Costume Supercenter

To whom it may concern, 
 
Thank you for shopping with us and we really appreciate your business. I'm sorry to hear that you had a bad experience with us. Can you provide me with your order number so I can research this matter. We hope to hear from you soon and we sincerely...

apologize for any inconvenience this may have caused.

Revdex.com:
 
After you contact the company they reached out to me the next day and refunded me the amount of purchase and also for the shipping.
 
Thank you so very much for your assistance.
 
[redacted]
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]

Complaint:  
I am rejecting this response because: They have done nothing but ask the same question they did on the phone. Here is the order number [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]

Complaint: [redacted]
I am rejecting this response because: This was not the outcome I was looking for. I would like my order as placed along with the pricing given. It is not my fault there was a glitch in your system and 25% off certainly does not bring it anywhere near the cost of the advertised pricing. 
Regards,
[redacted]

We do not offer $10 discounts for first time buyers. There is always a promotion running on our site, but it varies depending on where in the country you are located. The customer was free to use the promotion in his area that would have been displayed on the banner of the home page.

Review: Ordered costumes for my son and daughter..only half the order showed up in the package I recieved. Several items left out but I was charged for these items. left out items in package total over 50 dollars...called store every day for a week and they refuse to refund the money for the merch. they did not ship..this is flat out theft!!!Desired Settlement: I simply want my money back for the items I did not receive. This is theft by failure to make required disposition. Took my money but did not provide the product!!

Business

Response:

I called the customer and left a message with a man that answered advising that this refund was processed today in the amount of $52.17. The customer was sent an email earlier today as well.

Review: I placed an original order for a Halloween costume, Order # [redacted]. I returned it since it was too small and placed a 2nd order, [redacted]. I indicated per the company instructions to show it was a replacement order by providing the original order #. They were not supposed to charge me shipping costs to return the product. I spoke to customer service twice and was assured this would not happen. But it did, and they charged me $6.99. Completely false advertising about free returns.Desired Settlement: Refund me the$6.99 immediately.

Business

Response:

The customer's original order# [redacted] was in the amount of $27.78; $20.79 for the merchandise and $6.99 for shipping. On 10/29/13, when we received this order back into our warehouse, the customer was refunded $20.79 as it states in our Return Policy that we only refund for merchandise, not original shipping charges. On the customer's replacement order# [redacted], they were charged $40.73 up font; $31.99 for the merchandise and $8.74 for shipping. The shipping charge of $8.74 was refunded on 11/1/13 after we received the return of the original order. We did not charge the customer $6.99 for using our Pre-paid Return Label.

Review: I ordered a Santa Claus suit on a Friday, told the lady on the phone I had to have it Saturday. She told me for $37.49 I can have the item delivered on Saturday. I told the lady that I had to have the suit for a Sunday presentation, and it was very important that I had it on a Saturday delivery. The lady guaranteed me I would have it Saturday which would be in the next day from my order. I told her if she could not have it to me on Saturday that I would buy it in the store that I was currently in. She insured me that I would have the suit the next day which was a Saturday. Saturday came and No suit. I called the store and ask what was going on, [redacted] was the manager in the store I talk to you on Saturday, she told me the lady I ordered from pushed the wrong button on the computer for delivery which give it the next business day not a Saturday delivery. I then had to rent a Suit for $115 for my Sunday presentation. I don't feel after paying $314 for a suit and was promised to have it on Saturday that I should have to be out of pocket the $115 for A rental suit. This was clearly not an error on my behalf but the company I ordered the suit from.Desired Settlement: Reimbursed $115 for the rental suit.

Business

Response:

The phone call was reviewed and the representative did tell the customer they would have the order the next day. After the customer expressed that they had to rent a suit, they were advised that they can return the item for a full refund including their shipping and they would not be changed for using our return label. The customer declined.

Review: 10-12-15: I placed an online order for an NFL Halloween costume for my child. The costume description on the company website stated that the costume came with shoulder pads and helmet numbers.

10-19-15: The costume arrives, but it is missing the shoulder pads and helmet numbers.

10-20-15: I call customer service and explain that my costume is missing pieces. I am told that the company will ship me an entirely new costume, expedited, and that it will arrive on October 23, 2015, at no charge.

10-23-15: The new costume did not arrive on this date, as promised. I called customer service. The customer service rep said that to resolve the problem, he would "cancel" my original order in the company's system, and a new costume would be shipped to me on an expedited basis for delivery on October 26, 2015, free of charge.

10-24-15: I had not received an order confirmation email, so I called customer service. I spoke to "[redacted]", who said that although my order was in the process of shipping, I would not receive it on October 26, 2015, as promised. She stated that the earliest I'd receive it would be October 27, 2015. We were disconnected. Company did not call back.

10-24-15: Called customer service again and spoke to supervisor "[redacted]". [redacted] said that I had done everything right and company had done everything wrong. [redacted] said company had double-charged me for costume and also charged me $35 for expedited shipping. I never authorized additional charges to my credit card. I asked her to fix the problem. She said she couldn't, but that she'd escalate the matter to the main office. She said the main office would contact me. I told her I should be issued a 100% refund, and she agreed, but said my order was "so messed up" that she didn't know how to fix it.

10-26-15: I emailed the main office a detailed description of what occurred and a request for a refund. Main office has not contacted me in any manner.Desired Settlement: Full refund of all monies I paid to this company. Item shipped was defective, plus I was double charged and charged for expedited shipping, which charge I did not authorize.

Business

Response:

To whom it may concern, After reviewing [redacted] account, it appears the original representative that assisted [redacted], processed the reshipment of her order incorrectly. As a result the order was charged again without being properly shipped. We have processed a full refund for the order, and have called [redacted] to let her know and apologize for the inconvenience. Please let us know if there is anything else that we can do. Sincerely, [redacted]Customer Service MangerCostume SuperCenter[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I have not been issued a full refund. On October 12, 2015, I ordered a costume and paid for shipping. When the costume arrived, it was missing pieces. There were two charges this day: costume and shipping.On October 23, 2015, your business sent me a replacement costume with expedited shipping. I was told there would be no charge for the replacement costume or expedited shipping. Despite being told that there would be no charge, there were also two charges on this day: costume and expedited shipping. I did not authorize these charges.Thus, there have been four items charged to my credit card (2 costumes, 2 shipping charges). I have only received one refund ($50.39 on 10-26-15, for the order placed on 10-12-15). This refund covered the cost of one costume only. It did not cover the cost of shipping the first costume, or the cost and shipping on the 2d costume. I should not be charged for shipping the first costume because it was defective. I should not be charged for the cost of the second costume or the cost of shipping the second costume because your customer service reps told me I would not be charged, and because I did not authorize any additional charges. Thus, you must still refund the following monies:10-12-15 shipping charge10-23-15 charge for costume (unauthorized)10-23-15 charge for expedited shipping (unauthorized)

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have not received a full refund. I have not been refunded the shipping fee of $11.89 from 10-12-15. I am requesting this refund of a shipping charge because I was shipped a defective item and should not have to pay for the shipment of a defective item. This company was absolutely awful to deal with. Every step of the way, my order was botched and I was given misinformation. The fact that I've had to contact the Revdex.com to get this issue resolved (and have had to make multiple requests with the Revdex.com to get it resolved) is further evidence of this company's failure to competently conduct business.

Regards,

Business

Response:

To whom it may concern,The details of [redacted] order shows she was billed $134.87, and 2 refunds have been processed on 10/26 ($50.39) and 11/12 ($84.48). At this time, we have refunded all charges on this account. The $11.89 shipping fee that [redacted] is referring to would be included in one of the refunds processed. At this time we would consider the account problem resolved. Thank you, [redacted]Customer Service ManagerCostume SuperCenter[redacted]

I LOVE Costume Supercenter! Their shipping has always been very fast for me, and I've gotten good quality costumes from them as well. The customer service has always been phenomenal, and I go to them whenever I need a costume now! I've recommended it to several of my friends looking for a costume as well!

Review: I purchased a women's Star Wars Rey costume from the website. The size chart on this product's page only listed sizes for a man, even though this was clearly a women's costume. When I clicked on a different women's costume to get sizing, it said a Large is dress size 10-14. The Costume I received is a Large, but for dress sizes 14-16. (it swallows a size 10 person). The paper invoice in the box also mentions a "Free Size Exchange Program".

I contacted the retailer, they said they are not responsible for sizing on their own website and the "Free Size Exchange Program" does not exist. I later called and I was told I would not be charged shipping if I return the item, however, to get a replacement, I will be charged shipping. Hence, I would be paying shipping twice to get the size incorrectly listed on their website. Once from the initial purchase and again to get the proper size.

It's their website, they are ultimately responsible for the information on it. I have pdfs of all the pertinent websites and a pic of the costume bag with the actual sizing along with the packing slip with the Free Size Exchange statement.

They made 2 errors with this costume.

1. Posting a size chart for men only for a costume that is clearly a woman (the picture shows a woman wearing it, and it's a female character)

2. The women's size chart inaccurately depicts a Large as size 10-14. The costume bag says a Large is size 14-16.

They also made a general error in putting in writing that there is a "Free Size Exchange program" when there is not one.Desired Settlement: I will return the item for a full refund (with no deduction for shipping costs as promised) AND a refund of the shipping costs I already paid for this incorrect item. That way, when I buy the correct size, I am not having to pay shipping costs twice due to CostumeDiscounters mistakes.

I would consider an exchange as long as there is no cost to me.

Business

Response:

To whom it may concern, After reviewing [redacted] account, I see that her order was marked to not charge the return label fee and process a full refund as of 10/31. At this point in time we have yet to receive any merchandise back from her. We left a message asking if she still intends to return the costume, and are waiting for her response. Thank you, [redacted]Customer Service ManagerCostume Discounters[redacted]

Review: This site emailed me several offers about two day shipping and its listed all over site. I paid for two day shipping guaranteed that it will come the 30th before Halloween,something told me to check tracking and when I did it stated it wouldn't arrive until November 3rd. My son is out of an customs because this company has false advertising,I paid for two day shipping and I'm not getting my order on time. Highly upset and I will report this business over and over and post on every bad rating site there is because this is absolutely ridiculous.Desired Settlement: Nothing really can be done Halloween is tomorrow my son is without his custome I'm upset I paid for something and was lied to.

Business

Response:

The customer did not pay for 2 day shipping. They paid $7.99 for Economy Ground shipping. With the Economy Ground shipping method, the customer is 3 business days away from our warehouse. As per [redacted] tracking# [redacted], the order was delivered on 10/31/14 which was the 4th business day. The customer was refunded for the shipping they paid on 11/3/14.

Review: I ORDERED A HALLOWEEN COSTUME AND TRIED TO CANCEL IT THE SAME DAY AND THEY SAID I COULDNT, THAT IT HAD ALREADY SHIPPED. I TOLD THEM IT HADNT SHIPPED BECAUSE I HAVE NOT GOT MY SHIPPING CONFIRMATION. THEY WOULD NOT BUDGE. SO THEN I EMAILED THEM AND THEY GAVE ME A TRACKING NUMBER FOR UPS... LOOKED IT UP AND UPS DOES NOT HAVE RECORD OF THAT TRACKING NUMBER. THEY ARE JUST GIVING MY RUN AROUND AND I AM REFUSING THIS DELIVERY.Desired Settlement: MY CREDIT CARD SHOULD NOT BE CHARGED.

Business

Response:

To whom it may concern,I called the customer and left a message explaining that our warehouse had produced the order and shipped it before we were able to cancel it. A shipping confirmation was sent, but the tracking would not be updated by UPS until after 9 PM the same day when they scanned it into their system. I do see the order was delivered on 10/09, so we informed the customer she could return the item following our return procedure listed on our website.Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I ordered a total of 10 party favor gift bags, when I checked out I was billed $62.40. The price was tax, shipping, and total. The receipt shows I was billed $62.40 but the item quantity showed out of stock and another charge for $37.44 out of my bank account. So I in turned attempted to order more and received a bill for $31.20 and a bank account debit for $39.19, again I was debited that amount plus another debit for 39.19 from my bank account: however, the receipt showed OUT OF STOCK. So I ordered a similar product (because I needed a certain quanity of the gifts) and was billed $49.35, my bank account was debited twice for this amount for this purchase. Now I have a total of 5 separate charges from this company but only have 2 complete orders. To make it worse I was to receive free shipping on one due to the cost being over $50, the other completed ordered had a shipping charge of $7.99. They shipped both orders together! They owe the shipping charge back. Not to mention They doubled billed me twice and added an extra charge from an order that they had no stock on. The total they owe me is $62.40, $39.19, $49.32, and $7.99 for a total of $159.90. This is theft plain and simple. I'm filing for a charge-back first thing Monday morning.Desired Settlement: I want a reversal of the charges mentioned and a refund for the shipping charge.

Business

Response:

In response to this customers complaint we apologize for any confusion as to the charges and authorizations on the account. An order was placed on 9/9/15([redacted]) for 10 of an item that we only had 6 available of. The original authorization was for $62.40 but as we only had 6 the customer was only billed for $37.44. The next order placed on 9/9/15([redacted]) the stock was completely out of stock and the order was closed automatically which means that the original pending authorization of $39.19 would not be charged as the merchandise was not shipping. The last order placed on 9/9/15 for 8 kits and all the merchandise shipped and the order total for that order including shipping was $49.35. The first order has free shipping, the second order was cancelled, and the third order did not qualify for free shipping. Pending authorizations can take 5-7 business days to release and we have not charged the customer multiple times. The customer should see all authorizations released no later then Friday 9/18/15.?

Consumer

Response:

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 an item from this company (around 2:15pm) via economy shipping on 12/2/14 with an expected in home date of 12/8/14. I received and email confirming shipping on 12/2/14 at around 3:30pm. This item was purchased for my daughters performance at her school on Saturday. I could not find it locally and other retailers were a bit expensive. So I decided this merchant would be perfect since the item would be in my home 4 days before the event was to occur. The shipping chart they have says that economy shipping takes 2-7 business days) I called 3x today and each time a rep told me something different.

1st rep said that I would not get my item until 12/1914....2nd rep instructed me to call UPS and get the tracking info...3rd rep said that my item was at my local post office in Rochester and I should have it today (I'm wondering the whole time how is she able to see what I can't see).

I checked tracking info I was given and all I got was "The U.S. Postal Service was electronically notified by the shipper on December 6, 2014 to expect your package for mailing. This does not indicate receipt by the USPS or the actual mailing date. Delivery status information will be provided if/when available. Information, if available, is updated periodically throughout the day. Please check again later."

I contacted UPS and they stated that I needed to contact USPS whom do not have any information except my item was scanned.

So I proceeded to chat with a 4th rep whom told me that they would ship another costume overnight and I would receive email confirmation of shipping. That was at 10am this morning and I am still waiting for that confirmation that I feel is never coming. I'm starting not to believe anything they say now since I've gotten 4 different stories from them.Desired Settlement: I would like to get a refund equal to what I paid plus the shipping charges and somehow someway get a costume to me by tomorrow or Thursday!! I'm in a bind because of this company and it's not right.

Business

Response:

The customer chatted with our company 3 times on 12/9/14. We deemed her first order lost and unfortunately, we did not have the same size in stock. The customer asked in her last chat to be refunded in full. The refund was processed in the amount of $42.98. It can take 5-7 business days for the refund to appear in the customer's account.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Although for the record...I called 3x and spoke with someone 3x via chat. Ultimately...yes the last chat was the one that led to a resolution.

I ordered an item for $45 and paid $6.99 in shipping. The item was delivered and that evening sometime our community mailbox was broken into and all of our mail was stolen. Thanks to technology I also found out that 2 other items that shipped were delivered as well. I called all 3 companies and explained my situation and also filed a claim with the post office. All 3 companies said they would ship out new items for me no problem including this company. I let them know I needed it by the 18th for a function on the 19th. I received the other packages but not from costume super center. I called them to see if maybe it just had not been delivered yet. The customer service rep that I spoke to advised me that a supervisor left me a voicemail on the 13th saying that they shipped the item to the right address so they would not be replacing the item. I advised him that I did not receive the message because if I did I wouldn't be calling. He offered to credit me the ground shipping and the phone charge if I wanted to place another order. Why would I want to place another order when I needed the item today for a function tomorrow? When I originally called I offered to send them the proof of the claim I filed with the post office but they said it wasn't necessary. It is extremely disappointing that this company could not part with a $45 item for something that was uncontrollable. I realize this review will do absolutely nothing to alert anyone of the situation but I believe that good service goes a long way and has huge benefits for repeat business. I have 5 daughters that need costumes and I would never order from this company again.

Review: I purchased a children's outfit on Feb 20th and paid $12 extra to have it delivered 3 day [redacted]. On the 3rd day I checked with the company and they said they had made a mistake and I would not receive it in time for my daughters school event. They told me it was their mistake and I would be refunded my $32 within 5 business days and as a courtesy to keep the outfit when it did arrive. They assured me with 5 business days the monies would be credited to my debit card. After 7 days I contacted to ask where my credit was. Everything now changed, they stated they were only refunding my shipping charges and that I had to pay $8 in shipping charges more to return it. This company is dishonest and without integrity. I finally spoke with [redacted], ID # [redacted] and she indicated their was nothing I could do. I still have not received any refund from this poorly run companyDesired Settlement: Refund my $32 as they promised since they made the mistake

Business

Response:

I have refunded the customer in the amount of $19.90 which is the amount that was paid for the merchandise. The shipping refund was done on 2/19/15, but due to a glitch with our Payment Processor, refunds are taking longer than the quoted 5-7 business days. If the customer does not see the total refunded amount of $31.89 by 3/9/15, please have them contact us.

I contacted customer service prior to placing my order because when I put in my voucher to pay it removed my free shipping promotion. Customer service rep told me that I should proceed with my order then contact customer service again in order to get the shipping credited to my account. Minutes later I contacted customer service again with my order number and the new rep tells me "no I can't do that, sorry you were misinformed." Basically, sorry that isn't my problem you are [redacted] out of luck. She was absolutely no help whatsoever and didn't care what the conversation was prior or what I had been advised to do - I assure you I would not have completed the order if I had been told I couldn't use both when I asked!! Then I call customer service and the number somehow connects me to the order department where the guy tells me sorry not my area I can't help you but I will pass the message along.

This is my first and LAST time using this site. I recommend NEVER using them due to their extreme lack of customer service and integrity.

Review: Ordered kids costumes online will not send refund promoting items sending different then won't refundDesired Settlement: Let me return and issue my refund

Business

Response:

To whom it may concern,I think the customer may have confused the item she was purchasing for a costume. I have attached the listing for the item she ordered which is a cardboard stand up, not a child's costume. You can clearly see there are no size choices, and the measurements are for height and width. It appears the item was refunded on 10/20 which should be reflected in the customer's account in about 5-7 business days depending on their bank.