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Mike The Hatter

7976 Broadview Rd Ste 105, Broadview Hts, Ohio, United States, 44147-1277

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I was intentionally sent the wrong product and the business is requiring me to spend more money to get a refund or to get the correct product.

On 2/15/20, I ordered a Capas Ascot from Mike the Hatter, which cost $49.85 with shipping. I was disheartened to receive a Scala Ascot. I contacted the business and was told that they intentionally sent the wrong product and routinely send this "sister brand" because they did not have a Capas Ascot in stock. When I told them that this was unacceptable they tried to cover it up by saying I did not designate the type of Ascot I wanted. When I sent them the receipt, their management emailed me to apologize and told me to front the shipping to send it back and THEN they would refund me. I tried to explain to them that sending the wrong product intentionally is akin to sending a gift, but would send their hat back if they would send me a shipping label. They refused and are refusing to send me the correct product or return my money. Please assist. Thank you.

Mike The Hatter Response • Mar 11, 2020

Hello,

We received first notice of this complaint today via email to ***. We never received a letter, and I see the address listed is ***, but we have not been at this location for over 8 years.

As a family-owned business, we take these customer service issues very seriously. Unfortunately, when these issues arose, I (*** - owner), was out ill. As soon as I became aware of the situation, I issued a full refund on 2/28/20 - I have attached the refund receipt. I attempted to call the customer at the number provided and his voicemail was full, so we sent him an email on 2/29/20 - also attached email sent. I told him to keep the original hat sent and that we would attempt to get the specific hat and send him that also. We did not receive a response to this email. We sent him out the new hat at no charge - I have also attached the exchange order receipt that was delivered to the customer on 3/6/20. Again, we apologize for any inconvenience to Mr. but we feel that we did respond appropriately in a timely manner once I was notified.

Please let us know if any further information is required.

Thank you

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Address: 7976 Broadview Rd Ste 105, Broadview Hts, Ohio, United States, 44147-1277

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+1 (440) 746-1604

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