Positives: Very fast, friendly service. Tartan is beautiful! Negatives (and what ruined the interaction): The kilt's pleating was not well done (this is kilt #41 and I have several friends that are kiltmakers, so I know what I'm doing). Contacted Kilt Society through FB Messenger, which they would only respond to once per day. Had to say that I didn't intend to wear the kilt for them to offer a return/refund. I had to look the policy up on their website as opposed to them providing a link. I asked the Friday past 9/8/19 if they would be willing to quality check (yes, I live in the USA) a second kilt if I ordered it as a replacement. They have not answered. I have decided to ship the kilt to a friend in British Columbia (look at a map; I live in Cleveland, Ohio and the kilt came from Edinburgh) and have him rebuild it. The tartan is proprietary to Kilted Society, so I can't reproduce it. Therefore, I'll have it remade properly AND give the other company additional business though it costs me more. Kilted Society's customer service seems geared towards facilitating orders and not towards problem solving. They are either uncertain or unable to proactively offer genuine assistance when something doesn't go well. I wish I could have liked them and used their services again, but they've failed to earn that trust.