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On August 19th I ordered a Mask from SPFX. I called prior to ordering to assure it would be delivered in time for Halloween. On Sept 22nd I called and was unable to get through so I e-mailed to get an estimated ship date. I was e-mailed the expected ship date was 10-10-10.
I did not receive the Mask. I e-mailed them again on 10-20-10, 10-21-10, and received an e-mail that it was being send Fed Ex over night on 10-26-10 and I would have it on 10-27-10. I e-mailed again on 10-28-10 to inform them that I have not received it and they did not respond. I called and they told me it was shipping that day and I would have it no later than 10-29-10. I asked every time I called or e-mailed for a tracking number and was told that they could not provide one because they were hard at work getting all of the orders out on time.
I have called several times and only get a message stating to e-mail or call another number. The e-mails are not being answered any longer. The other number is never answered as well.
The complaint has been investigated and resolved to the customer’s satisfaction.
I also ordered back in February...I have spoken to the lady on the voicemail twice and it's now the end of April with no resolution. I'm starting to wonder if this company ever actually ships anything. The money came out of my account immediately, but their customer service, follow up and follow through is horrible. Buyer Beware...you will spend a lot of money on the promise of a quality mask, but good luck actually getting your product sometime before next century.
Yes although their masks are excellent, the customer service and delivery times are a disgrace.
TBH i very much doubt that SPFX masks will be in buisness much longer. !
Guys have been waiting since Nov 2010 for maks they have paid for.
The reason they dont accept paypal either as people were complaining to paypal and asking for a refund.
Rusty needs to get his act together as all the negative comments on the fsx forum and googles searches are not doing them any good.
CFX in my opinion are better to deal with
Yeah the same thing is happening to me and i have read other reviews about people getting the same ### service years ago. You would think they would have their act together after a couple of years but i guess not. So here is my story: i called spfx to talk about details i wanted my mask to have. I talked to a ### OLDER woman who put off a sense that she was mad that I was inquiring about different options about my $700 mask i was about to buy. As if i was in the wrong for purchasing this item. Anyways... She told me to order online and add my requests in a message box provided on the website... Done deal...I bought a spfx clown mask at the end of august. Its now October 5 which is okay because the website said there was a 7-12 week wait. I recently called them to see if i could come pick up my mask since i live about 15 mins away. I got no answer so i thought i would message them on facebook since they post something almost every day. I got an answer quick. They said " call before you come". I was happy and asked if i could get an update as to when it would be done. They said to just call them and they will do their best to let me know when it is done. I tried calling. No answer. So i tried emailing since they say emails are replied to daily. This is the email conversation i had with them. Please read the whole thing. The conversation starts at the bottom
I need to re-read the last email because it says that my order will ship friday? Excuse me but i was told it was already shipped so i have a right to be upset. Its not my fault you guys dont communicate with each other. Get me my $700 Mask so i can be done with you
Sent from my iPad
On Oct 5, 2011, at 6:57 PM, wrote:
I think you need to slow down and re-read the last email. It says that your order will ship Friday. The second paragraph is our normal policy statement to notify customers of the actual lead time and explain that we do not stock items. We hand make all mask to order.
We do not know or care what people put on face book. You should go by our website spfxmasks.com and it says if ordered by the cut off date it will ship for Halloween. I do not think that GM or Ford would let you into their factory to pick up your Cadillac, Mountaineer, etc. We make the top of the line mask and do not allow any one in to pick up mask or see our operation. We do not have a store or show room at the facility so there is no place for anyone to pick up the mask.
Thank you and have a pleasant evening
Good night
-------- Original Message --------
Subject: Re: RE: RE: RE: RE:
From: Roland Tureaud
Date: Wed, October 05, 2011 5:01 pm
To: ""
First i was told i can come pick it up. then someone told me I cant. Then i was told it was shipped and now its not. On facebook it says you were still taking orders last week and guaranteeing them by halloween but you are saying it takes 6-12 weeks? This mask better be the way I ordered or i will be one unhappy camper and i will write a bad review on facebook
Sent from my iPad
On Oct 5, 2011, at 1:10 PM, wrote:
My sincere apology. One of my over zellis staff members pulled the wrong order. Your order has not shipped. It will ship no later than Friday. Again please forgive our mistake.
Your order is in production. SPFXMasks specializes in creating handcrafted realistic mask from the highest quality surgical silicone available. Each step of the process is meticulously done and monitored to achieve the best quality product known. Each silicone mask is completely made by hand and hand painted, hair is hand installed one strand at a time. Lead time normally runs anywhere from 6 weeks to 12 weeks depending on the eyebrows and hair options. No masks are stocked. All masks are made to order.
Thank you
-------- Original Message --------
Subject: Re: RE: RE: RE:
From: Roland Tureaud
Date: Tue, October 04, 2011 9:51 pm
To: ""
So i paid $40 for shipping and its been 4 days and still nothing when i could have picked it up in 15 mins.. Can i get a tracking number?
Sent from my iPad
On Sep 30, 2011, at 7:34 PM, wrote:
It shipped
-------- Original Message --------
Subject: Re: RE: RE:
From: Roland Tureaud
Date: Wed, September 28, 2011 1:17 pm
To: ""
Ok so what is the status of the mask please?
Sent from my iPad
On Sep 28, 2011, at 1:16 PM, wrote:
I really apologize for the miss communication but we do not allow pick ups or visitors. I am just letting Rusty read this as I type. He did not mean to miss lead you.
Thanks
-------- Original Message --------
Subject: Re: RE:
From: Roland Tureaud
Date: Tue, September 27, 2011 1:06 am
To: ""
Ok the order ID is 578. If you look on your facebook page on sep. 18 rusty told me I can pick it up. here is the link http://www.facebook.com/SPFXMasks/posts/283161055028808. Why would he say that if I cant do it?
Sent from my iPad
On Sep 26, 2011, at 5:32 PM, wrote:
No you can not pick up the mask. We do not allow any one in the factory. We do not have a store or show room. What is your order number. We can check the status for you.
Thanks
-------- Original Message --------
Subject:
From: Roland Tureaud
Date: Fri, September 23, 2011 2:05 pm
To: "INFO@SPFXMASKS.COM"
Yes hello my name is roland tureaud and i think i talked to rusty on face book. I wanted to inquire about the staus of my clown mask. I was told i could pick up my mask since i live so close to you guys. I wanted to see if it would be ready early october if possible
Sent from my iPad
i orderd one in october 28th 2012 which was 525 pounds itr took ages to come, over 2 months and now itrs finaly in the uk, iv been told i got to pay a further 208 pounds to have to deliverd or its getting sent back, talk about taking the piss, i was never told this when ordering, i am very very disapointed with them, i thought they were good, very good proves how wrong i was
The owner is a scam artist. Ordered a mask with a promise of 4-6 weeks and have been told every story in the book...
They will tell you they handle Everything over email. But they don’t respond.
They will try to assign you to someone in order to “... walk you through the whole experience...”. That wasn’t done.
They told me stories like employees were in comas or just had family deaths. While I could be sympathetic, my $1500 was at stake and I kept hearing the lies week to week.
They also said that their computer system related to banking and finance was down and they could not look up any purchases.
Today I called and they told me to just go to the bank in order to get my own refund. Said they don’t want to be yelled at.
Don’t get swindled.
They are very unstable and sounds like to me they must be using the money for some other type of illicit activity to believe that I don’t have the right to ask where my product is for money spent.