Glengarry Hat

[Leonard (MacGregor)Tinker]

I haven't a clue where the pom pom is, it fell off the hat somewhere. If they can send me a pom pom I can sew it on the hat. I have no idea about how to make one though, and don't think I should have to anyway.

Regards,

Leonard (MacGregor) Tinker

[Jock Scot]

I make no excuses for shoddy workmanship, or shoddy customer relations, but did the bonnet arrive with the pom pom(toorie) still attached? If it did, then in my humble opinion you are on dicey ground. However I would have thought that the company that you have dealt with would have been falling over themselves to assist, considering the paltry issue.

I am sure that someone here will come up with the know how about toorie construction, failing that, if my memory serves, there is a bit on toorie construction in the book, "So You Are Going To Wear The Kilt".

[ForresterModern]

Check the labels inside the hat for a manufacturer's name, and if you find one write or call them about your missing toorie. If it is a Robert Mackie (which for that price I would probably expect) I would think the company would gladly forward you a replacement toorie with their apologies. If no label ask Scotweb for their source of the defective bonnet so you can contact them yourself and explain the situation to them. A reputable business will not want its image tarnished, especially in such a public forum, over the cost of a small toorie and some postage. Although it is a small battle it is worth fighting at least a little bit.
Also remember that Scotweb has Nick on the forum---PM him directly with the details of your tribulations and ask him to look into the issue personally and I expect he will clear up the issues.

Good luck and keep us posted of any progress or lack thereof.

[greenfordranger]

Sorry to hear of your situation. I've recently ordered a balmoral from Dunadd Trading Company & paid $73 USD & that was w/shipping I couldn't be happier w/the quality so much so that I placed an order for another I think you get what you pay for from Dunadd. Their bonnets are made by Robert Mackie. Best of luck in the future

[thescot]

For a top-of-the-line bonnet, the toorie falling off is really quite disappointing, but the attitude of Scotwed is much more disappointing. I would think that a toorie worth--what a dollar or less?--would be a small concession to a good customer, even if it was an unreasonable request--which it's not!

But it happens that toories do fall off. I have a military tam on which the toorie came loose, but I was lucky; it didn't fall off, so I was able to resew. it.

Forrestermodern's advice is good. But if you can't get one that way, it's not hard to make one with some red yarn and heavy thread. Use upholstery thread if you do your own; it's virtually indestructable. Good luck.

[Nick Fiddes]

This thread has just been brought to my attention. As many of you know, I'm unable to be at the office or participate here fully at the moment, due to domestic illness and care issues. So sorry it's taken me a while to respond.

First, can I reiterate my prominent plea at the very top of this forum. I'd be very grateful if anyone with an individual customer service issue could do me the courtesy of contacting me directly by PM before starting a public thread. This is neither the fastest way to get my attention. Nor is it the most productive environment for individual customer service questions, since (1) I cannot always communicate so freely publicly due to questions of privacy and commercial confidentiality; and (2) perhaps I am too thin skinned, but the somewhat abusive comments that some individuals choose to contribute for their own reasons do not to my mind help create an open and enlightening discussion.

Having said that, I've just made some preliminary enquiries with the office. I will not name names publicly, but I am told that the product was sourced from one of Scotland's most highly regarded suppliers. But when we approached them with the details of the case, they refused us a replacement. That is currently all I know.

It's obviously regrettable if an individual product suffers a problem like this when still quite new. But to damn an entire company, nay nation, on that basis does not seem to me entirely fair. Our company policy is to source and supply the best quality goods of their sort, from the best traditional producers (and never cheap copycat imports). But however skilled the producer, these goods are made by real people in real workshops, and sometimes mistakes happen. One can ever guarantee every single item will be fault-free. If only one could live in such a perfect world.

I would be happy to discuss the case further with the OP. But I would prefer to do so in through personal contact, rather than in a forum which gives anyone with their own agenda further opportunities to take pot shots at us, which I really don't enjoy.

[Leonard (MacGregor)Tinker]

Hello,

I sent a message to Nick at Scotweb today. I am not damning either Scotweb or Scotland. Most of what I ordered from Scotweb has been totally satisfactory and as far as Scotland is concerned the problem may well be with international shipments regardless of country of origin and with U.S. Customs. International couriers may be part of the problem too.

I certainly hope Scotweb can communicate with the manufacturer of the hat, obtain a pom pom and mail it to me and I expect this will be done.

I will keep the membership here advised.

Regards,

Leonard (MacGregor) Tinker

[Leonard (MacGregor)Tinker]

Hello,

I received two emails today from Scotweb telling me they have contacted the manufaturer of the hat and the manufacturer has agreed to supply a red pom pom. I should have it shortly. Further information as it becomes available.

Regards,

Leonard (MacGregor) Tinker

[oldscubaguy]

Seems to be a common thing to have poor quality merchandise coming from Scotweb...

That has not been my experience at all, the kilts have all been so amazing that the owner of my dry cleaners (in Beverly Hills) stated that it had been a long time since he has seen any garment that came close to the quality of my Scotweb kilts. I also have an amazing handmade sweater I got from Scotweb among many other things. BTW - I have spent over $3500 at Scotweb and have no complaints, only praise.

[Leonard (MacGregor)Tinker]

Hello,

I an NOT complaining about Scotweb's quality. I have been very satisfied with the clothing I purchased from them and I like the Glengarry hat. It was the level of customer service that upset me and I think as of now that issue has been resolved.

Regards,

Leonard (MacGregor) Tinker