Unacceptable Quality: My $500 Custom Hat Nightmare

I feel compelled to share my terrible shopping experience as a cautionary tale for anyone considering a purchase here. When you are spending significant money, often \$200 at minimum, you expect craftsmanship and accountability. My conclusion, based on my visit, is that the quality comes
down on who is shaping the crown and his/ her experience
. My custom hat was flawed, and the subsequent attempt to correct it was agonizingly slow and unsuccessful.
I had to go a day after to fix it, found another customer there as well having the same issue
. The associate was unable to truly correct the crown, and
at the end should couldn't fix it 100% and started to ask which side you think I should fix
. After spending around \$500, the failure to deliver a perfect, personalized product was infuriating, compelling me to contact customer service immediately.
Customer: I am calling about a custom hat I purchased yesterday. The shaping was clearly rushed and incorrect, and when I came back today to have it fixed, the associate still couldn't get it right.
CS Rep: I apologize profusely for the flawed experience you had. I see your note about having to return, and I am extremely sorry that our team
couldn't fix it 100%
on the second attempt. That is unacceptable given the personalized nature of our hats.
Customer: Unacceptable is right. I shouldn't have to tell the person working on a \$500 item which side I think they should fix. I ultimately decided to
fix as much possible and shape it once I get back home
, which completely ruins the premium experience I paid for. What is the immediate resolution you can offer for this quality failure?
CS Rep: I completely understand your demand for a resolution. Since we failed twice to deliver the quality shaping you deserve, I am going to process a full refund immediately, and we will also send you a prepaid shipping label to return the flawed hat.
When you loved this short article and you would want to receive much more information about harsh-catmint-cba.notion.site please visit the web-site. Customer: That is the minimum I expect, thank you. I appreciate you taking steps to fix the financial side of this, but I hope your training protocols regarding the crown shaping are reviewed.
CS Rep: Absolutely, we take this feedback seriously. Thank you for bringing this critical quality concern to our attention.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.