Complaints

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

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  Halloween Costumes.com

  2080 Lookout Dr North Mankato, MN 56003-1713

  
• 

  Halloween Costumes.com

  1415 1st Ave Mankato, MN 56001-3001

  

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:11/06/2024

  Type:Product 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.

  Ordered a police costume for Halloween and it showed up damaged. The hat was all messed up and the plastic handcuffs were broken. Sent the company an email and they closed it with the following message. I also sat on chat for a century and nobody responded to me. "Unfortunately, we have not been able to respond to the large number of emails that we've received over the last 2 week, and we sincerely apologize for the lack of response. Due to the amount of time that has passed, your email has been marked closed, with the hope that you've been in touch with us through another form of communication. If you still need assistance, we highly recommend reaching out on our live chat service, by giving us a call, or messaging us on social media. "

  

  Business Response

  Date: 11/07/2024

  Hi there! 
  
  I sincerely apologize for the costume arriving in that condition, and for any difficulty you've had in getting in touch with us. I've just refunded your order in full, and you should be seeing that reflected in your ****** shortly. Please let me know if you need anything else!
  
  
  Thank you,
  *******
  Customer Service Manager

  Customer Answer

  Date: 11/07/2024

   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.

• Initial Complaint

  Date:11/01/2024

  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 purchased some halloween costumes, the package was misprepared, missing items, so they refunded me for what i found missing. I returned the rest of the order due to not having the complete order and then not needing the rest of the items. Once returned, i received part of my refund but not the rest, so i called them, after being on hold for AN HOUR, they told me there was a little ribbon that was missing so the costume cannot be refunded, i never saw a ribbon even in my package which i told them, they said their is nothing they can do. SO, basically they pocketed my costume, kept that, did not refund me. I feel so scammed and frustrated and want my forty some dollars back!!!

  

  Business Response

  Date: 11/01/2024

  Hi there, 

  It does appear that the item you returned was missing some of the pieces, at this time I have allowed the refund to be processed to a gift card for your refund. You should see that credit to your email soon. 

  Thank you, 
  *******
  Customer Service Manager
  

  Customer Answer

  Date: 11/06/2024

   I am rejecting this response because:
  A ribbon was returned, i didnt open the package even, i only was a refund to my card where i purchased it.
  
  

  

  Business Response

  Date: 11/08/2024

  Hi again!
  
  I'm sorry for the frustration. I've just processed the remainder of the refund to your credit card, and you should see that reflected in your account within a couple of business days. 
  
  Thank you,
  Justine
  Customer Service Manager

  Customer Answer

  Date: 11/11/2024

   I am rejecting this response because:
  
  i still do not see a refund

• Initial Complaint

  Date:10/29/2024

  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 ordered a Halloween costume on October 12th, standard business shipping 4-6 days. Should have arrived by Oct. 21st, received shipping confirmation with new arrival date of Oct. 23rd. Package has yet to arrive. I have tried to contact the business by phone on Oct. 25th (there were "120 calls ahead of me") and was to caller 80 (53min & 45 sec later) when my call was dropped. I emailed the company the same day and have not received a response. When I click the link to track my package, *** says it doesn't have the package in it's possession yet.

  

  Business Response

  Date: 10/29/2024

  Hi there! 

  I'm sorry that this didn't arrive for you, I have refunded you in full and you'll see that credit soon. 

  Thank you, 
  *******
  Customer Service Manager

  Customer Answer

  Date: 11/04/2024

   I am rejecting this response because:  The refund was not credited to my account.  
  
  
  

  

  Business Response

  Date: 11/07/2024

  Hi again!
  
  I sincerely apologize, as it looks like there was an error when processing the refund originally. I've just processed that again and made sure that it went through without any issue, and you should now see that reflected on your account within 1-3 business days. 
  
  Thank you,
  *******
  Customer Service Manager

  Customer Answer

  Date: 11/10/2024

   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.

• Initial Complaint

  Date:10/29/2024

  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.

  THIS order was placed 1st. one item (pug costume was too small). I needed it quickly so I was told by Halloweencostumes.com that they would create a gift card for me and I'd have to pay for shipping to order the next size. I did that (you'll see 2nd order below).I have since returned the Pug costume (it was too big when it came again)Dalamation costume - my son hated. When I chatted with support, they told me I would NOT have to get a gift card again since i was returning all items. Halloweencostumes has processed only the pug return and given me $32.79 in a gift card (NOT EVEN THE FULL AMOUNT) I paid for shipping separately, 7.99 for the return so I should not be charged for that.The dalmation costume was returned in the same box and no response. I have emailed, called and tried chatting with no response. I tried calling again today, i was caller 109 in line.I'm on hold on chat where it says 120 minute wait.I want my refund of $71.98 back to my ****** or a check but not a gift card. I will never use this company again.Invoice Details for Order # ******** Amount Payment Method Status $78.97 ****** Account Sale on Sep 12, 2024 Products Ordered QtyItem #SizeProduct NamePriceTotal Price 1FUN2671CH-LLargeKids Dalmatian Dog Costume$39.99$39.99 1FUN6413CH-SSmallKids Pug Costume$39.99$39.99 Subtotal:$79.98 Discount:($8.00)Subtotal After Discount:$71.98 Receive By 9/20/2024$6.99 Grand Total:$78.97 Invoice Details for Order # ******** Order Number: ******** Order Date: 9/29/2024 1:09 PM CDT Carrier: ***** Tracking Number: ************ Payment Information Amount Payment Method Expiration Status $39.99 Gift Cards Sale on Sep 29, 2024 $9.99 ****** Account Sale on Sep 29, 2024 $7.99 **** ************0367 08/2026 Sale on Oct 8, 2024 ($32.79)Gift Cards Refund on Oct 27, 2024

  

  Business Response

  Date: 10/29/2024

  Good day, 

  I have refunded your first order in full and you'll see that credit soon. 

  Thank you, 
  *******
  Customer Service Manager

• Initial Complaint

  Date:10/28/2024

  Type:Product 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.

  Date of online purchase from ***********************************************: Wed. October 23, 2024 Paid via MasterCard Amount paid: $741.32 (including $77.35 tax and $68.99 priority 1 day shipping)Items purchased: 28.5" Zero Prop ($41.99) and 5.8' ***** Animatronic Prop ($552.99)After careful review of the website, customer reviews and online advertisements, I purchased the above items for personal use as Halloween decorations. They were advertised in NEW condition at a premium price and additional cost was incurred to ship them prior to October 31.Items were received on October 24, 2024. The Zero Prop was in new condition. The ***** Prop was delivered in a severely damaged box. The ***** delivery person indicated that they had received the box in that condition. I took pictures of the damaged box before opening. When opened, pieces were strewn about the box with no protective packaging or original instructions. Several pieces appeared used / dirty and had dead flies on them. Clothing was torn out of original packaging. Included in the box was a prior return receipt from **********. This purchase was not made by me through **********. The presence of the return receipt from ****** indicated to me that this was a previously purchased and previously returned item through another company. I believe it may have been fraudulently obtained from ****** and resold as new through halloweencostumes.ca.I attempted to contact the company on October 24th via email, phone and live chat to no avail. I finally reached customer service on October 25th via phone and was told "systems were down yesterday". The *** requested that I submit pictures of the damage and contact them again through the live chat to escalate the matter. I sent an email with pictures then contacted live chat. I was asked to send pictures again through live chat. I spoke to a *** who put me through to a supervisor. I was told that they would not consider refunding me until I shipped the item back at my cost.

  

  Business Response

  Date: 10/28/2024

  Good day, 

  I'm sorry to hear that this happened, I have just refunded you in full and you should see that credit back to your method of payment soon. You do not need to return anything to us. 

  Thank you, 
  *******
  Customer Service Manager
  

  Customer Answer

  Date: 10/29/2024

   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.

• Initial Complaint

  Date:10/25/2024

  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 purchased my daughter's costume on 10/17 w/ expedited delivery, so that we'll have it here 3 days (Wednesday) before her annual Halloween Party on Saturday. Of course, I tracked this order closely to ensure that this order on time, and in the interim, I ordered the family's costumes on a separate site which I received the very next day w/o issue. On Tuesday, I noticed that there wasn't any additional movement on this package for 2 days, it was literally sitting at the hub that will deliver this load. So I called customer service to say I believe that this load might be lost as it's not moving anymore and that I need a replacement sent out immediately for a Thursday delivery so that I'll have this in my hands in time for the party. The *** spoke w/ their Lead who approved the replacement; however she approved the replacement to deliver on Friday, which is literally one day before the party. I expressed concerns over this, and requested again to deliver the replacement on Thursday, so that we could have a buffer, just in case anything happens, we'll at least have an additional day to correct it. But NO, they approved it for Friday anyway. Ok, I don't really have any other options at this point, so the order was replaced for Friday delivery. I'm still watching like a hawk for the original and the replacement order, hopeful that the original would show up any day now. On Thursday evening, I received a text from ***** stating that my delivery has now been rescheduled to Saturday EOB, which is completely UNACCEPTABLE!!! I immediately called ************ Thursday evening, but was caller 111 so I hung up and called back 1st thing Friday morning (7:26AM). I explained to the *** that I was highly upset, because I saw this coming, and that I needed to have another replacement sent for 1st AM delivery on Sat because my daughter now does not have a costume for her very own party!...but was told NO! If this doesn't deliver by 10AM tomorrow, I'll have to cancel the party. ******

  

  Business Response

  Date: 10/28/2024

  Good day, 

  It looks like all 3 of the packages have now arrived, so I have set up two free return labels to return two of those to us

  Order 27359710: *****************************************************************************************************************

  Order 27080720: *****************************************************************************************************************

  I'm glad that these all arrived for you, and if you have further questions let me know. 

  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  Date:10/25/2024

  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.

  Ordered 10/4 order number 25661888.Contacted them 10/16 and was told nothing they could do just wait for package to arrive on 10/23. That day came and went still no package and they said nothing they can do.

  

  Business Response

  Date: 10/25/2024

  Good day, 

  It appears that your first order is out for delivery today with the post office and that tracking can be found here: ********************************************************************************

  Thank you

   *******

  Customer Service Manager

• Initial Complaint

  Date:10/23/2024

  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 ordered what I thought were Thing 1 'AND' Thing 2 costumes in a toddler size (at a price that would indicate two matching costumes) and received one Thing ************* a kids's size. Their website indicates "no returns or exchanges for orders placed between October 6 and November 5." Therefore, I am unable to return even though the order is dishonest and incorrect.

  

  Business Response

  Date: 10/23/2024

  Hey there, 

  In looking at the website we do list that it is just 1 jumpsuit, Two felt numbers are included and a wig

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

  We do have a blackout date time frame for international returns on the website at this time, but if you'd like to reach out through live chat we can waive that and have you return it for a refund. 

  Thank you, 

  *******

  Customer Service Manager

  Customer Answer

  Date: 10/24/2024

   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.

• Initial Complaint

  Date:10/22/2024

  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 ordered a women's size small "****" costume for my daughter to wear in the mail. The confirmation and following delivery update emails all showed the image and name of the costume, but when the package arrived, the order contained only a small set of monkey ears and a tail.

  

  Business Response

  Date: 10/22/2024

  Hey there!

  I'm so sorry that you received the wrong item, it does look like you were able to reach out and we've got your original item on the way. As stated you do not need to return that wrong product you received. 

  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  Date:10/21/2024

  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 Halloween costume for my child & payed for express *************** sent me the wrong items. They are impossible to get in contact with to file a complaint. I waited on the phone line for 30 minutes because I was *****************. I tried to message them on ******** & via live chat with no response, therefore not resulting in a resolution. Please be mindful that this is to no fault of my own but if I ship it back I will have to pay for shipping fees and a 18% restocking fee.

  

  Business Response

  Date: 10/21/2024

  Good day, 

  It does look like you were able to reach out, and we were able to get the replacement sent for you and provided you with a pre-paid return label to send back what you received in error. 

  Thank you, 

  *******

  Customer Service Manager