Custom Patch Hats, LLC: most-reported complaints
Automated analysis of 255 public Trustpilot reviews published 2022-08-01 to 2026-08-28. TrustScore 4.8 from 2,809 total reviews — see the Trustpilot page. Quick answer: is Custom Patch Hats, LLC legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that products were not as described, accounting for 48% of the 58 identified complaints. A significant portion of feedback, representing 31% of complaints, concerns faulty products that did not match the provided proofs. Other reported issues include late delivery and overcharging, which made up 12% and 9% of complaints respectively. The trend for these issues has remained flat throughout the analysis period.
The company claimed its Trustpilot profile on 2020-02-24, uses Trustpilot’s paid features, and last replied to a negative review on 2026-08-17. Trustpilot ranks it 1 of 22 in Hat Shop. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.9★ on Google (314 reviews)
TrustScore over time
4.8 → 4.8 across 5 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-30 (50%, 4.0d) · 2026-09-02 (33%, 4.0d) · 2026-09-08 (100%, 3.0d) · 2026-09-12 (100%, 4.0d).
Severity: 2% of this company’s 58 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 8.4 days between the experience and publishing their negative review (62 reviews record both dates).
What their policy promises
refund window: 30 days
“All returns/exchanges must be made within 30 days of the original purchase date.”
refund window: 5-7 business days
“Returns/exchanges are typically processed within 5-7 business days of receiving the item(s) at our headquarters.”
refund window: $7
“Due to our made-to-order process, items that are returned for a refund are subject to a restocking fee of $7 that will be deducted from your refund.”
refund window: free
“Exchanges for different sizes or items of the same value are completely free.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-17.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 50 negative reviews that received a public reply, the median wait was 1.8 days — the company profile reports an average of 4 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 50 company replies to negative reviews analysed, 40% engaged with the specific problem and 46% were generic templates.
Review provenance: 173 company-invited reviews in the recent window average 4.83★, while 28 organic (uninvited) reviews average 4.68★.
70% of its 184 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: not as described makes up 48% of this company’s complaints vs a 21% median across 140 ranked companies in its sector.
Review velocity: 24 of this company’s 2,809 Trustpilot reviews (1%) were written in the last 12 months.
What are the most common complaints about Custom Patch Hats, LLC?
Not as described
28 reports · 48% of complaintssteady“i made it very clear in the numerous emails. But in the end i did not get this.”
The company replied on 2025-03-28: “Thank you for your feedback. It appears that your designer reviewed a variety of fitted Flexfit and snapback hats with you and provided detailed information on each option for your consideration.…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Turns out it was a fitted hat that was just sent as Lg-XL.”
The company replied on 2024-04-11: “Thank you for your review. We are working on a solution for your situation and we appreciate you getting in contact with your designer. The FlexFit hats are not adjustable by design and the sizing is…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“when I received the hats they were not as raised as I hoped.”
The company replied on 2024-09-26: “Thank you for the review. We offer sew out samples in order to give piece of mind with a physical product. We encourage you to reach out to your designer with any issues with your order.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Faulty product
18 reports · 31% of complaintssteady“The product doesn’t match the proof and they will not refund or remake.”
The company replied on 2026-08-17: “We’re unable to locate any current projects associated with your information. Please reach out to [email protected] so our team can look into this. Thanks!”
Our classifier read this reply as a template response.
“the quality of the hat was not what I expected.”
The company replied on 2025-03-17: “Thank you for the feedback. We're sorry to hear your hats didn't turn out as you were hoping. Please email your designer or [email protected] if you have any other concerns/questions.”
Our classifier read this reply as a template response.
“heat pressed appliqué on our bucket hats fall off within one week of wearing them outside.”
The company replied on 2024-06-13: “Thank you for your review. Your designers have been notified and should be reaching out to you soon. We hope we can get this fixed for you!”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Delivery late
7 reports · 12% of complaintssteady“I still have not received my order.”
The company replied on 2025-01-28: “Hi there- unfortunately, UPS losing the package is out of our control. We are actively working with them to get this resolved. Thanks for the feedback.”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“lead time is really far out for delivery”
The company replied on 2024-02-02: “Thank you so much for your review! We are working on getting our lead times down in the next few months! We are so glad you like your hats!”
Our classifier read this reply as a substantive response.
“However it took FOREVER!!! To recieve my order from time of purchase.”
Overcharging
5 reports · 9% of complaintssteady“you should have told me that wasn't included”
The company replied on 2025-01-23: “Love to see you liked your hats! Unfortunately, we don't have control over exchange rates, international duties, or tariffs.”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“we had to pay an extra 215$ for borders fees”
The company replied on 2024-04-18: “Thank you for your review. Unfortunately we can't control the exchange rate or the duties due at the border when shipping internationally. Despite that, we are so happy we could provide quality hats…”
Our classifier read this reply as a deflection.
“Price didn’t include shipping then I had to pay customs at another $200.”
The company replied on 2024-02-15: “Thank you for your review. With our company being based in the United States we are unable to control the cost for the items to go through customs. We calculate shipping costs before payment as shown…”
Our classifier read this reply as a deflection.
Support unhelpful
3 reports · 5% of complaintssteady“Didn’t find out there was an issue until I called 6 weeks after ordering.”
The company replied on 2025-02-26: “Thank you for your feedback, Stephen. We sincerely apologize for the oversight. Unfortunately, the issue wasn’t identified until your hats went through our QC process, at which point we immediately…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“I did not get one after noticing the first one sent to me was not what I specifically requested.”
The company replied on 2023-02-20: “Thank you for the feedback, Keith. Your designer will be reaching out to speak further about this project.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“not the best communication once you pay for the hats.”
The company replied on 2022-11-28: “Thanks for the feedback, Marcus. I'm sorry to hear you didn't receive the best communication throughout the process.”
Our classifier read this reply as a template response.
Other
3 reports · 5% of complaintssteady“Company not willing to work with making patches after a hat order”
The company replied on 2024-04-18: “Thank you for your review. Looking at the order, all the patch proofs were approved including the physical sample hats that our team sent. If you have any questions or concerns please feel free to…”
Our classifier read this reply as a deflection.
“They were too expensive for the overall hat”
“The quality is not worth the money.”
The company replied on 2022-10-06: “Hi Josh, sorry to hear we missed the mark on your order. Feel free to reach out to [email protected] so we can better understand how to improve our product or process. We are always looking…”
Our classifier read this reply as a template response.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-07.