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.
ezmayerin would not shop at Heaven Costumes again.
Appauling Quality and Even Worse Customer Service
Never in my life have I experienced such horrible customer service who blame the product, then the customer.
I was told that because the item was a budget item, I could not get a refund, even though it was faulty. Then was blamed for the costume splitting underneath the zipper for being overweight. I am a size 10-12 Australian and bought a large, which was more than enough room!
The product broke after 2 hours and I was told it was my fault. How is this fair? All I wanted was my money back, which I am entitled to!
Highly recommend you spend your money elsewhere!
Store Representative
Hi Erin,
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.
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
FreeSprit would not shop at Heaven Costumes again.
Appalling Customer Service
Appalling manners within this company,staff need to take their job more serious as the customers keep them employed. Bought a Halloween dress for the 31 October 2014 which cost me close to $80, order online but went in person to collect order. Staff were slow and not trained by the looks of it, when I took my costume home it fitted but ended up not going to my Halloween event due to personal reasons, when a family took it back for me and asked for a refund they said sorry as clothes are not in the original packaging, I threw it out thinking I wont need to return my costume. My costume ended up being left there abruptly by my family as they kept on refusing a refund, they kept my costume which cost me close to $80 and I'm not wealthy, they never sent my costume back and they had my receipt with my home address. Still nearly a month later to that event, very upset and will never shop there again as they should of sent my costume back to me as I payed for it in full.
Store Representative
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.....
I thought Heaven Costumes would be reliable as they had great reviews and are such a large company, therefore I ordered a cowgirl outfit for my 21st Birthday. Although it was named the "budget" outfit, it still looked fantastic in the picture. It was simple to purchase and pay, and delivery was very fast, only taking one day. The problem I had was that the outfit didn't look like the picture. The hat was wonky and the embellishments were sewn off centre on the hat and top. I emailed a complaint however had a response saying as it was a "budget" costume that I should have expected that. I think that's pretty bad customer service because it didn't look at all like the picture.
I ordered a few costumes for a costume party. The package came quick and it was reasonably priced. Despite this, the package came in a cardboard box which was messily taped together.
Thankyouuuuuuu. I love my flapper dress. The fit and quality was excellent. This is definitely the highest quality costume i have ever bought. .... and i have bought many. Overnight postage saved my life lol. I will definitely be back
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I was told that because the item was a budget item, I could not get a refund, even though it was faulty. Then was blamed for the costume splitting underneath the zipper for being overweight. I am a size 10-12 Australian and bought a large, which was more than enough room!
The product broke after 2 hours and I was told it was my fault. How is this fair? All I wanted was my money back, which I am entitled to!
Highly recommend you spend your money elsewhere!
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.
Kind Regards,
Anne
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.