Bagpiper & Kilt Rental USA

Review: I rented their Back in Black package total sale was $209.02. I received the package on 11/8/2014 but was not home to try it on until 11/09/2014. The kilt was a few sizes to large. I called the number provided on their site and spoke with a gentleman. I explained the problem and told him I was returning the next day and expected a full refund. This was not a problem and the conversation ended.

I returned the package at 10.48 EST on 11/10/2014 via [redacted]. Tracking number is [redacted]

I received a phone call at approx 1.58pm from a gentlemen of the company stating there would be no return. He offered a new shipment but I did not want to trust his sizing of the new outfit as my event was now very time sensitive.

He was very rude and condescending. He was very unwilling to listen to my explanation of not being able to take another chance in his outfits being miss sized. This could have been and easily resolved procedure but would not listen to my concerns.Desired Settlement: I would accept a full refund to my credit card used.

Business

Response:

I have included the following data for review.• My personal log of the conversation with the customer minutes after he hung up on me on 11/10/14.• A snap shot of what our website shopping cart looks like when customers click on our rental agreement so you can see the actual "tick box" that we require customers to click. It says "agree to the terms & conditions ofthis sale".• Full copy of our rental terms and conditions printed from our website.• Zoomed in copy of our rental terms and conditions focusing on the topic at hand (for easier reading).• Fed Ex Tracking info so we can all see when it arrived to his location.• A snap shot of the actual online order.• Time line of events.There are many reasons why we are choosing to not refund this particular charge. One reason in particular really stands out as being the main reason.We've been renting Scottish kilts for over 10 years and our customer base is outstanding. Our customers do make mistakes when it comes to measuring themselves and sizing themselves. My awesome team of employees also make mistakes. I have made plenty of mistakes that have cost my company money. The thing that my team & I really take pride in is fixing the mistakes before the "big day" regardless of who made the mistake, we will fix it. That ultimately is the reason why we want our kilt tuxedos to land on the customer's doorstep early so they can try it on and let us know if there are sizing issues. The kilt rental in this case landed on the his doorstep a whole week before his event. 7 days to be exact.At this day & age with Fed Ex & their reliable force of Boeing jets, we can ship product of almost any type to almost anywhere OVERNIGHT! It's mind blowing what humans have accomplished in the past 50 years.The customer in this case mentioned to me that he did not even try on the jacket, vest,tux shirt, shoes, etc. that were in the box. He said that he only tried on the kilt and when he realized it felt too big on him, he basically boxed it up right away with intension to return and demand a refund. Every single week, we get calls from customers who received their tuxedo over the weekend and said that the shoes were too tight or the jacket sleeves were too long. 95% of our customers have not stepped foot inside our retail store in [redacted] so there is always room for error when you are ordering formal wear online without trying it on first.After calling the customer right away on rv1onday & hearing his issue, I offered to send him a new kilt (overnight) in a smaller waist size that would fit better. The customer refused my offer and basically said he doesn't trust that the second kilt would fit him and said there was no time. He then hung up on me. This conversation took place on Monday afternoon and his formal event was on Saturday night.The customer clicked "Iagree" to our rental agreement that says we offer no refunds on cancelled rentals. This is a cancelled rental so it falls under the "no refund" category. Like a cancelled hotel room or an airplane ticket that is non­ refundable. Our rentals are also non-refundable once they have shipped out.I will finish with an analogy. The Holiday Season is my favorite. Let's say someone was going to the Thanksgiving Day Parade in [redacted] and they wanted to rent a really nice $21000 camera lens so they could get some super zoom shots. They go online/ rent a super zoom [redacted]/ it arrives 7 days before their event. They open up the box and suddenly realize that they actually own a [redacted] camera body and that the [redacted] they ordered will not fit. BLAST! A phone call is made to the camera store on Sunday while they are closed and a message is left demanding a refund.The camera rental shop calls the customer back on Monday after they open and promises to overnight the correct [redacted] super zoom lens (remember the customer owns a [redacted] camera). The shop assures the customer that he will receive it in time for his airplane flight to [redacted] on Thursday. The customer then tells the camera shop that their offer to fix the issue is no good because he don't trust that the [redacted] lens they are offering to send will fit the camera body and proceeds to hang up. That fabricated story is pretty much what has happened here.