Having to get a refit is very common with customs, and I don't that has any bearing on whether the company screwed up or not and it doesn't demand being reported every time.
My first Livewires needed to be sent back twice but eventually were a perfect fit. My second Livewires we almost perfect but still a little loose in the right ear where I could break the seal too easily. I used some Tamiya clear glossy acrylic paint to add layers to the ear canal portion which improved it - although I feel like I might need another layer or two.
My Freq Show had a decent seal but could be broken with drinking liquids, and the ear canal portion was shorter plus at least 1mm smaller diameter in the ear canal portion than my livewires. I also had issues with the sound and some midrange resonance in my right ear canal. They re-did them for me with a longer ear canal, but the right would still break the seal too easily. I did the acrylic paint fix to the right ear and they are almost just right, but like the second Livewires I can still break the right seal with a big grin or drinking water.
The Westone ES3X showed up with the perfect fit and sound, and still 4 months later still fit perfectly, with a tight seal that wont break for anything. And they fit some well I can wear them for hours and hours without any discomfort.
The UE11Pro showed up with a good tight fit that wont let me break the seal for anything, and at first they were very comfortable. But over a couple of days I felt there was a mildly sharp edge/ridge in the left ear canal - it was likely an artifact from a groove made by the string that was attached to the cotton ball at the end of my impressions, that didn't get smoothed out enough in the final shell. I probably could have lived with that, but with repeated insertions and removals to compare IEM that one spot under the sharp ridge was getting very tender, so I sent them back a week ago and they should ship back to me Monday.
There are just things that happen when getting a custom product like these, where you have to be prepared for a re-fit and modifications (or not). I do not hold it against the company if that needs to be done, and I wont hold it as a reflection against JHA if that happens.
HOWEVER, I am not excited about the size and placement of the JHA logo in the photos posted here. It should be slightly smaller and rotated a little so that the rear is tipped up a little higher. Right now it looked wedged in there. I will have to write to them about that.