Lids was founded in 1995 in Zionsville, Indiana. The company operates a chain of hat and sports apparel stores, as well as an eCommerce site.
The company sold more than 6,000 hats alone during their first 5 years of business. The majority of items sold are sports or sport team hats, however, other brands are also available, including Columbia, Nike, and Hurley. In addition to hats, the company offers pennants, jewelry, bumper stickers, storage systems for hats, and Nike footwear.
Lids also goes by the name of Hat World. Hat World and Lids were acquired in April of 2004 by Genesco, Inc. Lids and Hat World have more than 1,130 locations, mainly in malls, airports, and factory outlet stores. Most locations offer embroidery and custom designs.
Went in the fort smith lids and had a problem with the embroidery i had done asked to speak to store manager the crew was lovely young man told me give him just a sec to get the manager went out his way to try and call the manager back the young man finally got the manager on the phone got off his phone and politely told me the manager was on his way back i could tell that the young man was worked and upset that he had just had to clear a full store plus what was lined out the door well once the manager got there the young man got quite and i begin to deal with the manager i asked if there was anyway to fix it or even refund he begin to irritated because of me asking to fix what he had messed up he then told me that i could take it or leave it and either way he was going to make a his paycheck i also were trying to be cautious so i tried to keep little distances between us due to covid he asked me if i wanted to step little closer i told him no i would rather keep a good space counting he was the only one in the store without a mask if you have a complain line would appreciate it if you go to the lids in fort smith i would avoid dealing with the manager because he will not take you seriously and does not care about your belief or the safety of you or love ones i do not fill like he should not be able to keep his manager spot he has no care for the customers product rather it be needs or a mess up he grows very angry and not even just to me ive walked by and him have his daughter in the store yelling and putting his hands on her ive seen him try to fight customers before and blame it on them up till the holidays ive been able to avoid or deal with one of the other sales associate or assistant managers this an outrageous how hes allowed to get away with messing up customers product and talk to customers the way he does i buy ccps for my sons baseball team but i will stop my services with lids if something is not done
Yes I had the same problem today at the Palm Desert, ca location.
My son got a cap for Christmas, he doesn’t like wearing caps, he has a gift receipt to get a refund and the manager tells us that we need the original credit card to get the refund. That’s is the most ridiculous thing I’ve heard. What am i supposed to do, go ask my brother in law for his credit card? Seriously the worst customer service at the Lids store, located at the Plaza mall in Mcallen Tx.
The store that is in the Jefferson Mall in Louisville Kentucky is a joke the guy was quick to take my money lied to me twice about sending it up to corporate to have my image digitized and then sent back now he’s refusing to give me a number of anyone higher up from him so I can speak with them to find out what the problem is he just don’t want to get caught in a lie from his Superior because they’ll call up corporate and find out who he talked to if he even called up there and talked to anyone
There is lowballing for custom work here. Provides one price then when work begins tells another worker to double price into cash register on the spot. Putting customer in an uneasy situation given work began.This is unprofessional customer service and corporate should review their co-managers or regional reps given they have no courtesy at all. Besides they are over priced and understandable their jobs are temporary not career driven but no excuse to belittle customers that want custom work done at a agreed upon price not charge up the a** once work begins.
Hello I am trying to meet someone that can help because we have yet to find any my fiance works for lids in eastgate he has yet to be paid his second check. Here it is christmas and we cant buy our children presents due to this happening. The card that was provided to him has not worked so he was given another one and was told his check would be put on it but its been over a week now and there is still no money if someone could contact us to help us that would be appreciated thank you!
Hello,
I hope corporate management and the appropriate department read these comments.
I bought a baseball cap at one of your stores at the SF International Airport. It was to be a gift, and I was concerned that it wouldn’t fit or liked by the person who would receive it.
That is what happened; I needed to return for a refund or credit on my credit card, or exchange the item. I kept the receipt and called directly to the store in San Francisco how I could do this, as I was 1,200 miles away. I was told I could go to any Lids store for a full refund/credit with the receipt within 30 days of purchase, or if after 30 days, exchange the item for the same price paid.
I went to my local Lids store in Aurora, CO and was told they would not honor the return, and I would have to go back to the store where I originally purchased.
Ridiculous!
I called Lids Customer Service telephone number and they said they couldn’t help me either, as I did not make the purchase online.
My request: CORPORATE MANAGEMENT NEEDS TO FIX THE RETURN POLICY AND ALLOW A CUSTOMER TO RETURN, EXCHANGE AN ITEM AT ANY STORE (MAINTAIN THE PORTION OF POLICY OF SHOWING THE RECEIPT, WITHIN 30 DAYS), WHETHER OR NOT THE PRODUCT WAS PURCHASED AT A PHYSICAL STORE OR ONLINE.
Please address your in-store customer sales associates to be more customer service friendly and implement more training to assist customers, as I didn’t feel the staff at my local store in Aurora, CO were interested in resolving my issue.
Thank you for your time. I hope you will reply or respond to me.
Barton Wong
Aurora, CO 80012
303-671-XXXX
bqwong@ comcast.net
You have 3 stores in The Parks Mall in Arlington, TX. Two sell hats only, the other sells hats and other merchandise.
The hats only stores are poorly run. They open late and have employees who don’t seem to care at all. The other store is WONDERFUL.
JUST WANTED TO SHARE MY EXPERIENCE TODAY as I was attempting to but 4 hats.
Sincerely,
Kurt Dykema
Hi, My name is Jimmy from the G&S Fight Supply co. in NY and I wanted to know if you do wholesale type of production for me to give a bulk purchase of custom new era caps with the G&S logo on them. If something like this is possible , what would my next step be ? G&S has been around in the boxing game since 1937 and no cap companies seem to be in this space. we have a long history of all the greats wearing our gear and we want to produce a high end ball cap with our logo on it like a new era cap. Look forward with excitement to hearing back at your earliest opportunity to see if we could get something like this off the ground. NOBODY is covering the fight space no less with a vast history as ours !! Thank you very much for taking the time to read this
Jimmy
Hey Jimmy,
I work with a direct sales office for Bretmor Headwear located in VA. If you need a quote on some excellent quality wholesale custom made caps, check out our website at bretmor.com & send us an email or give us a call!
thanks!
Hello,
I have been shopping at Lids for years now and ive never had a problem until today . I got 3 emails from Lids saying that I had rewards dollars . two off the emails were for 10 bucks off and one for 20 bucks off. I called around to look for the hat that I wanted and found it at store far from my house . I asked if they could hold that hat and if they could check my rewards dollars before I drove an hour and half in traffic , the lady said no they couldn’t check because it was my personal info . but if I got that email saying I had 20 rewards then it should be good. I get there and of course they don’t have any record of this..I got a new phone so I couldn’t check my email from my phone . they said I had to go home and get that email . I asked to speak to coorparte or maybe someone else that could help me before driving an hour and half back home . the guy game me the number and told me I had to make the call outside of his store . I called and they could care less over the phone saying that they merged with another company and they can’t check my rewards . I drove all the way home and checked my email and sure enough its there . I called the number that was listed there. Tashane told me that she could see the 20 bucks on there and I could go into a store and use it at any time . Then after a while she back peddled and said it still hasn’t hit my rewards and that I needed too wait a month . but I explaned to her that the rewards had an experation date of 5/25/19 , she transferred me to a supervisor . I explained all that I had been put thru and she could care less.Janessa said there is no rewards and she didn’t care about what I went thru… so not only did I spend 5 hours of my day dealing with this , I have no hat or a reward . Its bad business and I hope this doesn’t happen to anyone else .
I purchased 6 hats at a lids store at the Polo Park mall in Winnipeg Manitoba, when I returned home 9 hours away I realized my sons hat was missing the button on the top and has a small hole. I have attempted to contact the number on the website however was told I could only use them for online orders and would have to contact the store. I then call the store and the person who answered stated he is the manager and he couldn’t do anything for me as it would have to be returned to store. I explained I live 9 hours away and do not have a lids in my city. He went on to say there are two lids stores in Saskatchewan and I could return it to one of them. I informed him I would not be driving an hour and a half to the nearest store to exchange a hat. He continued to say he couldn’t do anything for me. I called the lids number again asking for contact information and was provided a number which is not in service. After purchasing 6 hats and spending nearly 200 dollars I do not believe it should be this much trouble to get a hat that is not damaged sent to me.
This morning April 7 2019 i woke up earlier than usual to purchase 4 caps at Lids in Brea Mall in Brea California..I made sure i arrived their before opening to insure i was the 1st customer as i had wanted to get my companies name as well as 4 employees name embroidered on the caps i picked out..The girl who helped me assured me it would not take any longer than 1 hour to complete..After 1 hour of walking around the mall to kill time along with my 12 year old son i returned only to see this girl still working on getting the company name on the 1st of 4 caps..We walked around for another hour and returned only to find her embroidering another customers 3 hats..I ask her why i wasnt priority over this customer and she said she had 2 more caps of mine to work on ..I checked and in fact she only did the name of my company on 1 cap with 3 more to go, also not even putting the name on the back as i requested and already paid for..My plan was not to spend the day at the mall but to be at home with my family on Sunday..She didnt seem to concerned about me having to wait..As i stated i arrived at Lids 20 minutes before they opened to insure i was in and out as quickly as possible..She had no excuse for putting someone elses order ahead of mine..I demanded my 123.00 back and left..I know this sounds petty and im not one to complain and im a very patient person..But to waste my time and gas driving to lids struck a nerve with me..I was nothing but kind to this girl..But wanted to spend time with my family on Sunday, not at Lids waiting for over 2 hours for an easy order to fillI. I dont know if i will ever go back to Lids after this experience..
I was very unhappy to learn that when I went into the Lid in Dover, Delaware on yesterday that the nice gentleman Cortez was fired, he was a very nice salesman, because of a co-worker by the name of Marlon told us that he was going to get that young man fired because he was getting ready to get a promotion, he also told us that he had gotten another employee fired from their as well, until they get Cortez back we the college student will never buy from Lid again, actually Cortez would go beyond his job description to make us comfortable, where you would be coming to purchase one hat but usually leave with (2) he was a super sale guy, Lids is definitely take a loss, this young man job should be given back with his promise promotion, Marlon needs to be fired, you just don’t do things like that, but what is worse is how would Lids take another employee word when they isn’t any proof, we the community of Dover will continue to complaint until Cortez is return, what needs to happen is that store manager and distance manager need their job to be replace as well, we enjoy Cortez style of selling, if Marlon is working we never go into that store that dude is weird and you feel very uncomfortable, Marlon set that young sale guy up, all because he’s a better salesman, that young man has a radio station he could have use Lid in his commercials, he was a great accent to the store, Marlon was telling ppl that’s what he was going to do, that’s so wrong on so many levels. Cortez also work for JC Penny, he definitely has a bright future ahead of his self, LIDS IF CORTEZ ISN’T RETURN SOON AND WITH AN APOLOGY, we’ll purchase our hats from JC Penny at his other job, just so unfair how mean, jealous people are now a days..
I went to the Lids in First Colony Mall in Sugar Land , TX, and my experience could of gone much better. As the store is empty you would think the employees will do there best to make you feel at least comfortable. It went so far till that it brought me to complain on this site. I was charged more for a hat, and how that happened was beyond me at the moment. When I reached home and notice that my bill was not discounted for being an access pass member the i realized when she was entering my access pass she also canceled it while ringing up the hat and giving me the total when it was time to pay. This store location use to be good, and the employees that use to work there where into there jobs, but i guess it was a different story with this one who seems either frustrated in doing work or actually attempting to do work. I would of been much pleased with a don’t worry see what else you’ll like rather than trying to force an item on a customer ( me ). I came there to pick up my order being shipped or paid from Lids.com and noticed one of my hats where stained, she offered to clean it, and I said I am fine ill just return it or get another one. She still insisted while manhandling the hat, which of course after a customer sees a hat being crushed in the palm of another person they would not want that hat, so that is exactly how i felt. She even slightly squeezed and try to bend the cap i was buying when she handed it to me….WOW…what an experience. I wonder when Ramsay will start fixing up shops like these and teach these employees , that one customer or person can make a difference, I buy hats every other week from Lids and not just one I’m talking bout 4 to 5 this time i orders around 7 and always ordering custom hats, Thats money for LIDS, but from this experience it might be my last Lids purchase and also i may have to return all the rest of the items ill be getting just because of how uncomfortable i feel now about that store getting my order….SAD
I went to my local Lids store to purchase two caps. They didn’t have either in stock at the store, so I said I’d like to order them. I was told to do it at home on my computer and have it sent to the store so I won’t be charged shipping. This makes so much sense. So if they order them and have the two caps sent to the store for me to pick up, I will be charged shipping, but I do the same order myself and have it shipped to the store it won’t. Brilliant.
So I go back home and try to order them, but I forgot my password because I hadn’t ordered online from Lids for just over a year. I click on the change password link, enter my email address, and wait. An hour later, it still hasn’t appeared, so I go through the process again. I finally get sent a link to change my password. I try 10 different passwords that have absolutely nothing to do with sports, cities, players, teams, my name, use caps and special symbols and everyone comes up as weak. I go ahead anyway and click on change password. A dropdown screen appears and I get a message that the link I am using, the one sent to me from Lids, is no good. Priceless. So apparently the business model for Lids is to try their hardest to not let you purchase from them.
I go and click on contact us, and send an email explaining what was going on, and I get a message saying that I will get a response within 48 hours. As of this post it has been 64 hours without a response. I’ve got to hand it to you. You’ve managed to remove the customer portion from customer service.
There is a manager that works in the Potomac mill store that is so rude and disrespectful to his employees, he also pressures you as a customer to buy a hat even when I tell him three to four times that I don’t want a hat or want embroidery but yet he keeps asking and asking pressuring me, with your company. I will not shop in the store if he’s working and will tell all of my family and friends do not shop there. All other employees are awesome , they take care of me with a smile on there faces, and they always make me laugh….
To whom it may concern I have been purchasing hats from Lids for years now I own many hats and have never had any issues with any of my hats so last Mon. 6/12/17 I brought my hat into the willow brook Houston Texas store that I purchased online that didn’t fit my head correctly it was the fathers day edition Astros hat it was brand new never worn but I was told that this hat was sold out every where and couldn’t be purchased at my correct size and that I could exchange it for another hat so I was ok with that and I exchanged it for a all star Astros hat Wed 6/14 when I got ready to wear the hat I peeled off the stickers as I always do to my hats and noticed that the top button was missing on the hat so I put the stickers back on the hat and brought it back to the store which I do have the receipt but failed to bring it with me but was treated by the assist. manager as I was trying to fabricate that the hat was defective which the hat is still brand new so I have the receipt and bag with me now and I’m told that I have to wait until Sat 6/24 to the manager John comes in to work to see if he can exchange the defective hat we did call John Wed 6/14 to try to resolve this matter being he was the one that helped me Mon. so he remembered the exchange and he mentioned at that time to his assist. that he put them hats out and didn’t recall any of them defective but nobody’s perfect I didn’t even notice it upon purchasing the hat I’m not looking for a different style hat or refund I just want a hat that is not defective and continue to do good business with Lids as I have a lot invested in my hats.
Thank you
Frank Martinez
Hello, let me just say I shop at lids aurora mall frequently for my husband and four boys and never have I had a problem until today. The so called manager Nick is rude and very disrespectful. I bought a hat for my husband on 5/13/17, when he tried the hat on it was a little snug, I did not have time to go back and exchange the hat until today with a receipt I went to exchange it. Nick who seem to have an attitude from the beginning looked at the hat ( never been worn just tried on) threw it on the counter and said I can’t do anything with this s**t , where is the stickers? First of all the cursing in front of my 5 and 8 year old was unexceptable second the sticker my husband took off so it didn’t leave a print. I do not appreciate this type of behavior from anyone and this Nick guy could have handled things differently. I do not want anything free and would not try and return/ exchange anything that has been worn so that was a slap in the face. The hat was never worn just missing the sticker and the receipt says can return within 30 days with a receipt. I can send pictures if needed to show it has not been worn. This man after throwing the hat on the counter just walks off like that is okay. He needs an attitude adjustment, he should not be treating customers this way.
I’m an employee at lids and wanted to contact human resource . It involved being harass at work and really need to talk to someone , Thank you