Teressa Foglia - Malibu, California

Larisa Forester

POOR QUALITY AND POOR CUSTOMER SERVICE

I was SO excited to get a Teressa Foglia hat. I bid on a giftcard for one at an auction, won, and proceeded to Malibu to try some on and purchase one of her amazing creations. I wanted a straw hat for some beach trips coming up, so after a bit of back and forth over email, I was sent the hat I picked out and was ecstatic when the box arrived. To my dismay, the branded box inside the shipping box had clearly been used very roughly, somewhat dampening my excitement, but the box wasn't the focus, the hat was! I let the company know about the box, so they could better enforce quality control for future customers. They sent me a new box, which was unnecessary, but appreciated.

Now for the hat. I tried it on and upon taking it off, the crown immediately began to crumbled in my fingers. I started to panic that I'd handled it too roughly, but just taking it on/off my head, pieces were falling off. I immediately contacted the company, asking what to do, but no response. I hoped if I was just a bit more careful with it, the damage would stop with only a small hole. No such luck. I picked it up one too many times and the entire point of the crown disintegrated. These hats aren't inexpensive, so I was highly irritated and disappointed that this was happening. I let the company know the situation and asked what next steps were for repair/replacement/etc.

Their reply was to accuse me of "intentionally manipulating" the hat by pulling it apart. Why in the world would I do that?! They said they "dispatch hundreds of hats annually and such occurrences are not typical." I understand they have more experience in hats than I do, but it's not my fault I received an atypical defective product. I was hurt and upset at how poorly this situation was being handled, especially as I was trying to be helpful and honest with everything that was happening. They took the hat back for repair and upon me receiving the "repaired" hat back, it is obvious they have no patience for working with a customer in need of repair and there seems to be little pride in the final product. The thread color matches, but is looped unevenly and so blatantly a mend, that the hat is unwearable. The crown is not even symmetrical anymore.

I am so incredibly disappointed, not to mention frustrated at how much money they took from me for an unusable product. What a let down in a company I thought would be a joy.

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In reply to Teressa Foglia's Response:

Oh dear, is right. It seems there really has been an unfortunate miscommunication.

I don’t believe I ever spoke to anyone on the phone, but we did have a few emails back and forth. It’s difficult when something goes wrong, both on the customer side and on the business side.

It’s just such a bummer that incorrect assumptions were made, and things weren’t handled differently.

You have other happy buyers, and your hats are designed beautifully–one of the reasons I was so excited to have one of my own. I just hope anyone else who is unfortunate enough to have any issues with the product has better experiences with your brand than I have.

Jujuba Verde

Yes yes yes! Fantastic place to buy hats. In fact, it was the best place I've seen here in Los Angeles, let me be more specific, the best I've seen in California.
I was impressed with the quality, imagination, creativity etc. Even non-hat lovers, this shop is worth the visit.

B

Pía was amazing! She was so thorough with everything, and she explained everything to the tee! She was super sweet and knowledgeable! Thank you so much!

Max Leclerc

Teressa Foglia surely is the Christian Louboutin of hat making. Her heart and soul feel so dedicated to her craft. She is so authentic, humble, accessible and cool. Beautiful shop and unbelievable team.

I have bought many hats in the past and never had an experience like this. When you are getting a hat from Teressa Foglia you are not just buying something unique, you are participating in crafting your own design – and the team guides you exceptionally well. Thank you so much for doing what you do and making such high quality products. Your work is pure art.

Elexa Ruth

Rarely do you find a bespoke shop that makes you feel like you’ve walked into a home - T & T have created a space that instantly wraps its colorfully adorned arms around you and gives you a hug that will keep you coming back for more. Some call it love, others may call it hat-addiction - either way, it’s a not to miss no matter where you’re coming from!

Erika Hudgins

What a wonderful experience working with TF and her design team to create my favorite hat ever!! I can’t wait to get another one!

Shelby Ito

This place is a treat for your eyes and your heart. The best hats, accompanied by the best company. Must go if you’re in Malibu!

Cal

Best hats in the game. Rad crew with the best vibes. A must when visiting Malibu