Hannah M.
Unacceptable product quality and unprofessional refund handling
I ordered a custom dress from Scottish Kilt and the experience was extremely disappointing from start to finish. The garment arrived nothing like advertised: the tartan color was noticeably different from the Fraser Modern swatch shown online, the fabric was scratchy and uncomfortable, the straps were constructed improperly, and the bodice was so low that my bra was fully exposed. The pleating was rigid and stuck out in the back, and the dress arrived in damaged, inadequate packaging. Despite clearly stating in writing that the chest area was exposed and the garment was not appropriate to wear in public, Scottish Kilt repeatedly requested full‑length photos of me wearing the dress. I emphasized multiple times that this was embarrassing and violated my privacy, yet they continued to ask for more photos. It was an unprofessional and inappropriate request considering the nature of the issue. Across numerous emails, Scottish Kilt repeatedly implied that a refund “could” or “would” be issued. However, each time I formally requested one, they avoided providing return instructions and refused to actually process the refund. Instead, they insisted on remaking the dress or sending replacement straps, contradicting their own return policy for custom items that are not as described. In the end, I had to escalate the matter through Affirm and my financial institution. This resulted in multiple charge and reversal transactions that took significant time and attention to resolve — none of which should have been necessary if Scottish Kilt had simply honored the refund policy they advertise. The product quality, the repeated requests for inappropriate photos, and the refusal to process a legitimate refund created an unnecessarily stressful experience. Based on this, I cannot recommend Scottish Kilt.