Pinbalwyz
Shelton,#2Author of original report
Sat, July 16, 2011
At Gary's request (the owner), the following update is being posted:
Everything I complained of at Head 'n Home Hats remains true:
* Ronia (their saleslady at their booth at the 2011 Seattle NorthWest Folklife Festival) was indifferent (at best), tried to dissuade me from including the hat size I wore (in inches) on the invoice, and entered a name designation ('Dallas') completely foreign to me (as I'd never seen their website but based my purchase on what I saw and held at the booth) instead of a 'Hurricane' w/diamond snakeskin style leather hatband. She also inferred *SHE* would be making the hat which was so far from the truth as to be a misrepresentation.
* The invoice clearly stated 'XXXL' (which, as it happens, their website translates to 8" to 8 1/8" in their sizing chart) as well as clearly (my handwriting) written 8". What arrived 2-3 weeks later (paid for in advance) was labeled and measured 'XXL'...7 5/8" - 7 3/4". Although charged for 'custom' fitting, it became obvious this hat had been sitting on and hastily grabbed from their shelf...the XXL sewn tag was obscured by a misrepresenting 'XL' sticker obliterating the 'L' to make it unconvincingly read 'XXXL' despite the obvious disparity.
* When called to correct the matter, all persons contacted (except PERHAPS 'Gary', the owner who returned later from an out of town trip) were incompetent, arrogant, or both in handling this company error which began with Ronia's indifference and ineptitude, but continued when staff were asked to remedy the problem the company and Ronia created. TO THE COMPANY'S CREDIT, IT PROMPTLY SENT A REFUND CHECK FOR THE ENTIRE AMOUNT OF PURCHASE *including* THE SHIPPING COSTS OF RETURNING THE MIS-SIZED AND WRONGLY STYLED HAT. As it turns out, the arrogance in incompetence can likely be traced to the fact this is a family run operation who employs family members and friends for managers and sales despite their incompetence. e.g. All (except Gary) proved unequal to recognizing the hat and repeatedly described seeing/holding was not a 'Dallas' (suede) but a 'Hurrican' (smooth leather and heavier) hat! When the original terms of the order were insisted on, one son accused the purchaser of attempting to 'cherry pick' the material/leather rather than simply demanding what had been purchased/paid for.
HOWEVER, when a follow-up call was placed to the company the next week, Gary had returned, and though nearly equal to the impertinence already encountered, did agree to an 'accord & satisfaction' which he fulfilled and consisted of the following:
* Gary sent a check for the cost of the original purchase and return shipping cost promptly upon receiving the errant hat.
* Gary recognized the hat described by the purchaser rather than being confused by Ronia's mishandling of the invoice description of the item.
* Gary, as the owner, was easily more competent than his family employees/friends.
* Gary agreed (for $4 more than the originally agreed sum at the time of the initial purchase) to provide the hat ('Hurrican') w/appropriate (originally chosen) hat band which he would PERSONALLY inspect for true sizing (XXXL, i.e. 8" - 8 1/8") before it shipped. A note w/his signature stating he'd inspected it was affixed inside the 2nd hat when it arrived.
* Although Gary wanted 3 weeks leeway (he took the new order paid for by credit card over the phone) to complete the hat, his company did so faster than that and it arrived as promised a little more than a week or so later. That hat was, indeed the same as what had been seen at the Festival company booth except that the leather had not been treated as the one on hand in the booth had been and despite Ronia's assurances it would be treated prior to shipping.
* Despite Gary's feigned initial indifference to promises of this report (said the company had the best reputation), he did ask for this update after reading it once he'd called and determined I was satisfied with the 2nd hat. It fit, it was a 'Hurricane' (same leather material & construction & style) I'd purchased. But I purchased mink oil and bees wax to treat the hat leather even though this deficiency was contrary to the initial bargain as I had not taken the time to discuss it in the subsequent 'accord & satisfaction' bargaining.
Gary kept his word, and by posting this update, I'm keeping mine. So the owner (if not all his employees) is an honest business man. Still, they are a company whose hats are not all that have 'attitude'! It would appear that they (or at least Gary) can be trusted for business IF YOU KEEP A CLOSE EYE ON THEM and document all aspects closely. I can't say the same for Ronia. You've been forewarned if you meet her and hand over payment based on taking her at her word. BTW, one of his employees had the chutzpah to ask me if I could state how much the hat I had purchased WEIGHED? And anticipating my negative reply, challenged my position as untenable because insufficient details like this were not included in the invoice. Don't make the same mistake and do not be dissuaded by Ronia attempting to avoid specific hat sizing instructions. Take a PICTURE of the hat you see/want, keep a copy of the invoice, and do not leave out any detail...you might even want to bring a scale to record the weight given the nerve of the one employee who sneered at my insistence the original terms of the contract/invoice be honored.
Conclusion: Head 'n Hats still makes the BEST leather hats in America if not the best of customer relations and management competence. With sufficient forethought, care, and oversight, you may end up enjoying that excellence.