HalloweenCostumes

I ordered a costume and paid for expedited shipping. The costume arrived after the date I paid for it. I contacted their customer service and advised them I was not happy and was requesting a refund. At this time, I still had to wait for the product to arrive before returning it. They immediately returned my expedited shipping fee and advised me that when I returned the product, I would receive a refund. Since they utilize FedExTracking, I assumed they would credit me when it was scanned in as being received.
I received the shipment three days after the date I had paid for. Since there is no FedEx Storefront in my town, I traveled over an hour to take the unopened box to a FedEx storefront. I had the FedEx people open the box, I placed the packing slip in the box, and they taped it shut and attached the return label to the box. The return was scanned on October 24,2023. As of today, 11/2/2023, I checked my account and noticed they still need to refund my money. So, I contacted customer service via online chat. While speaking with customer service, they referred me to their refund policy on the website and advised that there was nothing more they could do because of the policy.
I advised the customer service rep that my previous conversations had not mentioned a 2-week delay in receiving my refund. They responded that it takes two weeks so that they can verify that the product is in good shape. This is where I became upset because I had just told her I did not use the product. She also knew this because she had my previous communication for reference. She was unwilling to help me and only wanted to lean on their posted refund policy. My biggest issue with this entire process is based on the fact that I was apprehensive about ordering, so I reached out to customer service, who confidently advised me I would receive my costume when I needed it as long as I paid the extra money. From my research on the FedEx side, I discovered that the shipping label was not created by them until late at night, the day I ordered it. This delay in their process caused my delay in receiving it. The other issue is that after I had been in contact about returning it, I was never advised of the two-week policy. If it had been made clear or even spoken about, I would have known. Throughout this process, I have not raised my voice, used derogatory language, or demanded something more.
My issues with them have been their inconsistent information and slow processes. Now, they lean on their pillar of posted "refund policy." The poor handling of this entire ordeal shows their lack of concern for customers. I advise anyone considering ordering from them to read their website thoroughly. Truly consider if you are willing to wait on their time frame and if you are ready to accept their terms. REMEMBER: They make no concessions for problems that are a result of their negligence.

Great customer service.
Excellent quality masks.
User friendly website.
Great deals and promotions.