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:11/08/2022

  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.

  I order a Halloween costume i got it 10/19/22 and the package was damage the item was rip. They won't give me a refund do to it passing of 14 days. I spend $70 and I'm not to happy about. it was supposed to be here 10/18/22. So disappointed.

  

  Business Response

  Date: 11/11/2022

  Good day, 

  According to the tracking for your order this was delivered on the 18th as you had paid for 

  https://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=1ZE3594X0204078874&requester=ST/trackdetails

  You did not reach out to us to indicate that anything was wrong with the product until November 8th, at which point it was past our 14 day policy where we ask customers to contact if there are any issues with the order. At this time we are not able to issue any type of refund as the order arrived within the time frame paid for, and to our knowledge was in functioning order for the event (Halloween) it was needed for. 

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

• Initial Complaint

  Date:11/02/2022

  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.

  Placed an order last week, paid extra money for overnight shipping. The order was suppose to be here on Friday 10/28/2022. Here is is 11/01/2022 and still not here! Not only is the costume worthless to me now, but it created a last minute scramble to find something which resulted in more money spent, and a lot of driving to find things so I lost alot of money due to Halloweencostumes failure to stand behind their guaranteed delivery times. This website is a joke and I will never use them again. Now I need to go through the hassle of sending this garbage back if it ever arrives so I can atleast recover some money. DO NOT use this website for purchases. Its a borderline scam. I reached out to them last week on the 28th and they said my order hadnt shipped but they couldnt stop it from shipping. I am requesting money back to recover (a) what I was forced to spend on gas and other items in order to have a last minute costume due to this business not being able to meet deadlines as promised. I had to drive over an hour away with a vehicle getting 10MPG. (b) my $150 back from having to waste on this costume which I never received as of now! I want my money! Im owed for this costume I still havent got, and for the gas and time I wasted trying to get a new costume when I was promised this by the 28th! Then customer service on the 28th told me the 29th it would be here. Order number: ********

  

  Business Response

  Date: 11/02/2022

  Hey there!

  I'm sorry that this missed the delivery date, at this point I have refunded you for those shipping costs and I see that we set you up with a free return label to send back the products for a full refund upon return. Once I see movement on that return tracking I will refund you the remainder of the order.

   

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

  Customer Answer

  Date: 11/03/2022

   I am rejecting this response because:
  
  This does not cover the time, and costs associated with gathering a new last minute costume. This created a hardship for me due to having to scramble last minute. I wasted a ton of gas, timed and money due to the mistake of the company. This is not fair, nor am I being treated as a valued customer. This is not acceptable

• Initial Complaint

  Date:11/02/2022

  Type:Customer Service 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 made a purchase of a costume on 10/7/2022, upon realizing that I ordered the incorrect size I quickly filed a return so that I could get a refund and re-order. I was charged for 2 shipping labels which they went into my bank account and took the money out without my permission, that was a 2 week battle as the customer service agents say that they do things when in reality the requests never get processed and you have to keep getting back in touch with them. I received word from the **** that they had released this item back to Halloweencostumes.com on October 24th, I have made several attempts to speak with someone in regards to a refund as I was told by a previous agent that the account had been marked for the warehouse to look for this item to issue a refund ASAP. Again more lies from their "customer service" department, they all have short fuses and if you call them out on their lies they disconnect the chat, I have NEVER dealt with such a unprofessional company before in my lifetime. I will not continue to be given the run around by this company and I certainly will not be doing business with them again, and I suggest if you are in the market for a halloween costume you avoid them as well. I went as nothing this year thanks to Halloweencostumes.com, I want my ***** refunded which is what was taken out of my bank account on 10/7. This has gone on long enough, you think with such a poor business model they would make changes to their business practices however they continue to lie and cheat and deceive customers every single year. They should be ashamed of themselves. I want my full refund issued.

  

  Business Response

  Date: 11/02/2022

  Good day, 

  I have just refunded you for the 2 returning products and you should see that credit soon!

   

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

• Initial Complaint

  Date:10/31/2022

  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.

  Order #******** placed on 10/6/22. I received the item and it was dirty. I emailed customer service and they answered me back and asked how I would like this to be resolved. I answered, but it not has been 2 weeks since hearing from them. I have emailed them several more times. They say it is easier to contact someone through their live chat, but no one is ever available to chat! I want my money back for the defective item that I received.

  

  Business Response

  Date: 11/01/2022

  Good morning!

  I'm sorry for the delay, I have just credited you 50% of that costume cost, the refund amount is $30.25. 

   

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

  Customer Answer

  Date: 11/01/2022

   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:10/31/2022

  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 ordered 2 costumes and props from this company in september. One costume had to be preordered and had to be bought separately, so I have 2 order numbers. They let me know there was going to be a delay in shipping on both orders. The original order shipped at the end of September and arrived on Oct 7th. The second order shipped in October and arrived last week. We went to try on the costumes and they were too big. We did not have time to return the items for an exchange to a smaller size because our party was Friday October 28th, less than a week from when we received the preordered costumes. It would never have arrived on time. I started a return for both orders. The preordered costume they are allowing me to return but are trying to charge me a "restock" surcharge of 18%, which I never heard of. The second order, even though it arrived October 7th, they are saying it's too late to return, which is less than 30 days from it's arrival, and makes no sense. The costumes were too big and arrived too late for us to try to do an exchange. We should not have to pay a ridiculous "restock" surcharge because the costumes were never worn and they can be sold at full price. Please help me to get my money back for both orders, in full. Order numbers # ******** for $65.57 and #******** for $106.43. The total refund should be $172.00.

  

  Business Response

  Date: 11/01/2022

  Good morning, 

  I have just initiated returns for both of your orders and have waived the re-stocking fee, I have also made sure to provide free return labels so you won't need to pay to ship those back. Please note these are both *** Ground labels, so will need to be dropped off with ***. You will receive full product refunds when these are returned and processed. 

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

  Customer Answer

  Date: 11/03/2022

   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. I truly hope we get a full refund like they promised once they receive the returns. Both returns were sent out via *** this past week and should be received shortly. Looking forward to a full refund. Thank you very much BBB for your assistance in this matter!

  Customer Answer

  Date: 12/02/2022

  BBB NOTE: Complaint was initially closed 'Resolved' in early November when it appeared refunds were forthcoming, etc. Consumer called BBB public information line 12/2 indicating that they have received *some* refund amounts to date, but not the 'full' amount expected or promised.

  Says is still owed an additional $49.94, and has not seen any additional refunds issues in last couple of weeks.

  
  

  

  Business Response

  Date: 12/02/2022

  Good day, 

  The customer has been refunded $97.75 for returning item from order number ******** and the customer has been refunded $59.06 from order ******** - these are the appropriate refund amounts for the products that were returned. 

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

• Initial Complaint

  Date:10/27/2022

  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.

  I purchased a Halloween costume from HalloweenCostumes.com during the month of October 2022.This is my confirmation #******** I followed their sizing information and ordered what I thought was the correct size. When it arrived, it was smaller than anticipated. I tried numerous ways and times to reach out to the company but I could never get a response back.I tried to call, email and DM through ******** nothing.I simply wanted to speak to someone about my options were in returning or exchanging the costume.

  

  Business Response

  Date: 10/27/2022

  Hey there!

   

  I just initiated that return for you, the link for the packing slip and the return label is here

  https://www.halloweencostumes.com/returns/print.aspx?OrderID=18778733&ReturnID=1185215

  You can send that back to receive a full product refund!

  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  Date:10/27/2022

  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 ordered a cat Halloween costume for my one year old. I paid additional for shipping so that we would receive the package on time. I received an empty bag. The bag had not been tampered with at all. The bag is sealed and there are no rips or tears in it. I did attempt to contact them via email, live chat, and phone. I received no response from my email. Live chat just loads and no one ever responds. I called during their business hours at 12:30pm EST and received an automated message that said that I called outside of business hours and to try again during business hours. Which is ridiculous because I called DURING their business hours. I just want to be refunded the full amount since I received NOTHING. Getting no response from them is very frustrating.

  

  Business Response

  Date: 10/27/2022

  Hey there!

  I do see that we responded to your chat however it looked like you left before we could resolve it. I have refunded you at this time. 

  Thank you, 

  *******

  Customer Service Manager

  Customer Answer

  Date: 10/28/2022

   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. Although they did not actually respond to me on the chat. I am satisfied that I will be refunded the full amount. 

• Initial Complaint

  Date:10/27/2022

  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 a costume on 10/19/22. The Boys Starlight Deluxe Women's Costume Size: ******* $54.99 1 = $54.99 Subtotal:$54.99 Tax:$4.41 Shipping:$7.99 Total: $67.39 I should have received the product in 3-5 business days. I tried communicating beginning Sunday with no luck. Tuesday morning I received a live chat that the item was oversold. However, no email or refund was issued or sent. I double checked to see if I was billed since it will not be shipped out and I noticed that not only was I billed but the company set up a recurring monthly payment for the price I paid through another business name called Fun. I canceled the recurring payment but have not received the refund. I got ahold of a customer service agent after 2 hours of wait to tell me that it was oversold. I was promised an immediate email confirming that information & a processed email. After researching, these is common with this company.

  

  Business Response

  Date: 10/27/2022

  Good day, 

  I am very sorry that we did not have the item to fulfill your order, you have been refunded in full. 

   

  Thank you, 
  *******

  Customer Service Manager

  Customer Answer

  Date: 10/28/2022

   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.

   

  I have yet to receive an email from the company that the refund was processed. 

   

  I also want a confirmation that the recurring billing set up for a Halloween costume was in fact cancelled on their end. 

• Initial Complaint

  Date:10/26/2022

  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.

  Hello i paid **************************************** a bag who puts the hat where i could be damaged got it all bent not wearing this to my party on friday payed to get it shiped 10 dollars i would like my money bag first and last time i buy from halloween costumes they dont even answer their costumer service what a horrible service they have plus im with no costume for my halloween party

  

  Business Response

  Date: 10/27/2022

  Hey there, 

  I'm sorry to hear this, I have refunded you in full at this time. 

  
  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  Date:10/25/2022

  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.

  Order placed on 10/13 paid for 3 day express shipping. On 10/24 I contacted company regarding not receiving the package and did not hear back. I called again on 10/25 and waited on hold for 25 minutes. The service rep tried to tell me that it was still being delivered and then said it was a lost package and **** fault. Taking no responsibility for ruining my childs Halloween.

  

  Business Response

  Date: 10/26/2022

  Good morning, 

  I'm so sorry that didn't arrive, I do see you were able to speak with ***** who refunded you in full. 

   

  Thank you,

  *******

  Customer Service Manager