This is not Vass-specific (with whom I have very little experience) but applies to a number of craftsmen or firms in various parts of the world. In theory, in these days of instant communication every special order ought to be accompanied by a conformation of what was discussed and what was agreed. If the order is taken face to face, the craftsman is taken down the agreed specifications and the client should be given a copy, which can be either a computer print-out or a photocopy of the order sheet. Not forgetting the approximate completion date which also should be given in writing. If the order was given by e-mail, it might take several mails back and forth until all the details are clarified. Nevertheless once everything is clear, the conformation with all the specifications should be forthcoming. This “contract” should be binding to both parties, unless at a later date some alterations or changes have been mutually agreed. Unfortunately there are quite a few firms who for whatever reason (be it sloppiness or arrogance) come up with goods that are different from what was agreed. It wouldn’t be the first time that a customer on Savile Row who had ordered hacking pockets, was presented with straight ones (or vice versa). In these cases of miscommunication with nothing in writing (apart from the firm’s squiggles) it is very difficult to establish where the boo-boo has occurred. If the firm is not forthcoming with a confirmation of the agreed details, send them you own list of the agreed specifications by e-mail. If, for one reason or another, the finished product deviates from these specifications, you have a much stronger base to argue your case from. You can still accept the product as is, but at least you can negotiate a discount. I do not agree with the “don’t rock the boat” attitude that has been expressed here. If the company has made a mistake, they will have to rectify it (one way or the other). If you let them get away with it, they will never tighten their house-internal quality control.