Lids

Love this place. Went in the lady who was closing made sure I got the hat which I wanted embroidered. She went above and beyond as it was close to closing and I was on a time crunch. She pulled the gate and handed me the hat when I showed back up after the store was closed. This kind of common sense Customer Service is just not found very very often anymore.

Here is the end up front. Lids sucks.
In December I was promoted in my work place and my former team of employees bought me a super cool Raider hat as a going away present. I don’t often wear hats and admittedly am not a prime Lids customer in spite of the fact I am a virtual sports encyclopedia. (I am nearly 50-​years-​old and so my buying patterns are set and I do not really buy hats as I have 20 or so that work, [and fit,] perfectly.) The hat was a 7 ³⁄₈ and it seems I require a 7.5. So the girl who bought it for me, told me to take it to Lids and she said they would totally exchange it no questions asked as she is a big customer there. So, I did.
I went in days before Valentine’s Day and all they had in stock were these black on black Raiders caps and the employee, (who was super cool about the whole thing,) talked me out of getting the all black Raider hat and returning sometime after the holiday as they would have new stock coming in and I could then get the exact hat my team had bought me, (which I absolutely love, black, white and gray logo, on gray.) So I kept the ill fitting hat.
Now here we are in late May. I travel for my new role with my company and I have been in Toronto, Houston and Phoenix 3 – 4 times in that time span. I have been busy. Still, the hat sat in the gift bag I received it in. Finally, yesterday I made a trip to the mall with my kids just for the purpose of finally exchanging the hat. I never expected any difficulty. I approached a young guy who I thought had been the same employee who had helped me back in February and explained that I had seen him a few months ago. He informed me that was impossible as he had only been there for one month. Okay. I confused the two employees. The original employee was also Latino but perhaps a bit stockier. I am not sure. In any case this employee said it as if he caught me in a lie. He, (John Bernardino?) went on to look at the hat and said that there was sweat in the brim which there certainly was not. There was something however. I tried the ill-​fitting hat on 3 – 5 times and never kept it on my head longer than 5 seconds. So, not sweat. No way. Hair product? Perhaps.
I explained the situation to the employee again hoping he would see his way to letting me exchange this hat for the exact same hat ¼ size larger. Hew said he could not resell the cap so no, he would not do it. I asked for a Manager. he said he was an Assistant Manager but that there was a Manager in the back if I wanted her. Of course, I did.
She emerged a short time later. She listened to my story then reviewed the cap then told me exactly what the other employee had told me. I was honestly surprised. The hat had never been worn. She said it could not be resold. I believe her on that but my judgment would have been to take a loss on this one. I told her I would never shop at Lids again. (I won’t and I hope you do not either.)
I am surprised they do not have some sort of a way of removing or in some way negating the extremely light glisten in the hat’s inside brim. Most importantly though the young man I spoke to first essentially called me a liar. Perhaps that is something they ask him to do in his role as maybe Lid’s clientele tends to make up stories and try to exchange already worn hats. I don’t know. I only know nothing could have been further from the truth for me and I am almost never one to make a fuss about something like this. Hence, why I simply told the Manager I would never shop at Lids again and walked out. No scene-​no fuss. But I will never buy anyone a hat ever at Lids. More, as a Trainer of Customer Service for a large American corporation, I will tell my classes far and wide about this story, not from spite, merely as an example of how poor customer service permeates an organization and portends its future demise.

Absolutely awful customer service. The employees here, namely Mr. Ruiz and his associate, were exceptionally rude to me both on the phone and in person. I can’t help but think that perhaps racism could be the root of this problem, but I digress. I would urge you to think twice before shopping here, not just because the prices are absurd ($ 37 for a hat? no thanks) but because you’re bound to have a terribly unpleasant experience.

For as long as I’ve seen it, they seem to always have their buy one get one half off deal. Nothing special about my visit. Bought a hat and paid for it. Would be a good deal if you were to buy a second hat. Large selection to choose from. I can’t comment on their services since none was offered and I didn’t ask for it.

Has a huge selection put idk… I just dont get good vibes from this place at all

The hat selection here sucks compared to other lids… Other lids have a large collection of snapback hats and here they only have 6 at most? C’MON!

I am impartial about the service. The lady asked me whether I needed help many times. However, she kept pushing the club card on me in the end, despite my polite declining. So in the end I felt neutral.
Because I don’t feel like gel-​ing my hair in the weekends, I needed a hat. I found a great deal here in the clearance section.
$ 44.90 marked down to $ 40.00 marked down to $ 35 marked down to $ 15. Add 30% off sale made it $ 10.50. So that’s $ 11.50 after tax!
Might not be hip or whatever but I left feeling like I got a good deal.
See picture for reference.

TERRIBLE CUSTOMER SERVICE.
I recently ordered a custom cap from
. Before ordering the cap, I visited one of your stores (Santa Anita Mall) to make sure I was getting right size. The size that fit me best was a medium-​sized easy fit cap. So, that was the cap size that I ordered for the customized cap. I also ordered two medium-​sized ready-​made caps. When the caps arrived, the ready-​made caps fits perfectly (just like in the store), but, regretfully, the customized cap was a half-​size smaller. I cannot wear it for any extended period of time without getting a headache.
I was told by one of the store employees that if there were a problem, I could return any of my caps (that included the customized cap), so I called the customer service line. I explained my problem to the rep, and she was immediately dismissive, explaining to me that a customized cap could not be returned under any circumstances (which is the opposite of what I was told by one of your store employees). She told me she would «escalate» the problem, but gave me no further information as what to expect. When I made inquiries about the escalation process, she fed me vague responses, telling me that she didn’t have time to deal with my problem.
I understand completely that
would not be able to resell a customized cap. However, I think I demonstrated due diligence in the order of this cap. I went out of my way to drive to your store to make sure I was getting the correct size. I asked your employee this question, «What if, for whatever reasons, the cap arrives and it does not fit?» The employee responded, «You can return it.» What more do you expect a customer to do to make sure he is getting the right size than to go into your store and actually try a cap on?
What great loss would
have incurred by sending me a cap in the correct size? Is customer satisfaction of so little importance to this company?

This place is great. Great choices of caps. But the best part of the store is the nice and helpful employees, unlike the Glendale Galleria which has extremely rude employees.