Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a hat from above business, order # ******. When i received the hat i noticed marks around the brim of the hat that are unsightly. I contacted the business about the issue and my disappointment with the marks. I was told it was normal packing marks and that i can pass steam over the material or just leave it alone. I should not have to buy an expensive hat and have to try and remove marks on it, i should just be able to take it out of the box and ************. My issue is they are willing to accept a return but i would have to pay for return shipping for the item. The website states they stand behind their goods, so being these marks are unacceptable, i would like to return but i should not have to pay return shipping

  Business Response

  Date: 12/08/2023

  For over fifty years our service policy has been that customers are responsible for returning items.
  
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  The customer seems to be taking some companies' trade practice, "free returns", and demanding it of our company saying in one exchange that we should "give in".  We do not build the cost of "free return shipping" into our product prices as those other companies must.  "Giving in", that is making an exception to our policy for those who demand special treatment, would be unfair and costly to our other customers.
  
  As to the customer's claim that the hat arrived in unsightly condition we believe from the customer's photo that the nap of the felt of the hat was simply vibrated into a ring pattern by the crown protector tube while in transit.  It is physically impossible not to put some amount of pattern in the nap of a felt hat when shipping it.  Sometimes, due to vibration frequency, longer time in transit, or the color of the felt, the strength of this pattern might vary.  The customer could either brush the nap of the hat with steam to quickly reset the nap, wear it out in the rain, or just wait and in time they will average out from the motion inherent in use.
  
  If the customer sends the hat back in unused condition within 90 days, we will examine it.  If we deem that it is in fact as the pictures showed just packing marks that we can clean up with thirty or forty seconds of steam and brush, we will refund the product price.
  
  If we receive items back and deem them defective, we refund reasonable postage return costs, around $12 through the **** for this hat, our handling fee and the product price.  The entire customer outlay of money will be refunded if we send out a defective item.  
  
  We should be glad if this complaint and our response are posted in order to help the greater public and potential customers better understand our return policy.
  
  

  Customer Answer

  Date: 12/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
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