I'm extremely sorry to hear of your experience Andy.

I found them nothing but helpful when I visited last October and my order was delivered within three weeks. It was for a kilt though not a jacket and I was very pleased with the result - I wore the kilt at Harpenden the other week and also back in January at Caerlaverock.

I myself would use them again but it certainly sounds that besides a refund, an apology is due in your case.