Hatstoreaustralia Avis 160

I have ordered off this company twice. Both times have had problems with shipping. Only one order has arrived and they are most definitely NOT IN AUSTRALIA

Warning very misleading, read before you buy! They sneakily advertise as being in Australia but in fact are based out of Europe. Their website makes you think you are buying a product that is local. However once you're order is placed, you find out there is a extended delivery wait time and your product is coming from Sweden or Germany.

On top of this they have terrible customer service staff who take days to respond and do nothing to assist your requests. If I had of known that the product was coming from out of country I would not have bought it.

Because of this the product never arrived on time for a birthday. The product was also overpriced considering all of this.

PS hatstore don't reply to this with some "sorry we care message" to make people think your a good company. Your a scam.

Hands down the best customer service experience that I have had in many years, and the hats are fantastic. Would and will order from here again!

Viktor first reached out when there was a problem with the logo design. Eventually, I found an alternative that Viktor quickly approved for production. He was extremely helpful and always responded to my emails in an timely manner.

Products look fabulous and awesome customer service. Speedy communication and exceptionally helpful. Would definitely recommend. Thank you

The support team at Hatstore Australia NEVER fail to guide you through any order issue. They are friendly, professional and efficient. On this occasion my order was delivered to the wrong address and the problem sorted itself out. However, it was Sarah’s quick response in initiating and progressing the investigation that was impressive. She answered my first email and was consistent in keeping in touch throughout what turned out to be a minuscule problem. An excellent, friendly experience.

The hat ordered on 2 Feb has been "This item has been processed at our gateway facility and cleared for departure, but it hasn't been handed over to the air or sea carrier yet." for the last 11 days.

Multiple enquiries regarding why there is the hold up... the very helpful generic response has been "“Rest assured, once your package arrives in Australia and is processed by customs, you will see an update on the tracking page."

How this helps in any way has me stumped.

Large, inpersonal overseas based.. Lesson learnt.. Buy local

Review Updated:
The website now includes more obvious mentions of the products shipping from Sweden.
I did receive my products within few weeks.
The quality was excellent.

A couple of weeks after ordering I was wondering why I hadn't yet received my shipment of hats which appeared to be in stock when I purchased.

I checked the tracking info and saw they where shipping from GERMANY!!!

Only then did I check the trustpilot reviews (should always check trustpilot before ordering) and saw many people having the exact same complaint and responses pointing out that the about us page clarifies the store is not based on Australia.

This is disingenuous; don't call your site HatStoreAustralia but then leave the burden on the consumer to carefully study the About Us page to realise they ship from GERMANY!!!

OK, you don't want to change your URL for SEO purposes, but at least make it clear to people before they checkout that the products may take a few weeks to arrive as they ship from Germany, not Australia.

I eventually received the hats and they are as advertised.

UPDATE:
Your response says;
“do however get back to us via email and we will gladly look into this for you and find a solution :) “

Seriously, what is there to “look into”?
This is nonsense. The issue I’m having is one you already know about, and why 30% of your reviews are 1 star!!

Your response fobbing me off indicates you have zero intention of making any real change.

A person who lands on a product page and proceeds to checkout because the product is listed as in stock ready for immediate despatch, should be able to clearly see the product ships from a different continent with several weeks of shipping time, before they confirm their purchase.

If I ever see this change, then I’ll update this review.

I have been purchasing through Hat Store over the last 2-3 years & their range is huge, the quality is good & their service always timely. I recently had my 1st issue with a product that was delivered, being the incorrect size. I requested assistance & the reply was immediate, helpful & without suspicion. I replied with the detail they requested, a couple of pictures & a little detail. Hat Store immediately recognized there was an error at their end & they confirmed a replacement was on its way & that I was free to share the incorrect size with a friend at no cost for the item. This organization is all over customer service backing their terrific product range

Gabriel supplied me with a replacement hat, which was unexpected and greatly appreciated.

Amazing customer support

Super easy, great functionality regarding hat design and finally backed up with great customer service rectifying a mistake I had made during the ordering process

Should not be allowed to call this company Hatstore Australia because they are NOT in Australia The name is misleading
I ordered because I wear 9Forty New Era caps all the time. and I made a huge mistake buying from them as I thought I would receive them earlier …instead it took 3 weeks because they were coming from Germany …not here in Australia
I don’t recommend Hatstore Australia…as they are not an Australian company and not based in Australia

Unbelievable that you can be called Hat Store Australia and be not even be based literally the furthest possible distance from Australia!
Sure they will tell you they explain it clearly on the “About Us” page, but who goes to an About us page when online shopping.. for hats?
The name is clearly and deliberately misleading and has led to gifts missing a birth day.
Very disappointing

Hatstore had what i was looking for, reasonably priced with an excellent variety of choices.
Unbeknown to myself I made an error with my order on one cap and the next day i recieved an email letting me know and what i needed to do to rectify. Appreciated and wish to recognise this sort of customer service.

I bought a couple of hats from Hatstore Australia and needed to return one, the instructions on the original order email and website were easy to follow, the refund was due to be paid on receipt of the returned item, in my case 12-16 days, however the funds were in my account the day after I provided the tracking number, very good service by the AU team. Thanks.

Great service.
Very helpful and prompt with all enquiries

Initial challenges with the order was overcome by the swift work of the the support staff.
Quality of the product made up also for some of the initial negative feelings.

Viktor replied to my email super-fast and resolved my request without fuss and with impeccable politeness. This is my first order from Hatstoreaustralia, and based on the service provided by Viktor it won't be my last.
I wish more companies realised that customer service is just as important as the product they sell, if not more so.
Thank you Viktor!

I ordered a hat from there it’s been shipped but not delivered it’s been 2 weeks. I don’t know if it’s gonna come in

I purchased the Exclusive x Montreal Canadiens Hockey Night in Canada Black Adjustable - Mitchell & Ness. Definitely 100% authentic. Communication was clear and process was faultless. No issue with packaging or delivery. Highly recommend. I will be buying from Hatstoreaustralia again.