Extremely Disappointed With Both Hat Quality and Customer Service
I’m writing this review out of sheer frustration and disappointment with Goorin Bros, both regarding the quality of their hats and the way their customer service team handled my case.
About six years ago, my husband and I purchased a couple of Goorin Bros hats during a trip to the US, at the Boston store. We were told these hats would be a lifetime investment thanks to their quality and durability. However, despite only wearing them once or twice a year and taking meticulous care — always storing them in hat boxes and handling them gently — the hats began to deteriorate quickly. The structures at the joints became visibly damaged, to the point they almost fell apart after minimal use over six years.
Naturally, we reached out to Goorin’s customer service hoping for some advice or assistance, fully expecting the brand to stand behind their product, at least in some capacity given the high price and promises made. Unfortunately, what we encountered was an entirely unsatisfactory and dismissive response.
The support team repeatedly emphasized that the hats were out of the 1-year warranty period. They insisted that structural damage like ours was due to normal wear and tear and hence not covered — even though we had only worn the hats 6-12 times total over six years! This defies logic and the very concept of “wear and tear.” How is this a reasonable lifespan for what was sold to us as a durable, lifetime piece? We asked if they genuinely believe such minimal wear would cause the hats to “practically fall apart,” but we received no acknowledgment of our concerns.
To make matters worse, the company admitted they have no repair program whatsoever. Instead, they casually suggested we find a local hatter in London (where we live) to try and fix what we consider a product failure. This is laughable given the hats were bought from Goorin and we expected better support or even goodwill efforts considering the disappointing early deterioration.
We also tried escalating the issue via photos and multiple emails, but the responses never changed. The initial replies were generated by an AI assistant that repeatedly quoted policies without empathy or practical solutions. When a human did respond, their message still boiled down to “sorry, it’s out of warranty, no repair or compensation, find your own repairer.”
This entire experience has left me feeling that we were oversold on product quality and undersupported as customers. Hats that fall apart after so little use are not what I consider high-quality. And a brand that won’t even offer any option beyond cold policy enforcement has lost our trust entirely.
I sincerely hope Goorin Bros takes this feedback seriously and considers extending better warranties, improving product durability, and treating customers with more empathy and goodwill when issues arise. Until then, I cannot recommend this brand or their hats to anyone looking for genuine quality or aftercare.
