Cosplay House

I have purchased a $200.00 costume at CosplayHouse.com; which I would be wearing at Phoenix ComiCon. But when I have attempt to wear the costume, I was shocked by how off the measurements were. Completely unwearable, I wanted to make sure I have given the proper measurements, so I have taken a measuring tape and to my amazement, they're very inaccurate than the measurement I have provided them. I have contacted Cosplay house's customer service, given them the pictures of the costume's measurement, as well as the email of my measurements I sent them. They have acknowledged that they have done a mistake and only offered to give me $15 dollars out of the $200. This is absolutely devious. I have filed a claim at Paypal, hopefully forcing the company to accept the costume back. Paypal DENIED my claim, due to their company policy of 'custome made items cannot be enforced'. I have contacted Cosplay House again, and have not heard from them since. I am deeply
saddened and upset that I have now lost $200 & with no costume to wear at ComiCon. This is very unfair and have seen many former complaints from other buyers as well. This company needs to be held accountable for taking people's money then scamming them.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution...

would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.It took some time to get them to agree as they were reluctant to refund us. In so doing, we received 50% for my costume (only cost of costume, not of the shipping too) and 75% for [redacted] costume. They refused to do full and so to be done with this company and the nightmare that ensued, we settled.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
No, as of this rate I no longer want a remake of the socks since you have stated over the phone that you have no idea if they will remake the socks and you were still "fighting" with the tailors for a remake. This also means that I was misinformed over the phone by one of your employees that I was to have both remade. And I feel that with the rate that you are progressing I will get no where and will never receive the socks. So as of now I would like a refund of my money not only for the time spent in waiting ( now 3 months) and for the misinformation and the troubles that your company has caused for me.
The image you have shows slight crookedness in comparison to the one I have received, and the area that shows the crookedness is in the back of the of the skirt while mine resides in the front. Also mine again is more unbalanced. I have also provided you with the image of mine that was sent, and it is easily noticed how crooked it is. You can also see that the skirt is far longer on the mannequin as well, it also fits the curve more so then billowing out like it does in the image, which would be a misrepresentation of your product. The skirt also rides up higher, which you say is due to height. But I have proof that I am about 62 inches. Or five foot two.  The above images will help. There are also the sizes for the leggings. What young adult female has a 10 inch leg circumference? Or a 62 inch woman that is 20 inches from half chest to crotch. 
It is safe to assume that the whole costume would need a remake before satisfaction, because you guys simply dropped the ball and messed up making this a rush job. You even failed to account for the lift cause by the bust for the top, which mine are D so the lift is quite great. You also did not account for the waist to crotch length and the bust to waist length which is why it's so poorly fitted.
So again I refuse the remake because knowing the company you will wait another 3 months to tell me you cannot do it. I simply put like stated previously want my money back for what was a botched costume that was not made to order, description, and the so called standards that you state you uphold.
 
Regards,
[redacted]

We were reviewing the customer's complaint, and it was taking a while because we were talking back and forth with our tailor teams, who make the costumes. 
 
First, the height she has given us was incorrect. On the invoice, she stated that she was 62...

inches:
 
 
Yet later on, she stated her height was 65 inches by email. The 2-3 inches difference would have made the skirt longer for her.
 
 
 
Our tailor teams had made the waist measurement to be 31 inches, which is the correct size, considering she needs a little room for play and breathing:
 
We have photos of the skirt's design here:
 
Her complaints on the skirt was deemed invalid by our tailor teams, due to her problems in the measuring of her waist and height, resulted in the skirt not fitting her properly.
 
We did receive her complaint about the socks being too small, which is something we are working towards fixing and remaking for her, but the skirt's complaints we are deeming not valid. So, we are not remaking the skirt for her..... but we will be more than happy to replace her socks.

As we have said multiple times, by email and here.... we did add the 2 inches to your measurements onto the costume. We provided the photo proof of this. The costume still did not fit you, which means the errors must be on your side.....
But for your other complaints of a stain and some stitching incorrectly near "the bum" area.... we can give you 15% partial refund for your costumer's cost of $179.56. Was this okay for you?

Review: I ordered a costume from the website on 2/16/14. I paid a total of $169.95. I still have not received my item and the retailer can't tell me when I will receive the item.Desired Settlement: Refund of all of my money including shipping (especially since nothing was shipped).

Business

Response:

Our costumes are all tailor made, and made-to-order. They are sewn by hand, right when a customer orders, they are not pre-made costumes. Our costumes take an average of 3-5 weeks to make, the costume the customer ordered was a Commission Request costume, meaning it was a concept costume idea our tailors have never made before. So, this costume takes on average 5-7 weeks or more, depending on the details of the costume. We have these notifications on our product pages, right above where customers input their measurements for the costume.

For more information on our Commission Request costumes, we have a link here: http://www.cosplayhouse.com/commission-request-howto.html

We had no other form of communication from the customer other than this Revdex.com response, this was something we could have talked with her about personally...

We have already shipped out the costume, tracking number is here: [redacted]

it can be tracked by USPS.com

Review: I ordered and received a [redacted] Cosplay costume from Cosplay House in March 2015 at a cost of $260.00. When I received the costume it had stains on it, the bum was not made properly, and didn't fit properly. On their website it says that they will give you at least 2 inches of playroom. They only gave me half an inch of playroom in the thigh. I tried contacting them about it and getting it resolved myself, but they keep saying that it was my fault that the costume doesn't fit because I provided them with the wrong measurements, which I did not. I have repeatedly explained that the fit is not the only problem with the costume. In an email dated April 16, 2015 they offered to make a larger sized costume for a cost of $151.00 or send me another costume the same size. I advised that they could send one the same size at no additional cost and eventually suggested that they just send me the material so I could fix it myself. They have ceased communication with no resolution to the problem.

Your assistance in resolving this issue is greatly appreciated.

Thank youDesired Settlement: Give me what I ordered with the 2 inches of playroom, or the material required to fix the costume so that it will fit me, or give me a refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

The ongoing problem has been that Cosplay House has chosen to focus on the measurements only; when in fact there were 3 significant problems with the costume. With respect to the measurements; had Cosplay House provided the 2 inches of playroom as indicated that they do on their website, particularly in the thigh and made the bum properly the costume would have likely been fine. Cosplay House has chosen to play down their error in the measurement of the thigh and ignore the tuck in the bum not to mention the stains which unfortunately don`t seem to come out clearly in a photograph taken with a phone. I would like some reasonable resolution to this problem as I have already spent $260.00 on a costume that I cannot wear.

Business

Response:

As we have said multiple times, by email and here.... we did add the 2 inches to your measurements onto the costume. We provided the photo proof of this. The costume still did not fit you, which means the errors must be on your side.....

Review: I had ordered two products from Cosplay House(a costume in March 2015 and a wig in April 2015) for a convention at the end of May. Only the costume has arrived. It has been over a month since I ordered the wig, and it still has not shipped yet. I've attempted to call Cosplay House's phone number (which is not listed on their website) about the issue, and I've simply been told over and over to call back at various times and days. My convention is 11 days away, and I still have no idea if the wig will get here in time. Their website claims that wigs take 2-3 weeks to make and ship. It has been five weeks now, and it still has not shipped, let alone arrived.Desired Settlement: I demand a refund for the full amount paid for the wig if it does not arrive on time. Additionally, to help future consumers, Cosplay House should be told to list their phone number on their website in an easy-to-find location.

Business

Response:

Hello,

Review: On February 1, 2015 I placed and order with Cosplay House for a [redacted] costume that was promised to be made to fit. It asked for measurements which we gave and submitted the order. It came in the mail a few weeks later and was disappointed to discover the costume did not fit. It fit everything save for the length of the torso and skirt. They had me submit pictures and the new information was given to the dressmakers on Feb. 25 for new torso measurements which they had never bothered asking for in the first place. We had a second order for a [redacted] costume that we were now afraid was going to have the same issue. They asked for her measurements too and promised that they would see to her costume's adjustments before sending out as we didn't have to do a remake on her costume as well that was purchased on Feb 14, 2015 . We waited many weeks and first received [redacted] I emailed them and they asked for pictures again. Took nearly 4 days to message them as their email was down/full again and kept bouncing back. Something I hear happens often. Finally got it submitted after I finally found a phone number for them which is nowhere to be found on their website. Next, my remake of the [redacted] costume arrived on Apr. 25 with the new measurements. The torso was now too long but was able to fix it myself at home and also the fabric loop in the back that holds the bow at the bottom of the spine was missing. I had to scrap the original costume's to sew it on myself to the new one. We still have not heard back about her costume measurements or remake. Also found in the box my remake came in was an invoice like paper that had some Chinese writing on it, miniature pictures of the costume and images I sent with a message saying that 'this girl is fat and her torso is very big. her belly has to fit the costume.' Disrespectful.Desired Settlement: I believe for all the problems that we have sustained with this business, the complete insult in their invoice which [redacted] and the less than stellar customer service and lies, I believe a refund is in order. I will accept nothing short than 50% of full cost (costume + shipping) of the [redacted] costume and if they choose to remake the [redacted] one then 50% of that as well. If they choose to not remake the [redacted] one, then refund in full.

Business

Response:

We have already spoke with the customer through email, and have worked out a partial refund for her costumes to resolve this case. Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.It took some time to get them to agree as they were reluctant to refund us. In so doing, we received 50% for my costume (only cost of costume, not of the shipping too) and 75% for [redacted] costume. They refused to do full and so to be done with this company and the nightmare that ensued, we settled.

Regards,

I have purchased a $200.00 costume at CosplayHouse.com; which I would be wearing at Phoenix ComiCon. But when I have attempt to wear the costume, I was shocked by how off the measurements were. Completely unwearable, I wanted to make sure I have given the proper measurements, so I have taken a measuring tape and to my amazement, they're very inaccurate than the measurement I have provided them. I have contacted Cosplay house's customer service, given them the pictures of the costume's measurement, as well as the email of my measurements I sent them. They have acknowledged that they have done a mistake and only offered to give me $15 dollars out of the $200. This is absolutely devious. I have filed a claim at Paypal, hopefully forcing the company to accept the costume back. Paypal DENIED my claim, due to their company policy of 'custome made items cannot be enforced'. I have contacted Cosplay House again, and have not heard from them since. I am deeply

saddened and upset that I have now lost $200 & with no costume to wear at ComiCon. This is very unfair and have seen many former complaints from other buyers as well. This company needs to be held accountable for taking people's money then scamming them.

Review: I'm filing a claim, because I did not receive my product in time, nor was I told about my product being late through the proper means of communication. I ordered a suit from a company called cosplay house. I made an order and paid 125$ for a custom blue suit mid-February. I asked for it to be delivered by March 10th. I needed it for a convention. I also told them to contact me if anything changes. I gave them all my contact info as required including: cell phone number, and email. I wait a few weeks, and march 10th comes around. I had not gotten a text or a phone call. I'm a busy college student, so It's best to contact me via phone. I never had this issue with any other business I've dealt with regarding products, and services. Even my college messages me via phone, and if it's specified they tell me if it's going to be email-only. I was not informed from the company that it would be email-only. I was simply given a receipt after I paid for the product, and told to wait while they made the costume. I'm new to shopping for costumes, so I expected this company to be on time with this costume, and to inform me if anything happened through all forms of communication that I provided. I gave them 18 business days, and paid a little extra to make sure it was shipped in time. March 10 came around, and I hadn't gotten a call or text. I tried to call them, and apparently all they had was a fax number. I then looked at my email, and saw that they had given me a notice that it wouldn't be on time, and that I had 24 hours to cancel the order. This message was a week before march 10th, and I had not gotten a call, or anything. I messaged them via email march 10 at 1pm, frantically waiting for a response. They said they would message me back shortly. I ended up getting a message around 6pm the next day after I messaged them, telling me I couldn't get the order on time, and it would be shipped early April. It is now April 3rd, and I have not received my product.Desired Settlement: I would like to receive some kind of compensation whether it's a refund, or an alternate service of equal value, for not being informed through all means of contact provided to the business. I paid good money for a product that ended up being late, and I was not informed through my provided contact info. I already have enough expenses to have 125$ spent for poor communication, and service.

Business

Response:

Upon the customer ordering this costume on February 21, 2015, they stated on their invoice that they needed the costume to be made by March 10, 2015. However, during February 10 to February 28, our tailor teams were going to be celebrating their Lunar New Year (Chinese New Year). As with all events during the Lunar New Year for China, all production and shipments are delayed, due to them being on vacation. So, we emailed [redacted] on February 23, stating this problem and that we will not be able to make the costume on time for his desired delivery date. We did not receive a response. So, we emailed him once again on March 2 regarding the problem, and also warning him that if he does not respond within 24 hours, we will be automatically processing his order. We gave him until March 4, where we submitted his order with our tailor teams.

In june, I had ordered a custom costume of their LOL cosplay for Ahri. I received my costume in August and went to try to get a remake. The leggings did not fit, the skirt was far to short, same as the top, and the skirt was entirely crooked ( which was stated that it was a manufacturing issue and deliberate). I was informed that they would be informed and that they were making a remake and due to the long wait I would get a partial refund. It has now been about 3 months and I have finally received word that they refused to make my costume because of about a 2 inch height difference which may be due to a change in the ruler that I have used. The refund, as I was informed would have been $20 dollars and I would have had to pay for shipping. So it is safe to say that I will never order from this company again, and I may be filing a complaint later. I have also wasted my saved money, had a ruined birthday ( because of the lateness of the costume and it's unwearability), and now a ruined costume to explain for it all.

As a company as well, they are extremely hard to contact and respond slowly to e-mails.

Review: I purchased an item from Cosplay House, and it arrived damaged by the carrier they chose to ship with. I sent images within the proper amount of time to them seeking either refund or replacement of the item. Their policy says I can get either a partial refund, or a replacement if notified in the proper time frame, and that was done. Instead of offering to replace or refund, they informed me to go and purchase epoxy glue and fix it myself. That is NOT an option. I am have been very civil with them trying to get the situation remedied, but they are not willing to even abide by their own listed policy.Desired Settlement: I either want my money back, or a replacement, packaged by someone at a UPS store, not by cosplay house, and shipped by UPS and not USPS, at cosplay houses expense.

Business

Response:

We have tried working out a partial refund, because the damage was not too severe, and thought it easier if the customer just fixed the prop, and we give a partial refund according to the damage...... if the customer chooses to exchange the prop, the customer must ship the prop to us at their own expense (however, we pay for the shipment of the new prop to them). So, we thought a partial refund for this type of damage would be best...... also due to the fact that a new prop would take several weeks to be made. However, we have given them this exchange option by email currently, and will wait their response.

Review: On October 11, 2013, I had purchased an item from Cosplay House, The Sengoku Basara 2 Cosplay Prop Helmet for Date Masamune. I used the following link on that date to purchase the helmet:http://www.cosplayhouse.com/Sengoku-Basara-2-Cosplay-Prop-Date-Masamune-H...⇄ the order was received on November 19th, the product they sent was a different quality helmet, and not as represented in the website's photos. The websites photos showed a higher quality helmet that was physically different then the helmet I received on November 19th. I had taken photos of the helmet I received and compared them to the photos on their website. The helmet I received had several major notable differences, in quality, craftsmanship and appearance as depicted from the helmet on the website. Most notable differences included: lack of underside 6-point strapping inside the helmet, no chin strap, the eye piece was not included even though the photo indicated so, the crescent head piece was not plastic as depicted, and it did not fit into the slots on the helmet to begin with. The description of the product on the website also does not clearly state what or what is not included with the purchase. The only physical representation of the helmet is the 3 images included on the website at the link to purchase the helmet. I had communicated with Cosplay House, and the resolution of the problem is not to my satisfaction. I understand they do not have a refund policy on props. However the fact they mis-represented the helmet and sent me something different than what was depicted on the website is the reason I am opening this claim. The only recourse Cosplay House offered was a $20 refund. I have the following saved: The entire webpage of the link of the product in question, as of November 26th, the date of this claim, an .htm file (and folder of resources); The emails I have so far exchanged with Cosplay House, Images of the helmet I recieved on Nov. 19th as .jpg files. Included is an image of the helmet in question.Desired Settlement: While Cosplay house states a No refunds policy on props, due to the mis-representation of the product I am seeking a refund of the full purchase price. The product is packaged and ready for return to Cosplay House if needed. If they choose not to honor a full refund, I will accept no less than a 50% refund of the purchase price (in this case, about $60 dollars). I can send any or all of the saved items I listed in the claim.

Business

Response:

Hello,

Review: In June 11, 2014 I purchased a LOL costume. When it arrived at my house I tried it on to find that the leggings and the top were to small. The skirt was extremely crooked ( which they claim was due to manufacturing and appeared like that on their mannequin) and to large and the cut showed my crotch and butt. The sleeves were the only thing to fit. Since August, I have emailed and called them for a remake. They asked for pictures multiple times, and I sent them every time I was asked. I was also informed by a soft voiced young lady that I would receive a partial refund as an apology as well. Over the phone, I was promised a remake for both the leggings and the skirt and have now received notification today (about 3 months from the complaint) that they will not be making it. When asking for a refund, they said they would give me about $20 which is 1/6th of the $129 I paid for.Desired Settlement: I want a refund for the time and energy spent to try and get this remake. Also for the misinformation that I was given and for the quality of the items I was sent. I also want compensation for the 3 months I had spent waiting for a response. So I am hoping for a full to 3/4 refund and want no less than $90 back for the costume sent to me.

Business

Response:

We were reviewing the customer's complaint, and it was taking a while because we were talking back and forth with our tailor teams, who make the costumes.