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

  9521 Taylorsville Rd Jeffersontown, KY 40299

• 

  Spirit Halloween

  4530 EASTGATE BLVD, STE 300 Cincinnati, OH 45245

• 

  Spirit Halloween

  1679 W Lacey Blvd Hanford, CA 93230-5928

• 

  Spirit Halloween

  The Plaza at Windward Alpharetta, GA 30004

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:10/23/2023

  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.

  Good Evening! I went to buy my daughter a Halloween costume the other day and we went to Spirit of Halloween in ******, **. When we got home she tried on the costume and the button that keeps the jacket together fell off. We put the costume back in the bag and brought the receipt so it could be exchanged. When we got there my return was refused because the lady said we had taken out the bow tie from the original package as well. I was thinking of course, I just said she tried on the costume and the button fell off. I suppose I just want other people to be aware of this business practice that just doesn't seem right and my daughter is definitely disappointed as am I. Thanks for your time.

  Business Response

  Date: 10/24/2023

  Good evening,

  We would be happy to assist you with setting up a return or exchange. As our deadline for returns in store has passed, we would have to provide a pre-paid return label to have the item mailed to us for a return. Can you please let us know if you would rather go in store or return through our home office? If you would like to exchange in store, please let us know what store you would like to go to and when you can make the trip and we will arrange with with management.

  Thank you.

  Customer Answer

  Date: 10/25/2023

  [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. I would be happy to mail the costume back to you if that works better for you. However, I suppose I would be concerned that we wouldn't receive the replacement in time for Halloween. Would it be better for me to return it to the store? Either way works for me just let me know what you think is best. The store I would be going to would be the one in *******************, **. Or, if you'd rather email the return label to me my email is ********************* Thank you so much for your help, I greatly appreciate it!  
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 10/27/2023

  
  Complaint: 20771939
  
  I am rejecting this response because:
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would be happy to mail the costume back to you if that works better for you. However, I suppose I would be concerned that we wouldn't receive the replacement in time for Halloween. Would it be better for me to return it to the store? Either way works for me just let me know what you think is best. The store I would be going to would be the one in *******************, **. Or, if you'd rather email the return label to me my email is ********************* Thank you so much for your help, I greatly appreciate it!  
  
  Regards,
  
  ***********************
  
  Regards,
  
  ***********************

  
  

  Business Response

  Date: 10/27/2023

  Good afternoon,

  We would be processing a refund for your purchase instead of a replacement. The deadline for in store returns has passed, so the store will be unable to issue a refund for the item at this time. The last day for in store refunds was 10/23. We have emailed you the pre-paid ***** shipping label and instructions on how to mail the item back so we can issue a full refund for the damaged item.

  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:
  
  

        Thank you! I did receive the return shipping label and I dropped the package at a ***** pick up location this afternoon. Thank you so very much for all your assistance! 

  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:10/20/2023

  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.

  I purchased a halloween costume on October 10th from Spirit Halloween. They reported a delivery date of ***** to *****. They never shipped it, and hung up on me twice during a customer service callback (within 30 seconds, without saying a word). I had to jump through many hoops to discover that it was now out of ********** cost me $40 extra to buy it from another vendor with priority shipping to get it before halloween.

  Business Response

  Date: 10/21/2023

  Good evening,

  We checked your order and see that we have issued a full refund for your order. Your refund should be received by this upcoming Friday at the latest.

  Thank you.

  Customer Answer

  Date: 10/21/2023

  [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:10/18/2023

  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.

  I ordered a costume on 9/15/23, received it on 9/21/23 and it did not fit my daughter. I requested a return on 9/24/23 and received a return authorization slip from the business. I mailed the items back on 9/28/23 and included the return authorization slip inside the package. I have reached out to the company several times and they claim they never received the package and will not refund my money.

  Business Response

  Date: 10/18/2023

  Good afternoon,

  We would be happy to further assist you with this issue. Can you please provide the return tracking for the package?

  Thank you

   

• Initial Complaint

  Date:10/10/2023

  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 bought an item from their online shop and when I received it, it was proven to be defective. Their support agreed for me to return it in which I did for a refund. Until now the refund has not yet credited to me and while waiting for it, I purchased another item. The most recent item I ordered arrived but when I checked it appears to be used for there were damaged parts. Basically they sent me garbage when I paid for a new one. Now I am waiting for my refund and in addition I am also waiting for their response to address my most recent purchase. This is so unnacceptable.

  Business Response

  Date: 10/12/2023

  Good afternoon,

  The returned defective item was received by our warehouse yesterday. A refund was processed for this item this morning in full. The guest should receive this refund in three parts in 5 to 7 business days. We see the guest mentioned the second item they ordered was also defective. We see the guest spoke with someone yesterday who processed a replacement order, order #************, for a new item for the guest. If this item arrived defective or damaged, the guest just has to contact us to let us know what the issue is so we can further assist them.

  Thank you.

• Initial Complaint

  Date:10/06/2023

  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 on the 23rd. After no update on my order for 11 days, a worker told me ***** has it. ***** does not. I called back again, a new agent replaced the order with expedited shipping. Again now - I cannot view or located the order. I called for an update - they said it should have been here yesterday - but the 11th the latest. Cannot provide shipping info. Stating warehouse location in ********** is not responding to any of their emails regarding my order. Recommended I cancel if I do not hear anything good on Monday with a provided 20% off and free shipping. At this point if I did this - it would be my third time for the same costume and with the free shipping/20% off I STILL would not get a costume in time for Halloween. Very frustrated and disappointed. Order #1: ********* Order#2: ************

  Business Response

  Date: 10/09/2023

  Good afternoon,

  We apologize for the confusion with your replacement order. It was shipped from our ********* website, so it would not show on Spirit Halloween's website. We do see ***** had marked your order delivered on Monday 10/9/2023 with picture proof of delivery. Please reach out to use to let us know if you had trouble receiving this order.

   

  Thank you.

• Initial Complaint

  Date:10/06/2023

  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.

  October 6, Spirit Halloween at ************* ******** **, ******.My daughter went into your store today excited to get her costume. She has been in the store before, but unfortunately I could not buy her costume at that time. My daughter had carried a sweater around the store hoping she could buy it. She asked me, I said we cant afford it today, but maybe another time. My daughter then put down the sweater in a spot she could go back to at a later date. It was not the spot she had gotten the sweater from. Today she went in and was accosted by a female member of staff. She was informed they had reviewed security footage from her last visit, and they know she put the sweater back in the wrong place. My daughter apologized and told the staff member she had just hoped it would still be there when she returned. The staff member told my daughter that she could make her purchase today, but was never allowed to return to the store!My child is devastated! She suffers from anxiety and PTSD, and getting her out with her friends is already an ordeal. Why would a staff member be so unnecessarily cruel. To be treated like a criminal! My child loved going in the store with her friends. Now shes banned! For what? Putting a sweater back in the wrong place! Now I have to try to help her through a completely unnecessary ordeal and try to recover her mental health. Have your staff learn some trauma informed responses so that they dont put anyone elses child through this.

  Business Response

  Date: 10/10/2023

  Good morning,

  Thank you for bringing this to our attention. could you please reach out to ************************************** so we can further look into this matter?

• Initial Complaint

  Date:10/05/2023

  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 placed an order on sept 13th. for the amount of $94.76. I have called 3 different times, sent emails, and am getting no where. The tracking number they provided weeks ago is no help either. All it says is label created n they havent yet shipped. I tried to get them to give me a legit order number with a tracking that works but no luck. I opened a case on PayPal to get my money back since they are not cooperating.

  Business Response

  Date: 10/09/2023

  Good afternoon,

  Your order was refunded on 10/7/2023 due to the pending label with the carrier. We apologize for any inconvenience, but you should see that in your account in **** business days.

   

  Thank you.

  Customer Answer

  Date: 10/09/2023

  
  Complaint: 20700963
  
  I am rejecting this response because:
  
  You blaming the carrier was not the problem. You guys not physically shipping it out was the problem. You never even got it to the shipper because it never left your warehouse according to your own words in the emails you sent me after I filed complaints. Please tell the truth and stop lying to cover for you own poor business practices and shortcomings. Until I see the money back in my account, I will not be considering this a resolved matter. I encourage your company to do better in the future.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:09/29/2023

  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 have been trying to get a hold of this company via email for over a month. I have been emailing them everyday with no response.

  Business Response

  Date: 09/30/2023

  .Good morning,

  We are sorry to hear you were not able to get a hold of anyone. You can email us at ************************************** or try calling **************.for assistance.

  Thank you.

  Customer Answer

  Date: 09/30/2023

  [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:09/28/2023

  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.

  At the ************ **** Spirit store, my 3 grandchildren were exposed to a disgusting costume on display of an adult male's genitalia. Why is there not an effort made to segregate these and others like this from the eyes of small children. their ages range from 4 to 10 years old.

  Business Response

  Date: 09/30/2023

  Good morning,

  We appreciate you letting us know about your experience and are sorry to hear you did not have a good experience due to the items we sell in store. We have let our team know about this for further review.

  Thank you.

• Initial Complaint

  Date:09/24/2023

  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.

  The ************* location has been closed for 4 days with nothing more than a nothing more than a note that says closed for emergency sorry for the inconvenience. It's been on there for 4 days and know employees have come in because my daughter loves that store and hasn't been able to go. I called the ************************************************** to call back today so they can call district manager now that number isn't taking calls.

  Business Response

  Date: 09/25/2023

  Good morning,

  Thank you for bringing this to our attention. We do apologize for any inconvenience, but this store has been closed by the city. We will inform our internal team to update our website map accordingly.

  Thank you.