I wanted to share my terrible online shopping experience as a cautionary tale for anyone considering a custom purchase based on specific promises. While the initial interaction was positive, the quality control was non-existent.
I got a hat from here, really liked it and the experience was awesome but they told me that they could burn a design into the hat for me and it would stay without having to worry about it, after one day of use the letters were completely faded. Really disappointing because that was a big reason I had wanted to get the hat in the first place.
This failure felt like a complete betrayal of trust, which is why I felt compelled to leave a public review and immediately engage in a conversation with customer service.
Customer: I need help regarding Order #4903. The custom design I paid extra for is already gone.
CS Rep: I am so sorry to hear that, especially since customization was key to your purchase. Can you confirm the specific issue?
Customer: Yes, I was explicitly told the burned design would be permanent, but after just one day of wearing the hat, the letters were completely faded. It looks terrible now and it feels like a waste of money.
CS Rep: That is absolutely unacceptable and clearly a failure on our part regarding the customization process. I sincerely apologize for this major disappointment. Would you prefer a full refund, or would you allow us to send you a brand new hat with the design reapplied using a more durable sealing process?
Customer: I’d prefer the replacement, but only if you guarantee this won't happen again. I don't want to go through the hassle just for it to fail tomorrow.
CS Rep: I understand completely. We will personally oversee this new application and include an upgraded protective sealant. I will ship the replacement overnight at no cost, and send you the return label for the faulty hat right now.
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