ComplaintsforHighland Kilt Company LLC
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Complaint Details
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Initial Complaint
10/07/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order for a Kilt from this firm (size 3-4) on 7/25/21, however when it was received at the beginning of August it had a noticeable thread pull in the front, and also it looked way too long for the child that just turned 3 at the end of August. I had contacted the firm 5 times by e-mail; multiple phone calls; and two letters sent by **** requesting a Return Authorization for Order #****** asking if it would be possible to replace it with a size 2-3 rather than exchanging it for the same size. Indicating that I would return the item in question as soon as I heard from them. To date I have not even received the common courtesy response from anyone on their team.Business response
10/09/2021
We can appreciate the frustration here. Unfortunately I received only one email from ****************, to which I replied promptly on August 24, 2021, and I am attaching a copy of that email to this response. I have checked my inbox and spam folders and have not found any additional emails, so I am not sure if they were misdirected or filtered out before reaching me. We do have a straight forward exchange and return procedure which I forwarded to the email address she provided.
Roughly two weeks later, I received a postal letter from **************** again requesting a return authorization. At this time (September 8, 2021), not knowing if this letter had simply been sent around the time as the original email, I again forwarded my original email reply to her to again provide our exchange procedures. A copy of this email is also attached for reference.
These are the only two times I have received communication from **************** and was not aware she still required assistance on this matter, which we are happy to provide. With regards to other attempts to contact us, the phone number that is occasionally associated with our business online is NOT an active line. The outgoing message directs callers to contact us via email or our website as we do not monitor the inbox. We would like to note the 612 S Genesee address where this has been directed is not accurate, and has not been for over 3 years. While our website does contain the current, accurate information, we regret we can't control old, outdated information still circulating that might be easy to assume is current.
With regards to a resolution, we stand by our product and help our customers, and as our attempts to contact *************** indicate, she is welcome to exchange the kilt by returning the one she has. She may also return it for a refund if that would work better for her.
I look forward to a prompt resolution of this matter.
Customer response
10/17/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*********************
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.