I've been giving the same hat maker my business now for about 15 years. Initially he sent me a little gizmo to measure not only the size of my head but also the shape so that the hat would be as close to custom as one can get these days. The first hat I received from him was perfect in terms of shape and fit. I soon ordered another hat from him that fit like the first, and in no time we had established a great business relationship. I sent him my hats periodically for cleanings, reshaping, etc in addition to recommending his services to any and all. Fast forward to just recently and he sent me a new hat that flat out does not fit. It was way too small, and sits very high on my head, so I can't even pull it down all the way and wear it at the level I usually do. Needless to say I was disappointed and wrote him an email saying so. His response was "mistakes happen, send it back and I'll make it right." So where i need the insight is precisely here: how could a hat maker just flat out make a hat that is way too small after fifteen years of doing business? Shouldn't my measurements be dialed in at this point? I didn't suddenly put on 100lbs, nor do I have tumor on my head, so what gives? I'm pretty irritated at the seeming insouciance of his response. I can understand if the hat was a little too big or a little too small, this is after all a hand made product, but to make a hat that isn't even in the ballpark just strikes me as bizarre. So, please offer some insights to this situation. Am I way off base and making this a bigger deal than it is?