My experience with Madhats (madhats.com.au) has been extremely disappointing. I was sent the wrong product. When I contacted the company to have this corrected, Ric initially responded by offering me a credit for a future purchase. I made it clear I did not want credit — I simply wanted the correct items that I had originally ordered.When I attempted to reply to both Ric and the general sales email address to resolve the issue, my emails were blocked from going through. After several days of trying, I had to start a completely new email thread before I finally received a response. This was incredibly frustrating and highly unprofessional.Ric then agreed to send the correct hats but instructed me to return the incorrect ones in the original packaging, writing “Return to Sender” on the outside. No return slip was provided. I advised that I would happily return the incorrect items once I received the correct replacements. Ric refused, stating he would not send the new items until the old ones were returned.I refused to pay for return shipping, as the mistake was entirely on their end. Ric initially refuse this, despite this being a basic consumer expectation due to it being his mistake. He has continued to refuse to rectify the situation appropriately. After further discussion Ric offered to reimburse me after they received the items, however due to the lack of trust I currently have in the company after my emails were blocked, I’m definitely not putting further money into making this return, risking losing any product AND paying for him to have it back. There has been zero accountability and zero genuine customer service throughout this entire process. Unfortunately, after reading other reviews, it appears this is a common experience.I strongly recommend avoiding this company.
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