First of all I would like to point out a few things. Steve from Freedom Kilts actually saw the product and the only hearsay was by stating the price the customer told him he paid for the kilt. So I really don't see what he had to say was really all that self serving.

Acrylic wool? I've never seen an acrylic sheep before. You must post pictures of one. Or is it that you use an acrylic & wool blend? Now I understand your statement that apparently the kilts of your father and grandfather did not last and therefore a synthetic has been your choice. However, I suspect the overall care could have impacted it because I've seen kilts that have lasted generations.

There are still some business practices that I don't quite trust and if I were advising your customer, I would not trust either. You stated: If he were in the US, I would have paid for return shipping and used our reasonably priced local tailor to make the adjustments. But shipping anything to or from Canada is costly in customs, so I asked him to try and find a good tailor there in Canada.

I would advice the customer to not do this and to have YOU eat the shipping and customs. After all according to you, you are acknowledging that you made all the mistakes with this incident therefore you should eat whatever costs. If he takes it to a tailor in Canada to actually attempt to fix all the problems with the kilt if anything else goes wrong in the process, I fear that he is opening himself up to the fact that you can turn around and say that it's not your problem because Canadian Tailor XYZ messed it all up.

Not that you would do it. By having you eat the costs and everything it would make better business for you personally to prove your worth by correcting it all yourself. Furthermore the thread count was not consistent in the entire making of the kilt therefore a tailor really would not even be able to truly make it correct as the thread count should be consistent throughout the entire garment. Also from the business perspective, if you can't afford return customs and shipping to even Canada, then perhaps you should rethink international shipping in your business module.

I've read what you wrote. As far as I am concerned the jury is still out and you can say whatever you like about the original poster being self-serving. It still doesn't excuse the fact that your company made a gigantic mistake and seems to think that a regular Canadian tailor can fix the situation.