Are you dealing with their US office, or directly with Scotland?
Directly with Lochcarron Galashiels Mill Scotland...I live in the Netherlands.

I didn't even bother contacting the kiltshop...they didn't made the kilt, so I turned to Lochcarron straight away.

I'm really pleased with the quality of my Caledonia...part of the reason I ordered another LC kilt.
The Isle of Skye kilt itself is also very well made...just the "add ons" are not well attached...I agree with Matt...must be a rare fluke.

Lochcarron customer support took my complaint very serious and they're probably more upset about it as I am.