BuySeasons, Inc.

We apologize that the customer received a damaged costume. She has been credited in full for the costumes, we also credited the shipping charge today

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

We apologize for not meeting the promised shipping date.  The day after this complaint was filed the customer contacted us and requested the order be cancelled.  The order was cancelled and the customer has been credited in full

Revdex.com:
I have reviewed the response made...

by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I decided to cancel my order because I decided I did not want to "take the risk and wait" (as my customer service representative put it) and hope that my order would arrive on time and in full. Even when I called to cancel my order, I was informed that it was still processing. I was told during my first call that my order would be expedited, which it clearly was not. While I'm glad to receive a full refund, I would expect nothing less since I never received any of the items from my order. I have attached the email that was sent to me by Buycostumes.com that clearly states that I was to be GUARANTEED my order by 10/22 and that the 'Firewoman Hat' was in stock. I am aware that this transaction is mostly resolved in that (hopefully) I will receive a refund on my credit card within the next few days, but my complaint still stands: Buycosutmes.com cannot offer guaranteed delivery dates and inventory that they cannot fulfill. Moreover, their customer service should not be offering "take the risk and wait" or "call back in two days" as a solution and should notify customers when orders are delayed and items are out of stock. Based off my experience and the other complaints/reviews that I have read both on the Revdex.com website and elsewhere, I do not believe this company should have an A+ rating because they are definitely not an A+ company. This entire process has been incredibly frustrating and was made worse by my hour long phone call to their customer service center in which nothing was resolved except that I was offered to be refunded shipping on an order that no one could even guarantee that I would ever get based off the current state of their warehouse and inventory levels.  
Regards,
[redacted]

We do regret that there were inventory issue as well as misinformation provided to this customer.  The vast majority of our orders are delivered on or before the promise date and we did ship orders as late as 10/30/15 that were delivered today.  Your concerns have been forwarded to the management team and you will be receiving a response from them as well.

Tell us why here...We have emailed the credit receipts to...

the customer.  We applied the shipping credit of $5.00 on 10/7/2015, the credit for the costume $33.99 was applied 10/23/2015.  Once we process the credit the funds are returned to bank/credit card company, and we cannot control how long they hold the funds.  The financial institution will normally release the funds with 24-48 hours, but we no longer have this customer's funds.

[A default letter is provided here which indicates your...

acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
I also had to purchase other costumes locally due to the last minute of their update, I do appreciate their attempt to make this unpleasant situation better. I was not able to return my local purchase (purchased before receiving any information from online business) but my children were able to wear the costume they really wanted from this online costume company. Thank you for your help.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you...

wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

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.

We do apologize for the shipping delay that resulted in the cancelation of the order.  The customer has been credited in full for her order.

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.

[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.]
Better...

Business Bureau:
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,
[redacted]

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.

Per the initial complaint filed with the Revdex.com the desired outcome was to have the costume there by Halloween or credit in full.  Once the customer called the customer service department it was determined that we could not guarantee it by the next day so the best solution was to have the customer return the costume once received. Upon reviewing the complaint we understood what caused the delay and did credit in full and did not ask for the costume to be returned. We apologize if that was not understood by the customer.  We have credited in full and the costume does not have to be returned.

We do apologize for the poor service and broken promises made to our customer.  The supervisors were relaying information that to the best of their knowledge was accurate, but there obviously was a breakdown.  We have credited the customer in full for their order ending in 0036.  Also...

we are offering the customer 40% off the cost of goods and free standard shipping on a future order.  This information is documented on the current order ending in 0036.  Per customer's own acknowledgement this is not normal for us and we do apologize for not meeting their expectations/promise date on this order.

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.

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.

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.

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.

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