Village Hat Shop

What I said was misinterpreted I am sorry the customer is unhappy because they are not getting their way.There is no guarantee that apparel purchased online will fit We do out best to give guidelines.My decision stands.Send the hat back for a refund.***Villagehatshop.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
So let me reiterate, Tina, The Village Hat Shop manager, is misleading people who are unaware that the "sizing guidelines" which are posted on her website should technically not be followed because they are misguiding average customers who have no choice but to trust that the website would post accurate information If the sizing guidelines should not be used by customers, they should be removed off her website, as not to mislead customers to believe they are measuring for an accurate size, when in reality they are not. Yes, she bragged and lectured me for minutes about some sizing article she wrote and offered to send me a copy which I politely declined I don't care to read her article, when she clearly seems to know nothing about sizing What I do care about is her doing the right thing and admitting that her sizing chart should not be posted on her website along with an instructional video on sizing, if customers purchasing hats should not follow the guidelines they have posted She also offered to send me an $sizing guide so I could remeasure my husband's head and then she would pay to ship me another hat, but I would be responsible to ship the original hat back to her and here is the catch, if the second hat doesn't fit then I would be responsible for once again shipping it back to her Now, call me crazy but instead of shipping me your $hat sizer and then shipping a second hat out to me, wouldn't it make more sense to just pay the $it would take to send the original hat back to her? After the messy confrontation we encountered over the phone, why would I ever want to purchase another hat from her knowing that I would need to pay to ship it back again if there were a problem? She was very difficult to deal with and I would never purchase anything from this site again The whole thing has become a mess She says I signed a contract? What contract is she referring to? I signed no contract, all I did was purchase a hat from her online store Also, she repeated continuously to me on the phone how this hat measures, "true to size" She sells over thousands of hats on her website, but she knew that this particular hat, measured exactly, "true to size", well let me tell you something Tina, it doesn't! So, like I explained to her I measured my husbands head not once, but three times and according to her guidelines he fit a large Well the large didn't fit!As a customer of her online store, I am telling you that this hat does not measure, "true to size" If you claim it does, then clearly there must be a defect on this hat If according to Tina this hat measures "true to size", then it obviously there must be a defect Let me remind her what her refund/return policy is, "If there is an issue such as a defect or damaged item please contact us at 1-888-VHS-HATS before sending any item back She is making a big deal over $ That is all I was requesting for her was to honor and do what was RIGHTt When I told her that she should do what was right, she became very offended and rudely responded to me in an authoritative voice as if I were her child, "You are upset because you didn't get your way, you can contact who you want but you won't win." That is what I call excellent customer service coming directly from the manager Shame on her for not doing what was right from the beginning
Regards,
*** ***

I spoke to the customer yesterday regarding this issue The first statement she made was that the hat was beautiful but it did not fit.We paid to ship the hat to her, and I explained our policy that is written at the bottom of every page of our website that she was responsible to ship the hat
back to us for refund or exchange It is the contract agreed to when you purchase online to adhere to the policies of the seller Only the largest Online retailers, and there are very few, offer shipping both ways Many do not have free shipping at all.If she elected to exchange the hat for a larger size, I would pay the shipping cost to ship the exchange hat back to her as well as include a set of hat sizers (an $value) in case the new hat was slightly large.She declinedShe kept repeating that she measured her husbands head according to our video, and used the sizing chart as her guide The sizing chart is the industry standard sizing chart, but everyone knows that there can be variations on fit in apparelThat is why on each product page of every hat we sell, if there is a size variation, we write about it in red letters The hat she purchased runs true to size.Not all size shoes will fit you, even though you wear a size shoe She did not disagree with this point I also offered to help her determine the correct hat size over the phone She declined the offer I made to send her an article how to determine your hat size from an adjustable ball cap I think everyone knows that there is a risk when you purchase apparel online I personally send back clothes andshoes that are technically my size, but do not fit There is no possible way fit can be guaranteed when you order online We promise to pay for shipping twice, and the customer must pay to ship the hat back if a return is necessary.As reflected in our excellent Revdex.com rating, virtually all customers understand and agree.We are happy to refund the hat for the full purchase price when the hat (returned in new and unworn condition) is processed in our returns department Thank you,TinaVillagehatshop.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am requesting the $owed to me by the seller be refunded back as it was their misleading sizing guide and video provided on their website which was inaccurate, and lead me to order the hat in the wrong size As a consumer you trust that the seller would post accurate information I accurately measured my husband's head three times and ordered as per their sizing instructions It was not disclosed on their website that the guidelines could possibly be inaccurate so as a consumer, I had no choice but to believe I would receive the correct size I do not feel this is a matter as the manager foolishly states, "getting my way" this is a matter of morals and principles and shame on the manager who doesn't recognize she should do what is right for the customer instead of making accusations At the end of the day it's only $8, but it's the principle of doing what is right
Regards,
*** ***

What I said was misinterpreted.  I am sorry the customer is unhappy because they are not getting their way.There is no guarantee that apparel purchased online will fit.  We do out best to give guidelines.My decision stands.Send the hat back for a refund.[redacted]Villagehatshop.com