I'm sharing my experience not to detract from the incredible artistry of the staff—Lauren was INCREDIBLE—but as a necessary warning about hidden costs during the customization process. The design session itself was Genuinely one of the best experiences, but when the final price was tallied, I felt completely blindsided. My direct feeling and conclusion after the fact was:
"I do wish I’d understood/known the pricing structure a little better prior to the appt"
but overall, I was very happy with the whole experience. I felt compelled to leave this feedback and engage with customer service because, while I walked out with something better than I envisioned, the lack of financial transparency truly soured the end of an otherwise perfect day.
Customer: I am so frustrated. The quality of the hat is amazing, but there was zero clarity about how much each embellishment was adding to the bill until I was checking out.
CS Rep: I completely understand why you feel that way, and I sincerely apologize that the pricing structure wasn't clearly detailed upfront. That is certainly not the transparent experience we strive for.
Customer: I went in with a rough budget, and it felt like I was racking up charges without realizing it. I was so caught up in the creative process that the financial aspect was totally lost.
CS Rep: Thank you for highlighting this operational gap. We rely on this feedback to improve. We are implementing a new visual pricing guide next week. As a gesture of apology for the confusion you experienced, I would like to offer a 20% discount on that customized hat.
Customer: I appreciate the discount, but the primary goal here is prevention. New customers shouldn't feel pressured or surprised at the register.
CS Rep: You are absolutely right, and we will use your experience immediately in staff training regarding mandatory mid-design price check-ins. If you have any questions relating to where and how to utilize www.wholecustomdesign.com, you can contact us at our web page. I have processed the 20% refund back to your card.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.