Costume Supercenter

Review: Costume didn't arrive on time despite the continuous emails advertising and guaranteeing delivery. There is a $15.98 difference between orginal charge and refund. It wasn't until they refused to refund the entire amount that I realized they have done this to other people. If I had known the practice of this company was to attract you with false advertising and then keep your shipping charges. I called and emailed the company and they outright refuse to give me the rest of my refund.Desired Settlement: I would like to be refunded the rest of the original charge. $15.98

Business

Response:

The customer's order should have been delivered on 10/30/14, not 11/1/14. I have refunded the balance of $15.98 and it will reflect in the customer's account in 5-7 business days.

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: Upon receipt of my order I was charged $40.35 in additional shipping charges to pick it up. I have contacted customers service twice, and both times have been told, "they'll look into it." How long it takes them to figure things out is not my problem. I have provided copies of my receipt and pictures of the box where the post office detailed the additional charges. I paid the shipping I was quoted, and should not have had to pay more than my order in shipping to ensure my 4 year old had a good birthday. I want my money refunded. It is exceptionally poor customer service to withhold a rightful refund while you try to figure out what you did wrong to incur the charges.Desired Settlement: I want my money refunded.

Business

Response:

The customer was refunded on 1/28/14 in the amount of $40.35. The Paypal transaction ID number is [redacted].

Consumer

Response:

Money was refunded after some effort and excuses, but I did get it back.

I will NEVER order anything else from this place EVER. On 09/29/2015 I ordered a Gorilla in a cage Halloween costume for a guarantee 2-day delivery with extra shipping charge added. The Delivery date showed Oct. 1, 2015. So I paid $224.98 for a Halloween costume with a 2-day guarantee delivery that will ACTUALLY now not be sent for another 7 - 10 days. This is NOT what they advertised and what was ordered and paid for!!! They will not credit my card for the FALSE advertising of their company but would be willing to credit the shipping charge....... UNBELIEVABLE people!! If I didn't NEED this costume by October 1st I wouldn't have paid the extra shipping charge. BEWARE of these people!!!

Review: I ordered a Halloween costume in September, but it was too large. I returned the item in a few days. The costume was received by Costume Supercenter Oct. 13th. I have contacted the company several times via email and phone to check on refund status and keep getting delayed. As of this posting, November 23rd, I realize I will not get my money back by contacting Costume Supercenter directly.Desired Settlement: I would like to see my refund of $36 that I was promised.

Business

Response:

To whom it may concern, Our finance department has reviewed [redacted] account and have reprocessed the refund today. The following message has been forwarded from our finance department: [redacted]

[redacted] can use the transaction ID when speaking with her bank to confirm the refund. Thank you. Sincerely,[redacted]Customer Service ManagerCostume SuperCenter[redacted]

Review: Last Wednesday I've put an order through. One of the item I chose was available when I order it but appeared to be back order when I received the confirmation email. I called costumer services back right away to make sure that the rest of my order would ship. Your employee assured me that it would (it was around 8h15pm). Today I called to make sure that everything was sent since I did not received the shipped confirmation email. The person told me it has not shipped because of the one item. I ask to speak with a superviser. I was transfert to [redacted] ([redacted]) who told me there was nothing that she could do I didn't had the name of the person I spoke to. I tried to remind her that I cannot be hold accountable for your employees lack of professionalism by leaving note in file when they receive calls but she continue saying that she couldn't do anything to help me. I ask her if she could send the order on a 2 days shipping and give me a credit of the shipping fee amount on my order and she refuse saying my only option was to pay those extra charges. I then proceed to cancel my order. Then I had this idea that all your calls are monitored so I called back and ask her to listen to the call I placed on Wednesday at around 8h15pm so she could hear the information that was told and, as a serious business, take the blame and do what you have to do to fix the problem. She refuse saying that since I canceled the order there is nothing that she could do for me. Now I'm asking you to fix this problem. I know that I am not more then a water drop in the ocean for your business right now but I can't believe that this is the way your doing business. I would like to have what I was supposed to before HalloweenDesired Settlement: I would like them to ship my order today on a two day delivery and that they take the charge for this shipping for giving me the wrong information so my kids can have they re costume for halloween. If it's impossible because of the time frame, I juste want to let you know the kind of business they re doing.

Business

Response:

To whom it may concern, We apologize for the mis-communication the customer received. We have created a replacement order that will ship from our warehouse tomorrow with next day delivery free of charge. We re-added as many of the items that were available, but there were 2 costumes that are not in stock, the [redacted] and [redacted]. We will not be able to get these before the Halloween holiday. We apologize for the inconvenience and will have the calls reviewed that the customer placed to our call centre. if there are any other questions we can assist you with, please let us know. Sincerely, [redacted]Customer Service ManagerCostume SuperCentre###-###-####

I had a negative customer service experience with this company over a very simple product problem. They handled the matter in an argumentative matter with me via email and could have easily resolved it using common sense. They demonstrated inflexible thinking over a very small matter when it would have been much easier for them to keep me as a customer and handle it with understanding and good service. Apparently - not their style.