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Business Profile

Masquerade Costumes

Spirit Halloween

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Masquerade Costumes.

Reviews

This profile includes reviews for Spirit Halloween's headquarters and its corporate-owned locations. To view all corporate locations, see

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Spirit Halloween has 45 locations, listed below.

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    Customer Review Ratings

    1.06

    Average of 108 Customer Reviews

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    Review Details

    • Eric G

      Date: 10/14/2022

      Eric G

      Date: 10/14/2022

      Ordered costume for our son for Halloween and they shipped it in a plastic bag. Opened the bag and fist thing I saw was the mask was cracked down the middle from top to bottom. After taking pictures and opening the rest of the package the costume was dirty all over it and you could tell it was a used costume. Call the customer service line and they said to send a email with pics and they would get back to us in 24 hours which they did not. They don't even want to exchange the item or refund my money. I will never buy anything from this company again.

      Spirit Halloween

      Date: 10/18/2022

      Hello, thank you for leaving a customer review for **********************. We are very sorry to hear about your previous experience with us when ordering online. We hope that this was resolved, but if not, please contact our guest services department via phone, email, or Live Chat for further assistance.

    • Tracy A

      Date: 10/10/2022

      Tracy A

      Date: 10/10/2022

      Worst company! I called within an hour to cancel order. They said they did. They still shipped HALF of order for same FULL price! Scam scam scam! I will have to report scam on my **** I guess? Doubt it will even arrive. ***** on me for second attempt to get kid costume they really wanted two years in a row! Do NOT order from them. They are not a real online business.

      Spirit Halloween

      Date: 10/12/2022

      Hi *****, we are very sorry to hear about your online experience during the Halloween season. Your feedback is extremely important to us and will be taken into consideration for the future. Should you need any assistance, our guest services team is always here to help vis phone, email, or Live Chat. Thank you for shopping with Spirit Halloween!

    • Carli B

      Date: 10/06/2022

      Carli B

      Date: 10/06/2022

      Spirit Halloween is a terrible company with literally NO customer service... I spent 2 HOURS on the phone with them after they messed up my order- was sent a email stating my item was cancelled when it wasn't , so I had to RUSH order the costume via Instacart from a local store and pay twice as much, only to receive the item from them in the mail anyway! And when I called to tell Spirit, not only did they not apologize or offer recourse, but they wouldn't even reimburse me or offer to send a pre-paid mailing label for the return! They said I would have to go to a Spirit store IN PERSON to return it (there is no Spirit store near me, which is why I had to order.. I would literally have to take a train out of my area to return it.) I spent two hours on a call with two service reps- the first hung up on me - ON PURPOSE- she literally said, "I am hanging up on you now," because she didn't want to get me to a supervisor. The second would not let me speak with a supervisor even after an hour of being on the phone and actually told me HE had no ability to change the policy himself. I don't believe they actually have supervisors, or are paid less or receive bad scores if they turn calls over to supervisors. This is the WORST company I've ever dealt with in my entire life. I have zero recourse after spending over $100 on the same costume with the same terrible company... that is the opposite of a reason to be spending money with a company. I have the entire conversation recorded and the email communications, if BBB would like to see those as proof of this issue.

      Spirit Halloween

      Date: 10/07/2022

      Hey *****! Thank you for leaving your feedback regarding your online experience. We're very sorry to hear that this experience was a poor one and we hope that our guest services team as able to assist you with a resolution. If not, please contact us via phone, email, or Live Chat for further assistance!

    • Sarah K

      Date: 10/06/2022

      Sarah K

      Date: 10/06/2022

      Terrible experience! Tried to order $250 worth of items. Rude and unhelpful customer service agent. Never did get my items and no explanation given. Dont waste your time.

      Spirit Halloween

      Date: 10/07/2022

      Hello, thank you for leaving a customer review for **********************. We are very sorry to hear about your previous experience with us when ordering online. We hope that this was resolved, but if not, please contact our guest services department via phone, email, or Live Chat for further assistance.

    • Leah D

      Date: 09/22/2022

      Leah D

      Date: 09/22/2022

      They had me sign up on email for a 20% off coupon. The coupon is good if you shop on line but doesn't have any other stipulations on it. I have a picture of it. When you go on line to order it says you can ship to store at no cost. There are no stipulations on that either. I also have a picture of that. When you search the store there are none available on line. If you have it shipped to yourself you have to not only pay a regular $7.00 shipping fee but you also have to pay a $20 oversized shipping fee. The box it comes in is not over sized. I also have a picture of that. So the amount you get off for the coupon you end up having to pay in shipping. What a scam!! I called the customer service and had to talk to over 4 people on a 45 minute conversation. No one would help me. They all basically said that is just how it is. They wouldn't help me order it over the phone and take off the shipping fees. They wouldn't send me a coupon to use at the store. They wouldn't help at all. And if I am guessing correct you will see a reply to this that "they hope my issue got resolved but if not call their customer support line" Which is the number I call and got no support.There needs to be a lawsuit for false advertising. Maybe that will be my next step.

      Spirit Halloween

      Date: 09/23/2022

      Hello ****! Thank you for leaving your feedback regarding your online experience. We are sorry to hear that you were charged for an item not received, but we hope that you were able to receive your refund. If not, please contact us via phone, email, or Live Chat for further assistance so we can process this! We would like to make sure you are assisted properly.

    • LouAnn P.

      Date: 09/18/2022

      LouAnn P.

      Date: 09/18/2022

      So true what Vito had to say. Not only did they charge me $91.99 for overnight, it was discovered that the packages would not be delivered for an additional four days. When I confronted them about this, one representative said they would refund 20 percent. Only to receive an email stating that would not be reimbursing.
      If that wasn't enough, they doubled charged my credit card and showed that I had two shipments of the same order. When I called them, they told me I would have to speak with Guest Services but could not provide a telephone number or transfer me. They provided an email as the only means of communication. I told them I had been in touch with my credit card company and followed up with an email to Guest Services. I will never do business with this bunch again!!!

      Spirit Halloween

      Date: 09/20/2022

      Hey ***, thank you for leaving your feedback regarding your online experience. We are very sorry to hear that this experience was a poor one and we hope that our guest services team was able to assist you properly. If note, please contact us via phone, email, or live chat for further assistance! We have located your order and made notes there too for assistance moving forward.

      LouAnn P.

      Date: 09/20/2022

      This is your boilerplate answer to everyone who has done business with you. I was informed just yesterday that after being told I would receive some of my shipping costs back, you then turned around and issued an email stating you would not be honoring that either. So no thanks to any future orders from me or my family!!!

    • Michelle k.

      Date: 09/16/2022

      Very disappointed shame on you guys. Website said ********** ** location is open. And the callers that take the calls also said that location was open. So we go to that location and the mall staff tells us no they didn't open. So we were like what!!!! So disappointed and we imagine alot of kids were upset as well. You failed guys. So disappointed

    • Vito M

      Date: 07/20/2022

      Vito M

      Date: 07/20/2022

      Spirit holloween are thief's They advertised free shipping over 50$ with promo code then they charge you still for item being oversized and they tax the shipping cost and the item...that's a scam

      Spirit Halloween

      Date: 07/26/2022

      Hi there! We are very sorry to hear about your experience and hope that this was properly resolved. If not, please contact our guest services department via phone, Live Chat, or email for further assistance. Thank you!

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