Spirit Halloween

We apologize for the delay in the refund of the shipping. The shipping cost has been refunded back to the guest and it will take about 48-72 business hours to appear on the account.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

We are sorry to hear that the guest did not receive a complete costume. When the guest purchased the costume in 2013 our return policy was that guest had until October 18, 2013 to make any returns or exchanges as after this date all sales became final. This policy was posted at the register as well...

as on the receipt and gave the guest plenty of time to check the costume as it was purchased in September 2013. We were not contacted until November 2014, more than a year later, letting us know that he had received an incomplete costume. Our last contact to the guest on 11/1/14 was requesting a picture of the costume and receipt which we never received a response. The most recent response we did receive was on 12/21/14 letting us know he did not receive a response from us in 2 months. We do see that there were two email attempts attached to the chain letting us know that he no longer had a receipt and that he was providing pictures of the costume. We checked our records and have confirmed that we did not receive his two previous emails. Sometimes the emails are not received if there is a large file attached like photos or a video because the file size is too big. We did not receive any of the pictures the guest attempted to send. We did respond to the email received on 12/31/14 apologizing for not getting back to the guest as we never received any follow up until this time.Since the receipt is no longer available we did request that guest mail the costume back ot our company for a corporate office refund. As no proof of purchase was available we informed the guest that the refund would be for the last selling price of the item in store which is 50% off. This was being offered as the item is more than a year old, there is no receipt or proof of purchase; plus it is not a SPIRIT Halloween exclusive and is available for purchase through [redacted] or [redacted]. The offer still stands that the guest can mail the costume back to us at the address below and we would be happy to honor a corporate office refund for the last selling price of the item in store.SPIRIT HalloweenATTN: Guest Services[redacted]
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I had already emailed you and advised you of this refund.
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, ONLY after I receive my refund and apology in the mail. Until then, I would like to keep my complaint open. 
They can mail my refund to: [redacted]
Regards,
[redacted]

Review: I placed an order on 10/16/2015 I paid $31.49 for 2 day express shipping. It did not arrive in time. I called a week later and was assured it would be here by 10/23/15 the day I needed it. It did not arrive, I called again on 10/27/15. I spoke to the supervisor "Nicolette" who was extremely rude and abrupt. She said we had an issue with packages being sent on the wrong truck (in a rude, like I was bothering her/wasting her time manner) basically no blame on their part, at all. No "we made a mistake" just well, you can write refuse to sender if you don't want it. No concern, she did say a fake/forced "sorry" she did not try to help the situation, she did nothing, not even a real apology. She give me attitude, after I waited a half an hour on hold to speak to her! My sons Halloween party he did not have a costume, I'm out $100 for something I no longer need. They did say they would credit my shipping charges back on 10/23, but I have yet to see that refund, so I'm hesitant to write refuses to sender if I ever do get my package (it's now 10/27/15 and no package has arrived) Horrible company, horrible customer service.Desired Settlement: I would like a refund, as I can't return to a brick and mortar store because "no returns or exchanges" is their policy. This is their error and it wouldn't need returned if they didn't mess up and not ship on time. I ordered in plenty of time, using a service they offer! If I refuse the package, I'm afraid I will never see that refund either, just like the supposed shipping refund I was supposed to receive.

Business

Response:

We are sorry to hear that the guest did not receive their order when anticipated and that their issue was not resolved when they gave us a call. Upon further investigation with the US Postal Service it looks like the order has been lost in transit. A refund for the remainder of their order will be issued today and will take about 3-5 business days to appear on their account. The refund for the shipping was issued on 10/22/15 and upon further review we are showing that it was processed successfully with no rejection from the bank/credit card company. We apologize for any inconvenience this may have caused and if the guest has any further questions, please let us know.

Review: An order for Halloween decorations was ordered on October with day shippingDate: 10/25/
Order Status: COMPLETED
Order #[redacted] (Online)
On Monday October a shipping label was created for the USPSOn Friday October 30, I called the Spirit Halloween store and spoke with [redacted] the district manager who said that I needed wait minutes to speak with the online customer serviceI spend hours on hold and speaking with [redacted], [redacted] and [redacted]I cancelled the order by email and with [redacted] before it was sent out[redacted] lied and said that the order was processed but that the USPS hasn't been to the warehouse in days and which is not their faultShe said that I could reject the package but would not refund the order[redacted] was more honest and said that I had to send it back through USPS[redacted], the most senior manager said that Spirit put the order on the wrong truck and didn't get the package back from Monday to today and just got it to the USPS for day shippingThey said that I would get my decorations on Monday, days after HalloweenShe would not refund the order either and said they didn't process the cancellation in timeShe said I don't have to accept the order but that if the USPS leaves the package anyway, I would need to send it back by mailI don't have the package
Product & Tracking Information
Postal Product:
Priority Mail 2-Day™
Features:
USPS Tracking™
Up to $insurance included
Restrictions Apply Priority Mail Insurance info icon
DATE & TIME
STATUS OF ITEM
LOCATION
October 30,6:pm
Arrived at USPS Origin Facility
COLUMBUS, OH
Your item arrived at our USPS origin facility in COLUMBUS, OH on October 30, at 6:pmThe item is currently in transit to the destination
October 30,5:pm
Accepted at USPS Origin Sort Facility
[redacted]
October 27,
Pre-Shipment Info Sent to USPS
October 26,1:pm
Shipping Label Created
[redacted]Desired Settlement: Refund me the order which I cancelled and they still sent out through the wrong truck with two day shipping, which I get a week after HalloweenThe order is: $
An apology from Spirit for sending it on the wrong truck and taking more than days to send out an order that should take days to receive which cost extra
Business
Response:
This has been resolved with the guest by issuing them a full refund and a gift card

Review: I purchased a costume on September 9, 2014 online at [redacted] About a month later, on October 2, 2014, I received an email from Guest Services stating that the Vendor was no longer providing this particular costume. I responded with my disappointment that it took almost a month to inform me that the costume was not being offered. A [redacted] from Guest Services emailed me back on October 2, 2014 that the $49.66 hold was released from my account. The hold was not released, and still has not been released. I emailed Guest Services and [redacted] three times since then to release the hold. The hold is still on my account, and no one has even attempted to resolve the issue.Desired Settlement: I expect that the $49.66 charge hold be released from my account immediately. I placed the order on September 9, 2014, and as of today October 24, 2014 the hold is still pending on my account. I was told on October 2, 2014 that the hold had been released, and 22 days later it has not. I am not receiving a product from this company due to unavailability from the vendor. Please remove the hold from my account today. It does not take a month and a half to release a hold.

Business

Response:

We are sorry to hear that we were unable to fulfill our guest's order for the [redacted] costume. Unfortunately we were unable to get the costume from the vendor as anticipated. Our company does not charge a guest until an order has been processed and shipped. Since the guest is not immediately charged the bank or credit card company may choose to place a hold on the account in the amount of the funds for the order. The holds may be held for 48-72 business hours before being released and if our company does not collect payment within 7 buisness days the financial institution may place another hold on the account to verify the funds are still available.We are sorry that the guest never received a follow up email concerning the hold not being released from their account. Normally it takes about 12-24 business hours for our company to respond to all email correspondences, but during the last week of October it may take 24-48 business hours due to it being the height of the Halloween season. We do see that a final hold was placed on her account early on 10/24/14 before the order ws canceled. Should the guest still see this charge on their account we would be happy to send their bank or credit card company a release holds letter. In order to due this we will need the name of the card company, the fax number for the card services department, and the name as it appears on the account. We hope to hear from the guest soon so that we can assist in resolving this issue.

Review: I purchased several 200 animatronics from spirit halloween over the last month. The last few items I received were defective as soon as they arrived and I ended up sending them back for a refund. up until today they seem to be doing as they should in this case regarding customer service. I have another one I purchased about a month ago. this item was 179.99 and used 4 times...ONLY 4 TIMES...its not even halloween yet and the eyes are no longer working. I received an email from customer service asking me to send her a video which I attempted several times but their email system would not accept the videos (why would they even ask me to send one) so the girl messages me back and said because I couldnt send a video she could offer me 30 percent discount to keep the broken item. I refused and asked her to send me a label and reship the product...well I guess now its out of stock. so then I get a call from someone stating its passed 14 days and they would not even send me a label to send it back to them and she would offer me 20 percent to keep it...WTH!! THIS IS NOT FAIR THEY SHOULD NOT BE ABLE TO SALE ITEMS THAT WILL ONLY WORK FOR A SHORT PERIOD OF TIME AND THEY ARE A SEASONAL STORE SO THEY GET A WAY WITH IT. IT IS UNJUST AND SHOULD NOT BE OCCURING.Desired Settlement: I want a shipping label to return this item and I expect a full refund including original shipping. unless they want me to keep the broken item for the inconvienience BUT I WILL NOT PAY FOR IT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Business

Response:

A return label is being sent to the guest to return the item. We have tried to work with the guest since 9/27/13. The guest wants us to price match on items that she has found on the internet or that we cannot accept videos. We do accept videos it was just her file was too big. We have tried to accomodate the guest - however, we can no longer price match items and accept the fact that it is damage with no proof. A refund will be issue for the full purchase amount including shipping when the item is received back at the warehouse.

Review: I purchased a variety of halloween supplies at the Spirit Store on Saturday, 10/19. Upon taking these items home and setting them up I found out that 3 of the items did not work and one of the items heated up and seemed to be a fire hazard. According to the Spirit store all sales are final but I was sold faulty merchandise. I would like a full refund of these items. I have tried to contact the store but the phone line rings and has a message stating that the voicemail is not set up yet. I have also contacted the corporate office but the when I am transferred to customer service the phone line has a busy tone every time and I am unable to speak to a representative. I have also emailed directly with guest services on the Spirit website but I have not heard back. The following is the corporate office information: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like a full refund for the faulty items I purchased. I do not want a store credit or exchange, the quality of product is very low and I feel they have safety issues as well.

Business

Response:

As we do have an all sales final after October 18 posted on the receipt - we will be happy to refund the guest for the defective items if he would send us a copy of his receipt and a description of what is wrong with each item. Our Customer Service number is [redacted] Our fax number is [redacted] attention Customer Service.

Business

Response:

As we do have an all sales final after October 18 posted on the receipt - we will be happy to refund the guest for the defective items if he would send us a copy of his receipt and a description of what is wrong with each item. Our Customer Service number is [redacted] Our fax number is [redacted] attention Customer Service.

Review: On 11/1/2015 I went to the Spirit Halloween location located [redacted] I was informed by the manager that the sale on 11/2/2015 would be 75% off. I returned the next day, I confirmed when I arrived with Brandon the manager that the whole store would be 75% off. When the first person checking out at the register received only 50% off Brandon called another location to find out if they were having the same problem. I spoke to 14 people inline that all returned on this day because they were informed that the sale would be 75% off. The store manager ( Brandon) informed me that someone at corporate office changed the sale. I pointed out that there was no posted retraction anywhere in the store, as required by California state law. He informed me that there was nothing that he could do. I asked to speak to his supervisor and was informed at I would have to call there corporate office myself. After 3 calls and each of which I was hung up on by someone in customer service, I did get someone that logged the complaint for me. They refused to honor the price that Brandon had his coworkers had been advertising.Desired Settlement: I had both Brandon and the customer service log all items that I was going to purchase on 11/2/2015. They should sell it to me along with all other consumers that complained at the price that was offered.

Business

Response:

We are sorry to hear about the misinformation provided to the guest by their local SPIRIT Halloween. All the signage provided to our store locations for this event advertised 50% off the entire store. The stores were not provided with any additional signage for 75% off and were not informed that this would be offered. We apologize for any inconvenience this incorrect information may have caused, but we will be unable to honor the 75% off as requested as that was not the sale being advertised in stores.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I live in the state of California not in New Jersey. The have a law California[redacted] that states the following..........(a) It is unlawful for any person, at the time of sale of a commodity, to do any of the following:(1) Charge an amount greater than the price, or to compute an amount greater than a true extension of a price per unit, that is then advertised, posted, marked, displayed, or quoted for that commodity.(2) Charge an amount greater than the lowest price posted on the commodity itself or on a shelf tag that corresponds to the commodity, notwithstanding any limitation of the time period for which the posted price is in effect. (b) A violation of this section is a misdemeanor punishable by a fine of not less than twenty-five dollars ($25) nor more than one thousand dollars ($1,000), by imprisonment in the county jail for a period not exceeding one year, or by both, if the violation is willful or grossly negligent, or when the overcharge is more than one dollar ($1) .(c) A violation of this section is an infraction punishable by a fine of not more than one hundred dollars ($100) when the overcharge is one dollar ($1) or less.(d) As used in subdivisions (b) and (c), “overcharge” means the amount by which the charge for a commodity exceeds a price that is advertised, posted, marked, displayed, or quoted to that consumer for that commodity at the time of sale. (e) Except as provided in subdivision (f), for purposes of this section, when more than one price for the same commodity is advertised, posted, marked, displayed, or quoted, the person offering the commodity for sale shall charge the lowest of those prices. (f) Pricing may be subject to a condition of sale, such as membership in a retailer-sponsored club, the purchase of a minimum quantity, or the purchase of multiples of the same item, provided that the condition is conspicuously posted in the same location as the price. The important part to note is Section (a) subsection (1) the word "Quoted", Bandon ( your manager ) acting, and gainfully employed as a agent of Spirt Halloween, informed many customers and instructed staff to inform customers that you will be offering 75% off on 11/2/2015. This was also verified by a Fresno county investigator as part of the Division of measurement standards. As a business you should always do the right thing when it comes to the consumer. I have one voice. But...what I saw yesterday, how people were treated, disrespected, lied to, hung-up on, misinformed and degraded, leads me to use that voice on behalf of them. I will wait for your response prior to reaching out to the media next.

Regards,

Robert [redacted]

Business

Response:

Our stores were only provided with signage advertising a 50% off End of Season Sale. All communications provided to our stores via our Business updates advised our sales associates how to handle the 50% off sale. Our stores were never provided with any signage or advertisement for 75% off and the employees were never informed to offer this sale. Again we apologize for any inconvenience this may have caused but we are unable to honor the discount the guest is requesting. Should the guest still have the list of product he was interested in we would be happy to honor the 50% sale online along with free Economy shipping.

Needed a last minute costume for my 11 year old son. I went to Spirit Halloween because I heard they had tons of costumes to choose from. I bought my son the Slenderman morph suit in a size XL (12/14), which is larger than what he normally wears, figuring he could wear it again next year. Wrong! It was way too small. When I went to return it I was informed they did not accept returns. What kind of garbage is that? I, later, read on the receipt that I could exchange it for a larger size, however, that was the largest size. Spirit Halloween 's employee did not even offer to exchange the costume. Beware buying from this store, I know I won't be going back.

Review: Bought a costume for Halloween, and when I opened it, to wear for my party, there were pieces missing, and pieces from other costumes. I paid $50 for this costume, that I couldn't wear. When I contacted the company, they asked me for pictures, which I provided. Then they informed me that I would have to pay to ship the incomplete costume back to them, and they could only issue store credit, and asked for a receipt. When I told them I no longer had the receipt, they ceased responding to my emails. Once I made a complaint about it publicly, on their Facebook page, they responded to my email, and still refuse to make this right. Do NOT buy a costume from this company!

Business

Response:

We are sorry to hear that the guest did not receive a complete costume. When the guest purchased the costume in 2013 our return policy was that guest had until October 18, 2013 to make any returns or exchanges as after this date all sales became final. This policy was posted at the register as well as on the receipt and gave the guest plenty of time to check the costume as it was purchased in September 2013. We were not contacted until November 2014, more than a year later, letting us know that he had received an incomplete costume. Our last contact to the guest on 11/1/14 was requesting a picture of the costume and receipt which we never received a response. The most recent response we did receive was on 12/21/14 letting us know he did not receive a response from us in 2 months. We do see that there were two email attempts attached to the chain letting us know that he no longer had a receipt and that he was providing pictures of the costume. We checked our records and have confirmed that we did not receive his two previous emails. Sometimes the emails are not received if there is a large file attached like photos or a video because the file size is too big. We did not receive any of the pictures the guest attempted to send. We did respond to the email received on 12/31/14 apologizing for not getting back to the guest as we never received any follow up until this time.Since the receipt is no longer available we did request that guest mail the costume back ot our company for a corporate office refund. As no proof of purchase was available we informed the guest that the refund would be for the last selling price of the item in store which is 50% off. This was being offered as the item is more than a year old, there is no receipt or proof of purchase; plus it is not a SPIRIT Halloween exclusive and is available for purchase through [redacted] or [redacted]. The offer still stands that the guest can mail the costume back to us at the address below and we would be happy to honor a corporate office refund for the last selling price of the item in store.SPIRIT HalloweenATTN: Guest Services[redacted]

Review: On Tuesday, October 14, 2014 I ordered item [redacted] Haunted [redacted] with a purchase price of $215.99. I received the item approximately October 17th. I assembled the item on October 19th. It had a slight issue with movement. After looking at the moving part I noticed that it may have been missing a spring on the part. I attempted to call the number listed on the instruction manual regarding parts. The telephone number listed is [redacted] This number went straight to a voice mail. On Monday, October 20th I attempted to contact Spirit Halloween. I was directed through voice prompts. Left message regarding nature of the call as well as all the info for replacement. I did not hear back. I again attempted to contact the company through their email, again giving all the information regarding the nature of the issue including part number that is defective. As of October 29th I had not received any contact from the company. I called the number and used the prompts to go through the ordering department. The young man who spoke with me told me basically that I would have to prove that the item was truly defective when I received it given the price of the item. I informed him that it was exactly that reason why I was contacting them. Given that I had already paid for the item and it was such an extensive item that they need to address the issue. When I went to the company's return and exchange portion of the website, I was basically informed that I would have to shell out the money to purchase this item, then when they received the defective item I would receive credit. I don't feel that I should have to pay for something twice BEFORE the defective item is taken care of.Desired Settlement: I want a new working item sent to me at no cost to me. I don't feel I should have to pay for the item, it's shipping either to me or for return. of the defective item.

Business

Response:

We are sorry to hear that the guest could not reach our Guest Services Center. I did review his order and see that he did reach out to us on 10/29 and was told that we do require on defective items a picture or video of the item that is damaged or not working when that information was given to him and was not happy with the response of our rep and disconnected from the call. Our phone number is [redacted]. Our website also does offer where you can send an email with responses using taking 24 to 48 business hours. During the season, we do experience a very high valume of calls. The phone number that were on the instructions does not work - and I also googled it [redacted] - so we have our buyers inventigating who that number belongs to.

A new order has been placed for the guest - not requiring the photos or video of the broken tree. A email confirmation will automatically be sent to the guest - the new order number is [redacted] and will be ship fed ex standard ground from our Ohio facility.

Our apologies to the guest for the delay.

Sincerely yours,

Spencer Gifts and SPIRIT Halloween

Review: Went to a spirit location on my lunch break today (10/29/13) to by a woman's army fatigue costume. Bought the costume in a size 14/16 (although I am a 8/10) for length and room since I knew that tonight I would need to be limber in it. Took the costume home to change into it (because I was going to need it to wear to a work event) and as I was buttoning it, the side completely came apart as if it may have already been defective or possibly just cheap. I realistically did not have the time to return it as I work during the week as most people, but since I am not rich and paid $40 for it, I went immediately back to the location to either exchange or return. When I got there, I was behind another customer that was being helped by one of the employees. As the woman walked away, I observed being mocked by the employee because I was sort of hidden behind a pillar. Nevertheless, I told the employee what had happened with the defective pants and she immediately told me they had a policy of no returns and only exchanges and that I could only exchange the procuct for a different size. When I found out they had no other sizes of that costume except for a 4/6 I was told that I was just out of luck or that I could drive around to other locations to try and exchange. It was a huge incovenience because I need the costume tonight and I have no time to waste driving around to other locatnions hoping for a miracle. Not only did the employee mock me and not offer to help me at all or even to call around for me, she told me that spirit accepts donatiosn. It was uncalled for and she laughed in my face. At this point, I am out of $40 and I have no costume. I feel like I've been swindled and robbed by this company and am seeking either merchandise or my money back and a formal aplogogy letter.

Product_Or_Service: female army fatigue costumeDesired Settlement: DesiredSettlementID: Replacement

refund or replacement and an apology letter from the company. I was humiliated by the clerk that helped me in front of other customers and she provided no real way for me to get my money or merchandise. I shouldve never done business there and I never will.

Business

Response:

The guest - [redacted] contacted the Guest Service Department on October **, 2013 and spoke to our representative [redacted] and reported the occurence at the store.

Our Senior Representative, [redacted] asked the guest for a copy of her receipt and a refund was issued back to her [redacted] card ending in [redacted] on November *, 2013 in the amount of $43.59.

Sincerely yours,

Guest Services SPIRIT Halloween

Review: I ordered 2 products from this company on 10/25/15. I used this company because they had a promotion of but one get one 50% off at the time. These items are very fragile wall plaques. One was a shark head, and the other is a Tyrannosaurus Rex head. They were each regularly priced at $79.99. With the discount, the T-rex head happened to be discounted to $39.99. I rereceived the first shipment on 10/30/15 and they were packaged together in the same box with only a little paper shoved inside and they were smashed to pieces. I called spirit Halloween and informed them of the problem. They offered to ship the products again. I asked for them to tell the warehouse to package them better and put them in separate boxes. These shipped 11/1/2015. On 11/2/2015 I received the shark box by itself and it was packaged well and was not broken. I called spirit Halloween to find out where the other box was and they had no idea why they were separated but that they were showing it was to be delivered 11/3/2015. It was. The box was smashed in and when I picked it up you could hear all the pieces rattle. I called spirit Halloween again. Informed them of the damaged product, they offered to reship again. I told them they had to tell the warehouse to package better! On 11/5 the 3rd replacement was sent out. I received it on 11/6/15. This one was broken as well. I called the company again and they offered a refund of $40.00. I informed them that I was paying $120 for 2 items and I was missing half of the order so half of the money should be refunded ($60) not just $40. They refused and forwarded my information to a supervisor. I called countless times probably over 15 times over the next few days, I was hung up on and transferred countless times to a voicemail that did not exist and the phone just hung up on me. They refused to give me back the money I paid and since I was not receiving the deal they offered, I shipped back the other shark so I could get a full refund plus return shippingDesired Settlement: I want the total order of $134.18 refunded as well as the $14.05 I had to pay to ship the item back. A grand total of $148.23 I did not agree to buy and keep 1 item at full price of $80.00. I did not void the original sale, I simply returned the product because it was a different price offered when I originally purchased it. It was not my error, it was theirs. I have argued this point heatedly with a manager by the name of [redacted] and he said they absolutely will not refund my shipping that it was my choice to ship back the other item. I disagree, they changed the price I paid per item after I already received the item. I have yet to receive any refund or any credit. It has been the worst customer service I have ever experienced. I have called them a total of 21 times regarding this issue as well as emailed their customer service team who have been extremely rude and unhelpful. This is not an exaggeration, they record the calls, please take the time to listen. If needed I can give times

Review: on October 7th 2014 I purchased a evil jester cane and a evil jester adult costume for men from spirithalloween.com...total cost was $74.57..for both...this morning which is October 15th 2015...I received a text message from my NetSpend card that Spirit Halloween has charged my card $48.05 more on that same costumeI have gotten in touch with Spirit Halloween this is their reply they took $74.57 and held it like in an account at the time of shipping of the costume they spent $29 out of that holdings ...( that was told to me by a service representative at Spirit Halloween )I want to know what gives them the right to take $48.05 off my balance on my card what happened to the rest of the money they were holding as they claim for that costume they have stolen $48.05 off my card this morning..I am so trying to get NetSpend to decline that transaction sincerely Jennifer Lowery...I just don't get it if they were holding $74 already off my card for the whole price of that costume why did they have to come back and take $48.05 off my card this is not making no sense to meDesired Settlement: can someone please help me get my $48.05 back I have been overcharged for a costume they trying to twist it around and make it sound like they only took $29 off my card and then turn around and took 48.05 when my NetSpend text told me on the 7th that $74 was took off my card already

Business

Response:

We apologize for the confusion concerning your billing. Spirit Halloween does not charge a guest for an order until the products have been processed and shipped. At the time the order is placed a preauthorization is sent to the back/credit card company and they may place a hold on the account to verify the funds are available for the transaction. This hold is usually released by the bank/credit card company about 48-72 business hours. The partial charge that was posted to your account was because your order was partially processed and shipped so you were only charged for the cane and part of the shipping and the remainder of the amount was charged when the costume shipped. We also have this information provided on our website under Payment Options on our Help page: [redacted] If you need further clarification concerning your billing information please let us know.

Review: I went to pick up some make up from Spirit Halloween. They were annoying and passive aggressively rude. I was asked well over 20 times did I need help. One girl asked me 2 times with in 5 minutes. I think she stopped because she went home. The other 2 boys asked me at the very least 10 times each. I would have bought much more, but I was super irritated.

At the counter, I bought some eyelashes that was labeled $4.99. The brand name of the eyelashes, [redacted] was on the label with the price. She charged me $5.99. The manager refused to give me a dollar back. So I asked for a refund. (see picture below)

The manager said, to the cashier. "They send us this stuff with out the prices so we have to guess on the prices." REALLY? YOU GUESSED THE PRICE? WHEN THE PRICE WAS IN THE SYSTEM? AND I AM HELD ACCOUNTABLE?

The manager smiled at me as she pointed to no refund as if she had won. She miss priced and I still had to pay for it? Yes

I never left the store. They refused to give me a refund, saying they don't take returns. Doesn't that policy mean (in most stores) that AFTER you leave the store you can't return it?

I did not even leave the register. This was unfair. I was false advertising.Desired Settlement: An apology and a check for a dollar mailed to me, for the principle.

Business

Response:

November 4, 2014 We are so sorry that the customer had a bad experience in the store. A refund will be issued to the guest along with an apology.Sincerely yours,Barbara G[redacted]Guest Services SupervisorSPIRIT Halloween andSpencer Gifts.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, ONLY after I receive my refund and apology in the mail. Until then, I would like to keep my complaint open.

They can mail my refund to: [redacted]

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I would like to re-open this complaint #[redacted] They never did what they promised. They lied because they figured I would forget about it and move on. I was treated too poorly to forget. I want to keep the case open until the fulfill the promise. Businesses don't care how they treat people. I am not going to let them lie and then just let it go, after how that woman did me.

Review: I recently ordered a costume (Purple Poison Dress) for my wife from [redacted] We both loved it and ensured that it came with all accessories (gloves, headdress, and a necklace). We are always careful to make sure that we receive what we are promised. My costume arrived with all promised accessories (The wrong color, but I wasn't going to make a fuss), but my wife's costume arrived weeks late. When it finally did arrive, it was missing everything but the dress itself. We checked the receipt for a phone number to ask about the problem, and found none. We then visited the website to find that the advertisement for the product had changed. The entire description was different. We then found out that the costume had been back-ordered and no one received theirs for a few weeks. We highly suspect that [redacted] realized the error, saw an opportunity to remedy the error, and changed the description before anyone could prove otherwise. I wouldn't be filing with the Revdex.com, but I have spent an hour looking for any way to contact the company other than sending snail mail to headquarters where there is no guarantee of a response. I am infuriated. This is no way to treat your customers.Desired Settlement: I would very much love to:

A. Receive the promised accessories and

B. Receive some form of an apology and a way to contact the company.

Business

Response:

We are sorry to hear that the manufacturer does not provide the costume that was listed as being all inclusive so a full refund was processed for the guest. This credit will take 48 to 72 business hours to show up on the account used to place the order. Backorder emails go out automatically after the 1 - 2 day processing time. We apologize that this was not sent to the guest. Our phone number is provided at the top of the invoice and also on our website under Guest Services. There are also email options to contact us on the website as well. We are sorry that the guest did not receive what they were expecting as a costume. Our Guest Services number is [redacted] If you google our company name - our corporate office phone number is provided. We also do have a facebook page - where comments are made good and bad - and we respond as well. We would like to extend our apologies to the guest for the inconvenience caused him.

Review: I contacted SPIRIT via email on Oct-28 to report the following: On Saturday, Oct-26 I spent $65 at SPIRIT Halloween shop on [redacted] in Park Slope, Brooklyn. Included in that purchase was a black metallic jumpsuit in size Small for $39.99. When I returned home to try on the costume, I discovered that the zipper was broken. I immediately called the store in Park Slope, but there were no additional versions of that costume in my size. I called all other Brooklyn store locations to find the same situation. This Halloween my family spent $185 total at SPIRIT stores and on-line. I stated that I understood SPIRIT does not refund purchases during the week of Halloween; however, I was sold a faulty product and I asked that SPIRIT to send me this costume, in working condition and in my size, to my home address free-of-charge. I offered to send the broken costume to the Egg Harbor office. No one at the Brooklyn stores were able to help any further. I indicated that this was not good business policy, regardless of a seasonal location or not.

Customer service replied on Oct-29 and stated that another costume would be sent if the costume comes back in stock. This costume has been in stock on-line since that time. On Nov-24 I contacted SPIRIT via e-mail again, and I have not received a reply. This is not sound business practice, and I would appreciate Revdex.com's advise and assistance in this matter.Desired Settlement: Per my original request, I would like SPIRIT to send me the costume, in my size but in working condition. I would be happy to return the faulty costume to their Egg Harbor office. Otherwise, if a replacement is not possible, I would like $39.99 refunded to me.

Business

Response:

We are sorry to hear that the guest did not receive a response to the follow up email she sent asking for an update on her replacement costume. I checked our emails and the last email correspondence we have with the guest was to inform her that should the black metallic jumpsuit come back in stock online we would ship her a replacement. This email was sent to the guest on 10/28/13. I have checked our website and the product the guest wanted is back in stock int the size needed. We will be happy to ship the guest the replacement as promised. If the guest could please email us at [redacted] to confirm that the address we have from the original email: [redacted] Brooklyn, NY 11215 is still correct we will get the product shipped.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,