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:08/13/2024

  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.

  Rubies costumes, also known as Costumes.com also known as costumesupercenter.com in ******************** is an online costume store. They advertise same day and next day shipping for items that they actually do not have in stock or plan to sell, but they take consumer funds for it and hold the money for months. I purchased a costume in MAY. It is AUGUST and they still have not shipped the item. When I reached out in June, they said "system upgrades preventing shipping"....and that it would ship in the next week. It didn't ship. I followed up again and was told the same thing--system upgrades. It had been 5 weeks at that point. I followed up again and was told the same thing. So I left a review on their site and they deleted it (violating the ***** and emailed me telling me that I could cancel if I couldn't wait and INDEFINITE amount of time and they refused to tell me why now the item was not shipped since they were now advertising the costume with next day shipping but not sending mine. I emailed them. They ignored me. I followed up again They ignored me. I followed up again. They ignored me. I followed up again. They ignored me. It's August. They took my money in MAY. They never shipped the costume, but they are taking people's money for costumes they don't have in stock and then lying about why they aren't shipping it. This is a pattern for this company. After researching consumer complaints, this is what they do to consumers. This is fraud, this is a violation of advertising laws. This is clear cut deceptive practices. They are still advertising the costume with next day shipping as I write this complaint nearly four months after I placed an order.

  

  Business Response

  Date: 08/13/2024

  Hello, thanks for taking the time to share your experience! Please note that we respond to all customer inquiries within 1-3 business days as we are closed on the weekends. If you do not receive a response, please ensure you check your junk and spam folders as they are sometimes auto sorted. I have cancelled and refunded your order and you should see the funds process within the next few business days. Our system upgrade caused significant shipping delays and this was noted at checkout on our website. We also do not delete any customer reviews. Please contact our customer service team if there's anything else we can do to assist.

  Customer Answer

  Date: 08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. This is because it is quite literally a lie.

  The business stated   "Our system upgrade caused significant shipping delays and this was noted at checkout on our website." FALSE : See attached screenshot
  

  As proven by my email strings this is false. No system message was noted at checkout during my purchase. I placed the order on May 29. A system message was not added to your system until JULY 10 and was removed on JULY 24. And then, you still didn't ship my item.

  Why is there nothing on your website about shipping delays if you are still experiencing them? Why are you compelling customers to purchase and waste their time and money for products you don't intend to sell? This is a violation of FTC laws and now that you've retaliated against me for requesting assistance, I will continue to file complaints until your company's practices are fully investigated.

  All you had to do was ship the item.

   Additionally, have provided proof with my original complaint and attached hereto as well that no system message exists, in fact, the product I purchased actually shows on your website, at this very moment, that it will be shipped and delivered within TWO DAYS. Yet instead of shipping the item out, in retaliation for my complaint which SPECIFICALLY SOUGHT SHIPMENT OF THE **** that I've waited for since MAY, you cancelled it. This customer service is outrageous.

  Then you state "We also do not delete any customer reviews."  FALSE: See attached screenshot. I've attached proof that I left a review, your team actually commented on it and then deleted it. Literal proof you deleted it. Yet, your response completely ignores actual facts.

  Finally you state "Please contact our customer service team if there's anything else we can do to assist." I DID--and you IGNORED EVERY EMAIL. 

  This response proves just how little effort goes into actual business there at Rubies. 

  You should have apologized for ignoring me and holding my money hostage for nearly three months, shipped out my item and addressed your representatives for their outrageous treatment--- instead you illustrate why they behave like they do--they have leaders like you.

   Absolutely horrendous behavior, you should all be ashamed.

  
  [Please type your response here.]
  
  Regards,
  
  *******************

  

  Business Response

  Date: 08/13/2024

  Hello, the original complaint was a dispute for the funds. The appropriate response for a funds dispute is to issue a refund which has been done. I see several responses from our customer service team explaining the situation. Perhaps the responses were sent to your junk or spam folders. The delay messages were added at checkout on June 1st and were just taken down on August 5th as that is when the system began processing orders again. There are many orders to process through which is a time consuming process. Your order has been cancelled and refunded and you should see the funds process through in the next few business days. Thank you!

  Customer Answer

  Date: 08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint Because once again, it is FALSE.

  You stated "The complaint was to dispute the amount and a refund" Attached you will see the LITERAL COMPLAINT YOU ARE RESPONDING TO "Desired settlement" SHIP MY PURCHASE"
  

  SEE ATTACHED SCREENSHOT

  You also state the system message was removed on August 5th, however my screenshot shows JULY 24 was the extent of the shipping delays- SEE ATTACHED SCREENSHOT.

  Additionally, you state "I see several responses from our customer support staff, check your spam/junk" I did. Every day before I emailed I checked spam first, like any normal person begging for responses. The last response from your company was JULY 8. Please provide proof of ANY email response since then.

  Additionally, I copied your legal department and others on the emails today and no one responded. 

  Please provide proof ANYONE responded since July 8. ANYONE. You can't. They didn't.

  This purchase should have been shipped to me, instead you retaliated for filing a complaint. 

  This is despicable service and your responses are completely false.

  This matter can be settled as originally requested by shipping my purchase. That's what I've been begging for SINCE MAY 29. Had you truly looked at the two responses from ***** with customer service you would have seen he asked both times if I wanted to cancel my order and i said NO, I DONT WANT TO CANCEL IT I WANT TO KNOW WHEN IT WILL SHIP.

  Do the right thing and ship my purchase. I've waited months and wasted weeks. This is your fault, I should not be punished because your company failed at every opportunity to communicate.

   [Please type your response here.]

  
  Regards,
  
  *******************

  

  Business Response

  Date: 08/14/2024

  Hello, I've double checked our customer service mailbox and see that the last email we received from you was on July 6th. Our team responded on July 8th.  We have not received any further communication from this email address. Please ensure you are messaging us at ********************************. If there is another email address you have used to reach out, please provide that and I'd be happy to look into it. I've contacted our marketing team to ensure they update the shipping timeframes as we are not yet shipping orders after our required system upgrade. The order has been cancelled and refunded due to the significant delay as we are unable to ship the order at this time. This issue has been resolved within our ability to resolve. You should see your funds returned to your account within the next few business days if not already per the policies of your financial institution. Thank you for taking the time to explain your situation and we wish you all the best.

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Once again, your response is completely false.

   

  You state "We haven't received an email from you since July 6" That's false. 

  I emailed on the following dates and have attached screenshots showing the expanded email address used. It's REALLY important to note that I responded to the order confirmation email from ******************************** which is the SAME EMAIL THREAD your customer service team replied to. So, its LITERALLY IMPOSSIBLE that the emails weren't sent to the correct email.

  Aug 3

  Aug 6

  Aug 7

  Aug 8

  Aug 9

  Aug 10 

  Aug 10 (in response to the review your company deleted I replied to ***********************************)

  Aug 11

  Aug 12

  Aug 13 (copying your exec emails to which they did not reply)

  Aug 13 (responding directly to your cancellation of my order)

  I have attached FIFTEEN screenshots showing all communications with your company.

  And on the final email  (Aug13), I copied corporate emails on them...guess they didn't get them either? 

  You also failed to address the proof I attached that your company IN FACT, deleted my review.

  You also failed to address the proof I attached that your company, IN FACT, did not disclose shipping delays or system issues before July 10 or after July 24. 

  You also failed to address the proof I attached that your company, IN FACT, was and is still advertising the very product it refused to ship, with two day shipping. (AND STILL ARE TODAY)

  You also state there is no way you can ship my purchase because system upgrade issues persist. I also included in my screenshots proof that your  company is still FALSELY advertising stock availability, shipping times and *willfully* carrying out deceptive practices and fraud.

  As such, while you might have thought fraudulently inducing a sale online, taking my money and keeping it for a few months and then refunding me would make me go away, now I will be certain to forward all the additional evidence to the agencies I've already complained to so you all can deal with the consequences of fraud.

  Sure would have been easier to respond to an email..... 

   

  
  Regards,
  
  *******************

  

  Business Response

  Date: 08/15/2024

  Hello, as previously stated, I have forwarded the incorrect shipping timeframe to our team to update it as we are not shipping next day orders right now. That message is an automated timeframe that has to be manually removed. Our team is working to update this and we are working with customers directly.  I do see your attachment with the 7/10-7/24 delay, however, this was updated after 7/24 to include through 8/5. The message was removed on 8/5 as some orders have begun shipping, but many orders are still experiencing errors.  Your order was included in the errors, so it could not be shipped.  As for the review, I've checked our system and see that your review is listed (attached).  We have not deleted any reviews, nor do we have the ability to do so. I have double checked our email system and we do not have any of the emails that you show in your screen captures (attached an image of our email search engine). I have forwarded this issue to our IT team to look into the issue. At this point, it seems there is nothing more we can offer to resolve the issue as a full refund has been issued. We understand your frustration and we apologize for the trouble you experienced. Our legal team can assist with any further escalation you choose to take. 

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

  The company states " I have forwarded the incorrect shipping timeframe to our team to update it as we are not shipping next day orders right now. That message is an automated timeframe that has to be manually removed. Our team is working to update this and we are working with customers directly."

  Pursuant to 16 CFR Part 435 (Aka "The 30 Day Rule"), when a seller cannot ship within the promised time, the seller must obtain the buyers consent to a delay in shipping or refund payment for the unshipped merchandise. Rubies aka Costumes.com did not reach out to its customers to notify of a delay. It did not offer customers the ability to accept a delay or refund. Rubies is required to promptly tell the customer by phone, email, or regular mail. You must provide a new shipping estimate and offer a chance to accept the new estimate or cancel and receive a full refund. Instead of abiding by law, Rubies relied on customers to email in and inquire over and over and over and then, stopped responding. It refused to provide any new estimated shipping, and still is, to date. After it was aware of its issues, which per the initial email, occurred on MAY28, it had a legal obligation to email its customers and offer delays notifications and accept/refund and it not only chose to violate the law, it chose to continue to fraudulently advertise the costumes as available and with 1-2 day shipping. It has been nearly three solid months that I am personally aware of the violations. Based on customer reviews, this is a pattern and one that I will ensure is investigated. 

  Additionally, pursuant to 15 U.S.C. 45 et al,  Rubies AKA costumes.com is required by law to truthfully advertise stock and shipping times and it certainly isn't giving any priority to correcting false advertising that has now persisted for three months.

  I have notified the company multiple times about the false advertisement of orders for nearly three months, if the message was removed manually on 7/24 and the company was still experiencing delays, it replaced the system delay notice with a false shipping promise and continues to falsely advertise to customers even though its executive offices, Costumes.com, Rubies.com and its subsidiaries have all been notified not only via email and this complaint, but also through the ** attorney General, the IN Attorney General and now the ************************************** then states "I do see your attachment with the 7/10-7/24 delay, however, this was updated after 7/24 to include through 8/5.:  FALSE. Included in those attachments are DATED screenshots showing as early as August 3 that NO delay was noted AT ALL on the product and has not been since that time. If the system was updated to reflect Aug 5, surely it would be present on the Aug 3 screenshot....

   

  You also state "As for the review, I've checked our system and see that your review is listed (attached).  We have not deleted any reviews, nor do we have the ability to do so." Deception: You have actually just now added it back, as I provided multiple DATED screenshots showing the review was not present as most recently as yesterday. So while you may have placed it back onto the system, it was, in fact, not present until just now.

   

  You also state "I have double checked our email system and we do not have any of the emails that you show in your screen captures (attached an image of our email search engine)." How convenient. Perhaps 'try checking your junk email....

   

  You state "I have forwarded this issue to our IT team to look into the issue.:I assume you should also check your executive team members' email inbox as well, as they most certainly never responded to me either. Must be a whole company wide issue.....

   

  Finally you state "At this point, it seems there is nothing more we can offer to resolve the issue as a full refund has been issued. We understand your frustration and we apologize for the trouble you experienced. Our legal team can assist with any further escalation you choose to take."

  Thanks for FINALLY apologizing, although I don't find it genuine. Please forward my communications regarding the federal violations to your legal team, as perhaps they will recognize how serious these violations are and take more appropriate action.

  
  
  Regards,
  
  *******************

  

  Business Response

  Date: 08/16/2024

  Thanks for sharing your experience. The full refund has been issued for your order.  Have a wonderful day.

  Customer Answer

  Date: 08/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As I have illustrated, many lies have been part of Rubies response. Rubies continues to falsely advertise shipping even as I type this reply today on August 16th, even though it has admitted the shipping delays remain.

   

  BBB it is clear this company is not going to be accountable and resolve the issue. I will continue to reject their replies. Please close this out as unresolved. 

   
  
  Regards,
  
  *******************

• Initial Complaint

  Date:06/13/2024

  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've made a purchase on 6/3 of this year from www.costumes.com. I have got no product, and nothing from customer service to resolve this issue. They have taken the money and provided no product order number ******. I am a disabled veteran and will seek legal action soon if this is not resolved, I have filed also a FTC fraud report file number *********. I sincerely hope this can be resolved before legal actions are taken. I have sent 3 to 4 emails to agent ** regarding my order, nothing is resolved.

  

  Business Response

  Date: 07/01/2024

  Per the images provided by you, our shipping system is being updated which has delayed our shipping processes during the timeframe that your order was placed. We will get this shipped as soon as possible.  Our customer service team is also equipped to assist with any order inquiries or issues.

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair 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.

  I returned mermaid man costume at fed ex and did not get a refund, this was almost a month ago. I tried to return ******** boy but it is stating I already returned it.

  

  Business Response

  Date: 12/01/2023

  Hello, thank you for letting us know about the trouble you experienced. After looking at the images you provided of your order information, it seems that this order was placed through *******.  Because of that, we are unable to locate any order information through our system.  Please contact ******* directly. We may be able to locate an order if you provide your order number and tracking number(s) from the original shipments. You can also contact our customer service team directly to resolve this quicker. We are always happy to assist our customers if we are aware of the issue.

  Customer Answer

  Date: 12/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Walmart stated I have already returned the product when in fact that is not true, they cannot do anything. 
  
  Regards,
  
  ***********************************

  

  Business Response

  Date: 12/04/2023

  Hello, as we previously stated, we are unable to locate any order information through our system because this was placed through ********* system directly. If we do not have an order, there is absolutely nothing we can do to assist as we have nowhere to issue a refund. We may be able to locate an order if you provide your order number AND tracking number(s) from the original shipments. You can also contact our customer service team directly to resolve this quicker. We are always happy to assist our customers if we are aware of the issue.

  Customer Answer

  Date: 12/04/2023

  [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,
  
  ***********************************
  

• Initial Complaint

  Date:11/10/2022

  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 ordered from their on line catalog on 10/20/2022. (Order #**********) I received an email confirming my order and the total $41.13 posted to my PayPal account.I received an email on 10/21/2022 stating they were unable to fill my order and would credit my PayPal account. I have not received the return credit. I have emailed the company three times and my emails are now returned as "blocked". The phone number they have listed for their business is a "vacant number" per the phone company.

  

  Business Response

  Date: 11/14/2022

  Hello,

   

  We are very sorry for the delay in refund!  We were not aware that the credit had failed when cancellation occurred.  We have manually issued the refund with transaction ID 6CA96214SU513030M.  Our team is looking into the potential error with our contact page.  We do not have active phone numbers as that is not a contact option we offer.

• Initial Complaint

  Date:10/18/2022

  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 have a gift credit of $413 from a return at ****************** that the owner ****** had given me. He informed me the ownership has changed and that the credit is lost. I want to be reimbursed for this.

  

  Business Response

  Date: 10/19/2022

  Hello!  Thank you for providing the image of the receipt.  Unfortunately, you appear to have the wrong business.  The receipt states the business is Halloween Adventure and you noted in your complaint that the business name was ******************.  Neither of those are businesses that we currently are or previously have been affiliated with.  We also only sell online and do not have a physical store for a receipt to have been given.  We apologize for any inconvenience.