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:12/12/2023

  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 returned my items back in October before Halloween and have not received a refund. *** called serval times and have been told to within x amount of time I should be getting an email as they have been received to the warehouse and just need to be processed. Those times have passed and exceed the already excessive wait time for a return. I would just like a refund for my items I send back.

  

  Business Response

  Date: 12/15/2023

  Good day, 

  I have refunded for the returned item and you should see the credit of $23.75 in a few business days. 

  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  Date:12/11/2023

  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 recently made a purchase from halloweencostumes.com other site, fun.com (but they billed under holloweencostumes.com) for a hufflepuff mystery box as a christmas gift for my partner. I accidentally double ordered, and immediately reached out to customer service who assured me that my order was cancelled and i would get a refund. When the order(s) shipped. i noticed there were two. One going to my billing address, and one going to my partners house number, street, and city, but with my billing state and zip. Once again reached out immediately, and was basically told its not their fault and they wont help.

  

  Business Response

  Date: 12/11/2023

  Good day, 

  At this point we have refunded you for the purchase, you should see the refund of $15.98 back to your Apple Pay account. 

  Thank you, 

  *******

  Customer Service Manager

  Customer Answer

  Date: 12/11/2023

   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:11/21/2023

  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 paid $69.30 for a Rainbow Brite costume and wig. I returned both unused items back to the merchant. I spoke with a customer service representative about my refund. The employee told me that I would not be charged a shipping label charge of $7.99. Further more, the employee told me that I will be charged a restocking fee of ****************************************************************************************************************** the wig. However, I was still charged the $7.99 and the 18 % restocking fee. After waiting for 4 weeks for my refund, I never received it. I then proceeded to contact customer service. I told them that I had sent both the costume and wig back 4 weeks ago and I havent received my refund. The employee then put me on hold for 10 minutes. Afterwards, the employee told me that I will get a refund of $57.84. The merchant gained a total of $11.16 minus the shipping label charge of $7.99. I think it was ridiculous that I was charged a shipping fee in order to return the products back to the merchant and also was charged a restocking fee of 18%. I think this was an unfair business practice because other businesses doesnt charge customers a shipping fee when returning products. Additionally, I dont think I should have been charged a restocking fee when I didnt even wear the costume or the wig. Furthermore, if I hadnt contacted the merchant the second time, I dont think I would have gotten my refund back. I would like a refund for the 18% restocking fee and the $7.99 shipping fee. This business is unethical and I will never patronage this business again in the future.

  

  Business Response

  Date: 11/21/2023

  Good day, 

  As per our return policy, when customers are returning items for a refund to their payment there is an 18% re-stocking fee withheld, along with needing to pay for a return label which was the $7.99 charged to you during the returns process.  We do offer the option to be refunded to a store credit and we provide a pre-paid return label if that option is chosen, but it appears you opted to not go with that choice and instead wanted your payment refunded. 

  At this point we do not feel it necessary to refund the appropriate fees that are available on our website. 

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

  Thank you, 

  *******

  Customer Service Manager

  Customer Answer

  Date: 11/21/2023

   I am rejecting this response because:
  There is no disclaimer regarding their return policy on their website. I was only educated about their return policy when I contacted customer service. If I would have known about their unethical return policy prior to my purchase, I would have never bought products from them. Furthermore, I never received my refund even after returning the items, until I contacted the business 4 weeks later. This business is a scam. I will tell everyone I know to not patronage their business. 

• Initial Complaint

  Date:11/06/2023

  Type:Order 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 Halloween costume from this company and it never arrived. They refuse to send another or refund the order. Halloween passed, I had to buy a last minute costume elsewhere.

  

  Business Response

  Date: 11/08/2023

  Good day, 

  After filing an investigation with ***** they have indicated this was delivered properly to the address on file and left with the leasing office. 

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

  We are unable to provide a resolution as this was delivered via our courier to your address. 

  Thank you, 

  Justine

  Customer Service Manager

  Customer Answer

  Date: 11/09/2023

   I am rejecting this response because:
  The leasing office does not have it. Nor was it delivered to this address at all. Not in the lockers, not in the office, no where to be found.  
  I do not believe they actually shipped the item and I am fairly certain this company is a scam. I have never had issues with deliveries at this apartment complex. These are luxury apartments and package thieves arent a thing out here. I cannot believe that Im out $60 because they looked into it. Seriously?  

  

  Business Response

  Date: 11/09/2023

  Good day, 

  As previously stated ***** indicates on the tracking that this was delivered to the address provided. Here is a link to your invoice for the order

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

  And here is a link to the ***** tracking for the order

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

  We recommend reaching out to ***** should you have further questions about this delivery. 

  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  Date:11/02/2023

  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.

  Hello, I ordered 3 outdoor items on Thursday from Halloween.com and paid expedited shipping for them to arrive prior to Halloween the following Tuesday (5 days from my order date). I received a package on Saturday and when I opened it, it only had a single item in it. No problem, there must be a second package coming. When I checked the tracking info via ****** there was no second package and no additional tracking number. On Halloween day I called to find out where my other items were but they were closed. The next day I reached them and they indicated I need to file a claim with ****** When I explained that wouldn't do anything because the ***** online info indicated the package was delivered, they told me that the package weighed 10 lbs and therefore contained all of my items. The box I received had a single item in it. It was too small to hold 3 items, but it may have been able to fit 2. Clearly whoever packaged the box didn't pack my full order because it couldn't have fit in the box (11 x 11 x 14). Try to fit my order in this box and you'll see. I also weighed the package with the original contents and it only was 3 lbs, discrepant with the 10 lb label. When I explained the issue was with packing and not resolvable by ***** they said my only option was to contact ****** This is going to be an additional huge waste of my time. I would simply like to receive the 2 items I didn't get and only pay regular shipping for them. My total order was $92.39 with expedited shipping. The single item I received was $29.99. I don't want to waste my time going through ***** when there is no possible resolution there because the error occurred prior to *****. Not being willing to work with me on this and dumping me on ****** knowing there is no resolution there, is not ok. I am not ok for the company to keep my money for items I never received.

  

  Business Response

  Date: 11/08/2023

  Good day,

  I have consulted with the shipping department who packed this order and it appears all 3 items were sent - the tracking does also indicate this had a weight of 10 lbs. 

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

  It does not appear that the package has been damaged or re-taped in the delivery photo but if you believe something might have happened to it in transit you can reach out to ***** for more information.

  Thank you,

  Justine

  Customer Service Manager

  Customer Answer

  Date: 11/14/2023

   I am rejecting this response because:
  I paid for 3 items and only received 1 of them. I need them to please send me the missing items. The package was not tampered with, it was never packaged with all the items in the first place. If you try to package my full order in the size box you sent you will see it cant possibly fit. Please dont s**** me out of my order - I have paid for items I didnt receive. Why will you not help me with this? Can you please send me the missing items and credit my expedited shipping? 
  
  

  

  Business Response

  Date: 11/15/2023

  Good day, 

  I have confirmed with my Shipping Manager that this box does in fact fit all 3 of the items that were ordered, and based on the fact that the tracking for the order shows 10 lbs it would appear all 3 items were included. 

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

  As a courtesy, I can refund to a gift card if you would like. Please let me know when you can and I will initiate that. 

  Thank you, 

  *******

  Customer Service Manager

  Customer Answer

  Date: 11/17/2023

   I am rejecting this response because:
  
  Thank you for the offer of the gift card - I will decline. What I would have preferred is that the missing items get shipped to me as I originally asked over the phone and here. I am not trying to get something for nothing. I have asked repeatedly that you try to put my full order in the box size that was shipped and for your shipping group to tell you it fits means they didnt actually do that. I cant explain why the box said it weighed 10 lbs when it actually only weighed 3 unless this was a projected weight rather than an actual weight, which is often how labels are generated. Nonetheless, I have put a dispute charge on the 2 items that didnt arrive plus 2/3 of the expedited shipping cost to pay for what I actually received. Im disappointed with how this was handled, specifically the repeated implication that I am lying about my order, and Im wondering if shipping partial orders is something you do to make more money, since clearly the focus is on keeping my money rather than fixing my problem. 

• Initial Complaint

  Date:11/01/2023

  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 what was supposed to be quality skeleton gloves for my 12 yo son for Halloween. Order placed 10/11/23. It arrives 10/17, I picked it up 10/18 (Wednesday). I take it to my son, he opens *** ***** in a cheap clear plastic wrap thats sealed by a paper w/the product name/description thats a little bigger than an index card ***** stapled to the plastic by 2 staples. The paper was moist & literally crumbled & the gloves are SO big they wouldnt fit an adult. Their site said 30-day return policy, but now theyre saying they have a 14 day policy on reporting damage, & it says that if you refund & not in the original packaging they can and/or will deny the refund & not return your ********** have to pay to ship it back! And IF they decide to refund your money theyll take 18% for restocking fee. None of this is told until you click to start a refund! ***** today (Nov 1st) is the technical 15th day, theyre claiming theyll take 18% & thats IF they decide to give my money back! This is ridiculous & TERRIBLE business! The customer service lady I spoke to was extremely rude & said I received the package almost a month ago when its literally been 12 hours longer than their 14 day policy! How does that make sense!?!? I wish I would have read all these complaints on here before buying from them! I will gladly return the item, all I ask for is my money back! And they are refusing and giving all these stipulations while being rude! If they do not refund my money, I will dispute it with my bank as well! From reading all these other complaints, it seems this is something theyve been doing to people for some time! I just want my money back!

  

  Business Response

  Date: 11/08/2023

  Good day, 

  I have alerted our returns department internally to refund you for the full product amount when those are returned with your label that you have. Here is a link to the return paperwork: 

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

  Thank you, 

  *******

  Customer Service Manager

  Customer Answer

  Date: 11/10/2023

   Better Business Bureau:

  
  Thank you. That is all I asked for. Ill promptly get these in the mail to be returned. 
  
  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:10/26/2023

  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 a Halloween Costume for my daughter in advance so that we would have it in plenty of time before the rush of Halloween. Tried it on when we first received it and it seemed to fit, took it off and set it aside until Halloween week. Pulled it out today to use for an event and found out that the zipper was not working correctly. Contacted customer service to see if they could make an exception and refund since it was a faulty costume. The customer service Rep was awful and super rude. She said that they couldn't offer a refund since it had been more than 14 days and that it was our fault for not having our daughter use the costume until the week of Halloween... which made no sense since most people don't use a costume until Halloween... Also, the costume is bad enough quality that it can't last for more than a one minute try on session? She was extremely rude and said it was our fault. Taking no responsibility for their poor quality of costume and terrible customer service.

  

  Business Response

  Date: 10/26/2023

  Good morning, 

  I took a look into your order and your chat with the agent - if you could provide me with the actual costume that's having an issue I can get a reship set up for you. Please let me know as soon as possible as we are getting closer to Halloween. 

  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  Date:10/19/2023

  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.

  Multipartic off of Amazon from Halloween costumes.com in July to use as a Halloween decoration. When taken out, the box in, set up within 2 hours. The whole stitching down one side come apart. Almost occupied ***************** contact the business. I said it was over ************************************************************************************************************* a 20% refund. I give $645.04 for this product. And it didn't last over an hour because the stitching looked to be dry. Rotted this company should stand behind the products that they sail

  

  Business Response

  Date: 10/19/2023

  Good morning, 

  I'm sorry for any frustration, however this was purchased in July which is outside of our 30 day return or exchange policy. We have no way of knowing if this product was used between then and now, we did request photos of the damaged item which we never received either. At this point we will still offer a 20% discount if photos are provided. 

  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  Date:10/09/2023

  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 a Halloween costume from the site on October 4th 2023. I received an email saying that my package was delivered on October 6th via Fed Ex at 4:05 pm. I never received the package. Fed Ex Tracking number is ************. I am very irate. I called my credit company and put a dispute with the charge of $105.00 due to not receiving the package. I think this company is a scam and would like to make sure that they refund my money back on the card. Also not to charge me any additional charges- which by reading the complaints they have done to other customers. I wished I read the complaints for then I would never had ordered from them. Scam Scam.

  

  Business Response

  Date: 10/09/2023

  Good day, 

  I'm a bit unclear as to why the submitted BBB claim has been sent as your order was refunded in full on the 8th of October as you can see on your invoice. 

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

  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  Date:09/18/2023

  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 #******** Ordered a mens costume in 3x and it looks nothing like the photos on the website and doesn't match the product description. The mens top we received is a crop top. Nowhere in the description does it say crop top and the display photo shows a full shirt. Item was not as described and not as pictured. No man wants to wear a belly shirt that just covers their chest, that's not a shirt. The company wants to keep 18% for a restocking fee and make me pay to ship it back. They need to provide a prepaid shipping label and offer a full refund. The item was not as described or pictured, very misleading and false advertising.

  

  Business Response

  Date: 09/18/2023

  Good morning, 

   

  I'm sorry to hear that it didn't work out! I've initiated the return for you, for a full refund when it's returned, and here is a link to print your packing slip and pre-paid ***** Ground label.

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

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