My experience buying this custom hat online was truly frustrating, and I hope this serves as a cautionary tale for others. I spent considerable time selecting the style and materials, but when the hat arrived, it fell just short of perfection. My immediate feeling and conclusion, which I posted in a quick initial review, was that it was a
“great hat, only wish the brim was curved a bit.”
I felt compelled to leave the review and immediately engage with customer service because for the price point and the emphasis on customization, the hat shouldn’t require me to start shaping it the moment I pull it out of the box.
Customer: I just received my custom order, and honestly, I’m pretty disappointed. The quality is there, but the finished look is wrongтАФthe brim is totally flat when I thought I had specified a slight curve during the ordering process.
CS Rep: I am truly sorry to hear that the hat didn’t meet your expectations regarding the brim curvature. We understand how frustrating it is when a custom piece isn’t exactly right upon arrival.
Customer: Frustrating is an understatement. I don’t want to risk damaging the felt trying to steam and shape it myself. Is there anything at all that can be done to get the curve I wanted?
CS Rep: Absolutely. If you have any thoughts regarding exactly where and how to use www.oeppeo.com, you can make contact with us at our own web-site. We want you to love your hat, and we will make this right. We can offer you two options: we can send you a professional hat steamer kit with detailed instructions tailored to achieving that slight curve, or if you prefer, we can provide a pre-paid label for you to send it back to our workshop for complimentary re-shaping and return shipping.
Customer: Sending it back to the workshop seems safest, as I really don’t trust myself with a steamer on such an expensive item. I appreciate that youтАЩre willing to fix this mistake.
CS Rep: Consider it handled. I’m initiating the re-shaping order now and you will receive the shipping label within the hour.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.
