ComplaintsforHalloween Costumes.com

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of the transaction - March 22, 2024 The amount of money you paid the business - $96.74 + return shipping fees What the business committed to provide you - Halloween costume; refund for unused garment returned within certain timeframe What the nature of the dispute is - I returned an unused garment to the company for a refund because it did not fit. I ended up buying the next size up. I tried the previous one on and put it immediately back in the box it came in. Months later after I had already shipped it back for a return, my credit card was charged for the item. They said they rejected my return, threw out the garment, and charged me because they found hair on it. This had been sitting for God knows how long at their warehouse and they blame me for it not being pristine. They refused to refund me after I contacted them about the charge.

  

  Business response

  03/28/2024

  Good day, 

  We have reviewed the photos of the item that was returned and it was damaged and covered in pet hair, however due to the length of time that it has taken us to process the item we have made a one time exception to the policy and have refunded that charge that was placed on your card on March 21st. You should see the credit back to your method of payment in a couple of business days!

   

  Thank you, 

  *******

  Customer Service Manager

  Customer response

  03/29/2024

   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. Although their claim that the item was damaged is unequivocally false, I am satisfied that they promise to refund me for the credit card charge recently imposed.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for a dress for my wife and in the cart it says no returns but it said nothing about not being able to exchange the dress for a different size. Im trying to do an exchange and Halloweencostumes.com is refusing even though their policy in the cart does not state you cannot exchange the item. I need someone from their company to work with me on exchanging the dress for another size.

  

  Business response

  03/11/2024

  Good day, 

  I sent you an email at 11 a.m. (CST) today to indicate we would set up an exchange for you if you'd like to reach out through our online Live Chat platform. 

  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They charged my account over a hundred dollars over a costume they sent to me that I did not order. I sent it back and am still waiting on my refund. They said the refund could take awhile and it has been a very long time and I believe they have no intention of refunding unless made to. And this is not right. People need to be aware of what they are doing. Seriously *** never had to deal with this kind of fraud in my life. Im 44 years old lol. I will never do business with them again. And thats a shame.

  

  Business response

  02/07/2024

  Good day, 

  As part of the replacement order process we do require that the first item be returned to us, even if it was the incorrect item sent in the first place. We make this an easy process by providing you with the return paperwork as well as a pre-paid return label.  Being that we hadn't received that back from you, we begin to reach out multiple times via email correspondence in the hopes that it was just an oversight and the product could still be returned at our cost. Since we had not heard from you, nor seen movement on the return label provided, you were charged for the product. 

  I do see it was eventually returned, and delivered, so I have credited you that additional charge. 

  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Halloween costume from this company end of September/ beginning of October. It was a plus size ***************************** costume. It was not cheap, it was 87 dollars. When I opened the package it was not what I ordered. It did not have a label in the package so I couldnt even tell what the costume was supposed be. It appeared to be some sort of animal costume but with no packaging information it was very hard to tell. I contacted customer service and they were great about sending me what I actually ordered. They sent me the return slip for the wrong package I received and when I did not send it back right away, they charged my card another 87 dollars. I was outraged as its not like I had 2 costumes of what I originally ordered that were worth that amount. They were charging me an additional *************************************************** no way worth that amount, and not my fault their distribution center sent to me. So I contacted them and was told once the package was shipped, Id be refunded. Shipped the package then was told, it hadnt left the center and I needed to contact them. Again, I was so upset as now Ive done everything this company has asked. Spent my time, gas and printer ink to fix this companys mistake and it is still somehow my problem to get the money back I feel they stole. Now I logged in and seen the package was received by them on 1/8/24 so I contacted them again and asked when Id be receiving my refund as Ive done everything theyve asked and now Im told it can be an additional 2-4 week for processing. Im very upset again bc this is not my fault they sent the wrong item. I shouldnt have to double pay for their mistakes and then be forced jump through hoops and wait months to get money that is rightfully mine and I feel they stole and had no right to take.

  

  Business response

  01/24/2024

  Good day, 

  Thank you for sending that incorrect item back to us, I have refunded you the additional charge as of today. You should see that credit of $85.98 back to your **************** within a couple of business days. 

  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is not the first time I have bought from this company but every single time I do and I have a problem with the sizing of the costume or the shipping delays or just the incompetent people that they hire to work for them. I can't believe I keep going back to them. They are very bad with customer service you have to stay on them over and over and over again to ensure that you get a refund or to ensure that you try to get a costume that is the correct size. I for the life of me do not understand how this place stays in business other than that they have very little competition for more of the plus size costumes and yet people who are of a heavier set nature and want to dress for Halloween or some other holiday and don't want to have to pay custom fees for a costume come to them. But when it comes to the point that you have to call your bank to try to get your money back because they are not refunding your money I feel like I have no their option but to leave a complaint here. It's not to try to hurt them this is to try to help them be better as a company and serve their customers better but when they are unable or unwilling to do that it makes you not want to buy from them because you don't want the headache and the hassle that come with it. But this should also serve the others that are considering using this company take caution take caution you may end up having major headaches with this company as have I over the years l

  

  Business response

  01/09/2024

  Good day, 

  I'm sorry that the first order from ** didn't arrive, I do see that we sent you a replacement order and refunded your shipping fee at that time. It sounds like the replacement order didn't work for you, so that was returned and as of today I have refunded you for the original order. The refunded amount was $70.03 (since your $14.99 shipping was refunded in early October) and you should see that credit soon. 

  Thank you, 

  *******

  Customer Service Manager

  Customer response

  01/13/2024

   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 just feel that it's sad that I had to not only turn them into the Better Business Bureau but also report them to my bank before I could ever see a refund that is very bad business practice.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I returned my items back in October before Halloween and have not received a refund. *** called serval times and have been told to within x amount of time I should be getting an email as they have been received to the warehouse and just need to be processed. Those times have passed and exceed the already excessive wait time for a return. I would just like a refund for my items I send back.

  

  Business response

  12/15/2023

  Good day, 

  I have refunded for the returned item and you should see the credit of $23.75 in a few business days. 

  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently made a purchase from halloweencostumes.com other site, fun.com (but they billed under holloweencostumes.com) for a hufflepuff mystery box as a christmas gift for my partner. I accidentally double ordered, and immediately reached out to customer service who assured me that my order was cancelled and i would get a refund. When the order(s) shipped. i noticed there were two. One going to my billing address, and one going to my partners house number, street, and city, but with my billing state and zip. Once again reached out immediately, and was basically told its not their fault and they wont help.

  

  Business response

  12/11/2023

  Good day, 

  At this point we have refunded you for the purchase, you should see the refund of $15.98 back to your Apple Pay account. 

  Thank you, 

  *******

  Customer Service Manager

  Customer response

  12/11/2023

   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.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $69.30 for a Rainbow Brite costume and wig. I returned both unused items back to the merchant. I spoke with a customer service representative about my refund. The employee told me that I would not be charged a shipping label charge of $7.99. Further more, the employee told me that I will be charged a restocking fee of ****************************************************************************************************************** the wig. However, I was still charged the $7.99 and the 18 % restocking fee. After waiting for 4 weeks for my refund, I never received it. I then proceeded to contact customer service. I told them that I had sent both the costume and wig back 4 weeks ago and I havent received my refund. The employee then put me on hold for 10 minutes. Afterwards, the employee told me that I will get a refund of $57.84. The merchant gained a total of $11.16 minus the shipping label charge of $7.99. I think it was ridiculous that I was charged a shipping fee in order to return the products back to the merchant and also was charged a restocking fee of 18%. I think this was an unfair business practice because other businesses doesnt charge customers a shipping fee when returning products. Additionally, I dont think I should have been charged a restocking fee when I didnt even wear the costume or the wig. Furthermore, if I hadnt contacted the merchant the second time, I dont think I would have gotten my refund back. I would like a refund for the 18% restocking fee and the $7.99 shipping fee. This business is unethical and I will never patronage this business again in the future.

  

  Business response

  11/21/2023

  Good day, 

  As per our return policy, when customers are returning items for a refund to their payment there is an 18% re-stocking fee withheld, along with needing to pay for a return label which was the $7.99 charged to you during the returns process.  We do offer the option to be refunded to a store credit and we provide a pre-paid return label if that option is chosen, but it appears you opted to not go with that choice and instead wanted your payment refunded. 

  At this point we do not feel it necessary to refund the appropriate fees that are available on our website. 

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

  Thank you, 

  *******

  Customer Service Manager

  Customer response

  11/21/2023

   I am rejecting this response because:
  There is no disclaimer regarding their return policy on their website. I was only educated about their return policy when I contacted customer service. If I would have known about their unethical return policy prior to my purchase, I would have never bought products from them. Furthermore, I never received my refund even after returning the items, until I contacted the business 4 weeks later. This business is a scam. I will tell everyone I know to not patronage their business. 

• Initial Complaint

  11/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased my Halloween costume from this company and it never arrived. They refuse to send another or refund the order. Halloween passed, I had to buy a last minute costume elsewhere.

  

  Business response

  11/08/2023

  Good day, 

  After filing an investigation with ***** they have indicated this was delivered properly to the address on file and left with the leasing office. 

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

  We are unable to provide a resolution as this was delivered via our courier to your address. 

  Thank you, 

  Justine

  Customer Service Manager

  Customer response

  11/09/2023

   I am rejecting this response because:
  The leasing office does not have it. Nor was it delivered to this address at all. Not in the lockers, not in the office, no where to be found.  
  I do not believe they actually shipped the item and I am fairly certain this company is a scam. I have never had issues with deliveries at this apartment complex. These are luxury apartments and package thieves arent a thing out here. I cannot believe that Im out $60 because they looked into it. Seriously?  

  

  Business response

  11/09/2023

  Good day, 

  As previously stated ***** indicates on the tracking that this was delivered to the address provided. Here is a link to your invoice for the order

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

  And here is a link to the ***** tracking for the order

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

  We recommend reaching out to ***** should you have further questions about this delivery. 

  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  11/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, I ordered 3 outdoor items on Thursday from Halloween.com and paid expedited shipping for them to arrive prior to Halloween the following Tuesday (5 days from my order date). I received a package on Saturday and when I opened it, it only had a single item in it. No problem, there must be a second package coming. When I checked the tracking info via ****** there was no second package and no additional tracking number. On Halloween day I called to find out where my other items were but they were closed. The next day I reached them and they indicated I need to file a claim with ****** When I explained that wouldn't do anything because the ***** online info indicated the package was delivered, they told me that the package weighed 10 lbs and therefore contained all of my items. The box I received had a single item in it. It was too small to hold 3 items, but it may have been able to fit 2. Clearly whoever packaged the box didn't pack my full order because it couldn't have fit in the box (11 x 11 x 14). Try to fit my order in this box and you'll see. I also weighed the package with the original contents and it only was 3 lbs, discrepant with the 10 lb label. When I explained the issue was with packing and not resolvable by ***** they said my only option was to contact ****** This is going to be an additional huge waste of my time. I would simply like to receive the 2 items I didn't get and only pay regular shipping for them. My total order was $92.39 with expedited shipping. The single item I received was $29.99. I don't want to waste my time going through ***** when there is no possible resolution there because the error occurred prior to *****. Not being willing to work with me on this and dumping me on ****** knowing there is no resolution there, is not ok. I am not ok for the company to keep my money for items I never received.

  

  Business response

  11/08/2023

  Good day,

  I have consulted with the shipping department who packed this order and it appears all 3 items were sent - the tracking does also indicate this had a weight of 10 lbs. 

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

  It does not appear that the package has been damaged or re-taped in the delivery photo but if you believe something might have happened to it in transit you can reach out to ***** for more information.

  Thank you,

  Justine

  Customer Service Manager

  Customer response

  11/14/2023

   I am rejecting this response because:
  I paid for 3 items and only received 1 of them. I need them to please send me the missing items. The package was not tampered with, it was never packaged with all the items in the first place. If you try to package my full order in the size box you sent you will see it cant possibly fit. Please dont s**** me out of my order - I have paid for items I didnt receive. Why will you not help me with this? Can you please send me the missing items and credit my expedited shipping? 
  
  

  

  Business response

  11/15/2023

  Good day, 

  I have confirmed with my Shipping Manager that this box does in fact fit all 3 of the items that were ordered, and based on the fact that the tracking for the order shows 10 lbs it would appear all 3 items were included. 

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

  As a courtesy, I can refund to a gift card if you would like. Please let me know when you can and I will initiate that. 

  Thank you, 

  *******

  Customer Service Manager

  Customer response

  11/17/2023

   I am rejecting this response because:
  
  Thank you for the offer of the gift card - I will decline. What I would have preferred is that the missing items get shipped to me as I originally asked over the phone and here. I am not trying to get something for nothing. I have asked repeatedly that you try to put my full order in the box size that was shipped and for your shipping group to tell you it fits means they didnt actually do that. I cant explain why the box said it weighed 10 lbs when it actually only weighed 3 unless this was a projected weight rather than an actual weight, which is often how labels are generated. Nonetheless, I have put a dispute charge on the 2 items that didnt arrive plus 2/3 of the expedited shipping cost to pay for what I actually received. Im disappointed with how this was handled, specifically the repeated implication that I am lying about my order, and Im wondering if shipping partial orders is something you do to make more money, since clearly the focus is on keeping my money rather than fixing my problem. 

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