BuySeasons, Inc.

I placed my order for a costume on 10/19 at 9:05am that I needed on 10/24 for a halloween party. When placing my order it was advertised that the company would GUARENTEE delivery by 10/21 if I paid $13.99 for express shipping. I thought it sounded perfect so I placed my order. Tuesday came around and I used my order number to go to the website and track where my package was- thinking since it would be here wednesday maybe it was on its way. WRONG. When I went to the UPS site the status of the package was "Order processed: Ready for UPS". According to UPS that status means they "have received electronic transmission of the shipment details and billing information. Once the shipment is moving within the UPS network, the tracking status will be updated." This means UPS does not physically have the package only the label is made. So After I sent an email on tuesday and had no reply I was worried. Wednesday came by with no package-or update to the tracking. I spent hours Thursday trying to reach them via e-mail, phone and FB messenger. I sat on the phone for 25 minutes on hold once then 45 minutes the second time. All to be told my shipping will be refunded and I will get my package monday 10/26. Here it is monday and no update to tracking and no package. I'm exhausted with this company. I asked for a full refund and an email stating I would receive a refund. None of which has happened, except they told me through FB they would refund my money. I guess I will wait and see how long this takes. Meanwhile I will still have to go buy a costume in stores for double the price.

I placed my order with Costume Express on October 8th. The website said that items in stock, which mine was, would ship same day by 4:00. The order confirmation I received said the order has guaranteed delivery by October 16th for $5.00. On October 13th I still had not received a shipping confirmation so I called the customer service number and they assured me yet again that I would have the order by October 16th, which I needed for trunk or treat that evening. On October 16th I still had not received and when I called again they told me that my order would not ship until Tuesday, October 20th. I asked them to cancel my order since it would not be here by the promised time. They could not give me an immediate cancellation number and I do not know how long this will take to receive. In addition, I had to make a last minute trip to the store for costumes for this evening and ended up spending $30 more for the costumes because I lost all coupons that I would've received online since I need them for tonight. Overall, a very unpleasant experience and I would not recommend them to anyone. My kids are also very upset because we looked at the costumes together online and they picked exactly what they wanted to be. Since we do not have time to order them for tonight, they are now stuck with something they didn't really want at a much higher price. Hopefully I do not have to come back and post another negative response in a few days if I'm still trying to get my credit back for the charges.

Review: I ordered 2 costumes on 10-14 with guaranteed delivery by 10-22. The order didn't arrive and I never received tracking information so I have called this company many times only to sit on hold 30-45 mins no one ever picks up. Their recorded message stated orders placed by 10-16 were delayed but would be shipped 10-22 with overnight delivery service. This didn't happen either. Again I have called and emailed and have not received any communication. After visiting their Facebook page today I see hundreds of similar complaints. I ask my order be canceled and refunded and I will move on.Desired Settlement: Refund please with no restocking fees

Business

Response:

Tell us why here...We apologze for the shipping delays and not meeting out delivery guarantee. We did cancel the order as requested and have credited the customer in full $132.47

I ordered a product that is specifically advertised on the website as "pink cowgirl lunch napkins" and I received green napkins. I contacted the company and while they refunded the product price they refused to refund the shipping charges of $9. I dont see why I should pay for their false advertising and a product I dont want. On top of it all the customer service and how it was handled was awful. I want to warn other customers about the site and to use caution when ordering as you may not get what you ordered and they wont refund all your money.

Review: I placed an order on 10/1/15 for Halloween costumes and was promised delivery by 10/19/15. I live chatted with someone last week who told me my order was ready to be shipped however when I check my order status it still says "processing." I have emailed them 3 times and tried to get through to customer service but was on hold for 20 minutes. None of my emails have been responded to, finally I requested my order be cancelled and issued a full refund.Desired Settlement: I want a full refund

Business

Response:

Tell us why here...We apologize if we did not meet the customer's expectations. One of the items on the order was a Presell item so the delivery date is an estimated date. The order did ship on 10-22-15 and was delivered today 10-23-15. We also provided an additional 10% discount on the order for her inconvenience.

Business

Response:

We do apologize for not meeting the customer's expectations. Per the case notes and correspondence from the customer the request to cancel the order came after the order had shipped. Presell orders do not have a guarantee date and the order conformation contains this information. We did ship the order and it was delivered to the customer, we have also credited her in full, and emailed her a receipt. We again apologize for the disappointment with us. The customer can keep the costumes and or donate them but does not have to return them.

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,

Orders placed were not fulfilled and no communication provided. Credit card was charged even though order never shipped. Each phone call to customer service entailed a 20+ minute wait. They did process a refund for me once I was able to speak with someone, but not before multiple phone calls, emails, attempts at live chat, etc. One representative said to me herself that "we over-promised and under-delivered."

Review: This company is guilty of poor customer service. They are also guilty of false advertising. They advertise guaranteed delivery by a certain date and failed to deliver. After multiple calls, and hours on hold, I was told to cancel my order as it was still being processed in the warehouse and would not arrive by Halloween even thought the website states that all of the items I ordered are in-stock and ready to ship. As of today they are still advertising guaranteed delivery by Halloween.

Business

Response:

We do apologize that the promise date on this order was missed. We did credit the customer for shipping because it was late, and the order was delivered today. We do advertise a promise date for our orders and the vast majority of orders are delivered on or before the promise date, but again we do apologize that this order was late.

Review: I placed an order with this company for a full set of party supplies for my daughter's 10th birthday. We placed the order with Party Express because the "Mermaids Under the Sea" themed items can not be found in-store, only online. I placed the order and paid for expedited shipping on the items, which guaranteed them before noon on the 13th, for our party that was on the 14th.

After placing the order I received a confirmation email, but in the next couple of days noticed that I never received shipping confirmation. This is when I started contacting customer service, asking if my order had been shipped and for the tracking number. Two different representatives said it had been shipped, via UPS and they would email the number. I never received an email from anyone at the company, except for the automated order confirmation that was sent initially. This includes an email that manager "[redacted]" (we had SEVERE communication issues and could barely understand what he was saying) said was sent confirming my refund - no email and no refund.

(note - this is not some technical issue with my email, all of my other electronic correspondences are working as they should be)

The day before the party, I received a package with 8 cups inside of it. I made a third phone call and the rep immediately told me she could clearly see that only part of the order had been shipped, which would have been the same info that the two previous reps had and had not given. The rest of our order STILL has not arrived, and my party was yesterday.

I don't know if you've ever thrown a child's birthday party, but it is an undertaking. Finding out 16 hours before that you need to go locate all of the supplies, dishes and decorations that aren't going to arrive as scheduled (that you've coordinated a $150 cake/cookie order with), is a HUGE ordeal. We did so, using solid colored plates and no mermaids as planned, by utilizing minimal stock from several different Party City locations. Inconvenient is an understatement.

To date, I still have not received a refund, or the remaining items. I want my funds returned immediately. I am currently out of the money for the cost of TWO birthday parties. We are fortunate enough to be able to handle such a situation, but if this had been 4 or 5 years ago that would not be the case. Please advise.Desired Settlement: Refund, immediately. Additional compensation for wasting my time for numerous phone calls and multiple trips to other stores.

Business

Response:

The full credit of $66.94 that was requested has been issued

Consumer

Response:

Review: I placed a order with Birthday Express on February 18, 2015, order # [redacted], ONE MONTH AGO TODAY and still I HAVE NOT RECEIVED THIS. I was guaranteed delivery February 27, 2015. When this order did not show tracking details two day prior I began calling, I was unable to get anyone on the phone, I requested a call back over and over thought the system that states someone will call back, and never received a call back, I made several inquires at least 15 on your site, thru Facebook with no responses, upon holding for over one hour each time, I finally received a live person and spoke to both Shika who stated that I will get this order on TUES 3/3 and they will refund my shipping, when the order did not arrive I spend countless times calling back to finally get Jessica on the phone who said that I will get my order on FRI 3/6, I even got a automated call to confirm that Friday 3/6 date, this order did not come on FRIDAY, I then reached [redacted] who I since this date 3/6 have exchanged countless emails about this situation. Today being one month and countless hours of my time on the phone (constantly holding and being disconnected may I add) spoke to [redacted] as well as [redacted] who stated they are both supervisors my call with [redacted] I spent a total time of 42 minutes on hold, he then had [redacted] pick up making my call time a total of 1:24 minutes to be told by her they do not know when I will get my order, it has not been shipped they have thousands of back orders and they cannot give me a time line, I am so incredibly disappointed that it is exactly ONE MONTH since my order date and I have received such a "run around", I have wasted so much of my time and energy and have a incredibly disappointed child who spent the time to personally pick out off of this items from decorations to party favors to paper good and every detail of her party that we ordered printed invitations to match the theme are not coming in time for her event. ONE MONTH SHOULD BE PLENTY OF TIME! I was lied to by your representatives, I have been on hold for eternity then to be hung up on more times than I can count, I have been treated with short attitudes as if I am bothering your staff, you are in the business that is time sensitive for events and ONE MONTH far succeeds an ample time limit to expect a delivery. I should not have spent ANY TIME on the phone, I should not have to spend countless hours holding to be hung up on, mistreated in every aspect, and all I was asking for was my purchase! I was not even asking for it in a timely manner being your GUARANTEED delivery date was February 27, 2015 and today is MARCH 18, 2015, again ONE MONTH after the date I ordered it!!!! I am so disappointed on so many levels and now have to disappoint a child on her one special day. I hope none of your customers have to disappoint there children and waste a month of there time, there hard earned money to still today after hours have NO resolution!!!! This situation is just absurd and I feel foolish at the very least that I spend so much of my hard earned money, my valuable time and my energy being upset by this. I have never been so disappointed in a retailer.Desired Settlement: My resolution request was to get my products as promised a month ago, its incredibly sad to me that I had to bring it to this point to make a formal complaint and never in my life have done this and only am doing this because to disappoint my child breaks my heart and I do not want another parent in my position that they have to disappoint there child on the birthday of all days, I gave more time and energy to this then anyone would to be treated as if I am bothering the staff at this location, that I am so upset by this matter and hope this is worked out so other people will not feel the disappointment of having there event for there child ruined as mine was. As a very hard working parent my time is very valuable and the countless hours I have spend and my hard earned money that was spend will not replaced and I am left with a sad child, a bill for the invitations I had printed to match, NO MERCHANDISE that was paid close to $100.00 for!

Business

Response:

Customer has received a full credit, in additiona lto a partial order. We apologize for the inconvenience and hope this resolution satisfies the customer

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.

I placed an order for my son and fiancee on Oct. 15, promised that I would receive the costumes on Oct. 22. When I did not received a tracking number from them, I called on Oct. 21 and was told that my order was not shipped yet and they would expidite the shipping for free and I would receive costumes on Oct. 27. I received an email from this company that they did not have one of the costumes in stock (when I placed the order it was in stock). I was calling this company back and forth and all of them (Erica, Oscar, J.J., June, Shelia and more- yes, I am naming names!) act like they didn't care and very unapologetic! They kept telling me lies upon lies. I asked June what was the tracking number for my son's costume and she gave it to me, told me it was from UPS. I called UPS, and I was told they do not have my information in the system!!! At this point, I was so disgusted that I called them again and told them I want my order cancelled, and their business [redacted]! I spoke to Shelia at that time and told her I want my money back and I want that in writing while I was on the phone with her. She told me the email was sent (she lied, the email was never sent!) On Oct. 25, I received another email stating that the order was shipped. I called again and asked to speak to the manager, who at the time was Erica. I told her I do not want the order anymore and I want my full refund of $84.09. I told her that Shelia was suppose to email me stating I am getting my refund and never did, so Erica had someone from customer service to send me that email. This was the worst experience ever!!! I will never deal with your company again!!!!

Review: I ordered a costume on 10/26/15 for my child with delivery being promised before Halloween. my bank account was charged $39.99 by the company. Costume was never delivered at all, child was in tears, I called and e-mailed numerous times asking for my money back and they agreed that they were at fault for failure to meet delivery date as promised, but still have no refunded me my money.Desired Settlement: Refund.

Business

Response:

We do apologize for the inconvenience. The customer is correct the order did not ship properly and was ultimately cancelled. We did credit in full $39.99 and have emailed the credit receipt to the customer.

Review: My guaranteed delivery date of 10/27/2015 was not met, no shipping information was sent, no customer service line provided on the website or order confirmation page was responsive (LIVE CHAT, Phone number, or Email). I never/still haven't received items weeks after ordering and demand a refund but can't even get in contact with this organization/company.Desired Settlement: Full refund on my order that was never received.

Business

Response:

We do apologize that the customer was having trouble reaching us, due to season the call/chat/email volumes were very high. We do show the package shipped and was delivered by UPS on 10/21/2015 @ 1:15 pm. The package was also signed for by Bob at the delivery address, UPS tracking # [redacted]. Due to the fact that the customer was not able to reach us to find this out we have gone ahead and given her a courtesy credit for her order. She does not have to return the package if/when she finds out what may have happened to the package, possibly Bob forgot to tell her it had arrived.

I ordered a costume from this business's website on October 5 with a guaranteed delivery date of October 12. Lo' and behold, it's October 13 and the order status is "Processing". I called "costumer service" and after spending 20 minutes on hold the call taker made her supervisor aware of the status of my order and I was promised prompt shipment of the items. I was also informed that the reason it hasn't shipped yet is because the items were not in stock when I ordered them even though the website prominently said "in stock and ready to ship"?! This business falsely advertises; I believe, posts fake reviews on their website (under the Customer Certified link); and has no intentions of sending orders on time. Buyer beware! I wish I had read the real reviews before giving them my money.

Review: Order [redacted] was placed via Internet on 9/10/15 at which time it was guaranteed delivery for 10/5/15.

On 9/18/15 an email was received from costume express estimating that item would be delivered by 10/9/15.

On 10/6/15 I received an email from [redacted] doing business on behalf of Costume Express stating that the order would ship 10/24/15. I immediately called customer service at costume express that day. The gentleman I spoke to ensured that I would receive the item by 10/13/15. The customer service representative indicated that he would email me confirmation of our conversation and deliver date. I never received the item or email as promised.

Today, 10/14/15 I emailed customer service stating how unhappy I am with the lack off follow through and that I would like to receive free shipping and a discount on the item due to the continual inconvenience they have caused. I received an email back from customer service ([redacted]) at costume express stating that my order was being prepared to be shipped out and never addressed covering shipping or discount.

I am highly disappointed with the continued runaround and expect better customer service. This item has to be to my house by 10/19/15. I think it is only good customer service to provide complimentary shipping and item discount.

All documentation regarding facts listed above can be provided.Desired Settlement: Complimentary shipping to ensure it is to my home by 10/19/15 and overall item discount.

Review: I placed an order on October 10, 2015, I chose regular shipping which it guaranteed to have the order to be by the 19th of October.. On the Website they said they had the 2 items I ordered in stock.. I call on the 20th since my order hasn't shipped and find out why, they said they had some shipping problems, but I would receive it by October 23rd. Called on October 22nd cause it said order still processing, they told me they didn't have one of the items I ordered so they would have to refund me the money for that item, and they'd ship the order, so I waited til Oct 27, called cause they still haven't refunded me my money yet for the one item and still haven't shipped not yet. So I call them, was on hold for 30mins before someone answered the phone then when some one answered the phone they said the items wouldn't be shipped til Nov 8th due to the fact the one item that they didn't have would be available, I told them to dance that item and refund my money and send me just the costume. I asked to speak to a manager, they put me back on hold for 15mins and came back an said there wasn't a manager or supervisor available, but they send my item right out, well I've check the website again and still processing an still haven't shipped, I told them I need the customs before Friday Oct 30, but way it's looking I won't receive it before Halloween.. At this point I'm ready to request a refund. They haven't done anything to make things right or attempted to get it here on time.Desired Settlement: I want a refund of my money, if my order isn't here by October 29th for my daughter.. I have waited over 2 weeks to receive it. They have made no progress in getting me my order in a timely matter.

Business

Response:

We apologize for the inventory issue that prevented us shipping both costumes. We have credited the customer in full for their order, and delivered the costume that was available.

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 pre-ordered an item way ahead of time for Halloween so I can have in time for the holiday, but they sent me the wrong size. I contacted this company and they apologized for the error and offered a refund. I of course just wanted the correct size item I already pre ordered along time ago, but now they were out of stock on all sizes for that item. I just don't understand how this simple mistake can be made by this professional company.

Review: We ordered costumes and paid to have them rush shipped. After not receiving a shipping confirmation I called the company and the costumes hadn't even gone out ON THE DATE they were supposed to be delivered. My husband and I both called the company several times and were on hold for over 30 minutes. When we finally spoke to an individual they said there was nothing they could do. We asked to speak with a supervisor and they ignored our request until we threated them with being reported to the Revdex.com. An individual, claiming to be a supervisor, got on the phone and said he would credit the credit card we used. We still have no credit and have called many times, sent 6 emails with high importance and no response.Desired Settlement: We want our money back!!!

Business

Response:

We apologize for not shipping your order on time. We have credited the customer in full as requested in the amount of $61.97.

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 would be satisfactory except I still don't see the refund on my credit card. I will wait a few business days and check it again.

Regards,

Review: I ORDERED A COSTUME FOR MY DAUGHTER WHICH WAS PRE-ORDER I GET CHARGED SO IM YTGINKING IT GOT SHIPPED OUT WHEN I CALLED THEY TOLD ME IT HASNT GOTTEN SHIPPED OUT & ITS STILL OUT OF STOCK TILL THE END OF OCTOBER.. I ASKED FOR A REFUND ON OCT 5.. ON OCTOBER 6 I GOT AN EMAIL SAYING MY REFUND WILL BE IN MY ACCOUNT 3-5BUISNESS DAYS.. Today IS OCTOBER 15th AND I STILL HAVENT RECEIVED IT.. I CALLED & THEY KEEP GIVING ME THE RUN AROUNDDesired Settlement: I WANT MY FULL REFUND ASAP

Business

Response:

Tell us why here...We apologize for the tardiness of the credit. We did request the credit on 10-6-15. On 10-16-15 we realized the credit failed through out automated system so manually credited the customer $40.28, we have also emailed a receipt of the credit to the customer.

Transylvanian Vampire Child Costume #70612. Halloween costume incomplete. Missing medallion. Phoned customer service agent and asked that they send missing medallion in time for Halloween. I was informed that I would have to order another complete costume, pay for it in advance including shipping costs, and then mail back incomplete costume back to them, shipping costs at my expense. Once they received the incomplete costume back, I would be refunded the cost of a costume. However, to resolve the issue in this manner, I would have to pay a total of $29.99 EXTRA in shipping for a costume that costs $37.99. The medallion was central to the 6 year old deciding to choose it. He was disappointed. The convenience of ordering online was lost in trying to replicate something that I had already paid for. The website's solution for an error they made would cost me money and I believe it was made, knowing that no sensible person would accept their solution.

Review: I ordered a costume in October of 2015. It was out of stock and delivery date was to be January 2016. That date was postponed to "early February" then postponed again to "late February". This morning I received an e-mail that the item was available and ready to ship, but my charge card was declined. I called and gave them a different charge card. I then went shopping and used the charge card in question. When I returned home I got a phone call saying the charge had been declined. This is I find very hard to believe. But the only option for me was to reorder the item. But the reorder would have a "Mid March" delivery date. I sent an e mail to customer service asking why I "went to the bottom of the list". I was told that the item is in back order. When I sent customer service the original e-mail (sent to me 6 hours earlier) saying the item is now in stock, I was told that since the order was cancelled, there is no way they can get that order. All this occurred within 6 hours on Feb 23, 2016. I do not believe my charge card was declined. I do not believe this item was ever in stock. I think this was false advertising.Desired Settlement: I would like the item delivered within the week, so I can use it at my event on Friday March 4th.

Business

Response:

Hi [redacted],

I am sorry for the issues we have caused for you in trying to get a Leprechaun Costume. As I mentioned on the phone earlier many things can cause a card to decline. Since your card has not been charge if you place a new order we will make sure to get you a costume. I did verify that we have 2 in stock, so once you place your order at 4:00 please email me the order number, and I will make sure that the operations team gets your order on its way to you.

Thanks,

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. The company has to mail me the item today and to give me the item free (which I did not request). I await the delivery which I expect in a few days.

Regards,