Pukka Inc.

"I first saw the quality of the product from a friend and was quite impressed. I have ordered hundreds of custom hats from multiple vendors over the years and and I wanted the ability to be a little more creative so I thought trying a new vendor with good quality would be worth it. Boy was I wrong. I haven't had a worse customer experience in years. I designed several hats using their online hat builder. From there I wanted a quote. They weren't clear on minimums, made me fill out a form filled with error messages online just for quoting approval, and the hat builder didn't show the material very well. After multiple emails and just simply asking them to use my booking link at least 5 times to schedule a call, I finally got on the phone with them. literally took 3 months to get to the point where I could ask questions on materials. But they still couldn't give pricing. I asked for samples which they said they could send once materials were narrowed down. They were never sent. The account approval process is confusing, useless, and just adds more time to an already terrible sales experience. The cartoon image document I approved on multiple hats was not at all like the final product received or what I envisioned. Here was the worst part. Before production started (see blank below) they asked if I liked the logo and if I would want more of a bubble on the four squares.... No, that was fine but the grey in the logo was added by them. I never approved a different color, for my actual logo to be modified, and let alone for them to say they cant change that "its too late". The logo is all black with void in that place where the grey is, ALL other vendors have always made it all black. So now I have hats with a logo that isn't on brand. They knew I said this is a problem. They proceeded anyway. I said I wont pay for a product that doesn't have my logo. They did nothing but blame me for approving it and saying it was too late. But it wasn't, they had just inquired if I wanted more or less bubble! Hats shipped anyway, I received them and of course, they aren't my logo. I had already politely asked if they could do anything because this was a mistake. The invoice was north of $3k so I sent a payment for all hats, less the cost of the hats that were done wrong. They didn't do anything but send another full invoice without giving credit for my payment already sent as a first step. They still denied having ANY responsibility and demanded full payment. Listen, I understand sometimes people make mistakes and regardless of fault, mistakes can be forgiven. But only if someone takes responsibility and tries to make it right. I spend lots of money on hats and ANY kind of discount, coupon, benefit or something to make it right of any kind I would probably not be writing this. This exchange tells me that they don't care about their reputation, retaining a customer, and all they want is money. - Terrible customer experience - Registration process is long online and every field had error message. Took two weeks to get approved just to get an estimate. They wouldn't even provide a ballpark cost. - Communication started 10/13/22 with known delivery of end of February at latest. Hats didn't come until May 19 after delivery was rescheduled 3 times. - They don't care about the customer and accountability - Inability to explain material recommendations/combinations (the app should do that) - Didn't provide samples or even swatches - Messed up and took 0 responsibility - No effort to make it right - Was talking to a "manager" the whole time and refused to escalate to senior person even after asking. Too bad I cant give 0 stars. Customer beware."

"Amazing hats - 4 MONTH turnaround times at this point. So you're looking at a 6 month process if you're working with in-house design and creative with revisions. Very responsive sales team (I've been working with this company for years) and again the quality is great, but design is going to take 4 to 6 weeks (not counting revisions) and production / shipping 6 to 8 weeks. And because they're at capacity there's no rush or priority options available. Really hoping they hire more people and restructure their supply chain because they're an awesome vendor, but their current production timelines have become unworkable."

"I've ordered beanies through Pukka for a variety of brands I've worked with over the years including Shake Shack, Melt Shop and Vira Sun. The quality is top-notch and the customer service is always on point. Will definitely be ordering more hats in the future!"

"Ralph from Pukka has been so helpful and pleasant to work with! (also the designers!) We and our members LOVE the knit hats we purchased this past winter-- so much that we did ball caps this summer! The quality is top notch, the fabrics, the fit, etc. Nothing but great things to say! I look forward to ordering regularly for our gym. Also the prices are very reasonable!"

"The whole concept of being able to create your own custom cap at a low quantity sounds great and it is... but having so many options and really no real help from customer service is where Pukka failed for me. I should have asked even more questions. They will just send you the catalogue and let you choose. Even their approval process is confusing and untrue to the real cap. The document I signed was not at all like the final product received. Let's just say that the caps I ordered and received ended up in the garbage. Every friend I want to give one to were refusing saying they wouldn't wear it. The colors were fine but the structure was just a mess. Looks like someone sat on the hat... I should have read the book on making a cap before ordering with Pukka. I just wasted 800$ and they never even tried to make it up. Just know that you are on your own building your cap."