Lack of Color

Lack of customer service, not the quality they claim it is. Safe yourself the pain – I bought a hat. The sizing was slightly large and didn't fit. They offered padding. I didn't want padding as the model didn't look like it was on the website. I wanted to change for a different hat. So I send them an email asking how to return. In the meanwhile to save time, I ordered already an other one. Different size and different model. With the assumption that they will reimburse the first hat, as most other companies will do.

How wrong was I. Apparently my first hat was bought at a discount. I wasn't aware of that. (But when looking on their website again it was full price?) Anyway it means you can not get your money back. You can return and get a store credit. I emailed back that I had ordered already another hat, and that I had spend another 140 dollar on this second hat. Lacking flexibility and customer service is disappointing and I had enough. I canceled second order. And they will be receiving their first hat back soon. They can keep their store credit.

This review could have been a great one if they had just swapped the hat for a different one which would have suited me. But unfortunately this lack of flexibility and customer service I feel compelled to share my experiences with other people.

The other review states it very well. The quality of the hat is a costume quality. Safe yourself the disappointment.

Waste of money, cheap poor quality – I was so excited to finally get a hat from here and boy was I let down when I opened that box. Cheap costume quality product, similar to something from a 2 dollar shop. I am embarrassed to even be seen with it. Don’t waste your money.

Lack of care. Lack of customer service. Save yourself the frustration – Weeks after placing my order I had received no despatch notification and so sent a query to Lack of Color who did not reply. They despatched the hat the next day. When the hat arrived it was three sizes smaller than the size I ordered, a fact established by measuring (and also asking someone who is two sizes smaller than me to try it on. It was too small on a 57cm head. Probably because it was a size 56. Go figure.) So I advised Lack of Color they had sent the wrong size, repeated the size I had ordered and asked for their return procedure. After I had clearly stated the issue (wrong size supplied) they responded by asking what the issue was and requesting photos. When I repeated that they had sent the wrong size, she then "reiterated" that she wanted photos of me measuring the hat, which she had not specified in the first place.

I went to the ridiculous effort of attaching a measuring tape to the hat with paperclips and provided Lack of Color with photographs clearly establishing that the hat is three time smaller than it is labelled and three times smaller than the size I ordered. Their response? They "stand by their hat sizes." 59cm is 59cm. 59cm doesn't run small or large. 59cm just IS, unless you're conversing with Stephen Hawking, and I doubt these folk ever have. When 59cm measures 56cm, it's 56cm, not 59cm.

Asked on what basis they "stood by their hat sizes" given the hat was clearly the wrong size, they would not respond.

Lack of Color do not provide an address on their website and do not respond within business hours but in the evening or overnight. When, exasperated enough to return the hat for a refund, I attempted to initiate a return through their website rather than keep dealing with their uncooperative staff, I discovered I'd be stuck with a $27.50 handling fee and could only receive an exchange - an exchange for what? Another mis-sized item?

It takes a special kind of contempt to be wholly and indisputably in the wrong and not acknowledge the inconvenience and disappointment to the customer, to not apologise for failing to provide a product as ordered and paid for, or offer to remedy an issue entirely of your own creation, but to treat the customer you have let down as though they are unreasonable.

I've seldom had a more bizarre customer service experience. The staff of this company are either unwillinging or unable to communicate at all effectively. It makes my skin crawl to receive correspondence signed off with "yours in kindness" and inappropriate kisses when their customer service is so lacklustre and their quality control worse. I appreciate professionalism, efficiency and courtesy, not over familiarity. Do not blow kisses when you're stuffing me about.

Having made every effort to resolve the issue with Lack of Color, I lodged a PayPal dispute. Lack of Color responded (privately, not through PayPal) that they had supplied me with a refund and a return shipping label to return the hat "you are not happy with" (ONCE AGAIN, 56cm not 59cm. Hat sized three times smaller than the label; three sizes smaller than the size ordered. "Not happy" doesn't enter into it. "You're not out of pocket and the situation has been resolved."

1. They had not supplied me with a refund 2. The shipping label they supplied me with was invalid, as twice confirmed by the courier company. 3. Unless the hat grew larger or my head smaller, the situation had not been resolved.

After PayPal, whom I provided with images of the hat measurement found in my favour and issued a refund, Lack of Color provided a valid shipping label to have their hat returned.

It has taken SIX WEEKS to resolve this matter. Now I finally get to send their blessed box with its useless mis-sized hat out of my living room back to where it belongs. Perhaps not quite.