AWFUL customer service
Ordered an Eisha from gatchiakuta cosplay February 17. On the website it said take 1-4 weeks to create. I request the need by date April 18, because I’d have the item in hand a week before I actually need it. (Glad I did) so I gave them almost double the stated time to create. When it was getting closer to the month I needed it I kept checking progress for it to say “Processing” I asked 3 places of customer service what was going on, email/help ticket, Instagram, and their discord. Instagram was the least helpful and also least professional. I gave them my order number and asked what was up during all three messages. Insta said and I quote, “sorry about it… it needs time to make” once I expressed my concerns they ghosted me for about 24 before responding the will check with the company and inform me, they did not update me. Email and discord gave me the same response, although discord proved to be easier to stay in contact with, they said to check in a week as they factory was still working. I waited the week and came back, this time asking email and discord. They responded by said it would be ready by next Wednesday, timeline sake April 15. I asked since I requested standard shipping (6-10 days) what would happen bc this would be unfulfilled. After being unaware the rep went on break and seeing so many customers start to complain on their server about the same issues of delay after delay, I got a response 4 days later, April 13. I was told it would be done this week and that yea my shipping would not make the item arrive on time and it would have an ADDITIONAL cost of $23 if I wanted fast shipping. Didn’t even offer it to me nothing. I also send a disappointed and long email about the issue and was replied to April 14, with an offer of 10% refunded for the shipping… that’s approx $2 refunded. A smack in the face if you will. I responded to the discord rep that I think I would be receiving this feee shipping free of charge since this is a company issue/error for their poor use in time management. They reluctantly agreed. After confirming that this would be honored by email and discord I left it alone. April 20. It’s past the need by date and closer to my actual need by date.i asked discord when it will be shipped, i was told that the factory was not responding to them and if i could wait. I said no I can’t wait I needed it by Wednesday April22 the latest. I asked them if they could personally check with the factory on this, and I received a message back saying “the order will be finished this week thank you” the responses got short and snippy as I tried staying polite and firm yet professional. They kept saying my order would be competed next week about 2-3 times now. All to no avail. It was my final straw, which is now why I’m writing this long review! I expressed my frustration and how I can’t wait anymore it’s been past my needed time ect and how awful this has been and I was disrespected and poorly treated as a paying customer. There as of now has been no reply back since the message was just sent over. I’m disappointed and upset, I have heard positive things about EZ cosplay from my own friends who ordered in the past, yet when I did it myself I got treated so poorly by customer service.