Probably legit, but awful sevice.
I'd like to preface this by stating I am both a first-time customer and cosplayer. I am willing to admit that the blame for my bad experience lies partially with me for not ordering my cosplay more months in advance, although I had been working to save up the money. The customer service kinda sucks. After not receiving any updates on my order for 2-3 weeks, I decided to get in contact with them. I emailed them for three days straight with no reply despite the website promising a response within 24 hours. I only ever got a response after going the extra mile of using other means of communication. I tried calling them, messaging them on Instagram, using their LiveChat service on the website, and using their Contact Ticket system. I understand that they're quite busy around this time of year, but the process was frustrating nonetheless. When I finally got a response, I started having a conversation with a representative. The main costume of my order had been completed already, but the wig needs some time. Cool. I asked if there was any way I could switch to express delivery, and they said yes. Basically, they could send me the already complete costume, and then send the wig separately for an additional $27 USD. I'm a Canadian. I understand being busy, but I've already paid around $178 CAD. I'd rather not push things to around $200 CAD just because the company was not able to meet the deadline. If my order was simply too much for the company to complete within the allotted timeframe, the website shouldn't have given me the option to choose such a deadline or had made express delivery the primary/only option. If there had been a message saying, "Hey, due to the timeframe you've provided us, please choose express delivery to ensure your order gets to you on time!" I wouldn't even be mad about paying extra. What upsets me most isn't the fact that I won't be able to attend a convention in cosplay like I deeply wanted to. What upsets me is the lack of communication and updates. No progress bar, no emails, no nothing. Just a little status on the website that says "processing".