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:05/10/2023

  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.

  I ordered graduation cap and gown from Osk Hill approximately 6 weeks ago and have not received a response. I’ve called numerous times but am unable to leave a message. I also sent several emails but received no response. I’m graduating next week and I don’t have what I ordered and paid for to walk.

  

  Business Response

  Date: 05/12/2023

  Good morning *******, Thank you for your concern regarding your order. Someone will be in contact with you shortly to resolve your issue. 

  Customer Answer

  Date: 05/19/2023

   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.
  
   Good morning, Unfortunately I have not received my order. I’m told that caps will be at the bookstore so I will make an attempt there. I would like a refund. This was supposed to be one the most exciting times in my life but was stressed due to this issue. 

  

  Business Response

  Date: 05/19/2023

  A refund request has been placed for your order. Oak Hall Cap & Gown 

  Customer Answer

  Date: 06/05/2023

  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 did receive a refund from Oak Hill.
  Thank you
  ******* ***

• Initial Complaint

  Date:05/10/2023

  Type:Delivery Issues
  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 have not received my cap and gown for graduation yet and I was promised 2 week shipping. It has been nearly a month since I placed my order and I have not received my cap and gown. This business has also been impossible to get a hold of, as I have reached out multiple times. This is a very big deal as I paid $132.81 and have not received this. I am most likely not going to be able to walk in graduation now due to this mishap. This is very concerning and frustrating and it feels like a scam.

  

  Business Response

  Date: 05/12/2023

  Good morning *****Thank you for your concern regarding your order. Someone will be in contact with you 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.
  
  This response does not resolve the issue at all. Anytime I have called, I get constantly transferred and no one has any answers. It is clear that nothing has changed from this scam of a company. 
  
  Regards,
  
  ***** ******* 

  

  Business Response

  Date: 05/15/2023

  We apologize for the delay. Your order was shipped and delivered today 5/15. Oak Hall Cap & Gown 

  Customer Answer

  Date: 05/18/2023

  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 have not received my cap and gown. I have tried multiple other times to contact this business to receive a refund, yet I have received no response still. 
  
  Regards,
  
  ***** ******* 

  

  Business Response

  Date: 05/18/2023

  *****,According to tracking your order delivered on 5/15. Oak Hall Cap & Gown 

  Customer Answer

  Date: 05/19/2023

  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.
  This is incorrect. While your system may say this, it has proved to been unreliable. Since I placed my order back in the beginning of April and was told I would receive it two weeks from that date and have still yet to receive it, I will be pursuing legal action if I do not receive a refund for my item that I paid for and did not receive. 
  
  Regards,
  
  ***** ******* 

  

  Business Response

  Date: 05/19/2023

  A refund request has been placed for your order. Oak Hall Cap & Gown 

• Initial Complaint

  Date:05/10/2023

  Type:Delivery Issues
  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 graduation regalia on 3/31/2023. I gave it a good three weeks before contacting the company. I spoke to a lady on 4/19/2023 who said it would arrive in the next few days but to give it a week. It’s been another three weeks and I have no received my package. This is ridiculous! It is adding stress and I do not know if my regalia will come in time for my graduation because I have to travel for graduation. I would be petrified if my regalia did not come on time and I was unable to participate in my commencement ceremony which I and my family have been looking forward to.

  

  Business Response

  Date: 05/12/2023

  Good morning ****, Thank you for your concern regarding your order. Someone will be in contact with you to resolve this 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,
  
  **** *****

  Customer Answer

  Date: 05/15/2023

  Better Business Bureau:
  
  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 have submitted a claim. It’s somehow now “resolved” but absolutely NOTHING is resolved as my regalia has NOT shipped. The bookstore now is also OUT OF regalia. I placed the order on 3/31/2023 which is plenty of time. I am absolutely seething with anger right now. I have spent the last 20+ years waiting in the moment I get to walk on that stage with my full regalia and now it mostly likely won’t happen. I am so disappointed.
  
  Regards,
  
  **** ***** 

  

  Business Response

  Date: 05/15/2023

  ****,We apologize for the inconvenience. Your order has been shipped and will arrive today 5/15. Oak Hall Cap & Gown 

  Customer Answer

  Date: 05/15/2023

  Better Business Bureau:
  
  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. I am asking for a refund for the stress and horrible customer service I received.  For your reference, details of the offer I reviewed appear below.
  Regards,
  
  **** ***** 

• Initial Complaint

  Date:05/10/2023

  Type:Delivery Issues
  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 a graduate student at ****** ***** **********. Oak Hill was the chosen vendor for online regalia orders for my university. I placed an order for my Masters regalia on April 18th, 2023. The company advertised allowing two weeks for processing followed by shipment of my order. It has now been three weeks according to the provided tracking portal Oak Hill provided, my order has not finished processing and has yet to ship. I am unable to in into contact with the company. I have called five times in the last three days, as well as emailing twice. No method has gotten me into communication with the company. My graduation date is May 20th, 2023, leaving the business seven business days to ship and have my order arrive in time. I have spent $142.96 on regalia that I have yet to receive.

  

  Business Response

  Date: 05/12/2023

  Good morning ****, Thank you for your concern regarding your order. Someone will be in contact with you to resolve this issue. 

• Initial Complaint

  Date:05/10/2023

  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.

  I purchased their master package (cap and gown) on 4/3/2023 with a delivery time of 2 weeks. Several calls have been made to Oak Hill, but were unsuccessful after holding for 30-45 minutes each time. Graduation is next week, May 19th and I have not received any shipping information. Order still shows as "in process" as of today, May 10th.

  

  Business Response

  Date: 05/12/2023

  Good Morning, Thank you for your concern regarding your order. Someone will contact you 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:05/10/2023

  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.

  I placed an order with Oak Hall on April 3rd for my commencement regalia and it currently still has an order status of "processing". I was informed after the order was placed that I should allow up to 2 weeks processing (+ transit) before I receive my package. I have called several times and was on hold for nearly an hour . I have emailed to inquire on the status of my order and nothing. We are nearly a week away from the commencement and still no updates. This is ridiculous!

  

  Business Response

  Date: 05/12/2023

  Good morning, Thank you for your concern regarding your order. Someone will contact you to resolve this issue. 

  Customer Answer

  Date: 05/14/2023

  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:05/10/2023

  Type:Delivery Issues
  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.

  Hi I made an order of a cap and gown for my upcoming graduation. I had made this order over a month ago and still did not receive my order. My order number is *******. Please if you can get back to me regarding the shipment date. I am graduating next week and need it to arrive beforehand.
  Thank you

  

  Business Response

  Date: 05/12/2023

  Good morning, thank you for your concern regarding your order. Someone will reach out to you shortly to resolve this issue. 

• Initial Complaint

  Date:05/10/2023

  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.

  I ordered my cap and gown on 04.07.23 for the graduation ceremony on 05.19.23. After numerous attempts to contact Oakhall, I still do not have my order as of 05.10.23 and they do not answer phone calls/emails. I don't know what I'm going to do in a weeks time. I need my regalia. This is ridiculous.

  

  Business Response

  Date: 05/12/2023

  Thank you for your concern regarding your order. Someone will contact you 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.
  
  Haven't been contacted as stated in business response
  
  Regards,
  
  ***** *****

  Customer Answer

  Date: 05/15/2023

  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:05/10/2023

  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.

  I ordered my cap and gown on March 24, 2023 and have still not received it (May 10, 2023). My graduation is in ten days and I fly out in 8 days. I know others who have ordered after me and have already received theres.

  

  Business Response

  Date: 05/12/2023

  Thank you for your concern regarding your order. Someone will contact you to resolve your issue. 

  Customer Answer

  Date: 05/26/2023

  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:05/10/2023

  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.

  I purchased my regalia on April 10, 2023, and my confirmation email said it would ship within 2 weeks. It is now May 10, and my order still has not shipped. I leave for my graduation ceremony tomorrow. The graduation is on Friday, and I do not have regalia to wear. I never received any updates about delays to my order, nor did I ever get an email about my items shipping. I sent an initial email to the email address they refer clients to on May 2nd and still have not received a response. Since then I have sent another email and reached out by sending a message on their "Contact Us" page. I began calling them about my order on May 3rd.and have called them every day since then multiple times. Most times I was on hold for over 20 minutes. On two of the calls I was able to speak with a representative who said there is no ETA of when my order will ship. All they could tell me was that when it ships it would ship overnight air. At this point with leaving tomorrow for my graduation on Friday, I am afraid and pretty convinced that I will not get my order in time. This is supposed to be a very exciting time for me as I have finished my doctorate, but Oak Hall has made this a very stressful time. I know it is a busy season with graduations, and I know call and email volume is really high, but it is also incredibly frustrating to not receive any customer service when they are a part of getting you ready for such a big life event. I hope this can get resolved ASAP. My order # is: *******. Thank you.

  

  Business Response

  Date: 05/10/2023

  ******,We apologize for the inconvenience. You have been contacted with the tracking information for your order. Congratulations.Best, Oak Hall Cap & Gown 

  Customer Answer

  Date: 05/14/2023

   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,
  
  ****** ******