Panama Hat Mall Reviews 356

I ordered a hat for my husband on 19th May 2022 to be delivered to London and after 6 weeks I still haven't received it. My Emails remain unanswered, no one seems to care about customers. I even thought the homepage was a scam. I now started a complaint online to get my money back, not much hope to get anything from them. Do not buy from this company! Terrible customer service and you just do not get what you order!!!!

Their customer service is far from desirable. I ordered a hat for my husband for Father's day. The hat I received looked different than the pictures. Needless, I asked to return it for a refund, since he did not like it. The hat was returned it perfect condition and they will not issue a refund. Only a credit for their misrepresented pictures. They only changed their mind on the refund after I told them I was giving them a bad review.

i LOVE my Gamboa white Panama Hat - it is so well made, so light, and looks great on. The sizing is perfect. I have recommended it to others who have commented about how good it looks on me :) I don't do FB or IG or any other social media, but i wanted to let you know that I love my purchase from you. 100 out of 100 stars to the person who made the hat for me. Thank you

Edited review June 8.
The hat is of excellent quality and as described. Size was spot on and arrived in good condition. I maintain that communication with customers on the website and by email needs work so customers don't get frustrated. When tracking my order it was "in warehouse" for 2 weeks. Seeking clarification on this was moderately more clear. I think "in warehouse" actually means the hat is being made. Perhaps website language could be more clear as "in warehouse" to me means it is ready to go.
The website says that premium hats may have a "slight delay in shipping". This is too vague and it took about 3 weeks from ordering to shipping for my premium hat. That, to me, is more than slight delay. Perhaps changing the language to "premium hats are made to order and may take a couple/ few weeks before being shipped" will help customers have a clearer expectation on timelines reducing friction with customers.

My hat finally arrived after spending 1 month in the Fedex warehouse in Mexico. The reason is not clear, Fedex was totally not helpful providing information. After several requests, they asked for my evidence of payment, and 10 days later I got the shipment. Panama Hat Mall customer care was also not helpful. I suspect that sending the goods as a sample with 10 US$ value only generates questions with customs. Very bad experience, last time I buy something.

UPDATE: there was a serious misunderstanding, and thru a series of errors, mostly on MY part, this escalated unnecessarily.
PANAMA HAT MALL reached out, offered an amicable solution, and with very little effort, agreed to an exchange for a dark brown hat!
I've changed my rating from a one-star to a five-star, and highly recommend their reasonably priced Panama's and high-quality products (whatever color you might choose)!

Final Update May 2022

Returned from holiday to find replacement had arrived …..
Teriffic service and quality product … highly recommended thank you .. might buy another hat for my wife🤭 ...

Update - ref below, amazingly I had a same day response from the company in Ecuador apologising for the faulty goods and advising they will send a replacement ... tracking details to follow ...
Great Service .... I will await the replacement.
*************
This is a running review.
I ordered a Gambler 58" panama hat 7th April and it arrived here in England today 19th April from Ecuador, which is an excellent turnaround. The hat is beautiful quality but unfortunately either unfinished or damaged on the front brim where there is noticable frayed cut off. I ordered a size 58, comparable with all my other hats, but the PANAMA HAT MALL 58 Hat seems over generously sized ... more like 59 or above. I have today immediately emailed photographs of the hat and requested a replacement ... let's see what happens .... watch this space .....

My only complaint would be a lack of thorough communication, but the finished product is absolutely brilliant. The quality of this hat is superb! It looks fantastic, and fits perfectly.

Decided I wanted a hat for my holidays that I could put in the suitcase. A Panama hat appeared to be the choice as you can roll it up for short periods of time. However, it’s not that clear on the website although it does list Roll Up versions and does does allude to others being packed. OK I ordered a fedora and it was delivered as advised, very good quality, nice appearance. Decided not to fold it and carried it in a carrier. Looks very good on.

I purchases on 2/02/2022 a hat online at panamahatmall.com and I have inquired several times (via email to them requesting and update on my order).
No replies have been received addressing my inquiry. The US phone numbers provided are useless.

This company does not honor their return/exchange policy. I ordered an XL hat for my father. His head size is 24.25". The hat I ordered was 24.375". When my father tried the hat on, it was too small. I reached out to customer service to return the hat, but the toll free number was disconnected. I had to submit the return/exchange form twice to get a response. The representative's response was the following:

"In the site, we have our size chart, when you accept all our cookies and when you accept the order you are accepting our termns and conditions as well, in this case as we told you before we can only offer you 40% discount on a new order, in case you need a customized size in XXL or 64 cm we can only make them in this model "

The company fails to acknowledge that their XL size is not 24.375". After we received the too small hat, we even remeasured my father's head and it was still 24.25". The company is advertising incorrect sizing and refuses to process a return or exchange for the defective product I received. Why would I buy a second hat from this company when the first wasn't sized correctly?

I do not recommend Panama Hall Mall.

EDIT: This is a response to Panama Hat Mall's response on January 28th.

I have received no follow-up with customer service regarding a new hat. PHM's reply is misleading. No tracking number has been sent, no new hat has been received. It's been two weeks since their reply. Readers, please be wary of responses from this company that claim any sort of recourse or compensation. This is not a trustworthy company.

EDIT: Final update. I have received the new hat from Panama Hat Mall and they allowed me to return the first hat. The new hat is their largest size, and it DID end up fitting my father's head! He loves the hat and I am satisfied with the resolution to this issue. I have adjusted the review from one to three stars to reflect my experience.

The hat I bought had a blue detail in the brim and a blue ribbon, and also a specific straw weaving, according to the photo in the site. It arrived with black detais instead of blue and another weaving pattern, uglier than the photo. I complained, but panamahatmall just said I got the right product, though I sent photos comparing the advertised hat and the arrival. The maximum they could do, was give a discount ticket for the next purchase. Panamahatmall never more.

Waste of money, the hat feels like its make of plastic, have been wearing panama hats for 30 years, knew it was a bad idea buying a hat online, but wanted one in a color other than white. No instructions on how to return it either. These are more like costume hats, for anyone looking for a novelty, not for real hat wearers.

I have been a client of Panamahat for 3 years now, and I am very pleased.
In my last purchase, there was s slight problem, Panama hat solved the problem immediately to my satisfaction.
I shall definitely continue buying their beautiful hats.
Avner Stemmer, Israel

Exactly like described! Quick delivery!

I ordered a hat for my friend’s birthday celebration. I knew it would be a tight delivery because I had one week. Panama Hat came through with a day to spare. Wonderful service. I liked the hat so much that I'll be ordering one for myself.

My husband loves his hat! I am very impressed with the craftsmanship. Fit perfectly and looks great.

I was a little concerned buying from an independent dealer outside of the US, but the transaction was wonderful! I bought two hats - both fit great, arrived quickly and as described. I got better prices than anywhere here locally, and a higher quality product. Will definitely purchase from Panama Hat Mall again.

Love the hats, excellent customer service, thank you!!

Very nice hat, shame that we haven’t had any decent weather in the uk since purchasing to wear it yet 🙁🙁