Oak Hall Cap & Gown

I ordered my robes 10 weeks before my ceremony. I admittedly ordered through a third party supplier, however Oak Hall refused to communicate any information with me about my order. Sometimes they responded saying they could not give me any info until my gown shipped and other times they just didn't respond at all.

There were communication issues between the supplier and Oakhall involving a discrepancy about how long it would take for the gowns to arrive. When I hadn't heard anything after 9 weeks, the supplier spoke with Oak Hall and asked them to overnight ship my gown to the supplier instead of my home (I was flying in for convocation). They ignored the request and overnighted the gowns to my home at the very last minute. I was flying to NY that day (ceremony was the next morning) and I waited to the last minute to leave hoping to receive the robes, almost missing my flight. The robes arrived AFTER I was boarding my flight. So, I had to borrow robes that were a complete mess and my robes are still sitting in a box under my bed, never to be worn.

DO NOT ORDER ROBES FROM OAKHALL. They will not care whether you receive them or not and will not communicate with you. Borrow them and save your money.

I ordered a cap and gown for my graduation a month back. When I tried contacting them, either nobody picks up or they pick up and then disconnect after waiting for more than an hour on the call. Horrible company service. I don’t have an option as my University placed the order from this company. They have left me in a helpless situation. Agents also are so rude, don’t even want to help anyone. I don’t understand why they are even there. Very Poor customer service.

I ordered my attire April 4th, the day the website opened for my college to place orders. It is now April 25th & I have never received a tracking code. My emails are replied to automatically with the bs run around & phone calls are hardly ever answered. The order number listed in the email has been stuck as “processing” for the past 3 weeks. I graduate May 9th and I am scrambling to find my plan B because I have no faith in this company to give me my stuff. To anyone reading, save your $90-100 on another companies attire for your school. They are not worth the headache. They should truly be out of business for the mess they have created for many people.

The doctoral regalia I rented was returned on May 20, 2021, and according to the UPS tracking number given, the package was delivered on May 24, 2021. I emailed Oak Hall Cap & Gown approximately a month later about returning my deposit, but there was no response. I decided to call on June 23, 2021, and the person answering the phone told me they were backlogged and that she had no idea when my deposit would be returned. She expected me to understand that Oak Hall had processed an excessive number of regalia requests and could not refund everyone's money on time. The representative asked me when Oak Hall received the item. I told her Oak Hall received it on May 24, 2021. She replied, "we got a call from a person who said we received her items on May 21, 2021, and we haven't processed that order either." The bottom line up front is, I want my refund now! It is not my concern that Oak Hall overextended itself and that Nova Southeastern University approved this overextension. Maybe Oak Hall should hire additional help. They had enough support to get the orders out, but suddenly they don't have enough help to process the returns.

I don't understand how a 'cap and gown' company cannot prepare for their busiest season of their fiscal year. How is it that they are 'so busy' that they can't answer a phone call? How is it that they promote 'fine quality customer service' when they won't communicate with their customers? They did ship items before I graduated, but THEY SHIPPED THE WRONG ITEMS! DORKS! Now I will graduate from a school I didn't attend. UGH!

If I could leave zero stars, I would. Graduation is this coming Saturday. Not. One. Word. from them, let alone the PAID FOR regalia. Just automatic responses of how hard they're trying, which clearly is not hard enough considering the amount of complaints filed against this company. You'd think after last year, where no in person graduations took place, this company would be on their game to get orders out ASAP and make $$.

I placed my order on April 1st 2021 and still haven’t received it. This is very ridiculous especially when I call and it directs me to an automated whatever instead of a customer service representative. This week is my graduation and I don’t have my regalia. This is really frustrating

I placed my order on April 2nd and I still haven’t gotten any notification of shipment. I contacted them and they told me to allow for 2 weeks processing and shipping. It’s now May 4, so we are well past that 2 weeks. When I call, it’s a prerecorded message filled with excuses. I had to cancel my senior portraits which had a non refundable deposit. Horrible experience. Highly disappointed.

Placed an order in early April. The funds immediately came out of my account, but no confirmation email was ever sent, nor the email confirming the shipping date. To make matters worse, Oak Hall refused to take any calls during the time frame "due to the high call volume" surrounding graduation. The automated message assured you that "all orders will be fulfilled," but that was clearly incorrect as they made no actual effort to do so. Had it not been for my university bookstore having extra caps/gowns on hand, I would not have been able to walk for graduation, and this sorry excuse of a company would have been the sole reason for that. I don't know where the error occurred on Oak Hall's side of things, but the fact that they left no methods of getting into contact with anyone for their own convenience makes Oak Hall an incompetent business at best and a downright sham at worst. Clearly my university made a mistake in using this company.

Oak Hall Cap & Gown works with many third party suppliers.  The order placed by the customer was with a third party supplier, but a miscommunication between the third party supplier and Oak Hall prevented the order from being fulfilled by the standard expected due date. The first this...

was brought to Oak Hall's attention was on April 14 when the customer called to complain about her order.  Since the customer was irate and the customer service representative was unable to appease her, the call was taken by the acting manager, [redacted] (who is referenced in the customer's complaint).  [redacted] explained to the customer that she was she was aware of the order, but she was unaware of the urgency of the order needing filled because it was now beyond the expected due date.  [redacted] apologized and assured the customer that her gown would be delivered the next day. The gown was shipped on April 14 and tracking shows it was received by the customer on April 15.  Although the request was not made by the customer, [redacted] refunded her money for the order. [redacted] thought the customer was satisfied with their conversation on April 14 because while the customer was irate at the beginning of the conversation, her demeanor had changed by the end and she was actually appreciative of the assistance [redacted] provided. [redacted] Vice President of Finance | Oak Hall Cap & Gown [redacted] | Salem, VA 24153

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Review: I ordered my cap and gown through [redacted] on March 17. When I completed my order, It was told that it should take 3 days to process the order and 5-7 days to ship it. On April 7, I still hadn't received my order so I called Oak Hall. They stated they had not received my order. So I called the company I ordered it through. They said they were going to send it to Oak Hall and put a rush on it. I called Friday, April 8 to see if they had received my order. They did, and I was told they were going to ship it out Monday and I was to receive it Wednesday. Since I had not received an email regarding shipment, I called again on Monday and was told it was going to ship on Wednesday and receive it Friday. I called today, April 14, because I have not received an email saying it shipped yesterday. It still hadnt shipped and I was told the schedule delivery was April 22. They told me they were going to call they ware house to see if they can ship it today. If there would be a problem in the warehouse shipping today where they would not be able to ship, they would give me a call. I mentioned that [redacted] said they were going to put a rush on the order, but they stated they never received a note on the order about a rush.

I asked them what was going on because I keep getting the run around in when it really is getting shipped, or are they telling me something just to get me off the phone. The manager [redacted] had said they have a good reputation because they get their stuff done. I told her to please start showing me because I have not seen that yet. I only have been dealing with rude customer service and what seems to be a lack of communication and follow through. In turn of their rudeness and lack of follow through and communication in their office, my patience has gone thin. When I get a straight answer from them, they do not follow through. When I said I was told by them I was supposed to receive it already, they state I don't know why you were told that. I understand things take time, but what is going on? Did they really contact the warehouse today regarding my order and to ensure it would ship out today? Or did they say they were going to contact my order just to shut me up and get me off the phone like the other three conversations seem to have beenDesired Settlement: I want Oak Hill to complete my order and ship it out. While the order was sent to them on April 8, they have on the order that I made it on March 17. I need them to follow through and complete the order and ship it out because per so many discussions. While they have received my order in their hands April 8 - it was sent to them April 7, I would like them to ship out when they told me to ship it. Phone call on 4/11 and 4/14, they said I should receive the order April 15. Can we please make this happen.

Business

Response:

Oak Hall Cap & Gown works with many third party suppliers. The order placed by the customer was with a third party supplier, but a miscommunication between the third party supplier and Oak Hall prevented the order from being fulfilled by the standard expected due date. The first this was brought to Oak Hall's attention was on April 14 when the customer called to complain about her order. Since the customer was irate and the customer service representative was unable to appease her, the call was taken by the acting manager, [redacted] (who is referenced in the customer's complaint). [redacted] explained to the customer that she was she was aware of the order, but she was unaware of the urgency of the order needing filled because it was now beyond the expected due date. [redacted] apologized and assured the customer that her gown would be delivered the next day. The gown was shipped on April 14 and tracking shows it was received by the customer on April 15. Although the request was not made by the customer, [redacted] refunded her money for the order. [redacted] thought the customer was satisfied with their conversation on April 14 because while the customer was irate at the beginning of the conversation, her demeanor had changed by the end and she was actually appreciative of the assistance [redacted] provided. [redacted] Vice President of Finance | Oak Hall Cap & Gown [redacted] | Salem, VA 24153

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.While I finally have received my regalia from the company, the companies response is in accurate. This was after my third call that anything got done. The reason that a complaint was filed with the Revdex.com was because up until that point, nothing was followed through. I had called the third party that my order was placed through after talking with [redacted] to help push through the order since they seemed to not follow through the previous times I had called during that week. While [redacted] stated they have a good relationship with the [redacted] and are known to have a good reputation It seems they were not in any rush to complete my order and kept pushing it back. However, my first time contacting your company was indeed April 7 and April 14 was not my first time contacting the company. There needs to be documentation on your end for customer contact with this kind of situation as when anyone asks my what I think of this company, I will be telling them my negative experiences with [redacted] finally following through as this was not my first time talking with a manager or asking when my stuff would be shipped. However, on my end, I do not require any more feedback or action from the business.

Regards,

Review: Called to order confirmation gowns to be used 4/26/2015. Agreed to the additional cost of expedite shipping since they could not guarantee arrival by date needed. On 4/29/2015 found a pending bank draft for the amount of 59.50, immediately called the company. They had entered the date needed as 5/8/2015. Requested them to cancel shipment and refund the money. We were told they could not do that. They stated that it had shipped. We were not given tracking numbers or any other additional information. Shipping is via [redacted] which is the only information received. Filed a complaint on their website and tried my own investigation on the [redacted] site. [redacted] has a program called delivery intercept which I feel they should have used. We were told that we would have to refuse the shipment and once they received the shipment back, then they could begin the process of refunding our money. I ordered from them using my own bank card since we are a rural church in [redacted] and the church does not have a credit card. And along with the fact that we are rural, we do get [redacted] delivery, however they are coming from over 40 miles away and do the whole town, so if there is no signature required they leave the package without interaction with the customer. Therefore to reject the shipment is incredibly difficult.Desired Settlement: I would like an immediate refund of money to my account as a rural pastor does not make much money and almost 60 dollars can feed my family. I would like for them to contact [redacted] and request the package returned to them. I should not have to jump through hurdles for something that is their error.

Business

Response:

On April 16th, 2015 an order was placed over the phone. Unfortunately the customer service representative input the incorrect usage date into our system and the order was not shipped until April 28th when the product was needed on April 26th. On April 29th the customer informed us that we had missed the event. We always provide tracking information to customers when requested. Since delivery intercepts do not always work when requested, the customer was instructed to refuse the shipment if a delivery attempt was made. We apologized for the error and the customer was told that as soon as it was in transit back to [redacted] a refund would be issued. The customer did not state that he had an issue with this resolution. The customer called back the following day, April 30th and was again assured that once the package was in transit back to [redacted] a refund would be issued. Again, the customer did not state there was an issue. We were not notified by the customer that the shipment was coming back to us, but on May 4th we traced the original tracking number which showed that it was in-transit to [redacted] and the credit card was immediately refunded (which would have been visible to the customer when it settled on May 5th). The customer was emailed a copy of the credit transaction on May 4th.We again apologize for the error, but we acted promptly to issue a full refund for an error that we take full responsibility for. We were not aware of any issue with the customer being unsatisfied until the Revdex.com complaint since each time we spoke to the customer he did not express his dissatisfaction with the steps we were taking to resolve the matter.Oak Hall Cap & Gown

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

The online ordering portal is poorly structured and includes redundant entries. Oak Cap & Gown sends a receipt that includes no information regarding shipment status, and they provide a link to 'track your order' that opens a redundant copy of your receipt that again has no information regarding shipment status or day of pick-up. Oak Hall Cap & Gown does not appear to have the IT capability of customizing their online receipts to reflect shipment status. This seems pretty pathetic seeing as the primary function of this company is to package caps and gowns and ship them to schools on a known date. I called the company to check on the date I needed to pick up my order at my bookstore, and the customer service representative was extremely rude and seemed irritated that I had no information regarding shipment status. She probably fields numerous calls of the same nature each day. It would make her job easier, and the customers experience easier, if Oak Hall Cap & Gown would update their receipt system to include pick-up dates. This seems like a very minor request for a business that processes transactions and ships orders through an online portal. Every other internet business that I have ever ordered from provides this function.