Good costumes, BRUTAL customer service
Living in Ontario, I was looking for some cool Halloween costumes to buy online (in Canada preferably) to arrive quickly. As expected, the costumes I ordered were great and arrived very fast.
However...when I looked at my credit card statement, I noticed they charged me in $USD instead of $CAD. Let me elaborate to avoid confusion. All the prices on the website are clearly listed in $CAD. My total invoice (which I have), 100% showed CAD $353.89. But to my dismay they charged my credit card USD $353.89, which was converted to like $480 CAD.
Again: all prices are listed in CAD. My invoice total was listed in CAD, for the amount of CAD $353.89. They charged me USD$353.89.
So first customer service rep couldn't even find my account/order after 45 minutes of me repeating my information.
Second customer service rep tells me the reason the bill "seems higher," is because of shipping (even though I explained the promotion clearly showed free shipping on orders over $80, and so there was no shipping charge on my invoice.)
Third rep tells me it's "cause of international order." Even though I explained that: All prices are listed in $CAN, my invoice was in $CAN and I'm in literally in Ontario, Canada.
None of that mattered. I was talked down to. The amount of holds I was put on was ridiculous. When I used to work customer service, holds were a huge no-no if you didn't need to. The one rep made a case for my issue. He even put me on hold (for like the 5th time) so he can finish his notes? Absurd. We never put customers on hold to finish notes on the account.
After talking to probably 5+ reps, none of whom could explain WHY I was overcharged in $USD, instead of $CAD, I eventually got a call back from one of the special case agents. Missed the call. She said "sorry if you were misinformed about your refund, but it won't occur until next billing cycle." Still, no explanation as to why they charged me in the wrong currency. And, I was admittedly worried about her resolve; next billing cycle? What does that even mean? I don't have a billing cycle with this company. It was a one-time online order.
I've ordered literally thousands of items online. This is by far the shadiest, worst customer service, and greasiest outfit I've ever dealt with.
So if you're Canadian watch out!! Your invoice might come to say $100 CAN. Then they'll go and charge you $100 USD, with no explanation as to why, and a complete hassle to get your refund for the difference.
Never again. Too bad, cause they have nice products. Too sketchy though.