What should I do?

**Celtic Rogue** · 1st September 11, 01:46 PM

What would you do if you ordered a kilt and were told that it should be 8 weeks... (not going to say who) and the day before the eight weeks waiting period is up... you get a call that your kilt isnt going to be done by the 8 weeks and not even by ten weeks! Something about the mills not sending the material etc. and it would be till the end of the month a full 12 weeks.

Well I can understand things to a point... but a little more notice than one day would have been nice as they knew that they didnt have the tartan since day one. This a standard tartan with no special order. They asked if I wanted to change my order but I am in need of this tartan so that isnt an option. I feel like I should just cancel my order?

I just guess I feel I should have been notified sooner. So much for my plans and needs. What do you think? I am just so bummed!

**Father Bill** · 1st September 11, 01:50 PM

Originally Posted by Celtic Rogue

What would you do if you ordered a kilt and were told that it should be 8 weeks... (not going to say who) and the day before the eight weeks waiting period is up... you get a call that your kilt isnt going to be done by the 8 weeks and not even by ten weeks! Something about the mills not sending the material etc. and it would be till the end of the month a full 12 weeks.

Well I can understand things to a point... but a little more notice than one day would have been nice as they knew that they didnt have the tartan since day one. This a standard tartan with no special order. They asked if I wanted to change my order but I am in need of this tartan so that isnt an option. I feel like I should just cancel my order?

I just guess I feel I should have been notified sooner. So much for my plans and needs. What do you think? I am just so bummed!

Exactly what happened to me, and I was some ticked!! And my people were lousy communicators from then on. I was some unimpressed, but... I hung in there, and I deeply love my kilt. The love of high quality long outlasts the anger of poor service.

If you expect that you'll get quality, the annoyance will likely be worthwhile in timem BUT I won't use them again!

**Chas** · 1st September 11, 01:58 PM

I have three thoughts:

Firstly, if you cancel, you will still have a wait somewhere else. I would stick with the vendor, but I would ask for some measure of compensation.

Secondly, it does not take four weeks to make a kilt. In fact it should take less than a week, considering the fact that they let you down. Your kilt should be at the front of the queue and be made as soon as the fabric is available.

Lastly, you need to complain, firmly but fairly. You need to tell them that compensation is in order and you need to tell them when the new delivery date will be. Do not be pushed around.

Regards

Chas

**Inchessi** · 1st September 11, 02:03 PM

Originally Posted by Chas

I have three thoughts:

Firstly, if you cancel, you will still have a wait somewhere else. I would stick with the vendor, but I would ask for some measure of compensation.

Secondly, it does not take four weeks to make a kilt. In fact it should take less than a week, considering the fact that they let you down. Your kilt should be at the front of the queue and be made as soon as the fabric is available.

Lastly, you need to complain, firmly but fairly. You need to tell them that compensation is in order and you need to tell them when the new delivery date will be. Do not be pushed around.

Regards

Chas

Well said. You can be polite and firm at the same time.

**Laird O'the Cowcaddens** · 1st September 11, 02:13 PM

I agree 100% with Chaz on this one. I would rate this merchant with 3 P's (#ish Poor Performance). If you give us all a hint as to the i.d of the offender, I for one will avoid a repeat performance of your difficulties.

**cessna152towser** · 1st September 11, 02:27 PM

Well at least they contacted you to say the kilt wouldn't be ready on schedule, could have been worse if they had forgotten all about you. No harm in asking them if they will knock a wee bit off the price but whether they are required to do so would depend on whether time was clearly an essence of the contract agreed when the order was placed.

**flyingshamrock** · 1st September 11, 03:17 PM

It's extremely hard especially when the jonesing has been in effect for 8 weeks. I agree that you will have to start the waiting process all over again if you switch vendors but things happen for reasons. Maybe this is your chance to back out and go with someone else.

**Cygnus** · 1st September 11, 03:32 PM

Our own Riverkilt has been known to say that you can have any two of quality, service, and price.

If the quality is high and the price is right, then stick with it - the bad service will eventually be a memory (and I'd much prefer poor service to poor quality)!

**BobsYourUncle** · 1st September 11, 05:48 PM

Originally Posted by Cygnus

Our own Riverkilt has been known to say that you can have any two of quality, service, and price.

If the quality is high and the price is right, then stick with it - the bad service will eventually be a memory (and I'd much prefer poor service to poor quality)!

Agreed. Canceling the order deprives you of your desired kilt. This is a situation where punishing them by canceling the order also punishes yourself. Wait it out, take delivery, and then never deal with them again. You get your kilt, they get punished. Done and Done.

**RockyR** · 1st September 11, 06:27 PM

As the kilt vendor in question, I can tell you that we were let down by the mill on the timeframe for the material. Since the tartan in question is not one of the mills 'stock pv' tartans, but one that we special order, there is typically a 8 to 10 week turnaround for US on the cloth (which we try to keep in stock at all times). The material was supposed to be here a week ago, but we just found out today that it hasn't been woven yet and they pushed back their delivery time. We immediately contacted all customers with that tartan on order who would be affected. We also have already written on the order to send a free tshirt with the order for the inconvenience.

I hesitate to give a 'firm timeframe' because i am reliant on the mill to deliver on time. The minute the cloth arrives, the kilt in question will be started and out the door the next day.

While I was not the one you spoke to on the phone, I trust Mac conveyed our apologies for the inconvenience. Customer service has always been our highest priority. If you would like a different tartan or if there's any other way we can assist, we'd be happy to help any way we can.

While I am not making excuses (only explaining the situation), I will say that unfortunately we occasionally get let down by suppliers. USUALLY we have other ways to work around issues with supliers, but since there is only 1 mill we use for PV and this is one of our exclusive PV tartans, they put us over a barrel.

While this is by no means an ideal situation, we did inform the customer the day we found out about the delay and will continue to keep him in the loop as we get more facts.