Thread: costume order issue - WWBD?

before I start, I want to stress that I'm deliberately leaving the name of the business that I'm having the issue with out of this post. many of you will know who I'm talking about because I posted about this before, but I really do not intend this post to trash them or cast suspicion on them in any way. I have only had positive experiences with them so far over several years. I'm just looking for advice as if this were any purchase with any business...

so, I ordered a costume. I sent a money order which I purchased with cash at the post office and sent it the day after I ordered the costume on the phone. 3 weeks later, I called to check on another order, and to ask if they got the check. they said they didn't - which means my costume had not been ordered. I gave them my CC # to get the ball rolling immediately and went to the post office to track the money order (which takes several weeks).

a week later i get a call: "i was just handed your order here, and i need to get your measurements." i gave them a month ago!! person was very helpful, and went on the hunt for my order. next day, calls to tell me that buyer had taken the order sheet with her when she went to egypt (my costume is turkish). finally, my costume order is placed (as far as I know).

now: I had trouble finding the receipt for the money order, so there was a very strong chance that I was going to be out the $180 deposit I sent. but I did find it, and paid $5 to have it tracked. and - after a couple weeks I get a photocopy of the check, which was cashed, with the stamp of the business on the back, deposited a couple days after I mailed it.

the ordering screwup was a big bummer, but I'm somewhat willing to let that slide. but they deposited my money, didn't record it properly, and if I didn't find that slip of paper I would have been S.O.L.. that, too, I could forgive, because people make mistakes and I did find the receipt and I know they'll apply the extra money toward my costume and that's cool. but the two issues together have me a bit unhappy about the whole thing.

WWBD? is a letter better than a phone call? who would you ask to talk to? what kind of compensation would you ask for, if any? what is fair?

Just tell them that you will report them to the better business bureau (if it u.s.) unless you are refunded. Either way I hope you get something

I would send them a letter, stating the facts and ask for your deposit to be refunded or be given a credit to your credit card. Send it via a trackable means so you have proof that you sent the letter and that they received it.

I think I'd either call or e-mail and say "I found a copy of my money order, it was cashed by your company XX time ago. I've been a happy customer of yours XX amount of time, but this buying experience has been dreadful. My deposit was cashed and lost, my order has been misdirected or lost repeatedly, the process is taking a ridiculous amount of time. I'm so surprised and disappointed. Does your company ever offer a discount or other recompense when so many things go wrong?"

The worst they can say is no, right?

Sadly, the bar is set pretty low for customer service at the major importers. I've had my deposit lost, too, and had to produce a record of it. I've had custom orders take almost a year to arrive. I've been overcharged (never undercharged) multiple times.

I keep hoping one of the importers will step up and set a new standard for service. I think they're going to have to if they want to keep our business, now that it's becoming so easy to order directly from the designers.

I would call them first and then send or fax them a letter with copies of the cashed money order and a copy of your credit card receipt (or invoice statement) and ask for either a refund of one of the deposits or ask for a new statement of the balance due reflecting the double deposit, whichever you prefer.

oh - I'm not at all worried that they won't give me my deposit back! I can't imagine they wouldn't do that!

I'm more wondering how to ask for a discount or something on the costume order. it would leave a bad taste in my mouth to go through all this hassle, have my costume a good month or two later than it needed to be, and have to pay the full price (well, full sale price!) and not get any sort of 'we're sorry' bone tossed to me.

lauren - your wording sounds perfect. THANKS!