Customer Service Expectations

[Riverkilt]

I know that my expectations are the source of my resentments...so looking for some perspective on non-traditional kiltmakers.

Customer service seems to run between unbelievable...phone calls, quick email response...all the way to being ignored.

I'm a new kilt junkie...have four in and eleven on order.

At AK, Michael called me to thank me for ordering three more AKs after trying the first and liking it. Got an email update that they're due in soon. Emailed back asking about a brown belt...I really like the black belt I got from them...but have had no response in six days. Seemed a simple question.

At Rkilt, Robert got ahold of me by email when I was deciding between a leather UK and a leather RKilt. Decided on the UK, then my credit card company upped my limit so I emailed him to ask about a brown Rkilt, but no response in four days...

At Sportkilt...James posted to this board, I thought, here's a chance to talke to a VP about being shorted on my Macdonald tartan sash ( its only 66" rather than the standard 96"...really want to buy more kilts from them but they've been very slow in responding, and totally non-responsive off their website email. Haven't heard anything from James since I emailed him on 10/2.

UK gets back with what I'd expect - same day or next for email.

Steve at Freedom Kilts is very responsive.

Jeff at Pittsburgh Kilts is very responsive.

Even though I haven't bought from him yet, Rocky at USAkilts gets right back on email.

My work hours make calling not an option most of the time.

Feel like there's a secret handshake or something I'm missing.

Any help, ideas, to communicate with the unresponsive outfits appreciated.

Thanks

[Mychael Sporrano]

Hi, Riverkilt-

I don't feel that your expectations are unreasonable. In my opinion, offering prompt communication is a very important part of good customer service. At least that is one of the measures which I use in assessing a business. It is really aggravating to wait a few days [or into infinity] for the answer to a quick question, and unless a subsequent reply prefaced with an apology and a good excuse is tendered, having to do so does color my opinion of the purveyor in question.

Secret handshake? I figure that showing interest in a product or service should suffice. When it doesn't, I take it as a sign to find another purveyor.

So far, where traditional kilts are concerned, I have seen exceptional service from TFCK and Kinloch Anderson with the former answering multiple emails per day while KA tends to answer once per day. Nicolson Highlandwear has been bad about answering my emails, slightly better in returning phone calls. Linda Clifford and Chris from Southern Celt have been good, as has Shetland Piper. Kiltstore.net has been good sometimes and slow to respond other times. I would like to throw some biz their way since they are our sponsor, but I admit to still having some reservations in that regard. David at Scottishkilts.net has been VERY helpful, and The Scottish Lion has for the most part shown good customer service though at times I think that they could be a little faster responding to email.

Where the casual kilt is concerned, your list is pretty accurate when compared to my experience. PK and USA Kilt are good at answering questions. Where USA Kilt is concerned, I would like to try one of Rocky's kilts but first want to see my pair of Bear poly/vis kilts to judge if I like the fabric. Speaking of our friend from Vancouver, Bear can be zippy, or he might take a day to get back to you, or he might not respond at all. Bear sees great press on this board, and that helps boost his rating with me. AK has been okay... I recall a question I once asked taking a week to be answered. I also asked a basic belt question another time and received a phone call what seemed like 3-4 weeks later with the answer. I haven't dealt with SK or FK. The few times I have had occasion to query UK, they have taken a couple of days to return my emails. I recall one email never having been answered at all.

That'd be MY list.


Mychael

[Blu (Ontario)]

... At Rkilt, Robert got ahold of me by email when I was deciding between a leather UK and a leather RKilt. Decided on the UK, then my credit card company upped my limit so I emailed him to ask about a brown Rkilt, but no response in four days...
Any help, ideas, to communicate with the unresponsive outfits appreciated. Thanks

Robert also does a bit of short term contract management work periodically. Hang in there. I'm quite confident he'll respond soon. The wait will be worth it.

[macwilkin]

Darren @ Hector-Russell in Toronto is BRILLIANT when it comes to customer service & rapid turn-around in answering e-mails, etc.

Cheers,

T.

[irmavep]

My expirience with Amerikilt was worse than yours. After I ordered I waited a week expecting some kind of Thank You for your order. I got nuttin' I emailed to ask if the order was even received. Did get a response to that. I then emailed three different times asking about a different camo pattern, still haven't heard from him on that, over three months now. In the email sent telling me the order was received Michael said it would take 3-4 weeks from order date. After 5 weeks I started emailing asking if order was ready or lost in the mail or ?. Never got anything from that either. Order showed up quite unannounced on the sixth week. I am happy I got them, and I like to wear them. The fabric on the putty is really nice, But with customer service like that I will never get anything from him again.
John

[Freelander Sporrano]

Darren @ Hector-Russell in Toronto is BRILLIANT when it comes to customer service & rapid turn-around in answering e-mails, etc.

Cheers,

T.

That goes for Linda ( sales@hectorrussell.com )at HR at Drumnadrochit (I know Colin,I know I love that name too)too

[phil h]

At Rkilt, Robert got ahold of me by email when I was deciding between a leather UK and a leather RKilt. Decided on the UK, then my credit card company upped my limit so I emailed him to ask about a brown Rkilt, but no response in four days...


he posted a reply to another thread and mentioned just having shipped 7 kilts,so maybe he's been busy.
I have had excelent service from rob. he even drove way out of his way by about an hour to measure me for my leather kilt , because my car broke down.
also I have had a sporran and a belt from him, both needed some adjustment,he fixed the prob in a timely fashion. maybe he has a prob with his PC?
if you don't get a reply today, I'll hunt out his phonenumber and give him a call for you.

[Raphael]

Jeremy @ Stillwater Kilts is great in responing to emails. I emailed him last Monday Night and he response to my email within an hour. His response is by the qucikest in any industry.

[bubba]

on the UK, then my credit card company upped my limit so I emailed him to ask about a brown Rkilt, but no response in four days...

Robert is going on a road trip. He emailed me to see if he would be passing anywhere nearby where we could meet. He's going to Winnipeg and Chicago.

[Riverkilt]

Thanks for the feedback on Robert's travels. Got an email from Michael at Amerikilt. He's been busy too. Says he triages his emails...that makes sense. Asking a question about something he doesn't normally stock fell to near the end of the list.

Guessing Robert triages too.

I think I've somehow made Sportkilt's "black list." Oh well, I'll live.

The mail's running again today and I have at least three packages waiting at the post office...hopefully some of them contain MUGs.

Its my 60th birthday today, so there may be some, gasp, "non-MUG" gifts waiting too....