Complaints

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

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Spirit Halloween has 45 locations, listed below.

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• 

  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:11/01/2024

  Type:Sales and Advertising 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.

  This is the second time I bought a costume at Spirit Halloween and both experiences led to a broken or failed costume. The first time I got dark ***** and the wing was broken and Last night was Halloween with a an inflatable costume That didnt Inflate. We bought my daughter a minion inflatable costume on Oct 5 She was so excited about this costume. I did not think we need to try the costume. When we got to the destination where we are going to trick-or-treat My daughters costume did not Inflate. We tried to replace batteries We tried to figure out what can possibly go wrong. The costume was just defective! My daughter was so sad that she didnt have a costume and we had to go home. I called customer service Looking for them to make it right and they told me they cant help me because of their return policy, which is ridiculous after October 18 They cant help you. This is a ridiculous return policy, and I think everybody should know about this company lack of quality assurance and lack of care and no customer care when they buy from this company. Customers need to be aware of this scam company. My costume was not a used costume. It was 60 bucks!! I would not expect this from a namebrand store. I took my daughter to get ice cream and owner told me he had also issues with this company and will never shop there again.

  Business Response

  Date: 11/01/2024

  Good evening! 

  Thank you for reaching out to Spirit Halloween. We're sorry to hear about your experience. If you can send us a short video of the defective costume along with a picture of your purchase info, to ******************************************* we will be able to assist further. Thank you!

• Initial Complaint

  Date:11/01/2024

  Type:Customer Service 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 minute this year I decided to dress up for Halloween. I went to spirit halloween ************ ** location and found an inflatable costume and proceeded to spend $60 on it. I will preface that I did take a risk and acknowledge I knew about the all sales final rule. However last night I put the costume on and within the hour the costume ripped and is basically not able to be used anymore. I've tried to reach out to customer service and I cannot get a response back. I don't think it's fair or on me to take the $60 loss because the company produced a crappy quality costume. Very disappointed with the outcome.

  Business Response

  Date: 11/01/2024

  Good afternoon Chloe,

  We are sorry to hear your item ripped. Can you please provide a photo of the damaged item and one of the receipt? We would be happy to further assist you.

  Thank you.

  Customer Answer

  Date: 11/01/2024

  
  Complaint: 22500500
  
  I am rejecting this response because:
  I am responding to their response, not rejecting their effort.

   

  I cannot attach the pictures to this response. Is there an email that I can send them to?
  
  
  Regards,
  
  ***** *********

  Business Response

  Date: 11/01/2024

  Good afternoon Chloe,

  We do have an email these photos can be sent to. We are including that information below

  **************************************************************

  Thank you!

  Customer Answer

  Date: 11/06/2024

  [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:10/31/2024

  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.

  I purchased a halloween costume from Spirit Halloween (online) and received an emailed shipping confirmation on October 16, 2024. Shortly thereafter, they acknowledged an issue with shipping, and issued a new tracking number. Upon receiving the costume, it was too small and we attempted to return it as per the return policy. When entering the order number to initiate the return, we received a message the item was still in transit (as the shipping information never got updated on their end, and was not attached to the order number) and therefore no return could be initiated. We attempted to contact Spirit Halloween online through the chat feature, always receiving a message that the "chat queue is full," and when attempting to call, we were told the wait time was over an hour, but we could confirm our phone number to receive a call back - we did this twice and never received a call back. The order number is *********, and it was placed under the email *************************** We are seeking to be refunded.

  Business Response

  Date: 11/01/2024

  Good afternoon *******,

  We are sorry to hear your item did not fit properly. We would be happy to further assist you. As our store locations are no longer accepting returns or exchanges, you can return your item by mail. We have included the return address below. Please include your order number and contact information in the return package. You can provide the return tracking number to ************** so your refund can be expedited.

  Spirit Halloween

  ATTN: Returns

  ****************************************************************************************

  Thank you.

  Customer Answer

  Date: 11/05/2024

  [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 have returned the costume to Spirit Halloween and provided the tracking as per their instructions. If the refund is not processed once the package is received I will revisit this complaint.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:10/31/2024

  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 ordered a product and they sent it to the wrong address. I have been trying to reach Spirit Halloween for days by chat and phone. There has been no one available to talk to. My son will not have his costume now and Im trying to get a refund. No one is helping.

  Business Response

  Date: 10/31/2024

  Good afternoon! We apologize for any inconvenience, and we have begun processing a refund for this order, as we see it was returned to our warehouse by ****. Please be advised that this is done in two parts so you will receive an automated email stating a lower amount than the total of the order - this is the sales tax. You will see the full amount reflected onto your original payment method within 7-21 business days. Please let us know if you have any additional questions, and have a great day!

• Initial Complaint

  Date:10/31/2024

  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.

  Bought costumes and got the wrong size, just wanted to exchange or if necessary get a refund. Willing to exchange, money hard to come by!

  Business Response

  Date: 11/01/2024

  Good afternoon,

  We are sorry to hear you purchased an item in the incorrect size. Unfortunately, our in store return policy ended on 10/18 and the last day for in store exchanges was 10/24. This item can no longer be returned or exchanged at your local store. This policy is posted at each register and should have been verbally conveyed to you at check out.

  Thank you.

• Initial Complaint

  Date:10/30/2024

  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 2 Halloween costumes at Spirit Halloween. When I purchased the costumes, I was never told that the purchase would be final sale and I could not return them. I went to return the unopened, unworn costumes at my local Spirit Halloween less than 48 hours after purchasing them and was told that the purchase was final sale and I could not return them. It is dishonest to not inform customers their purchase will be final sale prior to their purchase. I would appreciate the opportunity to return the costumes as I was not made aware of the "final sale" policy.

  Business Response

  Date: 10/31/2024

  Good afternoon! Our return policy is posted in all stores, on our website, and on the bottom of your receipt. However, you are welcome to ship the unopened items back to the address below. Please note, we cannot refund the return shipping charges if shipped back this way.
  
  ATTN SPIRIT HALLOWEEN RETURNS
  *********************************************
  
  We would need you to send us your purchase information, and the tracking information for your return. Once your items arrive at our warehouse, a refund for the sales tax and item value will be issued and processed back onto your original payment method within 3-5 business days. Please do not hesitate to reach back out with any further questions or concerns. Thank you and have a great day!

• Initial Complaint

  Date:10/29/2024

  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.

  transaction was 10/22/24. I paid to have the item arrive on 10/25/24. It arrived on 10/28/24. It was not needed any more as it was after the event it was purchased for. When I tried to return completely sealed in the original shipping envelope the store told me they would not return it to return it online. I tried to return online and since it was after the 24th of October, it said it was unreturnable. Basically it was unreturnable the moment I purchased it but was not indicated anywhere on the purchase. This is not acceptable business practices. Being online they give you no recourse to speak to anyone. All numbers lead to a dead end. I feel that they breached their agreement of the purchase by it not arriving on the agreed upon date. I should get all of my money returned, including shipping as they did not ship it adequately to arrive on time.

  Business Response

  Date: 10/31/2024

  Good morning* ******
  
  Guest Service representatives are available by phone seven days a week, however during the Halloween season call volumes are high and there may be a wait before connecting with an agent. Live agents can be reached 9am-10pm EST, during Halloween season these hours are extended from 9am-11:59pm EST, at ***** *********
  
  We understand you paid 2 day shipping and received this package later than anticipated. A refund for the remaining shipping charges ($10.00) has been entered to process back to your original payment method. The last date to return items in-store was October 18th; this and additional information regarding the return and exchange policies are available on the website, under 'Return Policy'. However, if this package arrived later than needed or you no longer wish to keep these items, please make sure you do not open the package as this could result in additional return shipping charges. As long as the package remains closed you can write “Return to Sender” on it and drop it off to your local post office. This will send the package back under the same label with no additional shipping charges. If the package has already been opened, you are welcome to ship it item back to the address below. Please note, we cannot refund the return shipping charges if shipped back this way.
  
  ATTN SPIRIT HALLOWEEN RETURNS
  **** ***** ****** ** *
  ********** ** *****
  
  Once your item arrives at our warehouse a refund for the cost of the costume will be processed within 3-5 business days. If you are provided a new tracking number for the return shipment, please reach out to Guest Services with the tracking information so this may be notated to the online order for records.
  
  Thank you.
  

  Customer Answer

  Date: 11/18/2024

  
  
  Complaint: 22489887
  
  
  
  I am rejecting this response because:  I have not received a refund.
  
  
  
  
  
  
  
  Regards,
  
  
  
  ***** ******

  Business Response

  Date: 11/18/2024

  Good afternoon ****** 
  
  Thank you for reaching back out. Upon review, we see this was confirmed delivered to the warehouse complex on 11/11/24. A refund has been entered for this order ********* to return to your original payment method, card ending ***** The sales tax is processed independently and may be received first ($4.65). Please allow up to 7-14 business days for the item refund ($59.99) to fully process with your bank or credit card company and the funds released to your account. If you have any additional inquiries, please let us know.
  
  Thank you.

• Initial Complaint

  Date:10/29/2024

  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.

  We were in a hurry to get a Halloween costume for my daughter. We went to the Spirit Halloween website, and my wife placed an order for a ******* costume and ruby slippers. A banner at the top of the screen said "Free Returns" so we ordered 2 of the costumes - a medium and a large since time was short. We also paid overnight fees to ensure the costume arrived on time. We figured we would return the one we didn't need. We got the costume on October 25, and the first one we opened worked perfectly. We never opened the other package. When we tried to initiate a return on October 28, we noticed in the fine print on the website that no returns are allowed after October 18. We called Spirit Halloween and spoke with a customer service representative named *******. He said he didn't have to provide his last name, so we don't have it. He spoke with a manager who told him that we couldn't return the item. Our complaint is that the website very clearly mentioned Free Returns, but that was false. If the deadline to return items had passed, the Free Returns banner should have been replaced with All Sales Final or something like that. It was misleading. We wouldn't have spent an extra $85 if we knew we would be stuck with it. We asked to speak with the manager, and ******* tried to get one, but after 30 minutes on hold we couldn't stay on the line any longer due to work constraints. ******* said he couldn't promise a manager would call me back. He wouldn't provide any manager name. He wouldn't take my phone number so someone could call me back. Our package is unopened and perfectly fine and they misleadingly said Free Returns on the website when in fact, they weren't accepting returns. This is not an honest way to do business.

  Business Response

  Date: 10/29/2024

  Good afternoon,

  Unfortunately, we do not offer free returns. Our online return policy has always stipulated that the guest is responsible for the return shipping. We did have multiple online promotions available on our site for discount shipping and product discounts, but we have never advertised free returns. We would be happy to extend the return policy, which ended 10/18, so you can return your items. As our policy states, you would have to pay to return these items back to the warehouse that shipped them. Please provide us the tracking once your package is en route and we will expedite your return.

  Thank you.

  Customer Answer

  Date: 10/30/2024

  [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 will be returning the item for a refund. 
  
  Regards,
  
  ****** ******

  Customer Answer

  Date: 10/31/2024

  
  Complaint: 22486032
  
  I am rejecting this response because:
  
  
   I would like to pass along the tracking number for the package that I mailed back to Spirit Halloween today for a refund. The tracking number is 9534 6158 8224 4305 1508 18. It was mailed through the ****************************. Can you please pass that along to Spirit Halloweens contact?
  
  Regards,
  
  ****** ******

  Business Response

  Date: 10/31/2024

  Good afternoon! Thank you for providing that tracking information. We would also need the order number and the items you have returned. The email address provided with your complaint is not connected with any Spirit Halloween order. Thank you in advance for this information!

  Customer Answer

  Date: 11/13/2024

  
  Complaint: 22486032
  
  I am rejecting this response because:
  
  The email address that the Spirit Halloween order was made with is ****************************************************************************************************************************************************************************. Can you please provide that to Spirit Halloween? They can look up the order number using that email.
  
  Thanks,
  ****** ******
  
  Regards,
  
  ****** ******

  Business Response

  Date: 11/14/2024

  Good afternoon,

  We have issued a return for one of the ******* costumes ordered. You should see this processed in two parts, with the refund processed back to you in 5 to 7 business days.

  Thank you.

• Initial Complaint

  Date:10/28/2024

  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.

  On October 26 2024 I visited the ******************************************. I purchased ******in merchandise. My bank card was charged. The cashier stated it was declined. I showed my bank transaction to her. She called over the manager. She was a young girl named ****** She told me I needed to scan my card again that it did not pay them. I told her no I will not be charged two times. I showed her the bank statement. She said sorry there is nothing she can do. I needed to call my bank and authorize the charge to go through. I called my bank they said it did go through and the money was taken out of my account. She said they did not get paid and I could not have my merchandise. I wanted to call the police but it was a civil matter and didn't think they could help me. I was disgusted and let my fiance handle it. She asked her to show her the transactions on their computer to see what was going on. ***** showed her that it did not supposedly go through. She asked her to put all the merchandise in a bag w the stapled receipt until this matter could be rectified. We left empty handed and out ******

  Business Response

  Date: 10/28/2024

  Good afternoon,

  We are sorry to hear that you had an issue with purchasing at our location store. Can you please provide the last four digits of the card used? This will allow us to pull your receipt electronically. We will submit this to our ****************** for further assistance. If the charge did not go through, there should be retail hold on the account. This should remain pending and fall off/expire in 3 to 5 business days without removing any funds.

  Thank you.

• Initial Complaint

  Date:10/28/2024

  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.

  My wife purchased 2 costumes on line and picked them up at a store on 10/23. One of the costumes did not fit and she attempted to exchange on 10/25. She was told then that there were no exchanges or returns after 10/24. It would have been nice to inform her of that policy when she picked up the merchandise. She was told it was on her receipt. Really? Who looks at the receipt. A policy this restrictive should be communicated to all customers. I now have an $85 costume that is useless to us. I believe their policy is deceitful. Still no call back from customer service since Friday.

  Business Response

  Date: 10/28/2024

  Good afternoon,

  We are sorry to hear you were unable to make your return. We would be happy to further assist you! Online orders can be mailed back for a refund. We have included the return address below. Please send us the return tracking to **************************************************************.

  Spirit Halloween

  ATTN: ******************************
  *********, **, 43125

  Thank you.