Lids

Twice now, I’ve had the unfortunate experience of dealing with an unbelievably condescending manager at this location. His attitude is smug, dismissive, and frankly, unprofessional. The first incident occurred when I requested embroidery using a term associated with a military branch. Knowing trademark laws can be tricky, I did my due diligence beforehand—checking a .gov website and bringing the official guidelines on military trademark use with me. Despite this, the manager immediately and sternly declared, “Absolutely not. That’s a violation of trademark and against the law.” When I calmly asked him to review the government webpage with me, he flat-out refused. Instead of having a professional discussion, he chose to double down on his stance, making the situation unnecessarily tense. For 20 minutes, I remained patient and professional (as a parent of three, I know how to de-escalate situations), while he continued to dismiss me. Only after finally glancing at a single sentence on the webpage did he begrudgingly say, “Fine, I’ll do it.” No apology, no acknowledgment—just resistance for the sake of it. I had nearly forgotten about that frustrating ordeal until today when I returned to get a simple name—“Anderson”—embroidered on a hat. Immediately, the same manager shut me down: “No, that’s illegal. Unless it’s your name, and you’ll need to show me your ID.” That’s when I recognized him. I took a deep breath and asked, “So, you don’t embroider nicknames?” His smug response? “That’s not your nickname?” At that point, I was done. I tossed the hat on the desk and said, “Oh man, I remember you. I’m out.” As I walked out, he sneered, “Way to act like a child.” Unbelievable. I will never return—not to this location, not to any LIDS store. If this is the level of customer service they allow, they’ve permanently lost my business.

The employees here are always amazing. Every time we go through town we always make sure to stop and get a hat. We get a name embroidered on the side of it and they do really quick work! This is definitely the place to go!

Chase is the best in the biz. We started out there one day getting a hat custom-made. He did such an amazing job. We have now gone back to other times to get other items embroidery. Chase knows his stuff. He’s always very informative as to how it’s going to look. Explains what he needs to do to make it look fabulous. And boy does everything look fabulous. Going back next week to get wedding present embroidery.

Picked up a new hat. They have a nifty stitching machine that does custom embroideries. Customer service was 10 out of 10! I left with a sweet hat and will definitely be back for another should I find the need for another hat!

Went into the store to get more hats embroidered. They lost the file that I paid them to create for me. Woman is the store was not helpful. In the past Andrew the manager was awesome, helpful and always made things happen. Now store employees are not of the same caliber. I am waiting on customer service to help me. I will add another review based on the service I receive. If you are a new hat buyer.... beware, make them give you the file after you pay for it. Then you can get hats made of you bring your own file. Very unhappy!