You be the judge

[ncof300d]

I had a customer inquire about kilt sizing, so I very carefully explained in detail the need to have someone with a tape measure evenly at the navel while being sure to keep the tape level. He ordered a size 36 Black Watch. A few days later I received his note saying essentially, "oops, I am bigger than I thought" and he needs a 38. Sent the 38 replacement for the swap at my cost. Now, receive a note saying what he really needs is a 42. That's a 6 inch spread from the original. Like any reputable supplier, I want buyers totally happy, but a third kilt with such a size disparity is a tad curious. Any of you ever have such trouble with your measuring? I will make the swap again, but this one seems more than a little curious.

I agree...36 to 42 is a big change. I would consider getting the first two kilts returned and send him the 42 with a note that you will not tolerate this again.

Also, for in the future you may want to help cover yourself by charging a restocking charge for returned items. I do not like the idea of that, but at some point you need to be sure that you are protecting your business and sometimes protecting your business involves policies that 'filter' potential customer abuse.

[creativeaccents]

I agree...36 to 42 is a big change. I would consider getting the first two kilts returned and send him the 42 with a note that you will not tolerate this again.Also, for in the future you may want to help cover yourself by charging a restocking charge for returned items. I do not like the idea of that, but at some point you need to be sure that you are protecting your business and sometimes protecting your business involves policies that 'filter' potential customer abuse.

Like many, I have concentrated totally upon customer satisfaction and their being totally pleased with some "investment marketing" to develop loyal, thrilled clients. This is my first such experience and while I will do the repeated exchange to make him happy, the priority shipping makes this one a break even. But, I do think that you are right in that at some point any firm has to have policies that protect the client and the seller.

[Jennifer D]

Also, for in the future you may want to help cover yourself by charging a restocking charge for returned items. I do not like the idea of that, but at some point you need to be sure that you are protecting your business and sometimes protecting your business involves policies that 'filter' potential customer abuse.

You might at least note that you reserve this right.

For our wedding my husband was nervous about getting the right size so we drove all the way to the kilt rental shop in the NY to get sized properly. They sent the wrong size except the bow tie. He wore his own kilt and we ran to the local tux shop to buy a shirt. Sometimes even the pros make mistakes.

[Ian.MacAllan]

. . . They sent the wrong size except the bow tie. . . .

So the package didn't even include a handkerchief? They might have gotten that size right too.

Reminds me of a catered dinner at which everything but the ice cream was cold.

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