Complaints

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• Initial Complaint

  Date:05/02/2025

  Type:Product 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 with Cosrea for a Halloween costume in May of 2023. They agreed to the specifications and estimated completion by June of 2023. Since then, they have been dragging their feet and slowly sending pieces of the costume, often that don't fit or meet the specifications they promised.I have been exceptionally patient going back and forth with them, and finally gave up recently due to how difficult they have been and requested a refund. They are refusing to refund more than 30% of the cost, even if I return the pieces they sent. I think this is outrageous because they have not delivered on what I paid for and what has been delivered doesn't match the quality I expected or was promised. The pieces I was able to wear started falling apart at the seams after a single ****** this point, all I want is a refund, hours of my time have been wasted on this and I spent too much money for what terrible service I've received.I have attached the following:- Screenshot of confirmation of deposit payment - Screenshot of agreed-upon completion schedule - Screenshot of agreed-upon costume pieces - Deposit Invoice - Helmet Invoice (second payment)- Full Cost Invoice (shows the total cost)Please note that *********************** is my email address. If any additional details are needed, I am happy to provide them - I have hundreds of emails back and forth about this.

  Business Response

  Date: 05/16/2025

  Documents & References Included With Response:
  
  1. Original Reference Photo:
  - This is the original character reference
  
  2. Completion Photos:
  Completed Helmet
  Completed Costume
  Completed Boots
  - These are the final, approved by the customer, made items
  for him, based on his request, measurements and character reference. 
  
  3. Documents List: (In order)
  1 Custom Order March 29th 2023
  2 Production Progress Update July 24 2023
  3 First Costume Review July 26 2023
  4 Second Review July 29th 2023
  5 Further Adjustments Per Customer Request Sept 2023
  6 Helmet And New Scarf Review Aug 15 2023
  7 Final Completion Review Oct 7 2023
  8 Helmet Mold Approved Sept 27
  9 Second Helmet Review And Approval Oct 5 2023
  10 Completion And Approval To Ship Oct 24 2023
  11 Free Remake For Customer Nov *******
  ** Free Replacement Completion March 5th 2024
  13 Working With Customer On 2nd Set of Free Items May 2024
  14 Wear And Tear Dec 30 2024
  15 Continue Communication On Partial Compensation
  
  4. Shipping Documents:
  Shipment 1 Label
  Shipment 2 Label
  Free Replacement Order Label
  
  ---------------
  
  A little background about us and our process:
  
  We are a small custom, handmade workshop, primarily working on
  custom commissions from customers.
  
  Our process starts with a free custom quote, once the quote is accepted
  and the customer gives us the okay to move forward, we would then set up production.
  
  We keep our customer in the loop on the full production process, providing photos, updates
  and we don't ship unless we have the customer's final approval.
  
  --
  
  This customer approach us on March 29th, 2023 with a custom quote
  for the character Viewtiful ***.
  
  After working through the build spec and measurements, we moved forward
  into production in the summer of 2023.
  
  Between July to Oct 2023, we provided the customer with as much photos and design
  images to confirm the build, moving forward after each approval from the customer.
  
  We tried to be as accommodating as possible, providing free remakes of the scarf, adjusting
  the gradient texture to his preference, and making changes along the way.
  
  The order was given approval to ship on Oct 24th, 2023.
  
  The delivered order is a full and complete set, consisting of:
  Costume Set
  Helmet With LED Effects
  PU Leather Based Boots
  
  In mid November 2023, the customer replied back with feedback on fitting, needing the top and pants
  to be wider for a more comfortable fit, and also requested for another custom visor for the helmet.
  
  The new costume pieces were made for him, free of charge, after review and approval, delivered
  to him on March 2024. 
  
  The visor piece was much more complicated, requiring professional equipment.
  We kept the customer in the loop, updating him back and forth on the situation.
  
  In December 2024, almost 8 months after the second free set of costume was delivered, the customer
  sent photos showing the costume with standard wear and tear, asked for a full refund on the order.
  
  Our team worked with him back and forth, politely explaining that, we can do our best to accept
  a new and unused costume set, but is not able to extend the same policy for one that's been in the used for 8 months.
  
  The customer explained with the wear and tear he may not be able to use this costume again in the future, as well as explained his dismay with the delay on the free visor.
  
  we listened and discussed the situation as a team and with him, after understanding the situation, we
  then happily offer a partial reimbursement for that. (The helmet is still a complete piece, the visor is a spare piece made in new specs).
  And also offered to continue working on the new visor, delivering it with all costs covered by us.
  
  But the customer insisted on a 100% refund, offering to return a costume set that's been used for over a year,
  after long struggles, we just didn't find this very fair to our crafters and were not able to agree to his request.
  
  As a workshop that focus on custom orders, we understands and dedicates our all to working
  with our customers.
  
  We never missed a email and gave detailed reply to each email the customer send.
  Trying to find ways to work with him, and agreeing to any requests within reasonable range, such as the free items.
  
  We truly feel that we have fulfilled and delivered on the order
  and have (will continue) to be open to finding a solution. 
  
  And since the last email sent, we continued to keep the email active, making sure
  we are not missing any messages and requests from him. He was wonderful with us during production process, we would not forget that
  and would hope to find a medium point and a fair resolution to both sides. 

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23259676
  
  In my response, I will go through Cosrea's statement point by point and clarify the situation.
  
  Firstly, Cosrea claims that they keep the customer in the loop throughout the process - I frequently had to request updates because weeks would pass with no information.
  
  Next, Cosrea themselves state that "between July to Oct 2023, we provided the customer with... photos and design images to confirm the build..."; this glosses over the fact that the agreed-upon completion schedule was by the end of June. See attached screenshot-1.png. They missed this deadline and didn't even acknowledge it - see attached screenshot-2.png.
  
  Moving forward, the "free remakes" in question were corrections to mistakes made by Cosrea. Throughout this process I had to re-confirm and re-clarify what was initially agreed-upon an absurd amount of times, and in the end they still missed pieces and got measurements wrong. I had to send them measurements over and over, including measurements of the costume they had produced because they kept no record of it. I tried to be as accommodating as possible but this was frustrating to me. Perhaps the most egregious of these errors is the complete oversight of one of the most essential pieces of the costume, which can be seen in screenshot-3.png and screenshot-4.png. Cosrea "forgot" to create the glowing eye effect that is iconic to the character, and this did not come up until October 14th.
  
  The first version of the costume arrived in November of 2023. For additional context, I purchased this costume to use for Halloween of 2023. I expected (based on our agreements) that it would be finished by summer, which gave plenty of buffer time in case anything came up. It is now 2025 and the costume is still not complete to the standards we agreed upon initially. 
  
  Cosrea claims that I contacted them in "mid-November" asking for fitting adjustments and another custom visor. This is a bit deceptive for the following reasons. I contacted them almost immediately after receiving the costume, on November 5th. I did ask for adjustments to the size because despite sending them very detailed measurements, the costume did not fit well. Additionally, the visor they had sent was supposed to be see-through, similar to a pair of sunglasses, but it was so nearly opaque that I could not feasibly walk around while wearing it. On top of all of this, the package I was sent was missing the belt buckle. They make it sound like I wanted additional work done, but I only wanted the costume I was promised. See attached screenshot-5.png.
  
  Next, Cosrea mentions the complicated work for the visor. I offered a number of suggestions on how they could achieve something close to the effect I was going for, and they shot down each one, eventually saying they would send me a clear visor and some tinted film, with which I could try to create the effect myself. By now it had been over a year since commissioning the costume and I was tired of the back-and-forth, so I agreed to this. They then requested my help with visor measurements, to which I replied that they should be the same as the first visor. After a month without updates, they reached out to tell me (unsurprisingly) that they had not kept a record of the original measurements, and needed me to ship back the original visor. I agreed. See attached screenshot-6.png. After nearly two more months of waiting for the shipping label, I sent the visor back in September of 2024. See attached screenshot-7.png.
  
  I was not given a confirmation of receipt until I asked for one a few weeks later. At this point, it was halfway through October and I knew that I would be going yet another Halloween without my costume completed. See attached screenshot-8.png. Not only that, the original visor was also not returned to me in time for Halloween, so I couldn't even try to make do with that. As a matter of fact, the visor was NEVER returned to me, to date. See attached screenshot-9.png. This was the final bit of communication before I requested a refund.
  
  Within the few months that the second visor was supposedly being worked on, I wore the parts of the costume that I had twice - once for a Halloween party, and once for a convention I attended. I very quickly noticed that the materials were falling apart after only two times wearing it, and it wasn't just that the costume was showing some wear - it was beginning to split apart at the seams, and most notably in the crotch area of the pants. This level of quality, combined with the extremely extended timeline, poor communication, and the fact that elements were still missing, was the final straw, and I replied to Cosrea expressing my frustration and requesting a refund. See attached screenshot-10.png.
  
  Cosrea stated that "In December 2024, almost 8 months after the second free set of costume was delivered, the costumer sent photos showing the costume with standard wear and tear, asked for a full refund on the order." I believe this to be a pretty blatant misrepresentation of the events - it sounds as though they delivered a corrected costume, and after 8 months of no contact I showed them pictures of the costume that had been worn repeatedly throughout that period and asked for a refund. The reality is, we were in contact throughout the entirety of that time, as they were still working to correct issues with the costume. The wear and tear is anything but standard - as stated above, the costume pieces I had worn were only worn on two occasions and I would absolutely not expect for the pants to be splitting after that, considering the price I paid (not to mention the flaking of the material and other issues).
  
  After a back-and-forth, Cosrea offered a partial refund between 20% and 30% of what I had paid. This, to me, was entirely unacceptable, as they failed to deliver on what they promised, have kept me waiting for two full years at this point, and have taken up hours upon hours of my time trying to communicate the issues and have them corrected. I insisted on a full refund, even offering to return the costume pieces they sent me if that made them feel better about it, but they would not budge. At one point I even offered to accept 80% to acknowledge their time, effort, and materials spent, but they again refused.
  
  Now that it has come to the point of involving the Better Business Bureau, I feel that no less than a full refund is appropriate. Cosrea has not delivered on our original agreement and has not shown appropriate effort to correct that, especially within any reasonable timeframe. I am happy to provide any additional information or evidence that can help bring this to a swift resolution.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 05/24/2025

  We appreciate the customer's thorough and detailed response. 
  Below, we will address each concern and question individually.
  
  ----------
  
  1. Production Update
  We understand the customer's perspective, and we agree that more frequent updates could have been helpful. As a small workshop, our team balances both production and administrative tasks. Typically, we provide updates when there is meaningful progress to share, and we always aim to respond to emails within 24 hours.
  
  If any part of the production process progressed more slowly than the customer expected, we sincerely apologize. Please rest assured that each email was responded to thoughtfully and in detail.
  
  --
  
  2. Replacement Measurement Confirmation
  While we do maintain production records, we ask for measurement confirmation when handling replacements or remakes. This helps us ensure two key things:
  A. Identifying any fitting issues and understanding what adjustments are needed
  B. Confirming the new measurements requested
  
  Our intention is not to make the process difficult. Rather, our priority is to ensure the best possible fitespecially since each part of the costume is custom made.
  
  --
  
  3. Replacement Visor
  Regarding the visor issue: the visor is made from acrylic and requires specialized equipment to shape. As such, we had to contract a specific factory capable of handling this process.
  
  Because we were requesting only a single replacement piece, the production timeline was longer than usualit wasnt a high priority for the factory. This resulted in delays, which we understand may have been frustrating.
  
  Throughout this time, we did our best to keep the customer informed, making it clear that resolving this was a priority for us. We were committed to completing the remake, regardless of the cost on our end.
  
  Unfortunately, just as the factory agreed to proceed and we were finalizing the arrangements, the dispute was initiated.
  
  --
  
  We want to take a moment to emphasize the following:
  
  1.
  As always, our priority is to work with the customer to find a fair and reasonable solution. While we may not agree on every point, we are fully committed to understanding his perspective and doing our best to address his concerns.
  
  2.
  Given the situation, we recognize that a partial reimbursement is appropriate for the secondary visor. In addition, we are still moving forward with completing and delivering the visor at no additional cost to the customer, including shipping.
  
  3.
  That said, we respectfully ask for fairness in return. As independent crafters, we cannot accept full responsibility for a costume that has been worn and shows signs of use. We dont believe that would be a fair request. Had the customer reached out before using the costume and requested a return, we would have been more than willing to assist.
  
  3.
  That said, we remain happy to help with any alterations or repairs neededhowever we can.
  
  We take great pride in our work and deeply appreciate our customers. We are always willing to support and assist to the best of our ability.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23259676
  
  I am rejecting this response because:

  Again, Cosrea is minimizing the issues and deflecting blame onto me for their low-quality product and complete lack of urgency.

  I don't want anything else produced, all I want is a refund, which anyone would agree under these circumstances is reasonable. I paid for this costume years ago and still haven't received it in full, and the parts I have received are of much lower quality than anyone would expect for the price point and extended wait time.

  Cosrea cannot claim that they have delivered a quality product and simultaneously claim that it is "expected wear" for it to be splitting at the seams after putting it on twice.

  I am happy to return what I have, if that is desired, but I want nothing else but a refund.

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