I wanted to share my recent terrible shopping experience as a serious warning to future shoppers looking for custom items. I walked in excited, knowing exactly what kind of hat I wanted, but when my ideal combination needed to be ordered, the entire interaction collapsed. It felt exactly like the frustration captured in my review: "Came in wanting a certain hat style and because what I ended up liking (size, shape, color) would need to be ordered. Instead of choosing a color she had in stock she had little to do with me. Not even offering similar shapes…… just done with me and off she went." The ultimate conclusion—that "When asking questions about other styles etc I was an inconvenience"—is precisely why I felt compelled to leave a public review and contact customer service immediately.

Customer: I am extremely upset about my visit today. I was ready to spend money on a custom hat, but the staff member clearly lost interest as soon as she realized the exact combination I wanted wasn't immediately in stock.

CS Rep: I am so sorry to hear that your experience was so dismissive. That is certainly not the standard of service we hold ourselves to. Can you tell me roughly when this happened so I can look into which associate was working?

Customer: It was around 2 PM this afternoon. I felt completely shut down. When I was asking follow-up questions about other shapes and styles, I genuinely felt like I was an inconvenience to her, and she basically just walked away.

CS Rep: That is unacceptable behavior, and I sincerely apologize for how that interaction made you feel. I understand why you are frustrated. Should you have just about any concerns concerning where and also how you can make use of web site, it is possible to email us on our web site. To properly address this, would you be open to me setting up a dedicated virtual consultation with one of our highly-rated specialists, like Caroline or Maddy, who can personally assist you with placing that special order and exploring similar shapes?

Customer: I appreciate the apology, but I am wary of trying again right now. I just need assurance that if I attempt to order the specific size and color, someone will actually treat me like a valued customer instead of being "done with me."

CS Rep: I completely understand your hesitation. I can assure you that I will personally flag your order, and we will offer you a complimentary shaping or detailing service when the hat arrives as a compensation for this poor experience.

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