Quote Originally Posted by Danwell View Post
I read in your own section of the forum that several people have requested a particular form of postage and those requests haven't always been able to be fulfilled. If the customer made a request for a hard cardboard package instead of the soft bags that Downunder received twice, would you be able to accomodate that?
FYI, no we didn't message the moderators in the previous thread. But I really don't want to reopen a discussion where I believe I made our position as clear as I could, so forgive me for not responding further here...

As for packaging, the type we use normally depends on the specific order, such as what else is to be included, and where it's to go to by which service, and so on. But yes, if a customer were to request a particular type of packaging, we'd certainly either do as requested or else discuss the request further if we had any reasons to need to.

Sometimes the way that people talk about us on xmts leads me to feel they have an image of our being some vast corporate that wouldn't give customers the sort of personal service they'll get from an individual kiltmaker. It's true that we've set out to build a professional operation with a professional web site to promote it. But behind that we're actually a wee family company with a dedicated team who very much treats every customer as an individual, and our watchword is to provide the sort of service we like to receive ourselves (but rarely do) when shopping. (Our site is stuffed with invitations to contact us for personal help, with toll-free numbers for most customers though sadly not possible from Oz, and calls should normally be picked up within a few rings.) The sophisticated retail systems we've been building are to help us do this reliably, not to replace the personal element. As I've said many times before, it's never possible to get everything right 100% of the time, and particularly not when dealing with such a complex and often quite 'artisan' supply chain as ours. But I can say with hand on heart that we always do our very best to give the best service we can, and where there are reasons where it's not possible to meet a customer's expectations we'll try to explain why honestly and realistically. That's the best, I believe, that anyone can promise. And we prefer to under-promise and over-deliver (as many of our reviews testify).