Complaints

This profile includes complaints for Spirit Halloween's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Spirit Halloween has 45 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Spirit Halloween

  6826 Black Horse Pike Ste 205 Egg Hbr Twp, NJ 08234-4132

• 

  Spirit Halloween

  9521 Taylorsville Rd Jeffersontown, KY 40299

• 

  Spirit Halloween

  4530 EASTGATE BLVD, STE 300 Cincinnati, OH 45245

• 

  Spirit Halloween

  1679 W Lacey Blvd Hanford, CA 93230-5928

• 

  Spirit Halloween

  The Plaza at Windward Alpharetta, GA 30004

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:11/09/2022

  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.

  date of transaction was 10/6/22 i purchased a halloween costume online which i was advised after being told i would get it next business day that i wouldnt get it until the following monday. I told them to cancel the order and process refund. They advised me i would have to refuse the package since it was already sent out and then once package is received back to them, they can process refund. They still delivered package to me even though i sent to ***** that i wanted it sent back to sender. I was refunded only $25.93 on October 20th. Even though i was told i would get my full refund. I have been calling them for weeks and keep getting told a ticket was submitted for the remainder amount of my purchase, but still no refund. Everytime i call they keep telling me i have to be patient and wait. It has been over a month since my purchase of $59.64. This is horrible and it seems that no one has communication in that corporation. Everytime i call i have to tell my story over and over because prior notes were not put in.

  Business Response

  Date: 11/10/2022

  Hello! We sincerely apologize for the delay in regard to the shipping and tax refund of $31.65 on order *********. I would be more than happy to reach out to finance directly to have this processed. If you have a PayPal account, please let me know the email associated with it and we can have our finance department enter this to reflect back immediately. 

  Customer Answer

  Date: 11/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/07/2022

  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 two items from the *******, ** location on Oct 28th. I never opened up the packages cause I ended up going to the hospital the night of our Halloween party. I tried returning the items at the location I ourchased them and they wouldn't accept it. I asked if their was a way to return it to a distribution center and they told me they didn't know. I emailed their customer service center. I gave them a week to reply and they never got back with me. I called and spoke to two different representatives and they told me there was nothing they could do. I was unaware of their return policy. l and was not told about it when I cashed out. The first I knew of it was when I looked at my receipt and it stated that returns would not be accepted after the 27th, but I had purchased it after the 27th so how could I have known before I cashed out? I've never heard of such a return policy on non-perishable items. I worked in retail for 10yrs and have never heard of any kind of return policy like that. I rarely ever leave bad reviews. I always try to give a business the benefit of the doubt when i feel theyve tried to assist me. I will be sure never to set foot in any of your stores ever again. I will also make sure everyone knows about this crooked business via reviews on every site and social media I can find.

  Business Response

  Date: 11/18/2022

  Hello ****. We apologize sincerely for your experience with us this season. We would be more than happy to assist you. We can email you a pre-paid label to mail the items back to us and can issue a refund. If you would prefer a gift card in the amount , we can do that as well instead. Please reply with a copy of your receipt and good email address and we can assist you best! 

• Initial Complaint

  Date:11/06/2022

  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.

  My friend and I went into the ***** store on the 25th and were looking at costumes for an upcoming festival. The ones we were interested in (priest costumes) were one size fits all. We asked if we could try them on but the employee said they dont have a fitting room this year. She said that because of this lack of fitting room they extended their return policy we could go home and try them on and if they dont fit we can return them. So we purchased both of them. We went to our festival but we never ended up even opening the costumes, and both packages are still sealed. When I went back in on the 31st to return them, the managers said there were no returns. The receipt says no returns after the 21st, so does the outside of the store. I explained the situation, that I was told something to directly contradict what was said on the receipt or the store. The manager then said "none of my employees ever told you that" and the other employees at the store kept repeating it says no returns after the 21st, she said exchanges. I knew what she said, she said returns and confirmed with my friend who was with me at the time. no she didnt replied the manager who was not there at the time When I pointed out the employee who told me this, the manager called her up and then she denied it and pretended like she never saw me before. I waited there longer to see if I was going to be honored for being misled into believing the policy had changed as an incentive for purchasing something, and they all said I cant wear a costume and bring it back in to return it after. They acted like they couldnt do anything and treated me like I was stupid for trying to make a return. It did not feel good at all. I did not open either of the costume bags or wear them, and there is still plastic seal around all the items in the bag. I emailed support all of this and they refused to refund me. This sale occurred only due to false pretenses and swindling and as such is considered fraud.

  Business Response

  Date: 12/06/2022

  Hello ********. We apologize for any experience during this Halloween season and would love to help. If the refund was not processed, please let us know your receipt information and shipping details and we can send you a gift card in the amount. We look forward to hearing from you and if you no longer have the receipt, we will just need the store location, date of purchase, last 4 of card used or item number. 

  Customer Answer

  Date: 12/06/2022

  
  Complaint: 18366626
  
  I am rejecting this response because:

   

  I would like a refund. I requested it directly through my bank ending in **** so please do not deny when it goes through.
  
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 12/09/2022

  Good Evening,

   

  Can you please provide your a photo of your receipt or the below information so we can assist you with a refund. We will also need your contact number and the best time to reach you so we can collect additional information for the refund.

   

  Date of Purchase:

  Store City and State:

  Last four of CC used:

   

  Thank you.

• Initial Complaint

  Date:11/04/2022

  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.

  October 26th my order from Spirit was left outside of my home and unfortunately was stolen and I let the company know and they said they issued a refund and I still have not received anything at all. My order number was *********. My kids didn't get their costumes and neither did we get out money back.

  Business Response

  Date: 11/05/2022

  Hey *****! We see the refund was issued on 10/27 and we apologize sincerely you did not receive it yet. Please call in and we will need to collect some information from you to provide to our finance department to manually enter the refund for you. If you have a PayPal as well we can put it back there which is immediate. Additionally, I have made a note in your order so there will be no confusion. 

  Customer Answer

  Date: 11/06/2022

  
  Complaint: 18359247
  
  I am rejecting this response because: I've called several different times and also I paid through PayPal so why haven't o received my refund 
  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 12/06/2022

  Hello, we have confirmed with our finance department that it was already charged back. In this instance, we advise you to strongly reach out to PayPal directly. 

• Initial Complaint

  Date:11/01/2022

  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.

  I just purchased a $45.00 costume for my 10 year old only to find out that there is a huge hole in the keg of the costume on the day of the party she is suposed dress up for. Then I was told that I can't get a refund for a costume that was faulty through no fault of my own. I went to ******* and spent ***** on another costume for my daughter as the one i bought can't be worn. So now I have spent almost $100 because I can't return an item BEFORE Halloween that was ruined when I bought it. I still have the original packaging and everything. It hasn't been worn

  Business Response

  Date: 11/03/2022

  Hello! We would love to assist you here. Please send us a copy of your receipt and a good number to reach you at we can assist with a refund. For a faster option, we can also send you out a gift card in the full amount to use for a later date. Please let us know what works best and if you have any questions or concerns. 

• Initial Complaint

  Date:10/30/2022

  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 Halloween costume for my daughter on 10/30/2022. When we opened the package and she tried it on, the side of the pants was torn and an approximately 5 inch hole. My daughter went to exchange or return the item and was told she wasn't able to. She was told it was on her receipt. There are no signs in the store stating that you can not exchange and nothing at the register. To print the statement after purchase seems fraudulent to me. I attempting to call the store and speak to a manager however the phone continues to hang up on me. I have asked for a manager to contact me and still nothing. We are trying to exchange before Halloween due to a faulty product and no one is willing to assist. I did attempt to ********** services for Spirit **************** and she was unable to assist as well.

  Business Response

  Date: 10/31/2022

  Good Afternoon

  Thank you for sharing your recent store experience with us.  We are not accepting returns and exchanges after Oct 27, 2022 as per the policy at the register and the receipt.  If the item was defective we can offer you a refund for the item.  To assist we will need the receipt information as follows: Trans, Date, Store Number and Amount. If you paid by Credit card we will need the first 12 digits of the card number.  If you paid by cash we will need your full address to mail a home office check.  We do apologize for any inconvenience this may have caused. 

  .

  Customer Answer

  Date: 10/31/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. The receipt is attached.  The item is the busted s/m item.  The credit number is 527205002833.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/30/2022

  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.

  Last year I purchased a mummy fogger statue which the fogging machines were sold out. So 2 weeks ago I purchased the fogger machine and an adapter hose, however the hose is too large for the mummy statue and I cant connect the 2. I called Spirit Halloween customer service and they told me all sales are final and hung up on me. Basically I want my money back for the fogger machine, adapter hose and statue or the complete parts to use the items Ive already purchased. To me it seems like spirit halloween are selling incomplete items with the knowledge they dont need to honor a return policy since all sales are final.

  Business Response

  Date: 11/02/2022

  Hello ***! We first off want to apologize for any experience you had with us and would love to make this right. Can you please confirm if it was the 400 watt or 1000-watt fog machine? We can mail you out a gift card in the full amount of all three items if you would like or even ship out an order of item/s valued up to your receipt. If this does not work, please respond with a copy of your receipt and we can have our finance team manually enter a refund. 

  Customer Answer

  Date: 11/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau: I dont have a receipt since the mummy statue was purchased last year.  The fogger machine and hose works fine.  But can I get a refund for the mummy statue since that seems to be the main issues.  The fog machine is a 400 watt machine.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:10/28/2022

  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.

  I went to the store Wednesday, October 26th, 2022 and I got a costume. I spent hundreds of dollars this Halloween there. Well over 300$ in children costumes. Plus costumes me and my husband bought. I brought the costume home and tried it on the 27th. Tried to return it today the 28th and they refused. However, the costume does not fit and I spent 70$ on this costume alone. Now I don't have a costume for Halloween because they won't allow me to exchange or return it. Even though when I bought the costume it was tampered with and opened. And I even overlooked that and still bought it. There's no changing rooms so there's no way of really knowing if your costume will fit til you get home. I'm very disappointed and want this fixed because I spent way too much money. And I really wanted to dress up. Not to mention, 70 dollars for a terribly made and cheap costume. I'll never shop here again. I want this resolved. I'm not at all happy and I feel like they are very much so ripping off their customers. I went to ******* to browse. And the costumes there are better quality and 50 dollars cheaper. And at least they allow me to return it. The return policy is ridiculous.

  Business Response

  Date: 10/29/2022

  Hello! We sincerely apologize and would love to make this right. Please email in a copy of your receipt to ************************************** and we would love to send you a return label and issue a full refund back to your original payment method or can ship out a gift card in the full amount.

• Initial Complaint

  Date:10/28/2022

  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.

  Today I bought a mechanical prop and when I took it home it didnt work - I immediately Went back to the store and they refused to exchange or refund the product - I believe it is illegal to refuse to refund or exchange a product that is defective - I want a refund and the store needs to change its policy

  Business Response

  Date: 10/29/2022

  Hello! We sincerely apologize and would love to make this right for you. Please email in a copy of your receipt to ************************************** and advise it is defective so we can issue you a full refund back to your original payment method. We look forward to hearing from you so we can get this resolved. 

• Initial Complaint

  Date:10/28/2022

  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.

  We purchased a Halloween costume for $85. We got home & tried it on and it was too small. We had the original packaging, the receipt, & purchased it less than 12 after trying to exchange it for something different. We went in store, & were told no. I called customer service, We were told no even though I had everything I needed for a return. Their excuse was it was passed the deadline. The deadline was less than 12 hours ago, & they wouldnt honour to take back an $85 product just for either an in store credit, or a simple exchange. I called customer service & was told over and over again that it was policy. They had no interest in listening to anything I said, & eventually hung up. I asked to speak to the supervisor or manager on duty, & was advised the person I was speaking to was the team leader. After asking for the supervisor/ manager, I was then hung up on. Absolutely absurd considering the amount of money spent. Horrible customer service, & kind of a scam.

  Business Response

  Date: 10/28/2022

  Hello! We apologize for any inconvenience and would love to make this right. Please reply with a copy of your receipt and a good number to call you at so we can collect some information for ********************* to manually enter this refund for you. 

  Customer Answer

  Date: 10/30/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***************************