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:05/10/2023
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 on April 4 for a cap and gown for my graduate ceremony. It is May 10, I am set to leave in a week for the ceremony and I have yet to receive my cap and gown. In fact, it has not even shipped yet. IF you can get through on their phone line, the hold times are in excess of 40 minutes. Those in this graduate program, including me, are working full-time jobs and cannot waste their working hours with this. Completely unacceptable.
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: 05/18/2023
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:05/10/2023
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 have not received my regalia which I ordered on April 6. The company is unresponsive to my calls and emails. Please help!Business Response
Date: 05/10/2023
********,We apologize for the inconvenience. You have been contacted
via email concerning the shipment of your order (upgraded) and a full refund
will be placed due to delay. Congratulations. Best, Oak Hall Cap & GownInitial Complaint
Date:05/10/2023
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 since March. My graduation is May 13, in 2 days and I have not received my regalia. This people no longer answer phone calls nor do they reply to email. I need help please. I'm under so much stress and have lost sleep over this issue. I need to get mh Regalia by friday in order for me to walk on stage. I cannot miss MY OWN GRADUATION because of these people.Business Response
Date: 05/10/2023
********,We apologize for the inconvenience. You have been contacted
via email concerning the shipment of your order (upgraded) and a full refund
will be placed due to delay. Congratulations. Best, Oak Hall Cap & GownCustomer Answer
Date: 05/10/2023
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:05/09/2023
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 bought my custom PhD cap, gown and hood from Oak Hall on March 8, 2023 for $1,000. My graduation is May 13 and I have not received anything yet. I have called and emailed the company but I have not heard from anyone. My university bookstore were the ones that told me it will probably not be here in time for my graduation. For paying this much and seeing that it has not been shipped is ridiculous. I am going to tell my university that they should not use this company any more because no one graduating should have to go through this. This is very stressful and disappointing.Business Response
Date: 05/11/2023
*********,We apologize for the inconvenience. You have been contacted via email with the tracking number for your order. Congratulations.Best, Oak Hall Cap & GownCustomer Answer
Date: 05/11/2023
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.Initial Complaint
Date:05/09/2023
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.
On March 4th I paid over $1,400 for custom regalia, that was expected to be here for May 5th (order #*******). Although the website states the order “ships within 8 weeks,” as of today, May 9th, my order has not shipped! I scheduled and paid a deposit for a graduation photoshoot that was supposed to take place yesterday (which I had to cancel and lose the money on). I’ve called and emailed the company multiple times with no response, when I finally did get someone to answer a call, they still couldn’t let me know when my order would be at my house! The customer service rep was supposed to call me back with updates, but never did. I called again the next day and I’m supposed to have an update tomorrow (we will see). Now I’m worried that I won’t even have it for my Saturday commencement since they have already missed my “event date.” Working with this company is causing me extreme emotional distress and financial loss.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: 05/23/2023
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.
To date, I have not been contacted from the business regarding how they plan to rectify the money loss and the emotional distress experienced as a result of this company not adhering to their own turnaround policies.
Regards,
******** *********Business Response
Date: 05/24/2023
You will receive a full refund for your order.Oak Hall Cap & GownCustomer Answer
Date: 05/25/2023
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:05/09/2023
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 cap and gown on 4/1/23, I still have yet to receive, I graduate next week. I emailed with no response. I spoke to customer services after being on the phone for over an hour and they told me it will be shipped over night and I would receive a tracking number via my email. Well I am still waiting. I worked super hard for this degree and deserve to walk in commencement. But sadly if I don’t have my attire I won’t be allowed. Very frustrated!Business Response
Date: 05/10/2023
********,We apologize for the inconvenience. You have been contacted
via email concerning the shipment of your order (upgraded) and a full refund
will be placed due to delay. Congratulations. Best, Oak Hall Cap & GownCustomer Answer
Date: 05/11/2023
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:05/09/2023
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 gap and gown regalia for my mba graduation about a month ago and I still haven’t received it. I call, email, and text them but no response from them. I want a full refund!!!Business Response
Date: 05/10/2023
*******,We apologize for the inconvenience. You have been contacted
via email concerning the shipment of your order (upgraded) and a full refund
will be placed due to delay. Congratulations. Best, Oak Hall Cap & GownCustomer 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:05/09/2023
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 cap and gown on April 13th, 2023. The company said to allow for 2 weeks processing time and it is now May 9th and my order is still processing. I’m worried that I will not receive my cap and gown in time for my graduation on May 20th. I tried calling but the line is always busy or I am on hold for an extended amount of time before the call disconnects. I emailed them yesterday to know the status of my order and I haven’t heard anything back. My order number is *******Business Response
Date: 05/10/2023
******,We apologize for the inconvenience. You have been contacted
via email concerning the shipment of your order (upgraded) and a full refund
will be placed due to delay. Congratulations. Best, Oak Hall Cap & GownCustomer 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:05/09/2023
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.
Ordered my Cap, Gown, Hood, etc on April 4th with an expected process time of 2 weeks. It is now May 9th and my order still shows as "processing". Graduation is May 19th and I have to travel to ******** ********** a couple days before. No responses to my emails. Nearly impossible to get through via phone. I have zero faith my items will arrive in time.Business Response
Date: 05/10/2023
*******,We apologize for the inconvenience. You have been contacted
via email concerning the shipment of your order (upgraded) and a full refund
will be placed due to delay. Congratulations. Best, 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. Yes, I received it on Monday and another today. Regards,
******* ********Initial Complaint
Date:05/09/2023
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 Master's graduation regalia before the final deadline (last month) and have not received it yet, although was told it would only take 2 weeks after order for shipping.
My ceremony is on May 19th and is out of state. I am leaving on May 16th to travel to ****** from **** for this, which is only 1 week away from today. I have tried numerous times to call and cannot get through and the online tracking shows it still has not shipped. I cannot participate in the ceremony without this regalia and cannot cancel the trip or afford to pay for another option. I am very concerned at this point and would like to get some answers if I can even get what I ordered at this point.
Order Number is : *******Business Response
Date: 05/10/2023
******,We apologize for the inconvenience. You have been contacted
via email concerning the shipment of your order (upgraded) and a full refund
will be placed due to delay. Congratulations. Best, Oak Hall Cap & GownCustomer Answer
Date: 05/10/2023
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,
****** *****
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