I felt compelled to share my terrible experience as a cautionary tale for anyone looking to purchase a quality item from Rustler Hat Co. I went in hoping for a genuine custom experience, but what I received was profoundly disappointing. My conclusion is that the service and product quality are severely lacking:

Hat makers are extremely disqualified to be making hats.

When I finally got to speak with someone, the

staff members are all very standoffish, rude and only care about high paying customers looking to buy multiple hats or expensive hats.

This is why I called customer service—I simply had to explain that if you want an actual cowboy hat,

do not go here only go if you want a costume hat!

Customer: I am calling about the disastrous in-store experience I just had. I spent good money only to be treated like an inconvenience.

CS Rep: I am so sorry to hear that. I understand you were unhappy with the service you received in our Nashville store. Can you tell me exactly what went wrong?

Customer: The staff was unprofessional and clearly untrained—they didn’t say what to look for when trying the hat on when shaped or to wiggle your head around. I felt completely ignored unless I was planning to spend thousands of dollars.

CS Rep: That is completely unacceptable behavior, and I sincerely apologize that our team made you feel that way. For those who have any kind of queries about exactly where and also tips on how to use click through the next page, you are able to e-mail us with our own page. We will immediately investigate the staffing issues you described and address the training standards.

Customer: Investigating is fine, but what about my hat? It feels like a costume piece, not a real, finished item. The lack of technique is obvious.

CS Rep: I hear your frustration regarding the quality outcome. If you can return the hat, we can offer a full refund or arrange for one of our master hatters to reshape and refine your purchase at no cost to you.

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