Halloween Costumes.com

Initial Business Response /* (1000, 8, 2015/12/15) */
On 10/16/15,[redacted] placed an order for a Plus Size Back to The Future II Marty McFly Jacket and a pair of Back to the Future 2 Light Up Shoes from HalloweenCostumes.com. The package shipped out the same day and arrived on 10/20/15. The...

package was returned, and our returns department refunded for the jacket, but not the shoes, as they were returned without the shoe box. The shoe box is required back as the shoes and box are a collectors item.
We do not ship the shoes without the box, all of the shoes arrive to our warehouse in their collectors boxes and leave our warehouse with the box. If the customer would like to return the remainder of the packaging in a good condition then the refund can be processed.
Initial Consumer Rebuttal /* (3000, 10, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Amazon took care of and refunded though. Shoes were not sent in a collectors box and I can have affidavits filled out by multiple co-workers who were present when I opened the box.
Thanks and Happy Holidays,
Final Business Response /* (4000, 12, 2015/12/17) */
I apologize for the issues with this order, if you did not receive the collectors box then that appears to be a misunderstanding with our company. I will mark this down in the order notes in our system. I am glad that the refund was able to be handled on Amazons end.
Thank you for the holiday wishes. Enjoy yours as well!

The customer ordered his costume on 10/4 and after the discount used on the order the costume price came to $127.99. When the item was returned on 10/17 the refund was issued in full without a restocking fee.The refund was issued to the customers PayPal account and not to their bank account. There...

appears to have been some confusion by our representatives and I do apologize for that. I have called now and left a message for the customer to explain where they can find their refund. If they have any future questions they can call our tasking line at ###-###-####.

Hello!Our return address is:Attn: Returns[redacted]North Mankato MN 56003Let me know if we can assist you any more!

See below email:Hello!When this rental costume was returned to our company and processed by our rental department it was found to have had temporary alterations made to the item. As stated in our rentals policy, all temporary alterations are to be removed and the item is to be restored to its...

original condition before the item is shipped back.Since this was not done and the velcro that was added to the item was not able to be removed it caused the item to be non usable for rental. At that time the customer was charged for replacement of the item.The product has been returned to the customer per his request and he has also stated that he filed a chargeback with his credit card company. Since the dispute has gone to the credit card company it will no longer be handled here.Thank you.

I am rejecting this response because:
This response from the company does not comply with British & EU regulations. Fun.com are not abiding by my statutory rights under EU & consumer regulations.  Also please note that fun.com's returns policy is not compliant with my consumer rights.  As per their note: 5/25/2016: we responded and explained that we still would not be refunded the product in full as the damage shown in the attached pictures(which I have attached to this complaint as well) is normal wear. We did extend our return policy to allow the customer to return the order to our UK returns facility at her expense and we would refund the product amount once it was received. ‘We would refund the amount once it was received’ this is not what I was advised as they said once the product was processed so this would not be immediately . Attached is copy of their email. If I was to send it back I had no way of knowing for sure they would refund me.

Order was placed on 5/11/2016 by the customer for 1 Loungefly Toy Story Purse.Item was delivered on 5/13/2016.On 5/24/2016 we received an email from the customer with the two pictures attached stating that she was disappointed that the color was already coming off. We informed the customer that the...

images showed standard wear and tear and that the purse does not have a warranty.On 5/25/2016 the customer responded with a threatening email stating that she would slander us on social media, contact Disney, and report us to British Trading Standards if we did not comply.5/25/2016: we responded and explained that we still would not be refunded the product in full as the damage shown in the attached pictures(which I have attached to this complaint as well) is normal wear. We did extend our return policy to allow the customer to return the order to our UK returns facility at her expense and we would refund the product amount once it was received.5/25/2016: The customer responded again in a threatening manner in which she stated that she would submit the product to the UK Trading Standards to have us banned from selling in the UK if we did not refund her in full including return shipping and outgoing shipping.5/25/2016: We responded yet again to state our case that we would accept the return but the customer would not be eligible for shipping refunds.5/25/2016: Someone claiming to be the customers father came into our chat and threatened us with a County Court Claim against our company and a Revdex.com complaint as well as further legal action.I have attached the chat logs and email logs to this complaint. I have blocked out IP addresses and internal links from the chat but that is all.After reviewing this case and all of the contact that has been had with the customer I have decided that we will not be allowing this product to be returned for a refund. If the customer has already mailed the product back and can provide proof of shipment prior to today's date 6/3/2016 then we will still honor the return. However after today the allowance of the return has been terminated.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I did call and thw reason for returning the costumEs were listed on the return and I wrote a very big noticeable note

Initial Business Response /* (1000, 5, 2015/11/02) */
The customer contacted us on 10/21/2015 regarding his Back to the Future II Light Up Shoes malfunctioning.
Normally this would be a quick and easy fix with us working with the customer to replace the items that are malfunctioning however the...

customer stated that he had already made after market alterations to his shoes. Our returns policy states:
Shoe returns: All shoes must be unmarked (without scuffs), unworn and in new condition. We recommend trying your shoes on in a carpeted area to avoid making them ineligible for a return.
The after market kit installed by the customer may have caused damage to the shoes exterior and that makes them nonexchangeable.
While I do not find it very acceptable that this customer resorted to threatening our employees with a Revdex.com complaint immediately after finding out our policy and bringing that threat up more than once in the email chain we are still hoping to solve this problem without any further issues.
If the customer would like to remove the after market kit and return the product then it will be evaluated by our returns department. If there is no damage to the shoes from the after market kit and there is not wear and tear from usage then the item will be refunded. That is the best option that can be provided at this time.
The customer is free to contact me at [email protected] or by phone at [redacted] ext [redacted].
I have attached the email chain and the customers provided photo to this complaint.
Initial Consumer Rebuttal /* (2000, 8, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate your offer to be refunded. Unfortunately, I do have to justify my threat that I made against your customer service employees as they gave me no other option to do so as the responses I kept getting we're uncooperative and almost felt as if I was communicating with an automated answering machine (not to mention I tried to explain to them that I would do this if we couldn't reach a consensus) I tried explaining to them that even though the shoes were altered, they were altered in a way that the alterations could be easily removed with no trace of them ever being on the shoe in the first place. The part that really lit me up was the fact that this was an internal wiring problem and had nothing to do with the outside of the shoe (of which I happily provided visual proof that the shoes were in fact in pristine condition). The part that also really irritated me was the fact that your employee accused me of providing significant wear and tear to the shoe without any evidence or something to base that around. I will send you an email to discuss returning the product as I am eagerly looking forward to getting this out of the way.

I am rejecting this response because: I did not alter the costume in anyway. I did not add anything.  Furthermore, I did not even wear the part that was said to be altered as it was way too hot. The company never even asked me, just sent an email saying I would be charged for the costume and then never asked for any clarity. It was done before I rented it.

The customer ordered a rental from us on 10/5/2016 for an event on 10/8/2016. The rental costume was due to be postmarked back to us on 10/12/2016. We provided a return shipping label that was UPS ground to return the costume to us. The costume was returned to us on 11/3/2016 which was far after the...

return period for the costume. Since the costume was delivered so far after the return period the customer was charged a late fee that is outlined in our rental policy. The complaint is that this fee is not stated anywhere for the customer to see. When a customer is doing a rental order on our website they are presenting with access to this rental policy more than once. On the rental product page when they are selecting their rental there is a link to “Learn more about the rental process” which directs the customer to our rental policy. On the checkout page before the customer can complete checkout they are required to check a box that states “I agree to the rental policy” which also links to the rental policy for our website. This is the link to our rental policy: http://www.halloweencostumes.com/rental-policies.html Number 3 under the rental agreement states: 1.       Overtime fees are equal to 10% of the total rental price per day and will be charged for rental items postmarked (or returned in person) after the stated postmark/return date. Since the rental policy is clearly outlined and the customer placed this order and selected the agreement checkbox to complete checkout the charges were done when the costume was not returned.