Immediately, Gerald contacted me to find out more about the problem (which, as i mentioned, was already taken care of). He then went to the trouble to send me a new tie, with fast shipping at his own expense, even though I never even asked for a return. He said he just wanted me to receive perfect merchandise, because that is what they strive for.
I was thinking about it, and I think this might be the best customer service I've ever received from any vendor, ever. It's frankly a smart strategy, because they've now got a loyal customer for life - as long as they make stuff, I'll be buying it.
I decided to post here just to give them the kudos they deserve. Much has been written about the absolutely amazing quality of their merchandise. Rest assured the service matches the goods.