Spirithalloween.com Customer Service Issues

When assembling the product this year, I noticed that the battery casing is missing parts and the wire is pulled away from the motion sensor hole. On October 18, [redacted], I went to the Hbg, Pennsylvania store #[redacted] and spoke with the Assistant Manager, Ashley Londrigan. Unfortunately, they didn't have the parts in stock, and after checking other stores in the area and contacting the District Manager, they were unable to locate them. Ashley provided me with the number [redacted] to call. I spoke with Saymara on October 24, [redacted], but she also couldn't find the parts. She suggested emailing the company for further assistance. The item in question is the 70" animatronics Twilight Twitcher Zombie. I hope another one can be located so I can have a fully functional product after spending $[redacted]. I appreciate your help. Thank you.

Yesterday, I bought two products from the store. Unfortunately, one had chipped paint and the other had a paint mixture issue. Both broke within an hour of bringing them home. The Rainbow Smash pickaxe's wheel came off, and the Boogie Bomb's pin detached from the chain. I cannot return them to the store as I tried fixing them with super glue, leading to glue residue. I also attempted to reattach the pin with pliers, but it won't stay. I was in a chat with a Rep named Ebony but got disconnected. I've been unable to reach them through chat or phone due to long wait times. Ebony mentioned I would receive replacement products, but I lost connection before confirmation. These expensive products shouldn't break so quickly, and the customer service's lack of communication is frustrating.

I recently visited our local store in Lancaster, OH, only to find it disappointingly unprepared for the Halloween season. The shelves were empty, merchandise missing from pegs, and the animatronics were not functional. The store resembled a disorganized mess, leaving much to be desired. Even the elaborate animatronics display from previous years was absent, replaced with empty space in the back of the store. My children, who usually love visiting the Halloween store annually, were not impressed this time. The store's condition prompted my oldest to suggest getting costumes from Party City instead. It's truly disheartening to see a store open late and so ill-equipped for the season.

I encountered an issue yesterday while ordering a Bob Ross costume. Initially, the website indicated a mismatch between my credit card info and the address. After multiple attempts, I managed to place an order for one costume, which should have cost around $42 with a coupon and delivery fee. However, my Bank of America account shows multiple charges for the same costume, totaling over $[redacted] instead of the expected amount. I only intended to purchase one costume and wish to rectify this error. The website did not confirm multiple purchases, and I only received a successful order message once, with the correct price for one costume.

I visited the Roanoke, VA store recently and made a purchase of almost $50 along with my friend, spending the same amount. We then found a costume elsewhere and attempted to return our items, only to be informed that returns were not possible. I was surprised as there were no signs indicating the no return policy in the store. When I brought this to the attention of the cashier who initially served me, another employee, a young man, rudely pointed out that the policy was mentioned at the bottom of the receipt. It's frustrating to discover the return policy only after the transaction is complete. The cashier mentioned they are supposed to inform customers during checkout, but this was not done in my case. Had I known about the policy, I wouldn't have made the purchase, especially since I intended to do more shopping. The lack of transparency and the unfriendly attitude of the staff regarding the issue only added to the disappointment. Despite driving out of my way for this store, I feel compelled to share my dissatisfaction with the service and lack of policy awareness. I hope this feedback encourages improvements in customer service for future patrons.

Dear Sir/Madam, I recently visited a local store and unfortunately had an issue with the costume size for my daughter. Despite being directed to order online, I ended up paying more than expected. After being informed the costume was sold out in all valley stores, I was surprised to find multiple in my daughter's size at a nearby location. As a result, I am requesting a refund and cancellation of my online order promptly. I am disheartened by this customer service experience, especially after leaving a positive review at the initial store. I am currently attempting to reach you by phone with a 30-minute wait time. Thank you. Order number [redacted]

Hello, I placed an order for a HT Sweet Scarecrow in size LG/XL, item number [redacted]8. The listing mentioned it includes a dress, belt, knee highs, and hat. Unfortunately, only the dress arrived. I was really looking forward to wearing the full costume for Halloween in a couple of days. I've been trying to reach out at 1-[redacted] for days with no luck. I'm from Bakersfield, CA, and even visited a local Spirit store, but they couldn't assist me either. I'm hoping to either get a refund or exchange for the missing items. Thank you.

I recently received my order, but unfortunately, it contained the wrong costume and a packing slip with someone else's details. Specifically, I ordered a Jack Skellington boys' costume for my 10-year-old son, but I received a turtle costume for an infant. The shipping label had my information, but everything inside was incorrect or belonged to another customer due to a $10 price difference. I am unable to return it as it would credit the wrong person. Moreover, I have tried calling three times, waiting for over ten minutes on each call with no answer, and there isn't even an email listed on the website. As a loyal customer, I hope this issue can be resolved promptly as I need to find a costume for my son before our event.

I placed an order for a costume last Wednesday with an expected arrival date of Tuesday, 10/30. However, I received a FedEx notice stating it won’t arrive until 11/2. Despite contacting Spirit Halloween and being given reassurances that the costume would arrive on time, subsequent tracking updates indicate delays. Multiple calls to Spirit Halloween only led to conflicting information and no viable solution. Attempting to have the package held for pick-up did not yield success with USPS, leading to increasing frustration. Promised overnight shipping was not offered when requested. Despite being told by a representative that the costume would arrive by tomorrow, a call to FedEx revealed this was unlikely. The uncertainty of the situation, combined with the discrepancy in arrival times for my other children’s costumes, has left me feeling anxious. I urgently request Spirit Halloween to prioritize FedEx overnight shipping for my child’s costume to ensure timely delivery. Your prompt attention to this matter is greatly appreciated.

I placed an online order for a Slimer and Ghost trap with Spirit using PayPal. Unfortunately, there was an issue with the shipping address. Spirit mentioned FedEx delivers to the post office and the package should still arrive with the incorrect address. However, upon checking the FedEx tracking site, it shows the package has been returned to the shipper. The original shipping address is Jeremy Dickson at [redacted] Zim Road, Forbes, MN [redacted], but it should have been sent to [redacted] Lindahl Road, Hermantown, MN [redacted]. I have not received the package after weeks. Please advise on the status of my order. Thank you.

I made a purchase of over $[redacted] on November 1st at 8:10 am during the storewide sale. Upon realizing that a set of pathway lights were not discounted as expected, I returned to the store with evidence of the advertised "50% off ENTIRE store" signs. Despite providing pictures of the signage, the manager refused to adjust the price, citing that the lights were not included in the deal. I am a frequent customer who receives daily 20% off codes and would not have bought the lights at full price. I am requesting a price adjustment for the lights that cost $34.99, to refund me the $17 price difference. The store number is [redacted], transaction number [redacted], with cashier number [redacted]. I have the receipt, pictures of the item, and the store signs as proof. I am disappointed by this experience as a loyal customer who regularly shops at Spirit.

Hello, my name is Paula Hicks. I worked at your Tustin, CA store last Halloween season, and I received an incorrect W-2 form. I didn't fill out any forms as my general manager handled that over the phone. I requested to see the forms when I was in the store, but was told not to worry. When I tried to provide my ID and social security card, the manager said it wasn't necessary. I'm upset because I wanted to review all the hiring paperwork completed over the phone. I designated myself as "Head of Household" and a "1" for both FEDERAL and STATE. Can you assist me in rectifying this issue promptly, or direct me to the appropriate person who can help? Thank you for your assistance. Paula H.

Hello Spirit Halloween, I noticed you are selling culturally insensitive white-washed imitations of regalia. Your store is meant for Halloween fun, not to be inaccurate or disrespectful. Each year during the Halloween season, I visit your store to express my disappointment in the offensive items you sell. Today, I encountered a worker who claimed to be Cherokee, yet still tolerated the sale of culturally inappropriate costumes. This inconsistency is unacceptable. I urge you to stop promoting such offensive products. Cultural attire should not be treated as a costume. Please address this issue promptly and refrain from selling disrespectful representations of my culture. I await your response via email.

Today was my first visit to a Spirit Halloween store, and I was thrilled as I am a Halloween enthusiast. I was specifically looking for an animatronic called Bubba's Dog House, but unfortunately, they didn't have it in stock. Instead, I ended up purchasing a Ghost Swing for $69.99 and two Baby animatronics priced at $39.99 each. However, upon opening the Ghost Swing box at home, I discovered that it was missing the power supply and a crucial hanging piece. Additionally, there was a noticeable chunk of fake hair at the bottom, making me suspect it had been previously used and returned without inspection. Despite these issues, I must mention that the three young salespeople at the store were helpful and friendly during my visit to the Miami International Mall location (Store [redacted]) on September 11, [redacted], at 7:55 PM.

I had a mixed experience working at Spirit, with some enjoyable moments until my last encounter. Due to my hearing impairment, I struggled to hear instructions over the loud music in the store. This led to a mistake where I used the wrong register, but instead of receiving support, I was treated rudely by the assistant manager when trying to rectify the error in the fitting room. The manager, Nikki Beadle, was also unapproachable and unsupportive, displaying a lack of communication skills and problem-solving abilities. She neglected important tasks like providing change for cash transactions and was unable to assist with product information. Her dismissive attitude, especially during incidents where customers were inconvenienced, was unprofessional and unacceptable. This lack of support and understanding from management left me feeling disrespected and undervalued, ultimately leading to my decision to leave the company.

Today, I bought a child's alien abduction costume that requires 4 AA batteries. However, I am puzzled because there seems to be no obvious place to insert these batteries. The package indicates a battery pack that attaches to the belt, but all I received was the costume itself, and the head part has a section where you can inflate it like a balloon. I am unsure if there is a missing component or if the batteries serve a different purpose. Additionally, it mentions a fan, which was also not included in the package. Thank you.

I purchased an electronic skeleton in September with a tag indicating a damaged box. When I opened the box at home to give it to my grandsons, I found it was missing the power plug and directions. Despite trips back to the store in Dartmouth, MA, the staff was unhelpful and rude, putting the responsibility on me to fix the issue. Thankfully, a former manager stepped in to assist, although the problem remains with finding a power supply that matches. This poor customer service experience has made me reconsider future purchases from Spirit Halloween. I hope for a resolution from management soon. My contact number is [redacted]. Regards, Sheila L.

Hello, my name is Lupe Barnum. I am contacting you regarding my recent purchase of Animatronics from Spirit Halloween. My newest addition, Pennywise, stopped working after just one week. I spoke to Dr. Zombie, who mentioned the part should be available by the 17th. I am hoping for a rush order as Halloween is approaching. Additionally, I have encountered issues with my other dolls. The Twiching Banshee's dress is falling apart, the Swinging Zombie Girl has stopped working, and the Towering Boogieman stopped working shortly after purchase, although I did receive a new part for it. I made a complaint about the Banshee but no action was taken. As a loyal customer who has invested a lot in these dolls, it is disheartening that some of them are not functioning properly. I trust that the necessary steps will be taken. Thank you, Mrs. Barnum.

I recently attempted to make a return at the store on the last day allowed but was unexpectedly informed that a receipt was required. The customer service wait time on the phone exceeded an hour, leading me to request a call back multiple times. Unfortunately, the promised live chat support was unavailable. Despite finally receiving callbacks the day after the return deadline, the representative confirmed that my purchase could have been located using a credit card. Frustratingly, I now have an item I cannot return due to this customer service issue, especially after being a loyal customer spending hundreds this season. While I was advised to email, I am yet to receive a response. I am hopeful for an exception to be made, although previous reviews suggest otherwise. It would be beneficial if the company updated their FAQ section to clarify the in-store return policy without a receipt. (The item, purchased at the beginning of September and unopened, was replaced due to a change in plans.)

I recently purchased a Mal costume at Spirit Halloween in Johnstown, PA, for my daughter. The associate at the fitting room was kind enough to offer a discount due to a flaw she noticed when my daughter tried it on. Sadly, the experience at the register was not as pleasant. The associate there only offered a 10% discount and mentioned I couldn't combine it with a 20% off coupon, which left me feeling unsatisfied with my purchase. I reached out via email but never received a response. I believe a higher discount, maybe 30%, would have been more appropriate considering I paid full price for a flawed costume that I thought was perfect.