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Business Profile

Masquerade Costumes

Spirit Halloween

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Masquerade Costumes.

Complaints

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

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Spirit Halloween has 74 locations, listed below.

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    Customer Complaints Summary

    • 302 total complaints in the last 3 years.
    • 87 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 costume from this company back in October on the 15th. The amount was for $52.25 and was for a pickup at a ********** location. I never picked up the costume (I had 2 days to pickup). So I was told my account would be refunded. I waited a couple of weeks and reached out to the company after no refund. I have gotten the run around for 2 months now. I at first got told the refund got processed so I waited a couple weeks after no refund reached out again. They then told me I was never charged. I had to provide a bank statement showing the charge and did so. They then said they would refund the amount. It has now been another couple weeks and have yet to receive a refund. I just want this resolved even if it means sending a check to my house.

      Business Response

      Date: 12/16/2024

      Good evening! 

      This is a copy of the email I sent the guest after calling to explain the check process:

      Thank you for reaching back out to *************** I called and left a voicemail but just wanted to confirm that the address you want me to send the check to is *******************************************************************, and make sure it was all right that this check process would take a little longer since we would have to cut the physical check and mail it out. My direct office line is ************, and I'll be here until 9 p.m. EST tonight. I'm not in the office tomorrow, but if you respond to this email, our management team will reach back out. Please let us know if you have any additional questions, and we look forward to resolving this issue for you!

      Once we hear back and confirm the shipping address for the check, we will mail that out to the guest per her request. 

      Thank you!

    • Initial Complaint

      Date:11/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 October 23 with a guarantee that the costume would be delivered before Halloween. I spent $81.27 on this costume. I was notified that the package had been shipped the next day and watched the tracking closely, it arrived in ************** on the 30th and said that it was on its way to the local post office. I was told by the post office that if it left ************** on the 30th that it would be delivered on the 31st. It was not, it never made it to the local post office and has now been marked as on its way and will arrive late. After multiple attempts to get Spirit Halloween to issue a refund I was told that I have to wait until it is delivered and I have to send it back before getting a refund. They can see the tracking just like I can, I only live an hour north of ************** and there is no reason that it should not have arrived.

      Business Response

      Date: 11/08/2024

      Good evening. 

      We have begun processing a refund for this order. Please be advised that this is done in two parts so you will receive an automated email stating a lower amount than the total of the costume - this is the sales tax. You will see the full amount reflected onto your original payment method within 7-21 business days. Please let us know if you have any additional questions.

      Thank you!

    • Initial Complaint

      Date:11/07/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 a costume and an accessory from Spirit Halloween, the line was long so I decided to not try the item on and thought I’d do it at home. I tried the costume on and realized I didn’t like how it fit me, so I decided I would return it. I was checking my receipt and it says all sales final by the 25th. There were no signs in store nor was I told this by the 2 associates who helped me. I then called the customer service line and told him the incident. The guy who answered was extremely rude and said “we can’t do anything about it”, so why? I would like my full return of the item.

      Business Response

      Date: 11/11/2024

      Good afternoon, ********

      Thank you for providing this receipt from store60380, trans**** on 10/25/24. We're sorry to hear that your costume did not fit as anticipated. Due to the seasonal nature of the stores, guests have until October 18th, 2024 to make any returns and from October 18th - 24th, 2024 to make any exchanges as long as the items are unworn, have the original accessories, are in new and resalable condition, and in the original packaging. There are signs posted at the front of the store near the registers with these dates for review prior to purchase. In order to assist you with these items at this time, you would need to pay shipping to send the items to the warehouse for refund. Include your name and phone number clearly written on a piece of paper inside the shipping box and bring the package to your preferred carrier for return shipment, address provided below:

      Spirit Halloween Returns
      **** ***** ****** *** * ********** *** *****

      Once you receive the return tracking information from the shipment, please reach out to Guest Services directly to provide this tracking number so it may be notated on your account for records. Once delivered, a refund will be processed for the item value back to the original payment method.

      Thank you. 

      Customer Answer

      Date: 11/11/2024

      [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:11/06/2024

      Type:Product Issues
      Status:
      Answered
      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 payed for this item and they charged me for 2 and dident give me a order number or email.saying I ordered it I would want full refund and the item I payed for it never showed up to my house and they took it from my bank

      Business Response

      Date: 11/09/2024

      Good afternoon, ******

      We were unable to locate any orders under the name, email, or phone number provided. Did you ever receive an email confirmation, or did the page refresh to say 'Thank you for shopping!' with the order number? Each time the “Place Order” button is clicked it will send a temporary (pending) retail authorization hold to your account. These holds will drop if the order did not go through and you will not be charged as we only charge for items once they ship. If you did not receive an email confirmation from us, the order did not go through and any pending hold you see should drop in 2-3 business days. For specific information regarding authorization hold timeframes and release policies, please reach out to your financial institute.

      Thank you.

    • Initial Complaint

      Date:11/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 one valid order with Spirit Halloween on September 7, 2024 in the amount of $65.54. Order number *********. I never placed another order with Spirit Halloween. However, on September 8, Spirit Halloween charged me $47.43 and sent me a costume I never ordered. I tried calling their "guest services" number twice with no resolution. The second time I spoke with a "Janeisha" who told me that once I get a police report I need to contact them back regarding this "fraudulent charge". I told them that my credit card information has not been stolen nor has my credit card been stolen and I cannot file a police report if there is no crime as this could have just been a mistake. "Janeisha" continued to place me on hold with no resolution.

      Business Response

      Date: 11/09/2024

      Good evening, *******

      We're sorry for any confusion. When an order is placed, a temporary (Pending) retail authorization hold is placed on the account by your financial institute for the amount of the order, to ensure the funds are available for the purchase. We do not charge your payment method until the items process for shipment from the warehouse. This means if any items are shipped separately, you will receive multiple smaller charges adding up to the order total. Upon review, this order ********* was shipped in two parts. Records show an order total authorization for $65.54 on 9/7/24 when the order was placed. One item was available for shipment immediately and was processed that day, resulting in a payment capture of $18.11. The other item did not ship until 9/8/24, with a payment capture of $47.43. Attached please find screenshots of the payment history for this order in the system, showing the authorized amount different capture amounts. The authorization for the total $65.54 would have been released by your financial institute once the final charge was pending. If these do not match your records, please provide a clear photo of your current statement showing the alternate amounts so we may reach out to our Finance Department for further assistance.

      Thank you.

    • Initial Complaint

      Date:11/04/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 10/18/24 I placed an order for 4 costumes with order number ********* and when they arrived. I Only had one costume. on 10/21/24 I Was issued a refund and they advised me 7-10 business days and I still have not rcvd anything but $17.

      Business Response

      Date: 11/05/2024

      Good evening, 

      We see this refund has been processed for this order. Please be advised that this is done in two parts so you will receive an automated email stating a lower amount than the total of the order - this is the sales tax and shipping for the three items you did not receive. You will see the full amount reflected onto your original payment method within 7-21 business days due to the high volume of the season. This order is showing as having been processed in our records. Please let us know if you have any additional questions.

      Thank you!

    • Initial Complaint

      Date:11/03/2024

      Type:Product Issues
      Status:
      Answered
      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 28th, I purchased a dinosaur inflatable costume. Unfortunately, the fan in the original costume malfunctioned on the same day, necessitating an exchange. While the replacement costume initially functioned correctly, the fan failed again on October 31st, rendering the costume unusable for my son’s Halloween plans. Although I no longer have the physical receipt, I can provide a copy of my bank statement as proof of purchase. Given the repeated product failures, I kindly request a full refund for the defective costume. Thank you for your prompt attention to this matter.

      Business Response

      Date: 11/04/2024

      Good afternoon,

      We are sorry to hear your item was not functional for the holiday. Can you please provide any photos available to show the issues experienced? We would be happy to assist you further with this issue. We can locate your receipt in our records with the below information.

      Store of purchase:

      Date of purchase:

      Last 4 of CC used:

      Thank you!

      Customer Answer

      Date: 11/12/2024


      Complaint: ********
      I have attached a picture of the barcode for you. The amount paid for the costume was $76.00, if you need another snapshot of that statement, let me know. I did round up my total for a donation however, I am not quite sure what that total was. I’m sure once you locate the receipt you would be able to see that amount. Thank you! 




      Regards,

      ******* ****

      Business Response

      Date: 11/13/2024

      Good evening, ********

      Thank you for providing that information. After confirming payment information with you by phone, the receipt for transaction 5474 on 10/26/24 at store61529 - Fort Worth, TX was successfully located, copy attached for your records. A refund request has been submitted to our Finance Department for the costume value paid ($75.76) to be returned to the original payment method. Please allow up to 14-21 business days for this manual refund request to be processed through your financial institute and the funds released to your account. If you have any additional inquiries or concerns, please do not hesitate to reach back out.

      Thank you.

    • Initial Complaint

      Date:11/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      So I am a stage fourth patient with bone and organ related issues On 11/ 1/ 224-@ at store of ***** it was a a display item that read welcome to the Carnival. The word carnival lite up around the word Carnival with small Globes I was so excited that I found this because my father worked as a ****** made me forget about my made me Forget about all that stuff till I plugged it in as one of the bulb was missing and about 7 other bulbs Are not blinking theres was no signages throughout the entire store.Nor did the store manager.With that said I politely ask Someone has a heart and replaces ******* in Closing in request then someone From the executive Level contact from the Presidents level i Can be recached 24 /7

      Business Response

      Date: 11/04/2024

      Good afternoon,

      We attempted to call you but were unable to reach you or leave a message. Our in store displays are sold as is at the end of season. If you are experiencing an issue with a display you purchased, please let us know so we can further assist you. If you were unable to purchase the display, we do not have extra displays available for purchase at this time. We can be reached at ************.

      Thank you.

      Customer Answer

      Date: 11/04/2024


      Complaint: 22508005

      I am rejecting this response because:

      I cant get ahold of the correct person at the moment they away from their desk

      Regards,

      *** ******

      Business Response

      Date: 11/06/2024

      Good evening ***,

      We appreciate you taking the time to speak with us about this issue. We are happy we were able to locate a replacement sign for you! As discussed yesterday, we will be having this sent out to you as soon as it arrives at our office. You will receive an email with the tracking information once this ships out.

      Thank you.

    • Initial Complaint

      Date:11/01/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 boots online from spirit Halloween. I d see is not receive them until Halloween night at 8 PM. I Trued to return them and was told I couldn’t. They are in the shipping box unopened with spirit Halloween tape in it. They said the return window closed in the 24th but how is that fair when I did not even receive them until the 31st.

      Business Response

      Date: 11/02/2024

      Good evening, ********.

      We're sorry to hear that your item arrived later than needed and would be happy to assist with an item return for refund. If the shipping box is still unopened from the original shipment, you can write "RETURN TO SENDER" on the top of the sealed package and leave it with the carrier for a free and easy return shipment. Once the shipping package is opened, return shipping would need to be paid to send the item back. If the shipping package has been opened, please include your order confirmation number on a piece of paper or print your order summary to include in the package for return. This can be sent to: ATTN: Spirit Halloween Returns, **** ***** ***** **.S, , OH 43125. Once shipped, we encourage you to reach out to Guest Services with the return tracking number so this may be notated for our records. Once received by the warehouse, a refund will be entered for the item.

      Thank you. 

      Customer Answer

      Date: 11/03/2024

      [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:11/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 cape from spirit Halloween in ********* yesterday that was labeled as one size fits all. As soon as I got home to try it on, the size was a medium and not as advertised and I couldnt use it. I came back today and as soon as I walked in a lady standing at the door told me they dont do returns after Halloween. I explained that the size was incorrect and falsely advertised and she said to go up to the register. I went up to the register and they said the same thing, and when I asked for the manager, they called over the radio and the same lady from earlier went over the radio stating I already dont him we dont do returns. This is ridiculous. They sold the wrong size and refuse to correct it.

      Business Response

      Date: 11/04/2024

      Good afternoon Aahd,

      We are sorry to hear the item you purchased was not the correct size. Can you please provide a photo of the item's size? We would be happy to further assist you.

      Thank you.

    Spirit Halloween is NOT a BBB Accredited Business.

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