Business Profile

Masquerade Costumes

Spirit Halloween

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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.

Initial Complaint
Date:09/23/2023
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.
My order number is *********. My order has been in the warehouse for two weeks already. Every time I call. I have been given the run around. Had I know this I would have bought the lights elsewhere. I will be warning my instagram, ******** and TikTok to be very careful if they order from here.
Business Response
Date: 09/24/2023
.Good morning,
We appreciate you reaching out and bringing this to our attention. We are currently investigating the warehouse to find out why the package was packed but never shipped. Upon review of your order, we do see you were assisted with a placement of a new order. Please let us know if you need any further assistance or have further questions in regards to your items.

Thank you.
Initial Complaint
Date:09/21/2023
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 paid Spirit Halloween $481.62 on 9/6/23 for an animatronic to be shipped to my home. After over a week of the order showing "shipped" on their site, I contacted the customer service line in an attempt to find out more information about why the shipment had not yet been picked up by FedEx.The customer service representative was extremely difficult to hear over other representatives nearby and I had to ask for repetition of their questions numerous times. The representative was unhelpful, seemed annoyed by my asking for repetition, and, after finally taking my information, placed me on hold for well over 5 minutes before the call was disconnected.The next day, I received an email that my order was out of stock and had been canceled. A refund was issued to me for $403.63, which is short by $77.99. I am seeking the remainder of the amount spent on the now canceled order, but have received no subsequent communication from the business.
Business Response
Date: 09/22/2023
Good morning ****,

We are sorry to hear about your experience with customer service. Upon review of your order, we do see the amount of the item was returned, but the shipping and taxes were not. Our system unfortunately makes us input these refunds separately, so we apologize for any inconvenience. We have pushed the request for the remaining owed amount to return to your PayPal account. You should see this in your account in **** business days. Please let us know if you need further assistance or have any further questions.

Thank you.
Initial Complaint
Date:08/25/2023
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.
on 8/24/2023 I went to Spirit Halloween in ************** ********* ** and at the end of my visit they asked me if Id like to add a donation on to my total at the end I said no and the employee got visibly annoyed and asked me without telling me my total if I would at least like to round up to 100 I said fine but when I got home I noticed she had not told me the donation would be 7 dollars it really made me upset I felt very taken advantage of and for me it was a small amount of money but I can imagine the number of customers that were not tokd that they would be adding on an almost 10 dollar donations or pressuring people to donate who dont want to
Business Response
Date: 08/26/2023
.Good morning,
We are sorry to hear about your most recent store experience. We would be happy to give back the amount of the donation that was not consented to. Please email us a copy of your receipt and provide a good phone number for us to reach you in regards to this matter.

Thank you.
Customer Answer
Date: 08/27/2023
[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,

*******************************
Initial Complaint
Date:07/30/2023
Type:Product 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.
Hello,Order number *********. I ordered a shirt from the spirit halloween website on July 7 2023. I received the item and it was too big. I started the return process within the return timeframe and the shirt was in original condition. At no point was I advised there was going to be a handling fee, restocking fee or anything else. Even when I communicated with customer service by website messages. They were not even a little helpful.I did see on the website it does say:Q: What is your return policy for online orders?A: We want to make sure you are 100% satisfied with your purchase from SPIRIT Halloween, so we will gladly accept returns that are unworn with the original accessories, are in new and resalable condition, and in the original packaging within ********************************* receiving package.Please note: We cannot refund original or return the shipping charges.The original order was $39.99 plus $2.56 sales tax. No shipping charge.I was refunded only $ *****. After doing the online chat with several reps who had no idea of what they were speaking off. The last rep stated there was a shipping and handling charge.There is nowhere on the site that I saw anything about a handling fee. Also the website shows currently if I buy another one the shipping is $7.99. I did pay the $6.50 return postage to mail the item and I understand that it would not be refunded.However, for them to make up an amount of $11.20 with no warning is just fraud.
Business Response
Date: 07/31/2023
Good afternoon Pat,

We are sorry to hear that you were not issued your full refund on your return. We attempted to reach you via the phone number listed to collect your information and have our finance department issue a manual refund for the $11.20 you were missing in the original refund. We were unable to reach you but we left a voicemail with our call back number. Please contact us at your earliest convenience so we can collect the needed information. Once our finance department issues the manual credit, you should have this refund in 3 to 5 business days.
Thank you.
Customer Answer
Date: 08/01/2023

Complaint: 20398031

I am rejecting this response because:
Hello
I received the message that was left by Spirit. It was a bad connection message. I called the fake phone number many many times. No one answers and it goes to voicemail. Then a message saying voicemail is full.
I have made a couple of purchases with Spirit, so they have my name, address and credit card info. There should not be any more info needed to process a credit.
It seems very strange to me, they would call from an unknown number ( Spirit was not on the caller ID ) and have me give an unknown person over the phone my credit card info.

Regards,

*********************
Business Response
Date: 08/01/2023
Good evening Pat,

We apologize for the confusion on communication. An associate called from their personal desk phone in ** to handle your case directly and has been having complications with their phone. We reached out via our main line and were able to reach you in regards to your refund. You should expect to see this in your account in about 5-7 business days. We apologize for the inconvenience of this refund. Please let us know if we can be of further assistance.

Thank you.
Customer Answer
Date: 08/03/2023
[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:01/12/2023
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.
On 11/02/2022 I purchased an inflatable dinosaur costume from a Spirit store in Northfield (******, **). About a month later when I went to use it, I realized it was defective. 11/29/2022 I contacted customer service regarding my complaint. They stated that since the stores are now closed for the season, and unfortunately they didn't have another inflatable dinosaur costume to send me, they would issue me a refund in the amount of $32.64. I was informed that this refund would take 21 business days. January 6th I reached back out via email, regarding the status of my refund. I was informed that it would be forwarded again to the finance department.
Business Response
Date: 01/13/2023
Good Afternoon,
We have reached out to our ****************** for an update on your refund. As it is Friday and our ****************** is not available on the weekends, we can provide an email update for the guest by Tuesday regarding this refund.
Thank you.
Customer Answer
Date: 01/17/2023
[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. As of today 01/17/2023, the business has issued me a refund.

Regards,

*************************
Initial Complaint
Date:12/16/2022
Type:Product 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.
An item was missing from my order. I reported and received an email on 10/14 saying that a refund will be issued. I have reached out multiple times in October, November, and December. I have been told three times that it is now been escalated. I requested that I get a call back from Finance when its finally being processed and I havent heard anything.Order #: ********* Order Date: 10/08/2022 Refund Amount: $32.99
Business Response
Date: 12/19/2022
Good Morning

Thank you for reaching out in regards to your refund. We do see th refund was escalated to the finance team as the item did not refund manually through our order management system. In order for them to process the refund we will the first ******************************** a PayPal address we can refund to immediately. Again, we do apologize for the delay and the refund not processing as expected.
Customer Answer
Date: 12/19/2022

Complaint: 18602445

I am rejecting this response because:

This response is hard to reconcile and I do not accept the apology due to 4 separate events/pieces of information throughout this drawn out process (your asking me to repeat steps)
1. On 11/4 I was told over the phone it was escalated
2. On 11/10 I was told ) via email the refund was escalated to the finance team when I followed up again not not receiving the refund
3. On 12/1 I called to follow up on the refund which led to me providing my card information and during that time I was told that my card information was being entered in a sharepoint site that lists all the resunds for finance to process
4. On 12/14 I called to follow up on the refund AGAIN. I was told that it will be escalated to the finance team AGAIN. I mentioned the history as stated above and the woman I was talking to said yes, I can see that all in your notes here. I apologize.

I now ask of you two things: (1) Be honest because this is all in your system, and (2) Spirit contact me to rectify this situation because I have went ABOVE AND BEYOND while being respectful and patient each time. Please contact me at the number that you have.

Regards,

***********************
Business Response
Date: 12/20/2022
Good Afternoon,
We attempted to contact you at the number we have but were unable to reach you. We have a supervisor in our ****************** that is going to assist us with your refund. We will need to collect additional information to provide to them. Please contact us at ************ to reach a representative waiting to assist you directly. If you are unable to reach this representative, you can reach us at ************** and request a supervisor.
Thank you.
Customer Answer
Date: 12/22/2022
[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:12/16/2022
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 had purchased a baby costume from them online but it was too large and I returned it within the return window. Spirit halloween received the return, they told me they had and I have *** tracking number for it. I was refunded 2 dollars out of the $32. I have contacted them 5 times and I keep getting told that it will be in my account anyway but it is the end of December and still nothing.
Business Response
Date: 12/19/2022
Good Morning
Thank you for sharing your recent experience with us. We do see that the taxes were refunded as when the warehouse refunds this is not included. In order for us to escalate to the finance team for immediate refund we will need the first ********************************** **** or a PayPal email address. Again, we do apologize for any inconvenience this may have caused and would like to resolve this quickly as possible.
Initial Complaint
Date:12/06/2022
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 was employed with Spirit Halloween in October 2022, I received a paycheck for about 10 hours but I am still waiting for the 30 hours they shorted me. I have contacted them several times and not update.
Business Response
Date: 12/06/2022
Hello! We apologize for any inconvenience and have sent you an email from our guest services email to **********************. Please respond there with the appropriate information so we can reach out to the correct people and get this resolved for you. If you have any questions, please do not hesitate to reach back out.
Customer Answer
Date: 12/06/2022
[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:11/28/2022
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 am filing another complaint because my previous complaint was not resolved. Here is my previous complaint (********). Spirit Halloween sold me a defective product, and I've tried to contact Spirit Halloween several times via e-mail, phone, online chat, and the BBB. They said they would replace the defective product. They never did. I even provided all the details and my mailing address for them to do so.
Business Response
Date: 11/29/2022
Hello *****, we sincerely apologize as we were unable to locate the previous inquiry. If you could please let us know the full shipping address, item number, and email we will get that sent out or we can send the amount in the form of a gift card. Please let us know what works best and if you have any questions or concerns, please do not hesitate to reach back out.
Initial Complaint
Date:11/14/2022
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 purchased an animatronic from Spirit Halloween. Overtime (within less than a month) its performance began to deteriorate. I contacted customer service and was told to keep checking in for if the part I needed would arrive. I was then told to open up the control box and inspect for damages. As a customer I would expect not to have to inspect a faulty electronic product and for the retailer to stand behind their products.
Business Response
Date: 11/15/2022
Hello ***! We apologize sincerely for any issues with your 5.8 Ft Widow Animatronic from order 603537579. We would be more than happy to assist you best! We have a dedicated animatronic team that you can reach past 12 pm Est at ************** and ask to be transferred to Dr. ***********;and they can see if they can walk you through any troubleshooting tips. We unfortunately do not have this item in stock anymore and can provide you with a gift card if the item is still not functioning properly. Please let us know if this works and if you have any further questions or concerns.
Customer Answer
Date: 11/15/2022

Complaint: 18404955

I am rejecting this response because:

I am not asking about the widow. I own about 9 animatronics from Spirit. I purchased a possessed pumpkin and have been going back and forth with your customer service team and refuse to open up the control box as asked. I dont work for spirit. I pay you and refuse to spend my hard earned money to then work for you.

Regards,

**********
Business Response
Date: 11/15/2022
We would be happy to help with the possessed Pumpkin. Was this from an online order or in-store purchase? We can process a replacement if in stock or send alternate item if not in stock for an item that works properly. Please let us know what works best.
Customer Answer
Date: 11/17/2022
[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 responses made by the business in reference to complaint ID ********, and find that the resolution proposed is satisfactory to me. It still however has to be enacted but I am accepting the proposed resolution in good faith.

Regards,

**********
Customer Answer
Date: 12/08/2022

Complaint: 18404955

I am rejecting this response because:

I had filed a complaint about Spirit Halloween and accepted their proposed ******************** has been several weeks but they havent followed up with me to resolve my issue as promised. I am not sure how to hold them to their commitment. Are you able to help me please?

Regards,

**********
Business Response
Date: 12/08/2022
Hello ***, we want to sincerely apologize to you for any inconvenience. We have mailed out a gift card in the full amount to you and we have sent you a follow up email as well. Majority of the order was paid with a kind of gift card and we are unable to apply the funds back to the gift card, so we have mailed out a new one to you. We hope this helps and please let us know if you have any questions or concerns.
Customer Answer
Date: 12/09/2022
[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,

**********

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Spirit Halloween is NOT a BBB Accredited Business.