Let me start by saying this is a cautionary tale about how easily an online purchase can go wrong. My shopping experience was absolutely terrible, and I want others to be wary. Despite seeing so many positive reviews praising their logistics, my reality was the opposite: the package arrived late, and the item inside was visibly damaged. I know others have reported “Great customer service, cool hats, fast secure shipping,” but based on what I received, I have to question how they handle their fulfillment process at all. That’s why I felt compelled to contact customer service immediately—I needed an explanation and a viable solution for the money I wasted.
Customer: I need to speak to someone about an order I just received. It’s completely unacceptable.
CS Rep: I apologize that your experience hasn’t met expectations. I’d be happy to help. Can I please have your order number?
Customer: It’s #45893. If you have any thoughts relating to where by and how to use http://www.wholecustomdesign.com, you can make contact with us at our page. The hat arrived visibly damaged. The brim is warped and there’s a noticeable crease in the crown. I was expecting “fast secure shipping,” but this packaging was clearly insufficient.
CS Rep: That sounds incredibly frustrating, and I am so sorry the product arrived in that condition. That is absolutely not the experience we aim to provide.
Customer: Frustrating is an understatement. I bought this as a gift. What are you going to do to fix this right now? I don’t want to just tape it back up.
CS Rep: I understand completely. We can expedite a replacement hat free of charge and send it with reinforced packaging immediately. I can also email you a prepaid label so you can return the damaged item. How does that sound?
Customer: That sounds like the minimum you could do. Just make sure the next one actually arrives in quality condition, please.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.