Business ProfileforPanama Hat Company of the Pacific, Inc. (The)

This guys has an attitude problem. He may be good at what he does but the way he treats his customers is appalling. This was my last email to him after talking to him about my $1000 Travel montecristi order. I asked a simple question about whether the hat would like nicer with a small curl in the back. He blew up at me and sarcastically asked if I looked at his website at all and that I didn't know what I was asking and yada yada yada. I asked why he was so angry and he started arguing . Can you believe that? A simple conversation gone awry within a minute. My email to him: Sir,It is unfortunate that my experience has come to this. I was so excited for my hat to be made but you made it unpleasant. A simple harmless question taken out of context and blown out of proportion in an annoyed manner. Was that really necessary? The way you have treated me is appalling sir. **** happened to your human kindness? Please return my money immediately. I will be mailing your bands back as soon as possible.

Regarding the complaint of *******************************, aka *********************:


I have been in business for 35 years, a member of Better Business Bureau for 21 years, with an A+ rating. 

**************** has a 2.3 rating by healthgrades.com. 63% of his patients gave him 1 star, the lowest possible rating. Not exactly an A+. 

In response to the survey statement, I felt respected, 0 patients agreed. And now he is disrespecting me, publicly.

I have clients in *************************************************************** my little niche. (You will recognize the names of many of my clients  ***************************************************************************************************;) 

The complainant placed an order, with no size entered. Fine. I mailed him a tape measure. Based on his head measurement, I sent 5 leather sweatbands, sized in 1/8-inch increments, to try on and choose his best custom fit. 

In two weeks, he sent 16 emails, some of which were duplicates. He also sent 16 photos of him having his head measured and of him trying on size test bands. I cannot know how something fits another person, not even in a photo. I cant know if the fit is snug, tight, or a little loose. Most clients just ry on the bands and choose the one that fits the best.

When he could not decide between the 23 and the 23 1/8 size test bands, I offered to size his hat to 23 1/16 inches. (Standard US hat sizes are 3/8 of an inch from one to another.)

He had chosen his style. He had confirmed his size. So, I then spent several hours choosing a hat to block for him and beginning the blocking process.

The following day he called to ask about changing the style he had ordered. 

After having spent hours and hours helping him figure out the size of his own head (hes a neurologist), and having already invested a couple more hours in choosing a hat and beginning the real work, I readily admit my tone of voice probably was not enthusiastic and cheerful about changing the style, which is what his simple question was. a small curl at the back is a totally different style and would require choosing a different hat and starting over. But I did not blow up at him. His complaint is inaccurate and malicious. 

I am more than willing to share the entire body of emails between us. I invite you to ****** me (Brent Black and Brent Black Panama Hats). I also invite you to ****** ***************************, aka *********************. He is a physician in **********, **

Heres a sampling of what I read:

read me the wrong test results
abrupt with me, lacked patience
I cannot emphasize enough that you should not go to this doctor
I would recommend not going to *********
BEWARE! That review details what could have been a fatal result of his careless mistake. A good thing about making hats is that no one dies if I s**** up. 
his skills are awful, his personality is arrogant
I would not recommend ************************* and his delightful staff to anyone!!
The doctor was rude

There are dozens and dozens along those lines. Incompetent, rude, and arrogant appear to be the general themes. 

Yes, there are a few favorable reviews, but 63% of his patients 63% gave him 1 star. 1 star! A 1-star physician whose reviews have recurring themes of rude and arrogant gives me my first-ever negative review. 

I make the finest Montecristi Panama hats in the world. Ask anyone who has one. 

I also encourage you to review how I treat the weavers I work with and my tiny foundations ongoing projects to save this endangered art.

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Ive worked hard for 35 years to build a spotless reputation. Today, I was attacked by a 1-star physician whose order I canceled when he became more and more unpleasant on the phone. It was not worth the $1000 hat price to have to continue to deal with him. Every ***** of his order will be refunded.

Is there a website where I can warn other artists and merchants about this guy?

Thank you very much for reading.

B. Brent Black