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.

CS Rep: I completely understand your frustration, and that is unacceptable for a custom piece. I see the order notes. We can schedule a video consultation right now to discuss distressing and detailing, and we will send you a pre-paid label to return the hat so we can complete the finishing details at no extra cost to you.

Customer: So I have to send the hat back now to get the experience I should have received upfront? If you have any inquiries pertaining to the place and how to use www.wholecustomdesign.com, you can get hold of us at our own internet site. 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.