BuySeasons, Inc.

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 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:

Review: I ordered products the beginning of October 2015 for the Halloween season for my grandkids. I was promised delivery by October 28th 2015. I contacted someone on October 27th, 2015 and was assured it was being packed as we spoke and would be going out that same day. I received an email o n the 28th stating they were canceling my purchase as there was an inventory issue. I was assured we would receive it and never did. I have never seen such poor customer service. And they have a Revdex.com on their website stating they have a good standing with your company. Horrible businessDesired Settlement: Credit to my credit card

Business

Response:

We apologize for the inconvenience. There was an inventory issue with 1 of the costumes on the customer's order and the system voided the entire order in error. We have credited the customer in full and emailed a receipt of the credit. If the customer would like to give us another chance we will offer her 40% off a future order and free standard shipping. This will be noted on her order ending in 0127.

BuySeasons, INC
Buy costumes. Com
I ordered a costume for my 5 year old on October 14th. 7 days after I didn't get my ordered, I try to contact their customer service via email and on line chat. No answer regarding the status of my order. I tried calling them several times and waited more tha 30 minutes and hand up since I was very busy and couldn't sit in the phone. On Saturday, October 24th., I finally got through after one hour waiting on the phone. The rep said that he couldn't tell me the exact shipment date but assured me I'll get it before Halloween. Today Monday the 26th., I checked my order on line and got a message that my order didn't exist. I called and got through after one hour wait. I was told that the merchandise I ordered is out of stock that that they will be happy to refund. According to the manager, the item I order was sold out for the season on September. No one on this company bother to contact me or fix their problem on line. I am very upset because I will not only disappoint my child but also I wasted my time and energy calling and waiting. This company shouldn't be in business if they can fulfill what they offer. I bought all accessories for costume and now I have to figure it out what my child will wear to her book day at school and for Halloween.
I don't think a full refund is enough for the inconvenience, time and money I have to spend in accessories the money I am going to spend to purchase and overnight delivery.

Review: Ordered two costumes for Halloween the 14th of October at 10 am there is a disclaimer stating most packages are shipped same day if ordered before 4pm which I did. Called 4 times between the 16 and today the 19th because it still has not shipped today the 19th at 8am finally on my 5th call reached a person who upgraded the shipping to one day shipping to arrive the 20th in time for our event but it has still not even shipped so I requested a refund and to cancel my order which they stated they can not do until it's done processing...they have already taken the funds from my card (which they are not supposed to do until the items ships says that on the website they charged my card the 14th) and have responded to 2 of 10 emails I have sent with computer generated responsesDesired Settlement: I would either like my items as described by October 20th but we know that's not going to happen so I'd like a full refund

Business

Response:

Tell us why here...We apologize for not meeting the customer's expectations. The order had shipped before we could cancel it so arrived late for the customer. We have credit the customer and full and she is not required to return the costumes.

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 the reason we were here is because I filed this complaint before you decided to do your jobs which you only did because I filed the complaint where I canceled before you shipped the costumes that never came here but I did receive the refund which was what we asked for so the issue is resolved thanks.

Regards,

Review: Placed my order on Monday, October 19, 2015, and upgraded the shipping for guaranteed delivery for Friday, October 23, 2015. I called on Tuesday, October 20, 2015 to have the order upgraded and paid extra. I watched the order each day and chatted with customer service representatives each night (Wednesday, Thursday, and Friday nights) to figure out why my order had not shipped. I was told that the order shipped late, but was guaranteed delivery by at least Saturday, October 24, 2015 by noon. I finally checked my order and it was shipped but with a delivery date of Tuesday, October 27, 2015. This is completely unacceptable. They advertise "guaranteed" delivery and two representatives "guaranteed" delivery by Saturday before noon. This was obviously a lie. I cannot believe this company is allowed to use the term "guaranteed", when in fact it is not true. I needed the order by October 24, 2015 because my son is going to a costume party. Now I have to go purchase another costume elsewhere. Someone needs to investigate this company because it appears there are numerous reports of delivery problems. 5 days late is not acceptable at all!Desired Settlement: Full refund and they must pay for shipping costs to return the order that arrived 5 days late.

Business

Response:

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.

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: Hello- I am writing a complaint against costumeexpress.com for numerous reasons.

1. Ordered a costume for Halloween on October 15, 2015 with guaranteed delivery by October 27, 2015.

2. Order never came. It is now Novemver 4, 2015.

3. Tried calling their contact number on October 26, 27, 28, 29, 30, 31 to speak with someone about this matter but it rang and it would say "goodbye" and hang up OR one time I stayed on hold for 35 minutes and never once heard to spoke to a real person.

4. I have paid for something that I never received and want a full refund.

This is completely unacceptable. Horrible business and will never order from them again and will advise others to avoid them, also. Is this a scam business?

I can provide my order number #296505214

Order by [redacted]. Shipped to our address in Villa Park.

If you need any other additional information from me, please let me know! Thank you.Desired Settlement: Would like a full refund and to know if this is a legit business

Business

Response:

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.

Consumer

Response:

Review: Order placed online 10/22, listed as in stock. Paid extra shipping for guaranteed delivery on 10/27. Card was charged on 10/22 and confirmation email sent. No further communication with company. Called on 10/27, waited on hold for 90 minutes and was "disconnected". Called back and waited on hold for 45 minutes - told that warehouse does not have the item in stock and they are canceling my order.Desired Settlement: Timely, full refund. No more run around. Better business process up front - items should not be charged for until they ship! Especially if the website is inaccurate and items were never in stock to begin with.

Business

Response:

We apologize for not being able to fulfill this order, there was an inventory error that allowed the order to be placed when the costume was out of stock. we have credit the customer in full and if/when they would place another order with us we would honor a 40% off cost of on an order up to $100.00 before discount.

I ordered a ninja turtle costume that was supposed to come with a sword as well as an extra sword as that it what my son said that particular ninja turtle would have. The extra sword was an additional 10$ which was charged to my credit card. I received the costume with only 1 sword so I wrote customer service to request the other sword that I had paid for. The following is my letter:
Hi, I ordered a ninja turtle costume which is advertised to come with a sword. I also ordered an additional sword so I should have received 2 swords total. I only received one but was clearly charged for an extra one. Please send the additional sword ASAP. Thanks, [redacted] The following was the response from customer service:
Hello,
Thank you for your email. We are very sorry for the inconvenience. May I ask if you look around your house, on the bushes, or do you ask your neighbors if they saw a package right infront of your house? Again, we are very sorry for the inconvenience this has caused you.
If you have further questions, please feel free to contact us and we will be glad to help you.
Sincerely,
Eibreen
Customer Service
I have responded to this that I did not receive it, have no bushes and can't understand why it would ship separately. I have yet to receive a response back weeks later. I would definitely not recommend this company as I know have to spend my time disputing charges with my credit card over a rediculous 10$ plastic sword.

Ordered costumes from this website on September 14, 2015 with a promise from the company that the order would be filled on 10/04/2015 as one costume was a pre-order. They also stated I would not be charged for the order until it was processed and ready to be shipped. Got a confirmation email that the items I ordered would be received by 10/12/2015. I was charged for the items on 10/06/2015. I called on 10/15/2015 as I had not received my order and was on the phone for 35 minutes. The customer service rep stated she would refund my shipping ($4.99) and they would expedite shipping for free. I got an email confirming this stating it was being shipped 1-2 day priority. I did not receive the package on 10/19/2015 (as rep stated I would) so I called again on 10/20/2015. Really got the run around during this phone call and they were so nonchalant about this problem stating all orders placed by 10/16/2015 would be received by 10/23/2015 (mind you I placed my order on 09/14/2015). They basically stated I could accept this or cancel my order. Now I am in a predicament because I will have to overnight costumes from another company if I do not receive these items I ordered as I need them for a cruise I am leaving for which has particular theme nights. I can't believe they are so flippant about the whole thing. They have lied throughout the whole process and their website still states if you order today and expedite you can receive your order on 10/21/2015 which is 2 days before I can receive the order I placed on 09/14/2015 even though they have expedited my shipping which makes no sense to my. When I spoke with a supervisor he now tells me one costume is not currently available and they will not ship the other two separately. I have never been notified of any unavailability but yet he can still guarantee all three costumes by the end of the week. These people are dishonest and care nothing about customer service, they just want your money.

Review: I ordered a few costumes on 5 Oct 2015 from this website and paid standard shipping which was a "Guaranteed" delivery date of Tuesday 13 OCT 2015. This was perfect for my daughter's costume party at school on Wednesday 14 Oct 2015. That is until I checked the order status yesterday after not receiving a shipment email, only to see that my order is still processing. I contacted their customer service with their live chat and was told that they had until Tuesday to get my order to me and that "It is being picked and packed right now." This was on SATURDAY at 7PM. There is no way they are shipping an order on TUESDAY the 13th and it getting to me on Tuesday the 13th. Monday is Columbus day, the mail doesn't run. I asked them how they can guarantee it if it hasn't even shipped yet and won't ship until Tuesday and was told "If you want to upgrade your shipping to express then I can PROBABLY (Yes probably) guarantee it by Monday" This is unacceptable. My complaint goes even further when Paypal tells me that no money will leave my account until my order has been completely processed, yet they have taken the money from my account as of 7 OCT 2015 and here it is 11 OCT 2015 and it's still in a "Processing" status. They have illegally claimed the money from paypal (I ship items and receive payment via paypal as well and no money can be taken until you confirm that the item is shipped or being shipped shortly) 4 days is hardly a short time before shipment. Now my daughter is going to be without a costume for her party, and I can't afford to buy another one because my money has already gone to this thieving company that won't give me a clear answer to when I will even be getting something that has already been paid for.Desired Settlement: I still need these costumes (One for myself by halloween, but after reading the reviews for this place I doubt that's even a possibility at this point) and my daughter's so she can at least use hers for halloween since she's already going to miss her costume party. I want these shipped no later than Tuesday 13 Oct 2015 so that I'm assured that they will arrive on time. A partial refund on the products would be nice as well since I paid more than what they cost on other sites because the shipping was "guaranteed" by the time I needed it.

Business

Response:

Tell us why here...We apologize for the late delivery, the order did arrive 1 day later than the promise date. We have credited the shipping cost as well as the cost for the daughter's costume, wig and wand.

I placed an order on October 10th with a guarantee of delivery by the 19th. Never received my order. I emailed them on the 19th and never received a response back even though it states you will get a response in 24hrs. I called 3 times today (23rd) and waited on hold for over 30minutes each time and not until the third time did someone answer. She was rude and unhelpful and didn't know when my order would be shipped... but it would be before Halloween.. Yay right that's why my order is still not here and all the automated messages say if it was placed before the 16th you would have it overnighted and it would be at your house by the 23rd. She had nothing to say when I told her that except they have a lot of orders. Then again she said when your order is ready we will ship it overnight but still couldn't tell me when it would be ready or guarantee a delivery date. All of my product was in stock so I really don't understand why it hadn't shipped. All the things on the website stating that if you place your order you will get it in two days is a bunch of **... I cancelled my order and am praying now that I get my money back. DO NOT BUY FROM COSTUME EXPRESS..

Review: We placed an order for a Halloween costume and paid for premium shipping. It was suppose to arrive the next day. When it did not arrive we checked the shipping status. UPS states it will arrive November 4th, it should have arrived October 29.

When I try to call them they do not answer their phones. I have tried to email and they do not respond to that either. They have charged our credit card and did not produce the product as promised. There are several complains that say the same thing elsewhere. This business should not bear the seal of the Revdex.com. It is a scam.Desired Settlement: I either want my order by October 31, 2015 or I want my money back. They are on track to ruin our Halloween.

Business

Response:

We do apologize that the customer will not receive the costume for Halloween. We have credited him full for the order. Premium deliveries can only ship to a physical address and because the system reads both lines of the shipping address and a PO Box # was listed in the second line it did not ship Premium delivery.

Consumer

Response:

Review: guaranteed on-time delivery is our promise to you that your domestic order will arrive by the delivery date indicated during checkout or your shipping is FREE (US only). "

I placed an order on 10/23, order #297550007.

When I placed the order I selected premium Sat. Delivery (guaranteed by Oct 24) for an additional $33.99 for shipping.

The order didn't arrive and still has not arrived. Your company has already charged my account for the costume and the shipping. I would like the shipping amount for the premium shipping charges reimbursed to my account today since you knowingly did not send a shipping confirmation until October 25, 2015 @ 1:58 AM. That is obviously past the 24th ARRIVAL day I was paying the additional shipping charge for the costume to arrive on the 24th.

I have called customer service three times and stayed on the phone for over 45 minutes, with no one answering.

Sincerely

K. [redacted]

Business

Response:

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.

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: On September 3, 2015 I made an online purchase from www.costumeexpress.com for six items. I was advised that one of the items was currently on pre-order and would not be available for another couple of weeks. As soon as that item was available, the entire order would ship. Over the next couple of weeks, I kept receiving e-mails stating the item on pre-order was getting pushed back another week, then another two weeks, etc. I called Costume Express and asked to have the item on pre-order removed so that the rest of my order could ship. The gentlemen I spoke with said he removed the item and that the rest of the order would ship the following day. I waited several days and even checked the status of my order on their website and my order still had not shipped. I checked my credit card that was used for payment, and it was charged the same day I made the phone call inquiry. I called again and was told by a different person that instead of cancelling one item from my order, they cancelled my entire order. I then asked for a refund and was told it would take five business days for my refund to appear. I waited over a week and my refund still was not given to me. I called again and was told that a supervisor was working on the problem and that they would get my refund to me immediately. They also said someone would be contacting me within the next 24 hours. No one has contacted me and I still have not received my refund. My order number is [redacted] and the amount I am owed is $61.05.Desired Settlement: I want a full refund of my purchase immediately.

Business

Response:

Tell us why here...We do apologize for the tardiness of the credit. We did apply the credit though our automated system on 9-17-2015. Upon rechecking it appears the credit request failed to process. We have credited the customer $61.05 and emailed a receipt of the credit to the customer.

Review: experience with buycostumes.com

Ok...I tried being nice. But it has gotten me nowhere. On the 5th, I ordered two costumes from buycostumes.com. They were guaranteed delivery a day ago. Beginning of the week I called because I had not received a shipping notice. It hadn't even left the warehouse! The rep promised a partial shipping refund. Which did happen. And couriered service. Which did not happen. Told me to call back if nothing changed. Nothing changed, called back. Asked for a manager. Got hung up on. Called back. (please keep in mind each call is at least half an hour wait time, often longer to get a rep). Explained the situation and said I wanted to speak with a manager. Rep refused, saying she wanted to try to help first. I told her I had had one rep who "helped" previously, and another that had hung up on me so I wanted to speak to a manager instead. Guess what? Another hang up. Finally (after another 30 minute wait) got a rep willing to help. He gave us his representative number (kirk-8920) so if more issues arose, we could call and ask for him. They said (yet again, and in a conference call with a manager) that the rest of my shipping charges would be refunded and that it would be sent courier yesterday and that they would email shipping info. Today....still no tracking number, no email notification of another refund. We call back. Another long wait. Get a rep. Husband gives previous reps number and gives scenario about how we are to ask for him. Rep now on the phone refuses to let him speak to another rep or a manager. Puts him on hold for 25 minutes. Comes back to say what we already know....STILL hasn't been shipped, no refund made. We can't talk to a manager, and they are making the same empty "promises" of the product being couriered out today.

At this point...I'm done being nice. They clearly do NOT care about their customers. Which is sad. In the past we have used buy costumes numerous times and it was always excellent quality, service, etc. Not sure what happened. BUT I tried being nice with them. Time and time again. Now today, we were also told it would be shipped and we wpuld be called back with a transaction number. Still nothing. Husband has also been in contact with "[redacted]" via instant chat. No help, just canned responses we have already received. My money was processed on the first day (them taking it) But it has taken two weeks for the product to even leave the warehouse?Desired Settlement: I want the items expedited immediately as promised, as well as the refunded shipping that was promised. I want an email with tracking number. If not delivered by early next week, (october 19-21) I want full refund and no shipping charges to me.

Business

Response:

Tell us why here...We apologize for not meeting the customer's expectations. There was an inventory error that delayed the order and we were only able to ship 1 of the 2 costumes she ordered. We have credited her in full and also shipped the costume we did have.

The least professional company I have ever dealt with. We have had a problem with shipping and the customer service was absolutely atrocious. When they weren't belligerent and rude, they had absolutely no knowledge of the company that supposedly employs them. I am absolutely disgusted with this company. We have a lot of products shipped to us every week and I have never dealt with one as terrible as this.

I ordered a costume on October 7th. On the website they said the costume was in stock and that they ship out the same day if you order before 4 pm. Later that day, I was sent a email saying the order was processing and I would get a tracking number as soon as it shipped. A week and a dozen spam emails later from this company, I still hadn't received a tracking number. I checked their website and it said my order was still processing. Alarmed, I sent an email via their out of date site. (Their website says they'll be closed for Good Friday, 2014...it's October 2015!) After sending me two more spam emails in reply, I finally got an email saying 'Oppsie! We had a warehouse problem and your order was shipped out October 13th and we don't have a tracking number for you.' I had a strong feeling I was being lied to so I sent another email threatening to report them to the Revdex.com if I didn't get a tracking number. Lo and Behold, they magically came up with a tracking number the next day and they definitely did lie to me when they said it was shipped out October 13th. According to UPS, it was shipped out yesterday, October 15th, the day it was a 100 percent guaranteed to arrive on my doorstep (according to their website and two real emails I received). As of today (October 16th) I'm still waiting on my order, hoping it's correct.
I was alarmed at all the negative reviews this company has (on this site and many others). I will never order anything from this company again. They don't update their website at all and openly deceive their customers. I wouldn't recommend this website (which goes under 3 or 4 different names, btw) to my worst enemy.

False advertising for "guarantee" delivery! It was not even shipped when it was supposed to be guarantee delivered the day before. When I called they said it was processing, even though I paid extra for a guarantee delivery date. Then they said they guarantee delivery before Halloween (which is still over 2 weeks away). I told him it was not for Halloween and that was why I needed it fast. Then I was told he would guarantee delivery by the end of the week, "he thought". "Guarantee" and "I think" do not go together. Very frustrating. I cancelled order and was refunded my money. Would never order from them again.

I ordered a product on 10/18 and paid for the express shipping for guaranteed delivery by 10/21. It is now 10/22 and the item still hasn't been processed for shipment. While on hold the recording stated orders after 10/16 would be on time, that obviously isn't the case. I spoke with two representatives, Trisha and Jun, that kept putting me on hold and couldn't tell me anything about my orders. After sitting on hold for more than an hour and them unable to give me answers the order is now cancelled and I have to order it from their competitor. Needless to say, I will never go back to costume express again!