Zoei F.

In early March, I ordered a cap and gown for my college graduation that was scheduled for May 9th. In late April I got an email that it had entered into manufacturing. It is now June 20th and my items have yet to SHIP. I understand production was temporarily halted due to the COVID-19 pandemic, but many of my peers who ordered their items after me (even within a week of graduation) received their items before our commencement ceremony.

In May, when I realized my order seemed to be late, I called. After 3 WEEKS of calling every other day, being on hold for 2+ hours, leaving a call back number multiple times and not being able to make contact with ANYONE, I gave up on calling. I then sent an email detailing the situation and saying that I wanted a refund as I no longer needed the items.

Another week later, after no response, I called again and finally reached a representative, a whole month after my graduation. I was told that the order was probably late because I filled out the form incorrectly. I then confirmed that the form was filled out correctly and was told that "some people received their orders on time and some people didn't, we can't control that". I got NO apology or reasoning for the fact that I paid to have my items for a ceremony that had happened more than 4 weeks prior. They also informed me that they could not process my refund because my order was too far along in the process and would be shipping in 3-5 days.

It has now been 2 weeks since I was informed that the order would ship in 3-5 days. I called a few days ago and was told the items haven't shipped yet, and was transferred to the supervisors answering machine. I left a message and haven't gotten a call back from the supervisor. I am fairly certain I am being scammed.

I know that you can't avoid using this company if your school chooses to source their cap and gown rentals here, but just know that their processes are poorly structured and their customer service is non-existent. This is one of the worst and most frustrating experiences I have ever had with a company.