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:04/16/2025
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 placed my order on Mar 14 2025 and contacted them soon after to cancel my order which was being shipped to the school as I no longer needed the regalia. They sent an email saying "I have escalated your request to cancel the order. You will receive an email confirmation once it has been processed." As I did not hear back after that I contacted them again and received a response that my order was not able to be cancelled. I responded that I would like to return my regalia once I receive it, which I now have, in order to get a refund. They said I would have to return it through my campus bookstore who said they do not deal with the refunds and the seller should be the one handling that. However, Oak and Hall will not respond back on my return and refund.
Business Response
Date: 04/17/2025
Sorry for the confusion around how to return your item. A return label was sent to your email. Once we receive the item, a refund will be processed to the credit card used to purchase the item.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:04/13/2025
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.
Issues: I ordered a 1K dollar regalia at Oak Hall Cap&Gown but it still hasn't arrived. And it is close to my graduation date. Below is the letter to Oak Hall Team.
Dear Oak Hall Team,
I am writing to express my extreme concern regarding my PhD regalia order at Oak Cap&Gown, which I placed on March 2. At the time of purchase, I was told that the regalia would ship within two weeks, a timeline that gave me ample buffer ahead of my graduation and related events in early May.
It is now well past that promised window, and my order status remains “processing” with no meaningful updates or explanations. I have already missed important pre-graduation activities, and with graduation approaching rapidly, I am increasingly anxious about whether the regalia will arrive in time at all.
Over the past few weeks, I have reached out multiple times via phone and email but no one answers. This lack of transparency and follow-through is unacceptable, especially given the cost and significance of this purchase. I paid 1K for this.
At this point, I demand:
- A firm and accurate shipping date: no more vague estimates or false assurances.
- A full refund if it does not arrive before May 10.
If I do not receive a satisfactory update within the next 48 hours, I will escalate this matter. I urge you to take this seriously and treat this matter with the urgency it deserves.Business Response
Date: 04/14/2025
You placed a Fine Quality Regalia order which has a stated ship time of eight weeks. Your order is scheduled to ship this week but will be delayed until the chargeback you issued with your credit card company on 4/14 is reversed. Customer service called you to resolve this issue but couldn't leave a voicemail since your mailbox is full. Please respond to the email sent by customer service to resolve the issue.Customer Answer
Date: 04/15/2025
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:04/09/2025
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 recently purchased a regalia order from Oak Hall Cap and Gown. Unfortunately, my order was missing the tassel. I would like to correct this mistake as soon as possible.Business Response
Date: 04/10/2025
A replacement tassel was shipped 4/10.Initial Complaint
Date:04/09/2025
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 have been trying to contact this business via email and phone with no success 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: 04/10/2025
Someone from Customer Service will contact you to resolve this issue.Customer Answer
Date: 04/17/2025
Yes, I received my refund. Thank you for your help.
Regards,
******* **Initial Complaint
Date:04/07/2025
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.
Hi, I purchased the deluxe package for my undergraduate ceremony on March 10th, 2025 paying $120.95. My order number is *******. Upon receiving my package on April 3rd, I noticed it was missing the ******* ********* Stole which was apart of the package deal. I emailed the customer care looking to get the stole before May 2025 however there has been no response. I have also tried calling numerous of times and I sat on hold for what felt like forever with no one ever picking up the phone. I would either like to get a refund on the missing item or be sent the stole before May.Business Response
Date: 04/08/2025
This shipped with tracking number ******************.Initial Complaint
Date:03/28/2025
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.
I placed my order March 21, 2025 for a cap and gown. I accidentally clicked the ship to school option instead of the ship to home option. I immediately reached out and receive an email back March 21, at 11:56 stating “Hello *****, I have escalated this so your order can be cancelled. If this is able to be cancelled, you will receive an email detailing this cancellation” I gave it a couple days because that was Friday. March 24 I sent a follow up email, because I hadn’t heard anything back, no one reached out until today with an email stating, “I do apologize but your order is too far along in processing to cancel.Thank you” how did it take this long and me reaching out to hear my order was already too far along in processing for it to be cancelled, when the reason it’s too far along in the process to cancel because their cancellation process is extremely inefficient.
I would like my order cancelled and a refund because I meant to click the ship to home option. It’s not feasible for me to get all the way to my school by the pick up deadline to only get my cap and gown when I live an hour away.Business Response
Date: 03/31/2025
Your order was placed on the last day the website was open for the ship to school option. Once the website closes, orders cannot typically be cancelled due to their unknown processing status. I was, however, able to locate your order, cancel it and a refund will be processed to the card that placed the order, which you should see in five to seven business days. Since the website is open for ship to home orders for a few more days, you will be able to go back online and reorder, selecting that option.Customer Answer
Date: 04/01/2025
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:03/26/2025
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
On March 10 I ordered my cap and gown and I haven’t received it yet.I haven’t even received an email to track my order.I need my cap and gown by April so I need my order to be delivered as soon as possible.Also today they gave me a partially refund.I don’t understand why that.Can I get an explanation of that? and when I am going to get deliver my cap and gown?
If I you are not going to deliver my order,please refund me the money.Business Response
Date: 03/31/2025
Tracking shows this has been delivered; I will reach out to confirm.Initial Complaint
Date:03/25/2025
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 purchased the P1 cap and gown bundle (with tassel and hood) on March 3. At the time of purchase, I was told it would ship within two weeks—plenty of time for graduation events leading up to May 17.
It is now March 25, and my order is still listed as “processing.” I’ve already missed two graduation activities and risk missing more. I called two weeks ago and was told it would ship that week. That did not happen. Since then, every call and email has led to different shipping dates with no clear explanation or consistency.
I urgently need my order before April 17. I have scheduled (and paid for) photo sessions and other events based on the original shipping timeline. At this point, I’m unsure what to do. Your website still states orders ship within two weeks, yet I’m approaching the one-month mark with no updates or resolution.
I have asked for a firm shipping date and an explanation for the delay. NothingBusiness Response
Date: 03/31/2025
Tracking shows this has been delivered; I will reach out to confirm.Customer Answer
Date: 03/31/2025
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:03/21/2025
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 purchased my graduate program regalia from Oak Hall (************) through the ******** ********** bookstore on 03/13/25 for a total of $143.17 to be delivered to the bookstore for free delivery. I was charged $14.19 tax on an order of $128.98 which comes out ~11%. I live in a state in while tax should be 6% so 11% seemed extreme. When I was placing my order, I never got confirmation as to what the tax would be only an "estimated" amount and that you find out what the real tax is after you place the order and they've already charged you for it. I have tired to reach out to the company multiple times via email and phone to resolve this and I've gotten no responses. I've contacted my university bookstore and have been told to keep trying to get in contact with the regalia company. I would like to get this issue resolved as it's ridiculous that a company would be able to charge you a high tax % without transparency/confirmation that that's what they will be charging you before the order is placed. My order # with the company is *******.Business Response
Date: 04/01/2025
A credit for the tax difference was processed to your card of purchase which you should see in the next 5-7 business days.Initial Complaint
Date:10/17/2024
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’m requesting for a simple refund & order cancellation from the company. I’m told via chat it should be cancelled by the end of the day. then I’m told it’ll take 2 weeks for the item to ship when I called; then I can return. I’ve stated that’s a waist of time. They claim they cannot cancel the item. I haven’t even received a tracking number. They state I’ll have to pay for return shipping for something I won’t be needing anymore.Business Response
Date: 10/22/2024
Hi *******,You have been contacted via email. The order has been cancelled and refunded. Congratulations on your achievement! Thank you,Oak Hall Cap & Gown
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