Masquerade Costumes
Spirit HalloweenHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Masquerade Costumes.
Complaints
This profile includes complaints for Spirit Halloween's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 302 total complaints in the last 3 years.
- 87 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:10/11/2022
Type:Product IssuesStatus: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.
WORST CUSTOMER SERVICE I have ever experienced in my life!! My wife and I went to return her costume since it didn't fit and get a different one so I requested a cash refund since I paid using debit, as most businesses do, and was told their policy was to only refund it to my card. I questioned this explaining how anywhere else paying with debit is the same as cash and offered as a refund. I also questioned where the policy of not refunding cash was posted. The mgr., I use that term loosely, stated it's not posted but in their training policy handbook. I explained I only wanted cash because my wife wanted to get a different costume so I didn't want to wait 5-7 days for the $ to go back on my card. She then stated we could exchange the costume and the difference would go back on my card. Keep in mind the entire time she was VERY animated flailing her arms around increasing getting louder to the point my 7 and 9 yr old daughters backed up feeling threatened. I asked why she was being so animated and loud and asked for corporates number. She gave me a cell phone number with no name stating it was her store mgr. I asked for a name and *** to write it down on and called to l/m. Then I called corporate to verify the return policy and file a complaint while my wife looked for a different costume. After about 30 min of my wife looking around only after the "mgr." Realized I was calling corporate she went to my wife to now tell her she couldn't return it because it smelled heavily of smoke. This is preposterous because my wife has NEVER smoked, I don't smoke in our house or cars due to our children and since the day we bought it the costume has been in the packaging inside the bag and stored in our closet with the exception of my wife trying it on once! Finally the store mgr , ****** tt me and I explained the situation. Then she told me about the smoke smell and I explained to her there was no way possible and that was never mentioned for 30 min until the mgr knew I was caBusiness Response
Date: 10/12/2022
Hello! We sincerely apologize for any inconvenience you experienced in store. We would be happy to honor the refund for you. Please email a copy of your receipt to ************************************** and we can further assist you best!Initial Complaint
Date:10/05/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This business rounded up .19cents without my consent on a purchase. When I questioned the round up , the associate said its because of a coin shortage .Business Response
Date: 10/06/2022
Good Morning
Thank you for bringing your experience to our attention. We do apologize for the rounding up of your change. The Spirit stores are taking donations for Spirit of Children and that is where the donation was provided too. Our stores have change to provide to guest and if you do not wish to provide this discount we can refund you for the .19 cents. We appreciate you brining this to our attention. Additionally, we will partner with the appropriate team in that area to make them aware this is happening in the location to prevent this in the future. For the refund we would need information from the receipt. The **** Date, and Total Amount. Again, we do apologize for any inconvenience this may have caused.
Initial Complaint
Date:10/01/2022
Type:Product IssuesStatus: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 have ordered from Spirit Halloween several times in the past with no issue; however, the last costume that I order did not fit my child, so I returned it, expecting a refund. Unfortunately, my refund never came. When I contacted them, they escalated me to the "finance department," but they claimed that they cannot refund without me sending a credit card number. This seems strange to me, as I cannot see why they cannot just issue to the refund to the original card used for purchase, like most businesses do, dare I say, every single business to whom I have ever returned merchandise. I have never before attempted a return, only to be asked to chat or email a credit card number or paypal account. The order number was *********.Business Response
Date: 10/03/2022
Hello ******. We sincerely apologize you have yet to receive this refund and we would be more than happy to mail out a check to you in the full amount of the order or a gift card in the full amount. Please let us know if that works and we can get that sent out for you.Customer Answer
Date: 10/03/2022
Complaint: 18155293
I am rejecting this response because: I will accept once I receive the check. I appreciate your prompt response. Where do I email my address to mail the check, please?
Regards,
*********************Business Response
Date: 10/07/2022
Hey there! Please email us at ************************************** with your correct shipping information and we will get this mailed right out for you. I have made a note in your order as well so there will be no confusion!Customer Answer
Date: 10/12/2022
Complaint: 18155293
I am rejecting this response because: I will accept when I receive the check. Thank you
Regards,
*********************Initial Complaint
Date:09/10/2022
Type:Service or Repair IssuesStatus: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 was charged an oversized shipping fee for a Night Crawler animatronic that was shipped via ***** to me. The box is small and only measures 19x10x21. Per ***** guidelines, ***** oversized packages are packages that have a girth of more than 130 inches or weigh more than 150 pounds. This package is smaller than both of those criteria. It has a girth of 58 inches and weighs under 20 pounds. (It wouldnt register on a bathroom scale.) I should not have been charged an oversized shipping fee. I reached out to customer support twice, but was given the run-around. I would like the oversize shipping fee refunded. Additionally, I am concerned that Spirit is unlawfully misrepresenting the cost of this item by charging the oversized shipping fee when the item is not oversized.Business Response
Date: 09/11/2022
Thank you for brining in your shipping issue to our attention. We have refunded you the $25.99 and you will see it reflect in 3-5 business days back to the original form of payment. Again, we apologize for any inconvenience this may have caused.Customer Answer
Date: 09/11/2022
[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:08/30/2022
Type:Service or Repair IssuesStatus: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.
21-August-2022 Online order # ********* Total for order = $342.99 Payment via Paypal ********* tracking information for this order has been set to 'pending' with delivery status of "Label Created" since August 23rd. I called customer service on Sunday, August 28th to inquire about the order. I was told that the warehouse hadn't done anything with the order yet, and that she would send them a reminder email. I'm still waiting for any status change.After looking up other reviews of Spirit Halloween, I find that this appears to be a consistent issue with the company. At this point, I simply would like my money back. If the product arrives between the time that I file this complaint and its resolution, I'll happily rescind the complaint. I'm not holding my breath.Business Response
Date: 08/30/2022
Hi, thanks for bringing to our attention! We process a free replacement order since this one appears lost. We will credited the rest of your shipping charges of $25.00. Your new confirmation number is 500000021878. Once this order ships out , you will receive a new tracking number. This order will start to show scans, movement within 24 hours after the label is created.Customer Answer
Date: 09/02/2022
[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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate the businesss prompt response, and can confirm that I received the product today.
Regards,
***************************Initial Complaint
Date:08/26/2022
Type:Service or Repair IssuesStatus: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 was an employee of Spirit Halloween in the fall of 2021 and was let go and I, to this day, have never received my final paycheck. I contacted my manager who gave me the number of the person in charge of payroll and I called several times and they never answered or returned my calls.Business Response
Date: 08/26/2022
HI , Thanks for bringing to our attention! I forwarded your information to our HR department . They will look into this immediately and follow up with you by phone.
Spirit Halloween is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?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.