Complaints

This profile includes complaints for Spirit Halloween's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Spirit Halloween has 45 locations, listed below.

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• 

  Spirit Halloween

  6826 Black Horse Pike Ste 205 Egg Hbr Twp, NJ 08234-4132

• 

  Spirit Halloween Superstore

  1457 State Route 9 Lake George, NY 12845

• 

  Spirit Halloween Outlet

  290 Westfield Dr Saint Peters, MO 63376-4390

• 

  Spirit Halloween

  1335 E Whitestone Blvd H400 Cedar Park, TX 78634

• 

  Spirit Halloween

  120 Highway 17 N Surfside Beach, SC 29575-6035

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:11/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:11/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a cape from spirit Halloween in ********* yesterday that was labeled as one size fits all. As soon as I got home to try it on, the size was a medium and not as advertised and I couldnt use it. I came back today and as soon as I walked in a lady standing at the door told me they dont do returns after Halloween. I explained that the size was incorrect and falsely advertised and she said to go up to the register. I went up to the register and they said the same thing, and when I asked for the manager, they called over the radio and the same lady from earlier went over the radio stating I already dont him we dont do returns. This is ridiculous. They sold the wrong size and refuse to correct it.

  Business Response

  Date: 11/04/2024

  Good afternoon Aahd,

  We are sorry to hear the item you purchased was not the correct size. Can you please provide a photo of the item's size? We would be happy to further assist you.

  Thank you.

• Initial Complaint

  Date:11/01/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the second time I bought a costume at Spirit Halloween and both experiences led to a broken or failed costume. The first time I got dark ***** and the wing was broken and Last night was Halloween with a an inflatable costume That didnt Inflate. We bought my daughter a minion inflatable costume on Oct 5 She was so excited about this costume. I did not think we need to try the costume. When we got to the destination where we are going to trick-or-treat My daughters costume did not Inflate. We tried to replace batteries We tried to figure out what can possibly go wrong. The costume was just defective! My daughter was so sad that she didnt have a costume and we had to go home. I called customer service Looking for them to make it right and they told me they cant help me because of their return policy, which is ridiculous after October 18 They cant help you. This is a ridiculous return policy, and I think everybody should know about this company lack of quality assurance and lack of care and no customer care when they buy from this company. Customers need to be aware of this scam company. My costume was not a used costume. It was 60 bucks!! I would not expect this from a namebrand store. I took my daughter to get ice cream and owner told me he had also issues with this company and will never shop there again.

  Business Response

  Date: 11/01/2024

  Good evening! 

  Thank you for reaching out to Spirit Halloween. We're sorry to hear about your experience. If you can send us a short video of the defective costume along with a picture of your purchase info, to ******************************************* we will be able to assist further. Thank you!

• Initial Complaint

  Date:11/01/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:10/31/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:10/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 11/18/2024

  
  
  Complaint: 22489887
  
  
  
  I am rejecting this response because:  I have not received a refund.
  
  
  
  
  
  
  
  Regards,
  
  
  
  ***** ******

  Business Response

  Date: 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.