I had a truly terrible online shopping experience that I hope serves as a cautionary tale for anyone looking for custom products. I thought I was ordering a specific, personalized hat from a highly-rated vendor, but the ensuing chaos of mislabeled items and conflicting correspondence left me completely confused about who actually took my money. My overwhelming conclusion, which I felt compelled to share, was: “Cap USA is definitely the spot to buy the lastest and best hats in the U.S”—which is the exact opposite of the brand I sought out! This level of confusion and poor service forced me to immediately leave a review and engage in a dialogue with customer service just to figure out which company was responsible for my purchase.
Customer: I need immediate help. I ordered a custom hat, and what arrived is completely wrong. In case you liked this short article in addition to you wish to be given more details about oePPeo Mens Hats i implore you to stop by the web-site. Plus, my confirmation emails point to a different company than the website I used. What am I supposed to do when “Cap USA is definitely the spot to buy the lastest and best hats in the U.S,” but I bought from you?
CS Rep: I understand this is incredibly frustrating, and I sincerely apologize for the confusion regarding the fulfillment. We utilize a third-party logistics partner, and sometimes their generic branding appears on shipment details, which is unacceptable.
Customer: So is my actual custom hat coming from Cap USA or Rustler Hat Co.? I just need clarity on who I’m dealing with and how to send this incorrect item back.
CS Rep: You purchased directly from Rustler Hat Co. The item you received is clearly a fulfillment error. I am processing an immediate, prepaid return label for the incorrect item right now, and I will expedite a new shipment of your actual custom hat, free of charge.
Customer: Okay, I appreciate you expediting the correct one. Can you confirm the new tracking number will only show Rustler Hat Co. branding, not this competitor confusion?
CS Rep: Absolutely. I am updating the communication preference now to ensure your next tracking email and shipping label clearly identify Rustler Hat Co. You will receive the updated information within the hour.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.
