Halloween Costumes.com

Hello!Our return address is:Attn: Returns [redacted] ***North Mankato MN 56003Let me know if we can assist you any more!

Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ The customer contacted us on 10/21/regarding his Back to the Future II Light Up Shoes malfunctioning Normally this would be a quick and easy fix with us working with the customer to replace the items that are malfunctioning however the customer stated that he had already made after market alterations to his shoesOur returns policy states: Shoe returns: All shoes must be unmarked (without scuffs), unworn and in new conditionWe recommend trying your shoes on in a carpeted area to avoid making them ineligible for a return The after market kit installed by the customer may have caused damage to the shoes exterior and that makes them nonexchangeable While I do not find it very acceptable that this customer resorted to threatening our employees with a Revdex.com complaint immediately after finding out our policy and bringing that threat up more than once in the email chain we are still hoping to solve this problem without any further issues If the customer would like to remove the after market kit and return the product then it will be evaluated by our returns departmentIf there is no damage to the shoes from the after market kit and there is not wear and tear from usage then the item will be refundedThat is the best option that can be provided at this time The customer is free to contact me at [email protected] or by phone at [redacted] ext *** I have attached the email chain and the customers provided photo to this complaint Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate your offer to be refundedUnfortunately, I do have to justify my threat that I made against your customer service employees as they gave me no other option to do so as the responses I kept getting we're uncooperative and almost felt as if I was communicating with an automated answering machine (not to mention I tried to explain to them that I would do this if we couldn't reach a consensus) I tried explaining to them that even though the shoes were altered, they were altered in a way that the alterations could be easily removed with no trace of them ever being on the shoe in the first placeThe part that really lit me up was the fact that this was an internal wiring problem and had nothing to do with the outside of the shoe (of which I happily provided visual proof that the shoes were in fact in pristine condition)The part that also really irritated me was the fact that your employee accused me of providing significant wear and tear to the shoe without any evidence or something to base that aroundI will send you an email to discuss returning the product as I am eagerly looking forward to getting this out of the way

Initial Business Response / [redacted] (1000, 8, 2015/12/15) */ On 10/16/15, [redacted] placed an order for a Plus Size Back to The Future II Marty McFly Jacket and a pair of Back to the Future Light Up Shoes from HalloweenCostumes.comThe package shipped out the same day and arrived on 10/20/The package was returned, and our returns department refunded for the jacket, but not the shoes, as they were returned without the shoe boxThe shoe box is required back as the shoes and box are a collectors item We do not ship the shoes without the box, all of the shoes arrive to our warehouse in their collectors boxes and leave our warehouse with the boxIf the customer would like to return the remainder of the packaging in a good condition then the refund can be processed Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Amazon took care of and refunded thoughShoes were not sent in a collectors box and I can have affidavits filled out by multiple co-workers who were present when I opened the box Thanks and Happy Holidays, Final Business Response / [redacted] (4000, 12, 2015/12/17) */ I apologize for the issues with this order, if you did not receive the collectors box then that appears to be a misunderstanding with our companyI will mark this down in the order notes in our systemI am glad that the refund was able to be handled on Amazons end Thank you for the holiday wishesEnjoy yours as well!

On 10/the customer made an order with our website for multiple costumes totaling $231.52, the order was due to arrive on 10/21.Our representatives did speak with the customer on 10/and 10/and at that time there was no indication of any problems with the orderIn our system everything appeared to be on track to ship with no issues.On 10/the order had not shipped out of our warehouse due to an internal issue that our department was unable to foreseeThe customer contacted on this date and was unhappy that the package had not shipped out as she had needed themAt this time the order was canceled and a full refund was issued to the customer.Since a full refund was issued there were no items sent outAt this time the full refund should be in the customers account and we do accept full responsibility for the error that occurred in our company that prevented these items from getting shipped out

I am rejecting this response because: I did not alter the costume in anywayI did not add anything Furthermore, I did not even wear the part that was said to be altered as it was way too hotThe company never even asked me, just sent an email saying I would be charged for the costume and then never asked for any clarityIt was done before I rented it

The customer ordered his costume on 10/and after the discount used on the order the costume price came to $When the item was returned on 10/the refund was issued in full without a restocking fee.The refund was issued to the customers PayPal account and not to their bank accountThere appears to have been some confusion by our representatives and I do apologize for thatI have called now and left a message for the customer to explain where they can find their refundIf they have any future questions they can call our tasking line at ###-###-####

Hello, We received contact from Mr [redacted] regarding the fact that the costume arrived a day later than expected It did appear this was an issue with UPS not delivering properly, at which point we refunded the full shipping cost of $for him This resolution took place on September 9th and was refunded to his card that the order was placed with Upon receiving the returned costume, it was noted that the socks were incredibly dirty and covered in what appears to be pet hair (I have attached a photo of the socks we received) and due to the condition of this piece of the costume we are not able to refund for the outfit as it cannot be sold again to another customer Mr [redacted] was told that we can either send back the costume to him, since he has paid for it, and we offered to waive that shipping fee to him or we did give him the option to receive a $gift card if he would prefer that instead Due to the fact that this cannot be resold, these are the options that we have for him Thank you, JustineCustomer Service Assistant ManagerHalloweenCostumes.com

The item that the customer ordered does not come with a belt, and no belt was returned with itInstead, it was returned in a condition with stains and marks, and this was not reported as the condition it arrived inWe do have photographic evidence of the damageBecause of these stains and marks,
we're not able to resell the costume, and therefore no refund is actually eligibleWhen the customer contacted us on 11/16/regarding this situation, he was informed of the above, but did not proceed with figuring out a resolutionInstead, he ended the call with telling our representative to "Go #$%@ yourself." Due to the escalated situation, we offered two resolutions: we can either offer a gift card in the amount of the product less the restocking fee ($65.59) or we can return the costume to him at no additional shipping costOn 11/20/we received a response from the customer and he accepted the gift card resolution that was offered

I am rejecting this response because: the image of the socks are not described as "exteremly dirty." There is only pet hair and that is normalI still want my refund because this is not a valid excuse to decline a refundThe socks aren't even dirty

Initial Business Response /* (1000, 9, 2015/12/31) */
On 10/6/the customer ordered the itemsA Supreme Edition Authentic Stormtrooper Costume and a pair of Men's White Boots
On 12/4/the item was processed as a return and our returns department found the items to have obvious signs of
wear and tear
The Men's White Boots are clearly scuffed and show signs of used on the soles
The costume shells have scratches that are not the results of removing packaging and there is a dime size indentation on the cod pieceThe jumpsuit has an off color stain at the bottom of the zipper and there were lint balls and hair on various spots of the jumpsuit as well as multiple areas where the fabric was snagged with fibers sticking out
The customer has been informed that there will be no refund issued on this order as this violates our return policy which states that items must be new and in their original packagingThis means that while they can be opened and tried on they can not be worn
I have attached photos and a copy of our return policy to this complaintThe customer has also been informed that we will send the items back to him if he wishes
Initial Consumer Rebuttal /* (3000, 13, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The costume they claimed they received from me IS NOT THE ONE I returned! The company is trying to pull a fast one in order to not refund my moneyI NEVER wore the costume aside from briefly trying it on and repackaging it in the EXACT condition I received itThey are not photographing the same costumeHalloween costumes.com is in fact engaging in fraud!
Final Consumer Response /* (3000, 22, 2016/02/16) */
I never closed the complaintI am not satisfied with the resolution they proposedI did not consider the $offer as a resolution to the problemI was never notified that the case had been closedI thought it was still active and would like to pursue it as such
Final Business Response /* (4000, 29, 2016/03/14) */
I see that this case has been reopened after a month which is strange seeing as the customer spoke with our manager and accepted a partial refundAt this time we still consider this case closedThere is nothing more to be doneWe will not be refunding a $1,item that shows signs of wear, we have pictures of the wear and have submitted themThere isn't much else that can be done in this case

Unfortunately due to state law which prohibits the resale of wigs that have been opened the refund of this item was deniedThis information was provided to the customer on 11/when he opened an A to Z claim on Amazon for the refund.We offered to send the wig back to the customer free of charge on
this date but did not receive a response so the wig was disposed of.At this point, any additional responses to this complaint will need to be handled through the Amazon claims process as they require our communication there

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, however, I am still unimpressedI am still waiting on the refundIt is not the Halloween Costumes problem anymore, but I do believe all of this could have been avoided had we been given the correct information from a more professional staff instead of being pushed to the sideThanks for everything, but we will not be ordering in the future nor will we advise anyone to shop here

Good day, Upon receiving the orders returned to us from the customer there was no indication in any way that they received these in the condition they are stating. We have no communication from the customer within our records and our policy is to withhold a re-stocking fee on orders
that are returned for monetary refunds. Due to the fact that the customer has escalated to this process I have refunded them the remainder of their product costs and those can be seen within the next few business days. Thank you, JustineCustomer Service Assistant ManagerHalloweenCostumes.com

I am rejecting this response because:This response is a cop-out response They have had over weeks to respond to the Revdex.com and sat back and decided to not take any responsibility on this claim The reason I put this claim in was to show how irresponsible this company is on such returns First off how would anyone even know anything about the item if they can NOT open the item to inspect it upon delivery Furthermore the item was NEVER tried on, it was on looked at and upon assumption it was returned the very next day for a refund If this company decided to discard the wig that was of their wrong doing and that is what they have to know abide with

I have reviewed the case regarding the customers order and return of the Back to the Future Light Up ShoesAfter reviewing the emails received and the pictures that were taken by the returns department I have concluded that the shoes were in fact faulty and I have issued a full refund to the
customer in the amount of $ I apologize for any inconveniences this issue has caused for you and I hope you have a great weekend

Upon receiving the notice from the Revdex.com I have located the customer's order within our system and have refunded them in full for the non-working costume as well as compensated them for their shipping costs. I have reached out to this customer personally to indicate my apologies in the way the
situation was handled. Obviously receiving a non-working inflatable costume doesn't do anyone any good without all the working parts and being that the event has passed it is more than fair for the customer to be compensated accordingly. I have indicated to the customer that should they have any further issues they can contact me directly

Hello,  We received contact from Mr. [redacted] regarding the fact that the costume arrived a day later than expected.  It did appear this was an issue with UPS not delivering properly, at which point we refunded the full shipping cost of $17.99 for him.  This resolution took place...

on September 9th and was refunded to his card that the order was placed with.  Upon receiving the returned costume, it was noted that the socks were incredibly dirty and covered in what appears to be pet hair (I have attached a photo of the socks we received) and due to the condition of this piece of the costume we are not able to refund for the outfit as it cannot be sold again to another customer.   Mr. [redacted] was told that we can either send back the costume to him, since he has paid for it, and we offered to waive that shipping fee to him or we did give him the option to receive a $15.00 gift card if he would prefer that instead.  Due to the fact that this cannot be resold, these are the options that we have for him.   Thank you,  JustineCustomer Service Assistant ManagerHalloweenCostumes.com

Unfortunately the costume that was returned to us did appear to have a substance on it that was at the time deemed to be "dirty" and "unusable". After having it reexamined it was found to be a type of packing material that was sticking to the item and was not of any fault of the customers.After...

receiving this information I processed a full refund to the customer and emailed him to let him know of the findings and to apologize. I hope that he has accepted that apology and if he does have any further questions I have sent him my direct line and email address.

On 10/17 the customer made an order with our website for multiple costumes totaling $231.52, the order was due to arrive on 10/21.Our representatives did speak with the customer on 10/18 and 10/19 and at that time there was no indication of any problems with the order. In our system everything...

appeared to be on track to ship with no issues.On 10/21 the order had not shipped out of our warehouse due to an internal issue that our department was unable to foresee. The customer contacted on this date and was unhappy that the package had not shipped out as she had needed them. At this time the order was canceled and a full refund was issued to the customer.Since a full refund was issued there were no items sent out. At this time the full refund should be in the customers account and we do accept full responsibility for the error that occurred in our company that prevented these items from getting shipped out.

Initial Business Response /* (1000, 8, 2015/11/16) */
I have reviewed the order placed by the customer and also the interaction between the customer and one of our representatives.
It appears that the customer may have received the incorrect size and the situation was handled poorly on our...

side. We should have been covering the return shipping and replacing the item if the customer wished to do so.
I have gone ahead and refunded the outgoing shipping of $6.99 and the return shipping of $6.99 as the customer requested and the customer had been refunded for his item as of November 5th.
If the customer would like to contact me directly for any reason he may do so by emailing [email protected] and requesting Tim or by calling 507-386-8388 ext 304.
Initial Consumer Rebuttal /* (2000, 10, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just wanted them to be fair with me. The size was advertised incorrectly, I wanted them to bear the shipping costs for both way which the Company has so courteously done. It was too late to reorder for the party I was attending. I appreciate it very much.