I am having major issues from the company that I bought my custom kilt jacket. Read below for the entire saga. Worse case scenario, I won't have my jacket in time for my wedding even though I started this entire process almost a year ago!
Now to try to calm down and not take up day drinking in response to all of this undue stress
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**Time Sensitive Material: Issue MUST be resolved and delivered by October 6thth at the latest**
I am writing in hopes that we may amicably resolve the issue at hand regarding the tailoring mistake on the custom argyle jacket that I ordered that originated in the mill in Scotland.
*Printed and highlighted copies of the documented/referenced email communications were attached to the letter that I printed out when sending my custom jacket back yet again*
As early as October 1st, 2018, I contacted your company regarding the level of customization that your company does when creating custom jackets. Within that initial email, I highlighted the fact that I am short, round and my biceps and forearms would need to be included.
That same day, I received confirmation from you that the custom jacket would be “tailored to (me).. the circumference around (my) upper arm and forearm can be included and taken into consideration”
I ordered the jacket on March 4th, 2019 via the phone with *insert customer service name and company name here* (as I was simultaneously ordering a rental outfit for my father the same day). I emailed *insert customer service name here* all the required measurements and included the additional bicep and forearm measurements. In the email communication on March 4th, 2019, I even noted that the extra measurements were included in the email exchange since the online form did not allow space to include the measurements.
I received the jacket on April 26th, 2019, and I immediately contacted the company regarding two issues. 1) The wrong buttons were used (I had ordered black metal) and the bicep area on my jacket was extremely tight. The return communication email from *insert customer service name here* was that they would fix the buttons but “as far as the sleeves, we gave the mill all of the measurements provided; (she) hopes that they fit with what (I) plan on doing as (the company) do not alter jackets there.”
So, I ended up finding an outside tailor to try to gain some options.
We ended up opening the jacket to try to alter the seams (widen them). The sleeves were still incredibly tight. ($100 in alterations)
So, we doubled checked the measurements that were given to you (19 inches at bicep) and measured my bicep again and found that the measurements stayed the same (19 inches at the bicep). We then measured the jacket sleeves. Even AFTER the alterations that added an inch, the jacket sleeves were measured at 17 inches. This means that originally, the jacket sleeves were made to be 16” at the bicep area and not the documented 19 inches at the bicep area.
Once we had effectively found the root cause of the issue, my tailor and I immediately called the company on August 27th, 2019 to inform them of the issue and originally was met with resistance in trying to rectify the issue as my wedding date is quickly approaching. Yet, I originally contacted your business regarding the bicep issue back on April 26th. I was also taken aback that I was being verbally berated about failing to find the root cause of the issue in a timely manner that was the result of the garment being incorrectly made at the mill. I feel that putting the accountability onto the shoulders of the client is incredibly irresponsible on your company’s part. A client ought to be able to trust that a company will perform the requested job according to the agreed specifications. I trusted that the garment that I had paid for WAS made to my measurements as it was pointed out by *insert customer service name here* on April 26th that “all the measurements were given to the mill.”
At this point in time, I am merely asking for your company to resolve the root cause issue:
Either fix the current, incorrectly made garment or replace the garment with a correctly sized garment in time for it to be delivered and ready for me to wear it at my wedding on October 12th, 2019.
I am a reasonable man and understand that mistakes obviously happen, yet I am also expecting you to take accountability for the mistake and resolve the issue. I am aware of the time constraints, yet in modern logistics, it is not an insurmountable task. I trust that your company will stand behind their customer service stance that you are “a family owned kilt shop that takes care of (y)our customers”
Failure to resolve the issue and provide me with a correctly sized argyle kilt jacket in time for my October 12th, 2019 wedding will escalate the situation and compel me to take a more forceful stance where I will be looking to find proper legal representation to fight for restitution of payments made, expectation losses, and time and costs associated with addressing the matter, I will seek damages and will request recovery of all legal fees and expenses incurred throughout the life of the claim.
*insert company name here* are interested in resolving this matter without litigation, please contact me by September 6th, 2019.
As I previously stated, I am a reasonable fellow and would more prefer to work with you to resolve the issue in an amiable manner and have a suitable garment delivered to me by October 6th at the latest in preparation for my October 12th wedding date.
I look forward to your reply.
