I will relate my experience. I posted some time ago about "expecting in 11 weeks" I was supposed to have the feathers within 11 weeks. I had ordered a platinum cape in grizzly. After 13 weeks I called and was told that they could not get the hackle. I expressed my agitation and that they would loose my business. I was immediately transfered to a manager. The situation was explained and I was overnighted a platinum light dun cape at no expense. The next day my money previously spent was put back on my card. Pretty impressive I think.
Jim in CO