What should we have to accept when buying a custom made kilt?

[Jock Scot]

No doubt, Jock, the buying procedure you describe is the optimal one, but you know, when living far from the source it is difficult and compromises like the Internet are necessary.

I believe I have recognised the problem of distance and the inevitable consequences of that problem.

[denmcdough]

Hi Jock, you're correct to a point....proximity to the kilt maker, for a good fitting, is most desirable. The thread does NOT show one of an improper fit, it shows one of an improper build/construction.

Many Xmembers have had kilts made without a fitting, but still receive a quality product. I have two wonderfully made kilts, one from a well known US kilt maker, and I never had a fitting, but still ended up with a wonderful product.

Just my .02 cents.

[Jock Scot]

Hi Jock, you're correct to a point....proximity to the kilt maker, for a good fitting, is most desirable. The thread does NOT show one of an improper fit, it shows one of an improper build/construction.

Many Xmembers have had kilts made without a fitting, but still receive a quality product. I have two wonderfully made kilts, one from a well known US kilt maker, and I never had a fitting, but still ended up with a wonderful product.

Just my .02 cents.

Absolutely, I could not agree with you more! The fit, the quality of work etc are all parts of the end product and when all said and done some hard earned cash is going to change hands at the end.

It would be very wrong to mention names, but it is to the great credit of the skilled kilt makers who do make kilts from a distance who have extremely happy and satisfied customers and all credit should be given to them.

[RockyR]

I believe I have recognised the problem of distance and the inevitable consequences of that problem.

I would respectfully disagree... I have made many kilts for customers who I have never met in person. Many send me pictures and I look for fit and hang of the kilt (even if that's not their intent in sending the pic).

It comes down to measuring instructions and construction. One I handle... the construction. If I am not there to do the measuring, then the instructions must be VERY DETAILED. I am most surprised by the lack of instructions some online companies give their customers. Many just have a line drawing of a kilt with one arrow to the waist, one to the hips and one top to bottom (length). I can see in that instance how one could end up with an ill fitting kilt.

However... if the instructions are well written and detailed and the customer follows them to the letter and the kiltmaker makes a quality garment, then the kilt should fit as well or almost as well as if sized in person.

[M. A. C. Newsome]

You are quite correct in that customers come in all shapes and sizes (and dispositions). Most of our customers at the museum receive their items (kilts or otherwise) and we never hear any complaint; or perhaps we receive a quick email saying, "I got my ______ today and love it, thanks!" Occasionally a customer will send a pic of them wearing their new kilt and that's always nice, but certainly not expected.

When there is a problem with a product we always operate under the assumption that the customer is rational and reasonable, their concern is legitimate, and we are going to try our best to remedy whatever the problem might be. As you said, sometimes there are customers that have unreasonable complaints, and while we still want to keep them happy, sometimes that's not possible. (Oh, the stories I could write... and I'm sure anyone who has worked retail will have similar stories).

But I do have to say that the average customer complaint we have to deal with has nothing to do with the kilts we sell; generally it will be about a smaller, less expensive item, and it will be easily remedied. Over the years we have managed to whittle down our customer service problems with kilts to almost zero. We have done this by making sure that the kilts that pass through our gift shop are of constant and high quality. Sometimes this means that we no longer have kilts made by some companies that we used to do business with (incidentally, one of those companies is the same that is responsible for the kilt in the original post).

Let me give some background to explain my perspective before I answer the questions. Speaking for myself, as an individual kiltmaker, I obviously have direct and total quality control over the kilts which I make.

At the STM gift shop, we sell not only kilts which I make, but we sell kilts made in Scotland and imported to the US. Those kilts are delivered first to us; we inspect them and ensure they are as ordered and consistent with the quality we expect, and then package them for delivery to our customers.

Quite a few of our customers come into the museum's shop in person for measurement (or we are able to measure them at a Highland Games). Most, however, phone in or email their measurements.

The few problems we have with kilts are typically due to the customer who has phoned in his measurements and not followed our instructions.

All that being said, here's how I would answer your questions.

Supposing I ordered my next kilt from you,

1) How likely is it that you should deliver me a kilt looking like that?

2) If likely, do you think it to be within your tolerances, i.e. something with which I should have to live?

3) If not within your own tolerances, should you deliver me a new kilt without charge or should you pay me all my money back?

1) Not likely at all! From the pic, it looks mainly like it is a problem with how the pleats were pressed. I've never seen a kilt come through our shop that looked this way.

2) If someone did send me a picture like that of a kilt they recently received from us, I'd have them send it back. If the solution was something I could fix myself, I'd do it. If it required a more major solution, I'd have the kilt remade. Either way, I'd make sure the client got a kilt worth what they paid for it.

3) My preference would be to do what had to be done to get a decent kilt into the customer's hands. Our normal refund policy does not apply to custom made goods (which includes kilts). However, if we did somehow manage to deliver a kilt to a client which was so far below our normal quality standards, I'd be inclined to make an exception to our normal policy if the customer preferred a refund over a new kilt.