Mask Maniac

Ordered a custom mask on December 17th 2021. Provided a drawing, and full measurements of my face and head.
Delivery promised before new year.
After almost 2 months of mostly ignored messages, the mask arrives.
Ordered cotton or Bamboo lycra, and specified no polyester. I recieved polyester. Despite the company being US-based, their rep said they couldn't always get requested fabrics because of "shortages". This excuse makes no sense for an American company. A quick Google search turned up the fabric requested on Amazon and Etsy.
Vinyl was incorrectly placed.
Despite measurements of pupil distance, the eye openings were too narrow and too far apart.
Ordered snap button closures and received velcro.
When I stated the reasons for my dissatisfaction, I was told the most they could offer was a "substantial discount" on a replacement.
I only ordered from Maskmaniac.com because they are in the USA, and I wanted to avoid the problems of working with mascareros based in Mexico. Instead, I get the exact same problems.
That is $125 lost for me. And I will actively discourage my friends from dealing with this company.

Review: It is now November 2013. In April, 2013 I ordered a mask from this company. Never received it. Asked for money back numerous times, nothing happened. Still no refund.Desired Settlement: A refund for the amount of purchase.

Review: My return has not been issued after more than 2 months since receiving my items back in new condition and in accordance with the companies return policy.

Timeline:

Sep 6 - Order placed

Sep 8 - Order shipped out

~Sep 15-20 - Order arrived at my house

Sep 25 - After failure of company to respond to numerous phone calls and emails, I returned my order via Canada Post with a note containing instructions and reasons for returning merchandise. Tracking # [redacted] Oct 3 - Returned order arrived back at maskmaniac - confirmed by tracking

~Oct 12-13 - Phone call #1 - Spoke with a rep at maskmaniac, who confirmed my package was there and they had not yet opened it because they were 'unsure of contents'. They opened the parcel and agreed to refund.

~Oct 26-27 - Phone call #2 - Spoke with a rep at maskmaniac, who explained they were 'too busy because of Halloween and I would just have to wait' for my refund. I gave them my [redacted] information to send the money for the return.

~Nov 9-10 - Phone call #3 - Spoke with rep at maskmaniac, who confirmed my return had still not been processed but knew nothing about it. Again I gave them my information to send the money for the return.

Nov 16 - Phone call #4 - Spoke with a rep at maskmaniac who could no longer find my order but said my return would not have been processed because they could not send me a [redacted] transfer, and that I needed to send them a request via [redacted] and then they could pay me back. Again, verbal affirmation that my money would be refunded and I sent a request via [redacted] to maskmaniac.

Dec 16 - Today - Tried phoning several times with no answer. [redacted] request has been pending for 1 month exactly (over 2 months since the physical return arrived back at company). A reminder has been sent via [redacted].Desired Settlement: I would like my refund completed via [redacted]. The request is currently still pending.