Another sad shipping story

**Andrew Green** · 12th December 06, 06:43 PM

The website has had a few bugs before. I was considering getting a kilt through them a while ago, and had to email and inquire about larger waist sizes (they drop down only went up to something like a 46 or around there, it might have been the hip section too....been a long time). So I had emailed, and let them know what was up... they emailed, said thanks for letting them know, and had the drop down menu fixed in a few days.

It could be possible that issues with the website were responsible for the misunderstanding between shipping methods, restrictions, and some of the staff. Usually those guys are fairly informed, and generally, informative.

**Riverkilt** · 12th December 06, 09:24 PM

In case you haven't read my Not a Happy Camper thread from last April on this forum, Nick has a response to a number of things that happened to me. Might help you understand.

Not sure Royal Mail would have helped.

Ron

**Nick Fiddes** · 15th December 06, 05:22 AM

I've just notice this thread, and there's a couple of points I'd like to respond to. I've commented in this forum about customs duties before I think, but I'll do so again further later, once I've had time to look into one or two things...

Meanwhile, I'd like to clarify what I believe to be a confusion re. who is being talked about here. We've examined our records, and I believe the year's wait for a jacket mentioned here was actually another company, not us (i.e. we are in fact the "another source".) We were contacted only after this, and supplied a matching vest within three weeks. Please correct me if I'm wrong, but I don't feel we should carry the can for others. Of course like any company we have the occasional order that goes horribly wrong, which we always bend over backwards to rectify (though sometimes this is not easy, when we're relying on third parties). But in this case I believe it's a case of mistaken identity!

Originally Posted by thescot

Hmmmm. I ordered a tweed jacket and waist coat from them one November or December, and it never arrived. And it never arrived. And it never arrived. . . .

I hounded them for months, but got no response.

Then, in frustration, I did it again. They actually delivered the jacket--a very nice one, I must say--in December a year later! I never got the waistcoat. I ordered one that matched from another source.

Be aware that they may--or may not--ship in this lifetime if you order.

Otherwise, I think they're great guys.

**Nick Fiddes** · 15th December 06, 05:57 AM

Originally Posted by Andrew Green

The website has had a few bugs before. I was considering getting a kilt through them a while ago, and had to email and inquire about larger waist sizes (they drop down only went up to something like a 46 or around there, it might have been the hip section too....been a long time). So I had emailed, and let them know what was up... they emailed, said thanks for letting them know, and had the drop down menu fixed in a few days.

Sorry if it took a few days. We'd normally get onto any easily fixed bugs the same day.

But as Adele tried to explain in her original reply, our customer service team works through a back-end system that offers the same options as people see online. This is designed to do two things: 1) offer the choices actually available to us (e.g. Royal Mail just don't pick up heavier packages for overseas delivery); and 2) to prevent us sending out goods in ways that are inappropriate, such as high value high-theft-risk goods by untracked mail. In special cases we can by-pass these failsafes, but in this case the team member I think believed that this was the only option available.

We all know customs duties are a pain in the ***, particularly when the officials are utterly inconsistent from one day to the next and in different US entry locations. This is exactly the same for us in the UK, when we import goods from overseas. As has been remarked, there's usually a trade-off between this and other costs elsewhere - after all, if you're getting a product like a kilt where the largest cost - the fabric - is mostly only made in Scotland, it has to be imported to the US at some point.

There seems to be a widespread belief in this forum that Fedex is worse at charging import duties than other couriers. We've looked into this extensively, and have auditioned every possible courier service. We've also shared data with friendly competitors using other couriers, who tot up exactly the same pattern re. application of import duties. All the courier companies work to exactly the same rules, and it's my honest belief that this rumour that Fedex is worse has grown from anecdotal experience only - generated by the haphazardness of US Customs mentioned above. I can totally understand how a few personal experiences can become generalised to an assumed pattern, which spreads on the grapevine. But we must base our policies on the hard evidence. There are many factors, including price, communications, and reliability. And (especially with the discount rates we've negotiated due to our volume) we believe Fedex gives by far the best service of the courier companies we've looked at. (It's true that Air Mail is more likely to go 'under the radar'; but there are huge downsides there too.)

**Splash_4** · 15th December 06, 06:15 AM

One of the things I like about this board is the number of retailers who visit and comment. Your response Nick, is a reason that I will be purchacing from you in the near future.

**Joe Gondek** · 8th January 07, 11:00 AM

The final chapter to this tale is that Ibefore Chrirtmas I recieverd a bill from Fed Ex

Customs Charge $50.00
Processing Charge $25.00
Fee to Fed X for $5.00
paying the Custom
charge in advance
for me ___________
Total Charges $80.00

This was on top of the $45.00 shipping charge

all of this could have been avoided if their employees shipped to me
via Air mail as I requested
This was an expensive learning experience

NEVER USE FED EX !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

**Kilted KT** · 8th January 07, 11:24 AM

Hmm...Sounds more like Fed Expensive to me!!!

good think the jacket fits well!

**porrick** · 8th January 07, 11:24 AM

Well, I guess I in some way understand...

But, on the other hand there is little to grumble about - the same expenses (well, higher, actually) apply to us customers with just the North Sea between ourselves and Scotland.

Every single link in the chain needs to be financed for the weels to go round. If one doesn't like paying for transportation and import duties, well, there is always the option of not ordering from over-seas. I guess it comes down to priorities...

I appologise for sounding cynical, but I am quite certain those $80 would be spent anyway on other (less?) useful things...

PS
I guess I should add that I am a return customer at kilt.net, and have nothing but positive experiences

**CelticRanger66** · 8th January 07, 01:41 PM

Ordered goods from KILTSTORE, the items are great !!!!

But I have to pay $54 in duties ironically also had numerous other problems with FEDEX but they are far to numerous to get into here. Except to say I was basically blackmailed by their Memphis Center in order to get my items. If at all possible avoid FEDEX. CR66

**thescot** · 8th January 07, 02:21 PM

Nick, I have made many mistakes before, and I hope to live long enough to make a lot more before I finish paying off that farm I made the substantial downpayment on a few years back. I do try to make amends when I do make errors, though, and I try to learn from them so as not to make the same ones over.

I will check my personal email when I get home, and if I am mistaken here, I will certainly want to correct the error. In the meantime, I'm glad to hear that customer service is a concern with you and yours. That always means a lot when dealing with someone.