Glib and deceptive from start to finish, beginning with Ronia’s misrepresentations at the 2011 Seattle NW Folklife Festival in their hat booth to Garth Watrous’ (son of owners) indifferent, then impertinent response to my complaint about the “bait & switch” where the company sent the wrong size and substituted a cheaper unwanted material (suede) from what they presented in their booth (a much heavier weight, oiled, smooth leather. The hats are pretty but overpriced judging from competitor prices selling very similar/identical hats. Even at that, Trevor (the family office stooge–it’s a family bizniz, hence their chutzpah) refused to let me speak with the production manager or any of the hatters after admitting he didn’t know what weight leathers they had in stock that might satisfy the terms of my explicit invoice. He didn’t seem nearly as interested to honoring those terms as putting a favorable spin on the deceit I’d experienced at this company’s hands. Ronia (the booth sales lady) implied she would be making the hat herself, but others there said it had been quite a long time since she worked on the line. She attempted to discourage me from specifying the size hat I wore (in inches) on the invoice, but I included it anyway. Garth tried to argue the company had no way of knowing what size they were shipping other than S – XXXL, which varies drastically from one hat maker to the next and is about as imprecise as you can get. I will feel fortunate if I get my money back (almost $200 with shipping costs). If you like purchasing used cars from disreputable auto dealers, you’ll LOVE this company! The insolence was palpable, and the deception was clumsy. The XXL hat they grabbed from whatever was on the shelf when I called a couple of weeks after paying for the hat to be *made* was shipped only when I called to ask what my order status was and if they’d even started on it yet. Someone there insultingly placed a glue-on sticker saying ‘XL’ over the XXL sewn in cloth tag so it would look like ‘XXXL’ despite the tag revealing the TRUE size in inches (7-5/8 to 7-3/4). The material was inferior (suede) from what had been bargained for, and the weight/heft was dramatically less to the point I noticed it before even opening the box the substitute arrived in. DO NOT trust this company to fill your order honestly or responsibly unless you have the hat you’re purchasing in your tight little hand and it FITS! Otherwise they will screw you and act like you’re a burden/bother if you complain or insist they honor the terms of the agreement/invoice. They WILL try to make the invoice ambiguous enough you’ll have difficulty insisting on anything other than what THEY choose (when they get around to it) to give you. You won’t enjoy the hat after all that even IF (unlikely) you get what you bargained for given all the hassle and inbred family insolence. Find a hat maker who respects their customers. This family run bizniz is spoiled rotten!–no joke.