Hello, we would like to apologize for your Mother’s recent experience while using our Member's Mark Total Protection Incontinence Underwear for Women. This type of feedback is very important to us, and we use stringent processes to investigate any and all negative feedback regarding our products. If you would be willing to call us at 888-301-0332, we would love to talk to you more in detail about your concerns and see if there is anything that we can do to help.