Discussing customer service

I purchased my daughters flower girl dress from them, when it arrived it had pin hole marks throughout the sash at the front. Firstly when I spoke to them about a replacement I was told it must of been done through customs. When I pushed the matter further this is what I received:

Thanks for your new pictures.

From the information of our dressmaker that the pin marks were caused when tailored the dress. Our dressmaker need to fix the pleatings before finish the pleatings. They are trying to avoid such problems when tailor the dress. Please kindly understand that it was not avoid when make pleatings for the dress. We kindly advise you to make the marks hides by the pleatings by hand. Then you could take an iron to make them hiden under the pleatings. Please kindly have a try. We are willing to offer you a $ 10 coupon for your next purchase. Please kindly think over it. Thanks.

We are looking forwad to your reply.

Good day to you !