Nice complement/ Bad news

**funlvnman** · 3rd October 08, 12:09 PM

As I was leaving work the other day I heard from the hallway, "Hey is that a UtiliKilt, it looks great on you". So I stopped and had a nice chat with a co-worker about kilts, turned him on to this site, and then he told me something disturbing.

He said that his friend had tried to buy enough kilts from UtiliKilts to outfit his wedding party. The kilts were going to be gifts to his friends. He said that UtiliKilt has been completely unresponsive and the staff has had a "I don't care attitude" about the whole thing.

Anyone know anything about this? Is my co-worker misinformed?( I hope so), is this a real problem? I haven't dealt them personaly, I have a local vendor who sells them for the same price as UtiliKilt so I give him my business. I'd hate for a company that makes such a great product to be "sub-optimal" in the customer service department.

Rich

**Cherub** · 3rd October 08, 12:26 PM

Originally Posted by funlvnman

Anyone know anything about this? Is my co-worker misinformed?( I hope so), is this a real problem? I haven't dealt them personaly, I have a local vendor who sells them for the same price as UtiliKilt so I give him my business. I'd hate for a company that makes such a great product to be "sub-optimal" in the customer service department.

Rich

I hate to say it but thats what happens when a good small company gets to big an decides to go retail, They are not in charge of the Customer service anymore. So it's hit or miss, if you find a good vendor keep them. I haven't Bought a UK since the change and probably will not buy another.

**Ayin McFye** · 3rd October 08, 01:10 PM

It happens sometimes that things fall to the wayside when they shouldn't. The best thing to do is find a manager to talk with. If they blow you off, then oh well, take your business someplace else, but like Cherub said, sometimes the people taking care of the customer service aren't the best even if the owners and kiltmakers are good. Sorry to hear about your friends negative experience. Nobody's perfect though.

**Rex_Tremende** · 3rd October 08, 01:22 PM

Care about what, exactly? I'd say you may have only part of the story. Was your friend's friend trying to get a deal for buying in bulk? Trying to use the wedding event as a reason to rush a large order, having waited too long to allow for manufacturing and shipping? If so, then it's entirely possible that customer service isn't the problem but customer expectations are. Of course, there are diplomatic ways to say, "Congratulations on your wedding, but unfortunately, we cannot accommodate your request." I doubt this has to do with the size of the company - large corporations can have both excellent and horrible customer service - but rather with the individuals involved on either end.

Regards,
Rex.

**Finn** · 3rd October 08, 01:42 PM

I can only speak from personal experience, the most recent of which was two years ago...
I have always received decent to superior service from them. On my last order, one of the staff was VERY helpful and did the research while I was on the phone.
Its always possible to have reached an uncooperative employee. Rex' explanation makes sense also.

**JakobT** · 3rd October 08, 03:17 PM

I must say, my experience with the UK people was very good. After ordering a kilt, and having it go missing in the mail (UK wasn't to blame - the USPS messed up), they immediately shipped me a new kilt, which reached me in a matter of days.

**Monkey@Arms** · 3rd October 08, 03:20 PM

People who have never dealt directly with UK are sometimes unprepared for the experience. You are not dealing with Land's End or LL. Bean. Despite their ever-increasing size they are still this "hippy-dippy" company in Seattle, which is usually understocked, and somewhat casual in their approach to customer service. I am not surprised if they couldn't accommodate a large order of matching kilts in multiple sizes. I love the product - the company, not always.

Best regards,

Jake

**Nighthawk** · 3rd October 08, 03:23 PM

Personally, I find the price to be too high, which I see as bad customer service. Same with SportKilt. When I can get a USAK Semi Trad custom tailored for me for the price as an off the rack Utilikilt, or a USAK casual for the price as a vastly inferior SportKilt, I see that as bad customer service. So there you are- my thoughts on the matter.

**Riverkilt** · 3rd October 08, 06:25 PM

I've owned about 15 UKs over the last four years. The "shopping experience" varied over time and with various UK expansions and personnel.

Uncle Otto was the best. CJ's gone now too. There were a few "duds" answering the phones from time to time. If it wasn't a recent experience I'd guess things have improved.

There are similar/better kiltmakers like Freedom Kilts, RKilts, Alpha Kilts if you like that style, wanna work direct with a smaller kiltmaker, and are gonna take this guy on his word rather than make your own decision.

Ron

Ron