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

  493 E KEMPER RD Springdale, OH 45246

• 

  Spirit Halloween Superstores

  Noland Road Fashion Square # 6536 Independencece, MO 64055

• 

  Spirit Halloween

  Westlake Shopping Center 2601 W Lake Avenue, Suite B-8 Peoria, IL 61615

• 

  Spirit Halloween

  8066 120 St Surrey, BC V3W 3N3

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: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.

  We were in a hurry to get a Halloween costume for my daughter. We went to the Spirit Halloween website, and my wife placed an order for a ******* costume and ruby slippers. A banner at the top of the screen said "Free Returns" so we ordered 2 of the costumes - a medium and a large since time was short. We also paid overnight fees to ensure the costume arrived on time. We figured we would return the one we didn't need. We got the costume on October 25, and the first one we opened worked perfectly. We never opened the other package. When we tried to initiate a return on October 28, we noticed in the fine print on the website that no returns are allowed after October 18. We called Spirit Halloween and spoke with a customer service representative named *******. He said he didn't have to provide his last name, so we don't have it. He spoke with a manager who told him that we couldn't return the item. Our complaint is that the website very clearly mentioned Free Returns, but that was false. If the deadline to return items had passed, the Free Returns banner should have been replaced with All Sales Final or something like that. It was misleading. We wouldn't have spent an extra $85 if we knew we would be stuck with it. We asked to speak with the manager, and ******* tried to get one, but after 30 minutes on hold we couldn't stay on the line any longer due to work constraints. ******* said he couldn't promise a manager would call me back. He wouldn't provide any manager name. He wouldn't take my phone number so someone could call me back. Our package is unopened and perfectly fine and they misleadingly said Free Returns on the website when in fact, they weren't accepting returns. This is not an honest way to do business.

  Business Response

  Date: 10/29/2024

  Good afternoon,

  Unfortunately, we do not offer free returns. Our online return policy has always stipulated that the guest is responsible for the return shipping. We did have multiple online promotions available on our site for discount shipping and product discounts, but we have never advertised free returns. We would be happy to extend the return policy, which ended 10/18, so you can return your items. As our policy states, you would have to pay to return these items back to the warehouse that shipped them. Please provide us the tracking once your package is en route and we will expedite your return.

  Thank you.

  Customer Answer

  Date: 10/30/2024

  [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 will be returning the item for a refund. 
  
  Regards,
  
  ****** ******

  Customer Answer

  Date: 10/31/2024

  
  Complaint: 22486032
  
  I am rejecting this response because:
  
  
   I would like to pass along the tracking number for the package that I mailed back to Spirit Halloween today for a refund. The tracking number is 9534 6158 8224 4305 1508 18. It was mailed through the ****************************. Can you please pass that along to Spirit Halloweens contact?
  
  Regards,
  
  ****** ******

  Business Response

  Date: 10/31/2024

  Good afternoon! Thank you for providing that tracking information. We would also need the order number and the items you have returned. The email address provided with your complaint is not connected with any Spirit Halloween order. Thank you in advance for this information!

  Customer Answer

  Date: 11/13/2024

  
  Complaint: 22486032
  
  I am rejecting this response because:
  
  The email address that the Spirit Halloween order was made with is ****************************************************************************************************************************************************************************. Can you please provide that to Spirit Halloween? They can look up the order number using that email.
  
  Thanks,
  ****** ******
  
  Regards,
  
  ****** ******

  Business Response

  Date: 11/14/2024

  Good afternoon,

  We have issued a return for one of the ******* costumes ordered. You should see this processed in two parts, with the refund processed back to you in 5 to 7 business days.

  Thank you.

• Initial Complaint

  Date:10/28/2024

  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.

  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

  Date: 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

  Date:10/28/2024

  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.

  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

  Date: 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

  Date:10/28/2024

  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 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

  Date: 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

  Date:10/26/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:10/25/2024

  Type:Customer Service 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.

  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

  Date: 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

  Date:10/25/2024

  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.

  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

  Date: 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

  Date:10/24/2024

  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 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

  Date: 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

  Date:10/24/2024

  Type:Delivery 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.

  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

  Date: 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.

• Initial Complaint

  Date:10/21/2024

  Type:Sales and Advertising 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.

  My daughter purchased a Halloween outfit which also included a plastic sword from the location on *************** in *****************. Shortly, after removing the sword from the packaging, she was playing with the sword, waving it in the air, not colliding it with anything, and the sword broke near the hilt. When it broke, the blade fell to the ground and a piece on the backside, not the front side, of the blade was slightly chipped, where it hit the ground. Per the stores policy we returned to the store to try to arrange an exchange. We spoke to one of the Assistance who said it would not be an issue and to go and retrieve another one. We came back to the counter. They said that they unfortunately could not honor their policy because we had caused the damage. I asked for the manager, who then came over and did not ask us what had occurred, but rudely told us that we had broke itby miss using the equipment. Which was not true. The store does not honor their exchange policies and is also very rude to customers. We have shopped there for over 20 years, but were no longer return.

  Business Response

  Date: 10/23/2024

  Good evening, ****.
  
  We're sorry to hear about your recent experience at the *************** store location. We would be more than happy to look into this further, and would like to connect with you directly to discuss a resolution. Unfortunately, the number provided appears to be incomplete. We would like to request a valid phone number so a member of our team may reach out to you for assistance. If there is a preferred time of day for our team to reach out, please do not hesitate to include it in your response.
  
  Thank you.

  Customer Answer

  Date: 10/23/2024

  [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 ********.  The business requested my phone number to follow up.  It is **************. 
  
  Regards,
  
  **** ******