BuySeasons, Inc.

Review: I initially purchased a goldilocks dress from this company for $52.99 and was eager to wear it for Halloween. Upon arrival however after trying it on the item was far too short and needed to be returned. The return policy is very unclear and I followed the links to print labels that were required to go inside the package. I then took the package to UPS and paid $11.07 for shipping. Seven days later I tracked the package and it showed as delivered. I called the company and spoke to a male whom did not speak right english and was informed it could take weeks to receive my refund and money back. When I found that out I was downright outraged and disappointed because it doesn't make sense that they can keep my money for that long but have the product. A few days later I was emailed by the company that a partial refund was going on my bankcard for a total of $40.99. That total is $12 less than the total I paid. Even if I take the $5 shipping off it would still be $7. I called the company to clarify why I was not being refunded the full amount and was informed that when I printed the label for the inside of the package it cost me $7. To me this is unfair practice, never was it explained that there would be any charge whatsoever. I spent over $18.00 in paying for shipping in total and for them to basically steal $7 from me is pitiful. The male I spoke to had no remorse, just kept explaining their policy and told me I should have called when I decided to return the product. Not once was it mentioned in any email from the company to call if I needed to return. Overall they were simply no help.Desired Settlement: I would like the $7 that the company says was deducted because of the label I printed refunded to my account. I feel it was wrongfully taken and never explained that I would not get a full refund.

Business

Response:

Tell us why here...We apologize for the misunderstanding. The return shipping label deduction was applied to her credit in error. We have refunded the $7.00 to resolve and complete her credit.

Review: In August 2015, I ordered 4 costumes for my children for Halloween. Orders #xxxxxx088 and xxxxxx086. Two of the items in order xxxxxx086 were presale items.. .one expected to be in-stock by 9/30 and the other by 10/6., with estimated delivery by 10/13. The first order (xxxxxx088) arrived in a timely manner, but when I opened the package, it was NOT the costume that I had ordered. I called the company, explained that I had received the incorrect costume in my package and they re-processed that order with #xxxxxx100. On or about 9/30, I "Live Chatted" with a customer service agent about the status of my order. They indicated that order xxxxxx086 would not ship until ALL pieces of the order arrived in. . .est. delivery by 10/13. Needing a costume sooner than that, I went ahead and ordered another costume to "get by with" until the real order arrived. I ordered #293330157 with expedited shipping with a guaranteed arrival by 10/2 (I needed the new costume on 10/3). On 10/1, I received notification that my order xxxxxx157 had JUST shipped and was still in WI. It sat in WI for several days and didn't arrive to my home until 10/8, nearly a week after it was promised to me. I called and complained and got my shipping refunded, but that doesn't really make up for not having the costume when it was needed. On Tuesday, 10/6 I "Live Chatted" with customer service again to see if my order number xxxxxx086 was now ready to ship. The agent advised me that the Presale items had not yet arrived. I asked to speak to a supervisor. . .the agent paused the live chat for a while and then came back and told me that INFACT, MY ORDER HAD ALL BEEN RECEIVED and would be shipping out THE NEXT DAY, THURSDAY 10/8. Concerned that packages are not being delivered timely, I asked what the estimated date of delivery would be. The customer service rep assured me that the package would indeed arrive by 10/13 and "not to worry" and that I would receive a shipping tracking number when it shipped the next day. I did not receive a tracking number on 10/8 so, today, 10/9, I went online to check the status of my order again. The website indicated that all the items had not yet been received and/or the order prepared for shipment. Once again, I "live chatted" with an agent. she told me that the elements of my order had not yet been received in. . .so the package was not ready for shipment. When I explained to her that I had just confirmed with a second agent two days prior, who told me the order was already in and scheduled for delivery as of 10/8. . .WHY WAS SHE NOW TELLING ME THE OPPOSITE? Again, I asked to speak to a Supervisor. This agent paused the live chat for a while and then returned and told me something completely different. NOW, SHE SAID THAT THE ELEMENTS OF MY ORDER WERE RECEIVED, BUT I NEEDED TO UPDATE MY CREDIT CARD INFORMATION IN ORDER TO COMPLETE THE ORDER AND GET THE ITEMS SHIPPED. When I asked her why someone didn't just get this information earlier so that we could take care of this sooner, she told me that I need to call Customer Service. WHILE STAYING ON LIVE CHAT, I picked up my cell phone and simultaneously called the 800#. I explained that I was told that I needed to update my card information in order to get my costume order processed. The agent looked me up, and then told me that THE ELEMENTS OF MY ORDER HAD NOT YET ARRIVED AND THERE WAS NOT(!!!!) EVEN AN ESTIMATED DATE OF WHEN THEY SHOULD BE RECEIVED INTO BUY SEASONS! I told her that I was on the other line with Live Chat and they told me something completely different. . .and the agent two days ago gave me another story. . .and although it was not her fault, I wanted to speak to a supervisor. She insisted that the order was not available for shipment, and unfortunately, she couldn't guarantee that it would even get to me before Halloween. Again, I asked the customer service rep for a supervisor and the live chat rep for a supervisor (so I could stop getting all these conflicting stories). Ultimately, the Customer Service rep placed me on hold for a few minutes, then came back and said that "MY ORDER WAS ALL RECEIVED AND AVAILABLE FOR SHIPMENT, BUT SHE NEEDED ME TO UPDATE MY CREDIT CARD INFORMATION. Even after repeated requests (at least 4 times) no one would allow me to speak to a supervisor. I disconnected my live-chat conversation and the Customer Service Rep on the phone processed the payment for the costumes while I waited. She told me that the estimated delivery date was 10/22!!!! Nearly 10 days after I was originally promised to receive it! I am not even sure that the order will arrive on time for 10/22, because none of the other two orders arrived on their due dates. Both were a week or more late in delivery. This is completely ridiculous! I placed three orders with this company and ALL THREE OF MINE were problematic and riddled with delivery and customer service issues. The fact that NONE of the representatives could even maintain a consistent story or find the information I needed or would even provide me with a supervisor to assist me, makes the problem 10 times worse. I don't know what is going on with CostumeExpress.com/BuyCostumes. . . .but this is the worst service I have ever received from any company in my entire life. How could a company be this incompetent?Desired Settlement: refund of all shipping charges

Consumer

Response:

Restitution: refund of all shipping charges

Business

Response:

Tell us why here...We apologize for the confusion and conflicting information received in regard to the Presell order. The delivery dates on those orders are estimates because we are relying on the manufacturer getting the product to us. We did ship the Presell order with over night shipping so it was received by the estimated delivery date. On the order ending in 0157 the customer is correct we did get it to her late. We have credited in full on that order. She has also been crediting shipping on all of her orders.

We also apologize if the customer was not transferred to a supervisor when requested. We do encourage our customer service representatives to resolve issues and it appears from case notes on the different orders that the representative felt they have assisted the customer.

Review: I purchased a product from BirthdayExpress via [redacted]. The item was listed as 24ct for $6.79 sold by BirthdayExpress. The package arrived and it was a 4ct. I contacted the number on the invoice (listed as Celebrate Express [redacted]. I forwarded documentation and confirmation of my order via email. They received the documentation. Admitted there was an error and refused to honor the original listing.Desired Settlement: I am seeking $36.94 which is the amount I paid to another seller for expedited shipping of 20 additional units.

Business

Response:

One of our Senior Customer Service Representatives, Monica, reached out to the [redacted], on the day of the complaint and credited back $20.76, the full amount of [redacted]'s order. [redacted] indicated that she was satisfied with this resolution

Review: I ordered 2 costumes and tights on 10/25/15 with the understanding on website that if I paid for premium shipping I would receive item on 10/27/15. When I did not receive an email stating that my item has shipped on 10/27/15 I proceeded to contact the company and inquire on why my items have not shipped. I was told on that phone call that they would refund me the shipping and get with the warehouse to find out why it hasnt shipped. I was told that I would receive a phone call back notifying me of when my item would ship by the end of day. when I did not receive phone call next day I called back and was told the items would ship that day guarentee. On 10/29/15 I still have not received a phone call or notification that my items will ship out. I have called 3 times waited over 45 mins on hold just to continue to be told that my items will be shipped. My kids do not have halloween costumes because this company has failed to ship my items or even notify me if an item is not available. I was told that my shipping would be returned but I have not reveived any credit to my bank account. I have been told many times that this has been escalated to a supervisor with no resolution. My kids halloween is ruined as it is to late to get costumes from another source.Desired Settlement: I want a full refund. In addition, I would like the costumes that were ordered so that my kids are able to at least play dress up since they were not able to do so on halloween.

Business

Response:

We do apologize for the inconvenience. We did cancel the order on the 29 when we believe she felt that we would not get the order to her and she would be out the funds. We have credited her and full and shipped the costumes for her children. The only item that was not available were the white tights, but the costumes will be there Saturday by noon.

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.] Thank you for correcting the issue.

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 was supposed to receive a full refund for my order as they sent me the wrong order. The order they had sent me belonged to a fellow who lives in BC, I live in Central Newfoundland.

After calling them to inform them of their error, I was promised a replacement order via express shipping. 7 days pass and I contact them again, because the order number given brought up no information on their website. I call them to inquire further and I am told that my order was cancelled the same day it was made as the replacement service was not offered to Canadians. No effort was made to inform me of this. Now I'm owed a refund. So far they have refunded part of my order in the amounts of 43.99 and 7.04.

I am owed a further 88.91.

I will avoid this company in the future, and tell others to do so as well.Desired Settlement: A full refund, and to never have to deal with this company again.

Business

Response:

Tell us why here...We do apologize for the error. Once the customer notified us of an incorrect shipment credit should have been applied because we cannot ship replacements to Canada. Once this was realized we did credit the customer the balance of his order so full credit has been 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,

Ordered 2 costumes and an accessory on 10-22-15. Paid extra to have delivered on 10-29-15. Order was needed on 10-30-15. Card was billed 10-22-15 for the full amount. As of 10-28-15 order was still being processed, so called customer service. Waited on hold for 30 min. Was told my order had not been shipped yet, they would refund my shipping and overnight it the next day to arrive on 10-30-15. Checked the morning of 10-30 and there was a tracking number, but when I checked on the UPS site it was listed as invalid. Also, only one costume and accessory was being sent, as by the time they got around to shipping the other was not available anymore. They had taken off the cost of the second costume, but my shipping was still being charged. Called and waited on hold for 40 min. Said my order was still on the truck and should be received by 10-31-15. Promised again they would refund my shipping. As of the eve of 10-30-15 tracking number is still not valid meaning it hasn't been shipped. Not expecting it to get here on time. Also have not been credited for shipping or extra costume. Website still advertising (falsely) they can do Halloween delivery as of 10-30. If they can't get my costume(s) ordered over a week ago by Halloween there is no way they would be able to promise others next day. I feel sorry for people who have ordered in the last few days paying and thinking it will actually arrive. Reading MANY more of the same complaints from others. Hire extra people if you need, but you are a COSTUME store and it is HALLOWEEN. How could you not expect to be busy??? I will never order from here again and advise all others not to either.

Horrible company with awful, incompetent customer service and supervisory staff. Buy costumes is the subsidiary company and I placed an order on 10/14, with guaranteed delivery by 10/22. On 10/23 (past the guaranteed date) I called and waited on hold for 42 minutes only to be told my order had not been processed. I went through 2 supervisors asking for overnight delivery of my items, and eventually ask for a FULL refund as they could not, or rather would not, expedite my order. It took FOUR further calls to get my money back. This has to be the most unorganized shambles of a business I have ever dealt with. Their "guarantees" are a total fraud and I would never again do business with them or any sister companies they own.

Review: I ordered a lots of supplies for my upcoming daughter b-day party. The company claims to have a guaranteed delivery which back then when I purchased the items stated to be march 6,2015. I did wait all morning and afternoon but nothing arrives, I called the company to check the status of my order, It took about 2 hours to get someone on the phone, After speaking with a representative she said my order was still in the warehouse, She said they will overnight it but no guarantees of delivery, As I mention to her my daughters b-day party is on march sunday 8, 2015.... so I told her I need I needed it by tomorrow but once again she couldn't assure the items will be deliver. So I cancelled the order and requested for immediately reimburse of my money..... I told her I need it my money right away to be able to get supplies for my daughters b day party this sunday. They did not give me my money. The lack of professionalism and irresponsibility from this kind of company without any notification regarding status of orders is not acceptable.

I can not explain my frustration with this matterDesired Settlement: I want an explanation of what and why happen......

Business

Response:

The credit of $98.07 was processed in our system at 11:43 PM on March 6, 2015. The requested credit was issued prior to this complaint

I have had a horrible experience with Costumes Express. I placed an order on 9/17 for two costumes. One which was a pre-order, not in stock. It was the Indominus T-Rex costume and as expected with the dinosaur craze post Jurassic World movie I was not too surprised by the wait for this costume. The costume was supposed to be in the first week of October. That came and went and the order delayed. I phoned and spoke to CS rep assuring me I would have the costume by 10/28. When I noticed they did not ship in time to possibly receive by 10/28 I phoned again. This time they assure me I will receive it before Halloween. In the meantime I receive emails that the other costume I ordered that was in stock, the accessories were now not available and taken off my order. How could this be? Didn’t I order and reserve those items that were in stock back on 9/17. Did they give them away to another customer, unreal? So I had to scramble to find another costume for my 6 year old to wear to his halloween party because the dinosaur costume would not be at our house til that afternoon. Excitingly a shipment finally arrives at our doorstep. Two costumes inside, my older boys Gladiator costume ..without the sword and shield which we would now be running out to find because they took off those accessories and the other costume NOT Indominus T-Rex Dinosaur but rather a HULK costume. Seriously?... Packing list clearly stating we should have a Dinosaur costume inside the box. Honest to god, I believe CS reps were lieing each and every time I was on phone with them. Now, my 6 year old in tears and we were without his long awaited costume ordered mid September. Couldn’t someone notify us sooner that it was unrealistic to even think we would receive this and give us the chance to find a decent costume sooner than the night before Halloween. I am appalled at how this company has done business. Never mind each time you call (and I have called 4-5 times) you wait 20-30 minutes to even get someone on the line. Today I now have to call because I have not received any email from them promising me they were going to refund my $$ for the costume we didn’t receive and take 50% off the one we did receive. Just absolutely HORRIBLE. How this company has an A+ rating on Revdex.com is beyond me ... sounds like many are having the same experience. Sad... will never ever deal with this company again.

I have used this company before but never again. I placed an order Oct. 5, 2015. today is Oct. 20 and I still had not received my order. It was promised Oct. 13 and it still was not packaged. They tried to make up for it by refunding my $5 for shipping "OK." But the time I have lost now finding another costume, I can not get back. This is the 1st year we dress up as a family since prior years our son was terminally ill. They are not understanding or honest about when the merchandise will be packaged and shipped. They lost my business forever.

Review: After repeated phone calls, waiting on hold for over 15 minutes at a time (5 different times on the same phone call), you cannot assure me that the order we placed on 9/29 will be delivered by October 31st. (1 month!) for Halloween. I REPEATEDLY asked to speak to a Manager and was denied. The customer service man wasn't listening and couldn't assure any delivery. In addition, he would not ship out the item that shows "In Stock" on my invoice and also shows that it's guaranteed by Oct. 12th. He was not listening to my requests, doing anything that I asked him to do. Even after asking him to cancel my entire order due to incompetence and lack of customer services, he STILL would NOT accommodate my request and couldn't confirm that my order would be cancelled and my credit card not charged. He couldn't confirm delivery, shipment, cancellation...anything. As I am filing this complaint, I am still on hold after 1-hour without any result / resolution.Desired Settlement: I am requesting the delivery of the ordered items IMMEDIATELY and a letter of apology from the company for all of the inconvenience and extremely poor customer service, which has now caused me to miss a day of work.

Business

Response:

Tell us why here...We are sorry we did not meet your expectations in regard to our customer service. We do see the order was cancelled on 10/12/15 per customer request. We have reached out to the customer and will be happy to ship these costumes to her if she would still like them. SHe will also be receiving a correspondce from the company as requested.

Review: This company guarantees shipping times on their website but do not inform customers prior to ordering of back logs and other known delays and then charge for shipping and refuse to cancel orders when product takes 4 business days to leave facility.Desired Settlement: Complete refund including shipping charges both ways and no restocking fee. Product will remain unopened.

Business

Response:

We do see that the expected delivery on this package is after Halloween. None of out international deliveries are "guaranteed" and that is posted on the website. We also spoke with this customer before it shipped and explained that we could not guarantee it by the weekend but he wanted it shipped anyway. We have credited the customer in full and he does not have to return the costume.

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,

I ordered 2 costumes on 19 October. My guarantee delivery date was 26 Oct. Today (27 Oct), a portion of one costume arrived. I have emailed the company 3 times, attempted 5 live chat sessions and called countless times, only to be hung up on before someone actually gets on the phone to help me. Costume express charged me the full price of my order on 19 October. It is now the night of the 27th and I have heart broken kids. I would advise you to avoid this company

I have never had such a horrible experience with a business before. I'm still angry days later. They sent me the wrong size of costume which should have been as easy fix for them. I did a live chat and was told that they aren't "obligated to order me the correct size." Along with other inappropriate responses which really didn't fit to the conversation. I felt like they were responding to others at the same time and I did not have their attention. They did an RMA and said that I would have to order it again from my end which would result in me paying much more for it since I had ordered several items due to a discount for so many things plus another shipping charge. I asked if they had them in stock and was told yes. I looked online and saw that they did have them in stock. I have never been treated like this and I was so angry. I called them and was helped by another person who assured me that I would receive the costume in time and that indeed they had them in stock. She ordered it for me and sent me a confirmation. A day or so later I received another email telling me they were sorry but they couldn't ship it to me and they were out of stock. NEVER again will I order from this company. Plus they won't refund my money until they receive the wrong size back. Since it was their mistake, they should have refunded me right away.
I will be telling everyone who will listed to stay away from them. Extremely poor customer service.

I ordered party favors for my son's birthday with a guaranteed delivery date of 2/25/2015. I called the company on 2/26/15 and was told that my order had not even shipped yet. I was hopeful that it would still arrive by party time after receiving this email on Friday 2/27/15.
Dear Valued Customer,
We installed a new Warehouse Management System on Sunday, February 22nd. In the long term, this change will insure that every customer order is shipped the day it is placed and that it is 100% accurate. Unfortunately, there were some unexpected configuration issues that our warehouse team faced upon implementing the new system.
Unfortunately, because of the ongoing updates to this system, we do not have a completely accurate estimate of when your order may ship. Once your order is ready to ship, we will upgrade the shipping on your past due order at our cost, getting it in-home as soon as possible. We will also refund your original shipping costs in full.
We understand every one of our orders is for a special event. We truly apologize for the unexpected delay with your order. Most of all we regret that we failed to live up to your expectations this time. We do value your business and hope you will give us another opportunity. Please contact our customer service team at 800-424-7843 if we can be of further service.
Sincerely, [redacted] But my order never did ship. They cancelled it later in the day on 2/27/15. The lack of communication is inexcusable. I shouldn't have to call to inquire about the status of an order the day after a guaranteed delivery date. An email from the company should have gone out immediately when they realized there was a problem-not 5 days later. That left me without any time to replace the items I had ordered. I will never use this company again.

Review: I tried to buy something on their site (buycostumes.com) and all the reviews seem genuine (especially since a lot of them are critical about the length of costume, etc) but when I submitted payment, for some reason it failed. The first time I tried, they released my funds and I got them back the morning after. The 2nd time that my card didn't try, they did not return my funds. After contacting over 4 times in the last 3 months, I have still not gotten my $39.40 back. They claim it was my bank but I called my bank and they investigated for a whole month and the problem was not with them.Desired Settlement: My $39.40 that was not returned to me. I'm sure it was just a computer glitch or something but I need that money back since I never got products worth the money I've lost or anything.

Business

Response:

[redacted] contacted the customer and discussed the

issue:

BuyCostumes.com did not receive any funds. There was authorization

on the account but no funds were received.

[redacted] and our [redacted] both thoroughly reviewed records

through [redacted] (credit card processor) and those records

detail that there were no actual charges only an authorization that should have

"fallen off"

[redacted] attempted a 3 way call with the customer and her bank but the

CSR at the bank refused to do a 3 way call. The bank's representative

indicated they did not see a second charge and would do an

investigation

We are sorry for any confusion that has taken place. Clearly

the customer has been frustrated in trying to get everything explained to

her both by us and by her bank. We are truly sorry for the time and frustration

she has spent getting answers. However, since we did not receive any funds there

is nothing to credit back to the customer. [redacted] did a final follow up

call with the customer to verify that everything had been

explained correctly and that she would be following up with her

bank. We certainly hope we will be able to do business with the customer

in the future.

Review: I ordered a costume that was guaranteed, with payment of extra shipping costs, to be delivered on Friday 10/24/15. The item wasn't even shipped until Saturday morning, which was the date the costume was needed. It was not received until Monday 10/26/15 at 7 pm. I had been trying to reach the company via e-mail and phone since the Thursday before (10/23). The hold times were over 30 minutes and I hung up, there was an option to press 1 to hold your place in line and receive a call back. That option never worked. I called the customer line four or five different times with no success. I also e-mailed twice between Friday and Monday. I finally received an email back on Friday 10/30 stating they will refund my card the $13.99 shipping cost since it wasn't received when guaranteed that the approval takes 1-2 days and the refund would show up 3-5 days after that. It has now been 12 days, and nothing has been received on my card. I have tried to e-mail them again regarding it on 11/9/15, with no answer. I also requested a return number and mailed the return off on Tuesday 11/10/15, with a tracking number, so I am interested to see if I will ever see my money back for the shipping or for the price of the costume. I am filing a complaint as their costumer service is horrible as is their delivery, return, and refund processes. I have sent another e-mail today, 11/12, through their website to see if I can get some kind of answer. I will also be continuing to call them. I am filing a complaint so no one else has to deal with these same issues.Desired Settlement: I would like to be refunded what I was promised. I also requested that they refund me the cost to return the costume since it wasn't here and was of no use to me once it finally was. But I was told they would not do that. The return cost me $10.17 to return it with a tracking number, which they stated was highly recommended because they would not be responsible if it was lost in transit. If that would be added, great, otherwise as long as the full cost of what I paid for the costume plus the expedited shipping would actually be refunded, I would greatly appreciate that.

Business

Response:

We apologize that the order was late. We did check to see why and per UPS tracking there was a mechanical failure that delayed the order. We have credited the customer in full to resolve.

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 ordered merchandise from this company and paid additional for expedited delivery. I never received any of the merchandise and cannot locate anyone at the company. I've called numerous times and emailed them. Their phones do not work nor has anyone replied to my email, but they did charge my credit card. I am concerned this company doesn't actually exist, or is used for identity theft purposes.Desired Settlement: Billing reimbursement and warning to future customers.

Business

Response:

We do apologize that the order did not ship in time to meet this customer's promise date. We have credited the customer in full for the order and if she would ever like to place another order with us we are offering her a 40% discount on a future order up to $150.00 and free standard shipping.

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 on October 14, 2015, and now it is October 26, 2015. I was suppose to received my item on October 22, 2015, yet I have not received anything. I called and also emailed this business several times but they fail to answer phone calls and respond to emails. I also filed a complaint with UPS and they say they supposedly dropped off my item on my front door. It is not true I was home all day on Thursday, October 22, 2015 and I did not see a UPS truck pass by nor was an item placed on my front door. All I'm asking for is to be able to get a refund as soon as possible to be able to buy my little sister her costume. I was so sure this place was going to deliver the costume on time but as you can see this place does not answer my phone calls nor do they email people back. I have called several times and there voice machines have me on hold for like 10 minutes. They have bad customer service.Desired Settlement: I would like to get a full refund for my purchase on October 14, 2015 because I did not and have not received the costume till this day. October 31, 2015 is around the corner and my little sisters costume is not yet delivered.

Business

Response:

We apologize that the customer had trouble reaching us, because of the time of year call volumes have been very high. We did ship her order on 10/19/2015, and per UPS tracking it was delivered 10/22/2015. ONce the customer notified us that she did not receive the package we initiated a trace investigation with UPS. We have also credited her in full for her order.

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: Birthday Expressed advertised a $50 restaurant card with purchase on Wednesday, September 10, 2014. I have never received this advertised promotion despite 5 or 6 emails with customer service. I was told to wait 24 hours to receive the card or look in my spam or from dine.restaurant.com. All to no avail. I have run out of patience with this run around. I need your help in achieving a resolution and also preventing any further false advertising. They also advertise free shipping on orders over $75, but certain items are not included which is not specified. THANK YOU.Desired Settlement: Would like the e card or $50 off my order and stop these practices.

Business

Response:

The customer was absolutely right to be frustrated about the delay in receiving the Restaurant.com gift card. I have left her a voice mail letting her know we are refunding her the value of the gift card and $25 more because of the time she had to spend getting this resolved. That credit is being issued today. This is not the way we normally take care of customers and I truly apologize to Ms. [redacted]. This was our first time with a partnership with Restaurant.com and fortunately we have not heard of any other issues. I am reaching out to our technology (IT) team to make sure we understand exactly what went wrong in this case so it does not occur with future orders. I provided Ms. [redacted] with my phone number and extension so that she can contact me directly with any additional questions.We have an excellent reputation for customer service, but clearly failed to live up to our standards in this case. Again, I personally apologize that we failed and thank Ms. [redacted] for bringing this to my attention. I certainly hope she will give us another opportunity in the future. [redacted]

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.