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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 7th among Cosplay sites.
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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!
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.
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.
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.
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!
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Cosplay Costumes, Cosplay wigs, Cosplay Props, cosplay Shoes, Cosplay Boots, Tailor Made
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.