Complaints
This profile includes complaints for Halloween Costumes.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 174 total complaints in the last 3 years.
- 62 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/25/2022
Type: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.
On 10/17/22 I placed an order through HalloweenCostumes.com for a Kids Hamster Costume for my daughter. Order # ********. The total payment was $49.98. I received a cheap plastic kids dress instead. No one answers their headquarters phone which is conveniently not working and there are over 110 people "on hold" when you try calling the phone number on their website *************).I had a "live chat" with their Customer Support where they said they would resend the hamster costume and gave me a new Order Number (#********). I told them I needed it by 10/22 since I had paid them for priority shipping the first time. Today I received another package with an ugly blue and green vest in it. The "company" is obviously a scam. They take peoples money and send garbage and claim "whoops- we must have packaged the wrong item."There are no packing slips sent with their product and when you read the return details it says you must provide a packing slip as well an as 18% "restocking fee"
Business Response
Date: 10/25/2022
Good evening,
I'm so sorry to hear of the order issues that you had, it looks like you spoke with us earlier and we refunded you in full and you do not need to send anything back.
Thank you,*******
Customer Service Manager
Initial Complaint
Date:10/24/2022
Type: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.
On Sunday 10/16/2022, I placed an order with Halloweencostumes.com. ( Order#********) . These items were needed for my sons Halloween Party on Friday 10/21/2022. The order contained my sons Halloween costumes, some face paint and some decorations they picked out to hang up for the party. After not hearing anything, I reached out to the customer service line and was told by ******, that the order was held up due to a missing item. She cancelled the missing item and assured me it would go out for delivery, Thursday 10/20/22. Later that evening, I reached out to the customer service like again because of an error I was receiving for the tracking number. I was told by **** that the order was set to be shipped and delivered by Thursday 10/20/22, but could not provide a tracking number. Finally received a tracking number later that evening, but delivery was for Friday. **************** was closed and I could not speak with them. Reached out to the shipping company and was told because they missed the cutoff time, It would not arrive in time for when it was needed. I had to leave work early that day to pick the items up at the customer care center in time for this party. When I received the order, I checked its contents and to my surprise the "missing item" was in the box, however one of the decorations was broken due to poor packaging. This whole experience with Halloweencostumes.com has made me question if I will ever do business with them again. I believe they acted in bad faith, by telling me one thing, than doing something completely opposite.Business Response
Date: 10/24/2022
Hey there,
I do see that we did miss your receive by date by 1 day, so I have refunded the shipping costs, if you can let me know which item was broken we can definitely refund for that. If you do need to return the items to us we can get you a free return label and refund you in full when they are returned.
Thank you,*******
Customer Service Manager
Customer Answer
Date: 10/25/2022
I am rejecting this response because:
I am not satisfied with the level of service I received. Yes, you missed the delivery date by 1 day but that caused a huge inconvenience on my end. Missing work in order to make sure the items were in my possession before party began. and what would have happened if the order never made it to the shipping destination, which is why it was important to have the items here when I was promised by your CSR reps.Furthermore there was no communication about a missing item, which is why the order was being held. A simple email or phone call, stating the order was being held due to " an item not being in stock" would have alleviated any issues from the beginning. And then to open the package and find "5' Hanging Pumpkin Man Halloween Decoration" cracked and the supposed missing item in the box, seems a bit suspect. All in all, a very bad experience all around....
Business Response
Date: 10/25/2022
Good evening,
While we do apologize about the order arriving a day late, we did refund your shipping costs. We do know that this causes an inconvenience, however at this point the items are in your possession so we're not able to refund anything further at this time. If you cannot use the items, and would like to return them new and unused, we could send you a free return label to do so, and we'd refund when it arrived back to us.
Thank you,
*******
Customer Service Manager
Initial Complaint
Date:10/24/2022
Type: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.
We ordered halloween costumes on Oct. 5th. They were expected to arrive within 4-7 days. I checked the status multiple times when I started to worry. It said they were coming *****, then ***** and today is 10/21 so I checked again - still not shipped. I called **************** because online chat was not available. I waited TWO HOURS to speak with someone on a static line who completely lacked customer service skills - multiple times I had to ask if she was still there. She looked up my order and told me an item was out of stock. I never received notification of that from my order. I asked to cancel and request a full refund and told her I wasn't hanging up until I received confirmation. Static and silence for several minutes - I had to keep asking if she was still there. Now, my kids do not have costumes for a party they are going to tomorrow. Awful. The only reason I ordered from them was because I could use Amazon pay and thought since Amazon is a trusted big business my purchase would be easy. Never again will I order from Halloweencostumes.com. Horrible experience.Business Response
Date: 10/24/2022
Hey *******,
I'm sorry that there issues in getting your order out this year, and that you requested to cancel. I do see that your Amazon Payments method was refunded in full. Again I do apologize.
Thank you,*******
Customer Service Manager
Initial Complaint
Date:10/21/2022
Type: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 bought two costumes. Called customer service and told I would get a full 100% refund for the one costume without restocking fee. I didnt get anything back was told I had an initiated refund on 9/30/22. I called customer service and asked for manager and the rep purposelly hung up on me. She told me I needed to call my bank and check for the refund which I told her I did. I have not gotten resolution despite having a string of emails.Business Response
Date: 10/21/2022
Good day,
I have looked in our system under your name, your email address and your phone number and I do not see any orders for you. If you could provide me the order number or the email address it was placed with I could definitely look into this.
Thank you,
************;
Customer Service Manager
Initial Complaint
Date:10/21/2022
Type: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 a $300 costume order on 10/10, received a confirmation email, order no. (Order #********) and delivery date. The date is today and no costume. I call the customer service and told I am #*** in line (yes, ***) so I hang up and use the online chat ... give them my story, where's my order, etc.? They tell me that "there was a problem w/my payment method" ... hmm, a credit card with a $15k limit and $200 balance? So I ask why then did I receive a confirmation email, order number and delivery date? Was told "I have no idea, you'll need to call the customer service number", so I call again, and this time, am told I'm caller 82. I wait on hold for 82 mins ... listening to lovely hold music and a prompt that comes on every few minutes teasing me w/how close I'm getting to speaking to someone ... "you are caller 65" ... "you are caller 32" ... I make it #**, and the next prompt says "You are trying to contact us after business hours" and hangs up on me! LOL, you can't make this stuff up! Don't know if I'll ever get a person to find out what happened. Since I will not receive my order in time for my event - as the confirmation email advised I would - I need to MAKE SURE THEY DO NOT CHARGE ME FOR MERCHANDISE I WILL NOT RECEIVE IN TIME! I can't believe the ineptitude that I was given a confirmation email, order number, delivery date and no intention by the company to ever send my merchandise, but, will gladly take my money.Business Response
Date: 10/21/2022
Hey there,
It looks as though your order was requested to cancel if it could not meet the receive by date of October 21st, and being that it was too late to ship out last night to arrive today the order was canceled per your request.
Your full refund was sent back to the payment on file.
Thank you,
*******Customer Service Manager
Initial Complaint
Date:10/17/2022
Type: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 items and one of them does not work. I have spent two days on the phone being in a queue of over 100 people only to be disconnected by the time I was number eight. I tried to chat with them today and when she came on and said hello, I was interrupted and could not type any further and all of a sudden there were no agents available. I do not want to have to pay an 18% restocking fee and I do not want to have to pay the shipping cost to send it back. It simply does not work. I went on the website to start a return, and it says that you cant start a return until the items have received. They dont even show that I receive them and it has to be done within 30 days. Order #********Business Response
Date: 10/17/2022
Good morning,
It looks like you were able to reach us via live chat and we got a free return label sent to you with no re-stocking fee in place when it's received and refunded. Thank you so much!
*******
Customer Service Manager
Initial Complaint
Date:10/13/2022
Type: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 9/18/2022 And arrived on 9/22/2022 upon checking the item had a missing adapter. I called customer service and they informed me they couldnt send me a new adapter and instead offered a credit. Gentleman advised I could buy a new one. Said I could return it but I had no way to ship it back because I dont have a vehicle to take it back to the post office. I was able to buy a new adapter but after only having this item up for a week and a half, the item is no longer working. I called customer service and they are refusing to exchange the item. Only option is to give me another $50 dollar credit. I explained to them I only want an exchange and dont want any money back. But their excuse is that because I already used it and received a credit for the missing adapter they wont exchange the item. All I want is an item that works.Business Response
Date: 10/13/2022
Good day,
It does appear that we had already given you a partial refund for the item that was defective and you were keeping, however at this point I have simply refunded you in full. If you would like to place another order you are welcome to do so.
Thank you,
Justine
Customer Service ManagerInitial Complaint
Date:10/10/2022
Type: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.
My order around $300 and I do not have a confirmation of shipment Also the email confirming my order is now gone. I can not see if this is legit and i need to see if I am getting my products or orderBusiness Response
Date: 10/10/2022
Good day,
It does look like your order was placed, here is a link to the invoice
https://www.halloweencostumes.ca/cart/print.aspx?OrderID=17929996&VerificationID=0399b85d-2c8c-4e4c-9fd4-ce72e3e0b218&Invoice=true
Here is a link to the tracking for the order that was shipped out with our parcel economy (non-guaranteed) shipping service
https://fcbtracking.fedex.com/?MyFICNumber=FUN0400US71396852001
This has been received into customs and final delivery will be made with Canada Post.
Thank you,Justine
Customer Service Manager
Initial Complaint
Date:09/27/2022
Type: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 was placed on 9-20-22 as a next day air order. Called on 9-21-22 to verify this would ship today for delivery on 9-22-22. I was told yes. The order was not shipped. Called back and they stated there was an address hold on the order, but it would go out that day to arrive on 9-23-22. On 9-23-22 I still didn't have tracking info. Called back and was told there was an error in there robots system and it wouldn't ship till Monday 9-26-22. Was given a $50 gift card as compensation and credited back my shipping. On 9-26-22 I received tracking that a label was created but *** didn't have the item. Now 9-27-22 I received the same email again with the same tracking info that still says a label was created but *** does not have the parcel in hand. I've had to call them 7 times and have spent over 2 hours on the phone with these people. All for an order that cost $67.98. I will not be doing business with this company ever, and will be seeking a full reimbursement for this order as it shouldn't take a week for a next day air order to arrive let alone ship. I vow to never do business with them again.Business Response
Date: 09/27/2022
Good afternoon,
I'm so sorry about the delays on your order ******, at this point I have refunded you in full to the Sezzle transaction and if the item does show up you are welcome to keep it, you do not need to send that back to us.
I do apologize for the issues and hassles.
Thank you,
*******
Customer Service ManagerInitial Complaint
Date:09/21/2022
Type: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 my order 9 days ago and still haven't received any confirmation of its shipment. When can I expect my order to be shipped? Order confirmation #******** Thanks,*******Business Response
Date: 09/21/2022
Hello *******,
It looks like your order was placed to arrive no later than the 22nd of September, and according to your most recent tracking information this is out for delivery today. Please note that we are available Monday through Friday from 7 a.m. - 9 p.m. CST and Saturday and Sunday from 9 a.m. - 6 p.m. CST and can easily be reached by phone, or live chat during those hours. I don't see that you had reached out to **************** to inquire about this.
The order should arrive today without issue! https://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=1ZE3594X1302766738&requester=ST/trackdetailsThank you!
*******
**************** Manager
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.