SpiritHalloween

I had ordered a $50 costume and it had charged me 4 different times. I went into the store and was told to call the customer service number. I was on hold for 50 minutes listening to the same violin music over and over. I literally felt like Daryl Dixon in the Easy Street episode. Once I had been on the phone for 50 minutes, I was told to leave a voice-mail and someone would get back to me. They never got back to me. I'm yet again on hold for 20 minutes and no one has responded..

I've been going to Spirit Halloween ever since 2012, the employees there are kind and helpful, the employee at my local Spirt Halloween helped me find one of of my costumes. The only thing that let me down in the last few years were the prices if the animactronics. For example, Shorty that was in 2021, was $230. Now Slim that is in 2023 is $400. Over all, I absolutely adore this halloween store

I ordered literally almost 2 months ago and nobody not even a tracking number yet on my daughters costume and they told me the other day it should definitely have shipped. Well the guest services said it hasn't. I'm so pissed off and I hate complaining but this is the worst service ever. I wasn't even going to get that on time and I'm pretty sure they weren't going to tell me! One mad momma.

I specifically asked the cashier if item was returnable and was told that item can be returned for cash back up until 10/23 but after the 23rd only exchange or store credit.
She didn't tell me that after the 26th neither exchange nor credit would be available. No signage by the register, only small print on the receipt which I didn't look at since cashier told me herself "her version" of the return policy.

I will never but from SH again! After buying 4 childrens costumes for over $100 two days before Halloween, I have already had 2 of them rip and my kids haven't even had them on for 15 minutes. Then you can't return anything if it's after October 20th... no wonder why they do that. They know their costumes are crap and you're most likely not going to be wearing them until Oct. 31st or a few days before. You pay WAY TOO MUCH money for those costumes to just fall apart. I should've went to Wal-Mart like I usually do!

I placed an order Tuesday and paid for expedited shipping which showed it arriving on Friday. Perfect, because I needed it before the following Thursday. It's Friday and it hasn't even left the warehouse.

I purchased a costume for my child. Paid for over night so we can have it in time for party. It's been a couple days and it hasn't been shipped. Out. Tried to call spirt waited 30 min and no one picked up phone. Tried the chat took 30 min to get some one and they told me sorry however we can control our venders. When I asked for a time frame they had no idea. This company is pretty terrible. I plan on returning my product

Do not shop here. Horrible customer service. Not helpful and very rude. Do not order online. Items will take a long time getting to you. Customer service does not keep you updated on changes. Items stated in their site that are in stock are not. I learned that the hard way. Customer service does not care about the customers. Will never shop here again or Spencer's. I emailed customer service 3 times and never got a response.

Horrible customer service! Missing arms, they said they shipped it. No response back, no tracking number, no follow up. I just spent $150, I would expect better service! Wish I could have gone somewhere else.

I placed my order and paid for it on 9/25/23. I have emailed them 4 times, they responded 2 times with the same thing, your order has shipped. I tracked the order and it is in Chinese so I can't read most of it, some of it is in English and tells me where the order is and the date, it says it's in my town and has been since the 18th but I have not received it. I emailed and told them to refund my money but they have not emailed me back.

I ordered my costume on an estimated delivery of oct 21st paid extra for express shipping and had a costume party today oct 26th still havent recieved my order and took forever to get a hold of customer service and they said i can get my costume refunded but not the extra shipping cost. Will never order from here again.
Sincerely a very unhappy customer whom did not get to go to the costume party

I placed an order on October 6. I received a partial order two weeks later. When I inquired about the remaining item in my order I was told more than one time (after 1 online chat, 1 email, and 3 phone calls that it was in process, and to not worry... there is still time. On October 19 I received one email stating my shipping charge was credited for the inconvenience and a second email stating my order had been upgraded to expedited shipping and would be delivered no later than October 25th. I did not receive the package on the 25th. I checked online... my order was no longer visible, so I called again on October 26 and spoke with a customer service rep who finally told me the reason I had not received my order was because it was out of stock and it was never going to be shipped out. It is now 5 days before Halloween... I have all the accessories for my costume... but no costume. I will never purchase anything from Spirit Halloween online again.

We placed an order 6 weeks ago. We received all items except for the most important one. When I try to call them, I get a recording on endless loop that I literally have listened to for over 30 minutes in hopes that someone might pick up the phone. NOTHING! If I press ANY of the options, I get a recording telling me to go to their website and click on the live chat option. Well, there is NO live chat option on the website. And when I send emails to customer service, I get NOTHING back. Halloween is 9 days away, and the costume pieces we bought are useless without the missing piece. Also, I returned an item because I ordered two sizes of a costume and sent back the size that didn't fit as well. That was quite some time ago, and I have received NO communication and NO refund. I doubt I will get a refund, and of course I can't contact anyone about that issue either.

I bought a costume for my son got home stuff was missing out of it, i was told someone may have stole it by the manager at spirit halloween n no money back but i could sale it to them n gt 20 percent back of my money. So next year back to walmart, target i go. I work to hard for my money!

After ordering, almost a week later, I had not received any shipping notification & had to contact them. The customer service rep sounded hesitant & very unsure of herself, but proceeded to assure me that the costume was in stock & they would ship it over night delivery. To my disappointment I received a notification at 10pm that night that there was a warehouse "issue" and costume was sold out. It took them a week & a phone call to figure out their product was out of stock? All the while charging my card. BAD BUSINESS! This company is obviously unorganized, unreliable and dishonest. Dont waste your time using them... it stinks to have to tell your kid at the last minute, they are not getting the costume they wanted because some adults didnt do their job!:-(

Bought some items on October 25th. Wasn't told that my sale would be final. The store didn't even have a policy posted by the checkout. I went to the store to make a return and they told me I was stuck with it. Super sketchy policy and lack of transparency. The only way I would've known about the policy would have been if I had looked at the website before buying anything. When I pointed out that a sign wasn't posted at check out, I was met with shoulder shrugs. Won't be shopping there again.

The staff is wonderful. The costumes are made terribly. You cannot speak with someone in the store on the phone. The voice recording states hours but the phone lines are always closed. There is no chat line. They will not offer store credit and have no gift cards. I ordered a costume which was too big. Went to the store to exchange and inventory was so low. It was low when I went there on October 18. Bought another customer and it was too small. When back for money back or store credit. NOPE. No credit or money back. I will not recommend or visit the shop. If there was a teenager that needed a costume and I did not have the money I would have sold it to them at discount. At least five store credit. That is how you get customers back into the store.

Over a month and well over 10 conversations on the phone with your online employees and you finally refunded my 200 dollars. Your customer service team wanted me to splice and rewire an infrared sensor instead of just shipping it back and getting a refund like a normal company. Couldn't imagine Amazon, Lowe's or Walmart telling me to try to do electrical work on a product you guys broke in the first place. You seriously need a restructuring of your Dr Zombie and customer service branch because it is frankly embarrassing next to the passion and friendliness of your in store employees. After this debacle I will never order another animatronic online, only in store where I can talk to an actual employee interested in correcting your companies mistakes and return it directly to the store if there is a problem. Seriously embarrassing online customer service

I see other people are having the exact same issue as me. I placed an order near the end of October, and it arrived 11/1/23 completely busted. I contacted customer service a few days later, and I was told I'd be getting a full refund within 21 days. It is now 12/11/23 and I have received nothing. I haven't gotten a reimbursement for the shipping fee, taxes, or the item itself. I've contacted customer service multiple times, and it's always the same response. Here is exactly what they claim: "Thank you for your correspondence. We have processed a full refund for the total amount of your order. You shall receive the shipping and tax refund post, and then the actual amount. Please note that it may take approximately 7-14 business days for the refund to reflect on the original payment method that was used." As I've stated before, I have received absolutely nothing. The only positive I can say is that the base of the item is still intact, so I at least have something to show for my efforts. I will not be ordering from this company online again anytime soon.

Nice products but consider yourself warned... terrible customer service and shipping. As I was putting together my product, one of the soldered pieces fell off. I reached out to customer service which took a day to reply only to ask for photos. I sent photos right away and then a day later, they sent me a diagram of the product so I could point out the exact broken piece because the photos weren't good enough. Are you kidding me? That is just a stall tactic in hopes of having you give up and walk away. So now I wait with a product I cannot use to see what the next step will be. Hopefully, it will be before Halloween. Their actions don't make me feel like a valued customer, that is for sure. DO NOT USE THEIR ONLINE SERVICE!

Placed an order online called with a few hours to cancel said order due to having the item at the store with free shipping instead of the 50 bucks they were charging was told my order was canceled instead they still shipped it can only return in store till the 23rd oh but wait it won't be here in time imagine that so I have to pay to ship it back and will not be refunded for any of the shipping payed either way so I am out well over 100 dollars either way I will never ever ever recommend there website ever

I've already left a review about how horrible the shipping is, but I just have to add more since I got my latest tracking update. I ordered on 10/13. Spirit said to expect 6-8 days before my package comes. It is now 10/23. My last tracking update I received today said to expect my package on 10/26. I'm sorry but this is unacceptable. I'm extremely pissed off and I really hope they got my order right because if not, like I said before, I'm screwed. I need this costume for the 29th. If I actually get it on the 26th, that's only 3 days til the party. So no time to send it back if it doesn't fit or whatever. I've always loved going to my local Spirit Halloween store, but $#*! Spirit Halloween online!

I ordered online and didn't realize it was us so paid 80$ for a 30$ costume; the invoice that was sent said 50$ and my credit card was charged nearly 80$ they couldn't refund because they said they already shipped it, and I ordered it before October and still haven't received it and hallowed is on Monday. Definitely don't order online because customer service was no help at all