Cancelling Hat Orders

vintage68 · Aug 4, 2016

So this is a question for the hat makers on the forum.

I did a dumb, self-indulgent thing a while back and ordered two custom hats from my favorite hat maker (been a customer for over a decade) within a few weeks of each order for approx $500 each when I couldn't really afford it. I watched a couple of movies with great hats in them and just had to have those hats! Pure impulse purchases.

My question is, how big of a deal is it to cancel a hat order once it's been several months and pretty much completed? I know time and energy go into making the really beautiful custom hats we so enjoy, but if a customer cancels an order is it a simple matter of just putting the hat up for sale in the store (he has a shop), or simply reworking it a bit for the next customer on the waiting list? Or is the cancellation a huge faux pas that will strain the relationship forever?

Bob Roberts · Aug 4, 2016

vintage68 said:
So this is a question for the hat makers on the forum.

I did a dumb, self-indulgent thing a while back and ordered two custom hats from my favorite hat maker (been a customer for over a decade) within a few weeks of each order for approx $500 each when I couldn't really afford it. I watched a couple of movies with great hats in them and just had to have those hats! Pure impulse purchases.

My question is, how big of a deal is it to cancel a hat order once it's been several months and pretty much completed? I know time and energy go into making the really beautiful custom hats we so enjoy, but if a customer cancels an order is it a simple matter of just putting the hat up for sale in the store (he has a shop), or simply reworking it a bit for the next customer on the waiting list? Or is the cancellation a huge faux pas that will strain the relationship forever?

Im not a hatmaker but I would bite the bullet and honor my commitment.

Frunobulax · Aug 4, 2016

Bob Roberts said:
Im not a hatmaker but I would bite the bullet and honor my commitment.

^^^^What he said. Tough lesson to learn, but if I commissioned anything custom, be it a hat, shirt, or automobile, I would feel obligated to honor my commitment.

1mach1 · Aug 4, 2016

^^ Agreed.

Steph · Aug 4, 2016

How unique are the hats you ordered?

This isn't any different than any other custom order; can he get rid of them quickly and without much hassle? If they are standard issue hats that he can just put on his shelf and quickly sell, it may be frustrating and you may have some relationship issues, but there's no real loss. Cost of doing business, unfortunately, even if it is a huge faux pas. Which frankly, would surprise me.

Likely you're not the first, and you won't be the last. Maybe offer to take one of the hats, at a slightly elevated price to compensate for his time and effort? Offer to pay a cancellation fee to make selling them in the store a sweeter deal? Ask him to put one in the store, and if is hasn't sold by x time, you'll take it? That gives you more time to fit it into your budget. Offer to take your refund when one or both of the hats sells?

If he has a store, it would seem that he has the operating capital to fiddle with two hats, especially if you will be back. For a smaller, one-man operation, that's a lot harder given the outlay for materials, but it could be workable. Use this as an opportunity to work together to build the relationship instead of treating it like the nuclear option.

Frankly, bespoke creators deal with this all of the time. People lose or gain weight. Mistakes happen. The hatter himself may not be able to get the materials promised, or the hat on time, or it gets lost in shipping. Work with him, show him the benefits of your future business, show him that you care and understand, and figure it out.

Fed in a Fedora · Aug 4, 2016

I would contact them and ask if any work had been done. If any has been done, you are committed. If not, then there should be no problem - provided the hat makers is reasonable and wants your future business.
Just make the inquiry.

vintage68 · Aug 4, 2016

Thanks Steph for the thoughtful reply, and BTW welcome to the forum!

Steph · Aug 4, 2016

vintage68 said:
Thanks Steph for the thoughtful reply, and BTW welcome to the forum!

Thanks!

I was still editing, but you get the gist. Hope it helps.

Good luck.

moontheloon · Aug 4, 2016

simply depends on two things

your relationship with the hatter and how much work has been done thus far

was there a deposit involved ?

call him

gtdean48 · Aug 4, 2016

You are talking a bespoke item that is to your specification. Lots of custom hatters don't have a brick & mortar store to "put it on a shelf" to sell to somebody who may come by with your size noggin & taste in specifics.
You entered into a contract, verbal if not actually written thru emails. Honor your contracted commitment & then bare the burden of recouping your loss. Don't put this on the hatter who used up slots in their schedule to honor their side of the contract.

moontheloon · Aug 4, 2016

gtdean48 said:
You are talking a bespoke item that is to your specification. Lots of custom hatters don't have a brick & mortar store to "put it on a shelf" to sell to somebody who may come by with your size noggin & taste in specifics.
You entered into a contract, verbal if not actually written thru emails. Honor your contracted commitment & then bare the burden of recouping your loss. Don't put this on the hatter who used up slots in their schedule to honor their side of the contract.

very well stated Tom

Obsessed · Aug 4, 2016

None of us can answer your question. You need to take it up with the hat maker himself. Perhaps the custom hat is nonrefundable. as many custom items are. Or perhaps it will be a relatively easy matter for him to sell it to another customer, or he'll be willing to accommodate you in consideration of the business you've done in the past. Regardless of the outcome, there's no harm in asking.

RJR · Aug 4, 2016

Obsessed said:
None of us can answer your question. You need to take it up with the hat maker himself. Perhaps the custom hat is nonrefundable. as many custom items are. Or perhaps it will be a relatively easy matter for him to sell it to another customer, or he'll be willing to accommodate you in consideration of the business you've done in the past. Regardless of the outcome, there's no harm in asking.

Agreed.

vintage68 · Aug 4, 2016

Steph said:
Thanks!

I was still editing, but you get the gist. Hope it helps.

Good luck.

I emailed asking about a possible compromise (with the theory it doesn't hurt to ask) and we reached a solution. I'll pay a restocking fee of $100 for one of the hats, and pick up the other.

Frunobulax · Aug 4, 2016

vintage68 said:
I emailed asking about a possible compromise (with the theory it doesn't hurt to ask) and we reached a solution. I'll pay a restocking fee of $100 for one of the hats, and pick up the other.

Sounds like a plan. Communication is everything.

suitedcboy · Aug 4, 2016

Also sounds like the hatmaker is a good person, a VERY good person.

Bob Roberts · Aug 5, 2016

Are you at liberty to say who this (as of yet) unamed hat maker is? I would be singing his/her praises.

KY Crusader · Aug 5, 2016

Sounds like a reasonable compromise for both parties. Although I must say that it's fairly rare to see two parties put reasonableness into action. Glad to hear of the happy outcome.

vintage68 · Aug 5, 2016

Bob Roberts said:
Are you at liberty to say who this (as of yet) unamed hat maker is? I would be singing his/her praises.

I've sung his praises here many times, it's Roy at Jaxonbilthats.com. Always happy to do so again!

Bob Roberts · Aug 5, 2016

vintage68 said:
I've sung his praises here many times, it's Roy at Jaxonbilthats.com. Always happy to do so again!

Sounds like a good guy.

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