I have a Bailey straw hat that I purchased at Heritage less than a month ago. Not an inexpensive hat. It began to get lumpy and uneven around the brim almost immediately. I took it in the shop today and the owner told me it was just the nature of the hat and that I should steam the brim in an effort to fix the defects. He made a half hearted effort to steam out the lumps and handed it back to me. Since they have a no return policy I guess I'm stuck with an $85 straw hat that is so misshapen I'm embarrassed to wear it anywhere.
I have recently begun wearing hats everyday. I won't be purchasing any other hats from Heritage. If you expect good customer service take your business elsewhere. The owner may think it's clever to refuse to stand behind his products but he lost my business and may lose yours after you read this.
One more retailer that will soon be put out of business by online companies that stand behind their products.