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June 2023 by Alisha J.
This place is a joke. Don't ever open on time, people who work there also don't want you shopping and inconveniencing them
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March 2023 by Leilani Y.
My husband did not receive any help from the sales rep at all. So my husband had to try on every single hat just to find his hat just to find the right size instead of directing him to what size. Smh. They need to train their employees about customer service and knowledge about their merchandise.
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January 2023 by Lei A.
Wonder where the popolo guy or Asian guys that I would always see are. Haven't been here a while so I decided to get me couple hats embroidered since I'm starting work. Sales rep needs more training because I was standing there waiting for acknowledgment while she just twiddled her hands with her pen looking at the same paper over and over and staring into space. So I decided to go Aiea, since waiting 30min for someone who supposedly work there that doesn't help doesn't waste my time. Aiea took 15min for ringing me up with all 4 hats and customization and gave me a heads up when to come check back. More then the sales rep did at Kapolei.
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December 2022 by Epifania P.
Terrible customer service. Went there last week Saturday around 3pm to buy hats and customize it. They say it'll take 40min for it to be done. I came back and it wasn't done. They said they'll call me when it's ready. It was 7pm already and I kept calling bc no one called. I went there at 8:30 before closing. The girl that was customizing hats did not finish one of my hats and was very rude about it! And did not offer to finish it and brushed us off! Would no recommend going here again
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October 2022 by Natasha Bishop
It's 1116 store is suppose to be open at 11. Where is the workers. What a trip.
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August 2022 by John M.
Sales rep. Was very rude and unprofessional. I had a hat stitched with their machine and when I took a closer look at the font it was printed wrong. Zoe the manager was very rude and unprofessional. Telling me "why I never told the tech the day before it was wrong". I clearly told her when I got to work and noticed it printed wrong I tried to call the shop numerous times. Comes to find out the shops phone has been broken for a while now. I asked if she could just redo a hat? She said no I'm not going to. Without even looking into what went wrong. I went to a different lids and they were much more helpful and when I told them what happen they were like wow .
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June 2022 by Tyler D.
The associates went out of their way to help me find the right additions I wanted to my hat and helped me pick the right colors and stitching. Very polite and high quality work
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June 2022 by Chasilyn C.
What time do you guys really open? The entire mall is open and they are closed. No sign on when it will be opening?!
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February 2022 by Chelsie K.
I came here to get two custom hats. Noel helped and did the hats for me. He's very friendly and has really good customer service. I hate that I have to walk all the way into the mall to get to the location. But 5 stars still because of Noel's customer service. My baby was with me and I had a stroller. As soon as I walked through the door he came and opened it for me to come in. I love that! That's rare that people do that now days. Thank you for the excellent customer service Noel!
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October 2021 by Eric Banaticla
Called multiple times around 10:30am-11:30am no answer..does anyone work there? Just simple question if you guys still do embroidery and what type of file do you need.. gif. Pdf..etc..
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September 2021 by Devin P.
One of the worst customer service in the entire Kamakana alii mall. Female worker was on her phone the whole time and did not acknowledge or say one word the whole time I was there. Please work with your employees, just lost a customer today :(
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August 2021 by Oz
I really like this place and I would have given it five stars if not for my big head. My only complaint is because I wear a size 8 hat and I could not find any hats to fit me .I wanted to get some embroidery on the hat and there was young lady named Zoe who works there, who was very knowledgeable about the hats and she showed me all the different fonts and styles of embroidery. She told me to return in 1 hour and when I did the hat was ready and beautifully embroidered. She was very polite and made my visit to Lids in Kapolei a pleasant one.
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October 2020 by Cassius Green
Amazing experience. Staff helped me find a hat perfect for my head, the hat is high quality and has lasted me a solid year. The workers were extremely helpful and respectful, I plan on returning if service is always this good.
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October 2020 by Kai K.
I think I experienced what cops experience every day, meaning the hate that ignorant fools feels against cops. I went to LIDS Kapolei yesterday. I walked in and let the guy know I was there to pick up a hat. (I ordered a custom hat for a dear friend of mine with the wording, "BACK DA BLUE" on the left side and "HAWAI'I" on the right side. The Hawaiian islands in front and my friend's name in the back arch. I spent almost an hour with another sales guy on Sunday, tweeking up the standard custom options. No other customer came in so we had the time to do a custom job perfectly.) Anyways, this other guy yesterday put the hat right in my face as I'm looking down into my fanny pack for my receipt. So I backed up a little and said, "wow yeah thats it." I mean this guy maybe early 30s had some kind of issue going on from the jump. So I checked the lettering but both sides were crooked so I mentioned it to the guy. The guy came back saying, "That's how it's done. Look, you gotta put it on your head that's when its gonna be straight." I mean he was agressive and defensive. So I told him if it looked crooked on the hat it was going to look crooked regardless and I had many custom jobs done for my son and the dad, it was always straight. All of a sudden he yanked the hat out of my hands and goes behind the counter. I asked him what he was doing, he snapped back at me saying, "You want your money I'm giving you your money back!" So I told him, "Wait hold on I never asked for my money back, you can see the lettering is off but I said it nicely yet you are acting so defensive. I need a hat not my money back I have somewhere to go at 5 (it was already 3) I need my hat. I spent almost an hour with the other guy and I paid allot for the custom work. I dont have time to find another gift. So you're taking the hat back?" He came back saying, "That's your problem". Wow I mean this guy was completey whacked, he had a chip on his shoulder and so defensive just so agrresive. So I told him, "What is wrong with you, why are you being so irrational and mean?" He then says "you want your money back I'm giving it to you!" So I proceed to tell him, "I never asked for my money back, all I said was the lettering was crooked, nicely, but you yanked it out my hand and you are acting so irrational." He then proceeded to make up things about what I said and acted so I asked him to repeat exactly what I said and did. He couldnt say anything bcuz he was lying. He picked up the phone acting like he was calling security so I called HPD. So he started saying, "Really?" so I said, "Yeah really! I've been nice to you but all you did was harass me and acting out of control and so irrational. You are so angry and hostile!"HPD came quickly, even the 911 operator could hear the guy heckling me in the background so she asked who was laughing. HPD came within 10 mins but of course the guy told them a warped version yet I just stuck to the truth. I told the 3 HPD officers I wonder if he saw the wording "BACK DA BLUE" so he just hated on me from the jump. One of the cops said yeah and that he had a big attitude problem and changed his story how many times. Smh the world is coming to a very bad place.
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December 2019 by Alejandra Castrejon
Horrible service. Was not even greeted so I thought no one was there. The “Sales Rep” had a muscle shirt on, sitting all the way back in a storage room and didn’t even ask if I needed help. In no way or form was he even 1% professional. I approached him to ask him a question and all he said was “wassup” I felt extremely uncomfortable because he had a mugging look in his face so I decided to leave since I knew he wasn’t interested in helping me. Customer service is the key to a successful business and they seemed to not have either since the store was empty on Holiday season.
