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Placed an order on february 26th (day 1) and was advised that the initial order was cancelled and refunded as the business can't verify international credit cards. Phoned the business and they agreed to accept the credit card order as long as I could provide additional proof such as government-issued id, bank statement etc, which I did, so another order went through and an email indicated the production time would be 3-5 weeks (21-35 days) + delivery.in fact, I was told the mask I wanted was in stock, but just needed hair options added. Great, I thought, it wouldn't even be the maximum 5 weeks! On the phone and by email during these first contacts the business did everything they could to have payment by wire transfer and not by credit card as they claimed to suffer from $75 000 of fraud a month and amongst other reasons. However, I know that by the amount of negative posts on the internet about their slow and non-responses this would be too much of a risk for me, so I insisted credit card payment or nothing.
4 weeks into the order (day 29), I emailed to ask about the status of the order and was promised an email back with eta details, but none came. It was coming around to easter and I thought I wouldn't bother the business with further emails as they might be busy. On the 17th of april (day 50) I contacted the business asking about the now-late mask, explaining that it was well-over the 3-5 week production time and would like to cancel if it already hasn't been sent. I received an email about a poor staff member who had a seizure but would finish my order in 1.5-2 weeks… however, this turned out yet again to be an empty promise. When I asked about the lateness of the order again I now was completely ignored, and now, over 100 days into what should have been a 35-day production of the mask I still have no mask and no further communication from the business. I have filed a chargeback with my bank to get some pressure on the business to ship the already paid-for and very late mask.
If you ever deal with spfx/hollywood mask masters I would take the following precautions:
1) only pay by credit card, otherwise you will have little recourse for your order and can't file a chargeback if the item doesn't arrive.
2) contact the business by email before placing the order, enquiring about the expected production time of your items. Your credit card company will want to see that there was an understanding of expected delivery date, otherwise your dispute may not land in your favour when they don't deliver as you didn't have a delivery expectation.
3) look at other companies that provide silicone masks. Spfx was probably the first well-known silicone mask-maker, but there are now 12+ other high-quality manufacturers that deliver as promised. Cfx masks should have been my go-to.
4) don't let them prey on your emotions. You may hear lots of sob stories from staff about why your mask is late including sick staff, dead staff, fraud and chargebacks.in fact, on this very own board on the 27th of march, a poster ‘brett' claiming to represent spfx masks states that as of the 27th of march 2018, every order has been sent on time as promised. What a joke.. As they were writing this very statement, my mask was already late! And as per usual, the business replies with a story, this time about how negative reviews hurt their ability to "supplies free medical prosthetics to wounded veterans and women and children who have become victims of acid attacks." I am sure these people who you help for free don't care at all about these negative reviews, they will gladly accept your offer either way!
Even though the business is now owned by hollywood mask masters they still manage to tell some great stories.in 2011 I purchased a mask also and it was late, with that lateness being blamed on sick staff, not enough staff, and surprise surprise, 7 years later they still tell the same old tried & true stories. It must be working for them.
Overall, the products look to be high-quality and the sales-person on pre-order seemed very friendly and understood the products very well, but if the business ignores and treats customers with contempt then it is just not worth taking the risk of purchasing from here as in my case there was no product delivered.
After nearly 6 months of waiting received an email saying my item is ready to be dispatched and will be dispatched in a few days. Turns out it wasn't dispatched at all almost a week after this random email. I ask why out of the blue after going no-contact does this business email and tell another BS story. When will they learn?
