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:05/12/2023

  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.

  I ordered my doctoral VIP souvenir regalia from Oak Hall on 04/10/23, well before Oak Hall's deadline of 04/16/23. It cost me over 200 dollars. I received an order confirmation from Oak Hall on 04/10/2023 stating that I should allow up to two weeks for processing my order plus transit time. However, as of 05/12/2023, my order tracking number indicates that my order hasn't been shipped yet. My graduation ceremony is next Thursday. I've emailed Oak Hall with no response, and I've called three times without being able to speak to an actual person or leave a message. I will have to purchase additional regalia from another source unless Oak Hall sends my order immediately. Otherwise, I won't be able to attend my graduation ceremony.

  

  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: 05/17/2023

  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:05/12/2023

  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.

  I placed my regalia order (order #:*******) on March 8, 2023 and have not received a status update other than "processing". I called in early May three times and have not been able to talk with anyone because I have waited on the phone for over 20 minutes each time. Currently, I have 10 days until my graduation date and have not received an update about my order being shipped. Per Oak Hall's shipping timeline, It takes 7-10 days for shipping which would mean if my order has not been shipped by today it is likely that I will NOT receive my order before graduation.
  
  This is a very special event in my life and per Oak Hall's recommendation to order the regalia, the order should be placed 8 weeks prior to the graduation event date. My order was placed and my credit card was charged on March 8, 2023. I placed my order well in advance and have to bear the idea of not having my regalia to wear at my own PhD hooding ceremony. The amount of stress this is causing is affecting the enjoyment and celebration I should be experiencing. Please help to provide a status of my order and if the order cannot be guaranteed delivered by May 18, 2023 I deserve a FULL refund as I will need to find a quick alternative for not having my regalia before my graduation.

  

  Business Response

  Date: 05/18/2023

  *******, We apologize for the mistake. A refund request has been placed for your order. Someone will be in contact with you shortly to update you on the status of 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:05/12/2023

  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 a ****** ***** ********** Bachelor's Degree cap and gown (order number: *******) from Oak Hall on 04/23/23. The order clearly states the merchandise will arrive at my home address within 2 weeks. I have called and emailed this company repeatedly for an update on what is taking so long given the fact it has been more than 2 weeks and I will be graduating and have to walk across the stage on Thursday, May 18th. I never once received a response. The phone line is unattended and they do not respond to emails.
  
  With three business days left until my graduation I have still not heard from them. I went to my university bookstore trying to buy a cap and gown but they denied my request since their records show Oak Hall is processing the transaction and they have to ration cap and gowns for last minute requests.
  
  Now I am in a catch-22 situation where Oak Hall isn't communicating with me and will most likely not be able to get me my merchandise on time, and the university bookstore is refusing to sell to me. The university bookstore employee acknowledged the complexity of the situation and told me poor communication is a standard of Oak Hall.
  
  If I do not receive the merchandise at my house by Monday, May 15th I will issue a chargeback to my bank and contact the FTC regarding this company. Given their Google reviews I know I am not the only one that has been SCAMMED by this joke of a company.

  

  Business Response

  Date: 05/15/2023

  *****, We apologize for the inconvenience. Your order has been shipped. Congratulations.Oak Hall Cap & Gown 

  Customer Answer

  Date: 05/15/2023

   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 CLAIMS TO HAVE DELIVERED MY CAP AND GOWN ON SATURDAY, MAY 13TH AT 10:45AM. THIS IS A COMPLETE LIE. I NEVER RECEIVED ANYTHING AT MY HOUSE. *** IS REFUSING TO ALLOW ME TO LODGE A COMPLAINT. IN EITHER CASE, THIS “DELIVERY” (NEVER GOT ANYTHING) IS WAY PAST THE PROMISED DEADLINE
  
  Regards,
  
  ***** **** 

  

  Business Response

  Date: 05/18/2023

  *****, We apologize for the delay. Your order was shipped on 5/12 with upgraded shipping to the address entered online. A refund request has been placed for your order. Oak Hall Cap & Gown 

• Initial Complaint

  Date:05/12/2023

  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 March28th I ordered a cap, gown and tassel from Oak and Hill. I have yet to receive my Cap and Gown and can not get through to anyone. I have sent emails, and waited on hold for two hours. I also tried ordering a new one with faith that it will come. I am graduating from ************ ********** and my senior photos are in a week. They are unresponsive and every single one of my friends has their orders, sent within three weeks. The most frustrating part is I ordered once the email from the University came out, with plenty of time. I need this resolved, graduation is coming up soon and I have no cap and gown

  

  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: 05/23/2023

  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: 05/24/2023

  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 ordered a second set of regalia because I did not think the original would arrive in time. I would like to cancel that order and get a refund.
  
  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:05/12/2023

  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 a month ago and the order is still processing. I have been on the phone for hours trying to get in touch with the company and they either hang up on me or don’t answer. This is theft. My graduation is in a week and a half and I cannot go without regalia.

  

  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 5/17.Oak Hall Cap & Gown 

• 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.

  I am a student in graduate medical education and I purchased commencement regalia on Apr 4 for a commencement ceremony to take place on May 28. After placing my order (Order Number *******), my order status has never been updated and I have been unable to reach the company despite having made numerous attempts via email or phone. The phone system for "graduating university or graduate students" has seemingly been disconnected or is broken to a degree that it is no longer useful, and the online web portal provides no information beyond my current order being "in process" for the preceding month. This lack of communication is remarkably frustrating as I approach a time in my life where I have made travel arrangements for family and may now be ineligible to attend commencement due to not having regalia that I ordered nearly two months in advance. This seems to be a recurring issue based on the preponderance of complaints on the BBB page for this business, which makes me hesitant to recommend this business to colleagues and my institution in the future. This is wholly inexcusable.
  
  I consider myself lucky that as part of my program, there was no charge for regalia; however, this does not address my issue and I don't want this to be a hindrance to the rest of my commencement plans.

  Customer Answer

  Date: 05/12/2023

  Hello and thank you for your message. I’m afraid I’m not entirely sure which component of my school paid for my regalia. The best explanation I can provide is that when the regalia purchase was made available to me, I was provided by Student Affairs a specific link for students at my institution and was told along with the link that regalia would be available at no cost using that link. I can provide a copy of the email accordingly as attached. Please let me know if you have further questions!

  

  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:05/12/2023

  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.

  Purchased graduation cap and gown from Oak Hall on April 4, 2023.
  Company claimed processing would take 1-2 weeks, has been over a month and tracking the package says it is still processing.
  I have been tried calling the company and ultimately the calls ended before any resolution.
  Graduation is next week, May 19 and I am really concerned about not receiving my cap and gown before then.
  I am attaching a screen shot of the confirmation email showing they received my order over a month ago.
  It is looking like I am going to have to purchase another cap and gown in person before graduation, which should never have to happened.

  

  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: 06/05/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Hello,  Yes I received my cap and gown two days before graduation. I was happy to receive it in time, however, I believe the Oak Hall needs to be more on time in the future. The delayed shipping caused a lot of stress for my fellow graduates, and I know some people had to attend graduation in plain black gowns as theirs never arrived.  Again, my regalia did arrive in time. Thank you for your help.  ******* ******* 

• Initial Complaint

  Date:05/12/2023

  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.

  No sign of delivery or shipping of my cap and gown for hooding ceremony occurring THIS WEEK. Haven’t received any notification about shipping and I placed my order 3/28. Also I have fellow students who’ve both put in their order later than me and received their regalia earlier than me. Anxious for the late arrival of my regalia since I will be needing it within the next few days. No response to email or multiple calls for the past two weeks.

  

  Business Response

  Date: 05/15/2023

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

• 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.

  I ordered a cap and gown from Oak Hall on April 19, 2023 for a graduation ceremony on May 22, 2023. Today is May 12, 2023 and I still have not received my order. The processing time should only be 2 weeks and it has yet to ship. There are only 10 days left until graduation. I have spent 5 years earning a Master's degree while working full time and am in danger of missing my graduation ceremony that I very much want to attend. After the most recent contact with them on May 10, they said the shipment would be upgraded to next day air shipping and that I would get a notification at my university email address with the tracking number. I never received the email with the tracking number and I am running out of time before graduation. The university bookstore has stated they have not received their shipment either, which is also distressing as that was plan B. All I want is to get my cap and gown in time for graduation. I live in ******** too, we can make this work. Please do your absolute best to get my robes to the shipping address provided no later than May 20th. I've attached the order information as a PDF.

  

  Business Response

  Date: 05/12/2023

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

  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.  Yes I finally got it and in time to wear it on Monday. You can close the complaint now. Hopefully they've learned their lesson and won't cut it so close in the future. Sorry it took so long to respond, working full time and trying to pass two finals made this fall off the radar a little. Thanks ***** *****

• Initial Complaint

  Date:05/11/2023

  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.

  Have attempted to call and email multiple times regarding my order placed on 4/17/23 but no one has emailed me back or called back.
  
  In reviewing the status online, it has not yet shipped, order was placed on 4/17/23 and it states that it’s take up to 2 weeks for processing and transit.
  
  Order was- (Regalia- Master of Social Work) Order number *******.
  
  I have attempted to reach out through their social media but no response there either.
  I was told by the school Oak Hall would be shipping orders overnight but gotten nothing. I have attached photos of my order and email about the shipment.

  

  Business Response

  Date: 05/12/2023

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

  Customer Answer

  Date: 05/13/2023

  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, my shipment has not arrived and continues to say in process. Need it by May 16th and it was suppose to arrive no later than May 1st.
  Regards,
  
  **** **** 

  

  Business Response

  Date: 05/18/2023

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