• CosplayHouse

Overview

CosplayHouse has a rating of 3 stars from 32 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about CosplayHouse most frequently mention customer service problems. CosplayHouse ranks 62nd among Cosplay sites.

  • Service
    5
  • Value
    5
  • Shipping
    5
  • Quality
    5
See all photos

What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • So when I ask the customer service, the lady on the phone tells me that the costume won't be ready until NEXT WEEK.
  • So I ordered a costume from CosplayHouse and not only was it extremely late it looked nothing like the picture.
How would you rate CosplayHouse?
Top Positive Review

“Nice Costume, Worrying Delivery”

Samantha A.
5/18/17

I ordered a custom commission from this site about 3 months prior to the con I needed it for, and to be honest, I was worried if it was going to get to me in time. I called about a week before the con and the customer service person was very nice, and I was able to get my costume just 2 days later. The costume itself is beautiful and requires very few alterations! This is a good store to shop at as long as you order WELL in advance and you aren't afraid of phone calls!

Top Critical Review

“My item never arrived and they refuse to answer my emails”

Gabriel F.
2/3/18

My item never arrived and no amount of emails did anything to make them deliver the item, currently suing them but you know how international law works, it doesn't.

Reviews (32)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (6) costume (15) 3 weeks (3)
Thumbnail of user gabrielf17
1 review
1 helpful vote
February 3rd, 2018

My item never arrived and no amount of emails did anything to make them deliver the item, currently suing them but you know how international law works, it doesn't.

Thumbnail of user peterp390
1 review
0 helpful votes
September 19th, 2019

I was searching for a particular uniform for cosplay. They had a listing up but stated that it had never been created and you would be the first. I sent them numerous links to pictures of the uniform and got a guarantee from them that it would not have a $#*! he bought a blouse/shirt and pants.

I was searching for a particular uniform for cosplay. They had a listing up but stated that it had never been created and you would be the first. I sent them numerous links to pictures of the uniform and got a guarantee from them that it would not have a $#*!ey but a blouse/shirt and pants. Instead of using all of the information I sent them that had pictures of the undergarments and whatever, which I had offered to pay more for if the original pricing had been planning on using a $#*!ey or go get your own pants that are close, they decided to use pictures from a version of the uniform made to be fit over a model kit. They literally or re-created in adult human size the outfit to go on an 8 foot tall model.

Needless to say many of the details were horrendously off. Parts of the costume were completely absent.

The hat I received, after telling them I needed an extra large, fit my seven-year-old son perfectly. They didn't even want to remake the hat.

They informed me getting the blouse made and the pants made, even if I offered to pay more, would be impossible because they were out of that color fabric.

I would post photos but the only ones I have are after I soaked off all of their crap patches with acetone, replaced them at great expense, custom build parts of the costume that we're supposed to be stiff and Alma and handmade a number of props.

Thumbnail of user lingh4
2 reviews
4 helpful votes
December 13th, 2018

Scammed me out of around $800 for a custom commission. My last received order was crap, took ages, felt shoddy, didn't fit, and customer service was non-existent.

It's down, but if it does come back, do not order from them.

Thumbnail of user samanthaa36
1 review
1 helpful vote
May 18th, 2017

I ordered a custom commission from this site about 3 months prior to the con I needed it for, and to be honest, I was worried if it was going to get to me in time. I called about a week before the con and the customer service person was very nice, and I was able to get my costume just 2 days later. The costume itself is beautiful and requires very few alterations! This is a good store to shop at as long as you order WELL in advance and you aren't afraid of phone calls!

Thumbnail of user alyssah20
1 review
4 helpful votes
September 22nd, 2017

4 months ago I ordered some weapons and a cosplay. It took months for one of my items to arrive. It arrived broken. I emailed them various times asking for a refund and where my other items went. They insisted they refunded it but my bank statement tells another story. My other items never arrived. I spent $700 and I have nothing to show for it. They flat out ignore my emails... $#*!tiest service I've ever received. They scammed me big time

Thumbnail of user leonar688
1 review
1 helpful vote
April 5th, 2017

I would not recommend ordering from this website unless you have the patience and time to wait for a costume. I asked if they could deliver the costume by my delivery date and they said yes. Two weeks before I needed it, I emailed them because I hadn't received any shipping information. At this point they said they couldn't give me my costume or a refund. I felt cheated because they could have had the audacity to let me know they couldn't get it out to me, before two weeks from my delivery date.

After much $#*!ing, fighting PayPal, and $#*!ty reviews, they offered a refund if I remove my previous review. I won't lie about my experience because people deserve to know what they are getting into. If you are willing to be patient and have the time to wait MONTHS for your costume, then this might be the website for you. I wouldn't recommend following their "delivery date". Just assume it'll take months no matter what delivery date you put in that box that you need it by. Am i happier that I received a refund and better customer service? Yes. So for that, I'll rate them two stars now, instead of the zero before, but I won't order from them again.

Thumbnail of user seany5
Sean Y. – CosplayHouse Rep

Thank you for your feedback.

Because all of our costumes are tailor made for each order they can't be cancelled after 2 weeks because production on the costume has already started at that time. This is mentioned in our cancellation policy as well which states orders must be cancelled within 24 hours. Our usual processing time is 3-5 weeks including shipping time. This typically involves 3-4 weeks processing and creating the custom costume and a week or less of total shipping time. Because of this timing we can not give shipping information only 2 weeks after the order has been submitted.

Additionally, because we use fast shipping services like DHL Express and Fedex Express, we often do not know the tracking number until after the package is already on its way.
Your order was submitted on March 14th and your needed by date was April 8th. After two weeks you requested shipping information, but at the time the costume was still being created per our previously mentioned processing times. Our site mentions processing times and also clearly states that some items may take longer depending upon the custom order.

Each costume is a custom creation and can take varying times to complete. Unfortunately we sometimes receive requests that have a very short need by date, and part of the order cannot be completed in time. We make every effort to fulfill our orders in time for our customers but custom tailor made items take a variable amount of time and we sometimes have orders that are submitted too close to the date they are needed.

Thank you again for your feedback and we apologize for the inconvenience.

Thumbnail of user dougj43
1 review
2 helpful votes
May 15th, 2018

Please please do yourself a favour and don't order smth from them. I know they closed their business but if they ever reopen it or if you find any affiliated websites of them, don't order. Before I've ordered my cosplay i read reviews about them ofc and I wanted to believe that every cosplay website has some bad ones but they were in fact all true. After placing my order they said they could make it in 3 weeks. I never heard of them after 4 weeks and messaged them and after several days I EVENTUALLY got a reply saying that they need another 2 weeks. Once again I never heard of them and asked for information. They when told me they don't make this costume anymore? And want to refund my money in 10 days.
Except, they haven't. E-mailed them back several times asking for the promised refund and after another month of them ignoring my mails they just didn't exist on any kind of platform anymore. Luckily I filed a Paypal dispute and they could get my money back.
Paypal literally saved me a whole lot of trouble after this disaster experience.

Thumbnail of user linnb
1 review
1 helpful vote
November 27th, 2017

Got scammed for 540 usd. Do not order from them unless you just want to get rid of your money. I never received my full costume and what i got was in poor quality made!

Thumbnail of user franw12
1 review
8 helpful votes
April 14th, 2016

Lied about delivery date... more than once. Promised it was shipped. Found out the day before it was promised that it had shipped that day... from CHINA! My daughter missed her convention because the cosplay did not arrive until over one week after promised. Heartbroken kid and very angry Mom.

Thumbnail of user larad4
1 review
1 helpful vote
August 26th, 2015

Props turn out broken and/or bended, however the small problems with the props could be fixed with tape and hot glue. THE PAINT JOB IS STUPID. It looks like a child has done it. Lucky enough this can be covered up by spray paint. I wouldn't suggest this site for props but for wigs and costumes as their wigs and costumes are good quality.
There should of been fragile tape and a better way to ship the prop. I don't want to return it due to the high price to ship it back and the company doesn't give full refunds

Thumbnail of user vm40
1 review
1 helpful vote
March 7th, 2016

I only ordered 2 cosplays from this site.
First one was a full set of armor, it was really awesome. A bit big for my measurements but I eventually grew into it haha. Second one came in late and only had minor issues. Detail on the hood it has was off and the gave me the wrong belt. But they gave me a 10% refund which was ok I guess. Still was pissed. I even ordered 3 months in advance. While the armor which was more complicated took 2 months shipped and it got in on time.

It really a hit or miss with CH but that's everywhere. Plus shipping is expensive for being located in the US.

I might order again... But I get better results on eBay :/

Thumbnail of user matthewl50
1 review
0 helpful votes
August 17th, 2016

For this being the cheapest alternative for buying a power ranger helmet this was a great place to buy from. I wear glasses and the helmet fits me perfectly and it's fairly easy to breathe out of. I just wish that the helmet itself would have a clean closed look to it. Otherwise you can't go wrong here.

Thumbnail of user liboriop
1 review
2 helpful votes
December 17th, 2015

Do not use this company. This company stated that they would have my items ready for a party I was attending. I spent over 500 dollars on these items. When I inquired why I hadn't received them yet, they said they couldn't fulfill it in time. After having been told I would receive a complete refund, the company stated that they would issue the refund to me and cancel the order. A month later when I inquired into my refund, they stated that they had sent the items and never cancelled the order. Now they refuse to give me a refund. Absolutely terrible customer service.

Thumbnail of user johnz43
1 review
5 helpful votes
October 28th, 2015

They did not contact me in time about a few measurements on a pair of boots that I won't be receiving in time and they won't give me a refund. Don't purchase on this website, it's disgusting.

Thumbnail of user micron
1 review
4 helpful votes
May 6th, 2015

So I ordered a costume from CosplayHouse and not only was it extremely late it looked nothing like the picture. While i was waiting for it to arrive before a con I got a conformation email saying that they were starting it. Then 3 weeks past and i heard nothing. So I emailed their costumer service and they told me that they sent an email saying that they couldnt get it to me by my desired time. I was so annoyed that i asked them to cancle the order and they told me they couldnt because they already started to work on it... so i waited 3 more MONTHS for them to finally send it and when i got it, it looked nothing like the picture it wasnt made of cotton, they made it out of spandex which looked awful. I then asked if i could return it because it was not what i ordered but they told me no i cant get a refund because in their return policy it says"Tailor-made items such as costumes, shoes, wigs and props may have slight differences in color, design, style and materials". So if you are into buying things that might not be what you want then go right ahead but if you like to know what you are buying then i suggest you go sonewhere else.

Thumbnail of user halliew6
1 review
0 helpful votes
August 17th, 2016

I comissioned a Loki costume from Cosplayhouse and it was absolutely wonderful. The costume was so well made and fit to the exact measurements I gave them. It also arrived very promptly in time for the convention I wore it to, and so many people loved my cosplay! The only downside i have is the helmet i ordered to go with it did not arrive in time but it wasn't too big of a deal since I made one in the place of it. They also gave me a partial refund for the helmets lateness. I was skeptical about this company after i had already purchased from them and read a lot of negative reviews. But they were a wonder to work with and i will definitely be purchasing from Cosplayhouse in the future. Thank you so much for the pleasant experience.

Thumbnail of user sandral29
1 review
1 helpful vote
September 15th, 2014

The sword looked exactly as pictured, and it had really nice attention to detail. It's pretty heavy, but I guess that just makes this more true to Cloud's actual buster sword, Whenever I go to conventions as Cloud, I get a lot of my pictures taken. I think the sword really helped. 10/10 will buy from Cosplay House for props again.

Service
Value
Shipping
Returns
Quality
Thumbnail of user natashas6
3 reviews
8 helpful votes
October 29th, 2012

They had a banner on their home page saying "Order by Oct 10 to get you costume in time for Halloween". I ordered on the 8th. On the 29th I called to double check the status of my costume because for the entire month the order said it had been "processed" but not shipped. So when I ask the customer service, the lady on the phone tells me that the costume won't be ready until NEXT WEEK. Long after Halloween is done. Since the costumes are "tailored" there are absolutely NO refunds. This will be my first AND last time ordering from their website.

Thumbnail of user kurtism14
1 review
0 helpful votes
December 26th, 2017

The actual items didnt take too long to come but they were ALL various wrong sizes and the quality was ok. When I contacted them for a replacement they responded and were helpful at first, but then they just stopped responding and I have never gotten the replacement.

Thumbnail of user sheilad4
1 review
6 helpful votes
October 22nd, 2014

Ordered a wig. At a turn around time of around 3 weeks, I received a generic email saying that my wig would take "a few more weeks". I needed it for Halloween, which was 5-6 weeks after I ordered.

The WORST customer service. EVER.
I filed a dispute, because I paid with Paypal.
This worked out because it got things moving.

They called the day after the wig was ready to tell me that they could ship it once I closed the dispute. There was NO WAY I was doing that (per recommendation of PayPal customer service, too). Woman said that I was "making this a bigger deal than it was". Well, my "bigger deal" got the wig here in time. They finally gave me the tracking number, after 2 phone calls and keeping the dispute open.

I HIGHLY recommend using PayPal, if you use this company! That way, all communication can be documented!

From reading the other reviews and my own experience... I do NOT recommend ordering around Halloween or less than 1.5 months away from a Con!

Thumbnail of user deza1
1 review
0 helpful votes
November 4th, 2015

So, I ordered a commission costume(Marvel's Doctor Strange) 7 weeks before Halloween, I emailed them a few times, because I didn't realize that they needed more time for costumes they haven't made before. They got back to me the very next day every time. The finished product got here just in time and looked GREAT! I will definitely use them again

Service
Value
Shipping
Returns
Quality
Thumbnail of user kyom
3 reviews
2 helpful votes
February 11th, 2013

I have bought wigs and cosplay costumes from this website many times. The orders process relatively quick but the shipping is always fast c:

Thumbnail of user fabianl22
1 review
0 helpful votes
June 21st, 2017

High quality delivered in no time and for low prices. I don't understand why so many ppl have problems with u guys._.

Thumbnail of user ema27
2 reviews
2 helpful votes
June 17th, 2012

The costume i ordered was very basic and cheap because it didn't include any of the accessories. It was completed very quickly and shipped fast too.

Some problems occurred with the postal details and address of my package, where it was labelled to the wrong person, but the company was very honest and quick to contact me about it, giving me tracking details of the postal company. They were also quick to sort out the addressing issues and replied quickly to emails.

On receiving the package, the inside package has my name on it so i'm not sure whether the addressing problem was the postage company's fault. Accuracy-wise, the colour of the costume is different from the picture shown on the website, although everything else is the same. The colour difference is a bit annoying, but it's not bad enough to ruin the costume. I'm impressed with the design of it and where they chose to put the zippers etc.

For a quick, cheap costume, it's pretty much your money's worth. I appreciate the staff's quick response and honesty.

Thumbnail of user abip2
1 review
0 helpful votes
September 6th, 2016

I brought a costume from this website and it was my first time buying from this site, I loved it! The fit was perfect and the colour was so flattering! Will be ordering more in the future! :)

Service
Value
Shipping
Quality

Sitejabber for Business

Gain trust and grow your business with customer reviews.

From the business

Cosplay Costumes, Cosplay wigs, Cosplay Props, cosplay Shoes, Cosplay Boots, Tailor Made

Company Representative

Thumbnail of user seany5
Sean Y.

How do I know I can trust these reviews about CosplayHouse?

  • Sitejabber’s sole mission is to increase online transparency for buyers and businesses
  • Sitejabber has helped over 200M buyers make better purchasing decisions online
  • Suspicious reviews are flagged by our algorithms, moderators, and community members
Have a question about CosplayHouse?