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:10/18/2024

  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.

  I purchased a costume for my child through their site (10/15/2024). It is advertised as a .ca site, so I was under the impression that it is a ***************** The item arrive, and wasn't as shown/detailed, so i began a return. They wanted to charge a fee to return. They then told me that they have a blackout period for returns, which was not specified at the time of purchase, so they wouldn't accept it. When I argued, they said that it was an international returnturns out they are a US company posing as Canadian. When I contested this, they ended my call and won't follow up on any communication. This company completely misrepresents itself to prey on customers. It's grossly inappropriate, and they could have just as well put anything in a bag and ignored me. I want a refund of my purchase and to flag that they should not being doing business in ******.

  

  Business Response

  Date: 10/18/2024

  Hi Ian, 

  I'm so sorry for the miscommunication, we could have definitely allowed that return but I've gone ahead and refunded you in full and you don't need to send it back. If you can't use the item, please feel free to donate that to someone who can use it. 

  Thank you, 

  Justine

  Customer Service Manager

  Customer Answer

  Date: 10/18/2024

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22440124, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:10/14/2024

  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.

  Costume came and it was HUGE. Claimed to be *****. I start a return via the website and it tells me Im not eligible. (Also its telling me Id be paying a 18% restocking fee? Im sorry no. For their poor sizing, thats not my problem.) Well, its fully eligible Im trying to return the item THE SAME day it came. So I try live chat, wait 40 minutes. Try calling simultaneously and it says Im number 26 in line. You can hardly find an email for this place. Its shady and theres many complaints about them.

  

  Business Response

  Date: 10/14/2024

  Good day, 

  It appears that we did set up a full product refund and sent you a free return label for the item to be returned at our cost and I do see that a new order was placed for the size that should hopefully work out better for you! 

  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  Date:10/14/2024

  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 costumes and they were shipped *****. They have a problem delivering packages compared to any other delivery carriers. Never recieved the costumes and was told I'm SOL. Not their problem and to call *****. My children will not have costumes this year. I cannot afford to repurchase

  

  Business Response

  Date: 10/14/2024

  Good morning, 

  According to the ***** tracking this does look like it was delivered to your address, and without the purchase of our minimal cost Package Protection we offer, we are not able to reship or refund this since it was delivered. You are welcome to follow up with ***** to ask about the delivery to see if they have further information. 

  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  Date:10/07/2024

  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.

  HallloweenCostumes.com notified me that my order was delivered. This was Order #******** placed on 9/29/2024. They said that it was delivered on 10/3/24. It was not delivered then. I never accepted any package. Then their costumer service told me that they refused to refund me, and I should take up the matter with the police. They accepted money from me for a product that they never provided.

  

  Business Response

  Date: 10/07/2024

  Good day, 

  According to the FedEx tracking this does show delivered to the address that was provided at checkout and you had not purchased our Package Protection so if you have further questions regarding this, you are welcome to follow up with FedEx. 

  Thank you,

  Justine

  Customer Service Manager

• Initial Complaint

  Date:09/25/2024

  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 was sold a defective item and they will not refund or replace the item. It broke within a week of using it.

  

  Business Response

  Date: 09/25/2024

  Good day, 

  It does look like you have had the order since July 31st, and we do ask that customers reach out within 14 days to indicate if there is anything wrong with the order. Since we are outside of that time frame, our resolution options are very limited. At this point I can offer either a 30% refund to keep it as is, or I can generate a $30 gift card code for a future purchase. 

  Please let me know how you'd like me to proceed. 
  

  Thank you, 
  

  Justine

  Customer Service Manager

• Initial Complaint

  Date:03/28/2024

  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 the transaction - March 22, 2024 The amount of money you paid the business - $96.74 + return shipping fees What the business committed to provide you - Halloween costume; refund for unused garment returned within certain timeframe What the nature of the dispute is - I returned an unused garment to the company for a refund because it did not fit. I ended up buying the next size up. I tried the previous one on and put it immediately back in the box it came in. Months later after I had already shipped it back for a return, my credit card was charged for the item. They said they rejected my return, threw out the garment, and charged me because they found hair on it. This had been sitting for God knows how long at their warehouse and they blame me for it not being pristine. They refused to refund me after I contacted them about the charge.

  

  Business Response

  Date: 03/28/2024

  Good day, 

  We have reviewed the photos of the item that was returned and it was damaged and covered in pet hair, however due to the length of time that it has taken us to process the item we have made a one time exception to the policy and have refunded that charge that was placed on your card on March 21st. You should see the credit back to your method of payment in a couple of business days!

   

  Thank you, 

  *******

  Customer Service Manager

  Customer Answer

  Date: 03/29/2024

   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. Although their claim that the item was damaged is unequivocally false, I am satisfied that they promise to refund me for the credit card charge recently imposed.

• Initial Complaint

  Date:03/11/2024

  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 for a dress for my wife and in the cart it says no returns but it said nothing about not being able to exchange the dress for a different size. Im trying to do an exchange and Halloweencostumes.com is refusing even though their policy in the cart does not state you cannot exchange the item. I need someone from their company to work with me on exchanging the dress for another size.

  

  Business Response

  Date: 03/11/2024

  Good day, 

  I sent you an email at 11 a.m. (CST) today to indicate we would set up an exchange for you if you'd like to reach out through our online Live Chat platform. 

  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  Date:02/07/2024

  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.

  They charged my account over a hundred dollars over a costume they sent to me that I did not order. I sent it back and am still waiting on my refund. They said the refund could take awhile and it has been a very long time and I believe they have no intention of refunding unless made to. And this is not right. People need to be aware of what they are doing. Seriously *** never had to deal with this kind of fraud in my life. Im 44 years old lol. I will never do business with them again. And thats a shame.

  

  Business Response

  Date: 02/07/2024

  Good day, 

  As part of the replacement order process we do require that the first item be returned to us, even if it was the incorrect item sent in the first place. We make this an easy process by providing you with the return paperwork as well as a pre-paid return label.  Being that we hadn't received that back from you, we begin to reach out multiple times via email correspondence in the hopes that it was just an oversight and the product could still be returned at our cost. Since we had not heard from you, nor seen movement on the return label provided, you were charged for the product. 

  I do see it was eventually returned, and delivered, so I have credited you that additional charge. 

  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  Date:01/24/2024

  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 a Halloween costume from this company end of September/ beginning of October. It was a plus size ***************************** costume. It was not cheap, it was 87 dollars. When I opened the package it was not what I ordered. It did not have a label in the package so I couldnt even tell what the costume was supposed be. It appeared to be some sort of animal costume but with no packaging information it was very hard to tell. I contacted customer service and they were great about sending me what I actually ordered. They sent me the return slip for the wrong package I received and when I did not send it back right away, they charged my card another 87 dollars. I was outraged as its not like I had 2 costumes of what I originally ordered that were worth that amount. They were charging me an additional *************************************************** no way worth that amount, and not my fault their distribution center sent to me. So I contacted them and was told once the package was shipped, Id be refunded. Shipped the package then was told, it hadnt left the center and I needed to contact them. Again, I was so upset as now Ive done everything this company has asked. Spent my time, gas and printer ink to fix this companys mistake and it is still somehow my problem to get the money back I feel they stole. Now I logged in and seen the package was received by them on 1/8/24 so I contacted them again and asked when Id be receiving my refund as Ive done everything theyve asked and now Im told it can be an additional 2-4 week for processing. Im very upset again bc this is not my fault they sent the wrong item. I shouldnt have to double pay for their mistakes and then be forced jump through hoops and wait months to get money that is rightfully mine and I feel they stole and had no right to take.

  

  Business Response

  Date: 01/24/2024

  Good day, 

  Thank you for sending that incorrect item back to us, I have refunded you the additional charge as of today. You should see that credit of $85.98 back to your **************** within a couple of business days. 

  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  Date:01/02/2024

  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.

  This is not the first time I have bought from this company but every single time I do and I have a problem with the sizing of the costume or the shipping delays or just the incompetent people that they hire to work for them. I can't believe I keep going back to them. They are very bad with customer service you have to stay on them over and over and over again to ensure that you get a refund or to ensure that you try to get a costume that is the correct size. I for the life of me do not understand how this place stays in business other than that they have very little competition for more of the plus size costumes and yet people who are of a heavier set nature and want to dress for Halloween or some other holiday and don't want to have to pay custom fees for a costume come to them. But when it comes to the point that you have to call your bank to try to get your money back because they are not refunding your money I feel like I have no their option but to leave a complaint here. It's not to try to hurt them this is to try to help them be better as a company and serve their customers better but when they are unable or unwilling to do that it makes you not want to buy from them because you don't want the headache and the hassle that come with it. But this should also serve the others that are considering using this company take caution take caution you may end up having major headaches with this company as have I over the years l

  

  Business Response

  Date: 01/09/2024

  Good day, 

  I'm sorry that the first order from ** didn't arrive, I do see that we sent you a replacement order and refunded your shipping fee at that time. It sounds like the replacement order didn't work for you, so that was returned and as of today I have refunded you for the original order. The refunded amount was $70.03 (since your $14.99 shipping was refunded in early October) and you should see that credit soon. 

  Thank you, 

  *******

  Customer Service Manager

  Customer Answer

  Date: 01/13/2024

   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. I just feel that it's sad that I had to not only turn them into the Better Business Bureau but also report them to my bank before I could ever see a refund that is very bad business practice.