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

  493 E KEMPER RD Springdale, OH 45246

• 

  Spirit Halloween

  7712 MONTGOMERY AVE Cincinnati, OH 45239

• 

  Spirit Halloween

  9521 Taylorsville Rd Jeffersontown, KY 40299

• 

  Spirit Halloween

  1335 E Whitestone Blvd H400 Cedar Park, TX 78634

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:02/07/2024

  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.

  I started a refund process on 9/30/23. I have since followed up monthly and still not received my refund.

  Business Response

  Date: 02/08/2024

  Good afternoon *********

  We sincerely apologize for the delay in your check. We submitted your information directly to the section of our Finance Department that sends the checks to be printed and mailed. We have confirmed with this team that your information has been correctly submitted to be printed. Your check will be printed early next week and mailed out on Friday 2/16. You should receive your check in the mail between 7 and 10 business days after this date. If you do not receive your check in this timeframe please let us know.

  Thank you.

  Customer Answer

  Date: 02/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  
  
  Regards,
  
  
  
  ******** ******* ***********

• Initial Complaint

  Date:02/07/2024

  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 returned an online order near the end of October 2023. In early November I received an email from Spirit Halloween stating that they received my return and my refund would be processed soon. Boy was that ever wrong!! I contacted them numerous times (by email and phone) over the last few months to check the status of my refund and they said not to worry it is pending and you will receive it soon. STILL NOTHING 3 MONTHS LATER! I find this to be absolutely ridiculous and unacceptable, especially from a large nationwide business. Never have I experienced such unprofessionalism and lack of follow through from a business. Surprised they are still in business with such lack of customer service.

  Business Response

  Date: 02/08/2024

  Good afternoon ****,

  We sincerely apologize for the delay in your check. We submitted your information directly to the section of our ****************** that sends the checks to be printed and mailed. We have confirmed with this team that your information has been correctly submitted to be printed. Your check will be printed early next week and mailed out on Friday 2/16. You should receive your check in the mail between 7 and 10 business days after this date. If you do not receive your check in this timeframe please let us know.

  Thank you.

• Initial Complaint

  Date:01/19/2024

  Type:Sales and Advertising 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 an order on October 18th, 2023. The costumes I ordered were needed for an upcoming party and their website said they were not in stock in any stores near my house. I ordered expensive expedited shipping. The order did not arrive. When I tried to call customer service, the wait time was 12 (!!!) hours. I pressed 1 for a callback, never got one. I emailed guest services on October 25th to explain the issue and to request a refund for the shipping and the items which had not arrived yet (they were in shipping limbo at this point according to the tracking). As it turned out, I went to a local store and they had plenty of the costumes that l was looking for in stock so I bought the costumes I needed there. Their website was incorrect and I didn’t need to order online at all. Via email, each time they respond they are very cordial and say 7-21 days. Well I wait those 21 days and I still don’t have my money back and I email again. They tell me they messed something up and that I need to wait another 7-21 days. Third time around they tell me they need to refund to my ****** account and I need to wait 7-21 days. I gave them the ****** details, more than 21 days pass, and still, I haven’t received any money back. The total amount of the transaction was $171.00. This is not small potatoes and I am extremely frustrated. I have never dealt with a worse business.

  Business Response

  Date: 01/22/2024

  Good afternoon *********,

  We escalated this refund to our Finance Department and received confirmation this refund was completed this afternoon. You should see the funds available in your ****** account shortly. We have attached the confimation we received from our team.

  Thank you.

  Customer Answer

  Date: 01/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I have received a payment on ****** from ******* *****, but an automatic fee was charged. Therefore, I have not received all the money that I was owed in the return. Instead of $171, the amount returned was $165.89. Screenshot attached showing fee and actual total. 
  
  
  
  Regards,
  
  
  
  ********* ******

  Business Response

  Date: 01/25/2024

  Good afternoon *********, 
  
  Upon further review, two separate payments of $171.00 were approved to the provided ****** email account. The first payment was authorized 1/22/24 and the second on 1/23/24, attachment included for your records. At this time the Finance Department is not able to enter an additional refund for this matter. If you have not received funds from both authorizations equal or greater to $171, please let us know.
  
  Thank you.

  Customer Answer

  Date: 01/27/2024

  [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:01/15/2024

  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 bought a few costumes for my toddler which were too big and ended up returning them prior to the cutoff date. I have a receipt from *** also. That was back in mid October 2023. Ive called back several times for the status of the refund. I keep getting told that theyve had issues with their finance **** and that my request has been expedited. I called prior to the holidays and same response. I recently made a call and was told 2 more weeks. What kind of business are they running here? I will never ever purchase from them again and I will make sure everyone knows about this and boycott them on social media. Give me my $96.43 back. So unprofessional.

  Business Response

  Date: 01/16/2024

  Good afternoon ****,

  We checked your refund and see that it was marked as completed by our ****************** yesterday. You should see the funds processed back to your card in 2 t 4 business days. Please let us know if you do not see your refund credited back.

  Thank you.

• Initial Complaint

  Date:01/11/2024

  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 placed my order with Spirit Halloween on October 14 with a delivery date of the 21st to which I never received my product. I reached out October 30 to process a refund or store credit. I was told to expect my refund within 5 to 7 business days to which I did not. I contacted Spirit again. Which I was told this time to wait 7 to 10 business days. At this time my refund was still not processed after 10 business days I reached out again and was told to wait up to 21 business days after I did not get my refund on the 21st business day like expected I reached out again and was told they were not sure what was going on with my refund and asked me if I would like a check mailed or a ****** direct deposit to which I chose ****** and provided my information. Was then told to wait another 21 business days to which I did and still have not received my refund. I called today on January 9, 2024 and was told, it was still in finance and they have no idea when my refund would be processed.

  Business Response

  Date: 01/15/2024

  Good afternoon ********,

  We have reached out to the supervisors in our Finance Department and provided them your refund information. We have requested assistance with processing your refund as soon as they are available. We have also requested a screenshot of the confirmation. We will provide more information as soon as we have it available.

  Thank you.

  Customer Answer

  Date: 01/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  
  
  Regards,
  
  
  
  ******** *****

• Initial Complaint

  Date:12/20/2023

  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.

  10/16/23
  #: *********
  $81.18
  Items were never shipped.
  
  Requested refund Oct 30
  Guest Services: "A refund was issued on November 3rd, allow 7-21 business days for the money to show up in your account."
  
  Requested status Nov 24
  GS: "A refund was issued on November 3rd, the money will be in your account soon."
  
  Requested status Dec 8
  GS: "We encountered a filtering issue within our system causing delays in processing. This issue has been identified and resolved, please allow 5-7 additional business days for the funds to reflect in your account."
  
  Requested status Dec 18
  GS: "There seems to have been an error in the system as to why you have not received this refund yet. We can refund you either by mailing a check from our corporate office, calling you to collect card information, or by refunding directly onto a ****** account. Can you please confirm your first and last name and full mailing address? If you'd like to receive the refund by ******, please include the email address associated with your account as well. We look forward to hearing back so we can resolve this issue."
  
  Dec 19
  GS: "We have processed a refund to your ****** account with our secondary refund system. We have also provided your information to our finance team for further review. Unfortunately, we do not have a guaranteed timeframe at the moment, but we are working diligently to resolve the issue.
  
  Called Supervisor @ ************** * was told the money should be in my account in 3 business days.
  
  Bottom line is this company has fraudulent business practices. They could have literally walked the money to my house at this point. This is unacceptable and should not be tolerated by customers or the company itself. There is no financial system in the world that takes 3 months to issue a refund, I can guarantee I won't have the money in 3 days, if ever. It's sad when you have to sue a multi-million-dollar company for 81 bucks!!! Stop with the excuses and give me my money back.

  Business Response

  Date: 12/21/2023

  Good evening *****

  We have escalated your ****** refund to a supervisor in our Finance Department for further assistance. We are hoping to have this resolved for you shortly. Once this has been completed, we will provide you with the receipt of refund.

  Thank you.

  Customer Answer

  Date: 01/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  A refund was never sent as I have already addressed.  Guest Services sent me this message on December 29th:

  "Thank you for reaching out to Guest Services! We want to offer our apologies in regard to you having not received this refund. Unfortunately, we did encounter a filtering issue within our system causing delays in processing. This issue has since been identified and resolved; our team is working to get all awaiting refund requests approved and processed as soon as possible, and we see your request was entered and escalated December 19th. Our finance team is working through these refunds in the order they were entered."

  Funny how it is the EXACT same EXCUSE I received on December 8th.  So instead of moving forward and handling this situation as you should have months ago - We are right back where we started with your "filtering" excuses.  Yet you're saying a PayPal was sent.  If your company is going to continue lying to customers you should at least get your stories straight and matched up.  I have NOT been contacted by your supposed "financial department" and I'm not sure they even exist.  I wasn't sent a receipt because the transaction never occurred.  I need a DATE of when MY MONEY will be in my account.  THIS IS BEYOND RIDICULOUS and you are out of chances and excuses we are literally over 3 MONTHS in on $81 - how is that even acceptable to your HUGE company?....   You have spent more money paying workers to give me excuses than you owe me.  I NEED A DATE AND A RECEIPT.  NO EXCUSES. 

  Business Response

  Date: 01/10/2024

  Good afternoon *****

  We had our team re-issue your refund to your ****** account this morning, 1/10. We have attached the confirmation they are given when the refund is submitted. Please check your ****** and confirm you are seeing this credit.

  Thank you.

• Initial Complaint

  Date:12/18/2023

  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 Thursday December 14,2023 I went online to buy a custom for my daughter. I hit the button to process and I got a message saying the credit card info was incorrect so I tried again with the same message. I tried a different card with the same result and message. I decided to check my statement and lo and behold they charged me 5 times! I called the department and they said it was a hold and I told them I did not get a confirmation email so the order was not processed. They said to wait 3 days and the hold will be lifted. It still has not been lifted and when I call back they tell me to send an email with the pictures of the charges which I already did that day. Its clear the communication over there is not good. So the rep tells me they are going to respond to my by email at end of the day. And I bet you its going to be the same thing they told me on Thursday. I have close to $600 in charges and this is getting frustrating. I dont want another apology just my money back. My credit card said its not a hold its a charge!

  Business Response

  Date: 12/19/2023

  Good afternoon *******,

  We are sorry to hear you had an issue placing an order which lead to additional holds on your accounts. These holds should expire and fall off your account 3 to 5 business days from when you attempted to place the order. If you still see these holds on your account after 5 business days, please provide a screenshot of these charges so we can further assist you.

  Thank you.

• Initial Complaint

  Date:12/17/2023

  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 returned an item in September and was in contact with the retailer for a refund. I have been discussing a refund with them since, and even though they keep giving me dates that it will be issued, nothing has ever refunded.

  Business Response

  Date: 12/19/2023

  Good afternoon,

  We have reached out to our ****************** for assistance with your refund and an update on when you will see the funds available in your PayPal account. We should have an update available shortly.

  Thank you.

  Customer Answer

  Date: 12/19/2023

  [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:12/12/2023

  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.

  I have been waiting on a refund since 10/26/23. Every time I contact them, they increase the amount of time required for a refund. I have attached the email thread that reflects this.

  Business Response

  Date: 12/13/2023

  Good afternoon ******,

  We are sorry to hear you have not yet received your refund. We have escalated this issue to our Finance Department for assistance with have your refund processed back to your ******. We will update you as soon as we receive confirmation the refund has been completed.

  Thank you.

  Customer Answer

  Date: 12/13/2023

  
  
  Complaint: ********
  
  
  
  I look forward to hearing back from you ASAP. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 12/19/2023

  Good afternoon,

  Our Finance Department confirmed your refund has been processed. We have attached the refund receipt.

  Thank you.

• Initial Complaint

  Date:12/06/2023

  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 purchased a light up stick figure costume on October 26th at a Spirit Halloween store located in *********** ********. purchase price was $38.05. the costume was worn briefly by my child on October 31st and stopped working. when I inspected the costume I found the battery pack wires were disconnected. I called Spirit Halloween customer service on November 1st and explained the situation. Spirit instructed me to email pictures of my receipt and pictures of the defective costume and receipt to their guest services email address. I sent the email per instructions. I called Spirit on 11/3 and was told that the email and pictures were received. The representative confirmed that a refund was approved on November 3rd and told me that the refund was processing. After several days of not seeing the refund hit my credit card I called Spirit on November 11th. On that date the spirit rep told me that the refund was processed and it could take up to 30 days to receive the refund. The representative instructed me to call back if no refund was received by December 3rd. On December 3rd still no refund was received so I called spirit yet again on December 4th. On this date a representative again confirmed a refund was processed on November 3rd and told me the refund could take up to 21 business days. They told me that they noted their system of this issue and told me to call back if nothing received by 12/5 (the 21st business day). I called back today 12/6 and was told by the spirit rep that they can see that this has been approved but it appears no refund was ever processed. I would like the $38.05 refunded that Spirit has been promising me since November 3rd. It should not take this long to refund a credit card account. ******************** has all the information they requested and they confirmed multiple times that they would refund my purchase price in its entirety. Yet as of December 6th no refund.

  Business Response

  Date: 12/07/2023

  Good afternoon ****,

  We appreciate you speaking with us and providing the information we needed to have our ****************** manually issue your refund. This was completed today. The funds should show as available in your account in 3 to 5 business days.

  Thank you.

  Customer Answer

  Date: 12/09/2023

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