Costume Supercenter

Review: I order two Mrs. Claus's items on December 1, 2014 and they were to arrive by Friday December 5, 2014. They did not. So I went to the event without them. Then on Wednesday, December 16, 2014 I received a UPS notification in my PO box. I called the UPS store to have them hold the package because I was unable to pick anything up during Monday-Friday 9-5 so they were to hold my package on day later on until December 19, 2014, I went to the downtown UPS location which is 10 miles from my house to pick up the item and it had been returned back to UPS. They told me to call the 1800 number and they would wave the fee. I called. They wouldn't wave the fee because Costume Super store charged the fee through their account. When I called the super store to get this fee of $7.99 reversed they said no. I said you didn't deliver the item on time. You also do not have a website that says we do not deliver UPS items to PO Boxes. They were completely unhelpful, rude and said you'd be charged a restocking fee anyways. I simply stated, I didn't receive the item by the date you said I would. To me this is horrible customer service. If you can't provide something to be delivered on time you don't charge the customer you take the hit yourself. I want my $7.99 to be charged by to my credit card.Desired Settlement: I want the $7.99 charge for order number [redacted] to be put back on my credit card. I spoke with a sales agent on the phone and a manager and the manager (a man) had nothing but attitude and wouldn't see things from a different perspective. Which is the worst kind of customer service one can ever provide.

Business

Response:

The customer has been refunded for the $7.99 Return to Sender fee they were charged. The credit will appear in her account in 5-7 business days.

Review: I purchased birthday party supplies on Saturday night 12/27/2014. The website instructed me that the express guaranteed shipping option would give a guaranteed delivery of Wednesday 12/31/2014. I paid more for shipping to receive products for a party scheduled on Friday 1/2/15. After receiving shipment confirmation on Monday 12/29 they changed shipping expedited without my permission and it will not deliver until Friday 1/2. I contacted customer service and after 6 phone calls between last night and today and 3 supervisors, they are unwilling to help. They said it was an error in their system not accounting for the holidays but upon calling [redacted] to see about any options with them they said the shipper ended up putting order in as ground shipping. They instructed me to call [redacted] to drive and meet them at one of their locations to get my order in time before the party even after paying for express GUARANTEE shipping. I was told my a representative they would send a replacement order out today as a one day air because [redacted] is delivering one day air packages only on new years eve. However upon calling this morning to verify he placed the replacement order they said there was no way that would happen because the form/request he filled out isn't even reviewed by corporate for 24-48 hours. So even though none of this is my fault they aren't helping at all and I know this may seem materialistic and immature but I have nothing for my girls party now and the closest party store is 1 hour 45 minutes away. I paid for that shipping for a reason and the only thing they'll do is refund my money after I'm inconvenienced to send package back once receiving it. They wouldn't make any attempt to call and expedite the corporate decision or anything to do what their representative told me and send out another today one day air.Desired Settlement: At this point I don't know what I'll do for their party but to choose to receive delivery or to receive replacement wouldn't be helpful at this point due to time so I would like a full refund without the inconvenience of having to reship items. It's bad enough that I'll have to figure out what to do for party supplies and paying for that too.

Business

Response:

The customer has been in contact with our Corporate Office via Social Media. The shipping that she paid on the order has been refunded and even though she didn’t want to return the merchandise, we have refunded 15% off her merchandise total. These refunds were processed on 1/5/15 in the amount of $52.26. This refund will appear in her account in 5-7 business days.

Review: On October 5, 2013 I mailed a list of merchandise along with a money order for the full amount of the items ordered to Costume Supercenter. On Wednesday October 9, 2013 I called the Costume Supercenter to find out if they had received and processed my order. I was told that they had not yet received it. I was also told to call back on Friday October 11, 2013 and I did so at 8:30 a.m. and was again told that my order wasn't received. I was told to call back on the afternoon of October 11, 2013. I was concerned that they had not received my money order within seven days so I called Global Express to have the money order stop payment. I was told by Global Express that the money order had been cashed on Friday October 11, 2013. I called Costume Supercenter and told them the money order had been cashed. I was told that it would take 48 hours for them to look into the matter but no one called me back. I called Costume Supercenter on Monday October 14, 2103 at 9:45 a.m. and spoke to [redacted]. She said she would call me back before the end of the day. [redacted] called at 9:45 p.m. and told me to provide proof that I had sent an order and a money order to them which I faxed on Tuesday October 15, 2013. I spoke to [redacted] on Tue and she confirmed that they had received my fax and she told me to give them 48 hours to look into it. I called on Oct, 17, 2013 and spoke to [redacted] who couldn't find the order or the fax. She asked for information that I had given previously. [redacted] told me that she would call before the end of the day on October 17, 2013. They have my money but no one can find my order or verify that they did indeed cash the money order that I sent.Desired Settlement: I want the items delivered to me before October 26, 2013.

Business

Response:

Our Finance Dept has verified that this customer's money order was received and cashed. I tried to call the customer and advise of her order number, [redacted] and her delivery date of 10/24/13, but the phone number may be invalid as it has been busy all morning.

Review: Someone fraudulently used my credit card number to order from the store online (as well as other places). I emailed customer service to see if I could get the shipping address used to file in my police report. "[redacted]" replied and advised to call then with the card number to look that up. I called and [redacted] put me on hold to look for [redacted], after 5 min came back on to say they don't transfer calls. So I tell [redacted] the problem and what I need. She takes my credit card info, looks up and finds the order info and then says she cannot give me the shipping address or the name they used (not my name- the name on the card). If they couldn't give me that info, why email me back to call them, and then why ask for the card # to look it up when I called? I need some kind of info to be able to file with the police or at least the FTC, why are they protecting a criminal? If it was my money/card used, am I not the customer? When I asked to speak to a supervisor [redacted] cold transferred me to a generic voicemail with no name. Some definite customer service training is needed at the very least. Also, if their policies are to protect criminals using scams instead of victims, then their business practices are very questionable.Desired Settlement: I would like to get the shipping address used on "my" order so that I can provide that info to the proper authorities and hopefully stop this from happening to someone else. At the very least, I would like their customer service to be trained better that if that info cannot be provided, it would have been conveyed in the original response email.

Business

Response:

To whom it may concern,Based on the customer information provided, I was unable to locate any order in our system for her. I called and left a message asking for Jennifer to reach back out to me to provide more information. Based on her complaint, we have reviewed the procedure that should be followed by representatives concerning fraudulent orders, but as a practice, we cannot release any information to customers over the phone in fraud cases. The customer will have to file a report with her bank to open an investigation and any information will be provided by our finance department to the appropriate bank representative when contacted.Thank you,

Review: I purchased an item on this company's website and chose the $16.99 2 day shipping, when I processed the payment it automatically changed it to the $7.99 standard shipping. I contacted the company right away and was on hold for 10 minutes. I then spoke with a CSR and she stated tha the item was already being "picked" and they are unable to change the shipping. I the ask if I could just cancel the order and she said no, so I asked to speak with a supervisor. The supervisor got on the phone and I told him my issue and he put me on hold and looked into the problem and the came back and told me there was nothing that could be done and that my only option and return it when it comes in the mail. I told him I needed this BY 10/22/14 and he said I'm sorry there is nothing we can do.Desired Settlement: expedite the shipping!

Business

Response:

Unfortunately, we are unable to upgrade shipping on an order that has been processed by our warehouse or already shipped. If the delivery will not meet the customer's need by date, the order can be returned. I have noted the order so that the customer will be refunded in full including shipping and not charged for using our Pre-paid label.

Review: On 10/26/15 I had placed a costume order on wholesalehalloweencostumes.com I had paid $26.91 for the costume and $15.99 for EXPRESS GUARANTEED 2 day shipping. Prior to ordering, I had verified their Real-time delivery calculator which specified that the product would be delivered in home 10/29. After work on 10/29, it was not delivered. Immediately, I checked my email for the United States postal service tracking information. It stated expected delivery was 10/30. I then contacted customer service and spoke with Indira. I told her that I hadn't received my order and that I had paid to receive the product on 10/29, not 10/30. As of 10/31 I have not received the costume. I've contacted my credit card company to dispute the charges. Also, I had checked their website, and it appears that they've altered my account to reflect that I had only paid costume charges. According to Richard in the dispute department at Carnival MasterCard, there are no pending credits to my account. My dispute case# filed on 10/31 is [redacted]. My account has been credited the $42.90 while the case is in dispute with the credit card company.Desired Settlement: 1. The $42.90 remains credited to my account2. To return the item 3. Wholesalecostumes will pay the return shipping fee

Business

Response:

To whom it may concern, After reviewing the delivery details for Ms. [redacted]'s order, we do see it was delivered outside of the expected date, and as of today a full refund was issued for the account. We do not require the costume be returned to our warehouse and we have left a message for Ms. [redacted] stating as such. The refund should be reflected back in her account in about 5-7 business days. Wholesale Halloween Costumes605.271.7393

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.

[redacted]

Review: I ordered a product for $37 dollars including shipping, never received product, and company had not refunded me despite several complaints

Review: On 9/13 I spoke with a representative via chat in regards to a lost package. The representative gave the option of a refund for the lost package or to resend the package.

I opted to resend. Via chat, she asked if Thursday, 9/17 was an acceptable delivery date. I said "Yes".

I did not receive the package on 9/17.

On Saturday, 9/19 (10:22am), I spoke to a representative via phone to discuss. We conversed for 45 minutes when the phone hung up. I did not get a chance to call back until Tuesday, 9/22.

On 9/22 (6:53am), I spoke to a representative and explained the importance of receiving the order by 9/26 because that is the day of the party. I mentioned that if they were unable to resend the package by 9/26 that I would like a refund because I would not be able to use the contents anytime afterwards as my party was 9/26.

I specifically asked the representative to confirm the delivery date of the package. He said, "Friday, September 25th". I told him Thank You very much.

I chatted online today with Cami and she explained the package would arrive on 9/29. When I informed her the representative on 9/22 confirmed a delivery date of 9/25, she said she was sorry for the inconvenience, but there's nothing that can be done. She stated the rep would be retrained. I asked for a refund instead as the delivery date was clearly past the party date and not at all what the representative communicated or confirmed, the stated they are unable to refund resent items.

She then suggested I speak to a Supervisor and they'd explain the same thing to me. I am completely dissatisfied at her lack of concern or attempt to rectify.

Not receive those personalized mat and labels for my son's 1st birthday party is significant to me. It may not be to them, but her lack of alternative resolution leaves much to be desired.Desired Settlement: What I would like is to receive a refund for my purchase. I was given this option twice and asked for a refund on 9/22 in lieu of the package BUT the representative confirmed it would be delivered in time.

Since the representative was not truthful in giving me a correct delivery date, I would like a refund.

I have never, ever had to complain on a company for anything, but I feel it necessary as I feel Cami (online rep) was completely abrupt in her responses and did not even attempt to make this right...even after I explained how the personalized mats were critical to the party and activities.

As a customer, I am completely disappointed that over the course of 2 weeks, this package was not resent and none of the 4 representatives I spoke to was able to provide sufficient Customer Service.

Business

Response:

To whom it may concern,I have called the customer and apologized for the delay in the arrival of her lost package. It would appear that the replacement order that was sent out on 9/22 was originally scheduled for delivery on 9/25, but due to a mis-routing by UPS, the order will not arrive until 9/29. Due to the order arriving after the customer's need by date, we have refunded the original order in full and the customer will not have to return any of the items she receives. Thank you,

Review: I originally purchased this item for a grand total of $73.96[redacted]. However a day after I purchased the item, the price of the item listed on the website dropped to a base price of $39.99[redacted]. I contacted the merchant through their phone line and they told me that they would adjust the order to the new price and refund me the difference. The adjusted my order status on their website to reflect a new grand total of $56.58[redacted]. However, I was still charged $73.96 [redacted] and was never issued the partial refund. The tax on the order is also calculated incorrectly now as well since it was calculated based on the original item's cost. I called the seller again about this issue, and they told me that [redacted] declined the refund and that they would escalate this issue and told me to call back. Meanwhile I contacted[redacted] support line and they told me that they had no record of any refund being issued. I still have not received any partial refund on [redacted] or my credit card, so I called back a few days later and the agent told me that it showed the refund as being processed on their end. However, I still have not received any refund on my end in any form, even after several calls back and forth. My order number is[redacted].Desired Settlement: I am requesting a partial refund of $22.98 [redacted] to cover the difference between the price I was billed and the price I should have been billed.

Business

Response:

I have reviewed this order and I see that the customer emailed us regarding this issue. The Email Supervisor emailed our Finance Department to have them manually process this [redacted] refund on 10/27/14. I have emailed them again today and I will call the customer when I have a response from them.

Review: I order from them a week ago. MY item is to be delivered today and I was just charged. It had shown up on my card but then was removed and now it is on there again. When I Called I was talked to like I was stupid and they could not tell me why.Desired Settlement: I feel that they have charge me two time and I want to be reimbursed for my order.

Business

Response:

There was a pending authorization hold placed on funds in the amount of $45.33 on 10/12/13. We collected on that authorization/charged the account on 10/18/13 for the same amount. The authorization number is the same as the deposit number. We only charged this customer once. There isn't a refund due.

Consumer

Response:

I am rejecting this response because:

They should not have sent the order with out payment. They charged me the day I recived the order. That does not make me happy. and I will never ever order from them again. Even though I had seen more than one thing I wanted. They are rude and they can have the money but I will tell ever one I know that THEY SUCK. Coustomer service needs to be number 1 and they do not have it.

Review: I ordered the indian maiden costume. August 7, 2014. Item # [redacted] It arrived in prompt time. But I am a very busy person and neglected to open the costume until today, Oct 31, 2014 of which now is when I needed it. It says it is 100% polyester. and it very well maybe, but it is SUPER thin. you can see through the material. The material it is made from is so thin, it would rip if it gets touched by anything. I can read through the material, the product description of the item. I paid 32.35 for something totally not quality merchandise. I can NOT use this. It was a full figured Adult size. Anyone in the right mind knows you cant put a paper dress on anyone and it not rip. I called the customer service at 3:00pm on Oct 31, 2014 and was told I had to return it within 10 days of purchase to receive a refund. I had no reason to assume it was of such a low quality material I would have not been able to wear it. I am totally unsatisfied. I ordered a poodle skirt costume for my mother from this same company, which she loved and it was made of high quality material. I had no reason to question about my costume. But I am VERY disappointed.Desired Settlement: I request a refund of my money. The costume has not been worn, it has all its packaging.

Thank you [redacted]

Business

Response:

There are only a handful of manufacturers in this industry, so we receive our merchandise from the same vendors as all other retailers both brick and mortar and all Internet retailers. We did not manufacture the item that the customer received. It is the consumer's responsibility to inspect items that are delivered and to be aware of a company's return policy. As it is not only beyond our 10 day return policy, but also beyond our 30 day grace period for returns, we are unable to allow the return of this order.

Review: I placed my order with Costumesupercenter.com on their website. When I placed my order I used a discount code of 20% and chose the first shipping option which was regular ground shipping. My total was like 37. something. When I received my order the packing receipt showed full price and premium shipping charge of $27.49. They charged my credit card $64.46. I called them and they said there was nothing they could do. I said your website must have a glitch or something because that was not the total it showed me just before I submitted it. I did not choose that shipping option. They would do nothing. I then asked for my discount of 20% and they did give me that.

IDesired Settlement: Refund the premium shipping charges.

Business

Response:

The customer's order came through with Next Day by 10:30am Guaranteed delivery in the amount of $27.49. As UPS delivered the order based on that shipping option, we are unable to refund the customer's shipping charges.

Consumer

Response:

I am rejecting this response because:

The company can say that but I did not ask for over night shipping. I placed this order on Sunday 10/12, why would I need to get a Halloween costume on a Tuesday 10/14 which was when it arrived. The website was having difficulties that same day I placed my order. I had to re enter my information 3 different times that day. I again am requesting the shipping charges be refunded.

Business

Response:

The customer's order confirmation email indicates the shipping method selected. The customer's email was sent to them on 10/12/14. They did not call us regarding the shipping until 10/15/14 which was 2 days after the order was delivered. The shipping charges will not be refunded.

Review: I had place a order for 4 children's Tiaras & 4 Indian Headdress . When I received the package it came in a 5 foot box. It appeared the box was damaged, When I opened the box all 4 of the Tiaras we all damaged. Stones removed and twisted & bent. I called & reported it right away. The CS agent who answered the phone told me that they don't send replacements anything over $15.00 that I would need to re buy then again, then reship them back to them to them. So they did send the 2 lower Iteams as they were under the 15.00 but the other 2 were not. The total together that they owe me is $53.80.Once they receive them I will then receive a credit back to my credit card. I have yet to get the credit. I called them after I tracked the package to say it was delivered & they would credit my card & call my bank with the info so they can release it back to my acct. That same night I had received 2 emails about 20 mins from one another stating I sent back the wrong product , then they corrected it with the right stuff this was at 10:30 pm est. Then I received a another email the next day at 6:30 stating they had already credited me. I called my Bank & they checked & even in the hold part & there was nothing from them. I called back & the CS told me well let me tell you Mame THIS IS WHAT Happens WHEN YOU BUY OFF LINE. THAT I SHOULD EXPECT THIS!! I have since checked all over their website & there is nothing that stats they dont cover anything over $15.00. I have yet to receive my credit. Can you PLEASE HELP ME GET MY REFUND??? PLEASE AS I AM A SINGLE MOM & THIS WAS MY RENT MONEY....Desired Settlement: They owe me $53.80 to my Visa debit card that I used to place this order

Business

Response:

The customer was refunded manually by our Finance Department on 10/3/13 after the original refund did not go through on 10/2/13. The refund transaction ID number is [redacted]. The customer can provide her bank with this number to verify the refund.

Consumer

Response:

I am rejecting this response because:

It was not credited back until Oct 5th THEY LIED!!. After many calls to their Customer Service as they told me it was credited back on Sept 30, Oct 1st, Oct 2nd, Oct 3rd & Oct 4th. I asked them for the transaction # to give to my Bank and they couldn't give me one as they stated they don't get one.Funny how they provided one to you THE Revdex.com. They gave me the runaround as well as many others.There are many people who complained about the same thing on their Facebook Page. As well as I was told by their own CS no offense this is what you get when you buy off line. I WILL NEVER EVER DO BUSINESS WITH THEM EVER AGAIN!!

Review: I placed and order, it was supposed to be delivered on October 15th, The UPS driver gave my package to a stranger and marked it delivered, I call supercenter, explain the situation and also UPS and the started an investigation, Ovtober 24th, UPS told me that investigation was over and that they will refund all the money to supercenter, I then called this company and they say, no problem the refund takes 2/3 days, after that I call and they said 7 to 10 days, I am not going on 20 days and I called and tI call every day and they keep telling me the same thing, UPS gave them their money back, and I can't still get my money refund from supercenter. They never want to communicate me with corporate and nothing ever happens. to this day I still dont have the refund and I lost my money so far. I wish you can do something about this and contact supercenter since they dont care about their small customers.Desired Settlement: I wish they give me my refund and I will be done with this, but all the time wasted and no one cares from Supercenter and I also want them to refund my shipping charges that I paid which was a 2 day shipping and it cost a lot.

Business

Response:

To whom it may concern, [redacted] has been fully refunded for his order that was mistakenly delivered to the wrong person by UPS as of 11/13/15. The phone number we have listed for this account gives a message that it is changed, no longer in service, or has been disconnected, so we were unable to speak with him about his account. Hopefully, [redacted] has received his refund by this time. If there is anything else we can do, please let us know. Sincerely, [redacted]Customer Service ManagerCostume SuperCenter[redacted]

Review: I ordered a Halloween costume and it was supposed to come three days before a Halloween party that I needed it for. There was supposed to be a shipping confirmation and never was. I called when it didn't come and they said it just wasn't shipped and no other reason. So when I called and told them they need to overnight it since it was guaranteed already they said they couldn't guarantee it and that it probably won't get there. So I told them to forget it and refund the full amount. I thought it would be the easiest refund since it wasn't even shipped, I was wrong. That was in October 2014 and now it's Jan 2015 and my statement came and the refund still wasn't there. They did refund some of the amount on the October statement but of course it was the wrong amount. So I've been calling each month and keeping tabs because I feel like they have "conveniently" didn't refund the remaining amount. It seemed sneaky and that they were trying to keep the money when they weren't entitled to any. I have called at least 5 or more times and each time I talk to someone different and they say it will be resolved and on the next statement and that the manager will authorize it and it still doesn't get done. I called on Jan. 21 and a lady said the notes were wrong while everyone else said the notes were correct. I then tell her that the refund amount is $15.98 and to send me a check and to stop trying with the credit card. I then get an email Jan. 22 saying the check amount that is coming in the mail is for 7.99. It's freaking ridiculous and seems sneaky because I told her the amount. So I called that night and spoke with someone else and he told me that it was done wrong and the remaining 7.99 will be put on the credit card. I don't know if it will be. The Revdex.com needs to know because they seem to be sneaky and if I wasn't so organized they would have robbed me of 15.98. They could be robbing other customers and they don't know because they're not paying attention.Desired Settlement: I'm going to see if the credit is put onto my statement and hope the check comes in the mail. I want customers to know that they need to be careful with their refund policy because I'm fed up of monitoring my statement and taking time to call them for months now. My opinion is that they shouldn't be backed by the Revdex.com if they are already. There should be some type of monitoring or notification because this could be happening to other customers and they could be keeping money that doesn't belong to them.

Business

Response:

I'm not sure why the customer is believing they'll receive a check from us, as all refunds are credited back on the original form of payment used when an order is placed. I have reviewed all of the transactions relating to this customer's [redacted] card ending in [redacted] through our [redacted] bank account. There was a refund in the amount of $33.24 on 10/26/15, a refund of $7.99 on 1/23/15, and a refund of $7.99 on 1/24/15. The refunds total $49.22 which is how much the customer was originally charged on 10/22/14. The customer has been refunded in full. Transaction numbers are accessible if needed so she can verify these refunds with her Financial Institution.

Review: I ordered ten buckets and shovels for a kid's party. The website picture shows four different colors -- red, green, yellow and blue. They do not allow you to choose the colors you want. "Sold separately, each 5" bucket and 6" shovel set comes in a variety of colors including red, yellow, red and blue. This item is sold assorted - please note we cannot guarantee you will receive any one color." It says "variety" and "assorted" so I was expecting to receive multiple colors. I received ten yellow buckets. If I knew I would have received all the same color I wouldn't have ordered them. I contacted customer service and they said I could return them for a refund but I have to pay for shipping and a 15% restocking fee. This is false advertising.Desired Settlement: Fulll refund and for them to update their website. They should show stacks of buckets all the same color.

Business

Response:

I have discounted the line total by 50% for the customer's inconvenience. They will see the refund of $6.70 reflected in their account in 5-7 business days.

Review: I placed an order with this company on 12/30/15; I paid the extra shipping to have the product expedited to receive on 1/2/16, and I received the package on 1/416. I went ahead and sent the company an email and also refused the package since there was no need for it. From what the tracking information indicates, the company has received the package I refused. I have not heard anything from the company since I have sent them an email, nor have I received a refund.Desired Settlement: I would like a refund for $40.70 in the original form of payment.

Business

Response:

To whom it may concern, It appears Ms. [redacted] was refunded partially on 1/6 by our returns department after the order was received. As it states in our return policy, it can take up to 14 days for the refund to be processed once it is received by our warehouse, and after the refund is processed, it takes about 5-7 business days for the refund to be reflected in the customer's account. The refund for $12.74 should be back to Ms. [redacted] by the end of this week. That being said, according to the tracking information, the order did arrive late, so today the complete refund was created. An additional $27.96 that included the original shipping and refusal charge should be processed by our finance department later today. Again it will take an additional 5-7 business days for the refund to be reflected in the Ms. [redacted]' account. We apologize for the inconvenience.

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.

Review: I pre-ordered a costume for my daughter on their website. (Order #[redacted] - Placed 08/20/2015, charged $41.38) I did this because I had a feeling that the costume was going to be hard to find. When the order shipped, my zip code was changed on the shipping address only, not the billing address. UPS showed the order went to [redacted], TN according to the tracking information. It was then shipped back immediately to back to NJ with the note "Package returned to sender by local post office, undeliverable as addressed. Contact sender for further assistance." I was not contacted. I found out when I checked on my order a few days later.

I live in a new neighborhood that actually didn't show up on the maps for a while. When I look on my phone using google maps it says that I live in [redacted]. I live in [redacted]. My billing information still shows the correct address, but the shipping address in their records showed [redacted], **. We have had trouble in the past with shipments, but never where an item was returned without contacting us.

I called customer service to try to track down my order and understand why it was not delivered. The customer service rep told me that the item was returned to them and I would have to place another order. They told me that I must have inputted the zip code wrong and that they are not in the habit of changing addresses. They told me a refund would be given to me for the costume. I tried to place another order like they suggested, but the costume was no longer in stock according to their site. I had to order the same costume for twice the price from another vendor (Amazon, $68.01) to get it for my daughter because it was no longer in stock at regular retailers.

Today I received an email for the refund amount of $19.39. Not only did I not receive the costume I ordered. They charged me $21.99 for the incorrect shipping address that I did not enter.Desired Settlement: I would like a refund for the remaining of the original amount charged to my credit card plus the difference I had to pay for the costume afterwards.

$21.99 + ($68.01-41.38) = $48.62

Business

Response:

Thank you for your feedback. It appears that our returns department processed the $15 return to sender fee when the order was returned to us without looking at the original order date of 8/20 to realize the policy had not been in place yet. We apologize for this error, and have returned the $15.00 that was initially charged. As the order was undeliverable as address, the return will be for the merchandise only as the original shipping costs do not qualify for a refund. You should see the $15 refund reflected in your account in about 5-7 business days.

Review: I am filling a complaint regarding Order Number:[redacted]. I still have not received the 3 helium tanks for an event that took place on November 8. I was told I would receive the product by November 5. I did not receive the complete order on November 5 as it was still missing the helium tanks. The company did not even realize this until I called. I told them I was very concerned as I needed for an event on Saturday November 8. I told them if the product did not reach me in time I wanted to cancel the order. They told me I would receive by Nov 6. Nov 6 came and passed and I still did not receive. I called back again on Nov 7 and they told me they would cancel the order with corporate. I went out at bought the helium tanks elsewhere.... Then on Nov 10th I get an email that the order shipped. I called the Costume Superstores ###-###-#### phone number and spoke with [redacted] who was a manager and she told me I would be refunded $179.97 within 5-7 business days. She apologized for the incovenience they caused me. Then 2 hours later I receive a voice message from [redacted] also a manager and he informed me that I would not be receiving a refund and they cant cancel the order I never received....I called back and they said the corporate office declined the ability for me to receive my refund. I just want my money back. I still have not received the tanks and the event already took place and I already bought other tanks elsewhere. If they are being shipped today it is much to late. I can't use them and they said once I do receive I cant return. This is very unethical and their employees say one thing and do another. I just want my money back.Desired Settlement: I want a refund back to my bank account through[redacted].

Business

Response:

The customer was refunded for the 3 helium tanks on 11/17/14 in the amount of $179.97. I called her and left a message advising of the refund on 11/17/14.

Business

Response:

The customer was refunded for the 3 helium tanks on 11/17/14 in the amount of $179.97. I called her and left a message advising of the refund on 11/17/14.

Review: I ordered costumes from this company on September 27, 2014. They were not delivered or delivered to the wrong address. Either way, I did not receive them. I called. I was promised a new delivery of costumes. Then nothing. There have many back and forth phone calls and discussions with salespeople and "managers". I was told on Oct. 13, 2014 by a "supervisor" on the phone that I would receive a refund of$64.56 in 5 to 7 business days. On Tuesday, Oct. 21, 2014, I called about the status of the refund (they stated that they were "unable" to send a confirmation email). The salesperson checked their notes and said that it should be "in the account" tomorrow (Oct. 22). By Oct. 23, 2014, I still did not have a refund. I called on the 23rd. The salesperson had "no information about that in (her) notes." I spoke to another "supervisor" who stated that she had no information about it and that she would have corporate contact me in 24 hrs. No one has contacted me.

I did not receive a product and I feel that I am being lied to by the company to end my complaing.Desired Settlement: I want a refund of the cost of the costumes - $64.56.

Business

Response:

The customer's refund was rejected through[redacted]. I spoke to our Finance Dept and they manually processed the refund. I called the customer and advised that she will see the funds in her account within 24 hours.