Custom costume not what we asked for

Seana97

Hi everyone so about 2 weeks ago I paid for a custom designed costume (deposit paid in June/July), we met the designers in person to discuss colours etc came back for fitting and all that. Paid off via PayPal however I’ve just noticed the rhinestones we requested and paid a lot of money for have not been put on the costume. We requested swarovski rhinestones and I have a few spare at home and compared them and they definitely aren’t swarovski, they look like preciosa (a good quality but cheaper alternative) I have email correspondence confirming that I asked for that brand and a reply from the designer saying no problem and they will add it to the file. This costume cost a lot of money and we love the costume but we didn’t get the stones that we paid for and we’re told we were getting!! What can I do? I don’t want a full refund the dress is beautiful, it’s just not the stones we requested. Am I entitled to a partial refund? Where do I go? By the looks of it they are going to ignore me (email)
Thanks

theonlywayisup

What did they say when you contacted them?

Seana97

They aren’t replying

theonlywayisup

You won't get any help with Paypal as customised goods are not covered.

When you say they aren't replying, how did you contact them and how long ago?

If you have met them in person before, can you not do this again?

shaun_from_Africa

How did you pay the deposit?, was this also Paypal? and how much did the costume cost?

unholyangel

Also, what is the costume for? In other words, are you a performer of some sort that was buying for the purpose of your business/trade/craft/profession?

Seana97

We contacted them via email 2 days ago, usually they are on the a ball, a couple of hours at least to reply. Costume is for Irish dancing (hobby) and cost me total £1800, £600 of which was for swarovski stones. Since the stones are hot glued on they’re probably impossible to try and change and will ruin the dress. I don’t know what travelling down to them will do, I’m thinking all I can try and get us a partial refund (the difference in cost between swarovski and the cheaper stones) unless they’ve spent the full £600 on the cheaper ones to get more stones I don’t know what to do! It still isn’t what I asked for!

shaun_from_Africa

How was the deposit paid?

Seana97

Deposit was paid through PayPal aswell

theonlywayisup

In that case I would suggest you communicate the issue to the seller, outlining the problem specifically and the resolution you best require - in letter/email form (or both) and wait for a response.

Seana97

Is there anything I can do if they choose to ignore it?