Terrible customer service – they ignored my refund request and did whatever they wanted
I ordered an Anakin Skywalker costume with boots, paying extra to ensure the complete outfit would arrive in time for Halloween. After reading a review from another customer who had received their costume without the boots, I specifically contacted the company beforehand to remind them to include them. Despite this explicit warning, my costume arrived without the boots anyway. To make matters worse, after placing my order, I was asked to pay an additional “customer pays the difference” fee, and I was told that otherwise my order would not be shipped. I paid this additional charge because I wanted to receive the costume I had ordered. Considering the problems that followed, this made the entire experience even more frustrating. I contacted customer service to explain the situation and clearly stated that I NO LONGER WANTED THE BOOTS and wanted a refund instead. I explained that they would arrive too late for Halloween and that sending them now would not solve the problem. My request could not have been clearer. The company simply ignored what I actually asked for and did whatever it wanted. At 08:22, I received a generic email telling me that the boots had been shipped. This was not a response to my refund request. They did not acknowledge my request, explain their position, or offer a solution. They simply went ahead with the shipment despite my explicitly stating that I no longer wanted the boots. The tracking history makes this even more frustrating. The shipment information was created on October 7, but the first visible processing scan at a sorting facility in China did not appear until 19:29 on October 23 — the very day I requested my refund. This raises serious questions about why there was no visible processing activity for over two weeks, only for the parcel to start moving on the day I asked for my money back. I had specifically warned the company about the exact issue that eventually occurred. My order arrived incomplete, I paid an additional fee after purchase because I was told my order otherwise would not be shipped, and when I tried to resolve the situation, my clearly stated wishes were disregarded. The biggest problem here is not just the missing boots. It is the complete disregard for the customer. I paid for my order, followed the company's additional payment request, received an incomplete costume, and then had my explicit refund request ignored. Customer service should resolve problems, not ignore what customers say and make decisions on their behalf. The entire experience has left me feeling genuinely misled and taken advantage of as a customer. I placed my trust in this company, paid everything they asked for, and even took the precaution of warning them about this exact issue, only to have my order arrive incomplete and my explicit refund request completely ignored. I ordered this costume specifically for Halloween, and this experience has turned what should have been an exciting purchase into an incredibly frustrating ordeal. Based on my experience, I cannot recommend this company. I strongly advise anyone considering ordering from them to think twice, especially if the costume is needed for a specific event. I am still waiting for the company to actually address my refund request instead of ignoring it and doing whatever suits them.