Complaints
Customer Complaints Summary
- 228 total complaints in the last 3 years.
- 20 complaints closed in the last 12 months.
If you've experienced an issue
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:05/11/2023
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 placed my order for my regalia on 04/23/23, with a total amount of $99.67. This company site states that domestic shipping should take up to 2 weeks (with consideration to processing and transit) -- my graduation date is in a few days and I still have not received my regalia. I'm not sure what to do and the tracking still says its in process. My university even told us to place orders before a deadline (which I did) and I still have not received my regalia or any feedback. I tried emailing the customer support email yesterday (05/10/23), at around noon, and I still have not heard back. My friends have also complained about the same thing; it seems this company has many issues in its communication and customer satisfaction.
Business Response
Date: 05/12/2023
Thank you for your concern regarding your order. Someone will be in contact with you shortly to resolve this issue.Customer Answer
Date: 05/16/2023
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:05/11/2023
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 ordered my cap and gown on March 20, 2023, for my graduation ceremony on May 20, 2023—the confirmation email states to allow up to 2 weeks for order processing and shipment. Upon reviewing the status of my order (#*******), I see that my order has not been shipped yet. I tried to message Oak Hall Cap & Gown on Instagram and received an automated message. I tried to call the store but could not contact anyone. I have also sent an email expressing my concerns. I am extremely frustrated and worried that I will not receive my cap and gown for graduation.Business Response
Date: 05/18/2023
*******,Your order will be shipped today to arrive tomorrow.Oak Hall Cap & GownInitial Complaint
Date:05/11/2023
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.
Hello! My name is ********* ********! I am a senior. My graduation is on June 9. On April 24, I ordered my cap and gown. However, it has been two weeks and I have not gotten an update. I want to know if there are any updates immediately. My order number is *******.Business Response
Date: 05/12/2023
Thank you for your concern regarding your order. Someone will be in contact with you shortly to resolve the issue.Customer Answer
Date: 05/12/2023
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:05/11/2023
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 regalia on 4/4/2023. My graduation is May 19, in 8 days and I have not received my regalia. This company has not returned any of my phone calls or responded to my emails. I need help immediately as I was scheduled for professional photos and I have family coming in. The amount of undue stress this company has caused is unacceptable. I need to get my Regalia immediately in order for me to walk on stage. My tracking number is *******.Business Response
Date: 05/12/2023
Thank you for your concern regarding your order. Someone will be in contact with you shortly to resolve the issue.Customer Answer
Date: 05/19/2023
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Hi *******, I received it on Tuesday. Thank you for the assistance. Regards, *******Initial Complaint
Date:05/11/2023
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 ordered my Cap and Gown from Oak Hall on April 7th, 2023 and I still have not received it. They do not answer their phones nor emails. They took my money and never sent me anything. Not to mention this is for my graduation that I worked very hard to accomplish and now I’m out over $100.Business Response
Date: 05/12/2023
Thank you for your concern regarding your order. Someone will be in contact with you shortly to resolve this issue.Initial Complaint
Date:05/11/2023
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 a cap and gown on 3/27/2023 from the website for my graduation in August. I have received a confirmation number of ******* and a charge has been filed on my card, however; I have not heard anything regarding as to when I will recieve my cap and gown, the status of whether the package has been delayed and so forth. Several other peers in my cohort are running into the same problem and if we contact the company directly, there is no answer or they are just as clueless as we are with any updates on our orders. At this point, I want to know when my cap and gown will arrive and have some communication whether it be written or electronically provided as it is just the regalia that I ordered. I did not purchase any additional components. I have graduation pictures scheduled for next month and need my cap and gown as soon as possible.Business Response
Date: 05/12/2023
Thank you for your concern regarding your order. Someone will be in contact with you shortly to resolve this issue.Customer Answer
Date: 05/22/2023
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:05/11/2023
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 regalia for the JD degree for ********** ********** *** ****** (order: *******) and it was supposed to arrive at the bookstore on May 9, but didn’t arrive until May 11. I paid $127.29 to have the regalia from May 9th until I return it to the bookstore after my graduation on May 12th. I'm demanding a refund due to the unprofessionalism on part of the company and the ********** bookstore as well as the frustration this situation has caused me (and others still waiting as well). It's completely ridiculous that shipments have been delayed. I had a grad photoshoot yesterday where I had no regalia because of the delays even though I should've had it by then. In addition, the gown I received is not what I ordered. It doesn’t have the gold stitching and is of much worse quality than the gowns of my peers (I have photos to prove it). The photo with me in it is wearing the regalia of my peer who got the correct one on time. The second of the regalia hanging is the one I got which is not what I ordered and absolutely ridiculous. No one has answered my calls or emails. I demand a full refund.Customer Answer
Date: 05/11/2023
It was rented through Oak Hall. The only thing the bookstore did was distribute it once it arrived.Business Response
Date: 05/12/2023
Thank you for your concern regarding your order. Someone will be in contact with you shortly to resolve this issue.Customer Answer
Date: 05/12/2023
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 don’t trust the company to actually reach out to me to resolve this issue. I have still not heard back by email or phone and I don’t want to mark this as resolved until I get a refund on my order.
Regards,
**** ********Business Response
Date: 05/18/2023
****, We apologize for the delay. Your order was shipped to the bookstore on 5/10 with upgraded shipping. A full refund has also been placed on your order. Congratulations. Oak Hall Cap & GownCustomer Answer
Date: 05/18/2023
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:05/11/2023
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 regalia for graduation on April 16th, the deadline which was provided in order to receive the shipment for my May 20th graduation date. It instructed allow 2 weeks for processing and shipment. As of today, 5/11, I have not received my regalia and am at risk of not walking during the ceremony because of this companies failure. I reached out for an update on the order via email on 5/9 and received no response. The total purchase of this order was $158.19. The order still says “in process” and I am at risk of not receiving it prior to my departure for the graduation on 5/18. This is extremely disappointing and frustrating. Please have this company provide and immediate update and overnight express mail the regalia as the university cannot provide any updates for the vendor.Business Response
Date: 05/12/2023
Thank you for your concern regarding your order. Someone will contact you shortly to resolve this issue.Customer Answer
Date: 05/17/2023
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:05/11/2023
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 am incredibly frustrated right now with Oak Hall. I ordered my regalia on time and was told that it would be ready by May 9th. With this timeline, I scheduled and paid a professional photographer to take pictures on May 10th. Of course, when I go to pick up my regalia, it cannot be found, and I am told that another shipment is coming. Great, so now I do not have regalia for photos.
Already dealing with that issue, I go today to pick it up—the day before graduation—and the gown does not even match! It is completely missing the gold stitching up and down the front of the gown and on each of the bars on the sleeves. Not only that, it is not made out of the quality fabric I have seen of others, but an incredibly cheap cotton (which will be even HOTTER in the sun) that attracts lint like no other. The bars on the sleeves, in addition to missing the gold stitching, are made out of FELT—not crushed velvet. So I paid $100+ for a cheap knock-off looking gown. I am honestly floored that you think you ruin someone's big life event by giving them a terrible gown that will stand out in the crowd. I do not even want to take pictures in this clearly subpar gown that does not even match the rest of the law school. I am trying to come to terms with the fact that my graduation is scarred by your mistake. Are you going to mail me a correct one—free of charge—so I can actually take grad pictures? I can't even describe how upset I am that I won't look the part on my graduation.Business Response
Date: 05/12/2023
Good Morning, Thank you for your concern regarding your order. Someone will be in contact with you regarding this issue.Customer Answer
Date: 05/15/2023
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. There has been no resolution, only a remark that someone will contact me. It has been 72 hours and I have received no communication.
Regards,
******* *******Business Response
Date: 05/18/2023
*******,You have been contacted concerning a replacement order and a full refund was placed for your original purchase. Oak Hall Cap & GownCustomer Answer
Date: 06/12/2023
Better Business Bureau:
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:05/11/2023
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 placed an order for my MBA degree cap and gown over 3 weeks ago, with expedited shipping, and have still not received any update on my order or actually received my order. I have tried calling the business several times to inquire about this, as well as sent emails asking for an update, but I cannot get in contact with anyone at the company. My graduation date is one week away and I am scrambling to ensure that I have the appropriate garments for the ceremony.
Order #*******Business Response
Date: 05/12/2023
Thank you for your concern regarding your order. Someone will be in contact with you to resolve this issue.Customer Answer
Date: 05/19/2023
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Yes, I received it today. Thank you, ******* **********
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