BuySeasons, Inc.

We have credited the customer in full on her new order.  The reason the 2nd order was shipped was that the customer ordered a different size costume.  It appears on the original order that there was an inventory issue with the size 8, but when the size 6 was ordered it shipped because we did have the size 6 in stock.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We do apologize for her troubles.  We did ship the costume and the spurs separately so the spurs were delivered just later than the costume.  The costume sent was not an infant costume but we do admit per some of the reviews the vest did run little small but intended for a child of 6-7 years old.  This order was already credited in full but we can offer a 40% discount on an order up to $50.00 and a free standard shipping on a future order.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We apologize for the late delivery.  The customer is correct it did ship late and wait times for the call center were long.  We have credited the shipping charges because the package did arrive late.

Tell us why here...We apologize for not meeting the customer's promise date, the order did ship late.  We have credited the customer in full and he can keep the costumes once received.

We do apologize for the trouble you had with this order.  It did complete in out system and created a shipping label 1Z883Y65YW13806322 on 10/20/15.  It appears that the order did not ship properly because when you track the package there is no movement.  Our phones were extremely...

busy during the Halloween season so I understand that it would have been difficult to reach us.  We have credited you in full for your order and emailed the credit receipt to you.  We would like to offer 30% off and free budget shipping on a future order of up to $100.00.

We did credit in full 10/29/2015, and today email a receipt of the credit transaction to this customer.  It may take the bank/credit card company a few days to release the funds to the account.

We apologize for the inconvenience.  This customer did receive their order later than the promise date.  We credited the original shipping $7.99.  The order did ship and was delivered and signed for on 4/1/2015.

Tell us why here...We apologize for the inconvenience.  The cardholder was credited in full $207.79 on 10/18/2015 because the order did not ship as expected and would have been too late for their party.  They were credited thru their [redacted] account.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have reviewed the response and would have accepted the offer if the refund had indeed been issued to the account already. We have checked several times and it has not shown up. I would like the receipt of the refund forwarded to my email and the attached email. Once we see that it has been issued to us and is posted, we will accept the offer. Until then, I must decline.
Regards,
[redacted]

I placed an order from birthday express on march 2. My guaranteed shipping date was march 12. On Wednesday march 11 I received a voice mail stating that they had some shipping issues and that my new guaranteed shipping date was friday march 13. When I received the voice mail I immediately called the company back to double check that I would indeed receive my package on friday March 13. They assured me that it would be no later than that Friday. Thursay morning I went on my account and notice that my order status was "processing order". I called to see what was going on and once again they told me they were upgrading my shipping with no charge to me and it would be over nighted to me. I called 2 more times on Thursday, noon, and 3pm, to see if it had gone out. The last time I called I was told that if I didn't have a tracking number my 7pm my time to call back and they would further investigate what was going on. Of course at 7pm my time I still had no tracking number. I called again. I was told then that all trucks had left for the day and I could receive it on Monday March 16. That was not going to work as my party was Saturday March 14. She told me there was nothing they could do but cancel my order and give me a refund. No help at all. I asked to speak to her supervisor and spoke with a female that was extreamly rude. She told me that her and I both know what time mail stops running so why would I believe that at 7pm they could change anything. I informed her that it was Thursday so I still had a business day for them to ship to me. She said they don't ship on Fridays. After a battle with that "supervisor" I asked to speak to her supervisor. A customer service manager called me back and told me the same thing. So he ended up canceling my order and refunding my money and putting a "note" on my account for a 40% discount for a future order. Now I had no party. All of this because your company is still taking orders and waiting until right before you are supposed ship the product out to call and say " oh, we are having shipping difficulties". This is unacceptable. All of this could have been avoided if you just STOPPED taking orders or informing the customer at the time of order that this was going on. You can go on amazon and see that your company is advertising amazon prime. I called back to see why you were showing up prime and a representative told me that she couldn't believe it either! Your company changed their stories so many times and your customer service is a joke. Their is no way I would EVER recommend this company or ever use this company again. Thanks for making me scramble to put together a party whos design was exclusive to your company. No worries, I found another company who offered plates, napkins, and cups through amazon prime and it arrived in time for my party. Funny how they shipped on a Friday......

I ordered from Birthdayexpress.com on 3/02/15 with a guaranteed shippig date of 3/9/2015 because I purchased expedited shipping for $19.00. I contacted customer service once 3/9/15 came because my order status still said processing. I was told I would receive a tracking number and my order would be sent over night. My order was never sent due to a warehouse shipping issue that the company failed to mention upon me ordering. I am very upset because I have ordered borthday cake to match the decorations from this company that I never received. Althoigh my shipping fee was credited back to my account, I DO NOT RECOMMEND THIS COMPANY TO ANYONE, I have NEVER DEALT WITH A BUSINESS SO UNPROFESSIONAL, the hold time to speak with a customer service rep was over 20 minutes. I will be calling birthday express today to cancel my order and have my funds returned back to my card. Worst experience EVER

Review: I placed an order for costumes on 9/12/2015. The guaranteed delivery date was 10/12/15, which was fine, as the event was 10/17.

On 10/10, I notice they updated, without my permission, the date to 10/12. I called on 10/10, and they promised to expedite.

It is now 10/16, and it says 10/19 delivery, but still no shipping.

When I call, they hang up on me.

Even if I cancel now, it's too late to get the costumes anywhere else.

They need to deliver this order immediately and refund my money for the hours I have spent dealing with their lies.Desired Settlement: placed an order for costumes on 9/12/2015. The guaranteed delivery date was 10/12/15, which was fine, as the event was 10/17. On 10/10, I notice they updated, without my permission, the date to 10/12. I called on 10/10, and they promised to expedite. It is now 10/16, and it says 10/19 delivery, but still no shipping. When I call, they hang up on me. Even if I cancel now, it's too late to get the costumes anywhere else. I have now called every day, and they still claim, each night, that it will ship that night. It still hasn't shipped (10/21), so now my kids will miss their party. I don't need any resolution, I just want this registered so when people consider buying from them, they see the truth about this sham.

Business

Response:

Tell us why here...We do apologize that we did not meet the customer's expectations. The order ending in [redacted] did a contain Presell item, and Presell orders had an estimated delivery dates. The manufacturer did push back the delivery of the product to us which affected the delivery estimations. We did ship the order overnight to the customer once we received the Presell item, we also requested an additional 5% credit for her inconvenience to bring her discount on the order to 30%.

Business

Response:

We do apologize for the misinformation given to the customer in regard to the shipping status of his order. There was a Presell item on the order and per the order conformation sent to this customer the promise dates are approximations. Below is the information provided:How do I Pre-Order an Item?Some out of stock items are available for Pre-Order and are noted as such on the product detail page, along with their estimated in-stock date. Just add the product you want to pre-order to your cart and check out as usual. We will ship the entire order to you when the pre-order item becomes available*. Your credit card will not be charged until your order actually ships. *Please Note: Orders will ship out after the LAST pre-order item becomes available and not before. Orders may ship out before the estimated in-stock date if the product becomes available sooner than expected.All in stock items will be held until the last pre-order item becomes available. If you want these items sooner a separate order must be placed.Pre-Orders are not eligible for the Shipping Guarantee.Expiration Date of the credit card used for the pre-order must be later than the estimated in-stock date of the item.Pre-Order items cannot be added to existing orders.Shipping charges will be based on shipping rates at the time the order is placed.Your credit card will not be charged until the order is shipped. This may be prior to the estimated in-stock date if the product becomes available sooner than expected. The Pre-Order option is only available on selected products on a first come first serve basis.The Estimated In-Stock Date listed on the product detail page is only an approximate date and is not guaranteed. Products may occasionally become available earlier or later than the posted date. So yes this customer was given incorrect information about when the order would ship but the order was not guaranteed. I also apologize for referring to [redacted] as her, that was my error. We will credit the customer in full and he is not required to return the order he can donate or use as he sees fit.

Consumer

Response:

I bought 2 Paw Patrol costumes for two of my kids for halloween the beginning of September and the costumes were on back order with a delivery date of 10/24. On 10/1 I got an email saying my costumes won't be here until 11/5, which is after halloween. I called to cancel my order and pulled up the website again and they are still advertising them online with a delivery date of 10/24. Not only is my family going to be sad when I tell them, every other family who orders these costumes will get the bad news as well. I let the rep know that they are still advertising wrong and she said sometimes they don't update their website! I will never buy from this company!

Review: Received a $50 credit as part of a promotion from BuyCostumes.com via [redacted]. BuyCostumes.com offered a $50 credit that I was given. Original communication made on June 24, 2014 after failed order attempt with code. The terms of the promotion and giveaway contained no expiration.

Contacted BuyCostumes.com support ([redacted]) on June 24, 2014. Response on June 24, 2014: Told they would investigate.

Emailed again with more details on June 25, 2014. Details were given, along with a direct image copy of the sent promotional credit code on October of 2013. When attempting to use the code, it stated invalid. Support informed me that they were investigating.

No response was received. Two emails were sent to Business without reply (6/25/14 & 7/1/14). Emailed again on July 9th, 2014 and received response of: "Most of the time, codes like this expires a month from the time we sent it.". I responded to inform the business that this was not stated in the terms. 15% off of a new order was offered, but no effort in issuing a proper $50 credit as originally given.Desired Settlement: Replacement of $50 credit given as initially given.

Business

Response:

We understand Mr. [redacted]'s frustration and truly apologize for this service failure. The individuals that attempted to assist him have been coached to more effectively resolve credit issues going forward and our [redacted] is reviewing our email service training program for opportunities to improve. [redacted], a [redacted], is working with Mr. [redacted] to insure he receives the full value of the $50 credit. On our last correspondence Mr. [redacted] was traveling but let us know that he would contact [redacted] directly to place an order using his credit when he returns home.

Again we apologize that it took us so long to get this resolved for Mr. [redacted], but we appreciate his bringing it to our attention so that we can avoid problems for future customers.

Review: I visited this website to purchase a holloween costume for my daughter that I was unable to find in stores. The website offered a "pre-order" of the costume and stated that they would have it in stock by October 26 and that at that time it would be shipped and "guaranteed"to me by October 29th no later. I spoke to them on October 27th because I had not received confirmation that my order had yet been shipped. At this time I was told that they needed my credit card information again because they do NOT keep it on file when you pre order an item. I provided my billing information again and was told my order would ship that day and still be guaranteed to me by October 29 because I even paid for express shipping. The next day (oct 28th) I contacted them again to ensure that my order had shipped because again I did not receive confirmation and the money had been taken out of my account. At this time they told me that they did not even have the costume in stock!! So at this time they said they could cancel my order and issue me a refund. On October 29th I received email confirmation that my order was cancelled and a refund was issued to my credit card. After waiting several "business days" I contacted them again on November 5th I contacted them several times on this day and was told to speak to they're "credit department" they gave me a phone number that went straight to a voicemail. I called them again and was told I would get a call back and again never herd back from them as expected. I contacted them again today November 6th and they told me the refund was never issued until the night of November 5th not on October 29th like the email that they sent me stated. So now I am still waiting to see if I will receive my refund. This company has absolutely horrible customer service and they lie to they're customers! I am yet to receive my refund and now have to wait another 5-7 business days to see if I even receive my refund had I not contacted them they would not have even issued my refund like they claim they have.

Business

Response:

We apologize for all the trouble in relation to this order. We did request credit on 10/29/2015 but it failed through the automated system. We then manually credited the customer on 11/5/2015. I have emailed a receipt of the credit to the customer to make it easier to verify with the bank/credit card company that the credit has been requested/applied.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I placed an order in early October for a Halloween costume. I never received an email indicating that they received my order, but they received my credit card payment. After 3 days of back & forth trying to figure out where my order had been they suggested refunding the money and placing a new order, but my refund would not be available for 5-7 Business days. Then I placed my new order on October 14. I paid for expedite shipping to get the product here no later than October 20, 2015. Still nothing. I have called all week with no answers after being on hold several times for over an hour. They placed a "On Hold" recording stating that they were backed up and had delayed shipping times. Everyday they have said that your order is guaranteed for tomorrow, then again for tomorrow, and then they told me if the order was placed on or before the 16 everyone would receive their item(s) no later than October 23, 2015 close of business. I checked my email and my costumeexpress account and still nothing. It still says it is processing order. So I called this morning and now they are saying it has not been shipped, and they can not guarantee I will receive the product today or tomorrow because they don't do business deliveries on Saturday or Sunday. I spent almost $100 on this costume with little to no time to replace it with something else for a party and her dance recital. Not only can you not understand their customer service agents, they are rude and have poor business practices. The company said they have no way of checking on my order in the warehouse.Desired Settlement: I would like my item delivered immediately.

Business

Response:

Tell us why here...We apologize for not meeting our customer's delivery date. We have shipped the order to her and also credited in full because she did not have it in time for last weekends event. It will be delivered Tuesday 10/27/15 so she will have it for Halloween.

Consumer

Response:

Review: I ordered a costume order#[redacted] on 10/12/2015 and paid extra for guaranteed delivery by 10/15/2015 item was not shipped until 10/17 and delivered 10/19. I needed this item for an event on 10/15. I spoke with customer service by phone once on 14th and by chat on 15th. I was told in chat that shipping charges would be refunded And prepaid shipping return label would be supplied. I also requested cancellation since order had not yet shipped. I was told that cancellation was submitted, however this did not happen and order was shipped anyway. No prepaid return label was provided either. I sent email via websites customer service contact form addressing my concerns and wanting a refund and return label but have not heard anything back. Below is transcript of my chat session with customer service.

Chat Transcript

19:56:09 [[redacted]] How may I help you?

19:56:09 [[redacted]] Can you process cancellation of my order [redacted] was supposed to be guaranteed delivery October 15. Order status says in processing.

19:58:21 [[redacted]] I needed this for tomorrow that is why I paid extra for shipping. This did not happen I want a refund and I will be addressing my concerns with Revdex.com.

19:59:59 [April] Hello, my name is April, I’d be happy to help you.

20:00:11 [[redacted]] I chose you over Amazon now I see that was a huge mistake

20:02:42 [[redacted]] I just need refund please? I had plans for costume themed event with my family tomorrow now I have to scramble and find an alternative option.

20:03:00 [April] Let me check on that. One moment please.

20:04:45 [April]

We apologize for the delay to your order, and have refunded your shipping costs in full.

It will be posted to your account in 3-5 business days.

20:05:20 [April] once you receive the item you can return it and we will proces the free shipping label.

20:05:44 [[redacted]] Has it shipped?

20:06:43 [[redacted]] If it has not shipped I don't want it.

20:07:23 [[redacted]] Hello?

20:11:59 [April] I will now process the cancellation, you will recieve an email confirmation once the cancellatio has successfully made.

20:12:20 [[redacted]] thank you.

20:12:37 [April] Was there anything else I can help you with?

20:13:44 [[redacted]] No. Thank you for your assistance.

20:13:52 [April] Thanks for contacting us. Please do not hesitate to contact us again if we can be of further assistance.Desired Settlement: Full refund including shipping charges and prepaid shipping label.

Business

Response:

We apologize for all the issues with this order. We have emailed a free UPS return shipping label to the customer today. We have credited not only the shipping but the cost of goods and would appreciate the customer returning the costume and gloves.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: When I placed the order for Halloween decorations on October 10, 2015, the shipping option I selected said my order had a "Guaranteed Delivery Date" of Monday, October 19. I relied on this, because my Halloween event is scheduled for Wendesday, October 21. BuyCostumes told me that I would receive a shipping confirmation when the order shipped. on Thursday, October 15, I called BuyCostumes because my order had not yet shipped, and the representative assured me I would receive the order by the guaranteed date. Today, October 19, which is the guaranteed delivery date, I had not received a shipping confirmation, so at 11:50 AM PDT, I called BuyCostumes again this morning and explained the time sensitive nature of the order. The representative stated she would upgrade the shipping to Next Day and get it out tomorrow and that I would get an e-mail with the tracking number "shortly." I thanked the representative for her help. After 3 hours, at 2:50 PM PDT, I again called BuyCostumes because I had not received the tracking number. This representative stated I had been given the "wrong" information by the previous representative and that they could not guarantee delivery by Wednesday. I again stressed the urgency of receiving this order and asked to speak to the representative's supervisor. She said she would transfer me to her supervisor, which put me on music hold at 2:54 PM PDT. At 3:35 PM PDT (40 minutes), the call terminated while I was still on music hold. No one answered my call. There is still time to fix this if BuyCostumes can ship out the order tomorrow (October 20) by Next Day shipping. This would still allow me to receive the products in time. I explained this to the most recent representative I spoke to.Desired Settlement: Ship the order via Next Day shipping by tomorrow, October 20.

Business

Response:

Tell us why here...We apologize for not meeting our guaranteed delivey date. THe order did arrive 1 day late so we credited the customer and additional 10% off their order total and the shipping on the order.

Business

Response:

We do apologize for all the issues with this customer's order. We did ship it late and from what we learned from the customer she was missing some items. We had credited the shipping and an additional 10% discount for their troubles. We have since credited them for the missing items and are reshipping an item that was reported as damaged. We again apologize for all the inconvenience.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,