SpiritHalloween

I ordered from Spirit Halloween on September 29. Didn't hear anything for about a week and a half when the site said I'd receive shipment confirmation within a couple days. So, I emailed. No response. I called instead and got told to call back in 20 minutes because she has to look things up. I call back. The previous girl did not look anything up. So the girl I'm on the phone with now is looking it up. Literally 25 minutes on the phone and she tells me she is going to cancel the order because they're not fulfilling it. I said what, why would you cancel? She said "I can look into it, but it'll take me quite awhile, so I'm just going to cancel". Garbage.

So, I FB messaged the company and stated my frustrations. They said "Oh, it looks like we have a store fulfilling it, so you should receive confirmation shortly." I was like okay great, I'm getting my order after all.

Then I get another message saying it's cancelled now. So, I again said I was frustrated.

Then another message! Oh, it's being fulfilled again. I said okay, cool.

Then they said they'd have to cancel again. At this point I said "I'm honestly so confused with what is going on". They replied with "Sorry, we can't assist you with your cancellation request because a store is currently fulfilling your order." Honestly. I never had a cancellation request.

This was all happening about mid October. So I get an email the next day saying it's shipped! Awesome. I go to track it, nothing. I tried tracking it every day. Nothing. So I messaged the store again and said I was super unhappy with this service and I have no clue where my package is. Two days go by with no response. I just sent another message and nothing.

Honestly, wooooorst customer service. I will never buy from them again solely for this reason.

Not only were the employees rude and sitting at the checkout, the animatronic we purchased was broken and they refused to take it back. HORRIBLE service.

I went to the store to byy a fog maker. The fog maker needed another attachment to work. I went back to the store and they did not have it. I spoke to Manager Amanda and she said all sales were final. I told her that I did not want the money, just exchange the item. She said that she would not honor it. I called customer service and was told the same. It's like purchasing a car without the engine, you don't find out until after you signed to papers and they tell you that all sales are final. If I could give less than 1 star, I would. To say the least, my daughters Halloween party was not a success. Come next Halloween, I'll shop somewhere that honors it customers. Just know that this was done to me on Halloween day. They had so many items left over and still they would not let me do an exchange. That's like having Halloween candy left over after Halloween and not giving it to a child, even though you know it's gonna go to waste. Next year, I will remind everyone of the costumer service the begining of October and every October after that. It's so sad.

Do not order from Spirit Halloween online. Their idea of 2-Day shipping apparently takes 8 days total (from order placed to expected delivery), and 5 business days to ship. They will not refund you for shipping if your order is very late. I ordered items on Sunday, Oct. 23 at just past 10:00 a.m. PT and my tracking time for (supposedly) USPS Priority shipping changed from arriving Friday, Oct. 28 (when I need my items) to Monday, Oct. 31. They also won't send you text updates as requested. The package, for all I know, is still stuck in Indiana, even though it shipped out Tuesday evening on Oct. 25.

When I called customer service to ask how this qualifies as 2-Day shipping (and admittedly, complain), I was hung up on (I think). The second try yielded slightly better results, but the rep insisted my order was on time and that Priority shipping takes 3-5 business days. No, it does not. That is not the standard timeframe, which is 1-3 business days. My order is taking 5 business days (won't even arrive on Saturday even though USPS delivers on Saturdays). And to think, this "2-Day" shipping would've normally cost $22.49 if it weren't for their false promo advertising 2-Day shipping before Halloween (at the time I ordered) for $10. They lure you in thinking your stuff will arrive on time, but it will really take much longer. My case isn't even nearly the worst I've seen; other reviewers have waited weeks, months, or never received their orders at all—with no refunds. The only point in their favor I can give is that Spirit Halloween did try to call back twice after I was put on hold forever, but I didn't recognize the number at first. They likely wouldn't have offered any shipping refund or explanation, however, since their policy seems to be to blame or gaslight customers and do everything possible not to issue even partial refunds, even when it's their own fault. I would not recommend Spirit Halloween. For prosthetics and special effects makeup, try Tinsley Transfers instead, with whom I've had no problems yet.

Honestly, if I could give them a zero star rating I would. This happened almost a year ago from today. Right on Halloween when the store was about to close for the year. So an actual store location. Right on Skibo Rd in Fayetteville, NC in 2020. I went into the store with my mom to buy an outfit my little sister said she wanted. The outfit was sold out, but it didn't matter because I think we might of been in that store a total of 5 minutes before the store owner came out, took me an my mom aside and told us we are thieves and trouble makers and she wanted us to leave. Yes we were singled out for doing absolutely nothing at all. We literally just walked in and started looking for what we were going to BUY. Yes we both had plenty of money on us, otherwise we wouldn't of bothered walking in. I even tried telling the owner multiple times that she had the wrong people. Because I know I've never stolen from that store before. But she insisted that she was right, because she remembered my mom's red handbag. As if nobody else in the entire city would use a red handbag you get from ALDI's (I think that's where mom got it from). So eventually we did leave, and I attempted to report her to everyone I could think of. The Spirit of Halloween Store corporate didn't care. They never even bothered getting back to me on the matter. The Better Business Bureau made it known that they don't handle these situations. I tried finding a lawyer but found that the only lawyers in Fayetteville, NC are divorce lawyers. The only thing I did not do that I really should of done is reported the to the new station "5 is on your side". I have really never been treated so very horribly from anywhere else in my life. And it became obvious that nobody cares, but at the very least I can give them a negative rating and warn others who intend to shop at one of their locations in the future. And I'm only uploading a photo of something I bought from one of the store locations so that this review doesn't get lost in the algorithms.

I only gave a star cuz it won't let me give none. The cashier is a thief she asked me to round up I said no and this mf stole my money anyway.

No refunds even on the same day. It wasn't a final sale, no discounts but still no refund was allowed. Plus this donation part is really aggressive

I preorded a item in July for delivery by today Oct. 29th. For the last 4 months every 10 days my account was charged the amt I ordered then put back. I contacted their customer service multiple times to only be told that the item would ship soon. I tried to just cancel my order to avoid being charged and was told I couldn't because it was still in processing. My husband finally contacted them and the person he talked too earlier this month told him that we wont get charged again until the times ships and he would get it sent out the next day. Since then I checked the status of my order and it showed cancelled. We contacted them again and they were showing it was in processing. Well today I was suppose to receive it and I didn't and it wont even let me view my order. After entering order info it takes me to a generic page. I will never shop with them again. The lies they told just so they didnt have to deal with us was beyond annoying. Cant get a straight answer from anyone. I didnt even want to give them a star but I had to in order to post.

Ordered the costume on 10/13/21. Paid for overnight delivery. It is now 10/15/21. Received no tracking and still no costume.

My interaction with Spirit Halloween today was AWESOME and I just needed to share my Customer Service experience.
I want to start off by Thanking every Spirit Halloween Employee for their hard word before, during and after the Haunt Season. I can only imagine the volume of calls, orders, questions, stress... that these men and women deal with. They all make this whole thing possible. We have been shopping with Spirit Halloween since the Beginning and it is amazing to feel the same level of personal service most of the time. On rare occasions you may be met with attitude or irritation but try to be understanding that they are there to help in the end! Just breathe and make their job a bit easier.
In the end today I felt heard as a customer (who had a not so great initial interaction) with a company I was loyal to. We had 5 larger orders tied up a bit for a variety of circumstances. It was frustrating and no one really had information or initially seemed to care. Ashley from Customer Services followed up today and I was so happy to feel like I wasn't just another order to them. They validated my concerns and apologized because that is a Huge deal to them. Their staff is great and I will likely be a Spirit Customer for life!

I am sharing this here because rarely do we get to read about the positive! Spirit Halloween goes above and beyond with their customers "behind the scenes" and I wanted to shed some light. 3 of the 5 orders have arrived with the last two almost here. No I did not get my orders for Free. That's not how business works people! What I got was an incredible Customer Experience that will keep me as a Customer of theirs for years! THANK YOU Ashley, Jackie and all the staff at Spirit Halloween. Y'all are so great!

Ordered on the 2nd. Contacted Spirit on the 6th and told them the address they had was wrong, after investigating why my order had not shipped out yet. They told me that they would change the address, and that it hadn't been shipped out. On the 10th after still not receiving a tracking number I contacted Spirit again and asked to cancel my order. I was told my order was canceled. 10 minutes later, I received and email telling me that my order was shipped out on the 4th, in transit by fedex to the wrong address, and then I see that my paypal was charged for the amount and only a 10$ item was canceled. I was told to "return my items" by spirit customer service. How am I supposed to do that when it was sent to the wrong address? If I was made aware on the 6th that my package was already in transit by Fedex I could have contacted them and requested an address change, which is what the company should have done, but now it is too late. I asked for my money back, they told me to call the post office. They said they WON'T give me my money back! RIDICULOUS.

Long Rant! I ordered an accessory for Eli's Fortnite costume on Oct. 12th at Spirit Halloween online it was a preordered item. Ever since I placed the order the money would be on retail hold until it was shipped out. This past week I've called their call center and had been given the run around. One representative told me my order was to be delivered on the 30th. Each day i would call to find out why I never recieved a Tracking number their response was sometimes they send them and sometimes they don't it's the warehouse who does all that. So Tuesday came and went and no pickaxe was delivered so for Halloween Eli had no pickaxe i called Thursday and spoke to a manager who had nasty attitude who told me my item was lost in transit ornlost in the warehouse she ended up hanging up on me. An hour went by an i was beyond frustrated Samuel Arenas gave it a try and we got the best Manager to help us out she called several stores in the El Paso area and couldnt locate one. I had finally decided to cancel the order yesterday and order from Spencer's (which I should've done in the first place) my order came in this afternoon and Eli is beyond excited. I loved Shopping with Spirit Halloween but after this experience there is no way I'll ever do it again. Horrible that i couldve got them the costumes they wanted if only I had shopped with Spencer's to begin with.

I have a broken wrist and Randa was so helpful to assist me in finding a costume. Definitely went the extra distance for me!

I've been a loyal customer of Spirit since the beggining, but the past few years they've gone down hill. It's like a wild goose chase to find what you need... I visit their stores the day that they open and visit often until closing, and I still can never find what I need, end up ordering off of their site, and the only thing they deliver is disappointment. Last year I couldn't find a single ceramic Sam Trick R Treat light-up statue in any of our local stores, so I ordered online and received one smashed in pieces because there wasn't a single packing peanut or packing bubbles inside to protect the item. It was literally thrown in a box and that was it. Last year, I also ordered a Sam Trick R Treat costume off of their website since once again, the store didn't have it in stock... and I'm lucky that it even arrived by Halloween even though I ordered a month in advance. The package took SO long to come. Recently I ordered a Jason Hockey dress, since for some reason... their store that's been open for 2 weeks now has every size in that dress but the Medium that I need. I ordered one off their site... and received a CHILDREN'S HOCUS POCUS COSTUME. I can't trust their shipping service, and I can't rely on their store for my Halloween needs. I'm completely disgusted.

Preordered the delux sam pop a month ago. Was suppose to ship the 24th sept. Came and went and nothing. Meanwhile the pop is selling in their stores. Date was upped to the 30th. At first i thought no big deal. Then the 30th came and went, still nothing. I stay patient for another TWO weeks and still nothing.
Sent an email, they basically said their waiting for stock and will ship when it ships. Meanwhile many others are just going in store and buying them this entire time, posting photos of shelves filled with them. Other people calling and hearing they have tons sitting around their stores. What the hell?!
NOW once they got the stock, suddenly their system breaks and everybody's having card issues. I sent in an email days ago to cancel my order so that i can reorder (cheaper with coupon this time) and nothing. Had to go shake down their twitter page and despite them saying its canceled the order is still marked "in process." which makes me very uneasy. Now i fear having to deal with two orders possibly being charged because it seems the company sure as hell don't give a damn.
And not to mention they LOVE doing hold charges. So don't be surprised if you see a holding charge EVERY. SINGLE. WEEK. On your card! This has the worst preorder ive ever delt with and will never order online from them again!

I placed an order for in-store pickup on October 12. They said it would be ready either that same day or the next day, but to wait to receive an email saying the order was ready. All looked good when I placed the order. The receipt I received over email says the order is for in-store pickup, lists the store address, and states "Please wait until you receive a pickup notification email before heading to the store. Pickup items are usually ready the same day, and orders placed after 5 p.m. local time are ready the next day." We were leaving town for the weekend, so I stopped by the store on October 13 knowing that I had not yet received the email, just in case the order was ready. The staff looked a bit scared and uncertain, and said they had had some trouble with the online ordering system and would check with the manager. The manager never emerged from the office and unfortunately I couldn't wait for them. I told them I had come by too early anyway, and that I would come back when I was back in town and had received the email. We are back in town now. It is now October 16 and no email has come. I went online to check the status of my order, and the website says my order is being processed for shipping, and that orders take 3-7 days to process. What? That isn't what I agreed to when I made the purchase. We need the costumes this week, which is why I opted for in-store pickup and was so pleased to find them at my local store! I have since purchased the costumes elsewhere since we need them now. But guess what? The Spirit Halloween website says I can't cancel my order with them because once the order is placed they begin preparing to ship the items. This is complete bull crap. My order wasn't supposed to be shipped! I haven't been able to return to the store in person, but I will go when I have plenty of time to speak to the manager so they can cancel my order. I signed up for in-store pickup by October 13 and they did not deliver and still CAN'T deliver. The moral of this story it: DON'T ORDER ONLINE FROM SPIRIT HALLOWEEN! The Spirit Halloween store are fun, but spirithalloween.com is a mess. Go to the store, find what you need, pay there, leave with your stuff. Never again will I shop online with them.

I pre-ordered an item in JULY, the FIRST DAY it was available to order. It was supposed to Ship by 9/16. Everyone I know has gotten their order, and my order is STILL sitting in "processing" and when contacting spirit they say it's been "allocated" to me, but hasn't shipped. They have told me anything from "it'll ship today or tomorrow" (that was 9/16), to its going to be 8-10 more weeks (that was 9/20), to it'll ship by the 30th (that was the 26th). It is now 10/2 and my order STILL HAS NOT SHIPPED. Unfortunately I cannot get the item I ordered ANYWHERE ELSE or I would have by now. Their customer service is junk, they have no pride in their merchandise, and generally ignore and abuse customers. 3 people have told me 3 different things with the last one being INCREDIBLY rude about it and telling me "either wait or cancel the order. I don't have time for this" when I tried to press about how sure she was it was going to ship on the 30th. Low and behold, she lied. Dont Order anything from this company online. Its literally trash.

I've been contacting their customer support for weeks and everytime I respond back with the information they ask for they ghost me. This has been going on for weeks now. Everytime I start a new email they ask for the same info. I'm outraged at this point!
Order *******. All these items arrived damaged! Light-Up LED Beetlejuice Snake Statue, Trick 'r Treat Bus Framed Picture, No Feet Hanging Sign - Beetlejuice, Sewer Pennywise Doormat - It Chapter 2, SS Georgie Pillow - It Chapter Two

Order #: ******* arrived damaged. I'd take an online compensation for this/the cancelled 1

Order #******* Items MISSING and DAMAGED! Replacement order that arrived today was of 1 single item I didn't even order! Please See Following List:
Light-Up LED Hanging Marquee Beetlejuice MISSING, Hanging Adam Decorations DAMAGED x2, Hand Puppets - Killer Klowns From Outer Space DAMAGED, Adult Shorty Dress Costume - Killer Klowns Outer Space
Size: ADULT MEDIUM MISSING, Adult Jumbo Costume - Killer Klowns from Outer Space
Size: LARGE/X-LARGE MISSING, Adult Spikey Costume - Killer Klowns from Outer Space Size: SMALL/MEDIUM MISSING, Wrong Fog Machine 400 Watt RECEIVED INSTEAD of, 1000 Watt Fog Machine, Fog Machine Fluid - Gallon LEAKING/DAMAGED, 20 Ft Fog Hose and Adapter Kit DAMAGED, 9 missing. 1 Received
9.5 Ft Black Loose Weave Fabric

My other family was wearing a mask and the manger did not like the mask so she kicked them out. I do not thank that was ok.

I payed 36.99 for a costume and all I got was a very small mask and a robe that is huge. There was only 1 glove.

Bought a costume from here and there's not even a battery pack! Can't even air up my costume... Freaking crap

They told me that i could return the costume and i went back the next day and they refused to take it. I am furious and enraged

Worse company ever
Charge u twice until receive product
Then credit u back a charge
WHat!
What good company does this?
Not a good company
BEWARE OF FINE PRINT