Speaking of Stillwater...i ordered a heavy weight wool in the black shadow tartan last night. Unfortunately Jerry's site had it listed as in stock for the 40" and in fact it was not in stock. Well stuff happens as they say. This morning i not only had an email letting me know it was not in stock but he had already refunded my card. ( to bad my bank sucks a** and it wont actually hit my card again for 3 days). He also called me, although i was out mowing the lawn and missed the call.
Jerry's response was quick, he admitted the fault was theirs and he sent me a code for a full discount on shipping so when my bank puts the money back i can order another tartan. Now i could just go buy another kilt someplace else and say " their loss, they should have updated the site". Will i? Not on your life. I will wait patiently ( ohh the jones!) until the money is back and exactly one second after that happens i will be on the Stillwater site ordering another kilt. Precisely because the customer service is first rate. In the online world of buying and selling, customer service is EVERYTHING. With hundreds of vendors to choose from, doing business with a company that dosnt value my business is insane. I am frequently amazed at some of the threads here about people waiting weeks for items that should have shipped sooner, and getting no response from the company. The first time my call or email wasnt returned i would be calling my bank and charging that purchase back. It's bad enough that some companies dont seem to want to return communications regarding sales. Fine, if you dont want my business i will go else where. But if a company already has my money and ignores me..thats when i get irate. And for any kilt makers/resellers on this forum...take some notes from Jerry and the other companies that advertise and post here..you can even get away with products that are a little bit on the cheap side (not that our advertisers stuff is) as long as you have good customer service. Combine that with a GREAT product and you get a business that will receive order after order after order.