Masqueradestore Reviews 76

I had to write a review for this company because their customer service is TOP TIER!! I messed up the shipping and needed our masks in 2 days. Lanai was extremely helpful and got me squared away in less than 30mins! I've never had a better customer service experience. Definitely use this company for your mask needs!

Avoid this company I ordered off them via Etsy as it was a gift for my Fiance and it never turned up, they claimed UPS tried to deliver but we were in the house all day the date it was supposed to arrive, they then claimed it was ready to collect but it wasn't, I have caught them out on a few lies now and it is clear this mask is never going to show up.

I ordered it on the 4th Dec and we are now in the new year, it was supposed to be a Christmas gift, I have disputed the order and luckily got the money back so I can get my Fiance something else as a late Christmas present.

Utterly disappointed in this company as they didn't seem to care about the stress this has caused.

I ordered a couples mask set with an extra black tassel. Upon delivery, I noticed just one mask in my package (and it was gorgeous) but only had 1 of 3 items I purchased. I reached out to their support email, and they were quick to respond and try to remedy the issue. Well unfortunately, I just got all that I ordered except it was all cheaply thrown together. The men's mask material is peeling + women's mask is broken in 3 places and looks CRAZY! Glue seeping out of seams and glitter details look like a kindergartener's art project. What a headache.

Terrible! I received my mask damaged and they are not responding to my emails. I will report to the BBB and my bank as a fraud company.

Poor quality masks, don't fit well on faces, and only a 2 day return window.

I highlight suggest everyone avoid purchasing from this website. They NEVER respond to emails, texts, or live chat requests. My package was lost in delivery and then, the day I finally found it, I discovered the mask was severely damaged. However, since the mask was FINALLY delivered outside of the 3-day return policy, they told me there was nothing to do about it. What a scam. I'm filing a fraud claim with my bank account and will never, ever give these people money again, which sucks for them because I had to purchase 3 more masks for my family. Use Amazon or one of the other masquerade stores instead.

From frustrated to pleasantly surprised, and satisfied with the outcome. I initially submitted a negative review due to paying for expedited shipping but not receiving my items until four days beyond the expected delivery date...which means I received the items two days after my event. I opened a case with PayPal, but that actually slowed the communication process, to the point that the case was closed not in my favor because of PayPal's timeline on cases. The Masquerade Store actually reached out to me independently. As some of their products require an additional day or two after ordering to prepare for shipping, they realized that their shipping & delivery calculations in their system needs some tweaking. I have been refunded in full, including the expedited shipping costs. I support small business and will certainly consider using the Masquerade Store in the future because of the integrity they exhibited in dealing with hiccup in their systems.

Horrible horrible horrible! Do not buy from them ever! I requested a return within their crazy 3 day window and they are saying I did not request it in time even though I sent proof of when the item was delivered by USPS. They take weeks to respond to your emails and ignore ALL texts. Worst customer service ever so if you buy a mask you better make sure you want it because their return policy is non existing!!!!!

Mask is very pretty! It’s made with nice materials, and was sent on time and looks just as advertised! Can’t wait to wear it to the Halloween Party!

7-10 day shipping: I placed order 9/18. Order filled by company 9/19. order shipped LA USPS 9/26 . order still at LA USPS 9/28. estimated arrival to address 10/2.
will arrive late for home - coming event date of 9/30.
I will be going out today to purchase a mask locally for my disappointed high school student.

This customer service was OUT OF THIS WORLD!
I originally saw a mask I liked on Etsy but dug a little more and found they had their own website! I plan on wearing mine to a renaissance faire and already have an outfit. I wasn’t sure based on the color desperation what was look best so I sent them a picture. They did a perfect job customizing it and I’m so excited to wear it!

I had to contact the company to finally get it shipped out and now I find out I have two charges on the card I purchased my mask with that are within 20 minutes of the address they ship from....totally close to 800$.

First of all, the team was great about shipping making sure my masks arrived in time for our event. Then, one of the masks won my husband best dressed! Specifically, "Goblin Masquerade Mask With Watercolor Painting". Thanks Masqueradestore!

Easy, fast service and product is exactly as advertised. Product is very high quality materials!

I keep getting these messages, I have not received my order yet. I leave for New Orleans this Wednesday and I hope my purchase arrives by then
UUUGGGHHHH

Great delivery time and the products are sturdy and better than expected!

Really happy with the masks ordered and their quality. Excited to use for my upcoming event. Was also very quick to arrive.

The masks that we ordered were great quality and we received them in a timely manner! Thank you!