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

  Westlake Shopping Center 2601 W Lake Avenue, Suite B-8 Peoria, IL 61615

• 

  Spirit Halloween Outlet

  290 Westfield Dr Saint Peters, MO 63376-4390

• 

  Spirit Halloween

  8066 120 St Surrey, BC V3W 3N3

• 

  Spirit Halloween

  1395 Hillside Dr Kamloops, BC V2E 2R9

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: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.

  Every Halloween season I get 30 phone calls a day for a couple of weeks. I moved here 12 yrs. ago & got a new phone #. It must have been for a Spirit Halloween store before it closed. As a result, my phone# is on the web site as the contact for the ********,**. area. I have tried for years to get this corrected. Please contact the *******, Spirit Halloween Headquarters in **********. I finally got to talk to ***** who said she would submit this to her supervisor. She found the former store address with my phone # on their website. Please let me know when this is corrected. Sincerely, *****************************

  Business Response

  Date: 10/28/2022

  Hello! We apologize sincerely and will get this all updated. Please let us know if you have any questions or concerns. 

  Customer Answer

  Date: 11/06/2022

  [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,
  
  *****************************

  Customer Answer

  Date: 11/07/2022

  
  Complaint: 18323385
  
  I am rejecting this response because: Please let me know if the Spirit Halloween store is handling this & when my phone# ************* is taken off 

  of their website. I have tried to reach ****** by phone & through the website, but in vain. Thanks.
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 11/18/2022

  Hello, we apologize sincerely and this number is no longer listed. All Spirit stores are closed as well and again we apologize for this. 

  Customer Answer

  Date: 11/19/2022

  [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:10/27/2022

  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.

  After many attempts to contact the company since 10/23 by phone and repeatedly listening to the recorded options, choosing the option to speak to a company representative, listening to more general information about the company locations, etc, finally being disconnected as well their "live chat" being "offline", I am registering this complaint. Complaint that my order was not delivered on time and may not reach here on time and Spirit Halloween customer service is not reachable.On 10/18/22, I placed an order with Spirit Halloween and received an email confirmation for same. Order Date: 10-18-2022 Order #: ********* I paid for express 2 day shipping and expected delivery by 10/20/22. But did not receive email with shipment tracking information until 10/20/22. The tracking # provided shows the package was sent ****** smartpost". According to the tracking yesterday, the package was supposed to be delivered by end of day. Six days past the "two day" express shipping. It was not delivered and today ***** does not even show a scheduled delivery date and time. I attempted to speak to a ***** representative today and the automated system stated that the tracking # I entered is invalid and therefore their automated system will not connect me to a "real person" to see if they can track the package.Frustrated and disappointed customer. I would like to be able to discuss my issue with company representative by phone or at the very least thru "live chat".~ *******************, ***********, **

  Business Response

  Date: 10/28/2022

  Hello! We sincerely apologize for any inconvenience and it appears it was delivered this afternoon. Can you please confirm you have received these items? https://www.fedex.com/fedextrack/?trknbr=9261297937924338242875&trkqual=20221019220900~61297937924338242875~FXSP

• Initial Complaint

  Date:10/27/2022

  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 on the evening of the 26th. My 13 year old son was looking for something to wear to school. Half the items inside the bags were either missing or "stolen" which is what the store associate said. I asked at the counter what my options were if it didn't fit. It said 1 size fits all. They specifically said I could return or exchange it tomorrow and that was the last day. I asked 3 times because I wouldn't have bought it. I went home and not only does it not fit my 13 year old. It doesn't fit my husband who is 6 4 and 250 pounds. I brought it back this morning for an exchange but there would be a difference. I started explaining how the mask is ripped and how the size is wrong and the manager walked up with her arms crossed rolling her eyes and interuppted to say "my employees would NOT tell anyone that which is why your receipt is circled". I don't have the time or the patience for 25 year olds that think they can play CEO. I told her I would lie about that and her demeanor is not very problem solving worthy. I'm not driving 20 min to a DIFFERENT location hoping for a better solution. This is why a lot of parents just do online shopping. The seasonal customer service is unfriendly.

  Business Response

  Date: 10/28/2022

  Hello! First off, we would like to apologize for you experience in one of our stores. We have a whole team dedicated to making sure each guests experience is a good one. We would love to further assist you. If you have a copy of your receipt, please send that here and we can further assist you best!

• Initial Complaint

  Date:10/25/2022

  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 placed a order on August 26 of 2022 for the animatronic The Extorcist & never received it. I messaged spirit Halloween and they said to give it time so i did and still nothing. *** been fustrated going back and forth saying they had to open a a dispute, waiting on ***** to reach out. Its been more than 21 *********** said they will email me and still nothing. I work hard for my money its not given so i find it unfair. They say they will email me but nothing. I paid $318.69 through paypal im so over it after being excited to receiving nothing.

  Business Response

  Date: 10/26/2022

  Hello! We first want to apologize for any inconvenience you may have experienced. We have refunded the shipping and taxes back to you for order 603513127 and will also be refunding the item as well. Please allow 3-8 business days to see the full refund reflect back to your original payment method! Please let us know if you have any questions or concerns. 

  Customer Answer

  Date: 10/26/2022

  [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:10/25/2022

  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 have been trying to purchase two Halloween costumes for my kids since last Friday after finding exactly what they wanted I put in my payment method and it said that I had to contact my bank directly or I put in the card numbers wrong so I retried and it said the same thing I looked at my bank account online and charges were pending I tried contacting them through email ******** telephone and live chat I received no contact back for the first three and a half days finally was able to get a hold of somebody this morning they said the transaction never went through and it must be my bank I called my bank they said that the money was being held for Spirit Halloween to take out I was not able to make the purchase over the phone because the same issue came up on their end again and was not able to get my money back the lady suggested I go get a prepaid debit card and try the transaction again which I did and I got the same results the money that I put on the prepaid debit card is gone but my order did not go through and I'm out over $275 and probably won't have any Halloween costumes for my kids

  Business Response

  Date: 10/26/2022

  Hello! We sincerely apologize for any inconvenience and would love to make this right. It does not look like any order went through and the retail hold you see should drop off shortly from your account and not be posted. In regard to the pre-paid card you tried to use, please let us know the amount and your full name and shipping address so we can mail you out a gift card since the funds were never release back to the pre-paid card. You may also call us at **************** and a representative can place an order over the phone for you! 

  Customer Answer

  Date: 10/26/2022

  
  Complaint: 18310601
  
  I am rejecting this response because:
  
  I do not want a gift card. Because of all the issues with the company. I had to purchase different costumes in order to get my kids Halloween costumes by Halloween. I do not plan on buying anything from Spirit Halloween now or in the future. 
  
  Regards,
  
  *************************

  Business Response

  Date: 10/28/2022

  We apologize sincerely and would be happy to issue a check back to you. Please let us know if that works.

  Customer Answer

  Date: 11/04/2022

  [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:10/24/2022

  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 an inflatable costume for my daughter on 10/15. It was defective, so I went to exchange it 10/23. They did not have any more in stock so I requested a refund. I was told I could not be issued a refund because it was past the day refunds could be issued which was 10/21. I told him I worked and did not live near by so I came back to the store when I could. He rudely said it didnt matter. I asked how could he hold me to the policy if I was sold a defective costume. He smirked as he told me exchange only or see if another store has it I could exchange it there. I did exchange for something else in the store because the costume was $50, but the way I was treated was so unprofessional. I also believe they put the costume back on the shelf and I think that is what they did to me because the packaging looked open when I bought it. I've been getting my kids costume from Spirit for years with no issues until now.

  Business Response

  Date: 10/25/2022

  Hello! We sincerely apologize for the experience you had in store trying to return a defective item. We would be more than happy to send you out a gift card in the amount of $50 for the inconvenience. If this works, please respond here with your shipping address, name, and email and we will get that processed for you! We are happy you were able to find an alternate item, but we definitely want to make sure each guest has a good experience shopping with us. We have a whole team dedicated to this and I will pass this along to our team so we can further assist best. We look forward to hearing from you and please let us know what works best!

  Customer Answer

  Date: 10/25/2022

  I will accept the $50 gift card my address is ***************************************************** and my email address is ************************* In response to your reply she did not find a costume she liked she had to settle for what was left in the store. I hope the store will reconsider its return policy for defective products if it's not already on in place, and if it is your employees need to be coached on the difference.
  
  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,
  
  ***************************

  Customer Answer

  Date: 11/21/2022

  
  Complaint: 18306325
  
  I am rejecting this response because:
  
  Just following up because I have not received any further communication from the business in regards to the refund.  Thanks
  
  Regards,
  
  ***************************

  Business Response

  Date: 11/22/2022

  Hello! We apologize sincerely and have requested this gift card be expedited. We have also sent you a follow up email as well for confirmation. Please let us know if you have any questions or concerns.

• Initial Complaint

  Date:10/24/2022

  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 for Halloween on October 20th, 2022. I was never informed of the return policy before my purchase and I even asked if the costume does not fit am I able to return it? I was told yes by the employee. After I left the store I then tried the costume on the following day which was October 21st. The costume was WAY too small despite it being my usual size. I then decided I would return the costume only to find they do not accept returns after October 21st. So I had exactly 1 day to return my item? This should be posted throughout the store and the employees should be expected to let the customers know that you only have until a certain date to return items I never would have thought 1 day would have been too long to return an item that is unworn and I have the receipt. Absolutely ridiculous I just want my money back because this costume is going to go to ********* think it is unfair to all the customers. After reading a review section online I saw hundreds of other customers complaint of the same exact issues.

  Business Response

  Date: 10/26/2022

  Hello! We sincerely apologize for any inconvenience and would love to make this right. We can contact the store you would go into and see if they can make an exception to process the refund, If you would prefer to send the items back to us, we can email you a return label and once it is received back to us we can process a refund onto your original payment method. 

  Customer Answer

  Date: 10/27/2022

  [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:10/24/2022

  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.

  Bought some Halloween items on Saturday Oct 22. Then hours later I went to return some items from the purchase because we had found better costume items only to hear that the store is no longer accepting returns. The items I want to return have never been taken outside the bag. And at the time of purchase I was never told that no returns were accepted. Had I known this information I would have never made the purchase to begin with. I was told to call the corporate number only to be told that they can not do anything. And after asking to speak to someone higher up I was hung up on. I just was to be able to return the items and get my money back.

  Business Response

  Date: 10/24/2022

  Hello! We sincerely apologize and would love to help. If you contact our guest services via phone, email, live chat, or social media we can connect with your local store for you and see if they can accommodate the return. If not, we can certainly email you a pre-paid label to send the items back to us and we would issue a refund. Please let us know if that works for you! 

  Customer Answer

  Date: 10/24/2022

  [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 ********. I find that this resolution is satisfactory to me as long as I can return the items via the prepaid label sent to my email and receive a refund.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/21/2022

  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.

  Ive been having a really bad time with this order. My order finally arrived for the ****** Order *********, email ************************** Upon inspecting the ****** there was heavy damage to the packaging (the box). Was disappointed but I still managed to open the interior to find the ***** inside. There was a few scratches as well on the black plastic top pieces of the animatronic, I still tried to assemble it with my friend. Assembly was a bit difficult but I managed to figure it out. After assuring everything was in place, we attempted to power on the ****** It did not function. It made the sounds it was supposed to make, but there was no movement whatsoever, not even a little. We tried taking it apart & assembling again which took a while. We double checked all of the power parts and motors to make sure it was all intact. We tried powering it on again once more. Same thing - sound but no movement. I was getting actually frustrated at this point because I was excited for this to arrive for a party Im having. So then we disassembled the ***** for the 2nd time and tried our best to shove it in the damaged box. We drove it to the local Spirit in town to find the best resolution there. Just wanted to get a refund for the thing at this point. I explained the whole situation about the damaged box, the scratches on the black pieces. They said due to the fact that its been used and damaged, the best they could offer was some store credit. I said store credit! No. I took the damaged box back into my friends car. We brought it back home AGAIN. So now Im sitting at home with a big box of a damaged animatronic I thought was going to be the highlight of my Halloween party this Saturday. I contacted Spirit by phone and explained the whole situation. They told me to send in a video/picture for the refund which I did. No response. I would appreciate your help in getting this matter taken care of promptly. I cant get my time back but I want my money back.

  Business Response

  Date: 10/22/2022

  We will have one of our lead tech. guest service reps call this guest to offer a few different solutions to this issue. 

• Initial Complaint

  Date:10/20/2022

  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 Date: 10/16/22 Order #: ********* | Online I called customer service on 10/17/22 to cancel order. The ordered was not shipped at the time a requested to cancel order. I spoke to an agent and was told the order was cancelled. The ordered still was still shipped out on the 10/19/2022.

  Business Response

  Date: 10/20/2022

  Hello! We sincerely apologize for any inconvenience that this order shipped out. We have gone ahead and refunded the shipping and taxes for you and once you receive the package, please do not open it and write "Return to Sender" on it and it will get sent back to us free of charge and you would receive a full refund! Here is tracking it looks like it is going to be delivered tomorrow. https://www.fedex.com/fedextrack/?trknbr=9261297937924338124782&trkqual=20221019042600~61297937924338124782~FXSP . Please let us know if this works and if you have any questions or concerns.