Nothing But Costumes

Review: I ordered a costume for my daughter for Halloween back on September 7. It arrived and the helmet was cracked in 3 places. I called the customer service number numerous times only to be able to leave messages regarding the problem. No one ever answered the phone. I also emailed as well. It took over a week for someone to finally get back to me saying they would handle the problem and look into the matter. I heard nothing after that for at least a week. After calling and emailing multiple times again, I received a second response from [redacted], saying he was shipping manager. He stated a new costume would be sent out on Monday September 27, but he never sent any tracking information. It is now Friday October 18 and I have yet to receive a replacement costume and I haven't heard a word from the company.

I am EXTREMELY frustrated as I paid full price for this costume only to have it arrive damaged and now it is too late for me to order a new costume from a reputable company. I'm appalled that any business could operate in this manner. I've requested either a replacement helmet or a partial refund of my order.Desired Settlement: Since no one will respond to my emails and requests for a replacement for the damaged helmet, I would like a refund. I should not have to pay full price for damaged merchandise.

Business

Response:

Our customer ordered from a "FINALCLEARANCE" section where we do everything in our power to insure the costumes are in good working condition.We inspected the item and did not see cracks in the helmet. The item was marked down from 65.00 dollars, on google the same costume can range from 54- upwards of 100.00dollars.

https://www.google.com/search?q=star+wars+stormtrooper+deluxe+costume&source...⇄ />
So although we do our best these are final clearance items with no guarantees of the costume. The customer with shipping paid a total of 27.00 dollars, almost 50.00 dollars below the next person on the web price. We really have no ability to return this item, nor can we give much of a credit. We have not even received a picture showing the crack. All this being said it is a one time use item. The best we can do is provide a 5%credit on a costume that really was non-refundable.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The item was NOT on final clearance when I purchased it. I'm shocked they are claiming I paid $27 including shipping. I have my original receipt and if they were to check their records they would see I paid a total of $40.34 for the costume and shipping. No one has asked for pictures of the cracks. I have received exactly two emails from them over the last two months, despite my numerous attempts to contact them. The last email I received stated a new costume would be sent out. That did not happen. They have been impossible to deal with. I would've returned the entire thing for a full refund had I known it would take 2 months to get anywhere. I can provide pictures of the cracks if that is necessary. I just checked their website and they still carry that exact costume. All I asked for was a fair resolution - either a replacement helmet or a partial refund. At this point a partial refund would be the only fair way to resolve this. If they are claiming I only paid $27 total, then they can refund my shipping costs.

Regards,

Business

Response:

Again this was and has been a final clearance item, that has been listed as that since 2012 after Halloween, so no it was not changed after she purchased. Here is her invoice,26.59 again this is a 80-90 dollar costume, this is below wholesale cost and was absolutely part of our clearance sale. We can not reduced this any further ad our apologies the rep. may have been told by the costumer that is was not a clearance and therefore thought it was replaceable, when in fact it was not a full price item. The best again we can do is a 3.00 dollar credit for repair cost.

Total Weight is 2 lbs. 0 oz.

Sub-Total:

$26.59

Review: I ordered a costume from this company on November 4th. It is now November 25 and I still have not received my item or an email containing shipment information. On the website my order is apparently still "processing". I have sent two emails asking when I can expect my shipment to arrive and have received no response. I also tried to call the customer service number on the website which was automated and led to leaving a voicemail...for which I have also not received a response. The payment has left my account, so I am more than upset at this point.Desired Settlement: All that I would like is my money refunded back to my credit card and my order cancelled at this point. Thank you.

Business

Response:

Our apologies we did let the customer know this was a back-ordered item, we can have it checked if she still wants this item to see if it can be shipped now. Please let us know.

Consumer

Response:

I am rejecting this response because: The company did not let me know this was on back-order and there was no "back-order" message or label that appeared when I purchased. Can I please just have my refund. I just want a refund.