Business Profile

Masquerade Costumes

Spirit Halloween

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

307 total complaints in the last 3 years.
89 complaints closed in the last 12 months.

If you've experienced an issue

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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:10/19/2024
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.
Purchased a costume today and was given the wrong size as labeled. When I went to return the costume immediately after realizing I was given the wrong size not even 5 minutes after the purchase they did not allow me to. Their policy states no returns after October 18th but if the problem with my purchase they should be held accountable. This is unjust and unacceptable
Business Response
Date: 10/21/2024
Good afternoon ******,
We are sorry to hear you were unable to make your return. Can you please let us know when you are able to return to this location to make your return? We will contact this store's management team and set up the return for you. If you prefer not to return to the local store, we will provide a pre-paid return label for you to mail this item back for a refund.
Thank you.
Customer Answer
Date: 10/26/2024
[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 ********. I was able to contact the company via Instagram and they have resolved the problem and have provided a refund. Thank you for your support. 0

Regards,

****** ****
Initial Complaint
Date:10/18/2024
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.
Date of Transaction: 10/3/24
Amount Spent: 107.97
The business committed to ship me TWO costumes that I purchased. I received a package that contained one costume. Upon calling Spirits customer service team, they refused to provide me with a solution. The representative told me that on his end it says delivered. On the tracking information attached it clearly shows that the item has not even been shipped yet and I am correct. The rep refused to provide a refund and said I have to take this up with UPS. Why is it a UPS problem if on the Spirit Halloween website, it clearly states, "NOT YET SHIPPED". I am demanding a refund for the items that were NOT received as shown on the company's website that it has not even been shipped.
Business Response
Date: 10/19/2024
Good afternoon, *******

We're sorry for any confusion regarding order *********. Upon review, a refund was entered on 10/18/24 for the missing item, Adult Plus Size Classic Maleficent Costume ********. Please allow 14-21 business days (Monday-Friday, excluding weekends and holidays) for this to process with your financial institute and the funds released back to you; please be advised, any shipping charges or sales tax will process independently of the item value, and may be received first. Attached please find a screenshot showing this refund entry into the system.

Thank you.
Initial Complaint
Date:10/18/2024
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.
I ordered this item from Spirit Halloween on September 29, 2024. Ive been waiting for delivery. I used the tracking number and its in ******** and being delivered somewhere but not to me. I spoke with **** and they said the number is not matching with my address. I cannot get a hold of anyone when I call!! I cant return something I dont have. I wanted it delivered but I absolutely need it by October 23.
Business Response
Date: 10/19/2024
Good afternoon, *****.

We're sorry to hear that you have not received your order as anticipated. We do see the original order ********* was not delivered to the shipping address on file per carrier tracking. Upon further review, it seems a replacement order was processed on 10/18/24 for this item; the new order number is ************. This order is currently in transit to you with delivery destination **********, **, tracking linked below for your review. If you have any inquiries regarding this replacement, please do not hesitate to reach out to ************** directly at ************** or via email at ************************************** for further assistance.

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

Thank you.
Customer Answer
Date: 10/21/2024

Complaint: 22440665

I am rejecting this response because:

As of right now I have finally spoken to Spirit Halloween and they are
reshipping my item. They would not expedite my item but said it would be
here by October 25th.
I will let you know if I receive it

Thank you
Regards,

***** ********
Initial Complaint
Date:10/15/2024
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 $50 costume for my son which came packaged in a clear plastic bag from the manufacturer. This was the only item I purchased so when the cashier tried to put the costume into another plastic bag at the checkout, I declined stating I didn't need a bag for just one item. That's where things got weird; she said, "No. You have to have a bag". I was taken aback by how assertiveshe was so I laughed and said, "Thanks, but the costume already comes in a plastic bag so I don't need another plastic bag to put my plastic bag in." The cashier then told me I was required by store policy to have a bag. I said, "No, this is not alcohol, my item already comes in a plastic bag, and for the love of the planet, I do not need another plastic bag." Then, she took my item (which I had paidfor at this point) off the counter, held it back from me, and called a manager to come to the register, holding up the line when I could have just left. The costumewas for my son who was with me at the time. I considered how I wanted to handle this situation, but decided that if the store employees were going to dig in this hard then so wasI. The manager came and told me it was store policy that I had to have a bag. I reiteratedthat I did not want a bag, pointing out that putting a plastic costume packaged in a plasticbag into ANOTHER plastic bag is terrible for the environment. At that point, the manager let out a huge sigh, rolled her eyes, and said "Fine, if she is REFUSING a bag we can make a one time exception". What on earth is going on with this 'policy'?
Business Response
Date: 10/16/2024
Good afternoon, ********.

We're sorry to hear about your recent store experience. We take these matters seriously and will be reaching out to management above the store level for more information regarding the referenced bag policy, as this is not a company policy. The details of your feedback will be provided as well so this may be addressed with the team at the store level. We sincerely appreciate you bringing this to our attention! If you have any additional questions or concerns regarding this experience, please do not hesitate to contact ************** directly at ************, or by email at **************************************************************.

Thank you.
Initial Complaint
Date:10/15/2024
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 placed 2 online orders for store pickup at Spirit Halloween. First order was placed 9/28/24 in the amount of $6.55. Second order was placed 9-30-24 in the amount of $70.55. On the emails I received for both orders it clearly states if you do not pick up your order with in 3 days the order will be canceled and your money will be refunded. I decided not to pick up the orders since I found a better price but the company never canceled or refunded my money. Instead they sent me a message thanking me for picking up my orders and charged me for both. When I contacted customer service ******* they stated they would issue me a refund. I then got an email for the order that was for $70.55 and it stated my refund would be $6.56. They never sent any email on the order for $6.55.I called customer service again on ******* and spoke to agent ******* who informed me they were receiving many calls from customers with this same issue of being charged for orders they never picked up. I was told they would fix this issue but it's now 10-15-24 and Spirit has not sent any email update that they have processed my refunds and I just spoke to ***** at customer service again on 10-15-24 and stated he will inform a supervisor about my situation only when I stated I will be contacting BBB about this theft the company is doing.
Business Response
Date: 10/16/2024
Good afternoon, Laura.

We're sorry for any confusion regarding the refunds for your recent online orders. Upon review, order 606743811, purchased 9/28/24 and order 606784281, purchased 9/30/24, have both been entered for refund to be returned back to your original payment method. Please be advised the sales tax is processed independently from the item value, and may be received more quickly. The sales tax amounts for these two orders are $0.57 and $6.56; at this time the remaining amounts pending for these refunds are $5.98 and $63.99. Please allow 7-14 business days for these online returns to process through your financial institute and the funds released back to you. If you have not received the full amount for one or both order refunds by 11/1/24 please do not hesitate to reach back out to Guest Services directly for further review.

Thank you.
Customer Answer
Date: 10/17/2024
[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 22424149, and find that this resolution is satisfactory to me.

Regards,

Laura Gomez
Initial Complaint
Date:10/08/2024
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.
Spirit Halloween location is refusing my return. They said since I opened the accessory bag and that the other product is a wig they cannot accept the return. This is not posted anywhere in the store, the receipt, nor was it explained to us at any point during our purchase.After talking they accepted the one return but will not accept the wig. I called corporate and asked to speak to a manager and was transferred to a voicemail with no explanation of whos voicemail it was.When I asked how they can have an in store policy that is not posted, not on the receipt, or told to us at any point than how is the customer supposed to know. They said we would have to ask.
Business Response
Date: 10/12/2024
Good afternoon, *****.

We're sorry to hear about your recent store experience. The return policy posted online does list that wigs are non-returnable and cannot be brought back for refund or exchange. However, we understand there was no adequate signage at checkout and this policy was not communicated during the purchase. A member of ************** as reached out to you directly regarding this matter; for further assistance with this item refund, please reply to that communication with the requested information.

Thank you.
Initial Complaint
Date:09/27/2024
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 havent received my order i contacted ***** they said they may have delivered to wrong address contacted the store and no resolution no answer ********* i would like to be refunded
Business Response
Date: 09/28/2024
Good afternoon, ******.

We're sorry for any confusion. Records indicate you reached out to the merchant regarding a package received 9/27/24 missing costumes. All items were shipped in one package with the carrier weights matching warehouse records, so a claim was filed on your behalf with the shipping carrier for the missing contents. This claim was submitted to ***** on 9/27/24 at 6:12pm and will likely begin processing after the weekend as carriers operate business days, Monday-Friday excluding holidays or weekends. Please be advised, carrier claim investigations can take up to 21 business days to process once submission is confirmed by the carrier before results are made available. If you suspect theft may have occurred after the package was delivered, please file a non-emergency police report and provide a copy of that report to ************** for further assistance.

Thank you.
Customer Answer
Date: 09/28/2024

Complaint: 22351022

I am rejecting this response because: being told to wait for a claim the box was sealed so how is ***** responsible if they didnt package my order its Spirit Halloween responsible for my items not being in the package i should be getting a refund not being told to wait when ***** didnt package my order

Regards,

****** ********
Business Response
Date: 09/30/2024
Unfortunately, due to the matching weights leaving the warehouse and on the delivery records, we do need to follow policy and follow the claim/investigation process before a refund can be processed. We apologize for any inconvenience.
Records indicate that all items were shipped in one package with the carrier weights matching warehouse records, so a claim was filed on your behalf with the shipping carrier for the missing contents. This claim was submitted to ***** on 9/27/24 at 6:12pm. Please be advised, carrier claim investigations can take up to 21 business days to process once submission is confirmed by the carrier before results are made available. If you suspect theft may have occurred after the package was delivered, please file a non-emergency police report and provide a copy of that report to ************** for further assistance.
Please let us know if you have any additional questions or concerns!
Initial Complaint
Date:09/15/2024
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.
The business has not attempted to resolve the problem. I have asked the tech squad what there alternative options they have when parts are no longer available for there animatronics. In a previous email sent in a reply on September 9th 2024 at 8:22am, the zombie tech squad representative stated, "In case the part is not in stock for any reason, we will contact you immediately to discuss alternative options." The business clearly has alternative options if part is not in stock. None of those alternative options have been shared to me. While the business states they have not had this specific animatronic in stock since 2022, the animatronic that I have had nothing but issues with still comes up on a ****** search under there website. It gives a sense of false advertisement as well as information no communication regarding there alternative options.
Business Response
Date: 09/16/2024
Good evening, Alen.

We're sorry to hear that you are having difficulty with the Harvester of Souls Animatronic and have not received communication about the alternative options for assistance explored. Upon review, there are possible options available if a guest has trouble with an item that is no longer active online/in stores. At this time, records show that the parts needed for your Harvester of Souls Animatronic are not available in the existing inventory, cannot be swapped out from an alternate prop, and the plastic is not able to be repaired or 3D printed for replacement. This item was purchased July 2022 and is past the Double Halloween Promise offered on animatronics. Any item that is no longer in stock to provide from a warehouse or store will receive a 'Sold Out' status and the page removed from the website. After that time, the item is no longer searchable through the website itself; however if you use a third party search engine, past web pages that are no longer active can still appear. These pages will list the 'Sold Out' status to indicate it is not currently in inventory. Unfortunately, there are no additional options for assistance available for this item. If you have any inquiries or concerns regarding other animatronics, please do not hesitate to reach out to the Zombie Tech Squad directly for assistance.

Thank you.
Customer Answer
Date: 09/16/2024

Complaint: 22288965

I am rejecting this response because: I have an email stating from a Zombie Tech representative that clearly states if we do not have the parts available, we can look at alternative options.
I have the email stating this and as a consumer reading the email, it clearly would suggest that there are some other alternative options, regardless of parts being unavailable to the consumer.
A consumer cannot be held liable for the fault of miscommunication from a customer representative of the store.
I am happy to forward the email of said comment regarding alternative options to be reviewed.
Regards,

Alen Zdralic
Business Response
Date: 09/18/2024
Good afternoon, Alen.

We apologize for any confusion. At this time, all alternative options for assistance have been explored but further assistance is not available. We're sorry to hear that the alternative options explored for your item were not explicitly communicated as anticipated during correspondence with the team. To review the options that were explored as previously outlined: the Harvester of Souls parts needed for your animatronic are not available in the replacement parts inventory to be shipped from the ************ There are no equivalent parts from an alternate prop available to be swapped out. After evaluating the information provided, it was determined the plastic is not able to be repaired and there are no available options for 3D printing to replace the damaged plastic. Unfortunately, there are no more alternative options to explore for assistance for this item. If you have any inquiries or concerns regarding other animatronics, please do not hesitate to reach out to the Zombie Tech Squad directly.

Thank you.
Initial Complaint
Date:09/10/2024
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 placed an order with Spirit Halloween on 8/30/2024. I specifically paid for overnight shipping, expecting delivery by 9/2/2024 as promised on Spirit Halloween's order checkout page.Despite paying for overnight shipping, my order was not shipped until 9/3/2024, the day after the promised overnight delivery date. Furthermore, the order was shipped via regular mail, not overnight as charged. As a result, my order arrived on 9/9/2024, 10 days after I placed it, and a full 7 days after the promised delivery date.When I contacted Spirit Halloween to request a full refund for the overnight shipping fee, they refused. I was only offered a partial refund. This is unacceptable, as the company failed to fulfill its end of the agreement by not shipping the order overnight as promised while charging me the overnight shipping fee. Tracking number ******* **********************
Business Response
Date: 09/11/2024
Good afternoon, Baykal.

We apologize for any confusion, all shipping dates provided in checkout are listed as 'Estimated Delivery Dates' and may not account for federal holidays or other service delay variables. Upon review, this order was placed going into the Labor Day holiday weekend and processed for shipment on the next available business day, Tuesday 9/3/24. We do see the order was sent out with Express shipping, which delivers in 2-4 business days. As this was not the shipping method chosen and paid for, the remaining shipping charges have been entered for refund. Please be advised these refunds are processed by item, so you will see multiple smaller amounts adding up to the total Overnight shipping cost paid, $32.99. This will process back to your original payment method within 7-14 business days.

Thank you.
Customer Answer
Date: 09/11/2024
[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. Thank you for your help BBB!
The following message is for Spirit Halloween:
"While I appreciate you finally issuing the full refund for the overnight shipping I paid for but did not receive, I am extremely disappointed that it took a BBB complaint to reach this resolution.
During my online chat with your customer service, I pointed out that the order was not shipped overnight as promised, and I requested a full refund. At that time, you were fully aware that the shipment was not overnight as I had paid for. Despite this, you refused a full refund and offered only 50%. I understand that unforeseen delays can occur, but this was a clear case of your website providing an incorrect delivery date and your company failing to fulfill the service paid for.
Its unacceptable that I had to resort to filing a BBB complaint to receive the refund I was rightfully owed from the very beginning. This experience has seriously damaged my trust in your company, and I will not be doing any business with you again."
Baykal Cakici
Initial Complaint
Date:09/06/2024
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.
I originally wanted to purchase online and pick up in store but said no stores in my area had them. So I placed the order paid shipping and was also charged over size package shipping as well. So next day after I placed order I decided to go to a store see what they had and look at that the item I ordered was at a store . So they are making there customers place order and charge for xtra shipping in which I could have walked into a store and gotten item.
Business Response
Date: 09/08/2024
Good afternoon,
Thank you for reaching out to us! When placing a Buy Online, Pickup In Store Order, the order is taken from the existing stock in a store location. If the location's inventory levels fall below a certain level, that item is no longer available for BOPIS pickup, even if there are still a small number of physical units in the store. This is to prevent guest placing orders on low stock items which may sell out and result in a cancelled order. Please let us know if you have any additional questions or concerns and have a great rest of your weekend!
Customer Answer
Date: 09/08/2024

Complaint: 22250640

I am rejecting this response because:

The website said out of stock but I went to a store near me and they had this so I was forced to pay shipping when I could have just gotten it at store .

Regards,

***********************
Business Response
Date: 09/10/2024
Good afternoon,
As stated, our buy online, pick up in store feature will only be an option if the store inventory is above a certain amount. This is due to there sometimes being a 2-3 hour period before your order is processed and ready for pick up. As our store employees process the orders, during peak business hours they are sometimes occupied by guests in the store and unable to process orders. If the inventory is low, a customer could walk in and purchase the remainder of the desired item before the store is able to process the pick up order. We have this limit to ensure we do not set our guest's up for the disappointment of a cancelled item/order. When an item is not available for in store pick up, guest services can confirm if the store will be receiving more inventory of the item. New inventory received by a store will not be added to their stock until the shipment is processed and scanned in. Once this is completed, the item may be available for in store pick up again, depending on the quantity. We do not offer a ship to store option.
We sincerely apologize for any inconvenience or frustration surrounding your online order. If you would like to return the item to our warehouse and purchase the item in store, we would be happy to further assist you with that. As all animatronics have an oversized shipping fee charged by the carrier, we are unable to refund the shipping fees paid for your online order.
Thank you.

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Spirit Halloween is NOT a BBB Accredited Business.