I was in your country last month for a bagpipe school, and purchased a flat cap at Urquhart Castle where I was able to play my pipes on the banks of Loch Ness (a childhood dream, I’m a nerd). Unfortunately, it fell out of my purse while traveling in the States and we could not track it down. I went to their website shop and could not find it, nor could I find an exact replacement with internet searches. I reached out to their customer service email asking if there was any way to purchase a replacement. They found the exact cap at the Edinburgh Castle shop, put it on the website for me to purchase, and it arrived to me in the States in just over a week.

They did not need to go out of their way to assist, but they did. Amazing customer service! We were very impressed by the service and friendliness of your country overall while we were there, and hope one day to return.

by BagpiperAnonymous

4 comments

  1. Was expecting this to be some sort of rant at how appalling they are… pleasantly surprised to read it was a lovely tale of customer service 😊 glad I stuck around to the end. Also glad you had a good time over here.

    Haste ye back!

  2. If only HES could spend as much effort on doing what they are supposed to do – preserving our historic sites. They have been a complete disgrace over the past five years. Fencing off sites which have been completely safe all the time. Failing to do inspections. Posting notices which are borderline lies. They have maintained the honey pots but ignored the rest. It doesn’t surprise me that they can put a cap for sale on their website but can’t allow access to a piece of shoreline.

  3. Great to hear that – but also, that’s fab that you brought your pipes here to play by Loch Ness!! That’s a cool holiday memory.

  4. > I reached out

    Contacted. You contacted them. No need for a sentence when we have a perfectly good verb.

    Glad it worked out!

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