Green Line Diaper Review Craziness

Email 1: INITIAL PREP:
-Wash your order in cold water before use. Keep the soakers separate during their first time in the dryer, as they will lose a fair bit of lint, which will stick to the closure tape on the covers.
-As well, by keeping the soakers separate this first wash will ensure no left over dyes will turn the closure tape an off white colour.
SUBSEQUENT WASHES:
All pieces can be washed together at this point.
After use, store soiled diapers in a laundry bag or pail until you are ready. Do a regular wash with soap and toss into the dryer. ALL PIECES are machine wash and dryer safe!
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Email 2: I have had/am having a few problems with the diapers. First of all, I followed your instructions about washing the liners separately on the first wash and subsequently washed all my diapers together. Unfortunately, when I washed everything together the liners still died the velcro orange. I also washed a brand new bumgenius diaper and it is now orange as well:-(. I am wondering whether your new bamboo liners are white? If so, I think I will be happy to order from you again in the future. If not, I guess I will have to find other liners.

I'm also wondering if you ever do custom orders. The rise on the covers doesn't seem to be big enough for my daughter. I'm not sure if I'm just doing something wrong, but it seems I am only able to do the diapers up around my daughter’s hips, which makes for a tight squeeze. I'm interested in ordering more covers to suite her, but I'm not sure about the rise.

I was also surprised to find that the draw strings are not elasticised. Is there a reason for this? It seems to me it would be nice to have elastic draw strings so that I would not be concerned about pulling them too tight.

My last issue is with leakage. I am new to cloth diapering, so I realise it might just be something I have to get used to, but my son seems to soak through every time. Granted, with disposable diapers I generally only changed him every three hours or so with feedings, and a friend of mine mentioned that you need to change more often with cloth. What works for you? Is there a way to avoid having to check their diapers every 10 minutes? I guess I'll just need to develope a different routine.

I really love your designs, and it seems like such a great idea. I guess they're just not living up to exactly what I was hoping for. Let me know if you have any pointers for me:-)
I look forward to hearing from you soon (though I know you're on holidays, so don't worry if you can't get back to me until October)
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Email 3: Sorry to hear about the dying of the velcro. :( Yes our new soakers will be a natural cream colour.
How old is your daughter and how much does she weigh? I would think the rise should be big enough to fit her.. we have had our diapers on a 3 year old who was over 30lbs without any leaks! I want to help you make them work for both your children... when putting them on your daughter can you try moving the cover up higher in the back before doing it up, that way when the tabs come around the front they go over the hips and onto the waist... then tighten the legs. This will ensure a much more snug fit.

As for the drawstrings, if the string was elastic over time it would loose it's elasticity thus resulting in the diapers no longer being usable. We feel that nylon cord is the best option, and have found the drawstring leg holes work well if they are snug (no need to make them very 'tight').

And as for the leaks...
- when your son is peeing is the soaker completely saturated? If this is the case then he most likely needs more absorbency.. this could also be resolved by changing more frequently. We recommend (as with most cloth diapers) to change every 2 hours.
- if the soaker is not completely saturated then the absorbency is fine and it's a matter of how the diaper is being put on him. Where is it wet when he soaks through? I'm not sure if you have tried it with your son, but you can adjust the soaker to be longer and have more coverage in the front (this is especially helpful on a boy) If you watch the video on our website you can see how i adjust the soaker to fit my daughters rise.

PS. Please let me know how this goes, maybe if you get a chance to take some photos of the diapers on your babes i can give you more specific tips!
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Email 4: Thanks for getting back to me! My daughter is 20 months old and I think she weighs around 26lbs. I'll check her measurements tomorrow. It seems that I can't get the front high enough if I raise it any more in the back. I'll try taking a video maybe and sending it to you. As far as my son, his soaker is completely saturated so I assume I just have to change him more often. It's harder at this age because he sleeps so much, and I hate waking a baby to change a diaper. In fact, I hate waking a baby for any reason;-). I'm sure that will just even out. I told my friend Trina about your diapers and she's happy with them so far! I love the concept and am just trying to find a way to make it work for us. I'm sure with some practice it will be good. I'll write again tomorrow:-)
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Email 5: I haven't had a chance yet to video tape a diaper change with my daughter, but when my husband gets home today I'll try to do that to see if you have any tips for me.
Would you be willing to replace my liners with your new ones (I have 12)? I would pay the difference per liner because I know the new ones are $1 more per liner. Or would could you possibly refund me the cost of the liners? Because you were going on holiday I wasn't able to get as much as I need, so I bought some bumgenius diapers as well. I think I have 6 of them, and 4 covers with 12 liners from you. I really need more diapers and am planning on getting them from you, but I'm finding it very frustrating to have to wash 2 tiny loads of diapers every other day instead of one medium load. I just don't want to dye any more of my bumgenius diapers orange, so I wash your liners seperate from everything else, which is quite frustrating.

Also, have you considered adding laundry tabs to your diapers? Right now I just put the diaper together inside out to wash it in order to prevent stuff getting stuck in the velcro, but it would be lovely to have a quicker method:-).
Thank you so much for your continued communication with me! I'll send a video as soon as possible:-)
--Casey:-)
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Email 6: Hi Casey,
I know what it's like to buy something only to have it replaced by something newer (ever bought an IPod?) but I can't afford to do a trade in or refund for the soakers.

I wouldn't expect the soakers to change the colour of any more BumGenius, they're probably all done with that. I would start washing them altogether. If you really want to be sure you could wash them with an old white shirt or tea towel that you don't care about.

We've considered laundry tabs but adding them would put extra holes in the inside waterproof, potentially leading to leaks. I find sticking the tabs to the front velcro pretty quick. If you want to save time, flipping is probably not necessary.
Kyle
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Email 7: Kyle,
What's interesting is that I was told that they'd be all done with the bleeding after the first separate wash. And they didn't turn the velcro and BumGenius diaper an "off white colour" as was warned, they turned them orange. I actually find it rather insulting that you would equate this situation to that of buying a product that is replaced quickly by a newer version, because I knew there would be new liners when I bought the old ones. I was so excited to switch to cloth that I rushed my order with you and bought 4 diapers as opposed to just trying one. I can see that it would not make your day to have to replace my liners and you can go ahead and say no, but please don't imply that I am simply trying to upgrade, because I was actually complaining about a faulty product. A product that has already cost me $26 extra buy ruining my other diaper.

If my continued patronage is of no value to you, I will gladly find other diapers and liners that will work just fine. I simply wanted to give you the opportunity to make it a satisfying experience for me so that I could continue to order from you upon your return from holidays. Unfortunately for you, I feel that I will have no problem buying, or even making new diapers, and just as I was telling many people about how wonderful I thought your diapers and especially your company were, (because of the close communication and willingness to help with everything), I will likewise tell people about the new experience I have had with you. I hope in the future you will see that sometimes to lose a little will help to gain a lot.

Sincerely,
--Casey
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Email 8: Hello Casey,
No, I am not giving refunds on the soakers.
Take care,
Kyle
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Facebook Review and Comments:
One Star Review: I do not recommend dealing with this company as they do not work with the customer to ensure 100% satisfaction.
Comments:

Erin Burr: I had my finger on the send button to put my own order in for my son... After reading the email that was sent from your company to this client I will NOT be doing business here. I'll take my money elsewhere.

Kassandra Williamson: This company actually does a wonderful job of working with the customer to ensure 100% satisfaction. This past month they have been on holidays though, but I assure you they are a great compay with great products and they take thier time to ensure a wonderful product is sent out to the customer just the way they wanted it.

Casey Munro: I would have agreed with you fully before I had a problem. In fact their service was what made me choose the company and I was so happy to deal with them.

Natasha is the one who I've had the most contact with and I've been very happy with... her help, but Kyle replied to an email I sent asking about a refund or exchange for my soakers because they were dying my other diapers orange and he was not professional at all! I would not have been offended to be told that they were a small company and just couldn't afford to replace my soakers, but Kyle implied that I was just upset because they upgraded their soakers right after I purchased (which was something I knew they were going to do before I ordered, so if the soakers had not dyed everything orange, I would continue to use them as well as order their new soakers).

It's just too bad because I was a huge fan and had gone so far as to recommend these diapers to friends (who purchased them) as well as suppliers in Saskatchewan. Though replacing my 12 liners would have cost the company around $60, they would have ended up making more money in the long run because I would have ordered quite a few more diapers (because I just don't have enough) as well as continued to praise them for their product and wonderful business.

As for the product, I love some aspects, and hate others. I feel that they are actually a pretty simple design and could be home-made easily, and I'm not a huge fan of the soakers. I'm not sure about their new ones though. I just got a little tired of folding the soakers and would rather have a soaker that was the length/width that I liked and had several layers that were just sewn together at the top for easy washing with no folding necessary.

Erin Burr: What stands out to me is that this company is supposed to be environmentally friendly, but with that much dye in the product how safe is it?? Also people should note that this company offers absolutley NO satifaction guarantee. I couldnt find one anywhere on the website. Even in FAQ's ....nothing.

Natasha Cushman: Hi Casey, it's Kyle here. Yes, you are absolutely right to point out that it was I you had problems with.
If people are interested in this they can read the four emails we sent each other and decide for themselves. I think your review is unfair. (*He then posted emails 5-8 from above)

Sarah Poe: Casey, I'm so sorry you had this experience with the diapers. I wish that Kyle could have at least said the same thing. The customer service should have begun with an apology. What happened to your diapers is unacceptable and just saying th...at they shouldn't do it anymore (but test it on other laundry still), too bad, so sad is outrageous. I'm glad Kyle posted the emails for us to decide for ourselves. I was about to place an order and am now taking my business elsewhere. Perhaps Kyle is not the best person to be corresponding with customers. Not only am I not going to risk the dye problems you had with the diapers, but I'm certainly not going to risk the unprofessional and uncaring customer service.

Donna MacDonald: Not everyone can be pleased. I recently bought a Green Line Diaper and was warned that the new inserts would not be available to me until Mid October. I opted to not buy inserts this time, try out the diaper and THEN buy diaper/inserts when... they are available. I know I do not want Microfibre, I would rather Bamboo. So, by this company telling me they could not send Bamboo at this moment, they saved me from spending money on a product I may not be happy with. I say, THANK YOU Natasha and Kyle. I am pleased with your company and will continue to promote in other areas. Personally, if someone is in a rush and buys what they don't want only to think they can ask for an exchange or refund at a later date is wrong, and I would advice GreenLine not to do busniess with them.

Casey Munro: Sarah, in all fairness, Kyle missed one email that I had sent and that Natasha had replied to and I'll post that one here, and I'll comment on it after. These are the parts of the emails that apply:

(I posted part of email 2 from above) I wrote about that email - ***In this email, I admit I was being slightly passive agressive. I wanted something done about the liners, but because I wanted to continue to purchase the diapers, I wan't sure what to do. I just wanted to find out if their new diapers were any different because I figured that way they could just replace them which seems a lot better to me than refunding. If they're selling the diapers for $6 each I hardly think that's their cost, so giving me extra product would be better for them. But I didn't want extra product if changes hadn't been made. Which as you'll see they had...

(I posted part of email 3 from above) I wrote about that email - ***This was the applicable part of the email. I had addressed other concerns and Natasha was ready and willing to help me out with those as far as fit and such were concerned. But I had been hoping that just by my suggestion of one of my other diapers being ruined, and all the velcro turning orange the company would just want to help without me having to specifically ask for it. It was a few days after this when I realised that I wasn't enjoying cloth diapering because of the fear of leaking dyes and that upset me because it's hard to make the switch even without problems.

In any case, I'm glad that I've switched to cloth diapers, but I wish the laundry was easier in that I could just do one load every 2 days. I also find that I need more covers than they suggest because they're often soaking through. Natasha gave me some tips about that and I think it's just because I have to change far more frequently with cloth diapers, but none the less, I still don't quite have enough diapers to diaper both my children full time.

I would have chosen to support this company because I really believed in them, but after this experience, I think I will try to make my own diapers so I can make them exactly what I need, and I'm sure cheaper. I just had such great hopes for Green Line Diapers and wish they would have helped me out being that I had spent quite a bit of money on their product.

Casey Munro: Donna, please be aware that I did not purchase something I didn't want. I am new to cloth diapering and I thought microfiber would be fine and it was aside from the washing. I knew the product I was buying was different from the new produ...ct, but I did not know that it was defective and would dye everything orange. It would have been great for me to have purchased only the covers but then I couldn't have switched to cloth diapering. Also, it works out to be $5 cheaper per diaper to order the covers and liners together, so even though I knew I wanted more covers I was trying to use my money wisely and decided only to order the amount of covers that would go with the amount of liners they had left (which was 12 - so 4 covers).

To be clear, if the liners had not dyed my diapers orange, I would have never asked for replacements and would have opted to continue purchasing the new product from Green Line upon it's release.

Brittany Miller: Soooo strange! I've NEVER had a problem with the colour of my soakers running. And i wash all my colours with my whites....strange.

Donna MacDonald: Casey, I believe doing a little research would have saved you quite a bit of hassle, sadly. Before using any diaper, it is said to prep them alone without any other diapers in a wash for UP TO or OVER 5 washes with a dab of dish soap. I am ...sure 5 washes would have made sure all the dye would have bled and your diapers would have been safe. I am sorry that your BG was cosmetically ruined. They are beautiful diapers as well. We prep the fluff out of our diapers to ensure nothing goes wrong when they all join together for "bathtime". I just believe asking for a refund or exchange on them is a bit unjust, where you knowingly knew you were buying colored microfibre. As an outsider reading the emails, it does seem you were looking to upgrade, because you were unsatisfied. Personally, I would have kept washing my inserts until they suited us fine and bought more bamboo ones that will not bleed. But thats just me. I have had nothing but great experiences with GLD, both Kyle and Natasha. They were even nice enough to hold things for me without payments and shipped out next day once I had the payment to offer. I would never want to deal with companies like Cottonbabies if I had an issue.

Casey Munro: Donna, you're right I guess I should have done more research, but Green Line Diapers should not be specific then about how you only need to wash them seperate for their first wash. And when I explained in my second email to Kyle that I felt insulted and that I was not trying to upgrade, he should have said sorry. The fact of the matter is that Kyle was not trying to help make the situation better for me, and was quite rude.

Erin Burr: unjust????!!!!! what the hell ever happened to customer service now adays. And i'm sorry but 5 washes! is ridiculous. I have never bought something that required 5 washes to be safe. And nowhere on their site did it say that 5 washes was re...quired for these. A simple exchange (or even a small amount of professionalism and an apology) would have gained this company more money in the long run. Its good that some people have had good experiences, but this is the whole point of a review, to give an open honest account of ALL people's experiences. Thanks for posting these emails Kyle. But the fact that you really dont see how condescending and belittling you sounded in these emails..is unreal. You really should try taking a customer service class...or just let natasha deal with you're customers.

Sarah Poe: I love cloth diapering and I'm sticking up for Casey because I want everyone who tries to convert to cloth to be supported and have a positive experience. I personally love my Green Mountain Diaper prefolds and was only looking to purchase ...covers from Green Line. I don't care what they do with their inserts. However, supplying detailed information on their care is requisite. It shouldn't be on Casey to do all this outside research. She should be able to buy a product and have the information on how to care for it. Donna, your responses have been rude and misleading. Who are you to advise a company not to deal with a customer? She's a customer! And her emails were reasonable. She should have been dealt with with consideration and respect. Especially for someone just starting out cloth diapering, she should be guided on how to use what she's purchased. I know of several cloth diapering companies that will go back and forth with you on any situation to care for your diapers, and yes, replace them if needed. Diapers do need to be prepped, but I've always received detailed instructions on how to do that with new diaper purchases. I hot wash and dry 7 times before using. You should NEVER put dish soap in your washing machine and I don't know of any manufacturer who recommends it. You risk ruining your machine. Washing machines are not meant to handle dish soap. If you do want to rush and strip your diapers with dish soap, do it by hand and then wash them regularly. For goodness sake, all Casey was asking for and all I'm defensive of, is good customer service. Glad to see at least Natasha apologized.

Donna MacDonald: Well, I understand that you felt insulted and maybe the response was a bit cold and not personal. But I was saying, this is a small company. I have tried to contact corp companies like Cottonbabies,or Rumpazoo's (dont get me started on Good...Mommas) and the customer service I received from them would make GLD look like Mother Teresa herself. That's IF I received an email back at all. Just feels to me that this is such a small isolated incident that is personally between you and GLD, and would not effect the customer service others would receive based on their own dealings. A simple "Hey everyone, make sure you properly prep these diapers. GLD told me one wash, but more is needed. Do so because they cannot exchange or refund should you make an oopsie" would have been enough for everyone to get the gist and make a choice as to if they should keep doing business with this company. But to make it that so many are not even giving GLD a chance, is a bit cold and rude. I have seen many people so far not even try GLD (and getting the bamboo inserts) and avoid the same problem you encountered. Both parties seemed a bit rude and snappy, and I believe both are at fault here.

Sarah Poe: Who's "oopsie" Donna? Certainly not Casey's. She was TOLD one wash was a sufficient prep. How many reviews have you read on diapers? EACH customer's experience should alert other potential customers on how they should expect to be treated.

Donna MacDonald: Sarah? I am not being rude, sorry you feel that way. I guess with online typing, its not the same as hearing someones tone when speaking to them in person. I think this whole situation from front to back has this issue. Because to me, you are attacking me and being rude yourself. I do not intend for this to start an fight, and from now on I will not respond back to any comments, hurtful or not. Thank You for your $0.02.

Becky Rowe: Hmm. Obviously there was a miscommunication here (email is such a horrible way to communicate, isn't it? It's so easy to read tone in where none was actually intended). But, from a business perspective, word of mouth is so important in any ...customer-service related business. It might have cost this company $50 or even $100 to replace the soakers, but they would have had a happy customer who would have not only have given the company more repeat business, but who also would have told all her friends about how great the customer service was (word of mouth spreads like wildfire among new moms! I have a 5 year old but I remember how important that social connection was when mine was small). Now, not only has Greenline lost Casey's business for good, they've inadvertently turned away who knows how many other customers. I'd say Kyle probably should have eaten the cost and looked at the bigger picture, but just because you sell a good product doesn't mean you make good business decisions.

And in my opinion, 5 washes is excessive. New moms don't have the time to prewash something five times -- who does? Considering how many kids experience skin irritations from dyes, why do the soakers need to be dyed anyway?

Sarah Poe: Great non-apology. I'm talking about the issues here and have not wavered from the topic at hand. You told Casey she was cold and rude. You told me I'm rude. You've told her how she should have posted a review, how she should have done "a l...ittle research", and how she should have just accepted the damage and bought something different. You've insinuated that Casey was at fault here when the issue is customer service and her valid experience. We should be grateful for the transparency and honesty available in a forum like this.

Erin Burr: Absolutly Sarah. A review is an honest account of one persons experience with the company.Every time I make a major purchase, I go over online reviews and find them extremely helpful, customer service is big deal for me when it comes to purchases. Why shouldnt Casey tell it like it really happened? I kinda wonder about people that become a martyr to company because they have had a good experience...and I almost wonder why they would go so far as to stand up for the good moral character of this business.

Kassandra Williamson: I look at reviews as well and tend to look at how many good reviews vs. the bad.

Natasha Cushman: i just simply want to state in response to Becky's reply.. about the dying of our soakers. Our soakers are no longer orange and green. They are a cream colored bamboo. Thus no dying issues will happen again.

Sarah Poe: I posted on Green Line's wall that I was taking my business elsewhere and to see the reviews and they deleted my comment. I'm part of a cloth diapering mom's group and that was the straw that led me to alert everyone to beware of this company. We get that the new soakers don't bleed. That's not the issue. I wish Natasha would have used this opportunity to apologize or say something about their commitment to customer satisfaction instead of clarifying a mute point.

Brittany Miller: The fact that they didn't delete this review shows that there is NOTHING wrong with this company. The Reviews Tab is used to voice opinons which have no place being posted on their wall. If people are unsure about this company they will rea...d the Reviews.. hence the Reviews Tab.
One persons bad 'experience' will not change the mind of several peoples GREAT experiences :D
Sandi Gough: what is your specific complaint about this company?

Casey Munro: I realise this is a long post, but here goes…

Scenario: Customer purchases product knowing that it would soon be upgraded but wants to buy some existing product and then buy more of the new product. The product arrives and the customer foll...ows all directions given. The product has a problem resulting in damages to other products as well as continued malfunctions. The customer then asks the company for an exchange of products so that they can work towards mutual satisfaction.

Option #1: The company apologizes and offers a full refund or exchange. The customer accepts and is 100% satisfied. The customer looks forward to doing business again and tells others about their experience.

Option #2: The company apologizes and suggest that if the customer would like to order more (upgraded) products they will offer a 50% discount in order to complete the set of products. The customer accepts, orders more, and is 100% satisfied. The customer looks forward to doing business again and tells others about their experience.

Option #3: The company apologizes and offers the customer 1 free product in order to replace the product from another company that was “cosmetically” ruined by their product. The customer is mostly satisfied, continues to purchase more products and tells others of their experience.

Option #4: The company apologizes and expresses their desire to help the customer. The company suggests that they are unable to replace the product or offer a refund but that it is their wish to continue to do business with the customer. The customer is still upset, but understands and is grateful for the company’s honesty and respect and will order again if they feel they will continue to be treated respectfully.

How is it possible that none of these options were tried with me? I know that Natasha and Kyle have a little girl and that they love her as much as I love my children and that they are working hard to provide for her. I know that finances are often tight and I wouldn’t ever want to put their family in a stressful situation. But here I am 27 with two babies going through a bit of post-partum depression and struggling to find ways to make myself feel like a good mom. I read a post about a friend of mine switching to cloth diapers and how good it felt for them to do diaper laundry and put clean, environmentally friendly diapers on their kids. I decide that I want to feel this way and start looking around for cloth diapers.

In my search I find a company that I get excited about. I feel like I’m not only helping my family, I’m helping theirs as well, and I feel good about what I’m doing and I start spreading the news as fast and often as I can. Then when a problem happens I feel stressed because I’m already struggling to keep my house clean, my children content and my attitude positive while my husband is working as hard as possible as a full time student. So I think of something that could help me achieve continued joy and I ask the company to help me out by replacing (preferred) or refunding my liners, even offering to pay the difference. Instead of following any of the situations listed above, I get a rude, insulting email that causes even more stress. I feel even more frustrated, so I write to the company to give them further chance to at least tell me they care about my business, and instead am blown off even more rudely. So I write a review and it gets quite a few responses – some good, some bad, some almost offensive.

Then I notice that this company who could not afford to help me in my situation is giving away diapers in order to promote their products. And instead of looking at my 4 Green Line Diapers with the joy and excitement I once felt, I’m sitting at my computer almost in tears as I realise I’m in a worse situation than I was to start with, $135 poorer, and not able to enjoy something that was meant to better our lives in the first place. At any point Green Line could have asked for my phone number (I tried to find theirs to no avail) so they could personally apologise and try to help me feel better at the least.

It’s all quite unfortunate and sad, and I wish that I had just gone with a known company to begin with instead of thinking I could be a part of something great inside and outside of my house.

Erin Burr: Ummmm actually Brittany the way facebook business profiles are set up they cannot delete these reviews...I'm sure they would have if they could have. Once again I reinterate...THE POINT OF A REVIEW IS TO GIVE AN INDIVIDUAL ACCOUNT OF AN EXPERIENCE. One experience not all. And people can read all of the reviews and make their own decision. But this was Casey's experience, and people should take it into account along with all the others.

Brittany Miller: Yup I agree! And I never once said that Reviews weren't meant for that reason. I simply said that they should be kept off walls and expressed under the Reviews section. If you don't like the product say so under the Reviews as to why..not on the wall

Sandi Gough: well it seems that Green Line Diapers has a lot of very good reviews and very satisfied customers, I think it is unfortunate that Casey has made it her mission to cause them pain. Airing dirty laundry is an ugly thing to do Casey. The honorable thing to do is to keep working with Natasha to find a solution. You seem hell bent on destroying them. I have to wonder why.

Erin Burr: Wow..ok nobody is trying to destroy anyone here. Casey simply put up a post on her own experience (which she is entitled to do and some might find useful). Kyle himself chose to post the emails which has sparked more commentary. Good luck finding any company or product Sandi that doesnt have a negative review....thats why reviews are helpful to other people. Instead of commenting on someone elses review. Go ahead and write your own on the review section.

Casey Munro: Sandi, I think you may have missed some of the posts in this thread. After Kyle posted the emails, I didn't say anything at first. Then Sarah Poe wrote that she wished they had said sorry, so I posted the first email from Natasha. I am not and have never been intent on destroying this company. When I felt offended I wrote back and said that I felt offended. That is when I got a very snappy "final" type email from Kyle. After that email, I decided that I didn't want any other moms to have to go through such an experience and I wrote my initial review.

It was not until today that I received an email from Natasha about this. I really do hope to work with them to find a solution, but I thought I had originally done that. Kyle's words were harsh, accusatory and unfair, but all of these things can be forgiven if there were a genuine apology. I fully intend to, and have always commented on both the good and the bad from GLD.

I cannot believe that you would read my most recent post and come at me from the position you have. I am quite simply very hurt that they decided my business was not important especially after I had been telling so many people about them and was so excited to help them succeed. In any case, I do hope they learn from this experience and that they do succeed. I wish that I could be enjoying my experience as a cloth diapering mom and not busy comenting on my review.

Rebecca Misener: I support Casey 100%!!! good for you standing up for yourself and for you children. I'm very proud of you!

Carmen Bamber-Weber: Ok. First off it's a review people, everyone is entitled to their own opinion. Second, maybe I missed something but why did the company feel it was ok to post e-mails from a client so that others could decide who was right and who was wro...ng, obviously trying to paint the client in a negative light. From what I can read Casey isn't trying to single handedly destroy a company she was just trying to review a product. (in the review section I might add) A company has to expect a certain amount of negative reviews regardless if they're accurate or not. Not sure why everyone felt the need to pounce on someone who was just reviewing a product in a place where they were suppose to be doing exactly that.

Erin Burr: Because I honestly didnt understand why everyone was jumping on Caseys back about this I went ahead and facebook creeped a few of you (the ones who dont have strict privacy settings) only to discover that you are freinds with Natasha on facebook...which I actually find to be rather pathetic.

Sandi Gough: Casey, I just want to apologize if I offended you in any way. I am sorry that your experience with Green Line Diapers is not a good one and I don't profess to know all the details of how it unfolded. All I do know is that Natasha and Kyle a...re wonderful young people who love their business and have put their heart and soul into it. It is not easy as business owners either as I am sure you must understand. They must deal with people all the time and we all know that is not easy. For the most part I believe they do an outstanding job. I hope that you and they can work this thing out and that in the end none of you feel you have been mistreated.

Casey Munro: (*I had received email 9-11 came before this facebook note) Note to all, later this weekend I will be updating my review because GLD and I have begun to work things out. I am thankful for this open discussion even though it got a bit carried away at times. Please stay tuned for my updated review. ... I'd write it now, but I have way too much cleaning to get caught up on!
Thanks,
--Casey
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Email 9: Hi Casey - I just want to say that our situation closely resembles #4. I apologized in our very first email. Aswell, my husband and i did say we couldn't afford to do a refund. So... i'm just wondering where the 'The customer is still upset, but understands and is grateful for the company’s honesty' is on your part?

As far as the phone # goes, you weren't able to find a phone number for us as we don't have a house phone and neither of us have cell phones.

@ this statement "The customer then asks the company for an exchange of products so that they can work towards mutual satisfaction. " - this would be fine if it were to switch for the same style of soaker. However, to exchange for the bamboo soakers and pay the difference of only $1 is just not possible. (it costs us more than that to buy the bamboo material instead of the old material)

also are you able to take a photo of the diapers and how our product dyed them?
thanks, take care
Natasha
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Email 10: Natasha,
I am sorry that my review has gone so crazy. I was originally very offended when Kyle emailed the second time saying [Hello Casey, No, I am not giving refunds on the soakers. Take care, Kyle]. I feel that you never addressed the fact that I felt insulted and that after the email where I said that I was offended you should have apologised again and been more honest about wanting to help instead of writing “take care.” I really cared about your company, and I don’t think there is a single mom who knows me that didn’t hear about your diapers.

You are continuing to act as though I have done something wrong, and you are allowing your friends on Facebook to say hurtful and inaccurate things about my review and about me as a person. In this paragraph [Would you be willing to replace my liners with your new ones (I have 12)? I would pay the difference per liner because I know the new ones are $1 more per liner. Or would could you possibly refund me the cost of the liners? Because you were going on holiday I wasn't able to get as much as I need, so I bought some bumgenius diapers as well. I think I have 6 of them, and 4 covers with 12 liners from you. I really need more diapers and am planning on getting them from you, but I'm finding it very frustrating to have to wash 2 tiny loads of diapers every other day instead of one medium load. I just don't want to dye any more of my bumgenius diapers orange, so I wash your liners seperate from everything else, which is quite frustrating.] I was respectfully attempting to broach the discussion of how to help me with my situation. Kyle could have responded in a number of ways, even with a few extra questions. It was not necessary for him to patronize me by saying [I know what it's like to buy something only to have it replaced by something newer (ever bought an IPod?) but I can't afford to do a trade in or refund for the soakers]. It’s not the same situation at all. I trusted you, and I felt comfortable coming to you hoping for a solution, and instead your husband made me feel as though I was acting entitled and underhanded.

In addition, if Kyle had responded to this email [What's interesting is that I was told that they'd be all done with the bleeding after the first separate wash. And they didn't turn the velcro and BumGenius diaper an "off white colour" as was warned, they turned them orange. I actually find it rather insulting that you would equate this situation to that of buying a product that is replaced quickly by a newer version, because I knew there would be new liners when I bought the old ones. I was so excited to switch to cloth that I rushed my order with you and bought 4 diapers as opposed to just trying one. I can see that it would not make your day to have to replace my liners and you can go ahead and say no, but please don't imply that I am simply trying to upgrade, because I was actually complaining about a faulty product. A product that has already cost me $26 extra buy ruining my other diaper.

If my continued patronage is of no value to you, I will gladly find other diapers and liners that will work just fine. I simply wanted to give you the opportunity to make it a satisfying experience for me so that I could continue to order from you upon your return from holidays. Unfortunately for you, I feel that I will have no problem buying, or even making new diapers, and just as I was telling many people about how wonderful I thought your diapers and especially your company were, (because of the close communication and willingness to help with everything), I will likewise tell people about the new experience I have had with you. I hope in the future you will see that sometimes to lose a little will help to gain a lot.] by saying “I’m sorry you feel this way” and leaving it at that, I would have been less offended overall. But with his second email to me he acted as though I had asked again for a refund and was even more snappy and snide than he was the first time. I didn’t do anything to deserve this treatment.

It was the way in which Kyle spoke to me that prompted me to write the review I did, not the lack of refund. However, I paid $__ for soakers that I expected to work, and instead I received soakers that died things orange and have caused more stress and time-loss than they ever should have.

After using the diapers for a while, I realised that I wasn’t enjoying folding the liners all the time, and I thought that I could just choose a size that I liked, surge around the rectangle and sew them together at the top only so that they would still be able to separate for faster drying time. But then I realised that I didn’t want to put a lot of work into something that I still had to wash separately. So I thought that I had found a solution when I emailed you asking for an exchange. Even if you had agreed to charge only cost for the new liners, I would have appreciated the gesture. Any gesture at all would have been preferable to this. In your most recent email to me, you mentioned that it would have been a different situation if I you hadn’t changed designs. How is this possible? You are only charging $1 more per soaker so the new ones likely don’t cost you much more. If you would be willing to exchange 12 soakers worth $60 (and that’s much more than your cost) why would you be unwilling to exchange 12 soakers worth $72, especially if I offered to pay the $12 difference?

The videos I took are larger files that I'm not sure how to send, but here are pictures that sort of show the discolouration. In the picture it is harder to see the orange on the BG diapers, but easy on your Velcro. The bottom diaper is a new BG diaper and liner that has not been discoloured and the top is the old one that has been dyed. I would like to point out one more thing, and that is that I merely asked for the soakers to be replaced, not the covers even though the covers had been damaged. I wasn’t out to get more than I paid for, rather only what I had paid for, and only wanted to exchange the part of the product that I am concerned will continue to discolour my diapers.

I really wish that I would have purchased your diapers and had them work out as expected so that I could have continued to sing your praise. I wish I had started cloth diapering and experienced the joy that my friends have. I will not give up on cloth diapering, and I honestly hope that you will learn from this experience so that your business will be better as a result. I have no problem updating my review if we are able to resolve this situation equitably.
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Email 11: Hi Casey,
This is Kyle. Natasha has read your email but I would like to say something first

Thank you for for writing back and trying to soothe the stress between us. I better understand how you are feeling and I sincerely apologize. I did not mean to be patronizing when I mentioned the IPod and I believed you purely wanted new bamboo. - Kyle

Hello Casey,
This is Natasha writing now:

We too want to fix this major miscommunication with one another. When looking back i see that we never offered you any sort of option other than that we couldn't afford to return/refund all the soakers. Are you wanting to keep any of the orange and green soakers?? or would you like to send them all back... if this is the case then upon sending them back i could refund you %__ of the cost of the microfibre soakers and then give you a discount towards purchasing the new bamboo soakers (which yes are a natural cream colour and i assure you will NOT dye anything!) :)

Please let me know your thoughts on this...
Thank you for being understanding,
Natasha
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Email 12: Hi there,
I really, really appreciate your email! If it's okay with you, I'll email you later this weekend. I have unexpected company coming, and I really need to get my house ready. If I get started with too much writing and such today, I'll probably never get my house ready in time. But I wanted you to know that I am thankful for your email and that I am just thinking about how to word my reply, and how I feel about your offer.

Thank you so much, I look forward to updating my review and continuing to work things out with you!
--Casey:-)
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Email 13: Natasha and Kyle,
Thank you for giving me some time to think about everything this weekend. I have come to a couple of conclusions about it all, and I hope this email finds you well. I would like to return all 12 of my orange soakers for a __% refund as you mentioned. I would then like to purchase 4 new covers, and 12 bamboo soakers in total just because I'm still finding that my son often soaks through the covers so I'd rather have enough to do more total changes (I think he soaks through because he is such a content baby all the time that I rarely have a chance to do a diaper change between him playing happily and then sleeping -- and I'm certainly not going to wake my sleeping baby!). You didn't mention what kind of a discount you could offer on the replacement purchase, so I'd love to hear back from you on that before I make my final decision on prints and such. Does this work for you?

As far as my review goes, I'd rather not delete all of the comments just because I feel as though the commenters deserve to have their voices heard. I think I can just change my original post in order to further explain the situation, and I can change how many stars I've given you. Would you have a problem with me posting my "clarity and respect" email as well as your response (excluding the actual return arrangements because I don't think there's any reason to make that public)? The reason I'd like to do this is because I think it will clear everything up and make us both look better to both sides of the intense discussion. If this works for you, my review will look as follows word for word. Please feel free to edit this or to let me know if you would prefer that I say/not say anything in particular. Thanks again for choosing to work this out with me, and I look forward to hearing from you soon and in turn updating my review:-)

Thanks,
--Casey:-)

The Review would look like this:

Original Review (1star): I do not recommend dealing with this company as they do not work with the customer to ensure 100% satisfaction.

Updated Review: After my review, a huge "discussion" opened up online. There were people supporting both sides, and there were a lot of strong opinions as you can read below. Just before writing my original review I had received an email that sounded quite final which was the cause for my strong feelings of dissatisfaction. But soon after the explosion of comments Green Line Diapers contacted me again and we opened up a better line of communication. I would like to share the clarification email I sent GLD as well as their response at the end of my updated review. There are rather long excerpts from the original emails because I wanted everything to be as fresh and clear as possible and those excerpts are in green.

Since these emails Green Line Diapers and myself have resolved this problem to our mutual satisfaction and I have ordered more products from them. I am very glad to see that it seems we have all grown as a result of this situation. I am excited to try out the new non-dyed soakers. I have left my review at 4 stars because it was quite complicated getting to this point, but I have high hopes for all of my future interactions with Green Line Diapers. Please feel free to read the following emails and the comments from the reviews in order to make your own decisions about GLD. I believe that GLD is working constantly to improve both their product and their customer service.
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Email 14: Hi Casey, Hope your holiday weekend is going well.
I would like to offer you a %__ discount towards a new order. (this discount would cover the cost of the BumGenius diaper that was dyed). Our bamboo soakers will be ready to ship in about a weeks time.
And as far as the review goes, i think it would be best if the review was deleted and a new one written. I know that many people commented, however i don't find their comments all that relevant considering many of them were harsh attacks on either side and really not appropriate and no longer relevant to our current situation. Is it possible to delete the entire review? and just write a new one. Of course you can mention the previous review but then this way people who decide to comment can comment with proper knowledge that we have indeed worked out our situation. I made some minor changes... Aswell i think it best to leave out the latest emails as they are quite personal. I think if someone asks you about it then you can share the email separately but it would be much preferred if the review was concise but still mentions your earlier 1 star review etc.
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Email 15: Hello again,
I sent an email your way about 4 days ago. I was just wondering if you received it and what your thoughts were. I want to get this resolved as soon as we can so both parties are content and so that we can resolve the issues regarding the review page. Thank you
Natasha
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Email 16: I did receive your email, I was thinking about everything and I'm also finding I just don't have the energy to do so much computer stuff. My husband is super busy with school right now and I'm pretty much working myself to the bone in order to just "survive" around the house with the kids. Anyways, I've come to a few conclusions. I'll send back the orange soakers upon receiving your address. I realised yesterday as I was about to pack them up that I had no idea where to ship them. I would like to send them c.o.d to you and then have you put back $__ onto our paypal account. I'm not planning on purchasing more product from you, but I do wish you well in your future. I will write a completely new review and link to the emails and comments that have been made previously. The __% discount seems a little slim, so I think we'll just call it a day on the Green Line Diapers. I do really appreciate your apology and wish you the best!
Please let me know where I can ship these liners.
Thanks,
--Casey

Yard Sale!

Here's What's Left:

Children's books FREE!

SNES Games $3 each or $7 for all 3
Grand Theft Auto for Ds $8

Genesis games $3 each

Lion King on VHS FREE!

DVD's all under $2.50 Decorative Plates (Mint condition) $2.50

Free Box of Stuff

Clothing $.50 each or $5 for lot

Bike Trailer $175 O.B.O

FREE Airconditioner!

Fabric Steamer $5

Serving Bowls $2.50

Serving Plater $2.50

Knife Block $2

Toaster $1

Serving Bowls $2.50

"Booby Trapper" $10

Pasta Dish Set $5