I finally gave up on ---

[Alan H]

--Kerr Imports.

Back in September I dropped by the Kerr Imports booth at the Pleasanton Highland Games to try on/look at a Charcoal Gray argyll jacket and vest set. The price was great, and they actually offered me a discount, but they didn't have my size (52 L) . The fellow at the booth said he'd contact me when he got more of them.

I waited about 6 weeks and e-mailed. No response. So I waited another week and e-mailed. No response. So I called. A nice woman answered the telephone and said that the guy I'd talked to wasn't there, he was at a Games in the PNW, and she gave me his cell phone. I called, got a rather brusque answer and was told that he'd get back to me.

I waited until Last week and e-mailed again. No response. OK, so fine....I get the message.

So I just ordered a Navy Blue Argyll from J. Higgins. J Higgins has been quite responsive to questions via e-mail. I'll be replacing the buttons, as I'm not keen on the silver ones.

[Bill aka Mole]

Funny thing about customers, isn't it. If you treat them as though they were important to your business, they send you money. If you don't treat them that way, they find somewhere else to spend their money.

[KenB]

Sorry to hear of your unfortunate experiences. I'm glad it all worked out when you ordered from another supplier.

[Alan H]

Not fifteen minutes after placing the order, the fellow at J. Higgins called me, and suggested that in fact, from the specs I sent him, that I would need a 54L. He offered to send me a 54L in black, at his expense (one way, anyway) for me to try on, and then if it's right, they'll go ahead with the order.

I'll have to pay to send the black jacket back to him, but it's worth the $17 to get it at least closer to right.

[rtc872]

That is pretty damn good service for them to even offer sending a jacket to try. It even shows that they considered your needs. You have just experienced two ends of the spectrum there.

[artificer]

Not fifteen minutes after placing the order, the fellow at J. Higgins called me, and suggested that in fact, from the specs I sent him, that I would need a 54L. He offered to send me a 54L in black, at his expense (one way, anyway) for me to try on, and then if it's right, they'll go ahead with the order.

I'll have to pay to send the black jacket back to him, but it's worth the $17 to get it at least closer to right.

That's fantastic, Alan! Night and day with the other place that couldn't/wouldn't return a call.

I'm always amazed that some businesses in niche markets (and let's face it chaps, kilting is a niche market) don't seem to get that word of mouth can bring in more customers, or alternately that bad WoM can and will kill you.

Pix when you get your new jacket, right?

ith:

[Alan H]

That's fantastic, Alan! Night and day with the other place that couldn't/wouldn't return a call.

I'm always amazed that some businesses in niche markets (and let's face it chaps, kilting is a niche market) don't seem to get that word of mouth can bring in more customers, or alternately that bad WoM can and will kill you.

Pix when you get your new jacket, right?

ith:

Yah, shooore, you betcha. It's going to be 6-8 weeks, so don't hold your breath.

BTW, J. Higgins stocks black Argylls. He actually has a 54L in stock, which he'll be sending me. Their prices are competitive with the ebay guys, and the jackets are made in Scotland. For a charcoal crail, you can find it for a lot less on ebay, but only if you're not a 50+ size!! The thing about Higgins is that you can specify the cuffs you want, which is kind of nice.

http://www.jhiggins.net/

[Bob C]

You should ask them to make it with the buttons you want, instead of the silver ones.

[Panache]

You should ask them to make it with the buttons you want, instead of the silver ones.

Good idea Bob! After all it doesn't hurt to ask ...

Cheers

Jamie

[TheBrus]

I'm one of John Higgins's loyal customers, and I believe (in spite of the silvery look in the photos) that the buttons on the charcoal jackets are imitation horn. You can find a photo of those buttons in the jackets section of their website.