Costumehousehire Reviews 4

Do Not Hire from here.
I received my costumes but when i asked for an extra costume there was no reply and when i did get in touch she still didn't reply with an answer. so I got a replacement from costume source, who are amazing.

When it came to send them back i had lost the postage returns note which was stuck to the front of the box and I wasn't aware of this. I had seen a QR code for quick return thinking this was how we returned the costumes.
i messaged and messaged but didnt solve the problem, now i worrying about them not getting returned cause of other children hiring them and being let down with no costume.

Avoid this company at all costs.

Awful Customer Service, costumes poor quality and refunds never refunded.

If I could give no star I would!

As soon as the costumes arrived I tried them on my students and contacted CHH last Monday 26th Feb asking for 2 exchange sizes. They responded the same day saying they would send them out. I did respond asking when they would arrive and I didn’t get a reply. I assumed they would be sent out that day or the next day tbh as all other hire companies are very quick to do this.

By Wed 28th I was getting concerned they hadn’t arrived so I called, and sent messages to the Costume House Hire Facebook page with no reply. I even left a voicemail

By Thursday 29th I messaged in the morning with no reply asking for reassurance they had been sent as I was worried my performances were at the weekend. I also called and emailed. I received an email back later that day after I messaged them again asking if it was the 086 costumes and when I answered yes…. no reply. I emailed back 2 more times. I also received a Facebook message saying THEY HAD BEEN POSTED by Royal Mail. I asked when? And when they will arrive…. No reply.

By Friday 1st March the day before my shows I was started to really worry and so messaged again. Only to get a reply they had been posted no tracking and will arrive today or tomorrow (the day of my show) I thought this was a heartless blunt message to just say they would arrive on my show day with no apology.

Obviously I was fuming, adding to the usual pre show stress this is not what a dance school owner wants to deal with and I had 2 girls distraught they wouldn’t be able to go on stage. 😞

The lady at CHH seems to think it’s perfectly reasonable that she sent them out later in the week. She said she never agreed to send them straight away and only knew my show dates on the Thursday when I mentioned them. This to me has no relevance. My end hire date was actually Monday 4th March- a week after I had asked for the exchange sizes so it’s obvious my show was that very week and more then likely the weekend.
Despite me asking so many times when she sent them, how and when they will arrive she avoided answering causing me more stress.

The reason she didn’t answer this question is because she had not sent them at all. She messaged me on Thursday 29th Feb saying they were posted, they have now arrived and the postage label says they were posted friday 1st March so that was a lie. And when she messaged me on Friday 1st March at 8 am saying they were arriving that day or tomorrow (my show date) that was also a lie as I very much doubt she had posted them by 8 am and even so they would not arrive the same day☹️

There may be many dance teachers who use this company without a problem but you only have to search to find lots of comments from teachers who have been mucked around by this company. I am fully aware that mistakes can be made but when there are a huge amount of mistakes I feel people should get fair warning. I’m really not usually one to write a post about a company but want to avoid any stress to another dance teacher as I was tearing my hair out last week! I’ve since heard from many dance teachers who this company owe money to!

I think it’s completely unfair to run a business where people rely on you only to be let down. It seems the owner thinks that just being a mother is a good enough reason to be late on things as she seems to use this excuse on many posts I have seen and indeed told me her child was
off school. I myself am a mother of 3 and I’m sure most of us are probably mothers. if you are running a business you need to meet expectations - it’s no excuse as customers are paying for a service and whole dance schools are relying on getting their costumes.

I’m really gutted that I have to write a poor review, but I unfortunately do feel I have no other option. It was the first time that I have used CHH as a hire company, for my dance school to have costumes.

To check upon my order, I contacted CHH via Facebook Messenger a couple of days before the costumes were due, I texted the number, I called and left a voicemail, I emailed and the Facebook messaged again. I was given a tracking number that did not work eventually,

One order arrived two days late, and the other two arrived a day late - with no communication regarding why they would be late.

The box arrived damaged.

Upon opening the box, many costumes had not been cleaned since the previous hire as they smelled, the some were unclean and they were generally not in a good condition. I understood that these were costumes being hired so would not be brand new quality (I never expected that) but the quality of some of them was poor. Some were including missing large chunks of sequins, missing appliques and with a slit in one of them.

The batch of dresses I ordered for one dance were in the wrong sizes and two were missing - only upon chasing did I eventually find out that they had not been sent at all yet. Another set of three for a trio had not been sent, with no explanation of apology of why they hadn’t been sent.

I sent a further three emails requesting a refund for the full set of dresses that were unusable due to incorrect sizing and the five dresses that were not sent. A refund was agreed in writing, and it has still not been processed and no evidence it has been confirmed.

When a service has been paid for, I expect it to be fulfilled to the best of its ability. I think having the end date as the date they expect the costumes back should be changed, as the other companies have the end date as the last date of the order; this confusion could be delaying costumes being returned and then being sent on.
However, what isn’t fair is to have such poor communication with customers, send poor quality costumes, and then make a Facebook rant about your customers.