Wish I could would review the kilt, but I haven't recieved it yet

[Nick Fiddes]

Cheers Mark. I'll look again at the email record and ask more questions if we did indeed fall down at that point. But please be assured that upgrading our customer communications is high on my list once the technology that we're developing is ready. My aim is to have something state of the art as soon as we can. Without losing the personal element of course. Please just message me directly if you've any further concerns. And I'm confident that when you get your kilt you'll love it. Enjoy.

[denmcdough]

I must say, at least Nick is trying his best to rectify the problem. Now that's good customer relations! Good job, Nick!!!!!

[Downunder Kilt]

I'm happy of course to respond here on behalf of Scotweb. As always, we're concerned whenever any customer experiences dissatisfaction, and if we've failed to communicate correctly at any point I want to know about it to address the issue. We do know of one such issue that we're currently addresssing, that I'll explain below. But at this point I'm otherwise failing to see exactly where we've fallen below the standards I'd expect.

Nick, in my own case (fault in stitching of an IOS kilt) I initially used the PM facility and received a response from you that the repair would be given Top Priority and the kilt would be returned to me via the fastest possible method. I then dealt with your Manager and when the repair period went beyond what I would call reasonable time for a Top Priority matter I asked the manager for an explanation of the delay. He said that he had asked the kiltmaker and would ask again and let me know.

I also mentioned that you had given the undertaking that the kilt would be returned to me using the fastest possible method, I suggested this to be time specific courier, not usual courier and he stated that he would have to take that up with you.

In a email that I received from you, the issue of the time taken to repair the fault as top priority was not addressed, nor was the undertaking to use the fastest possible method to return the kilt.

I am not using the PM facility of the Forum as I believe that I have tried to keep the matter private up until now by the use of emails. I also thought that I may have had just an isolated bad experience.

In no way am I criticizing the quality of your goods, the point I am trying to make is that certain assurances were made to me and, in my mind, they were not kept and no explanation was provided as to why they were not kept.

To be fair, your inital contact/customer service staff were excellent each time I phoned, and my account was credited with a number of Scotweb points for the inconvenience of the fault with the kilt.

I think all members of the forum, including myself, can accept that sometimes things go wrong, but when they do, they need to be kept in the loop and be provided with a explanation as to what happen and what is being done to rectify the matter. They should not have to chase the supplier for reasons as to why something has not materialised