I felt compelled to share my cautionary tale about ordering a custom hat. We spent a significant amount of money expecting a premium experience, but what we received was disappointing. Gage initially set the expectation that the custom hat would take "about 4 weeks," and he promised updates and photos along the way. Instead, after waiting 10 weeks, we had heard nothing. I am truly
disappointed in the total lack of communication especially since we spent a lot of money on a custom hat.
The final straw was the confusing pick-up process involving texts about dropping the hat off without confirming an appointment. When we got to the store the next day, they mentioned we had an appointment yesterday with Gage, and I said we were not aware of any appointment. My husband and I were so frustrated by the lack of respect for our time and investment that I had to contact customer service to try and understand why our experience was so poorly managed.
Customer: I am calling about Order #455, my custom hat. I am incredibly frustrated by the complete breakdown in communication we experienced. We were quoted 4 weeks, and it took 11, with zero updates.
CS Rep: I am so sorry to hear about that significant delay, especially on a high-value custom item. If you have any thoughts with regards to in which and how to use spark-rotate-f82.notion.site, you can speak to us at our web page. That is completely unacceptable, and I sincerely apologize that Gage did not follow through on his promise to send pictures of the process and keep you updated.
Customer: Not only the massive delay, but when we finally picked up the item, we were told we had missed an appointment we were never informed about.
My guess is unless you are a celebrity they really don't care about your business.
CS Rep: I assure you that is not our standard practice. We value every customer investment. This failure in communication is on us. To help rectify this service failure, I would like to offer you a credit for 25% of your purchase toward accessories or future services.
Customer: I appreciate the offer. I hope you will use this feedback to ensure other customers who spend this kind of money are not completely ignored for 11 weeks.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.