This season I had a white and black soft shell ride-in hoodie from Planks clothing. The quality was really good and I loved this thing but when I went to clean it, a few large marks appeared on the white. I sent a message to Planks asking what they recommended and they got back saying that they reported the problem to their production team and will investigate why the dye ran. They also offered a refund and to transfer money directly to me. Since I really liked the hoodie, I asked if they had any more in black. Sure enough, a few weeks later, I got a package from the UK with the same ride-in hoodie in black along with a beanie, some stickers, and a note from Ruth at Planks. Super nice to see.
Long story short, every company is going to have things happen from time to time but I thought it was really legit how these guys handled the whole thing. It's good to see that they're doing things the right way.