FreeSprit would not shop at Heaven Costumes again.
Appalling Customer Service
Hi There, Unfortunately, your mother did not leave any contact details for you or the invoice, so we have been unable to contact you. Please contact us so that we are able to resolve this issue with you.
Please understand that we have over 30,000 products in our warehouse and they are identified and stored according to packaging and Product Numbers, once this is missing from a product, we are unable to store and locate it- this is the reason our policy is that we need the entire product with packaging returned. Other than that, we would not like to send out costumes to our customers without any packaging as the official packaging is a part of the product and sets it apart from fakes.
Overall, we have helped over 40,000 customers get their costumes this Halloween. The vast majority of our customers are happy and anyone wishing to see reviews in a balanced way, will be able to find reviews both on our website and in other independent services. Unfortunately this service is very difficult to leave a review in and only the smallest minority of customers bother.....
ezmayerin would not shop at Heaven Costumes again.
Appauling Quality and Even Worse Customer Service
Thank you for the lovely review of the costume that you left on our website, it was certainly more positive than this one. We understand that you are now frustrated and we still want to resolve the issue with you.
It is unfortunate that you wore the costume after you reported to us that it was faulty, we would certainly have refunded your money had it been unworn, but our policy is that once the product is used, we repair faulty items, we don't refund.
However, our offer to you still stands, because it was the crotch of your costume that has split while you were wearing it, please wash the costume and send it back to us for a repair. We will cover the shipping cost, repair it just like new and get it back to you immediately.
You must be mistaken, as I have not left a "lovely review" of the costume. I said the costume was of poor quality, but at a decent price. I wrote that review before wearing it.
Also, as advised. I did not wear a faulty costume. I ended up having to wear the second set of ears, which I bought for my friend, as she had a similar costume. So the faulty ears you sent to me remained un-used.
The crotch of the costume split because you have a zip going all the way down to the bottom of the bum. Which is quite unusual. Combined with being cheaply made, with loose seams, that have not been sewed correctly, it's a disaster waiting to happen!
Even your staff stated: IT'S A LOW BUDGET COSTUME AND THEREFORE LOW QUALITY. YOU SHOULD EXPECT IT TO BREAK!
I am glad customers are warned. I was so shocked by your harassing emails and your staff's revolting way of "helping" your paying clients.
We are sorry that you have not been happy with your order.
We offered that you could return item for a full refund if you was not happy with the quality. However you chose not to do this. You made specific instructions about the delivery of her item which delayed Australia Post in delivering her parcel- this is out of our control. All of your emails were answered in a timely and friendly manner by our customer service team.
If you would still like to return your item could you please give us a call on 08 8258141 or email us at [email protected] and we can extend your RMA for you.
I'm sorry, but no i did not recieve a response to the email about the terrible quality. I was not given any reason as to why the costume is of such poor quality. And the instructions were not why it was delayed. The instructions said 'if possible', which means if its not possible that is ok. My letterbox is huge and the parcel would have easily fit anyway. It ended up being thrown on my door step a day late anyway. I chose not to return it because I don't have the time to go to the post office as I work full time. I'll just pay someone to fix it