What should I do?

[M. A. C. Newsome]

Just to corroborate what Rocky says, speaking as someone else who is also "in the business," I would say that 90% of the "customer service" issues we might have can be traced back to one of our suppliers not letting US know until a later date when something cannot be supplied on time.

Speaking of the woolen mills in particular, they are generally pretty good about notifying us immediately when we order something if that particular tartan is not in stock and must be rewoven, so we can then inform our customer right away of the delay. However, every now and then they slip up and don't let us know until a much later date. Sometimes it's not until we have started calling to ask about it, and generally if we are calling to say, "Hey where is this item?" it's already getting to be a late date in the process.

Of course the same is also sometimes true of our suppliers for any other item we carry.

Now from the customer's point of view it is US they are upset with because we are the ones they are dealing with directly. And we always try to do our best to apologize and work out some way to rectify the situation. But generally there is only so much that can be done.

It's hard being at the mercy of suppliers at times, but it sounds like USA Kilts is doing all it can at the moment, and as someone who has been in that situation, I sympathize with Rocky!

[madmacs]

At least it's only another few weeks... I get to wait months...

[Father Bill]

I have to say that I understand all of the reasons given. In my case (a company in Edinburgh) they didn't answer E-mails and I couldn't get them on the phone. Very different from Rocky's very public and voluntary information.

I finally got their attention when I asked the credit card company to pull my payment to them for non-delivery. All of a sudden they called and were interested in my business and in keeping me informed as to the nature of the problem. After that experience, I did not allow payment to them until delivery.

[Riverkilt]

If its a kilt from Rocky its DEFINATELY worth the wait. And, as others have said - "It ain't him." I've owned 25 USA kilts so I know what I'm talkin' about here.

Most of us have had similar experiences - its almost like an initiation. My first kilt wait was over 90 days for a Utilikilt.

The more kilts you buy the more you learn to order and let the process happen - unless it gets ridiculous. You can avoid problems by dealing direct with a kiltmaker - as you have - and avoiding middle men.

[ForresterModern]

I have pretty much given up on jonesing, and on expecting anything to be delivered on time, kilt kit or other stuff. I NEVER order something that is time critical for delivery, because there is almost always disappointment attached to the act. If you need something by a specific date you had better have well laid back up plans because they will most likely have to be instituted when it comes to ordering stuff to be delivered and it doesn't show up on time as "promised". The rest of the world runs on its own clock, and it is the rare vendor who actually gives a d@#$ about keeping the customer satisfied, although they do exist, and many of them are vendors here on the forum.

For my kilt related orders I keep a running list of what I have ordered and the date it was ordered, along with an estimated expected time if one is provided by the vendor ("It's in stock on the shelf right in front of me, I am putting it in the envelope right now and the postman is waiting for me to lick the stamps"---yeah right). Every time I order something I check my lists for outstanding items and whether or not we have reached the expected delivery time or not, and I start making emails or calls to check on anything that is starting to seem a bit more delayed than expected. When something arrives I check it off the list, as long as I am satisfied with it. IF I have to send it back I put it on the list again. Stuff will eventually arrive, and you only have to do two things: not have high expectations about timely delivery, and keep a running list of stuff ordered and when you should realistically expect its delivery. Jonesing is the watched pot approach----instead take the laid back approach, set it aside after the initial excitement of ordering, forget about it, then rejoice in the surprise when what you have ordered actually arrives. Saves a lot of bad emotional churning from when you spend your time and energy stewing wondering where the heck that xxxx is I ordered. When a vendor exceeds your expectations be amazed and joyful, and be sure to review them here so the rest of us can share that joy with you as well as know what kind of experience to expect if we use the same vendor.


jeff

[Tartan Tess]

And since were on the subject of having to wait because of "powers beyond the merchants control" if your expecting anything from the East coast please remember there are still many many places without power... or roads for that matter .

[tky58]

Fortunately we don't have that up here, do we Tess? Although, having lived through hurricanes, blizzards, tornadoes and war, I pray for all those affected.

Steve
(Morrill, ME)

[Pleater]

We just had August Bank Holiday, nothing Earth shaking about that, but four - yes - four parcels from different and reliable sources have gone missing in the post.

The Post Office is claiming no knowledge, some suppliers are just replacing, one is asking for time to see if it does eventually surface.

Strange and unknowable forces disrupt the smooth running of our lives.

Anne the Pleater :ootd: