I have had nothing but good experiences with Tom, and as I said, I'm still fully satisfied with my Claytor hammock and my past dealings with Tom.
His response was a shock to me.
Yes, she had sent pictures and a full explanation. He might be right that the errant stitch holes will not hurt the hammock, and that the frayed hem could be repaired with a lighter. If it was my 3rd hammock from Tom I might have just gone along with his suggestion. But for an introductory product purchase it is inappropriate in my opinion.
This is a young woman's first hammock. She's an avid outdoors person. She'll probably relay this experience to many more potential customers than I'll come across over the course of the remainder of my life.