Okay, the service at Lids Stonestown was OUT OF THIS WORLD The guy who assisted me, Ian, was very charming, patient and knowledgeable. He got me the item that I had been hunting down. Honestly, I must say that the customer service has made my experience much better than expected. Ian is cute, friendly and his amazing smile made it even harder to concentrate on shopping. Out of 10, I would give this store 10 out of 10 in service and overall experience, and 12/10 in terms of their employee. read more

Selection in store is wide and quite overwhelming but as far as "custom embroidery" wasn't available as an option I get that it is a Friday night and these workers want to go home and they even told me over the phone that they would gladly do the job but when I went in person they told me a FLAT LIE! They told me that we don't do embroidery on beanies anymore and haven't for over a year now and I know what I heard over the phone. I will not return to this establishment and recommend others should do the same if you are looking for custom embroidery. Especially on beanies. I had called other lids in other parts of the city and they mentioned they will do the job! So therefore this location has lost a customer! read more

Scam & Con Artist! When purchasing I was given instruction to type my email into their iphone device so I can have my receipt emailed to me. I made 2 separate transactions and I made sure it was type in correctly BOTH TIMES. When trying to return am item, I could not find the receipt in my email. I called the store to ask if they can pull up the transaction from yesterday or look up my email. They are saying that I should have gotten it before leaving the mall, there is no way I can look it up, we cant do anything. I called customer service because the employee I talk to was 0 help, very rude, and couldn't care less. So i figure customer service could help! WRONG they were more useless than the employees. They told me I had to go in the store amd figure it out. I live in LA and they want me to go back up to this location to figure it out! Terrible! read more

Came by looking for a specific hat. Rommel was extremely helpful and kind. He let us know we were able to embroider our hats else where in the future if we wanted to. read more

The workers here are very rude. They were clearly annoyed that I asked for assistance for my elderly father to find a specific hat he wanted to get. One employee told me to go ask someone else. The other one, after I asked for help finding a hat said in a rude tone, "so what specifically do you think you need help with?" and just pointed at the wall of hats. They have a large selection of products, which is nice, but everything is a little disorganized and overpriced. It cost almost $90 for a simple hat and a t-shirt. I'll not be going back. I recommend ordering online or going somewhere else so you don't have to deal with rude people who hate their customers. read more

Compared to other LIDS store, this is by far the best one yet. LIDS are typically know for hats, but this store is more than just a hat store. They have a great selection of Jerseys, Shirts and other sports memorabilia and everything sports related. They have Giants, Niners, Warriors and even Raiders (BOOOOOO!) gears for all shapes and sizes. They also have College gears from Cal, Stanford and USC. (Why do every sporting goods store carry USC gears?) Although I do wish they have more Warriors gear and the new Hockey team in town, the San Francisco Bulls. For some reason, I kinda like that name. Gee...I wonder why? They even specialize in customizing your hats and gears. And customer service is good. The size of the store is spacious and the layout makes it an ease to shop and browse. It's definitely eye-catching and very pleasant to be inside. I don't know why that is...it's just so. Maybe because of the abundant and lovely mixture of Red & Gold and Black & Orange. These are very lovey combinations indeed. If you're looking for some Niners' and Giants' gears, head on to this location. Oh and when things go on sale, those deals are great. Trust me. I've already bought three Niner caps and 2 Giants caps. You can never have enough of these. read more

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Giving 2 stars because if i do 1 star Yelp will take it down!! Went there to buy 2 hats. One i wanted to get it customize. Dudes there offered me a lot of options. We can do this, we can outline it, we can do the player's signature, blah blah blah. Whatever i told em how i wanted it. Dude said it'll be ready in 15min. Went to walk around the mall. Came back in 20min. Dude had the hat on the desk haven't even started stating he didn't know how to outline it???? Then why would he give the the option of plenty of things they could do?? He FaceTime one of his co workers then told me to come back in 15min. Came back in 15min. Not ready. Then he told me wait another 15min. I waited there being patient. He started doing it then he messed up. At that time an hour has passed. Then he said "the machine is not working can you come back later today?" Like wtf so then i got mad because he literally wasted my time.(1hr). Then he wanted to give me the fuck up hat. So then i told him i needed a refund then he tried giving me a refund which was lower than what i paid. He didn't know how to refund me. Now i got a $85 & $73 charge on my account that i had to call the bank to report fraud. Right On Lids. PSA. DO NOT FCKING GO THERE GO TO SERRAMONTE INSTEAD. read more

Came in here yesterday Wednesday evening looking to do an exchange and ended up not doing it because of poor customer service. I wasn't expecting five star treatment or anything like that but when you are talked down upon and associates act like it's a hassle to even do this transaction (and even says it out loud), you know you're dealing with untrained hires who are rude and don't want to be there. Both associates were just hanging out by the register when I came in chit chatting. I had a gift receipt and the hats I wanted to exchange and asked what the value is and he just looked at me and said in a condescending tone "Uh the value is on the price tag on the hat." It's like, yeah I know but that doesn't always mean that's what the person paid for. And sure enough, when I gave the gift receipt, it was purchased through a BOGO sale. The male associate then started complaining about how he's getting so many returns from other stores and how much of a hassle it's going to be to do the exchange cause it was a bogo sale (spoiler alert: I worked in retail for more than 15 years, it's not a hassle. I just pay the difference). This store needs associates that actually want to be there and help people. Looks like a lot of the positive reviews came from several months ago and this store has definitely been in the decline. read more

Got a sf giant fitted embroidered and Jason helped me out. He did an awesome job and took the time to make sure it was what I wanted!

A year ago, I visited another Lids in the Bay Area. I had a cover to personalize so I asked that store if they were able to or possible. The associate was certain that my cover was going to be nice with the font and double stitching etc. When I went to pick it up, one, it was misspelled and two, the double stitched letters was so bulky it looked like it was out of focus (as if you were looking at a photo). They were able to remove the first set leaving the original set with holes and of course misspelled again. Eh, at least they tried twice. Last week, I decided to visit the Stonestown store for a third try. Like they "Shay" third time is a charm. Luckily walking into the store Shay was there. I told her my story and she was determined to achieve the goal of customer satisfaction. She knew that it would had been a challenge however after showcasing her past personalized work on hats, jackets, backpacks, gentle fabric and other materials, I knew I was in good hands. We both had to double check with each other on my cover to ensure the placement was even and to my satisfaction. Just being there for about 30mins was long enough for me to learn more of this young talented lady. Store Manager at her age, confidence and honest makes her great at what she does. Look no further if you live in the SF area and need personalized things done. Thanks again for your hard work and glad to have met you. Ask for Shay! read more

This is a good place to go to get cool hats. I go here to check out the hats and sports apparel. I tend to get the deals because I am a loyal customer and go in during the sales. The only issue I ever have is seeing the hat I want but having to special order my hat. Or, when the hat I saw online is not in store. Those are just my personal concerns. Aside from that I think most will find this place to their liking. Lots of sports gear here for the sports enthusiast. read more

Lids - Those are some sweet jerseys!! - Accessories Near Me - San Francisco, California

This weekend, I was in a bind to get my new daughter's stocking embroidered for Christmas and no one in SF or surrounding had time to help me before the holiday. David at Lids did an excellent job making this happen for me. In fact, it looks better than the other two stockings that were embroidered by Pottery Barn. Check out the photo I posted... David did the "Emberly" stocking and it's perfect. He also took sincere pride in his work which was super important to me. Thank you so much for making this happen!! read more

Lids - David at Lids did the "Emberly" stocking. The other two were done by Pottery Barn, but the craftsmenship of this actually looks better! - Accessories Near Me - San Francisco, California

Jeffrey went above and beyond to help me with my custom order and answering all my questions! Cap sizing, embroidery thread colors, picking fonts. The caps came out great!! He stayed late past closing time to finish all four hats. My husband (and my kids) will love the Father's Day gifts! Thank you for your amazing customer service!! read more

I have come here several times at different times on all days within the last couple of weeks and they are never open, what is going on with that? Plus there's a sign that says "We'll return at 11AM" yet they are never open is this location just not in business? read more

Not much to say here... Get your lids, get your lids, get your lids! So much more convenient now that I don't have to go all the way to San Mateo. And this Lids has so much more in gear, memorabilia, and gift ideas. Thanks for coming and making a great statement in SF, Lids. I'm a repeat customer for sure! read more

I've been looking for a place to customize a simple black baseball cap with my company name and website around it. I called before to ask how long would it take to customize a hat with simple text. The guy was very sweet and said if I walked in it would only take about 30 minutes. 5 Stars. I arrived, picked a hat out, and continued on with Employee #1 that helped me with the customization process. 5 Stars. He said that it should be done in about 45 minutes and that he will call me after it is completed. $55 5 Stars. I roamed Stonestone and I'm a guy. I don't do well in malls. It's not my thing, but a massage inside the Art of Reflexology across from Lids on the first floor is definitely my thing. Inexpensive 30 minute back and foot massage. 5 STARS! As I was paying and receiving the receipt for the massage I was also reading the receipt Lids gave me and I found that they misspelled my name on the receipt but I remember they had done it right on the Customization Screen. I came back to Lids just to double check. The name was right and they said the hat would be done in another 10 minutes. 5 Stars! I sat on a nearby resting couch across the Food Court. 30 minutes later. No Call. 4 Stars. I came back to Lids and Employee #1 was gone. Employee #2 said they made a mistake on the side text and would need to do it over from the beginning. "Shit, sorry man we fucked up" he said. They would need another hour to complete it. I said "no worries, it happens" and that I would come back tomorrow for the hat. I feel that if I had not came in they would have never called back. 3 Stars. I came back the next day around 5pm. Plenty of time right?.. I found 2 hats with my company name on them and the websites on the side. Employee #3 said that they had messed up again on the side stitching. They tried to make a new one and said they would have that one ready soon but this time they had the front text completely misspelled. 2 Stars Employee #3 blamed it on Employee #1. Her tone suggests that Employee #3 was the black sheep of the bunch. She said that she has another 20 hats to make today and that she would not be able to complete mine until tomorrow before they close.. Wouldn't it be easier to push back 20 customers in line by one instead of pushing an already unsatisfied customer back in line by 20!? Couldn't you fix it it the morning and not after I come in? As a small-business owner I am very disappointed. The customer is always right and first, but an already unsatisfied customer should be your absolute #1 Priority before a Yelp review is written. I kindly asked for refund. She said okay. At the cash register I asked if I could keep the Rendered Useless hats to compensate for my time and dissatisfaction. She said the hats or the refund. I took the refund. Complete lack of common sense and customer service. Immature. They were trying to be nice but the aforementioned was overwhelming. 1 Star. I walked out with my $55, extremely unsatisfied, but I made my way to a place where anyone can come in unsatisfied and out with Satisfaction Guaranteed and a brand new back and neck. The Art of Reflexology. 60 minute Full Body Massage Now that's 5 star service. Tangent and Awesome Ad Placement! www.santiagomejiaphotography.com read more

I had an excellent experience getting baseball hats embroidered. I worked with Kevin, the store manager, who was very helpful in showing me different fonts, layouts and sizes and was very patient with my indecision! The hats look fantastic - embroidery on the front and the side. It was so easy - all of it was done on a walk-in basis and the hats were completed while I waited. I also considered other vendors as well as a couple of Etsy sites, and am so glad I discovered Lids. Highly recommend! Great work at a good price! read more

I came by the day the San Francisco Giants World Series hats were to be released. I couldn't make it in at 10am so I wasn't too suprised they were sold out by noon. The store did have a few sizes available, but for the most part they were sold out. I had a few questions and the sales associate was helpful. I did have a few questions (2 or 3) and by the third one he was giving me short answers, as if I were bothering him. Nevertheless, it seems as if this Lids store has a decent selection and I'll be sure to stop by whenever I'm looking for a Giants fitted. If you're frequently buying caps, I suggest becoming a Lids member for $5 which gives you 20% off future purchases. As for my Giants Post Season and World Series hats, I got them from the Lids site with free shipping and a 30% coupon. read more

I went on Sunday to get some hats embroider. I bought my hats beforehand and with stitching it was $11.99 each. My experience went really well. Dave handled me and throughout my whole experience he always explained what he was doing and always asking me what I wanted. I've never really noticed how much goes into getting hats and other clothing embroider like the size and what doesn't look good until now. Dave really wants you to get your moneys worth which is super genuine! All in all customer service was great and I'd definitely come back! read more

2 days ago we went to this store, me and my brother to buy one of the caps from this store. One of the boys (he carried tattoos on his spleens) turned to see my brother's shoes and made fun of the other boy (he was like Asian) as he made fun of my brother's shoes that did not match the socks and the two laughed as he was carrying some adidas tennis shoes and NFL socks I find it in bad taste that I wanted to put it here since they have wonderful things wonderful caps but a staff with mediocre and disrespectful character would come back here they lack manners and level towards how please customers I would give 0 stars to this store since someone's clothes oh shoe does not mean that you are less than them read more

Decent selection, decent service, some good jerseys. They have many different hats and jerseys, including some that are more hard to find such as the Michael Jordan North Carolina Jersey. The service is good, staff will help you with anything you need. The prices are pretty average. The price on hats varies between brands and teams. read more

Tonight I went in with my friend to get some customized hats for our fraternity line. Nikko was the one to help us out and he was really nice and was super chill with everything! We were a little indecisive and hesitant about certain fonts/colors on the hat we were customizing, but he was very patient with us throughout the whole process. In the end, we had some sick line hats thanks to his input and he got them all done within an hour or so. Great customer service. Thanks again! read more

Came in to get 4 custom hats embroidered. Frank and Dave are the best! They really know how to use the embroidery machine and were super patient with my design and layout decisions and offered great input. They took great care to make sure the stitching was nice. read more

I have had good experiences with Lids before downtown, and in other places in CA, but when I came here I was disappointed. I needed to exchange some hats. Just the sizes, not the type, etc. The manager said I had to pay an extra $20, because the other hats were bought from another state. He was fairly checked out, and didn't seem to care. Not a way to treat a repeat customer who even has a Lids card. I got my refund and left...I won't be back. read more

Very very poor customer service.. I went here a few months ago to try and get a hat and was looking for a specific size and not once did anyone come to me asking me if I needed help. Their customer service was terrible. They had this one worker named Angel who was literally sitting behind his computer on his phone the entire time. If I would've stolen 4 hats nobody would have even noticed, that's how much attention they were paying. I'm not saying I'm entitled to be treated royally but customer service really helps enhance your experience at any store. Wouldn't come here again. read more

Dave, Frank and Gabe did some great embroidery on my hats. Top notch customer service and went out of their way to make sure my hats were done with a quick turnaround and did quality work. read more

My son went in to exchange a cap that was new and not worn. The lady refused to help him and said the hat was purchased at a different store so he needed to go to the San Mateo store. Poor customer service and terrible exchange policy. I don't like stores who treat young people like that. I will never shop at this store again!!!! read more

i ordered a hat from their web site, and a week or so later they emailed me that it was shipped. when i clicked on the tracking url at UPS, it just said that a label had been generated. after waiting a month (and emailing twice asking what is going on, with no reply) i called them. the rep said that they no longer have the hat i ordered, and she will refund me the amount. i asked (1) why was i sent an email saying it was shipped when it clearly was not, and (2) were they going to refund my money if i hadn't bugged them? to both questions i got an apology but no explanation. i will never order from this company again. read more

They sell all sorts of apparel at this branch unlike their Hillsdale Mall location which only specializes in hats and that is all. Also their prices for their apparel are so much more lower than that huge sporting goods chain, Dick's, which is located at the Serramonte Mall. Very poor selection at Dick's as compared with Lids too. Service at this branch is quite helpful as well. read more