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:05/17/2023

  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.

  Date of transaction: April 9, 2023
  Amount paid: $156.66
  Business receipt stated domestic shipping- allow up to 2 weeks processing (+transit)
  Company failed to answer phone calls or emails. When one phone call out of several was answered, company could not provide me with information on when my order would be shipped, initial attempted contact with company began May 10,2023, one month after purchase and no contact or updates on order via email or phone calls.
  The business had not tried to alleviate this problem for me or many others experiencing this with their company.
  Order confirmation number was *******.

  

  Business Response

  Date: 05/18/2023

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

  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *********

• Initial Complaint

  Date:05/17/2023

  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 standard regalia for $57.25 plus $12.50 shipping on 4/3/23. The confirmation receipt said to allow up to 2 weeks for processing + transit time. It has now been 6 weeks and my order status still says "in process." My graduation ceremony is in 12 days and I am concerned I will not receive my order in time to participate in the ceremony. I have tried to contact the company via email and phone multiple times without success: the company has not responded to my two emails, and the first time I called, I received an automated message that the company was not receiving phone calls due to volume; the second time I called, I was on hold for nearly an hour before giving up. The fact that this company was recommended by my prestigious University and there is no way to contact them is astounding. I would like to receive the regalia I paid for as soon as possible so that I can graduate, and the company should issue a partial or full refund to me for the trouble.

  

  Business Response

  Date: 05/18/2023

  ****,A full refund request has been placed for your order and delivery of your order will still take place. Oak Hall Cap & Gown 

  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:05/17/2023

  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 UVA custom regalia on 3/1/2023 through the ********** ** ******** Bookstore, and they said they have placed my order to Oak Hall the same day. My graduation is this Saturday (5/20), However, until now I still have not received anything from Oak Hall, not even a single email. I have talked to the *** bookstore a couple of times, and they told me Oak Hall will ship my order via UPS to arrive no later than Wednesday, 5/17. I paid ~$1400, and ordered my regalia more than two months ago, but now I have to worry that it will not come in time before my graduation.

  

  Business Response

  Date: 05/18/2023

  Thank you for your concern regarding your order. Someone will be in contact with you shortly to resolve this issue. 

  Customer Answer

  Date: 05/19/2023

  I have reviewed the custom regalia today (5/19/2023) send by the business on 5/18/2023 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:05/17/2023

  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 April 8th for my graduation regalia. Shipping said allow 2 weeks. My order has still not been shipped as of May 16th. I tried to give grace but this is ridiculous. My flight leaves May 22nd and I won’t arrive in time to buy regalia from another source. I need the product I paid for to be at my house by May 21st. At this point, I might send a family who lives near ******* to go to their warehouse. I truly don’t know what to do and the company has been unresponsive.

  

  Business Response

  Date: 05/18/2023

  *******, We apologize for the delay. Your order was shipped today 5/18 with upgraded shipping. Congratulations. Oak Hall Cap & Gown

  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:05/17/2023

  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 placed order on 4/18. Order number *******. It still says it is processing. My graduation is on May 20. I cannot participate in my graduation since I have no cap and gown. I have emailed and called multiple times to inquire about my order and when it would be shipped and have had no response. I will be pursuing legal action to acquire my money back. I am extremely dissatisfied with oak hall.

  

  Business Response

  Date: 05/18/2023

  ****, We apologize for the delay. Your order was shipped yesterday 5/17 with upgraded shipping. A full refund has been placed for your order. Congratulations. Oak Hall Cap & Gown

• Initial Complaint

  Date:05/16/2023

  Type:Product 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 on 04.12.23, after calling multiple times with no answer and sending an email on the website, I was finally reached out to. My order was received 05.10.23 after a month of waiting and it was the incorrect size. After speaking with customer service and providing my measurements they indicated the size they sent (P1) was the best fit. However, in actuality they sent a size (P2) which is what I ordered based on the measurements on their website. After much hurdle, I received my new gown two days before graduation, which is still too large, but at least its smaller than the previous size. When asking for a pre-paid label to return the item they mailed, I was told they do not provide those. This means I will have already paid $16 for shipping, which took a month, and now I have to pay the return fee. This is atrocious considering the difficulty it was to receive this gown in the first place. A tracking number for the replacement item was never given, and thus I had to battle with UPS misdeliveries until I was finally able to get it two days before my graduation, which leaves no time for alterations.

  Customer Answer

  Date: 05/18/2023

  I am including the email communication in which I gave my accurate size measurements and the customer service rep mentioned the dimensions match the P1 size they sent. Per their website I went by weight and height which is disproportionate to the sizes they should represent. I also included proof of purchase and proof of size mailed which was P2 and not P1, though my order requested P2 because of their descriptions. The receipt also shows how much I paid for shipping, and when I ordered. I have more email transactions that mention I could not return this item and had to do an exchange because I opened the item. However, I only opened it to try it on. It is unethical to not be able to try an item and have it void the returnable feature, especially since graduation has not occurred and I would be unable to wear it due to the sizing issue. I am requesting a full refund for the inconvenience, especially since I still have to pay for shipping to return the incorrect size. 

  

  Business Response

  Date: 05/18/2023

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

  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********** **********

• Initial Complaint

  Date:05/16/2023

  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 purchased my graduation regalia on April 6th. I was told in the confirmation email it would process in 2 weeks. It is May 16th. My medical school graduation is on May 20th and I still do not have my regalia. I would like a refund as I now have to scramble for a plan B for the most important moment of my life thus far.

  

  Business Response

  Date: 05/18/2023

  *******, ,We apologize for the mistake. A refund request has been placed for your order. Your order has been shipped on 5/18 with upgraded shipping. Oak Hall Cap & Gown

• Initial Complaint

  Date:05/16/2023

  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 a cap and gown on April 28th, 2023 for my upcoming graduation ceremony on May 22, 2023. I have only received 1/2 of my order of invitations and thank you cards to date but not my cap and gown and my graduation ceremony is less than one week away. I have tried to email and call Oak Hall Customer service, no one answers any customer service emails. I've sent two so far and when I called the phone number listed on the site, it's an endless loop no matter which option I chose and no one answers. I am worried that I will not receive my order before Monday. It will be disappointing if I do not receive my cap in gown on time as it is almost 3 weeks now. The receipt states, "allow up to 2 weeks for processing" and the order status is not available neither. I have no way of knowing my order status and have not received full delivery and graduation is Monday.

  

  Business Response

  Date: 05/18/2023

  *****, We apologize for the delay. Your order was shipped on 5/16 with upgraded shipping. Congratulations. 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 as the item was promptly delivered on 05/17.  I consider this complaint resolved.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:05/16/2023

  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 doctoral regalia 9 weeks before my graduation and I was told that it would ship on May 5th for a May 13th commencement. My order number was *******. I called and emailed several times and was incredibly stressed that I would not have regalia for graduation after spending more than $1400. No one contacted me to inform me but on May 12th I received a package containing what I believe to be a rental gown because it was black, not the color I purchased. On May 16th, 3 days after my doctoral hooding I received another package that I assume is the correct regalia however it is useless to me since I graduated over the weekend. No one has responded to my emails either. This situation has caused significant stress during what should have been a celebration.

  

  Business Response

  Date: 05/16/2023

  Thank you for your concern regarding your order. Someone will be in contact with you shortly to resolve your issue. - Oak Hall Cap & Gown

  Customer Answer

  Date: 05/22/2023

  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.
  No one has contacted me like they said. 
  
  Regards,
  
  ***** ****** 

  

  Business Response

  Date: 05/24/2023

  You will receive a full refund for your order.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:05/16/2023

  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 attend *** and am approaching graduation. *** told us to order our cap and gown for graduation, if we were attending through this company. The cut off date to order was mid April 2023, as graduation is May 19th, 2023. Well I ordered my cap and gown on April 3, 2023. The website says to allow for up to 2 weeks processing plus shipping. Well I waited, kept checking the order tracker, called multiple times and sent multiple emails with no response. I've contacted *** administration after May 3rd, as it has already been passed the 2 week processing time and they pointed me in the direction to buy a whole new cap and gown from the campus book store to make sure it would be here before graduation which is May 19th. I paid for another gown and on top of that $25 express shipping so it would get here before I traveled to go to *** on 5/17/2023. I have the receipt of the new cap and gown. This equaled out to be $165.71. I live in ***** ******* and *** is around 8-9 hours away. I can prove my travel arrangements as well if needed. So after weeks of trying to get ahold of the company, they finally ship my cap & gown which still wouldn't have even made it in time. I know multiple other people who are in the same position that may not have the extra funds to buy another cap and gown on top of traveling to *********. Instead of this time being a great time, it has turned out to be a stressful time due to this company's non-existent customer service. I would like my money back including the shipping charge which equals out to $156.66. I'd also like to be compensated for having to buy another cap and gown because this company failed it's customers. Apparently, this happened last year as well. This is so unprofessional and mentally exhausting.

  

  Business Response

  Date: 05/18/2023

  ******, We apologize for the delay. Your order was shipped on 5/16 with upgraded shipping. A full refund was placed for your order via chargeback. Congratulations. Oak Hall Cap & Gown