Complaints
Customer Complaints Summary
- 244 total complaints in the last 3 years.
- 14 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:05/11/2023
Type: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 package on April 23rd and the business said they would complete the order processing and shipping within 2 weeks. It is now coming up to be around the 3 week mark with the graduation event NEXT WEEK. I am beyond astonished that there is no response from the business to my emails or any attempt to send the items before my event date. No answer to calls to their customer service number either. I spent about $120 on this purchase and am absolutely disappointed that this how I will have to spend my graduation.
Business Response
Date: 05/12/2023
Thank you for your concern regarding your order. Someone will contact you to resolve your issue.Initial Complaint
Date:05/11/2023
Type: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 over a month ago. My graduation is next week. I've called countless times and no one picks up and my order has not been shipper although I had to pay 15 for shipping. This is terrible and I'm stressedBusiness Response
Date: 05/12/2023
Thank you for your concern regarding your order. Someone will be in contact with you to resolve this issue.Initial Complaint
Date:05/11/2023
Type: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 paid $114 on April 14th to have my cap and gown shipped to me for my graduation on the 22nd of May and the tracking has said it’s “Processing” for the past month. Have attempted to contact the company multiple times and have not gotten a response. They seem content to take money with no real plan in place to deliver products when they say they will.Business Response
Date: 05/12/2023
Good morning, Thank you for your concern regarding your order. Someone will be in contact with you to resolve this issue.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. They have not contacted me as claimed nor delivered the package. At this point I would like a full refund since I had to purchase another gown for full price from the bookstore. Regards, ****** **Business Response
Date: 05/18/2023
******,A refund request has been placed for your order. Oak Hall Cap & GownCustomer Answer
Date: 06/05/2023
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. Thanks for reaching out. No, I have not received a refund from Oak Hall. I've attached a screenshot of the **** virtual gift card that I used to pay for it, which shows that the balance still reflects the charge for $114 on *********. Regards, ****** **Business Response
Date: 06/12/2023
Your refund has been processed today 6/12. We apologize for the delay.Oak Hall Cap & GownCustomer Answer
Date: 06/20/2023
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:05/10/2023
Type: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 had placed on order for my cap and gown on April 7th and was informed that it would take two weeks to have it delivered. It’s now May 10th and I have heard nothing and it shows as still processing. This is stressful as graduation is on the 20th and will be flying out on the 17th. This make a very important milestone in my life more stressful than needed, as I don’t know if it will arrive on time. I have reached out by email and have not gotten a response.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.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 did receive my regalia. Regards, **** ******Initial Complaint
Date:05/10/2023
Type: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 graduate cap and gown on April 6th and have yet to receive it. I have called once before and they were not able to give me a shipping date. We graduate next week and it was determined that almost 40 students do not have their gowns. For something that costs almost $200, the service is atrocious and I really hope that my school can find someone better for the following class.Business Response
Date: 05/12/2023
Thank you for your concern regarding your order. Someone will contact 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. I did receive my gown. Regards, ********** ****Initial Complaint
Date:05/10/2023
Type: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 am graduating May 18 with my doctorate degree. As you know this was hard work commitment. What should be a celebratory time I’m spending on the phone for hours calling with no success to find out the status. No answer, crickets. I also email and crickets. I placed the order March 20 and nothing except the $1k gone out my acct. the reviews also show many people are in this same predicament. We need help. Regardless of the degree people paid their money worked hard and should be advised as to the status of their order. The order is for ****** ********* ****** **********. Conf # *******. Pls help.Business Response
Date: 05/12/2023
Thank you for your concern regarding your order. Someone will contact you to resolve your issue.Initial Complaint
Date:05/10/2023
Type: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 6, I made an order for my cap and gown. I was told that it would be processed and delivered in two weeks. We are one week away from graduation and I haven’t received a tracking number. I think it’s ridiculous that it takes this long and to make matters worse, emails are ignored and calls are not taken. Now Iam being told I have to go to ********* to pay for my cap and gown again because Oak Hill coudnt complete the order.Business Response
Date: 05/12/2023
Thank you for your concern regarding your order. Someone will be in contact with you shortly to resolve this issue.Initial Complaint
Date:05/10/2023
Type: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 daughter's graduation regalia on April 6, 2023 (order #********. Oak Hall website says allow up to two weeks processing + shipping. It is now over a month later and the order still has not shipped. I have tried to call the company over 100 times in the last week, only to get automated recording they are experiencing high call volumes and cannot take the call. I have emailed four times with no response. We leave in less than 48 hours for graduation and do not have cap, gown, and hood. The school requires the regalia to participate in graduation. This has caused great stress and disappointment for the family.Business Response
Date: 05/12/2023
Thank you for your concern regarding your order. Someone will be in contact with you shortly to resolve this issue.Customer Answer
Date: 05/15/2023
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's response was to get in touch with me shortly. I waited two days and no one got in touch. I would accept the order being shipped over night to a different address, as long as it will arrive by May 17. If not possible then I want a refund. Thank you, ********* *******Business Response
Date: 05/15/2023
*********,We apologize for the delay. According to tracking your order arrived 5/13. Congratulations.Oak Hall Cap & GownCustomer 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. I initiated this complaint on May 10.after waiting 5 weeks for it. Oak Hall's response was that they would contact me. They did not but instead, shipped the order to the original address. I had requested the order be shipped to a new address. We already left for graduation when they shipped to the original address (shipping occurrd AFTER being contacted by BBB) Had I been contacted by Oak Hall, as they indicated they would, the order could have been sent to the new address on time for graduation. As it is now, unless the order can arrive by May 17 to the new address, we will not have the required graduation regalia. If this is not possible I would like a full refund of the order. Regards, ********* *******Business Response
Date: 05/18/2023
*********, We apologize for the mistake. A refund request has been placed for your order. Oak Hall Cap & GownCustomer 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, ********* *******Customer Answer
Date: 06/08/2023
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 accepted Oak Hill's resolution to issue a refund but they have not done so. I would like an update on the status of my refund. Regards, ********* *******Business Response
Date: 06/12/2023
Due to a chargeback dispute on this order we are not able to process the refund. Oak Hall Cap & GownCustomer Answer
Date: 06/16/2023
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 do not understand the response. Oak Hall has already agreed to the refund. The dispute with the credit card company should have no bearing. Delete the charge if that is the problem. Regards, ********* *******Business Response
Date: 06/28/2023
*********, we have approved the refund request that was submitted through the Visa chargeback system today. You should see the refund of your full order amount back on your card in the next business day. Please see attached for confirmation.
Customer Answer
Date: 07/01/2023
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. I have checked my credit card statement and the return has been processed. Regards, ********* *******Initial Complaint
Date:05/10/2023
Type: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.
Date of transaction: 04/05/23 Amount of money paid to the business: $132.81 Oak Hill Cap & Gown promised the items below that are still in process. My commencement date is 05/19/23 and i have not received a call back or email regarding this situation *** ***** ****** ****** **** * **** **** ***** *** ************** **** *** * ******** *** *** ***** ******* ***** ***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.Customer Answer
Date: 05/12/2023
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:05/10/2023
Type: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 on April 7th. They said it would arrive in two weeks. I have not received my order nor response to phone calls or email. My graduation is a week away, which the company is aware of.Business Response
Date: 05/12/2023
******, Thank you for your concern regarding your order. Someone will contact 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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** *******
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