Initial Business Response /* (1000, 5, 2015/10/09) */
This is regarding our order *** and we did receive the pictures and did have a conversation with this customer regarding the wrong item picturedWe offered to send the correct item out to the customer but this was declined this as
the customer wanted may more
accessories sent at no charge which were NOT even included, which we declinedWe were more than willing to replace at no additional charge the hammer that was pictured incorrectly
We also said that we would WAIVE the 15% restocking fee should the product get returned, which TO DATE it has not been sent back
We can send ONLY the correct Hammer that is pictured wrong OR we can offer a 20% discount to keep the set OR we can pick up ALL of the items and upon return give a full refund
Please let us know how we can proceed as these were option given to the customer on 10/
Initial Consumer Rebuttal /* (3000, 7, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I shouldn't have to pay for the return of an incorrect item that was delivered to me because of their mistake
I will be happy to return all items, for a full refund once they have sent a shipping label
Final Business Response /* (4000, 9, 2015/10/12) */
As in my previous response I offered to pick up all of the items and upon return give full credit
We can either send a label via email to the customer which will have to be printed out, attached to the package and take the package to UPSOR we can send UPS to the location of the package and have the package picked up and returned
Please let us know which pick up method the customer would like to use
Initial Business Response /* (1000, 6, 2016/03/07) */
Since the order was still in our warehouse I was able to cancel the order in full, therefore there will be no return needed
Initial Consumer Rebuttal /* (3000, 8, 2016/03/10) */
(The consumer indicated he/she DID NOT accept
the response from the business.)
The response was not written in a way that would make me believe that I will be refunded the moneyit makes one believe that only the order was cancelledAnd considering I received an email from them that said, "I apologize, your order has already been processed due to quick automation, and I am unable to cancel it
Once you receive your order, you can certainly return itClick on our website: http://www.officialcostumes.com/Returns for further information on our return and exchange policy
Please be sure to include your return form for credit
Nathaniel
Customer Service
Official Costumes
InteractionID:fd410f27-e626-4f70-a863-7b7bc71d3ec
The response wasn't satisfactoryHowever if they were to include the words full refund as well as full cancellation of order then it will be more satisfactory
Final Business Response /* (4000, 10, 2016/03/12) */
The order has been CANCELED in full therefore the credit card was never chargedThe is a -0- balance due
Initial Business Response /* (1000, 5, 2015/05/21) */
On the ***'s Order *** for the invitations a credit was processed for all of the shipping cost on that order in the amount of $and posted to the account on 4/This was a faxed PO number *** and there were NO other items
on that order
As for the Prom Nite *** order which also was a faxed PO ***, there was only a kit and sashes
I don't see any orders with Prom Nite or ***'s for a photo frame or a crown, therefore I am confused as to the mention of those itemsIf the customer has any specific order numbers or PO numbers that would reference these productsI would be more than happy to look into those situations
I feel both ***'s and Prom Nite fulfilled the order and did correct or compensate the customer for any oversights or inconvenieces that might of occurred
Initial Consumer Rebuttal /* (3000, 7, 2015/05/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Re: Invitations order - during the conversation with the CSR, I was given expedited shipping to compensate for the lost time for the order being delayed by the company, however I was also talked out of a proof to help speed the order because tickets for the event needed to be sold immediatelyWhen the invitations arrived, they were not centered, and we're gramattically incorrectWhen I called the company to report the errors, they said they could reprint, but that the reprint would take at least a week if not more, which we could not afford in time due to the event being so nearI was offered no other compensation for their mistakes
Re: Prom Nite sash order - The first time I spoke to a CSR about this situation, I was assured it was corrected and the original item was being sent for replacement, however, it had not been fixed and required a second phone call to correctThe company again let my order fall through the cracks, and required me to again check up on themNo compensation was offered for my time to correct their mistakes
Re: order # *** - This is the order number which included the picture frames and crownAgain, each time there was a problem, I was the one to make contact to fix a situation, not the companyWhen the second set of frames were found to be discontinued as well, I was not contacted to make the new order, only informed through a phone call initiated by myself was I made aware of the problemAnd when calling to check on the crown days before my event, I was told the order just slipped through the system
My main complaint is the time I have spent trying to fix the service issues of this company and how each time there was a problem, I was the one to make contact, not the companyMy position as prom coordinator is not a paid position, but a volunteer one, and I have spent over hours in phone calls to fix the service issues this company has consistently had in the past monthsSeveral times I was told parts of my order "slipped through cracks in the system" which is unacceptableWe have spent over $in orders this year, and to be told our compensation for our troubles is $75, is also unacceptable"Slipping through the cracks" once is unfortunate, but forgivable, however, for it to happen at least times is negligentFor it to happen this many times, and for the customer to be the one to catch it each time and initiate resolution is appalling serviceAt no time was I ever contacted by the company to report a problem with our ordersThe customer service representatives were often clueless about the problems I found and uninformed about the status of our ordersThe stress of dealing with this company was unnecessary and unacceptable
Final Business Response /* (4000, 9, 2015/05/26) */
Thank you for getting me the updated information on the crown and frame orderThe reason I didn't locate the order as it wasn't under the name of *** but rather ***
As for the crown I see we had questions on the colors wanted but I will check more into the delays as to "why" that item was still held upI will be processing a FULL CREDIT for that item which is $
As for the frames, while we do have stock day the item can sell out the nextI will contact the production area as to "why" we weren't notified of the sold out situation sooner so we could of contacted you earlierThis NOT our order fulfillment procedure, but you are absolutatley correct that your time is very valuable and with that I am giving you 50% off the frames which is another credit of $
I totally agree with you that your valuable time SHOULD NOT be spent contacting us wondering about order status, please be assured that this is NOT our order fulfillment process and I will look into all areas of concern
I will be processing a credit on order *** in a total amount of $A credit memo will be mailed to the school within the next 7-business days
Once again, our sincere apologizes to you regarding your past experience with your recent order
I would think for the prices you charge you’d allow unfiltered customer reviews of your products. Since you do not:
All costumes adult standard male size:
Captain America (#XXXXXXX) – excellent costume, fits well, solid craftsmanship: happy with the purchase
Flash (#XXXXXXXX) – average costume, fit is off in waist / crotch area (weird measurement choices), thankfully no Velcro per the below so repairs minimal: not unhappy with purchase
Thor (#XXXXXXX) – total [redacted] construction, Velcro on arm pieces not attached out of the box (I have to buy super glue to repair), Velcro on chest piece to attach cape shoulders not attached (super glue doesn’t work on that chest piece rubber – no [redacted] idea how I’m going to fix this), worried front center chest piece Velcro won’t stay attached now; also purchased Hammer and wig – Hammer handle bent, crooked and damaged - unusable; wig is total [redacted] (no idea on how to repair to make it usable – trying to gently brush out wig causing it to fall apart): completely ripped off of over $200 on this one, feel stupid for even purchasing, actively encouraging everyone I know to avoid your site now
Iron Man (#XXXXXXXX) – total [redacted] construction, Velcro on straps used for chest and shoulder pieces not even attached (not sure if repairable with super glue yet – this attempt is pending additional purchase of super glue to repair as noted above re: Thor), jumper is thin and poor stitching, Velcro for helmet not attached / fell off after first wear / removal (again – had to repair with super glue): completely ripped off of over $200 on this one, feel stupid for even purchasing, actively encouraging everyone I know to avoid your site now
Spider-Man (#XXXXXXXX) – totally stupid construction makes costume impossible to put on without tearing apart!, rear zipper is horizontal across the shoulders – impossible to insert legs, arms, head in any order without ripping seam, costume is completely unusable!: completely ripped off of over $140 on this one, feel stupid for even purchasing, actively encouraging everyone I know to avoid your site now
Hope you’re happy – you tricked me with my first two purchases and then screwed me out of a little under $600 as I ordered several at once for a Marvel costume day at the office. I’m guessing it’s your business plan so congrats for bending me over with the old bait / switch, but I sincerely hope karma is a real thing so you get the payback you deserve for ripping people off so blatantly.
Initial Business Response /* (1000, 5, 2015/02/19) */
We do apologize for the wrong description we HAD on our website but the product description is now corrected to 10yard rolls. This was corrected within 24 hours. We do NOT CARRY 100yd rolls ** we are unable to make that available. WE...
CAN give full credit to [redacted] for the order placed [redacted] and keep the recieved product with our compliments. Please let me know if this is satisfactory.
On Monday March 02, 2015 I placed an order for two items:
the Complete Deluxe Kids Harry Potter Costume with Accessories and a Harry Potter Owl. Because I needed the items for my nephews birthday on March 07, I paid an additional $9.99 for the UPS Priority 3-4 business day shipping. The total sale was $70.97. On Friday March 06, a package arrived....but no owl and the accessories were not included with the costume. I called their customer service immediately. I was told that the owl would be delivered on Monday because they had until March 09 to make the delivery. I explained that I paid for 3-4 day shipping and that four days was today, Friday. I also did not receive an email notice that one of the items would be shipped separately. Normally, if a company has to split ship my order, I receive some type of notification. So, naturally I was expecting the whole order to arrive on Friday March 06.Eventually Lawrence understood my point and agreed that the additional shipping would be refunded. Because of the intangible cost of not having the full gift intended for my nephew's birthday, I asked if he might grant a discount for future use, thinking that since my nephew would be disappointed on his birthday, I might surprise him on a different day. However, [redacted] stated that he couldn't do this. So, long story short....the company makes an error, my nephew doesn't get his full gift on his birthday and the company doesn't care to provide me with an incentive to shop with them again. I'm surprised that they have an A+ rating from the Revdex.com. they certainly haven't shown me good customer service. On a positive note, [redacted] was very nice and patient. It isn't his fault that the company won't take care of their clients.
Initial Business Response /* (1000, 7, 2014/04/03) */
We have recieved the returned shirt and full credit for $18.99 have been given for the product. A credit memo will be done today for $6.99 for outbound shipping cost. Therefore this order will be credit in full for the cusotmer.
Initial Business Response /* (1000, 5, 2014/12/12) */
Hi [redacted],
I will be happy to refund your order total in full by processing a credit for the 15% restocking fee and the shipping cost which is a total refund of $26.74 which is the cost of your order [redacted] with Official Costumes. I...
CANNOT refund you more monies than you have an order for with Official Costumes. I will get the refund for the total amount filed today.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel the response is not acceptable for the fact that this response should have been the initial response when I notified the company that I had not received my merchandise timely. The issue never should have got to this point. In my opinion some form of compensation should be made for my time, effort and cost in getting this issue resolved.
Consumer Response /* (3000, 13, 2015/01/12) */
After a month of being told I would receive my full refund, I am still waiting for it to post to my credit card.
Per my previous case #[redacted], the company stated they would refund the difference (shipping and restocking fee) held from an item returned 2 months ago. It has been a month since I was told I would get my refund and as of today I am still waiting for the refund to post to my credit card. Let there be no mistake, I want my refund. The company in good faith should also issue me a check for the $12.65 it cost me to return the item to them.
Business Response /* (4000, 15, 2015/01/12) */
We do apologize regarding why the original refund wasn't posted on Amazon. WE are checking on this today and will update the refund on Amazon. I do see we did process a credit for $9.98 for a total refund. We CANNOT refund more monies than what was spent on Amazon.
Initial Business Response /* (1000, 5, 2015/01/16) */
Good Morning, I have notified my Credit Department to stop sending you statements. We do apologize for this inconvenience to you regarding the wrong image on the website when you ordered originally and our Web Design group is getting...
the image update on our site. As for getting the order canceled, unfortunately when we recieved that request the order had alrerady shipped. I do see that an order acknowledgement was sent via email, but many times this goes into SPAM at the end users end.
On behalf of Official Costumes we do apologize for this inconveniences you occured.
Initial Business Response /* (1000, 5, 2015/10/30) */
We do apologize for the damaged Stormtrooper costume you received. We will also let our web design group know to include more detailed information regarding the product on our website. As for the costume and being molded on both side we...
DO NOT have, BUT we will process a FULL CREDIT for the grouping you received which is $89.99 to the payment method used. We WILL not be picking up the item you may keep it with our compliments.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/11/19) */
Hi [redacted],
We sincerely apologize for this inconveniece to you regarding the damaged item [redacted]. I will process a FULL CREDIT for the item. We DO NOT want the item back. I see we have already processed a credit for the damage in...
the amount of $13.59 and was posted back to Pay Pal on 11/13. I will process another credit in the amount of $54.44 which will be a full credit in the amount of $67.99 for that item. Once again, we do apologize for this inconvenience to you.
DO NOT order from this company!!! The fail to provide prompt customer service and fail to provide accurate information on their website. It will just lead to a lot of frustration.
I orderd a costume at a great clearance price, the item was listed as in stock with same day shipping as long as the order was placed by 1:00 pm. I placed my order after the same day shipping time but assuming that it would ship out the next day no problem. Two days later I still have no email notification that my order has shipped so I contacted the company via "online chat". I was told that the costume was on backorder so they would more than likely cancel my order. I was told that I would have to wait to receive a call from customer service to be told that my order was going to be canceled and I would receive a refund............I am waiting for my phone call and my refund (I may add a second review with the length of time this actually takes). But I had to warn others not to even bother with this company asap!
Out of curiosity I checked the website to see if they had updated the costume as "out of stock" since it had been 2 days and it still showed as in stock. There are continuing to try and sell something they do not have.
I received an apology from customer service but they could no answer why they fail to update their site and notify customers in a timely manner. She ended the chat herself with another apology and a thank you...............guess I didn't have any other questions.
Initial Business Response /* (1000, 5, 2016/01/04) */
We will process a FULL credit for the return
merchandise. Unfortunately, when the return was received there were NO notes as to why, therefore a restocking fee was applied. Another credit in the amount of $29.50 will be processed today...
which is a FULL refund on the merchandise as well as the outbound shipping.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Satisfied with their response. Although, I have the paperwork that we submitted that told exactly why we were returning the item, so that part of their statement is not correct. I can show proof of this if necessary. So apparently someone in their company does not pay attention to paperwork that is submitted when returning an item. Not pleased about that part.
Initial Business Response /* (1000, 5, 2015/10/09) */
This is regarding our order *** and we did receive the pictures and did have a conversation with this customer regarding the wrong item picturedWe offered to send the correct item out to the customer but this was declined this as
the customer wanted may more
accessories sent at no charge which were NOT even included, which we declinedWe were more than willing to replace at no additional charge the hammer that was pictured incorrectly
We also said that we would WAIVE the 15% restocking fee should the product get returned, which TO DATE it has not been sent back
We can send ONLY the correct Hammer that is pictured wrong OR we can offer a 20% discount to keep the set OR we can pick up ALL of the items and upon return give a full refund
Please let us know how we can proceed as these were option given to the customer on 10/
Initial Consumer Rebuttal /* (3000, 7, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I shouldn't have to pay for the return of an incorrect item that was delivered to me because of their mistake
I will be happy to return all items, for a full refund once they have sent a shipping label
Final Business Response /* (4000, 9, 2015/10/12) */
As in my previous response I offered to pick up all of the items and upon return give full credit
We can either send a label via email to the customer which will have to be printed out, attached to the package and take the package to UPSOR we can send UPS to the location of the package and have the package picked up and returned
Please let us know which pick up method the customer would like to use
Initial Business Response /* (1000, 6, 2016/03/07) */
Since the order was still in our warehouse I was able to cancel the order in full, therefore there will be no return needed
Initial Consumer Rebuttal /* (3000, 8, 2016/03/10) */
(The consumer indicated he/she DID NOT accept
the response from the business.)
The response was not written in a way that would make me believe that I will be refunded the moneyit makes one believe that only the order was cancelledAnd considering I received an email from them that said, "I apologize, your order has already been processed due to quick automation, and I am unable to cancel it
Once you receive your order, you can certainly return itClick on our website: http://www.officialcostumes.com/Returns for further information on our return and exchange policy
Please be sure to include your return form for credit
Nathaniel
Customer Service
Official Costumes
InteractionID:fd410f27-e626-4f70-a863-7b7bc71d3ec
The response wasn't satisfactoryHowever if they were to include the words full refund as well as full cancellation of order then it will be more satisfactory
Final Business Response /* (4000, 10, 2016/03/12) */
The order has been CANCELED in full therefore the credit card was never chargedThe is a -0- balance due
Initial Business Response /* (1000, 5, 2015/05/21) */
On the ***'s Order *** for the invitations a credit was processed for all of the shipping cost on that order in the amount of $and posted to the account on 4/This was a faxed PO number *** and there were NO other items
on that order
As for the Prom Nite *** order which also was a faxed PO ***, there was only a kit and sashes
I don't see any orders with Prom Nite or ***'s for a photo frame or a crown, therefore I am confused as to the mention of those itemsIf the customer has any specific order numbers or PO numbers that would reference these productsI would be more than happy to look into those situations
I feel both ***'s and Prom Nite fulfilled the order and did correct or compensate the customer for any oversights or inconvenieces that might of occurred
Initial Consumer Rebuttal /* (3000, 7, 2015/05/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Re: Invitations order - during the conversation with the CSR, I was given expedited shipping to compensate for the lost time for the order being delayed by the company, however I was also talked out of a proof to help speed the order because tickets for the event needed to be sold immediatelyWhen the invitations arrived, they were not centered, and we're gramattically incorrectWhen I called the company to report the errors, they said they could reprint, but that the reprint would take at least a week if not more, which we could not afford in time due to the event being so nearI was offered no other compensation for their mistakes
Re: Prom Nite sash order - The first time I spoke to a CSR about this situation, I was assured it was corrected and the original item was being sent for replacement, however, it had not been fixed and required a second phone call to correctThe company again let my order fall through the cracks, and required me to again check up on themNo compensation was offered for my time to correct their mistakes
Re: order # *** - This is the order number which included the picture frames and crownAgain, each time there was a problem, I was the one to make contact to fix a situation, not the companyWhen the second set of frames were found to be discontinued as well, I was not contacted to make the new order, only informed through a phone call initiated by myself was I made aware of the problemAnd when calling to check on the crown days before my event, I was told the order just slipped through the system
My main complaint is the time I have spent trying to fix the service issues of this company and how each time there was a problem, I was the one to make contact, not the companyMy position as prom coordinator is not a paid position, but a volunteer one, and I have spent over hours in phone calls to fix the service issues this company has consistently had in the past monthsSeveral times I was told parts of my order "slipped through cracks in the system" which is unacceptableWe have spent over $in orders this year, and to be told our compensation for our troubles is $75, is also unacceptable"Slipping through the cracks" once is unfortunate, but forgivable, however, for it to happen at least times is negligentFor it to happen this many times, and for the customer to be the one to catch it each time and initiate resolution is appalling serviceAt no time was I ever contacted by the company to report a problem with our ordersThe customer service representatives were often clueless about the problems I found and uninformed about the status of our ordersThe stress of dealing with this company was unnecessary and unacceptable
Final Business Response /* (4000, 9, 2015/05/26) */
Thank you for getting me the updated information on the crown and frame orderThe reason I didn't locate the order as it wasn't under the name of *** but rather ***
As for the crown I see we had questions on the colors wanted but I will check more into the delays as to "why" that item was still held upI will be processing a FULL CREDIT for that item which is $
As for the frames, while we do have stock day the item can sell out the nextI will contact the production area as to "why" we weren't notified of the sold out situation sooner so we could of contacted you earlierThis NOT our order fulfillment procedure, but you are absolutatley correct that your time is very valuable and with that I am giving you 50% off the frames which is another credit of $
I totally agree with you that your valuable time SHOULD NOT be spent contacting us wondering about order status, please be assured that this is NOT our order fulfillment process and I will look into all areas of concern
I will be processing a credit on order *** in a total amount of $A credit memo will be mailed to the school within the next 7-business days
Once again, our sincere apologizes to you regarding your past experience with your recent order
I would think for the prices you charge you’d allow unfiltered customer reviews of your products. Since you do not:
All costumes adult standard male size:
Captain America (#XXXXXXX) – excellent costume, fits well, solid craftsmanship: happy with the purchase
Flash (#XXXXXXXX) – average costume, fit is off in waist / crotch area (weird measurement choices), thankfully no Velcro per the below so repairs minimal: not unhappy with purchase
Thor (#XXXXXXX) – total [redacted] construction, Velcro on arm pieces not attached out of the box (I have to buy super glue to repair), Velcro on chest piece to attach cape shoulders not attached (super glue doesn’t work on that chest piece rubber – no [redacted] idea how I’m going to fix this), worried front center chest piece Velcro won’t stay attached now; also purchased Hammer and wig – Hammer handle bent, crooked and damaged - unusable; wig is total [redacted] (no idea on how to repair to make it usable – trying to gently brush out wig causing it to fall apart): completely ripped off of over $200 on this one, feel stupid for even purchasing, actively encouraging everyone I know to avoid your site now
Iron Man (#XXXXXXXX) – total [redacted] construction, Velcro on straps used for chest and shoulder pieces not even attached (not sure if repairable with super glue yet – this attempt is pending additional purchase of super glue to repair as noted above re: Thor), jumper is thin and poor stitching, Velcro for helmet not attached / fell off after first wear / removal (again – had to repair with super glue): completely ripped off of over $200 on this one, feel stupid for even purchasing, actively encouraging everyone I know to avoid your site now
Spider-Man (#XXXXXXXX) – totally stupid construction makes costume impossible to put on without tearing apart!, rear zipper is horizontal across the shoulders – impossible to insert legs, arms, head in any order without ripping seam, costume is completely unusable!: completely ripped off of over $140 on this one, feel stupid for even purchasing, actively encouraging everyone I know to avoid your site now
Hope you’re happy – you tricked me with my first two purchases and then screwed me out of a little under $600 as I ordered several at once for a Marvel costume day at the office. I’m guessing it’s your business plan so congrats for bending me over with the old bait / switch, but I sincerely hope karma is a real thing so you get the payback you deserve for ripping people off so blatantly.
Never again from me / anyone I know.
Initial Business Response /* (1000, 5, 2015/02/19) */
We do apologize for the wrong description we HAD on our website but the product description is now corrected to 10yard rolls. This was corrected within 24 hours. We do NOT CARRY 100yd rolls ** we are unable to make that available. WE...
CAN give full credit to [redacted] for the order placed [redacted] and keep the recieved product with our compliments. Please let me know if this is satisfactory.
On Monday March 02, 2015 I placed an order for two items:
the Complete Deluxe Kids Harry Potter Costume with Accessories and a Harry Potter Owl. Because I needed the items for my nephews birthday on March 07, I paid an additional $9.99 for the UPS Priority 3-4 business day shipping. The total sale was $70.97. On Friday March 06, a package arrived....but no owl and the accessories were not included with the costume. I called their customer service immediately. I was told that the owl would be delivered on Monday because they had until March 09 to make the delivery. I explained that I paid for 3-4 day shipping and that four days was today, Friday. I also did not receive an email notice that one of the items would be shipped separately. Normally, if a company has to split ship my order, I receive some type of notification. So, naturally I was expecting the whole order to arrive on Friday March 06.Eventually Lawrence understood my point and agreed that the additional shipping would be refunded. Because of the intangible cost of not having the full gift intended for my nephew's birthday, I asked if he might grant a discount for future use, thinking that since my nephew would be disappointed on his birthday, I might surprise him on a different day. However, [redacted] stated that he couldn't do this. So, long story short....the company makes an error, my nephew doesn't get his full gift on his birthday and the company doesn't care to provide me with an incentive to shop with them again. I'm surprised that they have an A+ rating from the Revdex.com. they certainly haven't shown me good customer service. On a positive note, [redacted] was very nice and patient. It isn't his fault that the company won't take care of their clients.
Initial Business Response /* (1000, 7, 2014/04/03) */
We have recieved the returned shirt and full credit for $18.99 have been given for the product. A credit memo will be done today for $6.99 for outbound shipping cost. Therefore this order will be credit in full for the cusotmer.
Initial Business Response /* (1000, 5, 2014/12/12) */
Hi [redacted],
I will be happy to refund your order total in full by processing a credit for the 15% restocking fee and the shipping cost which is a total refund of $26.74 which is the cost of your order [redacted] with Official Costumes. I...
CANNOT refund you more monies than you have an order for with Official Costumes. I will get the refund for the total amount filed today.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel the response is not acceptable for the fact that this response should have been the initial response when I notified the company that I had not received my merchandise timely. The issue never should have got to this point. In my opinion some form of compensation should be made for my time, effort and cost in getting this issue resolved.
Consumer Response /* (3000, 13, 2015/01/12) */
After a month of being told I would receive my full refund, I am still waiting for it to post to my credit card.
Per my previous case #[redacted], the company stated they would refund the difference (shipping and restocking fee) held from an item returned 2 months ago. It has been a month since I was told I would get my refund and as of today I am still waiting for the refund to post to my credit card. Let there be no mistake, I want my refund. The company in good faith should also issue me a check for the $12.65 it cost me to return the item to them.
Business Response /* (4000, 15, 2015/01/12) */
We do apologize regarding why the original refund wasn't posted on Amazon. WE are checking on this today and will update the refund on Amazon. I do see we did process a credit for $9.98 for a total refund. We CANNOT refund more monies than what was spent on Amazon.
Initial Business Response /* (1000, 5, 2015/01/16) */
Good Morning, I have notified my Credit Department to stop sending you statements. We do apologize for this inconvenience to you regarding the wrong image on the website when you ordered originally and our Web Design group is getting...
the image update on our site. As for getting the order canceled, unfortunately when we recieved that request the order had alrerady shipped. I do see that an order acknowledgement was sent via email, but many times this goes into SPAM at the end users end.
On behalf of Official Costumes we do apologize for this inconveniences you occured.
Initial Business Response /* (1000, 5, 2015/10/30) */
We do apologize for the damaged Stormtrooper costume you received. We will also let our web design group know to include more detailed information regarding the product on our website. As for the costume and being molded on both side we...
DO NOT have, BUT we will process a FULL CREDIT for the grouping you received which is $89.99 to the payment method used. We WILL not be picking up the item you may keep it with our compliments.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/11/19) */
Hi [redacted],
We sincerely apologize for this inconveniece to you regarding the damaged item [redacted]. I will process a FULL CREDIT for the item. We DO NOT want the item back. I see we have already processed a credit for the damage in...
the amount of $13.59 and was posted back to Pay Pal on 11/13. I will process another credit in the amount of $54.44 which will be a full credit in the amount of $67.99 for that item. Once again, we do apologize for this inconvenience to you.
DO NOT order from this company!!! The fail to provide prompt customer service and fail to provide accurate information on their website. It will just lead to a lot of frustration.
I orderd a costume at a great clearance price, the item was listed as in stock with same day shipping as long as the order was placed by 1:00 pm. I placed my order after the same day shipping time but assuming that it would ship out the next day no problem. Two days later I still have no email notification that my order has shipped so I contacted the company via "online chat". I was told that the costume was on backorder so they would more than likely cancel my order. I was told that I would have to wait to receive a call from customer service to be told that my order was going to be canceled and I would receive a refund............I am waiting for my phone call and my refund (I may add a second review with the length of time this actually takes). But I had to warn others not to even bother with this company asap!
Out of curiosity I checked the website to see if they had updated the costume as "out of stock" since it had been 2 days and it still showed as in stock. There are continuing to try and sell something they do not have.
I received an apology from customer service but they could no answer why they fail to update their site and notify customers in a timely manner. She ended the chat herself with another apology and a thank you...............guess I didn't have any other questions.
Initial Business Response /* (1000, 5, 2016/01/04) */
We will process a FULL credit for the return
merchandise. Unfortunately, when the return was received there were NO notes as to why, therefore a restocking fee was applied. Another credit in the amount of $29.50 will be processed today...
which is a FULL refund on the merchandise as well as the outbound shipping.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Satisfied with their response. Although, I have the paperwork that we submitted that told exactly why we were returning the item, so that part of their statement is not correct. I can show proof of this if necessary. So apparently someone in their company does not pay attention to paperwork that is submitted when returning an item. Not pleased about that part.