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:05/09/2023

  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 my order 4/9/2023 and have, as of 5/9/2023, yet to receive any information about shipping and my order is still shown to be in processing. My graduating date is 5/20/2023, 11 days away, and in concerned that I won't receive my regalia in time for the ceremony. I've contacted the business one time and have been guaranteed that I will receive it in time, but the as the days go by that seems less and less likely.

  

  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 & Gown 

  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.  Greetings, Yes, I received it yesterday, thank you very much!******* ******** 

• Initial Complaint

  Date:05/09/2023

  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 regalia on March24th and paid shipping cost. My graduation is coming up on May13th this Saturday , but Oak Hall won’t reply to my email nor do they take phone calls. My order has not been shipped and is still says processing. I called them last week and was told I will get it last friday, but today is end of day Tuesday and nothing has shipped. I’m very stressed because of this situation. I’m finishing my masters degree and I should be able to walk on stage to celebrate my accomplishments. But how can I do that without a regalia? Please help Saturday is in 2days as I have to be at school at 7:45am . Please help me resolve this as they no longer answering calls nor emails.
  
  Thanks

  

  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 & Gown 

  Customer Answer

  Date: 05/10/2023

  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’m not satisfied because they did not offer to ship my order. Graduation is in 2days. The best they can say is they’ll forward me the tracking number when they receive it?? Really??  I’m under so much stress right now because of this situation. I ordered in March and I believe they must act on it today and ship my order so I can receive it by Friday the latest. I no longer have much time for them to take their time and send it WHEN THEY GET IT. It’s a very unreasonable and unpromising answer. 
  Regards,
  
  ******* ******

  

  Business Response

  Date: 05/10/2023

  *******,We have sent your tracking information regarding your order via email. Congrtulations.Best, Oak Hall Cap & Gown 

  Customer 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: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 for my Regalia ($159.58) on 3/21/23 in anticipation for my Doctoral Commencement on 5/18/23. Today is 5/9/23 - 7 weeks later - and I still have yet to receive my cap and tam. I initially reached out to Oak Hall via email on 4/21/23, a month after waiting for regalia arrival. Oak Hall responded 4 days later stating that they would "pull [the] order and get it fulfilled as soon as possible", with "a confirmation email within a week letting [me] know that *** has picked up [the] shipment". However, this did not happen. On 5/2/23, I reached out to Oak Hall once more for an update on my order but did not receive a response. Following these contact attempts, I reached out again on 5/5/23, being told that regalia would ship as soon as possible, but not given a timeline. It is now nearly 1 week away from the commencement ceremony, and I have yet to receive shipment, only being told that it has been sitting in the warehouse awaiting shipment for weeks now. Oak Hall's statement to "allow 2 weeks processing + shipping" is extremely misleading, and the company's lack of communication about delays is unacceptable. I intentionally ordered my cap and gown well in advance to the May 1st deadline that Oak Hall claims would guarantee that orders be shipped on time to avoid this situation, but it seems that ordering 2 months in advance of the ceremony is not enough time for Oak Hall. It would be incredibly disappointing to be unable to participate in my Doctoral commencement and take photos with friends in Regalia because Oak Hall is unable to plan for the large volume of orders during graduation season.

  

  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 & Gown 

  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.
  Though Oak Hall did reach out via email regarding my order, actions did not take place. Requests for a full refund was not initiated. Instead, I took action in my own hands to attempt a call once more to the customer service line later in the evening on 5/10, where I was able to speak to an agent who was able to process a refund. This representative mentioned that the request for a full refund did not exist prior to this phone encounter, explaining that there was no prior notes that I would receive one as stated in the email encounter by Oak Hall on 5/10 at 8:59AM. It was previously noted on my order that I would require the gown and tam to be sent by 5/12, and when I spoke to the customer service representative, they noted that it would not arrive by 5/12. No timeline was given for shipping and tracking information from the email encounter or phone encounter.
  
  Regards,
  
  ****** ***

  

  Business Response

  Date: 05/16/2023

  ******,We apologize for the delay. According to tracking your package arrived yesterday 5/15 and a refund request has been placed.Oak Hall Cap & Gown 

  Customer Answer

  Date: 06/08/2023

  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:05/09/2023

  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 ordered my cap and gown from Oak Hall for my graduation on 5/16. I placed the order on 4/22 which was the company’s stated final day to order your regalia to receive it for at home delivery. On their website it states that processing will take two weeks. It is now 5/9, one week away from my graduation ceremony. I have made multiple phone calls and sent emails asking for the status of my order. None of my emails have been returned and when I call, the only answer I have been given is “you will receive your order soon.” They stated that were unable to give me a shipping date. I am extremely worried that I will not receive my cap and gown in time for my ceremony. My order number is *******. I would really appreciate if the BBB could help me.

  

  Business Response

  Date: 05/10/2023

  *******,We apologize for the inconvenience. You have been contacted via email concerning the shipment of your order (will be upgraded) and a full refund has been placed due to delay. Congratulations. Best,Oak Hall Cap & Gown 

• Initial Complaint

  Date:05/09/2023

  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 Bachelor regalia on April 6th. It is now May 9th. a little over a month since I have placed my order and I have received zero (0) contact. I called Oak Hall and got redirected to different department all saying they can't help. The one transfer I was on hold for over 1.5 hours and nothing. Written several emails to the company and not a single response back. My graduation is Next Friday on May 19th. I need this to be expedited so I can be able to do my commencement. My school is through **** and my order number is *******.

  

  Business Response

  Date: 05/10/2023

  ** *****,We apologize for the inconvenience. You have been contacted via email concerning your order (shipping upgraded) and a full refund due to delay. Congratulations!Best,Oak Hall Cap & Gown 

  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:05/09/2023

  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 regalia for my MA from this company on 3/30/23. The receipt states “up to two weeks processing”. It is now 6 weeks later, 5/9/23 and I have not received my order, nor has it been shipped, nor are there any avenues to actually get information about the product I already paid for.
  
  I sent an email inquiry regarding my order on 4/27/23 and received no response. On 5/2/23 i called the customer service number and it had a recording saying they were too busy to answer calls. On 5/4/23 I spent nearly an hour on hold and finally spoke to someone who said she flagged my order and to call back if its shipping status doesn’t change. She told me that my order is guaranteed by my school’s graduation date. This is something I can’t find printed anywhere. Additionally, because of health issues I am not able to attend my graduation in person so had planned a separate celebration with my family. I informed her of this and noted that this is why I ordered so early. Their promised two weeks should have been plenty of time.
  
  Today, 5/9, after nearly two hours of hold time with no answer I give up. There is no way to actually contact anyone regarding the status of your order or even to cancel your order. Oak Hall Cap & Gown took my money but never provided its promised service. It also ruined one of the most important events in my life…and I am sure many others’
  
  I would like my money back. Order #******* for $124.05
  
  I would also request a modification of advertising as this company does not deliver in promised time frame, nor does it offer customer service.

  

  Business Response

  Date: 05/10/2023

  *********,We apologize for this occurrence. A full refund will be placed for your order. Best,Oak Hall Cap & Gown 

  Customer 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 would also ask for this business to clarify its shipping procedures and timelines for future customers so they can make informed decisions about their options for such important, once-in-a-lifetime occasions .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: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 Regalia April 12th, 2023 that stated it would be shipped in 2 weeks. Its now May 9th, 2023 over 4 weeks out and nothing has shipped. I have received no updates from the company. I have emailed the company multiple times during the past week and have NOT received a response. I have called their main number and customer support number multiple times and have been placed on hold each time with no one ever answering may call. I help for over an hour multiple times. Every attempt to get in touch, calling and emails have resulted in NO response. My graduation is the 18th of May and as it is already May 9th, I am getting concerned is will not ship to me in time. I have family coming in from all over the country to take picture this weekend. Can someone please help me?

  

  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 & Gown 

  Customer Answer

  Date: 05/13/2023

  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: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 from this company on April 5, 2023, for my graduation ceremony on May 20, 2023, and when I check the website I still receive a "processing" message. I have to fly out to my graduation ceremony location from ********** to *** ******* on the morning of May 17th and need my regalia to arrive on or before May 16th which is in 7 days. I called twice, once about 3 weeks ago and again last week, and explained the situation, and both times they advised me that I should be receiving my order "soon" but cannot provide me exact dates. I have also emailed twice but have not received a response. When I tried to call today, an automatic message now states that due to the high volume of calls, they cannot take my call. I'm very anxious about not receiving my items before my flight. 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 & Gown 

  Customer 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: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.

  oak hall cap and gowns is a terrible company - ordered graduation cap and gown over a month ago and was promised it would be in within two weeks of graduation and not here - call company and they will not answer their phone - says call volume is too high to help

  

  Business Response

  Date: 05/11/2023

  ****,We apologize for the inconvenience. A refund will be placed for your order. Best,Oak Hall Cap & Gown 

  Customer Answer

  Date: 06/01/2023

  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: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 Regalia for my cap and gown on March 28th, 2023. I have received no updates and received no response to repeated emails and phone calls. They stated in the order to allow up to 2 weeks processing and it is now May 9th. I am just seeking an update to my order (*******) as my graduation is the 21st of May and I am concerned it will not arrive on 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 & Gown 

  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.
  
  The email I received did state that a full refund was requested the shipping method would be upgraded and the tracking information for the order would be passed along. However, after two days, this has still not happened. These actions would resolve my complaint, yet they have not occurred. Due to the limited time window before graduation (1 week away), it is necessary for the product to be shipped immediately. 
  
  Regards,
  
  ********* *** 

  

  Business Response

  Date: 05/15/2023

  Your Order has been shipped. Congratulations. - Oak Hall Cap & Gown

  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,
  
  ********* ***