Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/31/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a children's costume on 09/24/23. At the time of ordering, the costume was listed in stock. I had not heard anything, so I sent an email with my order info on 10/11. Still never heard, so I sent another email on 10/13. I received a response on 10/14 stating that "orders are processed and shipped typically between 3 to 7 business days (Mon-Fri, excluding holidays)." The email stated that my order is currently being processed and that the warehouse is running approximately a week behind due to a couple restock shipments that were delayed in transit, but that my order will arrive in time for Halloween. Well, as you can guess, I never heard anything, so I reached out again on 10/24 (a month after the order was placed), and received another email saying it is still being processed and that I will receive my order before Halloween. Well, today is Halloween and my 2.5 year old never received his costume. I'm really disappointed with this company. I reached out and requested a refund and haven't heard back, but after reviewing additional reviews regarding this company, I am reporting here and warning everyone to never order from here.

• Initial Complaint

  Date:10/30/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date if transaction was 11/16/23. I spent $37.16 for a costume, the business mentioned that I should receive my order before Halloween and they have not given me any tracking information. I've emailed them 4 times stating that I would like a refund because they haven't sent me any information about my purchase. They never responded back to my email.

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a costume that was shown to be in stock on the website many weeks before Halloween. The website shows 1-5 business days shipping time and does not indicate shipping will be slower during any time. After weeks of not receiving the costume I tried to email the business to which they never responded. I sent a follow up email with again no response. I called the sales line and reached an associate who informed me the item has not shipped out but that I would still receive it by Halloween. Now, 3 days before Halloween, the costume has not shipped. I have spent hours trying to call the customer service and no one will answer. No one Has replied to my 3rd email (or still the first and second). Any statements this company makes regarding items in stock, shipping times, or response times to customer service inquiries are incorrect and misleading at best and a potential scam to obtain and hold money for interest or other business purposes at worst

• Initial Complaint

  Date:10/26/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ORDER #******* I ordered Halloween costumes and was stated on their website it can take up to 7 days to process order before shipping. 10 days later, still nothing on shipping and when contacting them (which you can only do by email) no reply is ever received. They claim to be out of ********** so I dont feel it should take weeks to ship orders in the **.

• Initial Complaint

  Date:10/24/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 13 of this year I ordered a mask from they. Say they ship in 3 to 7 days. On September 26th I got a email saying.the were running behind and it would be shipped in 1 to 2 weeks. I asked for it to be canceled because I would not get it in time for my purpose. No one answered me. I tried to call them and no one answered. I tried 3 more times plus sent two other emails.On September 27th I got a email about my cancelation. They said they would try to cancel it. On September 30th it showed up at my door. I called no answer and emailed about a return no answer until October 2nd I asked again about a return per phone, (no answer) and email. On October 8th they said I could return it. On October 11th I got approval to return. Since then they have received the mask per **** tracking but have yet to issue a refund or answer the phone or answer emails about my refund.

• Initial Complaint

  Date:10/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 15th 2023 I ordered a costume for my son. The website stated that it was in stock & also stated that it would be shipped out within seven days, which would give me more than enough time to get the costume here by Halloween. This was not the case within 2 weeks I realized that I needed to contact this company because I have not heard anything in regards to my order. I contacted *********** advised me that the costume was in fact not in stock & that they were waiting on it to come in & that it would for sure be here by Halloween. I waited an additional week & still nothing so I sent an email & was advised that they still did not have the costume in stock and that if I wanted to I could change the costume or order a larger size. Mind you this is for a child so that wont work, his heart was set on the specific costume, which was why I ordered it so far in advance. fast forward to today I called,I was advised that their vendor only had a large in stock, that there was no date as to when I could expect the costume that I ordered on 9/15 & asked me if I wanted to risk waiting! I opted for a refund & canceled my order at this point because I didnt wanna wait any longer and risk it and the prices of the same costume we now doubled on every other website so I had to bite the bullet and order from a different website and hopefully I will get it a week before Halloween now . The woman on the phone said she was sorry, however didnt ask for any type of compensation and just said sorry it didnt work out.I ordered this costume almost 2 months in advance! Not only do I have to order from another company and pay more but I also have to wait ***** hours for my order with them to be canceled and 7 -10 business days for me to get my money back.They took my money while saying they had something in stock that they didnt have in stock! I would like a full refund of ***** and an additional $16.55 compensated for having to order another costume elsewhere at an elevated price!

  Business Response

  Date: 10/14/2023

  Customer was informed of the items being delayed for approximately another 2 weeks or more on the 26th, within our normal 7 business days.A follow up email was sent to the customer on the 27th, asking if they would like to exchange a medium for a large because that is currently what we had in stock. Customer did follow up again, and we did inform customer that it was still delayed.

  Customer canceled her order, and we issued a refund.
  

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20727060
  
  I am rejecting this response because: they never stated the costume was back ordered when its advertised on their website. They also never said it was delayed and may not come by Halloween they just asked if I would like to risk it! I ordered this costume under the impression that it would be sent out in 7 business days as per advertised! Not that they were selling costumes that werent in their possession that then led to me having to elsewheee and pay 20 Dollars more! They should not be selling items they dont have available. Thats terrible business practice. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/16/2023

  Customer can reject the response but we offered to cancel her order as soon as we were notified it was delayed. Customer chose to try waiting, after multiple offers to cancel. Due to the issue that ALL other vendors are having with this costume, the few that do have one or two increased the price by over almost 100%. She needs to file a complaint against those that are increasing their prices, although that is considered supply and demand.

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20727060
  
  I am rejecting this response because: I would have gone  elsewhere if they had said that they were selling an item that was not in hand! I ordered this on 9/15 when all other stores (including the one I ended up buying from after I cancelled this order) had this for the same price! I ordered with costume place because they said they shipped in 7 days! By the time I got a response email after inquiring after the 7 business days and hearing nothing annd with no tracking updated I was advised that my email went to junk, they told me that it should ship shortly! If they hadnt falsely sold me a costume that they never physically had in their hands I wouldnt have had this problem! Because they strung me a long telling me it was on its way and would be here before Halloween I hung in because by that time it was already October and prices had gone up. I could have ordered before supply and demand hit because I ordered early for a reason. If they were honest I could have reordered in September and saved the money they caused me to loose! Trying  to manipulate this and put it on other companies is wrong because they were the ones selling a costume that they didnt physically have, they didnt have the costume even within the seven days that they had to ship it ! And no the first time they told me when I called after my emails were ignored or in junk  that they would have it way before Halloween and its just their busy time. They never stated to me that it was back ordered and that they were having trouble getting it. This is a bad business with bad customer service selling items that they dont have in stock. What they should have done was emailed me after my order came through to ask if I wanted to wait. Instead they just stung me along until I initiated finding out what the heck was going on! I gave costume place my money for something they never had and had to waste my time to find out what was going on with my order. This was more work for me then it was them! 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/04/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this item from this business on September 10th which I never did receive. I sent an email on the 21st of September and the 24th of September and never did get a response. Upon calling them, they do not have customer service to answer calls they just suggest you email which I did and they did not respond. I asked for a full refund both times because I did not receive the product still no response. I would like to get a full refund and I would like this business to be reported as a possible scam. If you are able to help me with any of this, it would be greatly appreciated. Have a great day!

  Business Response

  Date: 10/04/2023

  Pulling up the order, I do see that my customer service rep did respond to her letting her know there was a delay. I have issued a refund to the customer today. Regarding a scam, she could have easily called the number on the website, although it is for sales, ***** would have assisted her. Unfortunately, today people use the word scam when issues arise instead of speaking or calling a company direct. Although we do understand that BBB is entirely a voluntary service that depends on companies signing up with them, and paying the fee which we do not, it would be appreciated if BBB truly looked into false complaints by consumers.

• Initial Complaint

  Date:10/04/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company took my money and never sent my purchase. What they do, is after you complain, they create a label in the *** system to make you think the item shipped, but they dont actually send the item.

  Business Response

  Date: 10/14/2023

  Customer's shipping label was created on Sept 27th at 9:01PM, as it was getting prepared to ship. Customer did email us on the same day at 1:03 PM, but her email was not sent/responded to until  September 28th at 1:31 PM. as stated on the order confirmations and website, it can take up to 48 hours to receive a response.Customer made assumption that we created it once we saw her email. **************** and the warehouse are in two different locations.
  

  Customer's order was getting prepared to ship when she sent an email making threats of contacting the BBB and ************ Customer is unaware of what business days and business hours are. We issued her a refund and pulled back her order.
  

• Initial Complaint

  Date:05/22/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a costume a couple weeks ago. I needed it by a specific date. I reached out 3 different ways, 2 different emails I found and called and left a voicemail and no response, until I sent an email stating that I was reporting them to the BBB and they claimed they didnt get the other emails but all of a sudden they got and read that one. At any rate the person stated they were going to check on the shipment. I replied almost immediately to let them know that again I did not need the costume anymore and lo and behold I get a shipping confirmation shortly after. All I want now is a refund and again I cant get them to respond.

• Initial Complaint

  Date:05/08/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered five lanyards on 4/23/23 for an upcoming trip, and specifically ordered due to their shipping estimation arriving well in advance of my travel. I paid $35.19 and the items were set to ship between 1 and 7 days from L.A., per their website. I did not receive a reply when contacting their customer service department, and still have not received any indication that the items were shipped. I requested a refund.