Kiltmart in Denial

**kfreeouf** · 19th March 08, 03:03 PM

Well the Kiltmart saga continues. As posted previously, I did finally receive a kilt from them after numerous unanswered phone calls and emails. The excuse I was given for the huge delay in shipping (despite the fact that I had paid instantly) was the employee was out with the flu.
Well, it turns out they shipped the wrong size. I have received several emails from them recently appologizing for the delay and poor communication, now blaming it on the unexpected departure of their employee.
So what was it, the flu or leaving unexpectedly?

Either way, I have a problem with a company that doesn't understand their employees are the official representatives of their firm.

I was offered the option of returning the kilt for an exchange in the correct size. After all the time and hassle it took me to finally get a kilt shipped....even if it is the wrong size...do they seriously think I'm going to take time from work to stand in line at the Post Office to return it to them...possibly never to be seen again? I think not. If I can't find a young piper here in Lincoln that it will fit, I have decided to donate it to my local Goodwill store.
I can't believe what horrible customer relations I have experienced from Kiltmart.

In contrast, I ordered my third kilt from Jerry at Still Water Kilts (a beautiful Night Stalker) and received it within 3 business days. I also received an email from Jerry on Monday to let me know it had shipped. Jerry is a stellar shop owner and certainly the model of proper customer service.

I've learned my lesson and will stick with the owner who is honest, values my business and works hard to keep it.

**northernsky** · 19th March 08, 03:21 PM

Thanks for posting. As can be seen here, there are varying degrees of success with all sorts of Kilt makers. It is good to read about others' experiences, good and bad. My bad might allow another to ask more questions, which might result in a good experience for them. Someone just had a bad experience with FC. I had a great one. I had a bad experience with Kiltstore, others have nothing but praise. It all comes down to doing your homework, which includes using the search button on XMTS and reading what others have said. I'm sorry you had a bad experience and can commiserate. I hope you find a home for it. I'm sure someone could enjoy it, even if you can't.

**Panache** · 19th March 08, 04:55 PM

northernsky,

Did you mean "Kiltmart" or the "KiltStore".

They are Different vendors .

Cheers

Jamie

**northernsky** · 19th March 08, 04:56 PM

Nope. Got it right.

**Panache** · 19th March 08, 05:10 PM

Just wanted to make sure. I have not dealt with the Kilt Store personally but to my knowledge there haven't been many problems with tham and I have seen Nick promptly posting on XMTS to try to resolve issues. Sorry you had a bad experience.

Cheers

Jamie

**ccga3359** · 19th March 08, 07:14 PM

Originally Posted by Panache

Did you mean "Kiltmart" or the "KiltStore".

They are Different vendors .

As I recall that mistake has been made before.

**Panache** · 19th March 08, 08:12 PM

Originally Posted by ccga3359

As I recall that mistake has been made before.

Which is why I wanted to make sure.

Cheers

Jamie

**ForresterModern** · 19th March 08, 07:12 PM

I have dealt with kiltstore.net for three separate orders for mostly accessories, some of which were custom ordered in tartans, clan crest, etc... With the exception of one item from one order (a tartan glengarry which they are having trouble getting from their specialty supplier) everything I got was perfect and very well made, and communication was pretty good with prompt responses to both my orders and followup questions. I will order from them again in the future without doubt.

**Lazarus Corrino** · 19th March 08, 11:46 PM

I just had the same experience with Kiltmart. I placed my order on Feb. 24th and after four emails I finally got a response Tuesday.

I was only told that the employee up and quit, but was also told I could have a refund or continue. Oh, and I was charged the same day I placed my order too. I was getting ready to talk to paypal about it when I got the email. I decided to continue and today I got an email from DHL saying my order was on it's way.

For me, I probably won't be dealing with them again. To bad though because it looks like they have some good stuff.

And I also agree that Jerry is an awesome seller. He's the first person I recommend to people who want to get into kilts.

L

**Ayin McFye** · 20th March 08, 08:16 AM

Originally Posted by kfreeouf

Well the Kiltmart saga continues. As posted previously, I did finally receive a kilt from them after numerous unanswered phone calls and emails. The excuse I was given for the huge delay in shipping (despite the fact that I had paid instantly) was the employee was out with the flu.
Well, it turns out they shipped the wrong size. I have received several emails from them recently appologizing for the delay and poor communication, now blaming it on the unexpected departure of their employee.
So what was it, the flu or leaving unexpectedly?

Either way, I have a problem with a company that doesn't understand their employees are the official representatives of their firm.

I was offered the option of returning the kilt for an exchange in the correct size. After all the time and hassle it took me to finally get a kilt shipped....even if it is the wrong size...do they seriously think I'm going to take time from work to stand in line at the Post Office to return it to them...possibly never to be seen again? I think not. If I can't find a young piper here in Lincoln that it will fit, I have decided to donate it to my local Goodwill store.
I can't believe what horrible customer relations I have experienced from Kiltmart.

In contrast, I ordered my third kilt from Jerry at Still Water Kilts (a beautiful Night Stalker) and received it within 3 business days. I also received an email from Jerry on Monday to let me know it had shipped. Jerry is a stellar shop owner and certainly the model of proper customer service.

I've learned my lesson and will stick with the owner who is honest, values my business and works hard to keep it.

Another option you have is to ship it to one of the guys out here in Arizona and we can personally take it to her shop, get the replacement and then ship it back to you. I know that is a bit of a hassle, but if you truly love the kilt and want it in your size, I would be more than happy to do some dirty work for you. I have dealt with them before and I don't care for their service at all.

the major issue us Arizonans have with dealing with Kiltmart is that you have to call to make an appointment to go to their shop. Their answering machine is always full and nobody ever answers so it's a pain in the butt to get her to meet you at the shop. Again though, if you are out of options, someone out here can help for sure. good luck.