What should I do?

[M. A. C. Newsome]

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!

[madmacs]

At least it's only another few weeks... I get to wait months...

[artificer]

I would like to point out that Rocky didn't have to "out" himself as the kiltmaker is question. Every time , dealt with USAKilts, I have always felt that Rocky has gone the extra mile to make sure I understood exactly what I was getting. This is pure gold in a business relationship.

Here Here!

As someone who is also dependent on others to make materials for me (as I don't trap and tan my own leathers and furs :lol) I can vouch for the fact that being at the mercy of our suppliers can lead to unexpected twists and delays.

I recently ordered several pigskins to do some brass cantle work. The tan came in exactly as described, the black pigskin (from a different vendor) came in thin, nasty and carded.

I ended up having to let the commissioner know that the material we had originally agreed upon (in fact, that I'd suggested) wouldn't work. In the end I found a very good replacement in cowhide (as pigskin very difficult to find in anything but "lining" weight these days), but I still felt like I'd had the rug yanked out from under me, and by extension, my commissioner as well.

The end result was good though.



ith:

[Father Bill]

I have to say that I understand all of the reasons given. In my case (a company in Edinburgh) they didn't answer E-mails and I couldn't get them on the phone. Very different from Rocky's very public and voluntary information.

I finally got their attention when I asked the credit card company to pull my payment to them for non-delivery. All of a sudden they called and were interested in my business and in keeping me informed as to the nature of the problem. After that experience, I did not allow payment to them until delivery.

[Laird_M]

As someone who used to be in the print business, I can fully understand both sides.

As the customer your PO'd as you have to wait for the supplier to supply the guy you ordered stuff through and want to vent your full frustrations on the poor schmuck.

As the 'middleman' supplier, you're PO'd as you reputation is in the balance due to the guy you ordered the platinum edged cardstock from for letting you down, which is letting your customer down. And when the customer has ordered wedding stationery (invites, thank you cards, menus, RSVP cards...), you REALLy do feel the heat!

Hang with it. I've not used Rocky but have heard a lot of good things about him, his wares and his customer service. It'll be worth it in the end.

[The Monk]

Rocky actually does give all three, quality, support and price. I looked all over at various kilt makers before I went back to Rocky for the order I dropped a couple of days ago (third kilt from him). Hang in there, I know you're disappointed now but you'll be really happy with the final result.

You can get slight comfort from the fact that I've got longer to jones than you do.

[Riverkilt]

If its a kilt from Rocky its DEFINATELY worth the wait. And, as others have said - "It ain't him." I've owned 25 USA kilts so I know what I'm talkin' about here.

Most of us have had similar experiences - its almost like an initiation. My first kilt wait was over 90 days for a Utilikilt.

The more kilts you buy the more you learn to order and let the process happen - unless it gets ridiculous. You can avoid problems by dealing direct with a kiltmaker - as you have - and avoiding middle men.

[piperdown]

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.

I just received a beautiful handmade kilt from a vendor on this forum. I ordered in Jan with an agreed upon wait time of 22 weeks (he is a busy man).
The kilt was finally delivered approx 7 weeks past the 22 week time frame.
I have to say I was anxious/a bit miffed that it was taking so long to be finished. There was good communication between us though which helped.
It was more than worth the wait. This kilt is spectacular and everything I could have hoped for and more. It was well worth the time it took. The jonesing was half the fun as well. I felt like an expectant father.

Hang in there. Though I have not had the pleasure of doing business with Rocky, everything I have read on this forum regarding him is first class. It will be well worth the wait and you will appreciate it even more when it arrives. I know I have with mine.

[piperdbh]

For my most recent kilt, I was measured in April and received the kilt on the 20th of December. (It was from a different kiltmaker.) Yes, it was along wait, but it was worth it. Hang in there. Rocky will do what he has said he will do.

[ForresterModern]

I have pretty much given up on jonesing, and on expecting anything to be delivered on time, kilt kit or other stuff. I NEVER order something that is time critical for delivery, because there is almost always disappointment attached to the act. If you need something by a specific date you had better have well laid back up plans because they will most likely have to be instituted when it comes to ordering stuff to be delivered and it doesn't show up on time as "promised". The rest of the world runs on its own clock, and it is the rare vendor who actually gives a d@#$ about keeping the customer satisfied, although they do exist, and many of them are vendors here on the forum.

For my kilt related orders I keep a running list of what I have ordered and the date it was ordered, along with an estimated expected time if one is provided by the vendor ("It's in stock on the shelf right in front of me, I am putting it in the envelope right now and the postman is waiting for me to lick the stamps"---yeah right). Every time I order something I check my lists for outstanding items and whether or not we have reached the expected delivery time or not, and I start making emails or calls to check on anything that is starting to seem a bit more delayed than expected. When something arrives I check it off the list, as long as I am satisfied with it. IF I have to send it back I put it on the list again. Stuff will eventually arrive, and you only have to do two things: not have high expectations about timely delivery, and keep a running list of stuff ordered and when you should realistically expect its delivery. Jonesing is the watched pot approach----instead take the laid back approach, set it aside after the initial excitement of ordering, forget about it, then rejoice in the surprise when what you have ordered actually arrives. Saves a lot of bad emotional churning from when you spend your time and energy stewing wondering where the heck that xxxx is I ordered. When a vendor exceeds your expectations be amazed and joyful, and be sure to review them here so the rest of us can share that joy with you as well as know what kind of experience to expect if we use the same vendor.


jeff