I have a problem that I am trying to figure out how to address. I have a customer who purchased some cotton-lined training pants from my Etsy shop at the beginning of December. She just sent me a message that the casings around the leg elastic are breaking through and wonders what might be causing this as she's worried to purchase more since they are coming apart. I requested that she send me some pictures thinking it was a certain exterior fabric that I used for one pair but it's the lining around the legs of all her pants that have developed holes. I've been selling this particular item for nearly a decade now and have been using this exact lining fabric and elastic for at least 6 years and have never seen this kind of wear in such little time.
I want to ask how she's been washing them and how often, because I just can't imagine how this could have happened so quickly but I don't want to blame her for the damage. I'm going back and forth between considering how I would want a business to address my problem but, at the same time, I've been doing this a long time and never had this problem show up before, or at least no other customers ever mentioned it. I used these pants myself in heavy rotation with both of my kids (not these exact ones, obviously ) and those pants were passed onto several friends and those didn't have this problem for years.
Any ideas about what to do??