After reading this thread last year, I ordered a custom made cap in November, following the design of my old High School. I've got a fat head, and those variable-size hats never look good on me.
The first cap that arrived in late December was the wrong color and the name of the school (stitched across the back of the cap) was totally lopsided because the "basket" was 6.5" on one side and 6" on the other.
Although it said "no returns on custom orders", I sent it back after attempting to converse with the manager in Cooperstown. I say, "attempt" because he wasn't overly friendly about the whole thing.
Nevertheless, about a week ago, I received an entirely new cap in the correct color, with all the logos correctly in place. Unfortunately, rather than being a size 7 1/2, it's more like a 7 1/4. No worries - I recall reading on their site that there's a way to break a couple of the stitches to make it slightly larger. Better than the first one, anyway. So I emailed the manager to thank him for making it right. No response at all.
I then went to the website today to check on exactly how to break those stitches, and here's what I found:
http://www.ballcap.com/
I have to say that it wasn't really a surprise - their marketing was non-existent, the quality was sketchy, and their customer-service (such as it was) wasn't the best. Still - bummer to see any small business go under.