Complaints

This profile includes complaints for Costume Supercenter, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Costume Supercenter, LLC

  450 Raritan Center Pkwy Ste I Edison, NJ 08837-3944

• 

  Costume Supercenter LLC

  311 Bowes Rd Main Unit Vaughan, ON L4K 1J1

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:10/29/2024

  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 purchased costumes on 10/08 (for a Halloween party for my children.) At check-out, standard shipping showed my items would arrive in 5-7 business days.
  On 10/14 - I had not received my items and I requested tracking information. I was told my order was stil processign and would arrive between 10/17 and 10/20.
  On 10/24 - I reached out for another update and was told there was a system error and my item had not shipped.
  On 10/28 - item still has not shipped. No resolution offered. I requested a refund adn I'm still waiting for it to be processed.

• Initial Complaint

  Date:09/16/2023

  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.

  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

  Date:11/14/2022

  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.

  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

  Date: 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

  Date:08/02/2022

  Type:Product 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 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

  Date: 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 Answer

  Date: 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