I felt compelled to share my terrible online shopping experience as a cautionary tale for anyone expecting the famous “bespoke” service Rustler is known for. I saw countless reviews praising the in-store consultation, but ordering remotely was a complete letdown. My entire order resulted in a completely bare-bones transaction with zero personalization or follow-up. My conclusion about the experience was simply:

“Good quality, fast shipping.”

That’s all I got—no character, no consultation, and definitely not the bespoke feeling everyone else talked about. I immediately contacted customer service because I expected so much more for this price point and service reputation.

Customer: I am extremely disappointed with the hat I received. I placed a high-value custom order online, expecting the detailed consultation process your brand is famous for, but the hat feels generic and rushed.

CS Rep: I sincerely apologize that your experience did not meet the high standards we advertise. We take pride in our bespoke process. Can you clarify what went wrong with the customization follow-up for you?

Customer: There was no follow-up! No call about distressing, no selection consultation on accessories—I just received a finished product that felt standard. All I can say positively is,

“Good quality, fast shipping,”

but I paid for an experience, not just a shipment.

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Customer: So I have to send the hat back now to get the experience I should have received upfront? This is a major inconvenience.

The reason I left this review on the website is to hopefully prevent others from falling into the same trap of expecting a full bespoke experience when ordering remotely.