ComplaintsforSpirit Halloween

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a costume and an accessory from Spirit Halloween, the line was long so I decided to not try the item on and thought I’d do it at home. I tried the costume on and realized I didn’t like how it fit me, so I decided I would return it. I was checking my receipt and it says all sales final by the 25th. There were no signs in store nor was I told this by the 2 associates who helped me. I then called the customer service line and told him the incident. The guy who answered was extremely rude and said “we can’t do anything about it”, so why? I would like my full return of the item.

  Business response

  11/11/2024

  Good afternoon, ********
  
  Thank you for providing this receipt from store60380, trans**** on 10/25/24. We're sorry to hear that your costume did not fit as anticipated. Due to the seasonal nature of the stores, guests have until October 18th, 2024 to make any returns and from October 18th - 24th, 2024 to make any exchanges as long as the items are unworn, have the original accessories, are in new and resalable condition, and in the original packaging. There are signs posted at the front of the store near the registers with these dates for review prior to purchase. In order to assist you with these items at this time, you would need to pay shipping to send the items to the warehouse for refund. Include your name and phone number clearly written on a piece of paper inside the shipping box and bring the package to your preferred carrier for return shipment, address provided below:
  
  Spirit Halloween Returns
  **** ***** ****** *** * ********** *** *****
  
  Once you receive the return tracking information from the shipment, please reach out to Guest Services directly to provide this tracking number so it may be notated on your account for records. Once delivered, a refund will be processed for the item value back to the original payment method.
  
  Thank you. 

  Customer response

  11/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* ********

• Initial Complaint

  11/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I payed for this item and they charged me for 2 and dident give me a order number or email.saying I ordered it I would want full refund and the item I payed for it never showed up to my house and they took it from my bank

  Business response

  11/09/2024

  Good afternoon, ******
  
  We were unable to locate any orders under the name, email, or phone number provided. Did you ever receive an email confirmation, or did the page refresh to say 'Thank you for shopping!' with the order number? Each time the “Place Order” button is clicked it will send a temporary (pending) retail authorization hold to your account. These holds will drop if the order did not go through and you will not be charged as we only charge for items once they ship. If you did not receive an email confirmation from us, the order did not go through and any pending hold you see should drop in 2-3 business days. For specific information regarding authorization hold timeframes and release policies, please reach out to your financial institute.
  
  Thank you.

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed one valid order with Spirit Halloween on September 7, 2024 in the amount of $65.54. Order number *********. I never placed another order with Spirit Halloween. However, on September 8, Spirit Halloween charged me $47.43 and sent me a costume I never ordered. I tried calling their "guest services" number twice with no resolution. The second time I spoke with a "Janeisha" who told me that once I get a police report I need to contact them back regarding this "fraudulent charge". I told them that my credit card information has not been stolen nor has my credit card been stolen and I cannot file a police report if there is no crime as this could have just been a mistake. "Janeisha" continued to place me on hold with no resolution.

  Business response

  11/09/2024

  Good evening, *******
  
  We're sorry for any confusion. When an order is placed, a temporary (Pending) retail authorization hold is placed on the account by your financial institute for the amount of the order, to ensure the funds are available for the purchase. We do not charge your payment method until the items process for shipment from the warehouse. This means if any items are shipped separately, you will receive multiple smaller charges adding up to the order total. Upon review, this order ********* was shipped in two parts. Records show an order total authorization for $65.54 on 9/7/24 when the order was placed. One item was available for shipment immediately and was processed that day, resulting in a payment capture of $18.11. The other item did not ship until 9/8/24, with a payment capture of $47.43. Attached please find screenshots of the payment history for this order in the system, showing the authorized amount different capture amounts. The authorization for the total $65.54 would have been released by your financial institute once the final charge was pending. If these do not match your records, please provide a clear photo of your current statement showing the alternate amounts so we may reach out to our Finance Department for further assistance.
  
  Thank you.

• Initial Complaint

  11/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 28th, I purchased a dinosaur inflatable costume. Unfortunately, the fan in the original costume malfunctioned on the same day, necessitating an exchange. While the replacement costume initially functioned correctly, the fan failed again on October 31st, rendering the costume unusable for my son’s Halloween plans. Although I no longer have the physical receipt, I can provide a copy of my bank statement as proof of purchase. Given the repeated product failures, I kindly request a full refund for the defective costume. Thank you for your prompt attention to this matter.

  Business response

  11/04/2024

  Good afternoon,

  We are sorry to hear your item was not functional for the holiday. Can you please provide any photos available to show the issues experienced? We would be happy to assist you further with this issue. We can locate your receipt in our records with the below information.

  Store of purchase:

  Date of purchase:

  Last 4 of CC used:

  Thank you!

  Customer response

  11/12/2024

  
  Complaint: ********
  I have attached a picture of the barcode for you. The amount paid for the costume was $76.00, if you need another snapshot of that statement, let me know. I did round up my total for a donation however, I am not quite sure what that total was. I’m sure once you locate the receipt you would be able to see that amount. Thank you! 

  
  
  
  Regards,
  
  ******* ****

  Business response

  11/13/2024

  Good evening, ********
  
  Thank you for providing that information. After confirming payment information with you by phone, the receipt for transaction 5474 on 10/26/24 at store61529 - Fort Worth, TX was successfully located, copy attached for your records. A refund request has been submitted to our Finance Department for the costume value paid ($75.76) to be returned to the original payment method. Please allow up to 14-21 business days for this manual refund request to be processed through your financial institute and the funds released to your account. If you have any additional inquiries or concerns, please do not hesitate to reach back out.
  
  Thank you.

• Initial Complaint

  11/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I am a stage fourth patient with bone and organ related issues On 11/ 1/ 224-@ at store of ***** it was a a display item that read welcome to the Carnival. The word carnival lite up around the word Carnival with small Globes I was so excited that I found this because my father worked as a ****** made me forget about my made me Forget about all that stuff till I plugged it in as one of the bulb was missing and about 7 other bulbs Are not blinking theres was no signages throughout the entire store.Nor did the store manager.With that said I politely ask Someone has a heart and replaces ******* in Closing in request then someone From the executive Level contact from the Presidents level i Can be recached 24 /7

  Business response

  11/04/2024

  Good afternoon,

  We attempted to call you but were unable to reach you or leave a message. Our in store displays are sold as is at the end of season. If you are experiencing an issue with a display you purchased, please let us know so we can further assist you. If you were unable to purchase the display, we do not have extra displays available for purchase at this time. We can be reached at ************.

  Thank you.

  Customer response

  11/04/2024

  
  Complaint: 22508005
  
  I am rejecting this response because:
  
  I cant get ahold of the correct person at the moment they away from their desk
  
  Regards,
  
  *** ******

  Business response

  11/06/2024

  Good evening ***,

  We appreciate you taking the time to speak with us about this issue. We are happy we were able to locate a replacement sign for you! As discussed yesterday, we will be having this sent out to you as soon as it arrives at our office. You will receive an email with the tracking information once this ships out.

  Thank you.

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased boots online from spirit Halloween. I d see is not receive them until Halloween night at 8 PM. I Trued to return them and was told I couldn’t. They are in the shipping box unopened with spirit Halloween tape in it. They said the return window closed in the 24th but how is that fair when I did not even receive them until the 31st.

  Business response

  11/02/2024

  Good evening, ********.
  
  We're sorry to hear that your item arrived later than needed and would be happy to assist with an item return for refund. If the shipping box is still unopened from the original shipment, you can write "RETURN TO SENDER" on the top of the sealed package and leave it with the carrier for a free and easy return shipment. Once the shipping package is opened, return shipping would need to be paid to send the item back. If the shipping package has been opened, please include your order confirmation number on a piece of paper or print your order summary to include in the package for return. This can be sent to: ATTN: Spirit Halloween Returns, **** ***** ***** **.S, , OH 43125. Once shipped, we encourage you to reach out to Guest Services with the return tracking number so this may be notated for our records. Once received by the warehouse, a refund will be entered for the item.
  
  Thank you. 

  Customer response

  11/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******** ********

• Initial Complaint

  11/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Last minute this year I decided to dress up for Halloween. I went to spirit halloween ************ ** location and found an inflatable costume and proceeded to spend $60 on it. I will preface that I did take a risk and acknowledge I knew about the all sales final rule. However last night I put the costume on and within the hour the costume ripped and is basically not able to be used anymore. I've tried to reach out to customer service and I cannot get a response back. I don't think it's fair or on me to take the $60 loss because the company produced a crappy quality costume. Very disappointed with the outcome.

  Business response

  11/01/2024

  Good afternoon Chloe,

  We are sorry to hear your item ripped. Can you please provide a photo of the damaged item and one of the receipt? We would be happy to further assist you.

  Thank you.

  Customer response

  11/01/2024

  
  Complaint: 22500500
  
  I am rejecting this response because:
  I am responding to their response, not rejecting their effort.

   

  I cannot attach the pictures to this response. Is there an email that I can send them to?
  
  
  Regards,
  
  ***** *********

  Business response

  11/01/2024

  Good afternoon Chloe,

  We do have an email these photos can be sent to. We are including that information below

  **************************************************************

  Thank you!

  Customer response

  11/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *********

• Initial Complaint

  10/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a halloween costume from Spirit Halloween (online) and received an emailed shipping confirmation on October 16, 2024. Shortly thereafter, they acknowledged an issue with shipping, and issued a new tracking number. Upon receiving the costume, it was too small and we attempted to return it as per the return policy. When entering the order number to initiate the return, we received a message the item was still in transit (as the shipping information never got updated on their end, and was not attached to the order number) and therefore no return could be initiated. We attempted to contact Spirit Halloween online through the chat feature, always receiving a message that the "chat queue is full," and when attempting to call, we were told the wait time was over an hour, but we could confirm our phone number to receive a call back - we did this twice and never received a call back. The order number is *********, and it was placed under the email *************************** We are seeking to be refunded.

  Business response

  11/01/2024

  Good afternoon *******,

  We are sorry to hear your item did not fit properly. We would be happy to further assist you. As our store locations are no longer accepting returns or exchanges, you can return your item by mail. We have included the return address below. Please include your order number and contact information in the return package. You can provide the return tracking number to ************** so your refund can be expedited.

  Spirit Halloween

  ATTN: Returns

  ****************************************************************************************

  Thank you.

  Customer response

  11/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have returned the costume to Spirit Halloween and provided the tracking as per their instructions. If the refund is not processed once the package is received I will revisit this complaint.
  
  Regards,
  
  ****** ******

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a product and they sent it to the wrong address. I have been trying to reach Spirit Halloween for days by chat and phone. There has been no one available to talk to. My son will not have his costume now and Im trying to get a refund. No one is helping.

  Business response

  10/31/2024

  Good afternoon! We apologize for any inconvenience, and we have begun processing a refund for this order, as we see it was returned to our warehouse by ****. Please be advised that this is done in two parts so you will receive an automated email stating a lower amount than the total of the order - this is the sales tax. You will see the full amount reflected onto your original payment method within 7-21 business days. Please let us know if you have any additional questions, and have a great day!

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought costumes and got the wrong size, just wanted to exchange or if necessary get a refund. Willing to exchange, money hard to come by!

  Business response

  11/01/2024

  Good afternoon,

  We are sorry to hear you purchased an item in the incorrect size. Unfortunately, our in store return policy ended on 10/18 and the last day for in store exchanges was 10/24. This item can no longer be returned or exchanged at your local store. This policy is posted at each register and should have been verbally conveyed to you at check out.

  Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩