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Business Profile

Masquerade Costumes

Denuo Novo

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Masquerade Costumes.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/31/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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, has not delivered my paid in full order. I paid $1200 for a ****************** It has been over 1 year since they said they would deliver the product. I have sent at least 4 written requests for an update but they have ignored all of my written requests. I would love for them to deliver the costume but I dont believe they have any intentions of doing so. At this point, I would like a full refund or, at the very least, store credit for another product. This company holds a ****** License for the costume I ordered.

  • Initial Complaint

    Date:02/27/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 order ******* on June 4, 2024, for a Star Wars Imperial Tie Fighter Jumpsuit (Pre-Order), Size - Large, with a ship date of May-June 2024. As of February 27, 2025, it remains undelivered. By late July 2024, the status showed an estimated in stock date of July-September 2024, which prompted me to order a Tie Fighter Pilot Jumpsuit from a competitor, which I received quickly. I then contacted Denuo Novo to switch my order to a Rebel X-Wing Pilot Jumpsuit (Pre-Order), Size - Large, and have confirmation that they received the request. Both products continue to miss their expected in-stock dates. After reaching out in September 2024, Denuo Novo informed me of another delay, expecting the item in stock in October-December 2024. When the order was still undelivered in December 2024, they said it would be in stock in January 2025 and delivered by Februarys end. However, as of February 27, 2025, my order is still not in stock and has not shipped.Denuo Novos no-refund policy was initially acceptable for a few-month delay, but now its been 8 months without receiving any product in return for the money spent. I have lost confidence in ever receiving the product I ordered.

Denuo Novo is NOT a BBB Accredited Business.

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