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:10/29/2023

  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 ordered a Halloween costume online with order# *********. This was under my moms name as *************************. The wrong size was ordered and as soon as I realized I tried to issue a refund online. However. The system would not let me refund the costume before it was delivered. It was delivered but the store would not let me return it. I tried to call the corporate office and the hold time was 4 to 7 hours which is absolutely ridiculous. I finally get a call back and the customer care representative advises that I just send it back and they will refund me. However, they will not put in the system that I am returning this, or provide me a shipping label. What kind of business does not provide a customer with a shipping label and just expects someone to return the package with nothing in the system that this is a return. I asked to speak with a supervisor and the supervisor refused to speak to me. I stated that I wanted to speak with a supervisor and the customer care representative hung up on me. This is the most unprofessional business I have ever dealt with. It sounds like fraud that they want me to return the costume but will not put anything in the system stating I'm returning this. How can I expect this company to give our money back.

  Business Response

  Date: 10/30/2023

  Good Morning 

  We do apologize that you were not able to return your costume. As stated on our web site we do not provide return labels to return merchandise back to us. At this time we have started the return process and you will see the refund of $51.70 reflect in 3-5 business days back to the original form of payment. Please dispose of the costume as you see fit. Lastly, we do apologize for the long hold times as we are experiencing high volume. 

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

  Customer Answer

  Date: 10/30/2023

  [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:10/28/2023

  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.

  My 14 year old daughter purchased a pair of black ****************** with my debit card on 10/27/23 at 6:28pm. The bag with the wings in it was sealed closed at the top with cardboard stapeled shut. Meaning, it's not an item in a resealable bag so you cannot open the bag and try on the product. My daughter purchased the wings for *****, brought them home, pulled out of the bag, and the clear strap you use to pull over your shoulders was already broke. The strap was completely unattached to the wings, unbwearable. The next day, 10/28/23, I grabbed a new pair of wings, stood in line at Spirit. When I approached the counter and told the sales associate I was doing an exchange for the same product that is not broken. Another employee came up and told me they cannot do that. I said as you can see pointing to the new wings, that the bag is sealed shut so no one could have tried them on in store to break, but the strap was already broken when taken out of the bag. The employee again said he cannot exchange them. I said I paid full price for a broken product and you can't make it right by doing an exchange. He said all exchanges cut off was 10/27/23, today was 10/28/23 the day after the cut off. I said to him, "do you hear how wrong that is, I paid full price for broken wings and you won't exchange them because of the cut off date". He said that is company policy and stared at me. There was no real care about my situation. He didn't ask anyone to make an exception or attempt to make it right. If the company Spirit Halloween is that strict with their policies and care more about a "date" than their customers getting quality products or at least "making it right", than I hope Spirit Halloween goes out of business. I will tell everyone I know how I was treated and there was no resolution to my valid situation. I will not shop at Spirit in the future. We will go to Party City. I'm an avid Halloween lover, have shopped at Spirit prior years, but never again.

  Business Response

  Date: 10/30/2023

  Good afternoon,

  We would be happy to issue a refund for the damaged product purchased. Unfortunately, we are unable to mail you a replacement before the holiday tomorrow. Can you please provide a photo of your receipt and the best time to reach you by phone?

  Thank you.

• Initial Complaint

  Date:10/28/2023

  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 went into the store on numerous days to return a costume that was extra that I had bought. I went for a whole week straight to attempt to return the product however every time I went there was an issue and no one was able to return their items. Seems like the business didnt want to give any refunds so they would close down the line. Unfortunately there is a deadline to get your refund and anytime after the 23rd they only do exchanges and after the 26th theres no exchanges or returns. This is so bad for a business just turn away customers because they dont want to get hit with so many refunds.

  Business Response

  Date: 10/28/2023

  Good evening,

  Can you please provide your receipt for the item and what dates and stores you went to for a return?

  Thank you.

• Initial Complaint

  Date:10/27/2023

  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 recently purchased a 6ft Zombie Fog Animatronic from this store, and the experience has been nothing short of disappointing. Upon receiving the product, I discovered that a crucial part was missing. Despite my numerous attempts to contact the store and address the issue, they have failed to take any corrective action. The lack of response and unwillingness to facilitate a return process reflects poorly on their customer service. At this point, I'm left with a defective product and a sense of frustration. I strongly advise others to steer clear of this store and explore alternative options for their purchases.

  Business Response

  Date: 10/28/2023

  Good afternoon,

  Our Zombie Tech Squad handles replacement parts and refunds for animatronic issues. Please contact them directly and let them know what part is missing. They can either issue a replacement part or a return label and refund for the item. You can reach them at **************************************** .

  Thank you.

• Initial Complaint

  Date:10/26/2023

  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 made a purchase today, 10/26 in the amount of $222.41. During checkout, I was not made aware that returns were not accepted and that if I want to make an exchange it would have to be in the same amount spent. What??? First of all, not even 2 hours passed and I had to return (two) items that did not fit and (one) that was already damaged prior to purchase. I came back to the store with a total of three items. The lady at the store refused to return and/or exchange the items. There are no signs in the store stating the return policy and a customer should not have to find out about the policy after making a purchase. In fact, the prior day 10/25, I went into the store and made a purchase for $80.58 and the cashier at the time said the last day for returns was today, 10/26. What kind of company lies to its customers just to make a sale? I am so livid as the employees were not only rude but deceitful. Customers should be treated fairly and employees should demonstrate integrity. None of these were displayed. I want to see the **** security footage for that date/time. Ive not only had to waste my gas but also my time trying to resolve this issue. I demand a refund for the three items. I have no problem returning or sending back the items (at the companys expense) to the store or company address.

  Business Response

  Date: 10/27/2023

  Good afternoon,

  We are sorry to hear that you would like to return your items. As the deadline for in store returns has passed, your items would have to be mailed back to our home office at your cost to be refunded for a return. The store is unable to process returns after the return cut off. We would be happy to provide the address of our home ************** to mail your items back for a refund on any items returns. Our policy should be displayed at each register, on each receipt and verbally told to each guest at check out. 

  Thank you.

• Initial Complaint

  Date:10/26/2023

  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 entered the store to return an item that was unopened and never worn. I waited in line and was told that i could not return in an absolutely disgraceful manner without any explanation. I was yelled out infront of the entire store and everyone in line by an employee about this. The manager did not come to assist or explain anything to me. My kids were with me and they ended up crying on our way out. I ended up leaving the store shaking from embarrassment and fear. I was treated with such disrespect. I am distraught and now I feel unsafe going into the store.

  Business Response

  Date: 10/27/2023

  Good afternoon,

  Our stores have a cut off date for when returns are accepted, 10/23. After this date, no in store returns can be processed. Can you please confirm which date you attempted the return and a photo of your receipt?

  Thank you.

• Initial Complaint

  Date:10/26/2023

  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 placed an order with expedited shipping to get here by a certain date. I paid extra for expedited shipping, and this item is not shipping express and will not be here on time. The wait time for customer service is 19 hours! I know that ********************** does not allow exchanges after halloween, however I need to purchase this costume elsewhere because they did not honor the request and payment for express shipping. I need this refunded and returned.

  Business Response

  Date: 10/27/2023

  Good afternoon,

  This order was placed on 10/24 after the cut off time for same day shipping for priority shipping. This is why the order processed and shipped the following business days. The order is scheduled to arrive today, 10/27. If the guest no longer needs the item, they can refuse delivery or write "return to sender' on the unopened package and drop it back off to the carrier. Unfortunately, our stores are no longer able to process returns or exchanges as the deadlines for both of these have passed and we cannot issue a refund for an order that will be received.

  Thank you.

• Initial Complaint

  Date:10/25/2023

  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.

  After done purchasing at spirit halloween on ************ in ********* my husband and I walked to the car while my 16 years old daughter and 11 year old son stepped on the animatronics one last time. While doing this my daughter said an employee approached them showing them another animatronic, then he asked about the sport she plays and school (wearing her school shirt) and then told my 16 year old daughter to follow his Instagram that he makes music. He told her to search it up then told her to DM him so he can send her his music videos. This is a grown man knowing shes in highschool. Im disgusted. I called the store but they dont answer. Corporate is closed but I will be calling in the morning. Be careful because to me that is predatory behavior.

  Business Response

  Date: 10/26/2023

  Good afternoon,

  We greatly appreciate you bringing this situation to our attention. Please email this and any additional details you can provide, like a screenshot of the messages and Instagram account to ************************************** so we can have this investigated.

  Thank you.

• Initial Complaint

  Date:10/25/2023

  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 costume. Dressing rooms were unavailable. Took it home and it did not fit. I was told at the counter that RETURNS were accepted until Thursday. I sent my daughter to do the return with the outfit and receipt.She was told that they only accepted exchanges, no returns.

  Business Response

  Date: 10/25/2023

  Good afternoon,

  Please provide a photo of your receipt and we can contact your local store to see if they will allow this return. Please also let us know when you would be able to make the trip to the store.

  Thank you.

• Initial Complaint

  Date:10/23/2023

  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 #: ********* I have waited and I still have not received my order. My attempts to reach out to customer service failed as they are completely rude and do not care about helping. This order was supposed to be for my birthday which has already passed.Since I cant find my order and customer service has stressed me out to the point where even chatting in doesnt help, I just want my money back. I have no package, my money is gone and no one wants to help.

  Business Response

  Date: 10/24/2023

  Good evening,

  We see this package has been marked as delivered to the address the guest provided with a delivery photo. Can the guest confirm the home in the photo is not theirs?

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

  Thank you.

  Customer Answer

  Date: 10/24/2023

  
  Complaint: 20773449
  
  I am rejecting this response because:
  
  the photo is not of my door. I dont have the color door nor is my door mat that color. Please give me my money back! Its been two weeks!
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 10/25/2023

  Good evening,

  Thank you for confirming that information. We have issued a refund for this order. It will process back to the original payment method in 5 to 7 business days.

  Thank you.

  Customer Answer

  Date: 10/27/2023

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