Panama Hats Direct Panama Hats Direct- Be Careful Internet

About 6 years ago my Mom gave me an unusual birthday present- a custom Panama Hat from Panama Hats Direct.  I have no idea what caused her to think I would want a Panama hat because I am not a "hat guy".  However, several weeks later I was thrilled to receive the hat in the mail.  I considered the hat one of my most prized posessions.

My hat became even more important to me a couple of years later after my Mom passed away from pancreatic cancer.  Each time I put it on I remembered how happy she was when she saw me wear it.  I considered the hat the most cherished of my possessions.

After 4 years of frequent use, the hat developed a small tear in the crown and became soiled.  The Panama Hats Direct website provided instructions on how to return hats for repair and for cleaning.  One year ago I sent my hat to the company in Equador and after a month received notice that they had received it.  However, despite numerous emails to the manager, William Ramirez, to date I have not received my hat back.  I have received emails apologizing for the delay and thanking me for my patience.  On a couple of occasions I received notice from Mr. Ramirez that the hat had been finished and was about to be shipped only to learn later that it had not.  My most recent email has gone unanswered.

Had I been told that the hat was lost in the mail or was not repairable would have been disappointing but understandable.  That message would have allowed me to move on.  However, the fact that several times that I was told it was being worked on and even told that it had been finished and was about to be shipped has been painful.

My recommendation to those who purchase hats from this company, be careful if you need to send it back for repair.  Although their website gives the impression that they provide great service and have many return customers, my experience with the company has been very disappointing.