ComplaintsforSpirit Halloween

Masquerade Costumes

HeadquartersMulti Location Business

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Initial Complaint
10/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased 2 Halloween costumes at Spirit Halloween. When I purchased the costumes, I was never told that the purchase would be final sale and I could not return them. I went to return the unopened, unworn costumes at my local Spirit Halloween less than 48 hours after purchasing them and was told that the purchase was final sale and I could not return them. It is dishonest to not inform customers their purchase will be final sale prior to their purchase. I would appreciate the opportunity to return the costumes as I was not made aware of the "final sale" policy.
Business response
10/31/2024
Good afternoon! Our return policy is posted in all stores, on our website, and on the bottom of your receipt. However, you are welcome to ship the unopened items back to the address below. Please note, we cannot refund the return shipping charges if shipped back this way.

ATTN SPIRIT HALLOWEEN RETURNS
*********************************************

We would need you to send us your purchase information, and the tracking information for your return. Once your items arrive at our warehouse, a refund for the sales tax and item value will be issued and processed back onto your original payment method within 3-5 business days. Please do not hesitate to reach back out with any further questions or concerns. Thank you and have a great day!
Initial Complaint
10/29/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
transaction was 10/22/24. I paid to have the item arrive on 10/25/24. It arrived on 10/28/24. It was not needed any more as it was after the event it was purchased for. When I tried to return completely sealed in the original shipping envelope the store told me they would not return it to return it online. I tried to return online and since it was after the 24th of October, it said it was unreturnable. Basically it was unreturnable the moment I purchased it but was not indicated anywhere on the purchase. This is not acceptable business practices. Being online they give you no recourse to speak to anyone. All numbers lead to a dead end. I feel that they breached their agreement of the purchase by it not arriving on the agreed upon date. I should get all of my money returned, including shipping as they did not ship it adequately to arrive on time.
Business response
10/31/2024
Good morning* ******

Guest Service representatives are available by phone seven days a week, however during the Halloween season call volumes are high and there may be a wait before connecting with an agent. Live agents can be reached 9am-10pm EST, during Halloween season these hours are extended from 9am-11:59pm EST, at ***** *********

We understand you paid 2 day shipping and received this package later than anticipated. A refund for the remaining shipping charges ($10.00) has been entered to process back to your original payment method. The last date to return items in-store was October 18th; this and additional information regarding the return and exchange policies are available on the website, under 'Return Policy'. However, if this package arrived later than needed or you no longer wish to keep these items, please make sure you do not open the package as this could result in additional return shipping charges. As long as the package remains closed you can write “Return to Sender” on it and drop it off to your local post office. This will send the package back under the same label with no additional shipping charges. If the package has already been opened, you are welcome to ship it item back to the address below. Please note, we cannot refund the return shipping charges if shipped back this way.

ATTN SPIRIT HALLOWEEN RETURNS
**** ***** ****** ** * ********** ** *****

Once your item arrives at our warehouse a refund for the cost of the costume will be processed within 3-5 business days. If you are provided a new tracking number for the return shipment, please reach out to Guest Services with the tracking information so this may be notated to the online order for records.

Thank you.
Customer response
11/18/2024

Complaint: 22489887

I am rejecting this response because: I have not received a refund.

Regards,

***** ******
Business response
11/18/2024
Good afternoon ******

Thank you for reaching back out. Upon review, we see this was confirmed delivered to the warehouse complex on 11/11/24. A refund has been entered for this order ********* to return to your original payment method, card ending ***** The sales tax is processed independently and may be received first ($4.65). Please allow up to 7-14 business days for the item refund ($59.99) to fully process with your bank or credit card company and the funds released to your account. If you have any additional inquiries, please let us know.

Thank you.
Initial Complaint
10/28/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On October 26 2024 I visited the ******************************************. I purchased ******in merchandise. My bank card was charged. The cashier stated it was declined. I showed my bank transaction to her. She called over the manager. She was a young girl named ****** She told me I needed to scan my card again that it did not pay them. I told her no I will not be charged two times. I showed her the bank statement. She said sorry there is nothing she can do. I needed to call my bank and authorize the charge to go through. I called my bank they said it did go through and the money was taken out of my account. She said they did not get paid and I could not have my merchandise. I wanted to call the police but it was a civil matter and didn't think they could help me. I was disgusted and let my fiance handle it. She asked her to show her the transactions on their computer to see what was going on. ***** showed her that it did not supposedly go through. She asked her to put all the merchandise in a bag w the stapled receipt until this matter could be rectified. We left empty handed and out ******
Business response
10/28/2024
Good afternoon,
We are sorry to hear that you had an issue with purchasing at our location store. Can you please provide the last four digits of the card used? This will allow us to pull your receipt electronically. We will submit this to our ****************** for further assistance. If the charge did not go through, there should be retail hold on the account. This should remain pending and fall off/expire in 3 to 5 business days without removing any funds.
Thank you.
Initial Complaint
10/28/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My wife purchased 2 costumes on line and picked them up at a store on 10/23. One of the costumes did not fit and she attempted to exchange on 10/25. She was told then that there were no exchanges or returns after 10/24. It would have been nice to inform her of that policy when she picked up the merchandise. She was told it was on her receipt. Really? Who looks at the receipt. A policy this restrictive should be communicated to all customers. I now have an $85 costume that is useless to us. I believe their policy is deceitful. Still no call back from customer service since Friday.
Business response
10/28/2024
Good afternoon,
We are sorry to hear you were unable to make your return. We would be happy to further assist you! Online orders can be mailed back for a refund. We have included the return address below. Please send us the return tracking to **************************************************************.
Spirit Halloween
ATTN: ******************************
*********, **, 43125
Thank you.
Initial Complaint
10/28/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a few costumes for my 3 kids. A couple were in packages. After purchasing we opened in car realizing one costume had a hole I'm it. I went back in to get another to exchange, they didn't have anymore that size and I was told it didn't matter they can't return or exchange since 24th was last dayvand it was 25th. I'm sorry but that's horrible customer service. I purchased and came back within 20 minutes. What is my daughter going to do with a hole in costume. I spent $45 on. Now I had to spend more to get another cookie monster costume after spending $232 which as a single mom can't afford.
Business response
10/28/2024
Good afternoon,
We are sorry to hear you were unable to exchange your item. Can you please provide a photo of the damaged on the item and one of your receipt?
Thank you!
Initial Complaint
10/26/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I paid for 2 day shipping and it never arrived. If I pay the extra money for 2 day shipping then that's what I expect. I want my money back for a product that never showed up in the time I paid for
Business response
10/28/2024
Good afternoon,
We are sorry to hear you did not receive your order in the timeframe expected. We see your package was delivered today, tracking included below. We have issued a refund for the shipping fees paid since this package was delayed. If you need assistance returning your order, please let us know.
********************************************************************************
Thank you.
Customer response
10/31/2024

Complaint: 22477026

I am rejecting this response because: I have tried to ask to return it and was told no. If I am able to return it then send me a return label in my email ******************************** after that I will be satisfied with this

Regards,

*** *******
Business response
11/01/2024
Good afternoon ***,
If the package is unopened, you can write "return to sender" on it and bring it back to the shipper. This will allow this item to be refunded for a full refund without any additional cost to you.
Thank you.
Initial Complaint
10/25/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We placed an order on a wednesday. Per the site, orders placed by three o'clock will ship that day. I ordered overnight shipping. Only half of the order shipped. They have an insufficient customer service process. I am being denied access to an agent online. And not receiving a call back to phone inquiries. The order has not shipped.It is now friday. And per the online process, I am not able to get a refund of ordered products even though they fail to deliver upon their website guarantees four orders. We have had to go to a physical store to get the item. Since it will not arrive by shipping in time. I would like a refund of the 39.99 plus tax. Along with the twenty dollar shipping fee. I i'm going this route. Since the business has failed to provide adequate options via contact directly to them.
Business response
10/27/2024
Good evening, *****.

As stated online in the Shipping and Processing Information page, orders must be placed by 12pm eastern to process same day with any express shipping methods. Upon review, this order was placed on Wednesday 10/23/24, at 8:24pm with Overnight service. Both costumes were packaged together and shipped from the warehouse on 10/24/24; this parcel was delivered the following business day 10/25/24, delivery confirmation attached for your review. As these items were processed for shipment and delivered within the selected timeframe, this order is not eligible for a shipping refund. If you are no longer interested in keeping these items, please select the 'Start a Return' function linked at the bottom of the site for a return address and instructions on how to send your items back for refund.

Thank you.
Initial Complaint
10/25/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
10/24 at 8:11 pm I purchase an item for my daughters costume. I found the item but per the online reviews & sizing I was not sure if the item would fit. I saw a sign at the front register saying no returns after 10/24. I asked a sales person -a female with dark hair, shared my concerns especially with the no return policy. Concerned as I would need to return for the size in the next two hours but due to my baby I didn't think I could it would have to be early tomorrow. She said that should not be an issue if I brought it back by the next morning, that she would be there. The item didn't fit I brought it back at 12:30 and was told I could not exchange it for the correct size, the woman was not there but some had costumes & make up on so not sure. The item was on the hanger with the tag. They would not honor the coupon from the night prior. I had to buy the same item in a different size at full price. I asked for the help number. I called & waited 25 *********** explained the story they put me on hold, then told me that no one answered the phone at the store & since I couldn't give the name of the person I spoke to that she could not help me. Because they didn't answer their phone I got no help & because I didn't know the name only the description I was given no help. The people who answered were not professional sounding they did not identify themselves. I checked the number given to ******** not the help number, it was a store number. I called the help line listed on my receipt & got someone to answer in 5 ************** confirmed that was the only help line? I was told by a spirit halloween employee I could exchange for the size if on the next day. My receipt also only states final sale begins after Oct 25th, nothing about exchange dates. I believe I was scammed into calling the store number so a complaint would not be logged in. I just want to be refunded for the extra item as promised & I will gladly give the item. Thank you, Store number *****.
Business response
10/28/2024
Good afternoon,
We are sorry to hear that you were unable to exchange your item. We would be happy to provide further assistance in the form of a return. Can you please provide a photo of your receipt? We will provide a pre-paid return label so your item can be mailed in for a full refund.
Thank you.
Initial Complaint
10/24/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order with Spirit Halloween on 10/21/24 with an express order to receive on 10/24/24. I didn't receive my order and the customer chat was horrible. Whomever I was dealing with left the chat unattended for at least 20 minute intervals. There was no explanation of the delay in answering questions. The customer service was horrible and their express order was not honored.
Business response
10/25/2024
Good afternoon *********,
We checked your order and see it was placed on 10/22 with expedited shipping. The tracking, included below, indicates your order will arrive Monday. We have issued a full refund for the shipping fees paid for your order. You should see this credited back to your account in 3 to 5 business days.
********************************************************************************
Thank you.
Initial Complaint
10/24/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Order a costume on 10/20, is informed through the website that it takes 1 to 2 business days to process. Now it has been 4 business days in processing. **************** is not any help and is now saying to wait 4-8 business days. However when ordering it said it would arrive on the 25th. Now I cannot get into any contact with any customer service representative. I have now had to buy another costume as a back up wasting more of my money. Keep in mind they won't let me cancel the order either because it is in processing.
Business response
10/25/2024
Good afternoon ********,
We checked your order status and see your order has shipped and is expected to arrive today! We have included the tracking below.
********************************************************************************************
Tahnk you.

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