Received wrong tartan, won't fix problems

[Wife2aScot]

I ordered some tartan fabric from this place, and received it a few days ago. It is completely different than what it is supposed to be, judging by the swatches. I've emailed them and they finally responded that they will not let me return the fabric.

I've even had kilt makers take a look and confirm it is a completely different tartan than the one I ordered. However, Scotweb/Kilt Store isn't budging.

How disappointing and what a waste of money! I have no use for this fabric. Never again will I purchase from them . . . I had to chase them every step of the way for this order and when I finally receive it, it's incorrect and leaves me in a bind.

Thanks for reading . . .

[Ayin McFye]

I'm sorry to hear about your issue. Scotweb is in the middle of a big upgrade on their website so this may have caused the undesired results. What fabric did you order, and what fabric do you think you received? Did you order a kilt, or just a bunch of yards of fabric.

What were their reasons for not allowing you to return the fabric? Did you alter the fabric at all by sewing it into something?


They have always been known to have great customer service as well as a great product. Again I'm sorry to hear about your negative experience.


Could you post some pictures of the swatch and of the fabric you received?

[Wife2aScot]

No, the fabric is exactly as I received it. I have no cut or sewn anything on it.

We were supposed to have recieved the MacMillan hunting modern. What we received is something different entirely, we can't really even place the tartan. It looks a bit like other MacMillan tartans as far as the colors go, but not quite. The pattern of the colors is completely different than MacMillan HM.

The reason they stated for not allowing the return was that different weavers have different dyes and this is how we ended up with a wrong tartan. However, the fabric I recieved is NOTHING like MacMillan HM should be. The colors are not the same or in the same pattern. The kilt makers I showed it to have agreed with me . . . it's just a completely different tartan.

I do not have pictures available of the fabric on this computer.

[Paul Henry]

That seems such a shame, but I'm surprised that Kilt store won't deal with it if it has been their mistake, I've had a look at their site and there a many to choose from...not least in the Hunting version.
But as Ayin says it would be great to see some pics if you can get any

[Panache]

I sorry you had a problem with your purchase. As someone who worked in retail for a number of years I read your post and wondered about a few points.

When did you order your material?

When did you receive it?

Did you order a swatch of the tartan before placing the order for your yardage or did you go by the colors on your computer monitor?

You wanted MacMillan Hunting Modern, is this how the tartan you wanted was described on the site? Was it the one you ordered on their online ordering system?

As a tartan is determined by the ratio of threads in the warp and the weft does the tartan you received differ from the one advertised. Tartan material may have different sizes for the sett, but the ratio of the thread counts should be the same.

Is the problem the number of stripes/lines to the tartan pattern, their colors, or their size?

When did you write to Scotweb?

What did you write to Scotweb?

When did they write back?

What did Scotweb write to you when they responded?

Could you provide some of these details to help us understand your situation better?

Tartan material is pretty expensive. I just ordered a swatch from Matt Newsome because my lovely wife is thinking of making me a kilt using Barb's book and I may be getting cloth for Christmas. With the price of quality 16 oz. weight tartan we decided it would be better to check the colors and sett size out first before ordering in the Fall. Even with the swatch we both understand that each dye lot of thread is going to produce subtle variations in each batch of tartan.

Cheers

Jamie

[Nick Fiddes]

Hi Wife2aScot,

Your posting has just been brought to my attention. I'm currently away from the office on paternity leave so I'm not in daily touch with our retail team, and I've not been aware of your issue until now. However, we genuinely always aim to act fairly and correctly with all our customers, of course, and I am very sorry to hear that you're so upset.

You'll understand that I can't really say much more without further fact-finding from our end. But if you can give me a few days, I should be able to find time to make it into the office and gather the background information. I'll then post a further response here, and quite possibly write directly to you additionally.

I'd be grateful if you could bear with me meanwhile, as you'll perhaps understand I have many other things on my mind right now. :-) But you have my personal guarantee I'll respond further as soon as at all possible. Thanks.

[sirdaniel1975]

If they won't take it back, here's what I suggest:

1st if you suspect it's really not the tartan you ordered, take a good quality digital picture of it and post it here or send the pic to someone like Matt Newsome. Once you know what tartan it is, you know what you got!

2nd, since they won't take it back... sell it. Now that you know what tartan it is, you'll know what to sell it as. It's brand new, so don't be afraid to ask high! That's the best way to probably get your money back, since they don't seem to want to take it back.

[Panache]

A complaint from a customer has been posted, the vendor has responded that he is going to personally look into the matter.

Might I strongly suggest that unless Wife2aScot wishes to post either pictures or more details about her purchase that we all refrain from posting further on this thread until Nick can research the matter.

Respectfully

Jamie

[Ozman1944]

I'd let Nick have a chance to check into it first. I'm sure it will all work out. Sometimes the workers tend to stick a bit too rigidly to the rules.

Years ago I had trouble with a girl at the local Bank; Fr. David had died and although I had the Will executorship, Durable power of Attorney (plus for disposition of remains) and Death certificate etc.. She would not accept his last pension check unless he signed it!!!! (Duh!) I even offered to bring in the Urn and sit a pen on it and see what happened(????) But no dice. Finally had to go to the main branch, the guy just grinned and took the check, no problem.

I always give a company a chance to fix things, no disappointments as yet.

[Ozman1944]

Oops! Sorry Jaimie, I was typing when you posted your message.

(I'm a two-finger typist; takes a while).