I had such high hopes when I finally placed my order online, but I feel compelled to share my terrible experience as a cautionary tale. When the package arrived, it was immediately clear that quality control was nonexistent, and the item was entirely incorrect. My feeling and conclusion about this experience? The entire situation was frustrating, misleading, and proved that online ordering here is a gamble. I simply couldn’t let this go unnoticed, which is why I reached out to customer service and am leaving this review now.

Customer: I received my custom hat order today, and honestly, I'm furious. This is absolutely not what I paid for.

CS Rep: I sincerely apologize that your order arrived incorrectly. That is certainly not the experience we aim for. Could you please describe exactly what you received?

Customer: I ordered the dark brown felt fedora shown on your site, and what I got was some cheap, oversized baseball cap in black. The item is totally defective and worthless to me.

CS Rep: I completely understand your frustration. We are checking our dispatch logs immediately. We want to make this right; would you prefer a full refund or an expedited replacement of the correct fedora?

Customer: I need the correct hat for an event next week, so replacement is the only option, but I expect complimentary overnight shipping for this huge error.

CS Rep: Absolutely. We will process the replacement today and waive all shipping fees. We will also include a prepaid label for you to return the incorrect item at your convenience.

The reason I left this review on the website is to hopefully prevent others from falling into the same trap.