Disguises A Costume Superstore — Attraction in Lakewood

My family has been renting here over a decade. My parents came in about a month ago, several times and told me they were turned away for rental. We've been here so many times and rented from Debbie, I thought this was crazy so I went myself. I went in yesterday, as my parents were going close to close thinking that was the problem, I was there at 2. There were two employees meanly gossiping about customers up front (kind of unwelcoming) and one stopped to say hello. I asked if rental is open and available, and she eagerly said 'yes! We've got a whole crew back there to help you.' I walked back to an orange rope as directed, and the lady called on a radio to let the staff in rental know I needed help. Waited about 30 minutes, went back to the front. There was a different woman working the register when I went up. She was kind and apologized and went back to find someone. The new rental manager came out as she introduced herself, told me Debbie was let go! She said rental is being renovated and won't be available for a few weeks. She said she could pull out a few pieces for me to look at but it was really 'below her pay grade'. I'm honestly appalled and concerned what my parents went through. She seemed DRUNK. Anyway, That would have been really nice to know before multiple attempts to get service by my parents, calling ahead and waiting my entire lunch break to be acknowledged. Guess we're breaking the family tradition. What happened to Debbie? It's a traumatic experience now that used to be a cherished memory.

We've been coming here 20 years, never again. The people here are cruel now. There was a really short hair lady who was the one who went back to look for someone. She was very apologetic. Seemed like she was the only one working or who...

My family and I have always loved Disguises and have been shopping here since they were at their old location. We’ve gone here for Halloween costumes, renaissance festival outfits, and Christmas presents (the fun graphic tees and socks) . I’ve always had a great experience but unfortunately the experience I had yesterday wasn’t ideal. My fiance and I came in and were looking around for costumes and accessories for Fanexpo. I found the exact wig I needed and wanted to look at it closer but there were no employees around. I waited about 10 minutes by the wigs before I ended up going to the register to ask someone if I could get some help when someone had a moment. The employee that came and helped seemed annoyed that he had to come help me and barely said a word. I told him thank you after trying it on and checking the wig out and told him that I’d think about it while we continued looking around. After a while of grabbing the other things we needed, I decided I did want the wig. My fiance had to go search for the employee again and he seemed even more annoyed than before. He grabbed the wig and couldn’t even find the correct packaging for it and ended up putting it in a completely different bag. He was cold and rude to my fiance and I but then went off with some other employees and was laughing and making jokes. I totally understand having bad days (and I’ve also worked in retail a long time so I get it) but it was disappointing being met with such a cold demeanor and feeling like we were being rushed. It was definitely not a great experience and I hope he was just having...

I went to Disguises yesterday to look for an outfit for an event this coming weekend. The person who helped me was nice and provided the attention that I needed. Upon deciding to move forward with the rental, she went over cost, services to be provided (steam clean and set aside for pick up all together, what happens if I don’t return the outfit). We decided that I would pick up the outfit on 3/28 and return it on 3/30. To my surprise, today I happened to find an outfit at a better price. I called Disguises and spoke with someone about cancelling the rental. Unfortunately, unknown to me, there is a detail about cancelling the rental that is, in my opinion, not something that consumers should accept. If you are 48 hours or more from the time that you are scheduled to pick up the rental, you have 2 suboptimal options: store credit or 1/2 your money back. Given that I was just there yesterday and cancelled within 24 hours of making said reservation, I highly doubt the outfit was cleaned or otherwise prepared for pickup. I recommend that disguises reconsider their cancellation policy. If a rental is cancelled 48 hours in advance, a full refund should be provided to the customer. If a rental is cancelled