accountability and doing the best we can. We will fail at times. When we do, we will admit it. We will refund where appropriate. We will redo what can reasonably be redone. We will humble ourselves, correct what we can, and try to preserve the relationship. But we cannot do that in an environment where our integrity is repeatedly questioned, where we are called dishonest, where our efforts are dismissed, and where a private resolution process is taken into the public domain without acknowledging the many remedies that were offered.

We do not believe that a customer complaint gives anyone the right to disregard the dignity of the people on the other side. Social media can sometimes create the impression that a business must accept any accusation, any tone, and any pressure simply because the matter has been made public. We do not accept that. Criticism is legitimate. Accountability is necessary. Bullying is not.

We hold our heads high in acknowledging where we fell short. The blouse stitching charges have already been refunded. We have also spent considerable time attempting to find a solution, including rectification, re-stitching, fabric sourcing and a complete refund option. However, given the manner in which this matter has now progressed, those earlier remedial options will no longer remain open.

Our final resolution is straightforward: the saree and blouse may be returned to us in good condition, and we will provide a full refund for the product purchased from Parvai.

For nearly ten years, Parvai has not been built on advertising, influence, paid endorsements or assurances of perfection. Much of our journey has, in fact, been shaped by difficulty, learning and failure. Yet we have survived, grown and built a community around trust. Today, we work with a team of more than seventy people and serve a deeply thoughtful, discerning and humane community of patrons. We value that community above everything else. We will continue to serve them with humility, honesty and care. We will continue to accept responsibility when we fall short. But we will also continue to protect the dignity of our artisans, our team and ourselves.

Whatever consequences this incident may bring, we are prepared to face them. What we will not compromise is the value system on which Parvai was built.