My mother and I went to Donohues to purchase my father an Akubra. We purchased the Akubra box as suggested by the lady that sold the hat to us, and followed her instructions precisely to avoid the hat going out of shape. The box was marked on top so we knew which way to store it, once again as per the instructions. The hat was purchased, then came out of the box only twice - firstly when we got home to look at it, secondly when my dad tried it on. When we realised it didn't fit it was put straight back in the box and stored correctly, as per the instructions. My parents went into their store today to switch the hat for a different size and was met with an arrogant and abrupt lady that refused to switch it as it was "not cared for" and "out of shape". The lady just shrugged her shoulders and that was that.
I'm unsure what else we could've done as we followed all instructions precisely.
I was going to get my husband an Akubra for Christmas but it will be from anywhere but Donohues.