I feel compelled to share my terrible online shopping experience to caution other hat enthusiasts. I brought in a treasured piece for renewal, explicitly expecting a full restoration service. I was willing to pay whatever price, but the results were utterly unacceptable. My direct feeling and conclusion was this:
“Disappointed Customer. Brought in hat in for repair,/renewal and they did the bare minimum. I asked for it to be cleaned, the crown steamed, formed. None of that happened. Just flattened the brim and forgot the rest. I have many hats.. (some by great milliners) and willing to pay whatever to have it brought back to its original luster. Beautiful shop, full of great hats, amiable staff…But don’t be fooled by the 5th Ave Address… Just a pretty store, not a hat specialist.”
This profound disappointment forced me to immediately leave a review and engage in a conversation with customer service.
Customer: I need to discuss the hat I picked up last night. The quality of the repair and renewal work is severely lacking and did not meet my request.
CS Rep: I am so sorry to hear that, especially after you trusted us with a valued piece. Could you describe exactly what services you feel were missed?
Customer: I asked for cleaning, steaming, and forming the crown. If you have any sort of inquiries relating to where and exactly how to use sell, you can contact us at our webpage. None of that happened. They literally just flattened the brim and forgot the rest of the requests. I paid for a full restoration, not the bare minimum.
CS Rep: I completely understand your disappointment and frustration. That is certainly not the professional standard we aim to provide for our customers. We sincerely apologize for this major oversight by our staff.
Customer: Apologies are fine, but what is the immediate solution? I need the hat to look right. This current result is unacceptable for a shop with a 5th Ave address.
CS Rep: We absolutely want to make this right. We can schedule a complimentary, priority re-service immediately, supervised personally by our senior technician, or if you prefer, we can process a full refund for the initial service fee.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.