I felt compelled to share my absolutely terrible shopping experience as a serious caution to others looking for custom work. I was so excited to finally get a high-quality, custom piece, but the interaction with the designer left me furious and deeply disappointed. In the end,
I just didn’t have a good experience.
The individual working with me seemed far more concerned with his personal image than his craftsmanship. I felt that
the guy who sold me my hat thought he was cooler than he was, thought he was a better hat shaper than he is.
Now I'm left with a hat where
the brim is misshapen, don’t know if it will ever be right now.
There was
lots of talk and looking cool, need way more focus on the actual hat and process.
Because of this fundamental failure in both service and quality control, I immediately reached out to customer service.
Customer: I am calling because I need to know what you plan to do about the custom hat I received. The brim is completely uneven and bent, and honestly, the experience with your staff member was truly awful.
CS Rep: I am so sorry to hear about your experience, especially regarding the quality of the shaping and the interaction with our staff. That is certainly not the professional standard we strive for. Could you tell me exactly how the brim is misshapen?
Customer: It’s dipping sharply on the right side, and it looks rushed. It feels like the person helping me—who clearly thought he was an expert shaper—didn't actually pay attention to the alignment. I’m very disappointed in both the hat and the overall process.
CS Rep: I completely understand your frustration. We want to make this right immediately. We would like to offer two options: Either ship the hat back to us right away so our most senior shaper can correct the brim at no cost, or we can authorize a full replacement and credit toward a completely new hat, guaranteeing a different design consultant handles the process. Which option works better for you?
Customer: I don't know if sending it back will even fix the damage he caused. This whole experience was a nightmare. I’ll take the replacement, but I expect a call back confirming the order details and the consultant assigned.
CS Rep: Absolutely. I will personally process the replacement order details now and ensure a senior manager contacts you within the hour to confirm everything and apologize profusely for the initial experience.
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