Excellent service

[kilted scholar]

I recently ordered a Scotweb essential five yard kilt. I needed it in something of a hurry. The mill could not work on it for three months. Scotweb immediately located a (better) alternative, absorbed the extra cost, and produced the kilt - excellent as it is - ten days early.

I regard this as first-rate service.

[Laird_M]

They're generally pretty good although my last order was placed 21 days ago and was in stock according to their site, but has only shipped today as they were actually awaiting stock.

Their 'standard email' () updates only occured when I chased, so not as happy a customer as I used to be.

[R.S.L. Kiltwearer]

never mind i did not see you locations before i asked my question.

[Nick Fiddes]

They're generally pretty good although my last order was placed 21 days ago and was in stock according to their site, but has only shipped today as they were actually awaiting stock.

Their 'standard email' () updates only occured when I chased, so not as happy a customer as I used to be.

I'm sorry if our site confused you. In fact there were items in stock of the product you purchased, but you chose a different option that wasn't in stock - was why the product was marked as 'in stock' at the category level. I believe it would in fact have advised you of the projected schedule for your specific option both at the checkout, and on the confirmation email after purchase. And yes you'd have got a standard response email answering a status query while it was still within our projected schedule; only once an order becomes late do we generally take over with individual attention, as this lets us focus our efforts where it's most needed. But clearly our information wasn't obvious or helpful enough.

We do in fact have it in plan to improve the status information for orders significantly, with more detail. But unfortunately this can't be done until we've completed a lot more background technical work that is very much ongoing but still some way to go. So sorry that you feel let down. We'll keep trying to improve these systems as best we can.

[Laird_M]

Nick,
Thanks for your reply.

I have to say that I was very surprised with the delays to my order, as I've always found your company to be very professional, extremely helpful and customer focused, and I've always found the quality of your products to be first rate to say the least.

I look forward to the improvements, and know that you will do your best to ensure the happiness of your customers.

By the way, I must congratulate you on the e-book - 'Kilts & Tartans made easy'. A fantastic resource for the novice kilt buyer, and still very useful for the more experienced.

Rest assured, when funds allow, I will be placing more orders with your company.

[Hebridean]

I agree, excellent service - I've recently received my order in good time and without any problems, unlike another unamed company(who operate on ebay) that I had a lot of trouble with earlier in the year.

[creagdhubh]

Amongst only a handful of other Highland dress companies, I have been a patron of Scotweb since 2006. Nick, and the entire Scotweb team, are true professionals within the Highland dress industry. Very few companies left, embody such a high-caliber of customer service and excellence.

My hat's off to you Nick!