Just to corroborate what Rocky says, speaking as someone else who is also "in the business," I would say that 90% of the "customer service" issues we might have can be traced back to one of our suppliers not letting US know until a later date when something cannot be supplied on time.

Speaking of the woolen mills in particular, they are generally pretty good about notifying us immediately when we order something if that particular tartan is not in stock and must be rewoven, so we can then inform our customer right away of the delay. However, every now and then they slip up and don't let us know until a much later date. Sometimes it's not until we have started calling to ask about it, and generally if we are calling to say, "Hey where is this item?" it's already getting to be a late date in the process.

Of course the same is also sometimes true of our suppliers for any other item we carry.

Now from the customer's point of view it is US they are upset with because we are the ones they are dealing with directly. And we always try to do our best to apologize and work out some way to rectify the situation. But generally there is only so much that can be done.

It's hard being at the mercy of suppliers at times, but it sounds like USA Kilts is doing all it can at the moment, and as someone who has been in that situation, I sympathize with Rocky!