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:10/22/2022

  Type:Sales and Advertising 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 put in this order I I have only received partial order. I have been trying to contact this. Company but without success none had called myself back. I am wanting a refund because I have not received my order.

  

  Business Response

  Date: 10/24/2022

  Dear *****,

  We do not have any email messages from you as that is our primary method of communication.  I have emailed you the tracking details and informed you one item is on a Pre-order status - shipping Late October.  Please reply to the email ************************************ sent to you today with tracking details if you have any further questions or need to change your order.

  Thank you!

  ************

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18298939
  
  I am rejecting this response because: I still have not received my 2 pairs of shoes & one outfit. I got a email from *** belle on a review of the shoes which I have not received. I am wanting my money back 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/31/2022

  We apologize for the delay with the shipment of the shoes, as it appears the shoes may have been lost in transit.  The package has not moved since 10/21/2022 and we will deem this as Lost In Transit, and issue the refund for the 2 pairs of shoes.  Do you want to cancel the Pre-order item 'Pumpkin Party Patched Fringe Jeans Set' - which is scheduled to ship out this week?  We can cancel it before it ships if you want to cancel this item.
  Please let us know how you would like to proceed with the Pumpkin Party Patched Fringe Jeans Set, if you want us to ship this out or prefer to cancel before it ships.

  Attached is the screenshot of the tracking of the shoes, showing as shipped, but not moving since 10/21/2022.

  Thank you.

  ************

   

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair 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 ordered a Halloween costume on 9/15/22 and as of 10/20/22 I still have not received it. I ordered 3 items. I received the gloves. The necklace said they it was delivered to my house, but we never received them. The actual costume is still who knows where. I emailed them on 10/5 asking about tracking information since it wasnt showing anything on the my account. They sent tracking information, but after checking it nothing was showing on it either. I kept checking and by 10/10 I sent an email trying to cancel the dress and told them about the necklace. They responded on 10/11 saying it had shipped and there was nothing they could do about the necklace because it said it was delivered. This tracking information still showed item found. I have sent numerous emails stating I wanted to cancel the order and received to response. *** tried to call and get a recording stating they are unable to answer due to Covid. *** asked them to call me via email and never received a phone call back. *** purchased a new costume because my granddaughter had a Halloween party this past weekend. As of today on 10/20 the tracking on the website still shows not found.

  

  Business Response

  Date: 10/21/2022

  Hello,  We have provided tracking for all items on the order.  The overseas carrier will move the item through customs and deliver the package to **** local office.  Once **** receives the package, they will scan in the package at the local office for delivery.  The other packages show delivered, and have advised customer to contact **** to start a Missing Mail Search and inform us of the outcome of the Missing Mail Search, as 2 of the 3 items show delivered.  Once we receive a response from the customer on the Missing Mail Search, we will move forward accordingly.  We apologize that the item is still in transit, and due to us only Guaranteeing items being delivered by Halloween 10/31/2022, we are still on target to meet this deadline with the costume. 

  We will work with the customer to resolve the missing item that is marked as delivered once they inform us of the outcome of the missing mail search.  Occasionally, the local **** office will still have the item in their office after marking the item as delivered on their website.  We await feedback from the customer to move forward with their missing item.

  Thank you.

  ************

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18254352
  I finally did receive the costume on 10/24. They provided tracking, but it did not have any information about when or where it was.  My granddaughter has a party on 10/15 and we had to buy a new costume.  Now when *** tried reach out to return the costume they will not answer me. They will not refund my money.  They will only give store credit according to the website.  I provided the email with them saying they couldnt control the tracking.  I cancelled this order on 10/11.  They refused to respond.  It might of made it to me by 10/31, but that was to late for her parties.  I dont want credit.  I do not want to have to ever try to deal with receiving items from them again.  It took way over a month to receive.  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/27/2022

  Due to the date of order, and the delivery date confirmed, we are agreeing to refund the order once the customer returns the items to us.  We have updated her return portal to submit the return request.  We apologize for the issues experienced with this order.  Tracking of the shipment ( image attached ) showed the costume shipped out 10/8/2022 from the supplier, but it did not arrive within the delivery window quoted (delivered 10/24/2022).  We cannot cancel a shipment once it has shipped, and we were expecting the item to deliver within 21 business days.  We will accept her return for a refund pending condition of the return item is unused, tags still on the item.

  Thank you.

  ************

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair 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 placed on order for a Halloween costume on September 24th. It is October 20th. I still do not have my package. I have begged them for weeks and can provide all emails to them with me sending more emails than replies I received. I keep getting told to just wait its coming. Well I have two tracking numbers. One states **** is STILL awaiting the item which means they never shipped it or took it to the courier. The other tracking number says its been in GEORGIA for a week and hasnt moved. Obviously these packages are LOST. I kept asking to just refund as nothing has changed in a week and Georgia is five hours from me so this is not normal. Nothing has changed with tracking. Ive provided pictures. **** their ******er customer care agent just responded saying they cant do anything because **************. NO ITS NOT IDIOT its been saying the same thing for a week. She asks me to be patient I think waiting ONE MONTH for an order with no update whatsoever is more than patient. I want a **** refund scammers!

  

  Business Response

  Date: 10/20/2022

  Hello,

  We apologize for any delays in response to emails regarding the status of the order.  The costume is listed as Arrives in 18 - 21 Business Days from the date of order of 9/24/2022.  We have provided updated tracking for the overseas shipping carrier to reflect the items are in transit.  **** will be the final delivery company, which is why the status has not been updated on **** site.  We expect the items to deliver early to middle next week - as they have already cleared through customs in the US and are in transit to the local **** outlet for final delivery.  We are unable to cancel the shipment while it is in transit as we are still within the delivery window that we list online.  Also, this item is listed as Not Guaranteed for Halloween and was put on the image on website prior to customer ordering item(s).    We do hope and expect the items to deliver before Halloween, but this was not a guarantee that we have, whereas other costumes had a guarantee if ordered by a certain date.  This costume did not have the guarantee sticker.  

  Thank you.

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18251484
  
  I am rejecting this response because: you guys changed the status of not guaranteed AFTER I ordered! I ordered September 24th with plenty of time for the 21 days. You guys did not change the not guaranteed for Halloween until AFTER THAT DATE! Nice try! Its been sitting in GA for a week. You mean to tell me that it takes over a week to get from GA to **? Its a five hour drive! Now youre saying mid next week who in their right mind thinks that is normal by next week it will have sat at that post off ice in GA for 1.5 weeks. **** doesnt take that long. So explain that one?
  
  Sincerely,
  
  ********* & ***************************** & *******

  

  Business Response

  Date: 10/21/2022

  We apologize for the delay you are experiencing with your order.  Please check the order tracking on the link provided in revious emails showing the items are moving - and you will have the items by Halloween.  We cannot control how long carriers take to complete delivery when the order is sent from overseas.
  Attached is the tag update from our back end showing the tag was added to say NotGuaranteed2022 the day before the order.  This shows tag update 9/23 - your order date as you said was 9/24.  If we are wrong we do accept accountability.  If we are justified in our answers, we will stand by the data and our quotes online.  Please expect the package to deliver to you next week.

  Thank you.

  ************

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18251484
  
  I am rejecting this response because:
  Okay. It still should not be sitting in ******* with no update since the 15th. Theres been no update in a week from a state that supposedly has it which is 5 HOURS AWAY! So why would it take over a week to get here? Nothing has updated in a week so therefore you guys should refund me as its most likely LOST
  Sincerely,
  
  ********* & ***************************** & *******

• Initial Complaint

  Date:10/19/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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 Oct. 6, 2022 I placed an order for 6 clothing items for the amount of $205.94. I purchased one sweater, one dress, one pair of shoes and three jumpsuits. The business confirmed the order via email and said that they would be in touch with shipping details shortly. I never heard from the business again. I made several attempts to contact the business and they never responded to any of my attempts. The order number is #******. If the business is not going to deliver my items than I would like my money back.

  

  Business Response

  Date: 10/20/2022

  Hello, All items except one have shipped from the supplier and I have responded to customer via email with tracking numbers.  The item that has not shipped was listed as Pre-Order - Ships Late November at the time of order.  We apologize for the delay in response as we are experiencing higher than normal email volume regarding Halloween costume inquiries.

  Thank you.

  ************

  Customer Answer

  Date: 10/21/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/19/2022

  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.

  Purchased two separate times from this company understanding that things ship at different times from different places.Ordered a Halloween costume for my daughter that was advertised guaranteed by Halloween.Im yet ti get a shipping confirmation so I emailed several times with my order number, email and name. I repeatedly got a copy/paste email back with no information. I dmed the company on their business profile and they answered that someone will email me about me order by the end of the day. Received the same exact emails again copy/paste. No information, not even a so sorry but it wont be there on time so I can order a backup.I should have listened to my gut about ordering from them thought a mom/kid business was something to support. Clearly, I was wrong.

  

  Business Response

  Date: 10/20/2022

  Hello, 

  We apologize for the delay in response and email notification about the shipping estimate being the standard 18 - 21 business days response.  We have emailed customer as our listing for this item did not guarantee by Halloween as this is sent from our overseas supplier.  Other costumes were listed as guaranteed if ordered by a certain date, however this item sticker on the website did not have the guarantee.  See attached image.  We are awaiting response if they prefer to wait for the item to deliver in Early November or cancel the item.  Thank you.  ************

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18248102
  
  I am rejecting this response because:
  

  First, dont shift the blame on me. Its insulting. The sticker was added to the website long after I made this purchase. 
  I ordered October 1st. It was guaranteed by Halloween. I never received shipping info and when questioned whether or not this was going to be here, it was 10 days of frustration and copy/paste emails.

  Secondly, your excuse and attempt to shift blame was the worst excuse Ive received from your company. 
  

  See ******** response yesterday. It was a much better excuse, perhaps take notes.

   

  Sincerely,
  
  Kristin 

  

  Business Response

  Date: 10/21/2022

  We have canceled the order per the customer request and refunded the order.  Attached shows the date we added the NotGuaranteed tag in our back end for this costume which was 9/24/2022.  Your order date was 10/2/2022. We apologize this could not reach you by Halloween and have canceled the order.  Thank you.  ************

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18248102
  
  I have received the refund and successfully canceled after 10 days of trying.

  ****, you need to work on defusing the situation as opposed to making excuses nonstop and only aggravating it.

  You have contradicted yourself in your obnoxious responses. You state that the order was to be shipped ***** days from order which means it would have been to me before Halloween whether or not you had the guaranteed by Halloween on this item. Perhaps you were responsible for changing the not guaranteed by Halloween update and failed bc I can assure you, it was still guaranteed by Halloween when my order was placed be it within the 24 hours youre arguing about.

  The only thing you have successfully done is make sure I scream from the rooftops to steer clear of this company. An apology and taking responsibility would have gone much further for me and for anyone reading this in the future. Business 101.

   

   

• Initial Complaint

  Date:10/18/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 October 6, 2022 I purchased 2 pairs of boots for great-grandchildren. I waited for a tracking number which still hasnt arrived. In emailing them requesting information, they do not respond. It states that the item will deliver within ***** days. I should have received a tracking number by now. As I still have no items, I reached out again asking to cancel the items as they would not arrive in time. It had not shipped yet. I received a response saying it had forwarded for shipping and I would be receiving a tracking number. That also did not happen. Then, I sent another email requesting a cancellation and that I would be filing a complaint and would be filing a dispute with my cc company. The response I just got is not truthful, in one email it states its been forwarded for shipment but now they are telling me they have to be made all over again because of improper materials. Where are the ones that were forwarded for shipment? I just want my money refunded at this point. I do realize that shipping is often an issue but being lied to about it is deceptive and fraudulent. Thank You, ***************************

  

  Business Response

  Date: 10/19/2022

  We apologize for the delay with shipping the item from our supplier, and have canceled the order.  A refund has been submitted in full to the customer.  Thank you.

  Customer Answer

  Date: 10/19/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/14/2022

  Type:Service or Repair 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 ordered a snow white costume for my daughter's 5th birthday (in November) back in mid-august and was originally sent a dress that was dirty/stained and missing pieces. I was told that I could return the dress for a refund and then I would have to repurchase the dress. It took a few weeks to get my refund, so I ordered a new dress before they issued my refund fearing the dress would not arrive in time for her birthday. That was over a month ago. I emailed to get a status update as my email confirmation stated that the estimated ship date for the dress was 9/30. Earlier this week, I checked the status and it stated that the dress was not shipped/ still in pre-order status, and still stated it would ship 9/30. I reached out to get a status update and Mia ****************** responded by asking me to confirm my order number (and they provided me with a number). I emailed back stating that was not my order number and provided the correct one again. I have not heard back and have not been able to get ahold of them. The dress is now sold out on their website, they have my money and I am left without a dress.

  

  Business Response

  Date: 10/17/2022

  We are working to ship out all costumes that were placed in September from our warehouse this current week of 10/17/2022.  We are working to get tracking numbers assigned for all orders placed in September, based on the order in which they were placed.  This order was placed September 23rd, and we are working diligently to get this and all orders placed in September processed.  Once we have a tracking number assigned, we will email the details to you.  I have requested they expedite the order as it is a replacement from a defective costume you returned previously.  We apologize for the delays as we expected to have the supplier send it out directly around ****, however they did not send it to you.  We are receiving and shipping out costumes this week, and expect your order to ship out as soon as possible.

  Thank you.

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18226703
  
  I am rejecting this response because: I did not receive my dress. They cancelled my order instead of updating me on when I could expect the dress to arrive. I have asked them to refund my money I have in store credit from the 1st dress I bought.  

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

  

  Business Response

  Date: 10/21/2022

  We have refunded the paypal express account the full amount for the snow white costume as of 10/19/2022.  We do apologize we could not meet the Halloween delivery date and the order did not have tracking assigned.  Please allow 3 to 5 business days from 10/19/2022 to receive the funds back into your account.  Thank you.  ************

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18226703
  
  I am rejecting this response because: I have also emailed to ask for the store credit I have from the first dress to be refunded back to my credit card but have heard nothing back. 
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  Date:10/14/2022

  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 placed an order on 9/17 totaling $227.93 I sent an email to customer service requesting a refund because I ordered the wrong size (ordered 8 should have been 9). they respond to me immediately asking if I would prefer an exchange to a size 9 instead since it has not been shipped, I immediately responded and said yes. As of today, a couple days shy of a month later, I have received no response and no product from the several items I ordered nor have I received a response from my email inquiries for status updates from the company.My money should be refunded to me, I am not interested in waiting over a month for a product and poor communication at best from a company that I choose to support and spend my money on

  

  Business Response

  Date: 10/17/2022

  We have issued a response to the customer providing tracking numbers for the items that were shipped on the order.  We offered to refund items that are on backorder with our supplier.  Customer has filed a payment dispute and are working with them if they choose to return any items that have already shipped or delivered, per tracking.  Some items did not ship and we are canceling these items.  Thank you.

• Initial Complaint

  Date:10/10/2022

  Type:Order 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 a costume on 8/1/22 and at that time it showed 6 week turnaround. I received all the accessories for the costume: wig, tights, gloves but its 10/10 and I still didnt have an update on if my main costume the dress has shipped. I need this costume by next week and I have sent 2 additional emails and still no response. Im going to be livid if this doesnt arrive. I was proactive and ordered this 3 months ahead of time and 2.5 weeks left of October with Halloween events all month and our costume is still not here.

  

  Business Response

  Date: 10/11/2022

  We apologize for the delay in this shipment as the costume was on backorder from our supplier.  We are expecting the costume to arrive this week to our ******* warehouse, and trying to get the order shipped out by Friday of this week.  We will email tracking details once we have shipped the order.  To show our appreciation for your patience, we have issued a store credit gift card via email.  Please check your email with the gift card code for use on a future order.  Thank you.

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair 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 placed an order online for a Halloween costume in late August. After multiple weeks I reached out to customer service via email requesting an update. Long story short- the item was supposedly lost in the mail and being reshipped. They refuse to refund me and now the item will not arrive in time for the Halloween party if it ever arrives at all.

  

  Business Response

  Date: 10/04/2022

  Good Morning.
  The original shipment was lost in transit. However, the customer requested that we send a replacement.
  Although this replacement was just shipped 2 days ago, per her request, we have now issued a full refund for the costume
  in this order. Refund Total: $59.99
  Please note that as there is a second item in this order that has already been confirmed as delivered by **** we are not able 
  to refund that item without first receiving a return for it. We apologize for any inconvenience or misunderstanding.