Great Disapointment with Scottishkilts.net

[Graham]

Sounds like what I find here so much in organisations - lack of communication between staff members.

Having said that, I order hose from them last night, I had email confimation right away, I phoned the order and they were very good.

[GlassMan]

When I bought my Lovat Blue Tweed Daywear/Argyle jacket from Hector Russel they had it to me in 2 days. I'm planning on buying a black Argyle and vest from them in the near future.

When I called their SF store they actually checked to make sure they had my size while I waited on the phone.

[Space Moose]

Poor communication might explain why I was never notified that the order never shipped, but there's no excuse for the agent on the phone on Friday saying "I'll check on this and send you an email in a couple hours." and then doing nothing. I assume he did nothing. I assume that after I called asking how long ago it had shipped and when I could expect it, he did not find out that it hadn't been shipped at all and then neglected to tell me.

There's absolutely zero legitimate reason why I got no email today though. Ater I explained how disapointed I was that I was told I'd be emailed a status and then I wasn't and how not being kept in the loop has really inconvenienced me, and after the agent on the phone apologized, was very helpful and asuring, and said "I'll make sure I send an email out this morning and let you know what's happening.", after I made it explicitly clear more than once on the call that I want to hear back that day one way or the other. There should have been an email in my box.

Other than a physical impossibility of email being sent (I've already received email at that address from them, and I've no spam filters or whatnot), the only reason that I wasn't emailed was that I was not a high enough priority to for them to remember me. This is especially baffling to me that they didn't care enough to do it right after I called in the second time after they'd failed to give me the propper regard, and even vowed to make up for it.

I was nothing but gracious and accomidating while on the phone with them. As I said, I'm laid back, and very understanding. The language and tone of my email this morning is by far the strongest I've used when talking to them. I was a little dissapointed last night that it hadn't shipped, but pleased that scottishkilts.net was going to make it up to me.

I'm certian that I've just been unlucky in this matter. I'm sure that 99% of thier orders go smoothly, and that they don't normally drop the ball with customer service once (especially not twice). But I'm equally sure that the 2 individuals I spoke to just didn't care enough to try to provide me with customer service.

I'll likely order from them again, as they have quality goods at good prices, but I'd be a fool to order something on a deadline from them. There's an old saying that goes:

Fool me once... shame on... shame on you. ... ... ... ... Fool- ... We can't get fooled again.


Craig