written by Nuwander50 on 17/11/2013
I ordered via escapade and paid for fast delivery within 1-2 working days. they sent me my order with an item missing and it was 2 days late. I sent them 2 emails and they never responded. I had to go to the store the day before the event and talk to the manager who assured me it was royal mails fault and that i would have a refund for my missing item (which was showing as IN STOCK when i ordered it) and also a refund for the delivery cost. 16 days later no refund or no reply to the 3 emails i have since sent them. Apparently they have 3 people who work on the online side of things....maybe they want to review that because their online system clearly doesn't work. Poor service and wont be using this company again.
written by on 07/11/2013
Oh my word I see I am not the only one waiting on a refund from nearly 3 weeks ago! Well hopefully now they will answer the emails I have been sending, after I sent this one this morning. Its good to know somebody that actually works for Watchdog! Yet again I find myself emailing you after failed attempts of your lack of customer service. I see from forums that I am not the only one to have not received a refund or even an acknowledgment, hence why watchdog have been copied into this email.I expect a refund by close of business tomorrow in my paypal account. Should this not happen, I am sure watchdog would love to be informed further on your lack of customer services so that they can ensure your next halloween fancy dress sales are not as successful!!!Regards,Claire
written by on 03/11/2013
My first order came up very small so i ordered another one and sent the first one back (19th october) My second order came and it was an extra small inside a medium packaging. I returned this item once again paying first class recorded delivery and was sent the correct size. When i say correct size it was massive and was dirty!!!! As i was running out of time to find another costume i kept it and just pinned it so that it fit better. As it stands on the 3rd of november, my first order was signed for on the 21st october by escepade and i STILL HAVE NOT RECIEVED MY REFUND!! I have emailed around 10 times and called and called which i have no choice to believe is a fake number as it just rings continuously! I would not use this company and would warn others not to use this company! I am now seeking legal advise and taking action as i also know my consumer rights and i will not lose my £50 to this company!
written by on 02/11/2013
I will keep commenting all over the web until I receive my refund!!!! What is taking you so long, it's quite simple. You login, click refund and wow, it's done!!!!!
written by WontbewastingmoneyinyourstoreMan on 01/11/2013
Escapade Fancy Dress doesn't give a damn about their customers once funds are in their accounts. I ordered goods from them, paying their exorbitant delivery fees to ensure that what I had ordered would arrive with ample time to spare prior to us needing them. However, the delivery date came and went... no order and not a boo from Escapade. Now, I have dealt with other online stores with higher than normal delivery charges and my experience with them have gone one of two ways: 1) Goods arrive on or before the promised delivery date, or 2) Receive an email or call informing me of the delay and offering options regarding the order. Not the case with Escapade. I had to contact them via email as their telephone number appeared not to be working. I emailed them on the day after the expected delivery, then three days later informing them that I NO LONGER WANTED OR NEEDED the order, and then again the next day (now to all the listed email addresses on their website). Finally a response after 6 days spinning sob stories and offering a refund of my delivery fees - obviously caring more about their bank balance than dealing correctly with customer service. I DON'T WANT IT ANY MORE!!!! Now I have to return it and hope that I will be refunded for the order and full delivery costs. Stay away - even if it costs more elsewhere, it will work out far cheaper in the end!
written by WontbewastingmoneyinyourstoreMan on 01/11/2013
Escapade Fancy Dress doesn't give a damn about their customers once funds are in their accounts. I ordered goods from them, paying their exorbitant delivery fees to ensure that what I had ordered would arrive with ample time to spare prior to us needing them. However, the delivery date came and went... no order and not a boo from Escapade. Now, I have dealt with other online stores with higher than normal delivery charges and my experience with them have gone one of two ways: 1) Goods arrive on or before the promised delivery date, or 2) Receive an email or call informing me of the delay and offering options regarding the order. Not the case with Escapade. I had to contact them via email as their telephone number appeared not to be working. I emailed them on the day after the expected delivery, then three days later informing them that I NO LONGER WANTED OR NEEDED the order, and then again the next day (now to all the listed email addresses on their website). Finally a response after 6 days spinning sob stories and offering a refund of my delivery fees - obviously caring more about their bank balance than dealing correctly with customer service. I DON'T WANT IT ANY MORE!!!! Now I have to return it and hope that I will be refunded for the order and full delivery costs. Stay away - even if it costs more elsewhere, it will work out far cheaper in the end!
written by on 31/10/2013
A costume retailer has two jobs, to provide the correct costume and to do so in the correct timeframe. I ordered an accessory from escapade.co.uk in plenty of time to attend a party. When the package showed up not only was it the wrong product but it was broken as well. Ok, I thought, honest mistake and luckily, plenty of time to fix it... This is where the company is truly let down...it's customer service. I tried for two days to call through both to their store and their online customer service and managed to speak to no one. Their inability to pick up the phone meant that they were unable to correct a mistake thus compounding the error and completely failing at their only objective. I'm sure once Halloween is over I will receive an email or a call telling me that they our sorry and that it was a very busy period but as far as I know Halloween has fallen on the same date for over 2000 years so a little forward planning regarding staff planning is surely something somebody would think of...evidently not. So in summary - from a company that describes it self as Europe's "leading fancy dress brand" and delivering "customer care, quality and a service that we are immensely proud of" I can honestly say that the product and service I received was completely unacceptable and a huge disappointment... In the end it's just dressing up but if that's all you do, you had better do it well!
written by on 27/10/2013
I orderd my oufit nearly a week ago through standard delivery. My oufit arrived yesterday (miss freddy kruger) and to much dissapointment the glove is cracked badley meaning i am unable to wear it and the hat is missing from the parcel. I am very upset as i need this for tomorrow night! I have emailed and tryed ringing and i am getting nowhere. After spending almost £40 for outfit and delivery i have no further funds to purchase another and i have no time to go shopping. Noone has yet come back to me when all i want is a hat and glove sending out for tomorrow. Very frustrating that i seem to be getting nowhere with customer service! I paid for the full outfit and that it what i should have had! i would not go in to a shop and pay full price for an outfit if pieces were missing and broken. I have paid in full and it is totally unacceptable that i have recieved this in this way. I would have assumed that stock is checked before it is sent to the customer but obviously not! very upset indeed as i though i would take a chance and order form this company !
written by on 25/10/2013
I ordered a halloween costume for my daughter, it arrived promptly but after she wore it for one hour the dress was falling apart! I called escapade and they offered 30% off or a replacement if I returned it. I opted for a replacement as the current one was not fit for purpose. I sent the initial dress back recorded post and told them the tracking number. I was told they would then post a replacement out that day. NOTHING has arrived now 4 days later and no one has returned my emails and the phone line is now constantly busy and it is impossible to speak to any one. I will NEVER use this company again or recommended it.
written by on 24/10/2013
Just received my order which cost £60 and was an outfit missing, tried the phone number given many, many times no answer, emailed no reply ,talk about bad customer service!!!!!!!. I WILL NEVER EVER ORDER FROM THIS SITE AGAIN!! and the quality of the other outfit was shocking,,,just nasty.
written by on 29/07/2013
Costumes look nothing like the picture and the sizes are really weird.Bad quality.This third disappointment will stop me buying any costumes again from Escapade!
written by KATIELOU1985 on 13/12/2012
Terrible service, asked for next day delivery and the outfit was not complete, when i spoke to them to ask them to courier the missing pieces the staff seem incompitent to do anything with the reply of 'we don;t have the facility' i explained all you need is a computer, they then said we don't have an account with DHL i said you don't need one - seems to be everybodys mistake/problem but there own
written by on 08/11/2012
I placed an order with escapade and paid a large amount of money to guarantee Saturday delivery for a Halloween party I had. Saturday arrived and no costume. I went online to track the order and found that it hadn't even left the warehouse. We ended up not attending the party and our weekend was ruined. I e-mailed Escapade to complain and cancel the order before it left the warehouse and to have my card refunded. I received no response from them. The following Wednesday my order arrived with an item missing. Later that day I received an e-mail to state that one item was out of stock. Once again I e-mailed escapade to complain and to organise a return of my goods and full refund. 10 days later I haven't had any form of response from Escapade about my order. I am absolutely disgusted in the customer service from this company. I haven't even opened the package that arrived from them. I don't recommend using them at all however if you do, don't waste your money on priority delivery, it wont make any difference to when your goods arrive.
written by on 30/09/2012
I love Escapade, I ordered four costumes from them at once so I could try to find the costume I liked the best and I had no issues returning the other three after I had chosen my favourite. The customer service team was pleasant and easy to deal with and the prices, the website, selection and range were all top class. I'll definitely be back for more.
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