Costume Supercenter

Review: I ordered a product on October 23rd that was never delivered to my address. The tracking shows delivered but I received no product. The post office will not respond.Desired Settlement: I wish to have the amount of $33.46 refunded. That is the cost of the product and the shipping.

Business

Response:

When the customer called us on 10/30/14, he complained that the order was supposed to be delivered sooner than 10/28/14 as the [redacted] tracking details. The customer selected a shipping method that takes 5 business days. The customer's order shipped out on 10/23/14. Delivery on 10/28/14 is 2 days quicker than it should have been. We will initiate a claim for the package that the customer states they didn't receive. Once the investigation has been resolved, the customer will be refunded.

Review: I ordered 3 items from the website and I never received anything from the,, so I waited for the item and it never came. I tried to track it on line and nothing came u. I sent several emails to them to try and find it. Nothing. I called finally and spoke with A rep named Nicole and she was very rude and could not find my order and suggest I contact Google trusted site or PayPal. I then said well I have to dispute with them and then still order the items again from you. What can you offer for the inconvenience. She stated nothing. I then asked to speak to a supervisor and Deanna (employee # [redacted]) got on the phone very rude and unhelpful and stated that she cannot do anything and no one is above her. she does not have a corporate number, she does not have to give me any inform about her. I said well as supervisor and me as a customer that has to start all over can I get some type of discount for the inconvenience, she stated NO. I said well when I order originally I received 30% off, she stated that she cannot give me any deals or offer me anything. She does not have discounts just sitting around. I said you cannot offer me what was offered at the time of purchase back in 9/21/15, she stated no she cannot do anything. This is bad business and bad customer service not to mention that I have to still go and dispute this on my Amex card. She also told me that I was not charged and that Google doesn't offer any trusted site information as I was stating that I had received. Very bad customer service. And I am very upset and disappointed. I am a returning customer and I was spending close to $100 at this vendor.Desired Settlement: I want my order delivered, or at least the same discount I received when I ordered, or a greater discount for the inconvenience since I have to order all over again! They offer terrible customer service.

Business

Response:

To whom it may concern,Based on the information provided, I was unable to find the customer's contact information as the order number provided brings up a customer order from 2014. Can someone provide more information so I can better address this complaint?Thank you,

I had a voucher for this company through [redacted] that they did not apply to my order...I even have an email from the company stating the price I should have been charged, and they charged my card the wrong amount. I was told I would get a refund to my card. Then, Customer Service backpedaled and told me that the voucher was no longer valid. They are completely unprofessional. Avoid at all costs.

Review: I purchased a costume from this company online on October 28, 2014. I paid $27.99 extra for expedited shipping so that I could receive my costume by 10/31/2014. On 10/31/2014, I tracked my package with[redacted]. [redacted] notified me that my package would not be delivered until the following week because it was not shipped 1-3 day delivery. I called Costume Super Center's Customer Service line and requested that they cancel my order and ask [redacted] to return the package to sender, which [redacted] assured me that they would do. I wanted the package returned because I paid for expedited delivery, it was not sent this method, and I didn't want to pay to have it sent back to the company. The customer service department told me that the package was not shipped by the correct method that I paid for, but that they cannot contact [redacted] because they allegedly do not even own a phone that can call[redacted]!! They also demanded that I wait until the package arrives in Hawaii and mail it back to them, which means that I will pay around $60 to ship a product that I cannot even use because Costume Super Center failed the send me the product by the date they guaranteed. As of 11/10/2014, almost two weeks after I purchased the item online, I have still not received it.Desired Settlement: I want the company to refund me the cost of the item. I would like the company to figure out where the package ended up and have it returned back to them as the sender. The company should also retrain their customer service team, review their shipping process, and provide their customer service department a phone that can call[redacted].

Business

Response:

This order should have been delivered on 11/3/14 which is the 3rd business day based on the shipping method the customer selected. We will email the customer a Pre-paid [redacted] label so that the unused item can be returned to our warehouse. Once it is received, the customer will be refunded in full including the shipping.

Review: An order was placed for a costume on October 04, 2014. The total purchase cost was $23.99 and the order placed online. Before check out, I submitted that I wanted to have the item shipped to the Warehouse located in Edison, NJ as I am close by. On October 8, 2014 I decided to track the item per instructions given over the customer service line. I went online, gave my order number and it showed that the item had been shipped. The tracking number given on the package was a [redacted] shipment that came up as an error and gave no useful information as to where the package is located. I called up Customer Service to find out where the package had been shipped to. After a few minutes of confusion, the customer service representative indicated that the package was sent over to Melville, NY and was available for pick-up today. I advised that I had requested customer pick-up to Edison, NJ and that all the confirmation emails as well as the tracking information indicated such. I could not be given an answer. I was advised that the only way to rectify the situation was to cancel my previous order, order again and that I would get my costume the following day. I would be charged an additional $23.99 and have to wait 5-7 days to be refunded my previous charge.

I asked to speak with a Supervisor to ask for an additional option, $23.99 may not seem like much to most people, but to me it is. My only other option was to get the location that has the costume to ship to Edison. I was never given the address of its current whereabouts. I was not given a time frame as to when it would be shipped, other then eventually before Halloween. I was not even given the courtesy of a confirmation email indicating the agreement that was made, so that I could at least refer back to what was to be done.

I am faced with a very uncertain resolve. I have to face my six year old son and tell him his costume did not come in due to an error that no one could explain.Desired Settlement: I would like to receive my package in a timely manner. I am very upset by the service provided. Although there was an apology on the part of the Supervisor it seemed insincere.

Business

Response:

The customer was given misinformation when they called. The order was never in Melville; it was always in Edison. I called the customer and left a message advising of this infornation on 10/10/14.

I placed an order on October 14th and on October 29th I noticed the costume was on clearance. I called in Via Live Chat and told them the costume I ordered was now on clearance and asked for a price match. They said because I place the order more than 10 days ago they couldn't price match, that was their policy. Nowhere on the website or on the receipt is it stated that they can't price match after 10 days. It took over a week for me to receive my costume to begin with.

Review: On December 9, 2014 I placed an order totaling $276.35 for my daughter's ninth birthday party. By far, this was the worst shopping experience (both online and in person) I've every had.First, I went to order Frozen deluxe packs. Prior to the 9th, I was told there were plenty of the Frozen deluxe party favor packs available (I needed 21). I decided to go with Costume Supercenter because of pricing and the convenience of picking up the finished order so close to the event (12/13). When I went to place the order, the website only allowed me to order 6. I called the company and spoke to a customer service representative who sounded like she didn't want to be bothered. She would not help me with my order. Instead she directed me to go back on the website and order all of these things individually. Annoyed at the fact that I'm now at a critical path and this was the only place to order the items needed for the party, I placed the order only to learn that I can't pick up the order. I call back to speak to same representative to learn that my order is not eligible for pick up even though I live just 20 minutes away. Once I received my package, I opened it to inventory the contents only to find the 6 of the packs I did order were missing items! Extremely angry, I again called and received help from a rep who said she would refund me the money and give me a coupon on a future purchase. Unfortunately, I will get a refund for items after waiting up to 14 days. I call 11 days later and told to wait a few more days. I just called tonight (12/28/14-now more than 14 days) to be told by [redacted] that he will put in another request for a refund that will escalate the issue; however, I will have to wait another 7-10 days for a response! Unacceptable.Desired Settlement: I request the following:1. Immediate refund that was promised for the 6 Frozen deluxe party favor packs to my credit card 2. Shipping for having a system that didn't recognize Union is in the state of NJ. Your female rep I initially dealt with said the system would recognize that I was in NJ and give me the option of in store pick up.3. Costume Supercenter's AAA+ rating be downgraded until such time they fix there issues considering there are already 60+ complaints similar to mine.

Business

Response:

The representative the customer spoke with on 12/10/14 did not refund her for the kits. I have processed the refund, today, in the amount of $23.94. This credit will appear in the customer's account in 5-7 business days. The customer has contacted us on 3 different occasions and never mentioned a refund for shipping. Even if the customer was having troublechecking out with a Customer Pick Up option, she could have called once the order was placed and this could have been adjusted. As the order was delivered on time, the customer is not due a refund for her shipping charges.

Consumer

Response:

I am rejecting this response because:

I'm still waiting an ADDITIONAL 7 business days! The arrogance and disrespect from this company is not acceptable, is disappointing and should be reflected in your overall evaluation of its customer service in its profile. I'm asking for what was promised to me by the company representatives in an expeditious manner. Seven business days is not acceptable at this point.Costume Superstore ("Company") is correct that I did not ask for a shipping refund initially. HOWEVER, in speaking with the rep during the ordering process, the option of calling and asking for a refund was not an option given to me as she would not help me with the order in the first place! This rep was not helpful at all! She kept saying "go to the website" and "we don't have that information." So using hindsight to say I should have asked is not acceptable. At what point will management take responsibility for its poorly run process? I'm looking for an expedited solution for a process that has taken far too long for resolution and now a third party is involved. To review again- Company refunded money for an order not being correct. I ordered packets that had an item removed from what was advertised. I've asked several times over the last three weeks for a solution to have the last rep I spoke to tell me that I have to put in ANOTHER request and wait an additional 7 business days for a response. Come on Costume Superstore! Do the right thing! I again, request the following:From Costume Superstore:-Refund due back NOW not 7-10 business days as the company has already had a month.-Refund on shipping- for the amount of time it has taken to get previous item.

From Revdex.com-negative impact on the company's current Revdex.com status

Regards,

Business

Response:

I apologize if my response was not clear. The refund was processed on our end on 1/6/15. We can not control how fast or slow the customer's financial institution actually deposits the funds back into the account. That is why we ask customer's to allow 5-7, not 7-10, business days for the credit to appear in their account. At this time, it is on the customer's financial institution as we have released the funds back to them.

Review: I went on to [redacted] on Monday, 10/27/2014 to purchase a costume for Halloween (10/31/2014), they had a banner at the very top of the website that advertised a promo code to get 2nd day shipping on the costumes if purchased. I believe the banner said that the customer could choose either 20% off the costume or 2nd day shipping for 7.99. I went ahead and I purchased the costume and the promo code WAS APPLIED for the 2 day shipping. Even after the payment was processed the screen stated that I should expect my package on Thursday, October 30, 2014. Today is Thursday, October 30 & I have not received the package. I called the company & was given excuse after excuse as to why I did not receive the package today. First, they asked what promo code I used, I said that I honestly could not remember, then they told me I must have selected the wrong shipment type, I said no that impossible, why would the website say I would receive it on Thursday. Then they said the condition of the promo code was that I had to spend 75 dollars or more to get the 2 day air. I TOLD THE REPRESENTATIVE THAT, THAT WAS NOT ADVERTISED ON MONDAY, AND IF THAT WAS THE CASE WHY WOULD THE WEBSITE APPLY THE CODE? AND CONFIRM THE DELIVERY FOR THURSDAY? I was so upset that they would not help, I told them I would call [redacted] and pay more expedited myself. I just wanted my package for Halloween!!! I called[redacted], was told they CAN intercept a package and expedite it, but that the shipper needs to call & request it. I called back "costume discounters" & politely asked them to place the intercept and that I WOULD PAY FOR IT. I just wanted to solve the problem. They then began to give me an excuse about how their phones cannot dial out, so I then said I would three-way call [redacted] & that they could do it, they gave me more excuses. I am not the only person that this 2nd day shipping ordeal happened to, on the website: [redacted] another person had that issueDesired Settlement: I would like for them to refund all the customers they have deceived!!! At the very least an apology to consumers. This is not right. Especially on holidays! When customers are depending on their products! There is no reason to deceive a customer, if I had to pay 40 or 50 bucks to get my product next day air or 2 day then I would have done that!!! They lied online to grab consumers and get them to buy!

Business

Response:

The promotional code that this customer used was[redacted]. This promo is to receive either 15% off orders $20.00 or more or to receive $7.99 2 day shipping on orders $75.00 or more. The customer's merchandise total was only $39.97 before the promo code was entered so they only qualified for the 15% off, not the $7.99 2 day shipping. The customer selected our Economy Ground shipping for $7.99. With this shipping method, the customer's ship to address is 4 business days away from our warehouse. As per [redacted] tracking# [redacted], the order was delivered on 10/31/14 which was the 3rd business day.

Review: On 9/13/14 I ordered a costume online. I ordered the size small based on the size chart Costume Supercenter has listed on their website. Upon receiving the costume, it was extremely too small for my son. I called to replace the order but stated to them that I should not be responsible to pay for shipping charges on the item. Afterall, I based my selection on the information provided on THEIR website. It does not benefit me to order an item I would have no use for. The total amount with shipping ($6.99) included came to $26.98. I was only issued a credit of $12.00 because according to Costume Supercenter shipping is not refundable. I understand this, however it's not MY fault the sizing information for this item was erroneous. The size was about 4" too small for my child. And he fell on the smaller end of their size chart. I do not feel I should pay for shipping of an item to and from totaling $15, if the information provided on the website was wrong. I would have NEVER purchased and paid for an item that I would have not use for. Refund my total amount of $26.98. I should be made whole from this transaction and not be required to pay for their "shipping" charges.Desired Settlement: I would like the full amount, shipping charges to and from included, refunded back to me. Total refund of $26.98.

Business

Response:

Customer was refunded the remaining amount of $14.98 today, 10/21/14. The funds will reflect in their account in 5-7 business days.

Review: I placed an order for Jake & the Neverland Pirates birthday decorations. I didn't received all my items on the delivery date. On 5/1/15, my delivery date, Linda @ ###-###-#### said a my order was shipped in two boxes. I never received the second package & my post office said there was only one received from Wholesale Halloween Costumes. On 5/2/15, the day of the birthday party, I spoke with Linda, again, & she asked me to wait for the mail delivery that day. The package never came. I spoke with Debra on 5/2/15 & she said she was processing a full refund request due to the inconvenience because I had to go buy the missing items. I spoke with Albertina, on 5/6 or 5/7, who said the refund hadn't processed, yet but had been requested. It's 5/13/15 & I haven't received my refund. I spoke with Brad who said no refund request was entered and that they could only refund for the item not received unless I planned on returning the other items... My grandson's party was 5/2/15, of course I used what I could!!!! Brad is "allegedly" processing a $31.47 refund, today, but said it will take 5-7 business for it to be returned to my card.

Wholesale's prices were very reasonable which is why I tried them in the first place. I usually order from Party City and I don't have any issues---- I GUESS YOU GET WHAT YOU PAY FOR OR IN THIS CASE YOU DON'T!!!!Desired Settlement: I'm waiting for my refund.

Business

Response:

The customer placed an order on 4/28/15 and shipped the same day. The weight of the package indicates all the merchandise was sent in one box. It is possible that the package was damaged in transit but as the customer has dealt with multiple representatives and was provided incorrect information we have refunded the customer in full for this order. The order total $65.85 has been refunded today 5/15/15 and will post to the customers account in 5-7 business days.

Review: Was told that the refund was issued on October 28th but there was a problem trying to issue the refund. I never received an email or phone call about the problem. When I called I was told that a supervisor would be contacting me about the issue but was never called. On Monday November 16th I called again and was told that a supervisor would call me within the next business day about the issue, which I think they will not call.Desired Settlement: I want the refund back to my PayPal account or a refund check sent to me for the $91.19.

Business

Response:

To whom it may concern, The refund for this account was re-run as it did not go through successfully the first time. Below is the transaction details for the refund to Paypal: Payment

Sent (Unique

Transaction ID # [redacted]

[redacted]The customer should see this refund reflected in their account in a couple of business days if it is not already posted. Please let me know if there are any other questions. Sincerely, [redacted]Customer Service ManagerCostume SuperCenter[redacted]

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: On Dec 1st I made a phone order for a over sized santa suit for my families annual Christmas party on 12 Dec. After placing the order I received an e-mail stating it was backorder. I immediately called on December 2 and was told it would be in the warehouse on Saturday December 5 and it would ship out on Monday December 7 and arrive on Wednesday December 9. It didn't arrive. So today December 10, I called the company and Paul answered the phone he was not very professional. I explained to him my party was on Saturday and this was a big event we had planned. He said the suit will not arrive until Monday. I said how about ship it over night. He said yes but we have to cancel the other order. I then asked; will the suit be guaranteed by tomorrow, he stated "yeah that usually what one day means" in a very condescending voice. I then asked to speak with the supervisor. he said why, haven't I answered all your questions. Supervisor [redacted] then got on the phone and said she could do nothing. She couldn't cancel the order or do anything. I asked to speak to her supervisor or someone in management, she refused this offer and the call ended.

This company gave no customer service. I paid the extra shipping cost upfront so I would have the package in time. Now, I will not have it in time for my family and still getting charged. This company should be able to immediately give a refund and go by what they say about ship[ping a product. If I would have known before today I could have made arrangements to have another santa suit now I'm left to scramble around. They need serious customer service training and change the way they do business.Desired Settlement: I would like a full refund on my product and some type of monetary settlement since I now have to go out and get another suit.

Business

Response:

To whom it may concern, We do apologize for the delay in the back ordering of your Santa Suit. We have created a new order, free of charge (#14024311), that will ship out today with Saturday delivery. It should arrive by 12:00 PM tomorrow. We do not require you to return the first order, but if you want to you can access our return label on our website. Thank you, [redacted]Customer Service ManagerCostume SuperCenter[redacted]

Review: I placed an order through [redacted] & while the order was "processing" the screen that says "do not press back" was showing for a lengthy time, over 2 minutes & nothing happened. I never got a screen change that stated the order was placed & never received an order confirmation# or screen image stating that the order was successfully placed. The screen reverted back to the home page with my shopping cart showing that I still had the 2 items I wanted to purchase in the cart. So went through the entire check-out process again, & the same thing happened again. I tired the same process again however, through a different internet web browser. This time it did go through & I did receive the screen image that states my order was placed successfully & I got a order confirmation # that also stated that I would receive an e-mail that would contain my order summary and confirmation #. I checked my e-mail the confirmation was there immediately. However, 20 minutes later another e-mail appeared with the same exact order contents but a new order confirmation #. I called the Customer Service # ###-###-####, I spoke with[redacted] & I told her what happened on their website when I was placing the order. I gave her one of the confirmation #s & she said she could cancel 1 of the orders as it was a duplicate order. She put me on hold and came back & asked for the 2nd confirmation #. She put me on hold again & came back & said that both orders were already shipped! This all happened in less than 1 hr time frame. She said she could not cancel the order. I said that I never got e-mail confirmation stating the order was shipped - as she said that it already shipped (in less than 1 hr!). I logged back into the company's website & into my account, now it is showing that 3 orders were placed. All the same exact amount & items! Clearly their website messed-up & only 1 order was succesfully placed. I would like to not be charged for more than 1 order.Desired Settlement: I would like the company to cancel 2 of the 3 orders which are of the exact same total amount and the exact same merchandise. I would not like to be charged any more than 1 order amount $61.57.

Business

Response:

As all 3 orders shipped out on 10/13/14, we are unable to cancel any of them. I have noted all 3 orders advising that the customer will be returning 2 of them. She will not be charged for using our Pre-paid Labels and she will be refunded in full including any shipping charges.

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. Thank you for working and resolving this issue.

Regards,

I would NOT order from this company again. I placed an order for 1 costume at $35.99 (original price of $44.99 with a 20% coupon code from their site applied) and I chose ground shipping for $6.99. The correct total of $42.98 was shown on the page when I clicked "COMPLETE ORDER". However, when I received a confirmation e-mail, the price of the costume had jumped back up to $44.99 and I was being charged $7.94 for shipping for a new total of $52.93. I immediately called back and after about 10 minutes, they were able to reapply the coupon code to get the costume price back to $34.99. However, the shipping was still incorrectly showing at $7.94. I had to walk the customer service representative through their own website to show where the shipping cost of $6.99 was shown on their website. So after about 30 minutes, the cost of the costume and the shipping costs were lowered back to the prices I originally agreed to when I placed the order. I then asked for some compensation for my time/efforts in attempting to resolve an issue with their website and I was told I could receive 20% off my next order. I didn't think that was acceptable since (1) there was already a 20% discount code offered to ANYONE purchasing from that website and (2) the 20% discount code that I tried to use on the current order was not applied properly so why would I want another discount code? I asked for some compensation on this order such as free shipping and was told by the customer service rep. that they couldn't authorize this so I asked to speak to a manager. The manager I spoke with said there was nothing she could do since the order was "fixed". I asked to speak to another supervisor or to someone who could authorize a further discount and was told nobody could do that for me. Again, the only thing they "could" offer me was a 20% discount on a future order. (At about this time I receive a standard e-mail from the company offering a 25% of flash sale so the 20% of discount they were offering me for a future order was not even the best discount they could offer). I again explained why a future discount code that may not work was not an acceptable compensation for having problems with a current discount code. I also asked for an explanation as to how both the price of the costume AND the shipping charges could increase AFTER I placed the order and I was told it was just a problem with their website that "is not something that generally happens". I made several attempts to get someone to understand why offering me a discount code on a future order to compensate for current discount code problem was not acceptable but to no avail. BOTTOM LINE: Would you buy from a store that will arbitrarily increase prices for items AND shipping AFTER you have already placed an order, with your only recourse being to call and waste your time to get the prices restored to what you (and they) previously agreed to in the first place? I KNOW I WON'T!!!!!

Review: I ordered 2 costumes off of this website at 11:44p 10.29.15 and paid $29.99 for confirmed 10:30am Saturday delivery. The option below says Saturday delivery for $26, with no confirmed time. Saturday is the 31, Halloween. The costumes never showed up. I went back to the website and all of the shipping options read differently today, just 2 days later and there are NO Saturday options included. They told me they "update their website " That's false advertising and counting on a person not being able to prove what the shipping options were the day of orderig. And if it they want to argue the following business day then that won't work because the order was placed at 11:44 Thursday and then it would have had to come Friday morning with that excuse!Desired Settlement: $113.97, the full purchase price and additional shipping refunded and I want a prepaid slip to send them their costumes back when and if they arrive.

Business

Response:

To whom it may concern, When [redacted] placed her order, she had a choice of delivery options which included a next business day by 10:30 AM and a Saturday delivery that is not guaranteed by 10:30 AM. [redacted] chose the next business day option which meant that it would not be delivered until Monday which it was at 9:50 AM, thus meeting the delivery expectation. [redacted] has since returned the order and has been refunded based on our return policy in which she was given credit for the merchandise minus the $7.99 fee for the use of the return label on our website. The original shipping is not refunded when the return is processed. If there are any other questions, please let me know. Thank you. Sincerely, [redacted]Customer Service ManagerCostume SuperCenter[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:My shipping option cost MORE then next day business option and had not specified MONDAY delivery at all. I paid extra for HALLOWEEN delivery, which was Saturday. The shipping options were then removed AND CHANGED after the holiday without the option I had selected. This is a scam as this company, Costume Supercenter changes their shipping options by the minute and then pocket the additional fees. This shouldn't even be an issue. This company is EXTREMLY unprofessional. I am now requesting my $7.99 refunded to me in addition to the shipping fee. I have never dealt with a company who charges ME to drop off the return. UPS did NOT pick up my package, I brought it to them. Amazon and other *reputable* companies do not charge for UPS.

Regards,

Business

Response:

To whom it may concern, The shipping options we offer do not include a Saturday delivery by 10:30, as UPS does not offer that timing for delivery, they only offer 9:30 AM and noon on Saturday for zip code 23456. As it states on our website, any order placed before 4 PM EST will ship the same day. We extended this time to 6 PM EST the last 2 weeks before Halloween. As the order was placed on Thursday 11/29 at 11:44 PM EST, it would not have shipped until Friday, which it did, and was delivered the next business day, Monday, by 10:30 AM as guaranteed. Once the order was returned, we processed the refund according to the standards listed on our website. Thank you, [redacted]Customer Service ManagerCostume SuperCenter[redacted]

Review: I made an online purchse on 9-20-15. At that time the website States Free exchange shopping. I recieved my item and my reciept States Free exchange program. I tried to exchange the item and the Rep States that they can Chance the policy when they would like, and return shipping is now $7.99 and I would need to repurchase the item and pay the $6.99 shopping for the new item. The item cost 11.98. I already paud $6.98 to recieve it. I want my Free exchange.

Business

Response:

To whom it may concern,We have recently changed our return policy and are no longer participating in free exchanges. Upon reviewing the order, we will make the one time allowance for the free exchange and the account has been noted. [redacted] will have to place a new order, and then ship the first order back, and our returns department will process the refund accordingly.Thank you,

Consumer

Response:

I am rejecting this response because: The company is not offering me an exchange as promised by the return policy in place at the time of purchases. I do not feel that I should not have to pay for return shipping, or pay for the new item to recieve it. I would like a return lable emailed or shipped to me with an exchange slip/ form so that I do not have to pay for 2 items at one time. I understand that the policy has changed in the 9 days that have now passed since I placed my original purchases. That Doe's not mean that the company should be allowed to disregard there own policy in place at the time of purchases, or that I should be forced to pay More money to replace the item.

I dont want to pay for the new item and I dont want to pay to return the item I have. I want the company to pay to return the item and then use the credit to purchase the new item.

Regards,

Business

Response:

To whom it may concern,I am a bit confused why [redacted] would reject our last offer as we are willing to do the exchange as it used to be stated in our exchange policy. The process she needs to go through is the following:1. She can access the pre-paid returned label on our site or go to http://costumes.upsrow.com to get the label and ship back the first order. 2. She will need to place a new order for the item(s) she wants to make sure they are available and will arrive by her need by date.3. On the return form, she will need to write in the replacement order number on the form so our returns department will know which order to credit the replacement shipping.The above is the only policy we ever had for exchanges. I called the customer and left a message letting her know this as well.

Review: Merchant double bills your credit card when you place an order.Ordered merchandise in the amount of $90.30, merchant authorized 2 transactions one for $90.28 on 4/15 and another for $90.30 on 4/16. As of 4/20 the items were received and transaction processed, but vendor refuses to release the $90.28 even though the bank processed and paid them $90.30. Stated that the transaction would be refunded in 7 to 10 business days. Merchant stated that it is their practice to double bill customers.Desired Settlement: Wholesale Halloween Costume immediate release of $90.28. Charging a customer 2 times is an illegal business practice that needs to be handled by higher authorities. The practice of double accounting is illegal: there should only be one authorization and one transaction per order and not two authorization and one transaction and one refund (7 to 10 business days) per order.

Business

Response:

The customer placed this order on 4/15/15 and there was an authorization hold placed on the funds in the amount of $90.30, auth# [redacted]. When the order shipped out on 4/16/15, we collected the funds from the customer’s financial institution. The customer was only charged once. As a merchant, we do not have the ability to “release” an authorization hold. That is a bank function and it can take 5-7 business days for some banks to release funds back into a customer’s account. The customer needs to contact their bank, provide them with the above authorization number and ask the bank to release the funds as they have already transferred the required funds to us.

Consumer

Response:

I am rejecting this response because:On 4/15/2015 the merchant placed a pre-authorization hold of $90.28 on my bank account for an online purchase I made which totalled $90.30. On 4/16/2015 the merchant placed a 2nd pre-authorization hold of $90.30 on the account. Once I realized I had 2 pre-authorization holds totalling $180.58 on my account, I immediately contacted the merchant. On 4/16 I questioned the 2 pre-authorization holds and was told that what they did was normal and the hold would automatically drop off when the merchandise ships. On 4/16/2015 the merchant charge of $90.30 was processed and the merchandise was received; however, the pre-authorization hold of $90.28 was still on the account. I contacted the merchant and was informed that my bank was party responsible for not releasing the pre-authorization hold. Went into the [redacted] bank in [redacted] and they looked at the transactions and informed me that the merchant would have to authorize the release of the funds. On 4/20 I contacted both the bank and the merchant about the authorization hold of $90.28 still being on my account (6 days). The merchant on a taped conversation informed us that this is how they process their transactions and the hold of $90.28 should be released in 7-10 days. I then informed all parties that a pre-authorization hold of $90.28 is unacceptable and could result in bank fees if there are outstanding checks being processed against my account that they need to decide who will be responsible to pay the fees. The merchant (Amy #1047 the Manager at Wholesale Halloween Costumes) stated that she would be upset as well if she only had $180 in her bank account. This insult only **lidates that they indeed placed 2 pre-authorization holds on the account when I only placed one order with them for $90.30. Additionally, during the taped phone call on 4/20 they provided John at [redacted] Bank a Return Authorization Number which he used to remove the pre-authorization hold. Keep in mind there was no merchandise returned at that time--I have since returned a few items and really wanted to send everything back. The reality is that I was unable to access $90.28 in funds for 7 days (April 15 to April 21) for a transaction that I never authorized. They never admitted that it was a mistake--their only response was this is the way we do business and it's your bank that is at fault. The pre-authorization hold was finally released on Tuesday, April 21, 2015.

Business

Response:

As the authorization hold has now been released by the customer's bank, please consider this complaint resolved.

Review: I ordered two costumes that didn't fit, so I returned them immediately. I have been waiting to get a refund on these costumes. I finally received 2 refunds but was charged another 66.96 on the same day. They charged me twice! I called them through live chat and they couldn't resolve my issue. I even told them I had proof on my discover card that they charged me last month and again this month.Desired Settlement: I would like to see the most recent charge on February 28th credited to my account of 66.96.

Business

Response:

On order# [redacted]..the customer did return the item and the refund was processed on 2/17/15 in the amount of $28.81. Due to a system glitch with our Payment Processor, the refund was not successful. On 2/28/15, the refund was sent through again and should now be verifiable through the customer's bank. The refund transaction ID# is [redacted]On order# [redacted]3...when the customer placed this order on 2/5/15, there was an authorization hold placed on the funds in the amount of $66.96, authorization# [redacted]. Due to a system glitch with our Payment Processor, we never collected the funds for this order and the authorization hold expired. We re-authorized the customer's card on 2/28/15 again in the amount of $66.96, authorization# [redacted], and we've collected the funds. As the customer was waiting on a refund for the return of this order, the refund was sent on 2/28/15 in the amount of $36.98. The refund transaction ID# is 7[redacted]. This refund is verifiable through the customer's bank.

Review: On 10/19/15 I ordered a Halloween costume for my son. The amount (including shipping) was $41.45. I was checking my bank statement on 10/21/15 and I saw 2 charges pending from Wholesale Halloween Costumes in the amount of $41.45 on 10/19/15 and then again on 10/20/15. I contacted my bank and they advised me to contact Wholesale Halloween Costumes to try to resolve it before a dispute was opened. I chatted with someone online by the name of Cam from Wholesale Halloween Costumes and explained what was happening. Cam told me this.. "The 1st amount is an authorization and the second one on the 20th is the actual charge.. The first one will fall off in 5-7 business days. You were only charged once" I then explained that I understand when this is all said and done, I will only be charged once but in the mean time, I am out $82.90 instead of the amount I authorized, which was $41.45. Then Cam said "I do understand that it shows pending that is the authorization for us when your order is placed and places an authorization onto your account for the amount of your order so we know there is enough in the account for us to deduct the amount when your order is shipped. The 1st on 10/19 is the initial authorization and will fall off in 5-7 business days." I again explained that I have to budget my money to the penny and that the $41.45 they are holding is actually my gas money until I get paid. Cam said "We are unable to lift the authorization as it will fall off in 5-7 business days. I do apologize and I'm sorry you're upset with the situation but it will fall off in the next few business days" I told him that I will NEVER do business with this company again. The company should post something on their site that they do this before the person checks out. This is not ok. Maybe $41.45 isn't a lot to some people but it is a lot to me. This has caused a huge inconvenience to me & my family. This could of been easily avoided if they told people about the hold they place on the funds.Desired Settlement: I would like to have at least 1/2 of my purchase amount refunded to me. I would also like to see that the company put on their website that they place a authorization hold on peoples bank accounts. This way this doesn't happen to more people. I'm sure that I am not the only person this has caused a major issue for. I'm a single mom of 3, I don't have extra money laying around.

Business

Response:

To whom it may concern, I have reached out to our finance department, and they confirmed that the account was charged twice in error. We sincerely apologize for this. We have processed a refund for the double charge of $41.45. The transaction ID is [redacted]. For the inconvenience, we have also refunded the shipping charge on the orig order of $7.99. Both refunds should be reflected in the customer's account in about 5-7 business days. Thank you,

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.

Regards,

Review: On or about October 11 2014, I purchased a costume advertised on E-Bay. The costume was clearly advertised as "plus size." On or about October 28, 2014, I received the costume which did not fit, as it was a "one size fits all." I called E-Bay, which could not help me. I then called Costume Supercenter and spoke to [redacted] who told me me that, because of the obvious error (they don't even carry this specific costume in "plus size"). I did not need to ship back the costume, that my order would be refunded, and, as a consolation for the inconvenience, she provided me with a discount code for a future purchase. I checked my credit card statements, but did not timely receive the promised refund. On December 16, 2014, I called to check on the status of my refund. I spoke with [redacted] who told me that, due to the company being busy, my refund was on hold status and that he would send an escalation through. On December 19, 2015, I spoke with [redacted] who transferred me to [redacted] in management. [redacted] told me that he would request a refund for me, again, as the item was "defective." I still haven't received a refund, nor any further communication. I feel as if I have reached a dead end with the company and am therefore seeking outside assistance to close this matter.Desired Settlement: Refund.

Business

Response:

The customer placed their order on 10/11/14. Contacted our company on 10/27/14 in regards to the size and then called back to say the product was defective. The customer contacted us again on 12/16, 12/18, and 12/19 and was advised to return the costume and a full refund would be processed. As the costume was not received a refund on the merchandise was never processed. As a courtesy we have refunded the customer in full for the item ($41.99) which will post to their account in 24-48 hours. ?

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.

Consumer

Response:

I still have not received a refund in this case as agreed to on May 18th.