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:11/06/2023

  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 made an on-line purchase from Spirit Halloween on September 23, 2023, for yard decorations. I have not received my order **************** placed 09/23/23. I have made multiple attempts to contact this company for a refund of the $42.58 I paid.

  Business Response

  Date: 11/07/2023

  Good afternoon,

  We checked the email provided for any orders and do not see any. The order number provided by the guest does not match our order numbers. Can the guest provide the email they have been contacting? Based on the information the guest provided, it appears they placed an order on a site that is not our, potentially a scam website. The guest should report this charge to the bank or credit card company immediately.

  Thank you.

  Customer Answer

  Date: 11/09/2023

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

• Initial Complaint

  Date:11/04/2023

  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 ordered a $80 costume (large) and it didn't fit despite following the sizing guidelines, and I couldn't return the costume, so now I'm stuck with a useless $80 set of clothes.

  Business Response

  Date: 11/06/2023

  Good evening,

  We are sorry to hear you would like to return your item. All online items can be mailed back to our warehouse for a refund within 14 days of being received. Please package any items you want to return in a box and mail it back to that address for a refund on the taxes and merchandise.

  Thank you.

• Initial Complaint

  Date:11/04/2023

  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.

  Purchased a ghostbuster costume on 11/28/23 from their ********************** location. Size was a bit small. On Nov 1 tried calling their store to discuss either an exchange or a return. Phone had an automated message saying they cant answer the phone but did not advise that was their last day for exchanges, returns. I go to the store the next day. Manager told me they could not do exchange or returns as their corporate office told them not to do it. She suggested I reach out to corporate office for a resolution. I tried to contact via phone and email. No response so far. I want a refund.

  Business Response

  Date: 11/06/2023

  Good afternoon,

  We are sorry to hear you would like to return your item. Our stores stopped accepting returns on 10/23 and exchanges on 10/26. We can provide an address for you to mail the item back to our home office for a refund. Please package the item in a box and include a slip of paper with your name and phone number and a copy of your receipt. You can mail this package to:
  Spirit Halloween
  ATTN: Returns
  *************************************
  *******************, ** 08234

  Thank you.
  
  

  Customer Answer

  Date: 11/08/2023

  
  Complaint: 20824990
  
  I am rejecting this response because: Vendor is not covering shipping cost. To restate, I was not able to get an exchange or refund locally when I took time off from work and physically went to their local store! If they took care of the issue then, I would not have to pay shipping cost. Now they are offering a refund which is a move in the right direction. However, they will need to send me a pre-paid shipping label such that I can return without incurring addtional costs.
  
  Regards,
  
  *******************

  Business Response

  Date: 11/11/2023

  Good afternoon,

  We are unable to provide a pre-paid return label for a missed in store return deadline. When your items were purchased on 10/28, store signage and associates should have informed you that all sales were final and the deadline for in store returns and exchanges had passed. The deadline for in store returns was 10/23 and exchanges was 10/26. We would be happy to make an exception and process a return through our home ************** since the item does not fit, but we are able to provide a pre-paid label for the items to be mailed back. We apologize for any inconvenience this may cause.

  Thank you.

  Customer Answer

  Date: 11/16/2023

  
  Complaint: 20824990
  
  I am rejecting this response because: At the time of purchase, sales person did not inform me that all sales were final. In fact, they even said that if there is a need ot return or exchnage that could be done. Thsi is deceptive business practice. I will give my future business to others. 
  
  
  
  Regards,
  
  *******************

• Initial Complaint

  Date:11/02/2023

  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.

  I ordered a costume on 10/28 for an event on 11/11. According to their size chart, I ordered an XS. I received the product on 11/1. It was much smaller than their size chart specified and didnt fit. I contacted them to exchange for a size that does fit. Their response was we only accept returns until 10/26. I ordered this on 10/28! Their next response was that all sales are final after 10/26. That wasnt stated anywhere on the site when I ordered online or I wouldnt have purchased this. I spent $80 on a costume that cant be worn and they wont even exchange for a different size. I dont want my money back. I simply want to be able to wear the costume. This is completely unacceptable. If they dont allow exchanges after a certain point, then dont allow ordering after that date unless you state VERY CLEARLY that youre out of luck if the costume doesnt work for you. I will never shop there again. Their customer service is a joke.

  Business Response

  Date: 11/04/2023

  Good afternoon.

  We do not process exchanges on online orders. All online items can be mailed back to our warehouse for a refund within 14 days of being received. Please package any items you want to return in a box and mail it back to the original sender address for a refund on the taxes and merchandise. You can include a slip of paper with your order number in the package and should hold on to the return tracking number they provide you. Once received, your return will be processed and you will receive a refund and you can order the size needed.

  Thank you.

  Customer Answer

  Date: 11/06/2023

  [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:11/01/2023

  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.

  On October 29, 2023, I traveled about 2 hours to get to the store to purchase a Grinch costume.First, I felt as if I was being racially profiled because I was followed around the store. After finally deciding to purchase the grinch costume i left. Did not try the outfit on until the day of Halloween only to find out that the outfit was defective. The battery pack in the outfit was missing so it would not inflate! I was disgusted because I was to enter a costume contest that I missed out on!!!! And lost the prize of $200.00. And not to mention the $69.11 I paid for the costume!! When I contacted the business, the first *************** up on me and then I had to call back and ask them for a call back and was again put on hold for another 30 minutes and they were very rude and does not want to give a refund because it is after October 26,2023. I am sick of the run around with this company and they are selling defective products and will not respond to the customers ! This is a horrible business and I am highly disappointed in the service and the way they stand behind their products!

  Business Response

  Date: 11/01/2023

  Good afternoon,

  We would be happy to either provide a replacement battery pack so the item could be used at a later date or assist you with returning the item by mail.

  Thank you.

• Initial Complaint

  Date:10/31/2023

  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.

  Hi, a week ago on 10/25, i ordered my costume on spirit halloween website. Order # : ********* . I chose 2- day shipping and paid an extra $25 just for the costume to arrive on time before halloween. Once they shipped it out, it said that the expected delivery was supposed to be yesterday (10/30). i am beyond frustrated that i had spent more money for the fast delivery just for it to not even arrive for halloween. Now it says my expected delivery for this costume will arrive Nov. 1-2. This company is ridiculous

  Business Response

  Date: 11/01/2023

  Good afternoon,

  We have issued a full refund for the shipping fees paid. We sincerely apologize for the delay in your order. As you no longer need the item, please refuse the package or write "return to sender" on the unopened package and drop it off to the carrier so it can be fully refunded.

  Thank you.

• Initial Complaint

  Date:10/31/2023

  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.

  Spirit Halloween,I am unable to reach anyone in your customer service department. Your hours say you are open however when I call there is a message saying you are closed. This is terrible customer service! I only received the mask from my order below. The other items WERE NOT DELIVERED and the email I received claims they were delivered! I only received a mask from ********. Please issue a refund as soon as possible.Order Date: 10-26-2023 Order #: *********

  Business Response

  Date: 10/31/2023

  Good evening,

  We have issued a full refund for missing items. We are sorry to hear all of your items did not arrive. You should see the refund process back to your original payment method in 5 to 7 business days.

  Thank you.

  Customer Answer

  Date: 10/31/2023

  [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:10/30/2023

  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 ordered a costume for my son. He is away at college and wanted it for a coordinating outfit with friends. The costume was ordered on Sunday October 22 and we paid overnight delivery to be absolute certain that he received it. On the 25 th when we received an email saying it should be arriving Thursday, I called and was told there was a 10 hour wait time. I left a message for a call back. After attempting 6 times with call backs someone said they would reimburse the difference in overnight shipping. Meanwhile it is Monday and he still has not received the costume. He missed out on all the parties and fun thanks to Spirit Halloween. Never again will I deal with this rude company.

  Business Response

  Date: 10/31/2023

  Good evening,

  Can you please provide your order number so we can further assist you with a refund on the shipping fees and a return/refund on the item?

  Thank you.

• Initial Complaint

  Date:10/30/2023

  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 purchased 3 items (all sealed in bag) on October 26. I was neber told there was a no return policy on items. I went to return items (unused and still sealed) today (October 28) and was told I could not do it. When I told them I did not know it they said it was printed on receipt which nobody made me aware of when I purchased items. I called corporate office and was told it was discretion of manager. I feel this is very unfair.

  Business Response

  Date: 10/31/2023

  Good evening,

  We have our return policy posted at each POS system and on each receipt to ensure that our customers are informed as they make a purchase. Our stores have a cut off date where they are unable to accept any more returns. We can allow you to pay to mail the items to our home office for a refund. Please package the item in a box and include a slip of paper with your name and phone number and a copy of your receipt. You can mail this package to:
  Spirit Halloween
  ATTN: Returns
  *************************************
  *******************, ** 08234

  Thank you.

  Customer Answer

  Date: 11/05/2023

  
  Complaint: 20794625
  
  I am rejecting this response because: I tried to return at the business (in person) and was denied.  Then I was told via customer service on phone that it was up to the manager's discretion as to whether they returned items.  Plus, I was NOT informed when I purchased the items that I could not return items. I am not paying extra money that i am already out to pay to mail the items and not know for sure that I will get a refund.  If i could have gotten a refund then they should have done it when I took it in when I was in person.
  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 11/06/2023

  Good evening,

  Our store was unable to issue a refund as it was passed the cut off for in store returns. We would be happy to process the return manually from our home office. Unfortunately, to do this return, you would have to pay to mail the items to us. As our stores are not closed, we are unable to set up a surrender in store for the items. We can provide you the direct number to contact once your return is received for your refund to be processed, ************. Once received and checked, we will contact you at the number provided in the package to enter your refund. 

  Thank you.

• Initial Complaint

  Date:10/29/2023

  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 order online Thursday 10/26/23 for OVERNIGHT delivery. Paid just under $30 for OVERNIGHT delivery. When I went to check tracking info since the costume was needed for the weekend, as why I ordered from a company that offered OVERNIGHT delivery and paid an outrageous price for shipping. It started it will be delivered on MONDAY?! How is OVERNIGHT delivery 4 days later. I immediately contacted customer service to cancel this order because it has not been shipped yet, and I want to refund immediately. This horrible company that ripped me off and thats dishonest told me that I have to wait for the shipment on Monday and then return it. Are you kidding me?! it wasnt even shipped yet. Misleading and VERY dishonest company. They took my money and price gouged shipping when they knew they couldnt deliver.

  Business Response

  Date: 10/30/2023

  Hi there! We do see that the order is arriving on Monday 10.30.2023. Once the order arrives we ask that you write RTS on the package and return it to us for a full refund. At this time we have started the return process and you will see the amount of $85.69 reflect back to the original form of payment in 3-7 business days. Again, we do apologize for the shipping delays and the order not arriving in the time frame expected.