Has anyone had a good or bad experience with Burnett's & Struth?

I bought a Patrol Tunic from them, but I had difficulty communicating with my assigned sales agent. When I complained to the owner, she sided with the saleslady. I was surprised, but in the end, I was very happy with the fit!

What I gathered was that the vendor prefers to sell in volume to pipe bands rather than to the individual. But, maybe I had an isolated experience.