Ordered a "Lou, amapola" model advertised as genuine Montecristi fiber for €290 -- the whole point…read moreof paying that premium over their other hats is that Montecristi straw is famously foldable. Folded it once, gently, and the fiber cracked internally; the hat never regained its shape.
Contacted customer service (twice, first in Spanish, then in English, to get any response at all). Their answer: this specific model is "not foldable," a detail absent from the product description, so no refund of any kind -- full or partial. When I pointed out that foldability is the defining trait of Montecristi fiber and the reason I bought this model over cheaper alternatives, they simply repeated the policy.
So either the fiber isn't genuine Montecristi, or their product description is materially misleading. Either way, I paid a premium for a specific, well-documented quality and received a hat that broke on first normal use, then got a canned refusal blaming the material rather than the seller's own description. Avoid unless you enjoy expensive, unusable souvenirs.
