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:

  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 my graduation regalia on 4/16/2023 for my graduation on 5/19/2023, and it still has not been shipped although the processing time is supposed to be 2-3 weeks. I have attempted to contact the business multiple times regarding order *******, but they have not answered any calls. I have paid almost $100 for these items, and if I do not receive them, I will not be able to walk at graduation. Really frustrating as I am a first generation college graduate and I have lots of family traveling to see me walk across the stage. Very disappointed and angry.

  

  Business Response

  Date: 05/15/2023

  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.

  I am graduating from ****** ********** Graduate School in 5 days. I ordered my cap and gown regalia 5 weeks ago from Oak Hall. They still have not finished processing my order or shipped it and I am worried I wont even be able to graduate now because of their incompetence. This company wont answer the phone or respond to any of my emails. Zero communication.

  

  Business Response

  Date: 05/15/2023

  ***,We apologize for the delay. Your order was shipped today 5/15 with upgraded shipping. 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:05/14/2023

  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.

  Hello! My name is ******* ******** . My graduation is on May 18th. On March 13th, I ordered my custom doctorate cap and gown. However, it has been more than 8 weeks and I have not gotten a shipping update. I want to know if there are any updates and when is it shipping. My order number is *******.

  

  Business Response

  Date: 05/16/2023

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

• Initial Complaint

  Date:05/14/2023

  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 custom doctoral regalia on 3/13/2023 - before the deadline for ordering 3/18/2023. My PhD hooding ceremony is 5/18/2023 at 3pm. I contacted customer service 4/22/2023 following no updates and "in process" status of my order. Customer service representative ******** assured me my order would not ship later than 5/12/2023. As of today, 5/14/2023, my order has not shipped and is still considered "In process." I have to fly in to attend my graduation and am so glad I had the foresight to have the regalia shipped to an in-town address. I spent $1000 on custom regalia, I may not receive and am having to scramble to find alternatives on such short notice. I need to receive this regalia at the very latest by Tuesday 5/16/2023. I need time to receive the package and press it before the ceremony. I am upset that I need to scramble to find alternatives when I ordered this well in advance. I'm hoping my university bookstore has a gown to lend me so I can take part in my hooding ceremony.

  

  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: 05/21/2023

  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 do not accept the response offer. My graduation ceremony was May 18th, 2023 at 3pm. Sending me a message stating they will contact me did not resolve my complaint. I did not receive my regalia in time, nor has it shipped, currently.  I am requesting a full refund, as Oak Hall did not fulfill the terms of the transaction.  I will be expecting a full refund. 
  Regards,
  
  ****** ********* 

  

  Business Response

  Date: 05/23/2023

  ******,You have been contacted via email concerning your order.Oak Hall Cap & Gown 

  Customer Answer

  Date: 05/31/2023

  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 asked them to cancel my order and give me a full refund. They have not responded to my last email am I’m not sure the status of my refund. 
  
  Regards, ****** *********

  

  Business Response

  Date: 06/07/2023

  ******, we apologize for the delay in response. Your card has been refunded for the full amount of your order.

  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:05/14/2023

  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 set to graduate on May 20th, and ordered my cap and gown from the business on April 17. The information on the website connected with my university says that it should take 2-3 weeks to arrive. However, it is May 14th and the tracking website still shows that it has not even been shipped. I am worried that it will not come in time and not only will I miss my graduation, but there does not seem to be any form to fill to request a refund.

  

  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. If my order arrives before the graduation date, I will consider this complaint resolved.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:05/14/2023

  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 my order 4/13 for my cap, gown , and hood for my hooding ceremony and graduation. I have called dozens of times with no response and emailed 3 different times as well. When I got through to someone 2 weeks ago they said my order would be shipped within a week. My hooding ceremony is now 4 days away and I have received no information about my order. If I do not have these items, I cannot graduate with my cohort. I have family coming from out of state and I’m getting pretty desperate for my order.

  

  Business Response

  Date: 05/16/2023

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

• Initial Complaint

  Date:05/14/2023

  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 my Cap and Gown for my graduation that is on May 20th. I need the cap and gown before hand. My order has been in process since April 11th. I spent so much money for it to be mailed to my address and it still has not gotten to my address. I have called numerous times and I understand that it is peak graduation season but it’s been over a month since I placed my order. I have left emails and no response. If I do not receive this cap and gown I will have to rent it for the same price which I do not have laying around. I called my universities book store and they provided me with a tracking number provided by the company that does not work nor has it been provided to me through the company.

  

  Business Response

  Date: 05/18/2023

  ******,Your order was shipped yesterday and will arrive today, 5/18.Oak Hall Cap & Gown 

• Initial Complaint

  Date:05/13/2023

  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 with this company for my regalia on 3/4/23. At that time I was told to allow up to 8 weeks for delivery. It has now been 10 weeks with my commencement scheduled for 5/18. According to my account, the order still has not shipped and there has been no communication or explanation from the company. I have contacted them twice with no response. This was a $1000 order for doctoral regalia. This in unacceptable. At least 3 other students in my class are in the same position.

  

  Business Response

  Date: 05/18/2023

  *****,Your order was delivered yesterday, 5/17.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:05/12/2023

  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 ordered a cap and gown along with many other ******** ******* graduates.
  
  They sent a dual stole that had a *** logo on it. I am not affiliated with *** and nobody else is either. There’s an entire ******** group dedicated to how many people got wrong stoles and tassels for ** graduation.
  
  This company won’t answer calls, emails or their own ******** page. They have turned off ******** comments, for obvious reasons.
  
  Myself and at least 30 other people received the wrong item.
  
  I want the company to issue a refund, but I’ve given up on trying to contact them. They haven’t answered my calls or emails for over a week. This company may not be a scam, but they sure operate like one.
  
  Thanks for ruining my graduation. I’ll be walking the stage looking like a fool with the wrong school colors and wrong logo on my tassel. My only graduation ruined. Had to cancel my graduation pictures too. Thanks for screwing me and dozens of other people over.
  
  Order number ********

  

  Business Response

  Date: 05/16/2023

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

  Customer Answer

  Date: 05/16/2023

  i have reviewed your response and have accepted your refund offer. I will be on the lookout for this refund. If this refund does not show up, I will be re-opening this complaint/case. I find it troubling that I was able to get customer support through BBB, but not through phone call, email, or ******** messenger request. I urge you to take customer service more seriously.  ****** ******

• Initial Complaint

  Date:05/12/2023

  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 March 14, I placed an order for fine quality custom regalia for my PhD hooding ceremony, which is going to occur on Monday, May 15 (three days from today) -- after all, I invested enough blood, sweat and tears into my doctorate, I felt like I deserve the best.
  
  Unfortunately, as of today, I have not received my regalia, nor any shipping confirmation. It's Friday, end of day. My graduation is on Monday. My repeated phone calls to Oak Hall have gone straight to an answering service and I haven't received any response. My emails have also gone unanswered.
  
  After finally contacting the dean of my school and the manager of my school's bookstore, the manager was finally able to get ahold of someone at Oak Hall who seemed pretty dismissive - they told him that, in the event they don't ship it out today, it's no big deal because they'll offer a refund. Awesome way to help honor all the effort I put into my degree - by failing to deliver what I ordered and then saying, "Hey, sorry your once-in-a-lifetime graduation is ruined, but we'll give you your money back. No big deal."
  
  I'm not sure why a company that specializes in producing academic regalia is so dismissive of people trying to honor their academic achievements, but I would really like my regalia so that I can successfully complete my hooding ceremony. If not, I will be encouraging my school to switch suppliers in the future if this is the kind of service that Oak Hall thinks is acceptable.

  

  Business Response

  Date: 05/16/2023

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

  Customer Answer

  Date: 05/19/2023

  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.
  Simultaneously with writing this complaint to the BBB, I also wrote an email to my school's Dean of Graduate Studies. The Dean had someone contact the business, and she also shared my email with the Chancellor's Office. She also told me to contact the school's bookstore's manager to see if they have any spare Ph.D. regalia that I can use as a plan B. The business "Oak Hall" has been contacted by me, the school's bookstore's manager "****** ******", and people from the Dean's office many times throughout the last few days before my Hooding Ceremony "Graduation" on Monday "May 15th". I had to buy several Ph.D. Regalia items from ****** and had it shipped overnight because the one last Ph.D. regalia set the school's bookstore's manager found in stock was for the Law School which had different colors than my school. The Reginal Manager "**** ******" contacted me by email on Sunday "May 14th, less than 24 hours to my Hooding Ceremony" apologizing for the situation and explaining that the reason they are behind on delivering thousands of orders is because of the hurricane last month in ***********. He said my order will be delivered on Monday morning. My order was delivered on Monday morning at 10:30 am, as the reginal manager said. This is exactly 90 minutes before I had to leave for my Hooding Ceremony. The Gown was too long and too wide. The Tam "graduation hat" was too small and did not fit my head, also it was the wrong tam anyways, I ordered an 8-corner tam "for Ph.D. graduates" and they sent me a 4-corner tam "for Undergrads". Just a reminder, I ordered a Fine Quality Custom Regalia, that they asked for my Height, weight, chest size, and head size. And that cost me $1,271.95. The regalia I received was not even close to Fine Quality, and was not custom made to my size, on top of being delivered an hour and a half before my Hooding Ceremony. I would like this business to give me a full refund for my order, for ruining the day that I was supposed to be celebrating my biggest achievement in my life so far. 
  
  Regards,
  Dr. ****** **** 

  

  Business Response

  Date: 05/19/2023

  ******,A full refund has been requested for your order. Oak Hall Cap & Gown 

  Customer Answer

  Date: 05/23/2023

  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: 06/09/2023

  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.
  
  Hi, this is my second complaint about this business. My first complaint (Complaint ID: ********) ended with the business promising me a full refund. This promise was made on May 19th, that is 3 weeks ago. Today is June 8th, and I have not received anything from the business. The full refund should be in the amount of $1,271.95 and to be refunded to my original method of payment.
  
  Regards,
  
  ****** **** 

  

  Business Response

  Date: 06/15/2023

  You have been contacted via email concerning your order. Oak Hall Cap & Gown 

  Customer Answer

  Date: 06/15/2023

  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.
  
  Oak Hall never contacted me regarding the full refund. I check my emails multiple times a day, including spam, and I did not receive anything from them. I just double checked too, and the last email from them was on May 16th with a tracking number for my shipment. May 16th is the day AFTER my Doctoral Hooding Ceremony. But regardless, they don't need to email me anything other than a confirmation email saying they issued the full refund and that I should see it in my bank account in a couple of days. Refunding an order is not that hard. 
  
  Regards,
  
  ****** **** 

  

  Business Response

  Date: 06/28/2023

  Email has been sent and have not heard response back.- Oak Hall Cap and Gown

  Customer Answer

  Date: 06/29/2023

  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.
  Hi, Oak Hall Cap and Gown did not send me an email at all, not the first time, and not now. This is just a strategy they are using so they don't refund my money, the refund that they promised me. And as I wrote previously, an email sent to me is not even needed for the company to process a refund. Oak Hall Cap and Gown has my full name, email address, physical address, bank account information, and telephone number. They don't really need anything else from me to process a refund.Since Oak Hall Cap and Gown is insisting on sending an email first, and they claim they did. I am asking them to send the text from that email here on BBB so we all are on the clear. And I will be answering any questions here.Thank you,Dr. ****** ****  

  

  Business Response

  Date: 06/30/2023

  A 50% refund was placed today, and confirmation was sent to your email. Oak Hall Cap & Gown 

  Customer Answer

  Date: 07/04/2023

  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.
  First, I thank Oak Hall Cap & Gown for the 50% refund. It's a good start to the correct path. Second, our agreement was for a full refund, not half a refund. So I am still waiting for the other half to be issued. 
  
  Regards, ****** ****

  

  Business Response

  Date: 07/11/2023

  You will receive a full refund.Oak Hall Cap & Gown 

  Customer Answer

  Date: 07/15/2023

  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,
  
  ****** ****