Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was really hoping Kangol would help with this. I've gotten many hats from them but am having problems with the newest ones. The first one is meant to have a curved brim but it lost its shape and the brim became weak and flat. The Kangol rep at the time was incredibly helpful, friendly and professional.I experienced the same problem with another order. It was a black beret and its supposed to have a rigid form but it has become weak too. I have these two in the same container with many others, including Kangol ones. Its kept at room temp and there is not too much nor too little moisture. I even have the same beret in camel. Everything including the camel one is fine. My problem is just with the two. Its very strange that this is only happening with the black although it is newer.The reps suggested steaming the hats so I did. This made the problem worse each time. After the first order, the rep provided a couple suggestions. When all of that didn't work, that was when they offered credit. The rep I contacted recently was dismissive and the demeanor even through text was unprofessional. When I let them know that I kept them in normal conditions, the rep continued to suggest that I did not store them properly and that I was at fault. As a note, I contacted them months earlier and all I got was the same basic information I got in my latest messages.I have gotten a bunch of Kangol hats from their site or other sources. I am genuinely a big fan of Kangol hats and I felt disappointed about these two orders and the response *** received from reps. I dont mean to be a bother. I was simply reaching out for help. I really hope the team gets in contact and that we can work this out. I actually eve have my eye on a hat they sell, It would make me feel much better about ordering hats from the brand in the future. I wasnt sure if I should write this here at all but this seemed to be the only way to get the attention of the brand.

  Business Response

  Date: 06/28/2024

  Our ******** Service Supervisor reached out to ********** and sincerely apologized for his experience. ********** had previously ordered a replacement 2-Tone Bermuda Jax Beret and a Kangol Face Mask which we refunded to his credit card. We used a new gift card to cover the new items. The new items were delivered on 6/25/24. 

  We reviewed appropriate hat stiffening methods with our CS team to ensure learning regarding ************** complaint. 

  Customer Answer

  Date: 06/30/2024

  Kangol (or perhaps the parent *** went above and beyond to help me with the issue with the hats. While the responses before reaching out to the BBB were less than satisfactory, they did make up for it here. I wish that the service was as pleasant as the newest responses. It wasn't even so much the fact they could not help but the team's lackluster service was frustrating. The messages back felt either way too cookie cutter or even dismissive.

  That all being said, their response was more than satisfactory. They even say they will look into it for the sake of customers going forward. I might not be able to tell if they implement it but hopefully they do.

  The representative named *********, who is under what I assume to be their parent company, was incredibly detailed in explaining things to me. I have no way of knowing if it was just a copy and paste but this representative still included info that was very useful. I will feel more confident ordering from Kangol or any subsidiary of the ******* *********** if the ** team's demeanor is even close to ***********************************'.

• Initial Complaint

  Date:07/12/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased hat for Kangol 7/4/23. Received delivered info from Fed Ex with delivery date of 7/7/23. Package did not arrive on 7/7 and delivery status changed to pending. Stayed in pending status the entire weekend. Call Fed Ex about situation and they started an investigation to track and locate package. Received call next day from ***** rep and was told package could not be located and was lost. Told to call shipper (Kangol) and have them start lost shipment process. Called Kangol the customer service person was very rude and told me that I needed to wait the 5 to 10 business day to allow package delivery even though ***** has stated package could not be located and was lost. Kangol has refused to refund payment.

  Customer Answer

  Date: 08/07/2023

  Received hat 8/2/23, almost a full month after ordering. Have spoken with someone from company and they were researching the issue with ****** Have not received reply.

• Initial Complaint

  Date:03/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Mar 13, I placed an order on Kangol.com. (Order #**********). I received the order on Mar 16 but I feel I don't like the items, I decided to return all items (using the prepaid return label, ***** tracking: **********************). The last update from ***** regarding this package is on March 20 in ***** location in West Virginia. It has no any updates for 11 days, as of today. I have contacted ***** and was told to contact merchant to file a claim. I contacted Kangol several times and was told to wait for the response from ***** which I was told it will take another 3-4 weeks. As a customer, I did nothing wrong and I should not deserve to wait another 3-4 weeks for my refund. I would like Kangol to issue the full refund of my order right now ($631.29) because I have returned everything more than 2 weeks ago, and ***** is responsible for this return package not me, and missing this refund money makes me hard to support my daily living expenses. Thank you.