I ordered a personalized kids towel from Caden Lane as a thoughtful gift to celebrate a newborn. I entered the recipient’s name correctly—James B---. with proper capitalization, which was confirmed in my order receipt and printed on their own shipping label.What arrived was a towel printed entirely in lowercase—“james b--- ”—which looked more like a cheap Instagram handle than a baby gift. To make matters worse, the gift message I had included (and which their team confirmed) was never sent, leaving the recipient with no clue who the gift was from.When I contacted customer service, they dismissed it as “per policy,” despite clear evidence they had made the error. They even offered me a 20% discount to reorder a towel they themselves botched. That’s not customer service—it’s deflection.There’s nothing “custom” about stripping someone’s name of its dignity and sending it out with zero quality control. If you’re looking for a company that stands behind its products and treats gifts with care, Caden Lane is not it.
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