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:05/16/2023

  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 purchased my academic regalia from Oak Hall on 3/14/23, and paid in full at that time ($ 927.04 with tax). The order confirmation states, "ships within 8 weeks", which would have been 5/9/23. I have checked status of my order on numerous occasions and it is still showing as "in process" as of today, 5/16/23. My graduation is on Saturday, 5/20/23 at 8:30 am, and I am afraid that my regalia will not arrive before that time and I will be unable to participate in graduation. I have called Oak Hall numerous times and have been unable to speak to anyone. I have emailed on two occasions to follow-up on my order and have yet to receive a response. I am requesting an immediate response on my order as well as overnight shipping with tracking number.

  

  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: 05/22/2023

  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.
  Oak Hall gown stated they would contact me to discuss my order, but they failed to do so. My graduation date was on 5/20/23. I still require the regalia that I ordered and paid for on 3/14/23, because I am entering a job in academia. I need my order shipped to me overnight, and light of the circumstances expect a full refund. 
  
  Regards,
  
  ******* ****** 

  

  Business Response

  Date: 05/24/2023

  You will receive a full refund for your order and it will still be shipped.Oak Hall Cap & Gown 

  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. I have received the refund, but need to know the shipping time frame. 
  
  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 placed an order 4/14/23 before deadline for graduation regalia, order # *******  graduation event is 5/18/23 and still order states being processed. It’s 2 days until graduation and no cap and gown. I’ve sent varies emails and no response, I called and I’m put on hold over an hour, then line suddenly disconnects. I paid a total of $139.91

  

  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: 05/20/2023

  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:

  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 3/21/23 and my graduation ceremony is May 24th. My order is still listed as processing. I have been calling customer service daily for over a week now with no response. Nobody ever answers the phone. Multiple email inquiries have gone unanswered. I am really concerned about being able to go to the ceremony at this point because I do not have the proper attire. I'm absolutely livid with the lack of concern shown by this company. Absolutely ridiculous for a company that is open from 8:00 a.m. to 9:00 p.m. everyday Monday through Friday to be this incompetent with basic customer service. I have never submitted a Better Business Bureau complaint before but this is really my only option at this point. Clearly I am not alone giving the lengthy list of complaints here.

  

  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: 05/18/2023

  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 long as I receive a phone call by 2pm tomorrow. There is not much time to sort this out before the 24th. I will consider the complaint resolved pending the outcome of the phone call.
  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 placed a undergraduate regalia order on April 29th (******* - order number). Since then I have received no correspondence regarding the status of my order. Tracking number provided is invalid. My commencement is in 5 DAYS. I have not heard back from Oak Hall and they are in- contactable at this point.

  

  Business Response

  Date: 05/17/2023

  *****,We apologize for the delay your order was shipped yesterday 5/16. Oak Hall Cap & Gown 

  Customer 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:05/16/2023

  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.

  On April 6th, I placed an order for my Master's regalia for my ceremony scheduled on May 23rd. The confirmation email states to allow 2 weeks for Domestic Shipping + transit. It has now been 5 weeks + 4 days. On May 14th I emailed the company and informed them that I'm flying cross country for graduation and need to receive it by May 18th at the latest and have not received a response yet. I called this morning, May 15th and received an automated message stating that they were no longer accepting calls due to high call volume. I called back a second time and stayed on hold for around 30 minutes before the call was terminated (not on my end). I persistently called back and remained on hold for over a full hour, but finally got through to an employee. She stated that they're working on all orders, noted that almost everyone from my university they have worked with are all traveling (and confirmed they're aware we need it sooner), and simply told me that when they 'get to it' it will be overnighted, next-day air and to call back on Wednesday if I still haven't received it. That doesn't help since that's the latest I could receive it and still graduate. I have already booked non-refundable flights, hotel, and rental vehicles as well as arranged child care. My university will not allow you to participate at all without the cap and gown. I absolutely will be pursuing legal action if I do not receive my order by May 18th. I did not get to choose this company, this is who my university contracted with, so I will be escalating my complaint to the university as well.

  

  Business Response

  Date: 05/17/2023

  *******,We apologize for the delay. Your order was shipped yesterday 5/16 with upgraded shipping and will arrive today.Oak Hall Cap & Gown 

• Initial Complaint

  Date:05/15/2023

  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 (#*******) of nearly $1,000 for custom graduation regalia on 03/21/2023, several days before the deadline Oak Hall provided for my University. My graduation ceremony is just over a week away, 05/24/2023, a fact which Oak Hall is aware of (it is listed on the order confirmation). On the order confirmation, Oak Hall promised to ship within 8 weeks, which would mean no later than today. However, the order is still marked as being “processed” and I cannot get any phone calls or e-mails returned. Phone calls are not answered and there is no way to leave a message. I have reached out to my University and they had also agreed to reach out to Oak Hall, and contact me if they receive a response. So far, nothing. The process feels fraudulent and I would not have purchased regalia from Oak Hall had I known it might not arrive in time for graduation. I hope this can be resolved and I can receive my order in a week or less.

  

  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 response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business has delivered the item and the complaint is resolved. I very much appreciate their quick action.
  
  Regards,
  
  **

• Initial Complaint

  Date:05/15/2023

  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 in order for a cap and gown with Oak Hall back in late March. It is May 15th, 2023 and I have still yet to receive my cap and gown order. I contacted them on April 26th to get an update on my order. I also called their customer service line which assured me that they would be sending me my order on time. I followed up on May 3rd, and was put on hold for the customer service line for over 40 minutes. The email said: "I will advise my shipping department to pull your order and get it fulfilled as quickly as possible. You should be receiving a confirmation email within a week letting you know that UPS has picked up your shipment." On May 3rd at 9:50pm I had spoken to Matt who verified that he had added a note to my order and to inform the warehouse of the urgency of my request. It was communicated to Matt that I do require my cap and gown to arrive at my home address in Hawaii by May 17th and was assured that the note has been added to meet the request, and the shipping has been updated to overnight. It is now May 15th and my status still says in-process. If this order is not shipped by today and fulfilled / delivered by May 17th, I would like a full refund.

  

  Business Response

  Date: 05/16/2023

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

• Initial Complaint

  Date:05/15/2023

  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.

  Hello, I paid for my Cap and Gown on April 11th for $132.81 for my MBA graduation on May 19th. And, I have still not received my Gown. On the receipt - it says for Domestic Shipping - allow 2 weeks processing plus transit. And, it is now over a month from my purchase date and even my order status online has not been changed to shipped. There has been no contact from them - emails or phone calls. I have to leave to ******** on the 18th. If my gown is not received by then, I will not be able to walk for my graduation.

  

  Business Response

  Date: 05/17/2023

  ***********,We apologize for the delay. Your order was shipped yesterday 5/16 with upgraded shipping. Oak Hall Cap & Gown 

  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:05/15/2023

  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 and PAID FOR my academic regalia regalia at least 7 weeks ago. I graduate in less than 48 hours and have received no merchandise, no tracking number, no shipping confirmation, no shipping information, no nothing. I am sick that my school would even partner with such a horrible company with such negative reviews and customer service. I am demanding my regalia and a shipping confirmation. I likely won't recieve the regalia in time to even participate. I am disappointed, confused, and frustrated why my payment would be processed for a company that is accredited for them not to ship the merchandise and stop me from participating in my own graduation. It's sick and disgusting. I need help asap!

  

  Business Response

  Date: 05/18/2023

  *******,,We apologize for the delay. Your order was shipped on 5/16 to the bookstore with upgraded shipping. Congratulations. Oak Hall Cap & Gown

• Initial Complaint

  Date:05/15/2023

  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.

  On April 5, 2023, I made a purchase for regalia in the amount of $111.35. It is now May 15, 2023 and I have not received the merchandise. I have attempted the following contact:
  1) Two emails with no response to either.
  2) Two phone calls resulting in an hour wait (each) with no response.
  
  Order confirmation number is ******* for a ***** ******* Masters cap and gown.

  

  Business Response

  Date: 05/17/2023

  *******,We apologize for the delay. Your order was shipped yesterday 5/16 with upgraded shipping.Oak Hall Cap & Gown 

  Customer Answer

  Date: 05/31/2023

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