Review Time
I find myself in the same situation as the previous reviewer, having placed my order even earlier on the 12th of December. I still haven't received my items through the delivery service, yet they were quick to take my payment on the same day. This suggests a recurring issue rather than an isolated incident. It's disappointing to think that a Christmas gift may not arrive, and I'm left uncertain if I will ever receive my order. I've noticed that the website has recently changed, mentioning a new site coming in January, but perhaps their efforts would be better focused on fulfilling existing customer orders made in good faith. Proceed with caution when ordering here.
Terrible customer support - I’ve been waiting for a refund for approximately a month now, having received an email stating it would take 7-10 days to reflect in my account nearly a month ago. I’ve sent three emails without any reply (they claim it should take up to two days!), and I’ve tried calling but got no answer (they provide a number for quicker responses). While the return and its confirmation were handled promptly, at this stage it feels like they’ve taken my money!
Unacceptable customer service - I've been waiting for a refund for nearly a month, despite being informed it would take 7-10 days to reach my account. I've emailed three times without any reply (they claim responses take up to two days!), and my calls have gone unanswered (they provide a number for quicker assistance). The return and confirmation were prompt, but at this point, it feels like they've taken my money without intention to return it!
If I could rate this local business I once respected with zero stars, I would. It's an absolute disgrace. They canceled my order without any explanation, and in the meantime, I've found better use for my money. To say I'm appalled is an understatement. I will never purchase from them again. I usually prefer another brand for their excellent hats and service, but I decided to take advantage of a deal during a sale, only to have my order canceled, leaving me very dissatisfied.
I created an account while browsing hats since I was interested in a couple. The new customer discount was easy to obtain (just activate the tab upon account creation). I purchased two caps after following the measuring advice provided. They arrived very quickly (appreciated delivery), and were well packaged. The caps are made from high-quality materials and fit well, thanks to the accurate measurements! Overall, a very efficient and swift experience.
I ordered a Baker Boy Cap in navy wool, which was on sale. The next day, I received an email stating it was out of stock. I then ordered another Baker Boy Cap in navy cotton, also on sale, only to get another email that it was also out of stock! I own a Baker Boy Cap in black wool from them, which I recently discovered is made in China after reading a review.
I bought a superfine Panama hat from their online shop. Upon arrival, I noticed several 'hangnails' on it (not sure if this is typical), and the hatpin fell off. I also purchased a classic fedora last year, attracted by its soft felt, which is much softer than another brand's. Additionally, it seems they won't be running a summer discount this year, and it's disappointing that they've stopped selling certain styles, while also raising prices on others this month.
The customer service is quite poor. I placed an order for a size 60 that was available online, and they quickly took my payment. Then I received a blunt message stating they didn't have that size in stock and that I'd get a refund in 10 days. When I inquired about the issue, I was surprised to hear that they don't have the necessary components for the hat. Ten days later, I was informed that my refund would take another 19 days. In total, that’s 20 days! I asked when they expect to have the hat in my size available, and they said 'next season for SS26.' No further explanation, yet the hat and size still show as available online.
I own a few hats from this brand. They are nice, but the sweatbands are stiff and uncomfortable. Regarding the business, they advertise a 12% discount for signing up for their newsletter. I signed up but never received a code. I reached out multiple times through their website and social media, but received no response. It feels like they don't prioritize customer care.
I scheduled a visit to the store and met a representative who was patient, friendly, and knowledgeable. I intended to buy a specific Panama for an upcoming tea party and also wanted to explore fur Fedoras for future purchases. The representative showed me a variety of models, colors, and materials. Although I initially wanted a fur Fedora, I opted for a wool unlined Fedora in the exact khaki color I desired, which was an end-of-line item. I customized the ribbon for a small fee and am very pleased with both hats. They fit well and complement my wardrobe. I recommend visiting for a fitting, as sizes and colors can vary.
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British Hat Maker for 245+ Years | Quality Hats and Caps by Christys London. Men's hats, Women's hats & Caps. Shop Now!
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