ComplaintsforCostume Supercenter, LLC

• Initial Complaint

  09/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I received the following items from Costume SuperCenter on 8/17/23:Wide Width and Calf Gogo boots ***** Gold Liquid Metal Leggings for Women **** Adult Aqua Fluffies Accessory **** Adult Pink Fluffies Accessory **** Adult Black Fluffies Accessory **** Adult Purple Tutu Accessory **** I contacted the help center via email on 8/19/23 because the boots were nothing like what I ordered, I didn't receive the black fluffies, and the purple tutu was several layers shorter than the item I ordered. On 8/21/23, I received a request for a picture of the items I received, which I promptly sent via email on 8/21/23.Later on 8/21/23, I received a return authorization via email.I packaged the products with the return label and sent them back to Costume SuperCenter.The return was received by their warehouse on 8/24/23.On 9/5/23, I emailed asking when I will receive my refund and received a reply that it will take 2-3 weeks to process the refund.On 9/12/23, I emailed again asking for my refund. I received a reply stating "Given the influx of orders we are receiving due to the upcoming Halloween season, we are unable to process refunds for returns right away. I apologize for this inconvenience. Sincerely, *****". On 9/15/23, I received an email that they refunded me $5.25 for the black fluffies I never received.On 9/16/23, they have had my return for ************************************************ the tutu.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Leased a *** ******* for three years at end of the lease I called the lease department and ask med if I can extend my lease they said no problem 6 months until February 8th the lady was very nice . I was under the impression everything is done . Start receiving latter about my lease end and to return my vehicle so I called again they assured me about the lease extension and they told me I will receive an email from them need to be signed , I said ok . Was waiting for an email from *** but nothing happened. Still received letter about my lease and so I send an email so I have proof in writing, they responded thank you for letting us know you are keeping the vehicle. Two months later my car was repossessed. I called them what is going on ? They sAid I never extended the lease . I asked what needs to be done to keep July vehicle, they told me to send a bank check of the full value of the car plus repo fee overnight to a certain address. No problem I did , they received the check next morning 8:36 full amount . This was last Wednesday 11/9 , today is the 14th my car is still not released. Every time I call they tell me different things first it was 1-2 day next 3-5 days now today 5-7 days . How can they do this ? Who is there to help ?

  Business response

  11/15/2022

  Hello, we are sorry to hear about this issue.  However, we are not a dealership and we do not work with cars.  We are a costume and party supply online retail company.  We wish you all the best in resolving this issue with the company.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 18th 2022 we placed an order at wholesalehsalloweencostumes.com for 35 cowboy hats (Order # F41B9794A1 Total amount $321.67). There were three issues with our order: a) There are 3 items missing. After reporting it to the seller, we were supposed to receive it last Friday July 29th 2022. Today it was rescheduled to August 12th. b) there was an alive cockroach inside our sealed box, which makes us conclude it came from their warehouse, and c) the company refused to give a tax refund to our tax-exempt nonprofit. Regarding this third issue, as per their orientation (customer service agent ********** we should place the order first and send them the *** letter afterwards so they could process a tax refund. Today, August 2nd 2022, we contacted the company and was told by the same agent that they rejected our *** letter, saying we should provide "a form", but when asked, she did not know which form. When we explained that this letter has been used in several other stores and we needed more info about the form they were requesting, she started yelling on us, accused us of calling her a liar (which never happened), said she could not confront her supervisor with the risk of losing her job, and hang up. She also refused to escalate it by putting us in contact with her supervisor. At this point, we are stuck without any information about the requested form, nor a channel to request it since the only contact provided by the company was through customer service. I kindly request ********************'s help to a) Receive the pending items, and b) Get our tax refund, or at least a proper orientation on how to get the referred form, since the customer service agent refused to provide it.

  Business response

  08/05/2022

  Hello, we are very sorry to hear about the trouble with our customer service team!  Our customer service team is currently understaffed and they do not have a call center supervisor.  We are working as quickly as possible to get this corrected and apologize for the lack of support you received.  I reviewed this case thoroughly and I can confirm that the initial tax exemption letter was not eligible for receiving a tax exemption refund as there is a form that must be filled out.  I see that ******** did contact her support team to inquire about the form after the phone call and from what I can tell, she provided the details with you and the correct form was filled out and sent over.  Thank you for sending that to us!  I see that our finance team accepted the form and I have issued a refund of $24.52 for the tax exemption.  You should see this refund in your account within 1-2 business days.

  As for the replacement items, it looks like the requested delivery date for the missing items was 8/12.  The replacement order was shipped on 8/3 with tracking 1Z6A2V90YW00164208 and seems to still be in transit.  The current estimated delivery per *** was for 8/7/21.  If there are any errors with the delivery of the replacement or merchandise once received, please let us know ASAP and we will do what we can to resolve any errors.

   

  Customer response

  08/06/2022

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Samba Usa

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a Christmas present (Star Wars costume) for my son on Nov. 11 and did not receive the item until late Dec. 3. I ordered the size my son wears in everything else. I made sure to order early because the costume Supercenter sent out emails saying to make sure you order early so that the costume will get there by Christmas. The costume did not fit. I tried to send it back and they refused to take it because it was over 15 days since the order was placed. They said we had to order early so we could get it. I didnt even ask for. My money back I just wanted to exchange it for the correct size. The denied me that even. I paid $185.00 for the costume. Tags are still on it and the mask was never even opened.

  Business response

  01/04/2022

  Hello!  The return was not denied.  Our customer service team simply had to check with their supervisors for approval first.  The order was placed on 11/30 with a due date of 12/10 and delivered on 12/3 which was within 3 days of the purchase date.  Due to this item being purchased as a Christmas present and not being able to be tried on before that date, we would be happy to accept this return.  Please be aware that returns are at the expense of the customer and original shipping charges are nonrefundable.  We would be happy to waive the restocking fee on this return as a one time courtesy for the confusion.  Unfortunately, we do not offer exchanges so a new order would have to be placed in order to receive the different size.  In summary, a return will be accepted for this item and a refund will be issued for the merchandise plus tax upon receiving the return.  I have noted the order that the restocking fee will be waived in this case.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered two costumes for our younger children ages eight and six paid for two day delivery in order them October 22 at night it is now November 1 and we still have not received the costumes we had to rush around so the girls could go trick-or-treating still in a costume I have emailed customer service two times and still have yet to receive anything I have also called the customer service number and to my surprise no one answer the phone it said the hours are from 9 to 6 central time I am in central time and it is currently **** so I dont know why no ones answering the phone so here we are still sitting here with Halloween costumes ordered past Halloween now no refund and no costumes and we paid for two day delivery its been over a week how is a week two day delivery

  Business response

  11/02/2021

  Hello!  We are so sorry to hear about the delay in delivery.  Unfortunately, our shipping partner lost several packages that were shipped on 10/25 including your package.  We contacted them requesting that they locate the packages and rush delivery, however, they were unable to do so resulting in major delays. Our call center is only open on weekdays from 9-6 CST for calls and email responses.  I do see that the email was responded to on 11/1/2021 and a full refund has been issued for the late delivery.  You can expect to see your refund within the next ***** hours.  AT this point, the tracking has updated and the package should arrive later this week.  The items can be donated, disposed of, or used as you see fit.  Again, we apologize for the late delivery.

• Initial Complaint

  10/09/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Website says there is restocking fee for refund. Wanted to do an exchange for different size, with myself paying shipping all 3 ways (ship original item to me, ship it back & ship replacement item to me) but they said I had to pay restocking fee also even though I wanted an exchange, not a refund. I want a full refund because I had to buy the product elsewhere because they refused to exchange, even though their website says they will.

  Business response

  10/11/2021

  Hello!  We are very sorry to hear about the issue with the order.  Unfortunately, I am unable to locate an order in our system with the phone number and email provided.  Can you provide us with the order number so I can look into this further?  

• Initial Complaint

  08/16/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  8/15/2021 I started an order for a costume for my granddaughter. I got a coupon code for 30% off for a first-time purchase and applied it, however I kept getting prompts that if I ordered more I would get free shipping. I continued and was shown on the online order that I had achieved free shipping ($12). However, upon checkout I was charged the $12 shipping. I called customer service this morning (8/16/2021) and asked that either the $12 be refunded or the order cancelled. I had also tried to call last night but the office was closed until this morning. Customer service representative said that my order could not be changed or cancelled, and that they don't combine offers and that's why I didn't get free shipping. I maintain that I shouldn't have been mislead to keep ordering more items and shown that I had achieved free shipping and it's VERY MISLEADING AND FALSE. I also believe that since the order hasn't been shipped they certainly should cancel my order and refund it.

  Business response

  08/17/2021

  Hello!  I am very sorry for the confusion.  Our site does not know if there is a second promo that you intend on adding to the cart at checkout which is why it promotes the free shipping promo.  Only one promo code can be used at checkout and a 30% off code was added to the order which overcame the free shipping as our system will honor the code with the most savings.  You saved $18.60 with the 30% off promo which gives you a higher savings than the free shipping promo.  All of the order totals are shown at checkout so the shipping charge would have been shown before the order was placed.  The order had already been picked and processed at the time of the phone call on 8/16 and was shipped shortly after that.  Unfortunately, our warehouse is too large for us to track down specific packages for cancellation once they have been picked.  All of this being said, I am issuing a refund of 50% of the shipping charge for customer satisfaction.  Again, I am very sorry for the confusion and miscommunication with this.

  Customer response

  08/17/2021

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, the response isn't entirely accurate, as the shipping was shown only at the ****** stage but earlier was shown to be free with a lesser total. Again, fix the site so it's not misleading. Think of your customers and not scamming to get larger sales.
  
  Regards,
  
  ***** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩