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

  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:12/06/2023

  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.

  Order Date: 10-22-2023 Order #: ********* (Online)I made a online purchase and paid extra for expedited shipping. Spirit Halloween did not ship my order out 2 day as I had requested and paid for. When I called them they told me that they would ship me another order out next day so I could receive my order in time. This was just a way for them to get me off the phone and pacify me as they never shipped the other order our nor did they refund me. I denied delivery of my original order as it did not arrive in time. They received it on Oct 31. I have contacted Spirit Halloween by phone twice and 5 emails asking for my refund. Originally told -7-14 days. When I did not receive in within 14 days I was told ***** and when I did not receive it within 21 days I was told sorry processing issues please allow an additional 5-7 days now. It has been over 30 days and I have not seen a refund.

  Business Response

  Date: 12/07/2023

  Good afternoon *******,

  We are sorry to hear your refund has not yet been received. As it is passed the 21 business day window for your refund to process, we would like to escalate this issue to our ****************** for further assistance and manual processing. To do so, we will need either a PayPal email address or to speak to you over the phone to collect card information so our team can manually issue the refund. Can you please provide us with either a PayPal email address or the best time for us to reach you via phone?

  Thank you.

  Customer Answer

  Date: 12/11/2023

  
  Complaint: 20965636
  
  I am rejecting this response because: 

  There is no contact information left for me to reach out to the correct department to get this resolved. I can be reached at ************. I did reach back out to the company only to hear once again no supervisor available and I should receive my refund in another 7 business days. 

  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 12/13/2023

  Good afternoon *******,

  We appreciate you taking the time to speak with us over the phone. We have submitted your refund to a supervisor in our ****************** for further assistance and will call you when this has been completed.

  Thank you.

  Customer Answer

  Date: 12/15/2023

  [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:12/05/2023

  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.

  I never received an item that I ordered and paid for. Spirit Halloween claimed to have refunded me on 11/1/23, but I have yet to receive anything. It has been two months since the initial order was placed and their customer service just told me to wait an additional 21 business days (which theyve already told me, and *** already waited much longer than that). Either they are completely inept, or theyre running a scam. Buyers beware!!!

  Business Response

  Date: 12/06/2023

  Good evening *****,

  We are sorry to hear your original refund did not process. We see one of our team members collected a PayPal email address for a manual refund. We have asked our ****************** to manually process this refund for you and provide an update when it is complete. We will provide an update as soon as we receive one.

  Thank you.

• Initial Complaint

  Date:12/04/2023

  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.

  I placed an online order on 10/08/2023. The product never shipped. ***** never received the package. The order was canceled on 10/31/2023. I have not been refunded even after contacting customer service multiple times.This has been a horrible experience. Instead of informing me that the product was unavailable, I waited 3 weeks for it to ship. Now, Ive been waiting over a month just to get a refund. This company has had my money for 2 months and refuses to refund me. Order number *********

  Business Response

  Date: 12/05/2023

  Good afternoon,

  We are sorry to hear you have not received your refund. We see this refund see this refund was entered into our system and should have processed back to you. Please contact us at ************ so we can escalate this issue to our Finance Department.

  Thank you.

• Initial Complaint

  Date:11/21/2023

  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.

  I have been working with *************************** to get a refund for an item that was returned. Attached is the original receipt. Can you please help me figure out what's going on? Originally when ******* and myself spoke the refund should take **** days. That was on 11/2/23. Refund requested $58.29 card ending in **** Tracking number for returned item:1Z124E1Y0355510633 Delivered On Friday, October 27 at 9:35 A.M. by **** ******* confirmed item was received. ******* has been very helpful, but it seems the accounting department is having a problem issuing the refund.

  Business Response

  Date: 11/24/2023

  Good afternoon *******,

  We have reached out to our FInance Department for further assistance. We have followed up with the supervisor ******* is working with to request confirmation of completion once your refund is manually entered. We will provide this as soon as it is completed and ******* will call you to provide confirmation as well.

  Thank you.

• Initial Complaint

  Date:11/17/2023

  Type:Billing 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 costume at the beginning of September, I received it, but then due to the costume being too big, I asked for a return. I then returned it mid September using the **** system. I kept my receipt for close to 45 days. However, I also attempted to make contact with them. By Live chat, which you never get someone, you just sit there, they indicate they will connect with a live person, but do not, Then I called twice, once time being on hold for over 15 minutes, the other time being hung up on. Originally some of my attempts were prior/around Halloween time, so I decided to wait a few weeks afterwards. At this point, I can no longer find the tracking number. I reached out to Spirit Halloween again, this time someone did connect via live chat. I was told, they would send an email to the warehouse to see if they have it. At this point, I am guessing they lost the return order due to an abundance of returns. I do not think someone should have to follow-up multiple times to get a refund. I would suggest using someone other than Spirit Halloween, customer service is horrible and apparently you do not get your money back when you return an item.

  Business Response

  Date: 11/17/2023

  Good evening,

  We checked your order but see it has not been processed as a return by our warehouse. We would suggest contacting **** to retrieve the return tracking. Once we can confirm a package was delivered to our warehouse, we will issue a refund for the merchandise and taxes on your order. We sincerely apologize for any difficulty getting through to us during peak season. We experience high hold times due to an influx in contacts.

  Thank you.

  Customer Answer

  Date: 11/20/2023

  
  Complaint: 20885170
  
  I am rejecting this response because: as I previously stated in my complaint, I can longer locate this receipt. I managed to hold onto it for over 30 days, however, I was in an automobile accident with someone taking care of me, apparently they threw out the receipt. As I also stated, I tried contacting Spirit by telephone twice and by live chat 3 times. The first attempt to reach someone, I was on hold for over 10 minutes, each time I attempted to reach someone via live chat, no one ever actually got into the chat, it just kept saying you would be connected when an agent was available. Finally after several weeks of trying, I did reach someone live chat only to be told they would research it and email me, which again never happened. I know you received the item as I always check the tracking number before I even reach out to a business if there is an issue to ensure they did get the package, I confirmed it was delivered to your warehouse. I am guessing due to the c*** of customer service ********************** provides your warehouse lost it and now the customer is being penalized for this. I did in fact return it, I did in fact verify it was received at your warehouse and I held on to the postal receipt for over 30 days, and I did in fact make several attempts to reach out to Spirt Halloween to obtain the status of my refund. 

  The attempts to contact Spirit Halloween was horrible, I know it's in your warehouse and someone from your company failed to process and now I am being penalized for it. 

  No customer should have to one wait over 30 days for a refund, or have to make several attempts to check on the status of the refund, only to realize that I am still as the customer being penalized for **********************'s error. 

  Regards,
  
  *******************

  Business Response

  Date: 11/21/2023

  Good afternoon,

  As you are unable to obtain the tracking, we have issued a refund as an accommodation. Our warehouse processed refunds as the returns are received to them. We wanted to confirm the package went to the correct address and save the number on your order notes. We also wanted to use it as information to address any issue that *** have occurred at our warehouse with a package being missed. You should receive email confirmation of your refund shortly and your refund should process back to your account in 7 to 14 business days or less.

  Thank you.

  Customer Answer

  Date: 12/05/2023

  
  Complaint: 20885170
  
  I am rejecting this response because:
  
  I had a complaint filed with Spirit Halloween, I was advised on 11/21 I would be getting a refund. Well its now 12/5 and no I do not have a refund. This is what I am talking about there is something seriously shady about this company. They do not process returns and apparently do not process refunds. I would like this complaint opened back up, it was not finished.
  
  Regards,
  
  *******************

  Business Response

  Date: 12/06/2023

  Good evening ***,

  We are sorry to hear you have not received your refund yet. We checked and see your refund was entered on 11/21. Our refunds take 7 to 14 business days to process back to your account. If you do not see your refund available in your account by 12/11, the fourth business day, please let us know so we can escalate the refund issue to a supervisor in our ****************** for further assistance.

  Thank you.

  Customer Answer

  Date: 12/16/2023

  
  Complaint: 20885170
  
  I am rejecting this response because: as per your note I should wait until 12/11, it is now, 12/15/23 and still no refund. I am checking all accounts I may have used in order to confirm before replying. There is something seriously flawed with Spirit Halloween, first you can't find my return now it's been over a month since I was told I would be getting a refund, yet still no refund. It is now December; we are going on 90 days of trying to get this issue resolved. 
  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 12/19/2023

  Good afternoon ***,

  We have sent your PayPal information to our ****************** to have this manually entered. We should have an update available for you shortly. Your refund in our system should have processed back to you by this time. We apologize for the delay.

  Thank you.

• Initial Complaint

  Date:11/17/2023

  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.

  Complaint about False Advertising and Misleading Information Regarding Returns and Exchanges I am writing to express my dissatisfaction with a recent experience at your store. I am *******************************, a customer who purchased items from your ********************** on October 25, 2023.At the time of purchase, the cashier informed me that I had until Friday, October 27, 2023, to exchange any items. However, when I attempted to exchange the items on October 27, 2023, the store manager refused to honor the previous employee's statement and disregarded my concern.This situation is particularly frustrating because I was given misleading information about your return and exchange policy. I believe this constitutes false advertising, as the information provided by your employee directly contradicts the policy stated on your website.I am seeking a resolution to this issue. I would like to exchange the items as initially informed by your employee. I believe this is a fair request given the circumstances.I look forward to your prompt response to this matter. Please contact me at **************** or via mail at my *****************.Total amount was 124.00$ Date first purchased 10/25/23 Date issues occurred 10/27/23 Store number ***** Transaction number ****

  Business Response

  Date: 11/17/2023

  Good afternoon, 

  We are sorry to hear you were mis-informed of our policy. As our stores have closed, we are unable to exchange the item. We have attached a pre-paid return label for the item to be mailed back for a refund. Please package your item(s) and include a copy of your receipt with your contact information inside the packager. Please use the attached label to mail the items back to us for your refund.

  Thank you.

• Initial Complaint

  Date:11/15/2023

  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 purchased two costumes online on Oct. 15th. Only one was delivered on Oct. 18th. It only was one costume. I tried to reach out to them by phone but it was absolutely impossible. I reached out to them by email stating we didnt receive one of the orders but kept getting an error in my email saying the email address wasnt valid (I repeatedly checked it was correct) Finally got a response from that email asking me questions which I responded to. Had to follow up 3 times. Finally got another response asking for a picture of what we did receive although I already told them which costume was delivered and which wasnt delivered, I thought this was odd. I dug up the costume after packed up since Halloween was over and sent a picture. Had to follow up multiple times again. Then I received two emails stating I would be refunded shipping (first email) and sales tax (second email) but nothing about the costume. The person I was talking with did confirm via email that I would be refunded the total for the costume but its been 10 days and no refund and no response from the company. Their customer service is awful, they dont respond. I dont believe for a second they even shipped that second costume. The whole experience feels very scammy to me. They also are stating I paid $39.99 for the costume when I paid $49.99 and sent a screenshot of the order receipt sent to me.

  Business Response

  Date: 11/15/2023

  Good evening *********,

  We checked your order and see the refund for your item is processing currently. You are receiving a merchandise refund for $39.99 as the item was $49.99 but there was a $10.00 discount applied to this item for 20% off. You should received this refund in 5 to 7 business days, but it can take up to 14 business days to receive this refund during peak season. We see this refund was reissued today, so this should be received by 12/6 at the latest. This item should have been included in the package with the item you received. We have address this packing error with our warehouse to ensure they have corrected this problem moving forward.

  Thank you.

  Customer Answer

  Date: 12/06/2023

  
  Complaint: 20873784
  
  I am rejecting this response because:
  
  This is my second time coming here to the BBB and reporting this, for some reason, I do not see my previous complaint listed. I ordered two costumes, only one was delivered. I reached out on Oct. 30th. I had to reach out a couple times before I got a response. Everything about this felt off, the costumer service, the whole wait 21 days for a refund.. felt very scammy. I was told on Oct. 31 I would receive a refund. I did not. I reached out multiple times and was assured it would come 7 days, then 14 days and then 21 days and then the last person said it would come by today, Dec. 5th. I have no refund. I reached out again with no response. I filed a complaint about this here but missed the "Response" window and therefor it was resolved, which feels so wrong to me. I wonder how many people this happens too. Their customer service is absolutely awful, there is no way that it should take from Oct. 30 to Dec. 5th to receive a refund, and I don't even actually have it. It just blows my mind and they don't care. This whole thing is scammy and I hope other people are aware before they order from here online.
  
  Regards,
  
  *****************************

  Business Response

  Date: 12/07/2023

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

  We are sorry to hear you have not yet received your refund. Your refund should have processed back into your account yesterday and be available to you. Since you are not seeing this refund available, we would like to escalate this issue to our ****************** for further assistance. Our team will have to manually process your refund to ensure you receive it. We will have this process expedited as you have already waited for your refund. Can you please provide either a PayPal email for your refund to be sent to or the best time to reach you via phone so we can collect the needed information for this to be processed?

  Thank you.

  Customer Answer

  Date: 12/07/2023

  
  Complaint: 20873784
  
  I am rejecting this response because: How am I supposed to send them my PayPal? Or even get a hold of them? I call all the time and no one answers. Ive sent email after email with no resolution. This is not my bank issue. Ive never heard of a refund being more than 7 days at most. This has been since Oct. 31. Find my order, issue the refund again and make sure it goes through. Dont you have people who follow up on these types of things? There are so many other people this is happening to, its absolutely unacceptable. 
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 12/08/2023

  Good afternoon *********, 
  
  The best number to reach ***** Services is **************, with our agents available for calls Monday-Saturday 9am - 10pm, and Sunday 11am - 9:30pm. There is a call back option available if you would prefer not to wait in queue, as call wait times may vary throughout the day. For alternate assistance, there is a live chat feature available through our website for help in real time from an available agent through written means. As the order was already entered and processed for electronic refund in the system, any re-entry must be processed manually with the ****************** for resolution. Please let us know the best time to call you to verify the payment information for this manual refund with ****************, or let us know the email address associated with your Paypal account so we may process this for you.
  
  Thank you.

  Customer Answer

  Date: 12/12/2023

  
  Complaint: 20873784
  
  I am rejecting this response because: I still can't seem to get this resolved. Even with calling. I am not sure why a refund cannot just be sent to me. Please send me an email address that I can send my PayPal email address to to get this solved- someone in management or the finance department. This has gone on way too long. 
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 12/13/2023

  Good afternoon,

  Please provide your PayPal email address in your response here so we can have this issue escalated to our ******************* We will have one of our supervisors call you when we receive confirmation the refund has been issued to your PayPal.

  Thank you.

  Customer Answer

  Date: 12/14/2023

  
  Complaint: 20873784
  
  I am rejecting this response because:
  
  I cannot provide my email address as I was told it could be public. My PayPal email address is the email that I ordered with and the one Ive used the corresponding with people via email. 
  

  this is the information to look up you will see my email there. Please send it to that email address. Can you please let me know when thats done? 
  

  Order Date: 10-15-2023
  Order #: 605563052 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:11/10/2023

  Type:Customer Service 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 the costume for my son on October 29 knowing this was final sale for ***** a Barney ******** The costume did him in the store. He put it on October ************************************************************************************************* So he had to go home because he was upset his costume wasnt working because its a blow up ******. And with out a fan its no good. Sprit Halloween say nothing they can do it was ***** dollars and the product didnt work.

  Business Response

  Date: 11/14/2023

  Good evening,

  We are sorry to hear your ************************* did not work for Halloween. We would be happy to provide a replacement fan so the item could be used further or assist you a return and refund. Please let us know which option works best for you.

  Thank you.

• Initial Complaint

  Date:11/09/2023

  Type:Customer Service 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 ********* didnt work I have the receipt and have been trying to return it. In store told me to email guest services I did and they keep giving me the run around. They asked for pictures of the receipt a video of the prop multiple times I have completed.

  Business Response

  Date: 11/14/2023

  Good evening,

  We are sorry to hear you purchased a ********* is not functioning. We checked but do not see any email threads with the email address you provided that express the item and issue. We have sent you an email so our tech squad can further assist you with the prop. The will provide troubleshooting to get your item operational and assist you with returning the item if they are unsuccessful.

  Thank you.

• Initial Complaint

  Date:11/07/2023

  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 have already e-mailed the store twice, and spoken to a representative 3 times requesting a refund (including an expedited shipping fee) on a $506.48 order place on 10/17/2023, which was never received. I have been told a refund would soon be issued for weeks now, over and over again. It is unlawful to keep funds for items which were not delivered. I do not recommend, and I will never shop at Spirit Halloween again.

  Business Response

  Date: 11/11/2023

  Good afternoon,

  We are sorry to hear that your refund was promised and not delivered. We checked your order and see your order has been refunded in full on 11/7. You should see this full refund credit back to your account by 11/16 at the latest.

  Thank you.

  Customer Answer

  Date: 11/11/2023

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