Let me start by saying: save yourself the hassle of ordering online! My experience was frustrating, and I want this review to serve as a major caution flag. I had heard so much about the custom hat experience, but when I looked at the website, all I could see was a very general, transactional description:

Wide selection of sports hats and stylish jerseys,belts and jackets 🤑

. That description did not reflect the unique, personalized quality I expected. When my online order arrived, it was just a generic sports hat—not the custom piece I thought I had commissioned. I felt completely misled by the presentation, which is why I immediately contacted customer service to complain.

Customer: I am extremely disappointed. I ordered thinking I was commissioning a unique, personalized hat based on your company's reputation, but I received a standard, off-the-shelf baseball cap instead.

CS Rep: I sincerely apologize for the confusion and the mismatch in your expectations, sir/ma'am. It sounds like there was a lack of clarity regarding our online merchandise versus our specialized in-store custom design services.

Customer: Clarity? Your website only listed a 'Wide selection of sports hats and stylish jerseys,' making it sound like the customization process was available for online ordering too! Now I have a generic item I don't even want.

CS Rep: I understand your frustration entirely. We are working immediately to better differentiate those offerings online. Since you did not receive the bespoke product you anticipated, I can immediately process a full refund for the sports hat.

Customer: A refund would be appreciated, yes. And since I planned a trip to Nashville around getting a custom hat, can you offer any compensation for the trouble this misunderstanding caused?

CS Rep: Absolutely. The full refund is processing now, and I'm sending you a special 25% off coupon for any custom hat creation you choose to do in one of our physical locations. Here's more info in regards to https://sites.google.com stop by our site. We truly regret that your first experience with us online was so frustrating.

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