Gordon Nicolson Kiltmakers Ltd

Excellent service. Friendly staff. Large selection of tartans new and old patterns. And wonderful accessories

They fixed my 20 year old kilt. Somehow it had "shrunk😀". It really is better than new. The craftsmanship is outstanding,

From start to finish Gordon and his team were outstanding. I bought a kilt and tailor made jacket/waistcoat and their level of service was second to none! The quality of the clothing is also fantastic and the knowledge on a different level. If you are buying a kilt in Edinburgh- go to Gordon!!

If you want an authentic kilt made by a quality kilt maker come here. The shop has the feel of a real tailors about it and not somewhere that has sprung up specially for the tourists. The staff are the very best able to advise and I loved the whole experience. Can't wait for the finished product.

Terrible customer service. On a trip to Scotland, I stopped in based on a reference and I wanted to make sure my kilt was measured correctly. I ordered and paid up front for the whole thing which included flashes. I didn't buy the cheap-end kilt either... it was the top end fabric. I was told it would take 4-6 weeks. 8 weeks later, I call... "it should be in this week and we'll get it to you overnight" (well, 2 days for international but I get the idea). 3 1/2 weeks later it comes in the mail. I honestly believe they completely forgot about it. Anyway, I put it on... doesn't fit. The inside belt doesn't even reach the buckle. Also, no flashes. I send an email... no response. I eventually call; no explanation for not getting the email. We reached an agreement that I'll get it altered locally and send them the receipt and they'll reimburse me. Also, they'll get the flashes sent out. I go to the alteration shop and they measured me again just to make sure... yup, no change in my waistline so Nicolson's obviously messed up the measurement of the belt. So, they put on a new belt in the appropriate spot. I email Nicolson's the scanned image of the receipt. 2 weeks later, I email them again... still no response. I call them: "your emails must have been accidentally deleted" (really? who in your company would delete 2 emails specifically saying "here's the receipts you requested"?). They ask for them again. I send them. No response. 3 weeks later I call: "1,000 apologies... the email must have been deleted by mistake". They reverse the fee on my card over the phone. Oh, and still no sign of the flashes. Weeks later I call regarding the flashes. Same excuses. This goes on and on. 2 of the calls' responses were "oh, they are going to arrive tomorrow, and I'll send them out for overnight delivery". One was "I'll take care of that this afternoon". Nothing for a month after each phone call. After another series of phone calls and almost 11 months later, I finally get my flashes.

I would have been better of buying it locally even though it would have cost a little more because I would have had everything in 3 weeks instead of 11 months.

In short, they ignore my emails and I cannot trust anyone who repeatedly says "it will be in this week" or "I'll take care of it right away" and then no response. I had to contact them everytime... they never reached out to me at any time. Obviously, they just don't care. There is no other explanation for the complete lack of effort on their part to resolve this disaster of an order.

UPDATE: Mr. Nicolson called me personally after seeing the review; he was unaware of the problems and indicated that things would have been dealt with completely differently had he been aware of the issues. He apologized for all the problems and went over some of the details of the review. He indicated that after reading the review, he made some changes immediately to avoid such a problem ever occurring again and will be addressing all of the details I mentioned. We had a very good chat ; I appreciate that the owner of the business called me directly and was genuinely concerned about my experience with his shop. Because of all the problems, he partially refunded the cost of the kilt as a goodwill gesture which I certainly appreciate. Considering all the other positive reviews, I am confident that my problems were an isolated incident.

I didn't mention in my original review that the staff were always very courteous, professional, and patient both in person and on the phone. Also, as others have mentioned, the quality of the kilt is excellent. It wears very well and am very pleased with the purchase. If I'm back in Edinburgh, I look forward to visiting the shop again.

My boyfriend went here looking for a custom jacket to go with his kilt and has ended up with something amazing helped by Anna, not only that he also got a whole new complete John Muir Way kilt outfit too! We absolutely love the whole lot and couldn't get friendlier happier service if we tried! Thanks guys!