Online Australian retailer of adult men's and women's fancy dress costumes, buy sexy costumes for women and men or masquerade masks, party wigs and accessories.
This website is one of the only bad online shopping experiences I have had. I buy online at least once a week and I have never experienced customer service like this online. Firstly, I bought an expensive costume which looked great in the photo. It fits perfectly, however the edges of the material look like they have been cut with blunt scissors. The collar is jagged and frayed and there is no stitching to prevent it from getting worse. Secondly, I paid extra for express shipping and I was told it would definitely arrive the next day. It did not arrive the next day, I needed it for that night so now I have an expensive costume I can't use.
The worst part about my experience was the way they dealt with these two issues. There was no apology for the late delivery and they completely ignored my emails about the poor quality costume. I guess they feel like they don't have to reply because they are an online store. The website also has a 'review product' function which does not actually let you review the product. I feel like potential customers should be able to see real reviews so they don't experience what I did. I am very disappointed with this website and would never use it again. It has made me think twice about online shopping, which is sad because I am an avid online shopper.
Store Representative
Hi there,
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 service@heavencostumes.com.au 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
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The worst part about my experience was the way they dealt with these two issues. There was no apology for the late delivery and they completely ignored my emails about the poor quality costume. I guess they feel like they don't have to reply because they are an online store. The website also has a 'review product' function which does not actually let you review the product. I feel like potential customers should be able to see real reviews so they don't experience what I did. I am very disappointed with this website and would never use it again. It has made me think twice about online shopping, which is sad because I am an avid online shopper.
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 service@heavencostumes.com.au and we can extend your RMA for you.
Heaven Costumes Team
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