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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/28/2024

      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 few costumes for my 3 kids. A couple were in packages. After purchasing we opened in car realizing one costume had a hole I'm it. I went back in to get another to exchange, they didn't have anymore that size and I was told it didn't matter they can't return or exchange since 24th was last dayvand it was 25th. I'm sorry but that's horrible customer service. I purchased and came back within 20 minutes. What is my daughter going to do with a hole in costume. I spent $45 on. Now I had to spend more to get another cookie monster costume after spending $232 which as a single mom can't afford.

      Business Response

      Date: 10/28/2024

      Good afternoon,

      We are sorry to hear you were unable to exchange your item. Can you please provide a photo of the damaged on the item and one of your receipt?

      Thank you!

    • Initial Complaint

      Date:10/26/2024

      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 paid for 2 day shipping and it never arrived. If I pay the extra money for 2 day shipping then that's what I expect. I want my money back for a product that never showed up in the time I paid for

      Business Response

      Date: 10/28/2024

      Good afternoon,

      We are sorry to hear you did not receive your order in the timeframe expected. We see your package was delivered today, tracking included below. We have issued a refund for the shipping fees paid since this package was delayed. If you need assistance returning your order, please let us know.

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

      Thank you.

      Customer Answer

      Date: 10/31/2024


      Complaint: 22477026

      I am rejecting this response because: I have tried to ask to return it and was told no. If I am able to return it then send me a return label in my email ******************************** after that I will be satisfied with this



      Regards,

      *** *******

      Business Response

      Date: 11/01/2024

      Good afternoon ***,

      If the package is unopened, you can write "return to sender" on it and bring it back to the shipper. This will allow this item to be refunded for a full refund without any additional cost to you.

      Thank you.

    • Initial Complaint

      Date:10/25/2024

      Type:Customer Service 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.
      We placed an order on a wednesday. Per the site, orders placed by three o'clock will ship that day. I ordered overnight shipping. Only half of the order shipped. They have an insufficient customer service process. I am being denied access to an agent online. And not receiving a call back to phone inquiries. The order has not shipped.It is now friday. And per the online process, I am not able to get a refund of ordered products even though they fail to deliver upon their website guarantees four orders. We have had to go to a physical store to get the item. Since it will not arrive by shipping in time. I would like a refund of the 39.99 plus tax. Along with the twenty dollar shipping fee. I i'm going this route. Since the business has failed to provide adequate options via contact directly to them.

      Business Response

      Date: 10/27/2024

      Good evening, *****.

      As stated online in the Shipping and Processing Information page, orders must be placed by 12pm eastern to process same day with any express shipping methods. Upon review, this order was placed on Wednesday 10/23/24, at 8:24pm with Overnight service. Both costumes were packaged together and shipped from the warehouse on 10/24/24; this parcel was delivered the following business day 10/25/24, delivery confirmation attached for your review. As these items were processed for shipment and delivered within the selected timeframe, this order is not eligible for a shipping refund. If you are no longer interested in keeping these items, please select the 'Start a Return' function linked at the bottom of the site for a return address and instructions on how to send your items back for refund. 

      Thank you. 

    • Initial Complaint

      Date:10/25/2024

      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.
      10/24 at 8:11 pm I purchase an item for my daughters costume. I found the item but per the online reviews & sizing I was not sure if the item would fit. I saw a sign at the front register saying no returns after 10/24. I asked a sales person -a female with dark hair, shared my concerns especially with the no return policy. Concerned as I would need to return for the size in the next two hours but due to my baby I didn't think I could it would have to be early tomorrow. She said that should not be an issue if I brought it back by the next morning, that she would be there. The item didn't fit I brought it back at 12:30 and was told I could not exchange it for the correct size, the woman was not there but some had costumes & make up on so not sure. The item was on the hanger with the tag. They would not honor the coupon from the night prior. I had to buy the same item in a different size at full price. I asked for the help number. I called & waited 25 *********** explained the story they put me on hold, then told me that no one answered the phone at the store & since I couldn't give the name of the person I spoke to that she could not help me. Because they didn't answer their phone I got no help & because I didn't know the name only the description I was given no help. The people who answered were not professional sounding they did not identify themselves. I checked the number given to ******** not the help number, it was a store number. I called the help line listed on my receipt & got someone to answer in 5 ************** confirmed that was the only help line? I was told by a spirit halloween employee I could exchange for the size if on the next day. My receipt also only states final sale begins after Oct 25th, nothing about exchange dates. I believe I was scammed into calling the store number so a complaint would not be logged in. I just want to be refunded for the extra item as promised & I will gladly give the item. Thank you, Store number *****.

      Business Response

      Date: 10/28/2024

      Good afternoon,

      We are sorry to hear that you were unable to exchange your item. We would be happy to provide further assistance in the form of a return. Can you please provide a photo of your receipt? We will provide a pre-paid return label so your item can be mailed in for a full refund.

      Thank you.

    • Initial Complaint

      Date:10/24/2024

      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 an order with Spirit Halloween on 10/21/24 with an express order to receive on 10/24/24. I didn't receive my order and the customer chat was horrible. Whomever I was dealing with left the chat unattended for at least 20 minute intervals. There was no explanation of the delay in answering questions. The customer service was horrible and their express order was not honored.

      Business Response

      Date: 10/25/2024

      Good afternoon *********,

      We checked your order and see it was placed on 10/22 with expedited shipping. The tracking, included below, indicates your order will arrive Monday. We have issued a full refund for the shipping fees paid for your order. You should see this credited back to your account in 3 to 5 business days.

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

      Thank you.

    • Initial Complaint

      Date:10/24/2024

      Type:Delivery 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.
      Order a costume on 10/20, is informed through the website that it takes 1 to 2 business days to process. Now it has been 4 business days in processing. **************** is not any help and is now saying to wait 4-8 business days. However when ordering it said it would arrive on the 25th. Now I cannot get into any contact with any customer service representative. I have now had to buy another costume as a back up wasting more of my money. Keep in mind they won't let me cancel the order either because it is in processing.

      Business Response

      Date: 10/25/2024

      Good afternoon ********,

      We checked your order status and see your order has shipped and is expected to arrive today! We have included the tracking below.

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

      Tahnk you.

    • Initial Complaint

      Date:10/21/2024

      Type:Sales and Advertising 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.
      My daughter purchased a Halloween outfit which also included a plastic sword from the location on *************** in *****************. Shortly, after removing the sword from the packaging, she was playing with the sword, waving it in the air, not colliding it with anything, and the sword broke near the hilt. When it broke, the blade fell to the ground and a piece on the backside, not the front side, of the blade was slightly chipped, where it hit the ground. Per the stores policy we returned to the store to try to arrange an exchange. We spoke to one of the Assistance who said it would not be an issue and to go and retrieve another one. We came back to the counter. They said that they unfortunately could not honor their policy because we had caused the damage. I asked for the manager, who then came over and did not ask us what had occurred, but rudely told us that we had broke itby miss using the equipment. Which was not true. The store does not honor their exchange policies and is also very rude to customers. We have shopped there for over 20 years, but were no longer return.

      Business Response

      Date: 10/23/2024

      Good evening, ****.

      We're sorry to hear about your recent experience at the *************** store location. We would be more than happy to look into this further, and would like to connect with you directly to discuss a resolution. Unfortunately, the number provided appears to be incomplete. We would like to request a valid phone number so a member of our team may reach out to you for assistance. If there is a preferred time of day for our team to reach out, please do not hesitate to include it in your response.

      Thank you.

      Customer Answer

      Date: 10/23/2024

      [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 ********.  The business requested my phone number to follow up.  It is **************. 

      Regards,

      **** ******

    • Initial Complaint

      Date:10/19/2024

      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.
      Purchased a costume today and was given the wrong size as labeled. When I went to return the costume immediately after realizing I was given the wrong size not even 5 minutes after the purchase they did not allow me to. Their policy states no returns after October 18th but if the problem with my purchase they should be held accountable. This is unjust and unacceptable

      Business Response

      Date: 10/21/2024

      Good afternoon ******,

      We are sorry to hear you were unable to make your return. Can you please let us know when you are able to return to this location to make your return? We will contact this store's management team and set up the return for you. If you prefer not to return to the local store, we will provide a pre-paid return label for you to mail this item back for a refund.

      Thank you.

      Customer Answer

      Date: 10/26/2024

      [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 ********. I was able to contact the company via Instagram and they have resolved the problem and have provided a refund. Thank you for your support. 0

      Regards,
      ****** ****

    • Initial Complaint

      Date:10/18/2024

      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.
      Date of Transaction: 10/3/24 Amount Spent: 107.97 The business committed to ship me TWO costumes that I purchased. I received a package that contained one costume. Upon calling Spirits customer service team, they refused to provide me with a solution. The representative told me that on his end it says delivered. On the tracking information attached it clearly shows that the item has not even been shipped yet and I am correct. The rep refused to provide a refund and said I have to take this up with UPS. Why is it a UPS problem if on the Spirit Halloween website, it clearly states, "NOT YET SHIPPED". I am demanding a refund for the items that were NOT received as shown on the company's website that it has not even been shipped.

      Business Response

      Date: 10/19/2024

      Good afternoon, *******

      We're sorry for any confusion regarding order *********. Upon review, a refund was entered on 10/18/24 for the missing item, Adult Plus Size Classic Maleficent Costume ********. Please allow 14-21 business days (Monday-Friday, excluding weekends and holidays) for this to process with your financial institute and the funds released back to you; please be advised, any shipping charges or sales tax will process independently of the item value, and may be received first. Attached please find a screenshot showing this refund entry into the system. 

      Thank you. 

    • Initial Complaint

      Date:10/18/2024

      Type:Delivery 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 this item from Spirit Halloween on September 29, 2024. Ive been waiting for delivery. I used the tracking number and its in ******** and being delivered somewhere but not to me. I spoke with **** and they said the number is not matching with my address. I cannot get a hold of anyone when I call!! I cant return something I dont have. I wanted it delivered but I absolutely need it by October 23.

      Business Response

      Date: 10/19/2024

      Good afternoon, *****. 

      We're sorry to hear that you have not received your order as anticipated. We do see the original order ********* was not delivered to the shipping address on file per carrier tracking. Upon further review, it seems a replacement order was processed on 10/18/24 for this item; the new order number is ************. This order is currently in transit to you with delivery destination **********, **, tracking linked below for your review. If you have any inquiries regarding this replacement, please do not hesitate to reach out to ************** directly at ************** or via email at ************************************** for further assistance. 

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

      Thank you. 

      Customer Answer

      Date: 10/21/2024


      Complaint: 22440665

      I am rejecting this response because:


      As of right now I have finally spoken to Spirit Halloween and they are
      reshipping my item. They would not expedite my item but said it would be
      here by October 25th.
      I will let you know if I receive it

       
      Thank you
      Regards,

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

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