WARNING: My 'Permanent' Custom Design Vanished In 24 Hours! 😡🤯

Let my terrible experience serve as a stark warning to anyone considering purchasing a customized item from this company. I thought I was getting a unique, high-quality keepsake, but the reality was a complete failure of product assurance. The worst part is that the initial experience was so positive, which makes the fallout even more frustrating. My conclusion is simple:
Got a hat from here, really liked it and the experience was awesome but they told me that they could burn a design into the hat for me and it would stay without having to worry about it, after one day of use the letters were completely faded. Really disappointing because that was a big reason I had wanted to get the hat in the first place.
Feeling completely misled after spending a significant amount of money is why I immediately felt compelled to reach out to customer service.
Customer: I need to speak to someone immediately about the custom hat I purchased because the burned design faded completely after literally one day of use.
CS Rep: I am so incredibly sorry to hear that. If you have any thoughts with regards to where and how to use http://www.oeppeo.com, you can make contact with us at the site. That is absolutely unacceptable, and that result does not meet the standards we promise for our custom burning process.
Customer: The staff assured me repeatedly that this design would stay, but now the letters are completely gone. I feel totally cheated because the customization was the main reason for my purchase.
CS Rep: I completely understand why you are frustrated. Please provide your order details so I can look this up. We can certainly offer you a full refund or arrange for a new, correctly customized replacement hat to be shipped out immediately. Which solution works best for you?
Customer: I appreciate the quick response, but I honestly don't trust the burning technique anymore. I just want the full refund processed for the cost of the hat and the customization service.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.