I am surprised by this article. I have not visited the Palm Springs or SFO store, but have visited the Edinburgh shop in Paisley Close and their traveling store quite a bit and was treated very courteously on all occasions. I purchased my first two kilts from them as well as one other kilt (a special weave), my pc and vest, two fly plaids, a pair of hose, and a plaid brooch. In the U.S., I suspect the company makes more business by traveling the Highland games circuit rather than through its Palm Springs store front and may account, without excuse, the poor service that Hamish experienced at that store.