Hector,

Sorry for the problem with this order. Of course when anything like this happens we are more than happy to correct the situation.

It appears that you are the unlucky victim of circumstance not once but twice in this situation.

Regarding the kilt pin being incorrect: as you may guess, we do not affix the pins to their backings ourselves in the shop. They come from our supplier already attached to the backings and labelled with the name of the clan.

Very rarely do they come mislabelled. And, I am happy to say, that I am familiar enough with the majority of crests that we stock that I usually am able to catch it as I am either pricing or stocking the product. However, I obviously did not in this case, most likely due to the fact that both crests feature a demi-lion and they are similar enough that it got priced and shelved without my notice.

Also, very rarely do the pins come apart from the crests. This happens occasionally, but by no means often, with pins from all three manufacturers whose crest pins we carry. The few times we have had a customer report an item like this arriving broken, or breaking shortly after arrival, we've always been more than happy to replace the damaged product.

And, of course, we will be very happy to replace both of these products for you. I'm just sorry that time does not allow us to get them to you before the Games tomorrow.

I know that this doesn't help you for tomorrow, but we will correct this order in as timely a manner as we can.

As for the "delay in shipping" not allowing time to overnight a replacement set, you placed the order on Friday and it was scheduled to ship out on Monday by our standard shipping method, which is FedEx Home Delivery, and would have arrived to you by the end of the week. I noticed on Wednesday morning that it had not been shipped on Monday and so I upgraded you to 2-Day Express shipping to make sure it got to you by Friday. I do not know the reason why it was not shipped on Monday, but I wanted to ensure that it got to you in time for your event.

You were not charged any extra for the rush delivery as this was our error. You were also not charged any extra shipping for breaking the order into two shipments so that we could get the stock part of your order to you sooner.

And, obviously, we will not charge you any shipping for the replacement items we will be sending you. But my point here is that, even if your order had left our shop Monday, as scheduled, it still would not have been likely that we could have gotten a replacement item to you before this weekend. The order was just placed too close to the need-by date. I don't think we can be faulted for that.

Again, I'm sorry for the double-mishap with this order, and rest assured we will get it corrected for you.

I'm also sorry that you felt the need to bring this complaint to us via a public forum. I know merchant reviews, etc., are a valuable part of X Marks, but this is really just a case of a mishap that happens occasionally in every business, and the test is in how the merchant decides to correct the situation. In the future, an email -- or better yet, a phone call -- to the museum will get your situation handled in a timely manner and allow us to do all we can to make sure your problem is taken care of to the best of our ability. As it is, this is the first time I am hearing about this problem.

In any case, we will certainly replace both items for you, and you have our sincere apologies for your troubles.