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:05/15/2023

  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 my order in April, well before the deadline to receive in time. The confirmation email says to allow up to 2 weeks processing + ship time. It has been much longer than that, and my order still reads 'processing'. My commencement is this weekend, I have family flying in from across the country, and I'm not sure I'll receive my regalia in time. I have sent several emails that have gone unanswered, and called many times but have been unable to get a hold of anyone (after 45 mins on hold, I get disconnected).

  

  Business Response

  Date: 05/16/2023

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

  Customer Answer

  Date: 05/16/2023

  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 cap and gown for my daughter on 4/20/2023. The ceremony is 05/19. No one has responded to my phone call and email. My order# is *********

  

  Business Response

  Date: 05/17/2023

  *******,You were contacted yesterday 5/16 via email concerning your order and the address provided for the order. 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 am a graduate student at ********** ***** **********, receiving my Masters in English. My ceremony is on Friday, 5/19/2023. I ordered a cap, gown, tassel, and hood set for my degree from Oak Hill on 4/4/2023 to be sent to my home address. It still has not arrived, and according to the website, it has not shipped yet, either. I paid $58 including shipping for the set. I cannot walk without it. I have no way to get another set. My order number is *******. I have tried to be in contact with the company, but neither has answered my calls. After 26 minutes on hold with Oak Hall, they hung up on me.

  

  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:05/15/2023

  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.

  Order placed- 5 April, 2023
  Order confirmation - ******* 
  Event date - Monday 22 May, 2023
  
  As of writing this on Monday May 15, I have not gotten a single update for my cap and gown order. The event is 1 week away, but with a Monday morning event, I will be traveling on Friday so they have 3 days left to deliver the regalia I ordered 6 weeks ago, or I will not be allowed to walk in my Masters degree graduation ceremony- an event that my family and myself have spent money on plane tickets and hotels to attend.

  

  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: 05/18/2023

  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:05/15/2023

  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 ordered Ph.D regalia for my graduation on March 9. They promised shipping within 8 weeks. It has been nearly 10 weeks, commencement is this weekend, and I still have not received any information regarding my order. All attempts to call and email the company to resolve the matter have gone unanswered.

  

  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 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 has not made any attempts to contact me and has not responded to emails. When calling them, they do not answer their customer support number, but are very quick to answer the line dedicated to new customer orders. Every time I call, they have told me "it is shipping out today," a line which they have reiterated daily to everyone I know who is also experiencing the same. The complete lack of honesty and communication is abhorrent. 
  
  Regards,
  
  ***** ****** 

  

  Business Response

  Date: 05/23/2023

  *****,Your order has been shipped and arrived yesterday 5/22.Oak Hall Cap & Gown 

  Customer Answer

  Date: 05/25/2023

  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.
  My regalia was delivered on 5/22, without having received any prior notification of shipping. As per my order form included in my initial complaint, I indicated to Oak Hall that my commencement events began on 5/20, which provided plenty of buffer time for Oak Hall to meet their 8-week shipping promise. Oak Hall failed to deliver my regalia by the agreed upon date indicated in my order. Throughout the week of 5/15, I spoke with representatives from Oak Hall who repeatedly assured me that, after checking on my order, it was shipping that day. It was not until Friday, 5/19, that Oak Hall representatives conceded that they had no way of actually checking on my order, and had no idea if/when my regalia would actually ship out, or even check on its production status. The shady business practice of repeatedly lying to me over the phone to placate concerns while they have no way to back up their assurances is simply unacceptable. They provided loaner regalia through my bookstore (which I was able to pick up on the afternoon of 5/20), but prior to picking it up, there was no way to know if the bookstore would have enough in stock, as numerous individuals at my institution for whom Oak Hall also failed to deliver regalia also required loaners. Oak Hall's failure to deliver on time and subsequent lies brought a great deal of stress and uncertainty during what was supposed to be an incredibly celebratory time. For the exorbitant price of the regalia, they must do better and be held accountable for their shortcomings.
  
  Regards,
  
  ***** ****** 

  

  Business Response

  Date: 05/31/2023

  *****, apologies for the delay in action. We have placed a 50% refund to your card to compensate for the late arrival.

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

• 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 did not receive my regalia on time for my graduation and the company is refusing a refund for $1,235.76. They told me I am just plain out of luck. I placed an order for custom regalia for my PhD graduation on March 10, 2023. They indicated the regalia would ship within eight weeks (by May 5, 2023). As that date neared, I emailed customer service to make sure the item would ship on time as I am traveling two thousand miles from home to school for the ceremony. I received no response. I emailed them an additional time ask about my order. I called them three times and sat on hold for long periods of time, never actually reaching anyone. Finally, on May 10, 2023 I reached a customer service agent and explained I needed to receive my regalia on time for travel to my graduation. The agenda said she made a note in my file to ship the regalia overnight and said that it would ship on Friday, May 12 (one week late). I called on Monday, May 15 and they indicated the order shipped but it would not arrive in time for graduation. I told them I needed a refund for not receiving an order on time. They refused a refund and told me there was nothing I could do about it. This is the worst customer service I've had from any company in my life. I lost $1,200 for regalia I can't even wear for graduation. This company ruined my graduation.

  

  Business Response

  Date: 05/19/2023

  ****,A refund request has been placed for your order. 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, **** *****

  Customer Answer

  Date: 06/28/2023

  Better Business Bureau:
  
  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 previously filed a complaint through BBB. I indicted the issue had been resolved as the company said they would provide me a refund. However, it’s been over a month later and that never happened. The company will no longer respond to my emails on this matter.
  
  Regards,
  
  **** ***** 

  

  Business Response

  Date: 06/30/2023

  Your refund is currently in processing.Oak Hall Cap & Gown 

  Customer Answer

  Date: 07/05/2023

  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:05/15/2023

  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 am writing to lodge a formal complaint against Oak Hall Cap & Gown, with whom I placed an order for my graduation regalia on April 6th, 2023. The order confirmation number is *******. The order was placed through their online portal at *****************************************.
  
  As a student at ***** ******* University, I ordered a Master Cap, Gown, Tassel, and Hood for my upcoming graduation ceremony. The total cost of the order, including tax, was $124.05. Despite paying promptly and in full, I am yet to receive my order. This situation has caused me a significant amount of stress and inconvenience as my graduation ceremony is imminent.
  
  Following the delay in the shipment of my order, I have made numerous attempts to reach Oak Hall Cap & Gown for a status update, including an email sent on May 9th, 2023. This email requested an update on my order as my graduation was less than two weeks away. To date, I have not received a satisfactory response or explanation for the delay.
  
  In addition to this, I have tried to contact Oak Hall Cap & Gown's customer care multiple times over the phone and have been left on hold for over 30 minutes each time without being able to speak to a representative. I also reached out to them via their Instagram account, but again, my attempts have been met with a lack of responsiveness.
  
  My graduation ceremony is scheduled for May 22nd, and I am flying out on May 19th. It is essential that I receive my regalia before that date.
  
  I understand that delays can occur, but the lack of communication and customer service from Oak Hall Cap & Gown is unacceptable. As a customer, I believe I have a right to know the status of my order, especially given its importance for my upcoming graduation ceremony.
  
  This experience has been extremely frustrating and disappointing. I believe it is essential that others be aware of the issues I have faced with Oak Hall Cap & Gown.

  

  Business Response

  Date: 05/18/2023

  *****,Your order was shipped and will arrive today, 5/18.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.  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:

  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 12th I ordered a cap and gown for $113.21. It has been over a month and I have not received my order. There has been no response from Oak Hill despite my emails and calls. My ceremony is in 8 days and no action has been taken by Oak Hill. At the very least I should be in contact with their team yet I am left in the dark. I would like to receive my order before May 22nd and if that is not possible I want a refund.
  My order number is *******.

  

  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 received my package. Thank you
  
  Regards,
  
  *******

• 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 through Oak Hall Cap & Gown on Friday, March 31. While completing the order, there was an option to notate the event date that the regalia would be required by. I provided Oak Hall Cap & Gown, with the date of May 19, 2023. As students we were also informed that orders had to be submitted by April 16,2023 in order to receive the items on time. I began calling and emailing Oak Hall Cap & Gown on last week and waited an hour each time a call was place and never received an answer or an email response. I have also called on today, waiting an hour and the line eventually begins to ring busy. The busy has not responding or sent out any updates which is very unprofessional! My order number is *******. I would like to have an update immediately and also have the items overnighted and ship to confirm they arrive on time and fit, as this is a very important day. Several of my peers are complaining of this same issue with this company.

  

  Business Response

  Date: 05/16/2023

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

  Customer Answer

  Date: 05/16/2023

   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.
  On yesterday, after making multiple phone calls and sending numerous emails to the organization and receiving no response I found a different solution to purchase the regalia. I was not sure that the regalia would arrive on time for my very big achievement. I attempted to contact Oak Hall on yesterday and today, still without any response, attempting to notify them that I no longer need the cap & gown and am requesting a refund. At this time I would like to be refunded for the cap & gown and also cancel the shipment. 
  Regards,
  
  ********* ****

  

  Business Response

  Date: 05/18/2023

  ********* , We apologize for the mistake. 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. If this action is not performed the issue will not be resolved. 
  
  Regards,
  
  ********* ****

• 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 am writing to express my disappointment and frustration regarding my order placed on April 6th for the commencement ceremony. I placed the order through ***** ******* ********** ******** ****** ** *********** portal. My order confirmation number is *******. As of today, May 15th, my order has not yet shipped, and I am concerned about its arrival before the ceremony.
  
  I understand that there may be delays and unforeseen circumstances that could affect shipping times. However, I believe that this delay is unacceptable given that the ceremony is approaching soon. I was hoping to have my order in hand well before the event, but now it seems unlikely.
  
  I made several phone calls and sent two emails in the past few weeks and nobody answered. I don't know what kind of customer service it is. I can't even find a way for me to get contact to the company. This delay has completely ruined my schedule since I am not currently in campus. I have to decide whether I need to go back to campus ahead of time to place another order in local bookstore.
  
  I urge you to take immediate action to expedite the shipment of my order. I would appreciate it if you could provide me with an updated estimated delivery date, as well as a tracking number for my order so that I can track its progress. Otherwise, please let me know if there's a way that I can contact this company and get my refund.

  

  Business Response

  Date: 05/17/2023

  ********,We apologize for the delay. Your order was shipped yesterday with upgraded shipping. 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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ***