Complaints
Customer Complaints Summary
- 228 total complaints in the last 3 years.
- 20 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/02/2025
Type: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 April 14, 2025, I ordered a doctoral graduation Tam, Tassle, Hood and Gown complete package from Oak Hall Cap and Gown. They were recommended by my university ******* ************* **********. The cost for the items including shipping and taxes is $236.85. I couldn't graduate as expected, and the University told me to return the package unopened. I returned the complete package unopened on April 24, 2025. After one month, on May 31, 2025, I sent Oak Hall an email asking about my refund. On June 2, 2025, they responded toy email stating that their refunds take between 30 to 60 days. It's July 1, 2025, over 60 days, and I'm yet yo receive my refund.
Business Response
Date: 07/08/2025
A refund was processed to your form of payment on 7/2 which should show on your account in 5-7 business days.Customer Answer
Date: 07/08/2025
I have reviewed the response made by the business in reference to complaint ID ********, 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,
******** ********Initial Complaint
Date:06/26/2025
Type: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 March, 15, 2025, I ordered a Cap, Gown, and Tassel package from Oak Hall through my college, “********** ** *** ***********.” I was buying it for sentimental reasons, not to necessarily walk the line. The order only stated: “**** ** *** *********** - STH WEB|Master Package × 1”. Nothing about the height, what I will soon discuss. The total, including shipping and taxes, was $155.64.
The package arrived on March 27, 2025. I didn’t immediately open it since it was a workday. After a few days I did and tried it on. I noticed it was too short, there was a problem with the zipper fold, and there were many loose threads. (I am 5ft10in and the gown showed 5ft5in.) The package mentioned that it would take time for the folds and creases to come out, so although I wasn’t completely satisfied I gave it time.
By April 25, I was still unhappy with the gown’s quality and called Oak Hall’s customer service. I spoke with a representative who acknowledged my concerns (too short, zipper issues, etc) and said that because I had contacted them within 30 days of receiving* the item, I could return it for a refund—but emphasized it needed to be sent back immediately. I returned it the same day.
As of today, June 26, 2025, I am currently without the item and without a refund. They said it takes approx 30 days to fully process the refund, so I tried resolving the issue with the same Customer Service line on 5/6/25 and 6/13/25 to get answers, and was only passed around. Part of the phone call included that they don’t typically do returns for opened product, however it should not have mattered. The person on the phone knew I opened it to identify those issues. I was told I could do it in this circumstance. How can a customer to identify product flaws without opening the package?
I am not requesting the full $155.64—I understand $15.95 covered shipping, and $6.25 has already been returned. I am asking for the remainder of the refund to be processed, as I was promised.Business Response
Date: 07/02/2025
I apologize for the delay. Your refund was processed 6/26 and should credit your form of payment within 5-7 business days.Customer Answer
Date: 07/02/2025
I have reviewed the response made by the business in reference to complaint ID ********, 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. I do, however, firmly believe this issue would not have been resolved without filing this complaint, and I can’t help but wonder how many others have faced the same situation.
Regards,
****** *****Initial Complaint
Date:05/12/2025
Type: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 ordered my custom doctoral regalia from this company on March 6, with the understanding that it would be delivered in time for my graduation ceremony (an extremely important event that only happens once.) there was very little communication so I reached out several times in April and was repeatedly assured it would be shipped May 9. It is May 12 and the order is apparently still processing. No one at the company seems to be able to tell me anything and I leave for graduation in two days. I paid 1500 dollars for these robes just for them to not be sent in time for my graduation. That is completely unacceptable behavior for a company whose sole job is to make and send graduation robes in time for the event and for such a high price, they have completely failed their task so far.Business Response
Date: 05/13/2025
This order shipped next day air on 5/12 with tracking number ******************.Customer Answer
Date: 05/13/2025
I have reviewed the response made by the business in reference to complaint ID ********, 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,
******** *******Initial Complaint
Date:05/06/2025
Type: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 made my order over a month ago; I received an email that I had placed my order, but since then I haven’t gotten any emails confirming that my package has been shipped. People who had ordered at the same time as me, or later, have already received their orders. I emailed costumer service a week ago, and have heard no response.Business Response
Date: 05/07/2025
You should have received an email on 5/1 that your order shipped with tracking number ******************.Customer Answer
Date: 06/26/2025
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Hello, Sorry for the late response. Yes, I received the cap and gown.Initial Complaint
Date:04/28/2025
Type: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 April 10th, I placed an order for my cap and gown. As of today, April 28th, I still have not received a tracking number or any update regarding the order since placing the order. I have reached out via email and phone as I graduate in 2 weeks and have not received a response.Business Response
Date: 05/01/2025
A refund was processed to your card of purchase.Customer Answer
Date: 05/01/2025
I have reviewed the response offer 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 was not refunded the full amount that I paid for my purchase.
Regards,
****** *****Business Response
Date: 05/02/2025
The remainder of the balance was refunded on 4/29. It usually takes 5-7 business days for credits to post, so you probably haven't seen it come through yet.Oak Hall Cap & Gown Order ******* Your order has been canceledOrder ******* was canceled at your request and your payment
has been refunded. Removed ItemsGown, Cap, and
Tassel × 1Refunded Free ******* ********** - BACH STH WEB | Bachelor Package - Ship to
Home × 1Complete PackageRefunded $65.98 Subtotal $65.98 Shipping $15.95 Taxes $7.26 Total $89.19
USD Total paid today $0.00 USD Visa (ending in ****) $89.19 Refund Visa - $7.26 Refund Visa - $81.93Customer Answer
Date: 05/02/2025
I have reviewed the response made by the business in reference to complaint ID ********, 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,
****** *****Initial Complaint
Date:04/23/2025
Type:Status:AnsweredMore 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.
Hello, I ordered my bachelors graduation regalia nearly two weeks before the deadline. Oak Halls website says that these orders get shipped within 24 hours on business days, but it’s been over two weeks and my order still says “processing.” Customer service is basically non-existent, my emails and contact requests through your website were never addressed and the person on the phone was only able to tell me that my order is still processing. I am getting extremely doubtful that my regalia will arrive on time for my ceremony. I am a COVID graduate and banking on the chance to walk the stage for the first time this May.Business Response
Date: 04/25/2025
Your order shipped on 4/24 with a tracking number of ****************** and shows that it was delivered 4/25 at the front door.Initial Complaint
Date:04/22/2025
Type:Status:AnsweredMore 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 placed a order for a ******* Cap and Gown on April 2nd and still haven't received any shipment information. I have been trying to contact this business via email and phone with no success. At this point i do not believe my order will arrive in time so i would like to cancel my order and refund the money. They have zero customer service. There is no other way to reach them because no one is responding to my requests from this business.Business Response
Date: 04/25/2025
Your order shipped 4/25 with a tracking number of ******************.Initial Complaint
Date:04/21/2025
Type: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.
Per instructions from ******* **********, I ordered my regalia from this company three days before its stated deadline. The company's website states that the regalia will arrive in eight weeks.
Based on my order date, I interpreted this information to mean that my order would arrive on May 5, 2025. However, I have not received any communication from the company regarding my order shipping date. My credit card was processed immediately for the full amount when I ordered.
I emailed requesting an update four days ago and did not receive an email response until after I was on hold for more than 45 minutes today.
When I spoke with customer service representative ****** today, she told me my order would ship "on or around May 9th." I then asked about the shipping method and was told it was "usually two business days."
This is the first time a possible shipping schedule has been communicated, and it is too close to my degree ceremonies and graduation date. I asked to speak with someone who would assist me in giving me an exact shipping date and how to accelerate the shipping date, and I was told, "There's no one to talk to, and we can't change the shipping date."
I find this response unacceptable for an order that cost me $1,154.37. I paid for this order on my ******** ******* card.
It's too late for me to order regalia from another company. I want a delivery date communicated to me in writing so that I can determine if I need to rent a hood and gown for my graduation ceremonies.Business Response
Date: 04/23/2025
Your order shipped with a tracking number of ******************.Customer Answer
Date: 04/24/2025
I have reviewed the response made by the business in reference to complaint ID ********, 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,
****** ***********Initial Complaint
Date:04/21/2025
Type:Status:AnsweredMore 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 am receiving no customer service from this company after emailing twice and attempting to call. I just want to make sure I receive my package by my graduation date, if I do not I will not be able to walk the stage.Business Response
Date: 04/21/2025
Your order is scheduled to ship in time for your graduation.Initial Complaint
Date:04/20/2025
Type:Status:AnsweredMore 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 attempted to cancel my cap and gown order, but Oak Hall Cap & Gown is making it extremely difficult to get in contact with. I emailed customer service to cancel my order, and was told that they would escalate the request to cancel the order. However, I have not heard from them since. When I went to go pick up my cap and gown from my university, they told me that Oak Hall Cap & Gown would be able to help me return my order. I emailed again, but did not receive any response. I hope Oak Hall Cap & Gown will be able to get in contact with me to resolve this issue, and return my regalia within the return period window, with a full refund.Business Response
Date: 04/23/2025
A return label has been emailed to you. Once the return is received, we will process a refund to the card of purchase.
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