Quote Originally Posted by mudd
Same sort of thing happened to me when I bought my Utilikilt. It arrived and one of the back pockets was no sewn on completely. I called Uncle Otto and he had me send it back for repairs and insisted that he would send me a T-shirt for my trouble. I said that wasn’t necessary, but he insisted.
My first UK came without the "modesty" snap I had requested... When I called, they were great and gave me the options of a partial refund, an exchange or a freeby T. I had the shirt before the week was out. Great service and great to work with.

I think the thing kiltmakers need to remember is that their product is NOT just their goods and wares... it's their service. Keeping the communication loop to your customers open and not letting us hang wondering is the first and best way to keep us happy. It's a small industry with a small, loyal .... and communicative cadré of customers... even more than in most businesses, by keeping us in the loop and feeling included in the process, you will build trust and a good reputation that goes miles! The experience I had w/ Utilikilts is a great example of a company doing the right thing and making it a win/win situation.

Congrats to you ladies and gentlemen who are real entrepreneurs and true craftsmen. My hat is off to you.