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:04/05/2023

  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 an item and returned it almost 2 weeks ago. the company will not confirm return receipt, they will not refund my money. I am getting no response. I have proof they have received the return.

  

  Business Response

  Date: 04/18/2023

  Good morning, 

  
  As of this morning I have refunded for the returned item, less our 18% re-stocking fee that the customer had agreed to upon completing the returns process. The refund amount will be $44.27 and was sent back to Sezzle which is the payment option that was chosen at checkout. 

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

• Initial Complaint

  Date:02/02/2023

  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 ordered an item from this company and they sent the wrong thing. I notified them and they fixed it. Then, they went back and charged me for the incorrect item without my authorization. At the time I called them, they said they would send a shipping label and they never did so I thought it was a done deal. Turns out, they finally sent a label months afterwards and I did not see the email. Then, because I did not send the item back, they charged me for it. I will dispute the charge will my credit card company and now that I have a label, I will send the item back. I just do not find it appropriate that they would charge me when they told me they would send a label and did not send it in a timely fashion. 2 months after the initial call asking for it is too late and it took advantage of me as a consumer.

  

  Business Response

  Date: 02/02/2023

  Good day, 

  An initial email with the return label was sent when the free order was sent for the right item (October 13th), we followed up with the customer on the 28th of November with another link to the free return label and a reminder that we were waiting for the item to be sent back, no customer response was sent in. Another follow up reminder email was sent to the customer on the 11th of January to which we received no response. We did send an email on the 1st of February indicating that we would be charging for the product that we were expecting back, and the customer did respond to that. Another link to the free label was sent to the customer and if that is sent back and received in new/unused condition we can refund that charge that posted on the 1st of February. 

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

  Customer Answer

  Date: 02/02/2023

   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:01/17/2023

  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 made a purchase of a Halloween costume. I received a completely different order. I returned the order 3 months ago and have still not received my refund to my bank account.

  

  Business Response

  Date: 01/17/2023

  Good day, 

  It appears the refund was never processed, I do apologize for this. I have credited the card $67.98 which was the full value of the order. 

   

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

  Customer Answer

  Date: 01/18/2023

   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.

  I received my refund after contacting the BBB. 

• Initial Complaint

  Date:12/21/2022

  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.

  This business shipped an incorrect item to me. They reshipped the item I had ordered and I did receive. However, they charged me for the additional item that I did not order. This was an unauthorized charge and I would like to be credited back my $49.98. I am willing to give the item back to them but I will not be using my time and resources to ship it back.

  

  Business Response

  Date: 12/21/2022

  Good day, 

  Multiple emails were sent to the customer to retrieve the incorrect item that was sent and of course a free return label was sent as well, the customer did not respond to these emails that were sent. The link here can be used to print that free return label and the item can be left for the post office, in their mailbox. Once this is on the way back to us, we are more than happy to refund the charge for this product. 

  https://www.halloweencostumes.com/returns/print.aspx?OrderID=18822613&ReturnID=1173062

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

• Initial Complaint

  Date:12/15/2022

  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.

  The business has charged me two months later for a product I never received, saying they sent it to me and asked me to return it. They never sent the correct product to me and have now charged me twice.

  

  Business Response

  Date: 12/15/2022

  Good day, 

  The customer placed order number ******** for a Wolf Dress Costume for Girls to arrive no later than October 19th, the costume did arrive in time however it was unfortunately the wrong thing, what they received was a Flinstones costume by mistake. The customer contacted to let us know over the phone, and we reshipped the correct item to arrive no later than October 24th. The new order, order number ******** does show as delivered on the 24th of October, with no further communication from the customer regarding the delivery or issues of any sort. 

  We do ask that the first item be returned with a free return label (customers should not be responsible for our error) so that we can recover that new/unused costume to be re-sold. We reached out on November 22nd to remind them to send it back, and sent a link to the free return label again. We sent a second email follow up on December 5th with another link to the label and a second reminder to please return the item back to us. The customer responded at that point stating she believed we had her order confused with someone else and has yet to send the item back that was received incorrectly. 

  Our policy is that the customer will be charged for that product if it's not returned to us, which is the charge that was applied today, December 15th. Here is a link again to the return label and packing slip, if the customer would like to send that back once I see movement on this tracking I can refund the additional charge. 

  https://www.halloweencostumes.com/returns/print.aspx?OrderID=17868116&ReturnID=1161080

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

  Customer Answer

  Date: 12/19/2022

   I am rejecting this response because:
  I never received the item I originally ordered and do not have the item they are asking to send back. Their customer service line did not work even after waiting hours to speak to someone to attempt to resolve back in October. They have now charged me for two items I never received and say they will not refund until I return said items. Please help. If you look online there are tons of complaints on this company, I believe it is a scam :(
  
  

  

  Business Response

  Date: 12/19/2022

  Good day, 

  The customer has received their first order according to this ************** was the order that was incorrect 

  https://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=1ZE3594X0202764180

  We then reshipped the new order to arrive with the correct item that arrived on October 24th 

  https://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=1ZE3594X0237612386

  We have no contact from the customer that this did not arrive, and all we had asked via several emails was that they send the first item back to us that was incorrect. 

  At this point I will as a one time courtesy refund the additional charge, however we are a reputable company with plenty of positive feedback regarding our method of business and are not a scam as the customer indicated. 

  The refund for the additional charge will be posted to the account today.

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

• Initial Complaint

  Date:12/14/2022

  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 placed an order with Halloween Costumes.com on 10/21/22. Order number is ********. I paid $70 for a kids costume and this included express 3 day shipping. I was informed by the retailer that there would be no shipping to P.O. Boxes so I made sure that the delivery would be made via *** or ***** because it would be delivered to a rural location. It was sent out via **** instead and the packaged was marked undeliverable/return to sender. So of course my kid was super disappointed as we would not be able to get that costume in time for Halloween. The costume arrived back at the facility on Nov 4. I called and they told me 30 days to get a refund. Its Dec 13, and still no refund. I call again and get the worst customer service manager ever, ************, was her name. She literally blamed me for having an insufficient address and said I should be thankful Im not charged restocking fees along with the loss of shipping charges. I want my ENTIRE refund. I called before purchasing to avoid difficulties and delays and yet there were STILL issues. And **** needs better professionalismblaming the customer and arguing with the customer will never be the solution.

  

  Business Response

  Date: 12/14/2022

  Good day, 

  It does look like the customer was refunded for the product that was returned, shipping fees are not refundable when an address is insufficient as we are charged for the returning postage for the package to be sent back to us. I have reviewed the call that the customer had last night with my representative and there was language that was used that was unnecessary given the situation. 

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

  Customer Answer

  Date: 12/15/2022

   I am rejecting this response because:
  
  The address was sufficient as it is the address used for ***** and **** **** cannot utilize that address. I called the business before purchase to ensure shipment would not be via **** and I was assured it would not be. That is why I requested a refund of shipping. Additionally no foul language or profanity was used on my behalf. I did tell the agent if she didnt like her job that she should pursue more education to get something she would love doing. Maybe that would minimize her being rude and unprofessional to customers. 

  

  Business Response

  Date: 12/15/2022

  Good day, 

  It appears the customer sent in an email on October 21st asking if we ship **** or ***** and then placed the order 4 minutes later giving us no time to respond to said email. By the time we had heard from the customer, the order was already in transit and moving back to us because the post office does not deliver to the address she provided us with. At this point we have waived the return to sender fee but the outgoing shipping will not be refunded. We will be charged for that order to return to us, but we will consider that our cost and have waived it for the customer. 

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

  Customer Answer

  Date: 12/15/2022

   I am rejecting this response because:
  
  Please bring all data and not just that which you believe will prove your point. You all have horrible customer service so yes I was able to send an email while I was waiting on a representative to answer the line. I proceeded with the transaction as a result of that call. Clearly you all have refunded all costs before as it is noted via other complaints on this platform. The reality is youre refusing the refund based on what appears to be personal bias. Thanks ******* and *********** of costumes. 

• Initial Complaint

  Date:12/13/2022

  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 placed an order for a product (a costume) around Halloween of this year (*****. I paid for RUSH shipping so I could get it for Halloween which was an extra $10 +. I received the WRONG costume. They sent me the correct one but I received it after Halloween, which was the whole point of the purchase. I was okay with the first offense, but the second is unforgiveable. They are now expecting me to send them the wrong costume back of they threaten they will charge me. As a courtesy I'm willing to but I need a return label for their mistake. I do not have a printer and do not have a way to print the label and do not have shipping material.If they want the incorrect item, it is their responsibility to send me shipping material and the return label. I have been communicating this on SEVERAL emails and they keep writing me back the same thing "send us the 'replacement' or you will be charged, we emailed you the label." As stated this isn't a replacement, it is a costume they sent INCORRECTLY and cost me not having the correct costume on halloween when I paid extra for rush shipping. We now have a big problem , because I DO NOT AUTHORIZE them to keep my card information on file, this is very very illegal, they are not authorized to keep my card on file or charge me for sending me the wrong item. If they want their incorrect item, they need to ask politely and send me what I need to do them a favor. I am now going to file this complaint across all channels for illegally keeping my card on file and threatening to charge me for their mistake.

  

  Business Response

  Date: 12/13/2022

  Good day, 

  It looks like you placed order number ******** on October 26th with 2 day shipping to arrive on the 28th. The order did arrive on the 28th and was unfortunately the wrong item. We reshipped the correct item to you on the 28th, to arrive no later than the 31st of October, and it did in fact arrive just after noon on the 31st according to this tracking. We did also refund your shipping on the original order, since the wrong item had been received. 

  https://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=1ZE3594X1331832021&requester=ST/trackdetails

  We were asking for you to kindly return the incorrect item received, at our expense of course, as we sent the free return label to you multiple times hoping that you would send that back to us as it is still new and unused and can be re-sold again. While we understand that you might not have access to a printer, this link can be given to anyone who might - and you can package it in an envelope, bag or any box you might have in your possession. 

  Here is a link to that return label: https://www.halloweencostumes.com/returns/print.aspx?OrderID=********&ReturnID=1216874

  If you would be so kind as to return that to us we would greatly appreciate it. 

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

  Customer Answer

  Date: 12/14/2022

   I am rejecting this response because:
  
  You did not send the return label several times, you emailed it. I have not yet received a physical label once. It is not my responsibility to go out of my way to find someone with a printer for your mistake. You need to mail me a label and packing material to received the incorrect item. 
  

  firther I do not authorize you to keep my card on file nor charge my card!!!!

  

  Business Response

  Date: 12/15/2022

  Good day, 

  With health restrictions in place we are not able to physically send return labels to customers - our shipping process is not set up to print them and include them with outgoing packages. We feel that sending a link to print a packing slip and return label that can be forwarded or used by anyone who has access to a printer is acceptable practice. At this point if the customer is not willing or able to send the item back that was sent in error I will indicate as such internally. 

   

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

  Customer Answer

  Date: 12/16/2022

   I am rejecting this response because:
  
  With health restrictions in place we are not able to physically send return labels to customers - our shipping process is not set up to print them but your business thinks its an acceptable response to expect customers to go out of their way to find a printer but youre not able to, and expect a customer to when theyre not able to when it is your mistake and think putting it on a customer is acceptable? That is definitely NOT an acceptable response. 
  

  To Halloween Costumes and BBB, I have stayed in my original post what I need from Halloween Costumes and will continue to seek support from BBB and further escalate until I receive the written statements I require regarding my credit / debit card and information and apology. Until there is a written statement of all things I listed, this case will remain open and I will take further action. 
  

  your business is illegitimate without integrity and should not be operating. 

• Initial Complaint

  Date:11/29/2022

  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 ordered from them. I ordered bigger size and when I got the product noting fit. So I called them and wanted a refund they said well we could send a replacement and see if that works. So I said ok. Because they told me I could get my money back for the first order. Well after I sent back both orders they took over months to return the product. Now are only going give me credit which is less then what I paid total. I need my money back!!!!

  

  Business Response

  Date: 11/29/2022

  Good day, 

  As of today your initial Sezzle transaction was refunded in full. 

   

  Thank you, 

  *******

  Customer Service Manager

  Customer Answer

  Date: 12/01/2022

   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:11/22/2022

  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.

  In September I ordered Halloween costumes for my children. One of the items was a $29.99 Shattered Glass Kids Disco Shirt, size M (note:they had forgotten to include another item but did ship it when I notified them). The shirt hung until the week prior to Halloween when my son wore it to school. He got something on it and it needed to be spot cleaned, so I followed the directions on the label and hand washed it in a small bowl. Once it was put into the water the purple fell off and left the shirt a silver color. I took pictures of the shirt while it was still wet and dripping, and sent a complaint to the business detailing what had happened. Its otherwise a cute shirt and I hoped that they would offer to send a replacement. I received an automated response email from them on October 29, 2022 but otherwise have heard nothing . I tried calling for about 2 weeks off and on but got a voicemail saying that I needed to contact them during their business hourswhich I wasand I never talked to anyone. Until about 7:30am this morning, November 21st. I spoke with **** and she was super sweet and helpful, and understood that I either wanted a new shirt or to have my money back. (Another side note that I spent $45 on October 28th returning a costume to this company that I havent received a refund for yet as well). **** couldnt resolve my complaint without permission from a supervisor. The supervisor said that they would give me some sort of a gift box coupon or money off of a future order. I made it very clear that I had no interest in shopping with them again, but liked the shirt and would be happy with a replacement. The supervisor said the company recommended that costumes not be washed. I pointed out that there was a tag on the shirt with washing instructions, and that I followed that. **** wondered out loud why the tag wasnt removed if washing wasnt recommended. She transferred me to another rep named ***** who would also not give me an acceptable resolution.

  

  Business Response

  Date: 11/22/2022

  Good day, 

  It does look like the order was placed on September 5th, and arrived to you by the 15th of September. Being that this was worn, and washed, and so much time has passed we are limited on our resolution options. We are actually out of stock on all sizes of the shirt, so a replacement is not available as an option, we could however refund 50% of the cost of the shirt and you do not need to return it to us. This would result in a refund of $17.50 (I would round up to $18) and would go back to the method of payment on file. 

  Let me know if that works for you!

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

  Customer Answer

  Date: 11/23/2022

   I am rejecting this response because:
  
  Hello,

  The shirt was worn for 3 hours and was washed as the directions say. Because the purple came off I was left to find another costume option for my child just before Halloween. Had there been no cleaning directions available I wouldnt have cleaned it. My son loves the shirt and I would be happy to wait until the item is restocked, which is December 18, 2022 per your website.

   

  

  Business Response

  Date: 11/29/2022

  Good day, 

  As stated before I am not able to ****** a new shirt, this was purchased on September 5th and we are well outside of our resolution policy for this. My previous offer does still stand for 50% refund of the item and you are welcome to keep it without returning. 

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

  Customer Answer

  Date: 01/09/2023

   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. Please make the refund offered of 50% refund of the item
  

  Please note that Ive been waiting since November for a refund on a different order

• Initial Complaint

  Date:11/10/2022

  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 purchased Halloween costumes for my 3 children and they ended up getting forwarded by *** to the post office and then the post office forwarded the items to another address they say was on file but was in error for my specific mail. I contacted the merchant and they have refused to refund me my moneybeven after they can see the items were forwarded. They requested I file a claim with the post office but the post office is saying they can't do a claim because no insurance was purchased and it was forwarded to them by ***. *** is saying it wasn't their error and they forwarded the items with the correct address attached.

  

  Business Response

  Date: 11/11/2022

  Good day, 

  I see on the tracking for the post office that it was forwarded to a completely different post office that is not in your town - at this time I have refunded you in full. 

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

  Customer Answer

  Date: 11/11/2022

   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.