A very UNFORTUNATE experience...

[Mike1]

OK, you two, let's leave religious reference and preference out of the discussion.

[Scott Gilmore]

I've followed this thread on Mr. Gerli's treatment by the Scottishstore.com with some interest. I was, as were many of you, appalled at his treatment. As a show of solidarity, and to demonstrate to merchants that such treatment is not without consequence, yesterday I e-mailed the sales address posted at Scottishstore.com indicating my sentiments. My e-mail read as follows:

Your poor treatment of fellow poster at the X-marks forum Alexander Gerli has not gone unnoticed (http://www.xmarksthescot.com/forum/s...ad.php?t=20523). I will no longer include Scottish store when considering online purchases.

Regards,
Scott Gilmore

The response I found in my e-mail box this morning confirmed Mr. Gerli's portrayal of the quality of treatment customers of Scottishstore.com can expect.

Poor service? By that comment, I now can confirm that he has not told the whole story in truth.

Good luck

No explanation was given. Rather than calmly explain how Scottishstore.com offers good customer service, how this unfortunate situation has gotten out of hand, and most critically, how Scottishstore.com intended to correct the situation, the respondent - who failed to so much as identify him or herself - simply accused Mr. Gerli of duplicity.

A combative approach to customer service is a bad sign. Danger Will Robinson!

Nevertheless, in the interest of fair play, I made a second attempt. My e-mail back to sales@scottishstore.com read as follows:

Mr. Gerli has taken his case directly to a large constituency of potential customers; enthusiasts known to spend significant amounts of disposable income on the very products you sell. That forum, however, is not private. You are welcome to join, and, as long as the discussion remains polite, state your counter arguments. I'll grant, of course, that initially you'll be at a disadvantage because you "got out of the gate" last, but, for what it's worth, should you choose to join the discussion you'll find at least one poster ready to give your side of the argument full and fair consideration.

Having extended that invitation, I'll close with a suggestion. You may not want to accept this invitation unless you are perfectly comfortable with your business interactions with Mr. Gerli.

Regards,
Scott Gilmore

Sadly, Scottishstore.com's second response again confirmed Mr. Gerli's characterization of their customer service skills as did their first response. Even though I identified myself by my full name and my relationship to Mr. Gerli as a fellow poster at X-marks (along with a hyperlink to this discussion), this is the response I found in my e-mail box on arriving home this afternoon.

Who are you anyway? This is not your order. We do not speak to third parties. There is something called data protection and privacy. Also, I am not going to justify any comments made by a customer that refuses to speak to me based on his preference to speak to a male counterpart. If someone calls here for information and I assist them and give them excellent service and update them to their satisfaction...and the customer turns around and has you speak for him. We will not waste any further time on this nonsense.
Good bye.

Fair warning to one and all.

Regards,
Scott Gilmore

[Tattoo Bradley]

WOW!


Thanks for verifying that for all of us Scott. I definately will not consider any purchases from them.

[MacTavishOfJapan]

Flipping heck, do these people have a business death wish??

Definitely blacklisted.

[bubba]

I smell bra smoke

[michael steinrok]

I smell bra smoke

Ouch Geez Bubba! I thought you were better than that? It is an unfortunate situation and there does not appear to be a workable solution. I'm just glad it wasn't one of our regular sponsors.

[bubba]

Well, the woman did make it an issue that the customer wanted to talk to a man, regardless of the fact a someone was asked for the customer had previous contact with so that tells me something about her attitude and the chip on her shoulder. She elected to make it a gender issue when such was not the intent. I say again, I smell bra smoke.

[Alan H]

All righty, then....TWO X-Marks people have unpleasant interactions with them. Looks like apattern to me.

So much for THAT.

Look at it this way.....they won't be in business for long, or if they are, they'll barely be getting by.

[angerli]

Hi, Scott and everybody!

Wow, Scott, I didn't think you'd get any kind of a response, but she really shot her FemiNazi self in the foot. That's a great comment, "I smell bra smoke"! HA! She probably wears a bullet bra...one of them pointy jobs from the 1950s.

Sure is sad when a merchant loses all sense of customer respect and gets on their high horse, all for what? Goodness, she told me in her first rambling missive that she wouldn't bother checking into X Marks. Must be she feels she's above doing that. Of course, she's never been bold or honest enough to state her name either. That tells me she's got something to hide. What a shame.

I'm glad I have some extra yardage of my Dress Red ManNicol left over from having a bow tie and braces made. I'm going to have a set of flashes made from that, so that'll be fine. As for The Kilter luggage, methinks I may never see that now, even though I've paid for it. Might have to chalk that one up to experience, but I'll wait several weeks more to see if the DHL truck shows up with my package. At least Ms. Nasty's partner, Colin, who has been a PERFECT gentleman all the way, told me that The Kilter was coming DHL on account of the weight. We shall see...

Sandy

[Hamish]

Just to add my final word on this sad and sorry business - and I extend my sincere regrets to Sandy that he should have been treated in this appalling manner by, whom I take to be, a fellow country-person of mine (although that is difficult to determine in this day and age!).

My one transaction with this Company, whilst processed faultlessly, will be my last.

Throughout the six weeks or so of my dealings with them, I did not have the dubious 'pleasure' of speaking with this 'lady' or any other - my order was taken over the telephone, very efficiently and courteously, by a young-sounding chap by the name of Logan. I called again a week or two later, to place my additional order for the decorative sporran chain, and spoke with Colin. It was Colin who subsequently called me back to advise me that my complete order was being despatched that day........ and it was.

I have passed their shop many times, but never ventured in since it looks slightly 'touristy' (but not as badly so as 'Heritage of Scotland' and the other Gold Brothers shops in the same area).

As a word of warning, The Scottish Store trades under the following:

www.scottishstore.com , www.scottishbride.com , www.scottishgroom.com , www.edinburghkilts.com , www.masonicstore.com and www.castlekilts.com - which all seem to lead to the same website!!!