SpiritHalloween

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!

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'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.

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 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'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

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

At first I was excited that a Spirit Halloween store opened near me-until I went into the store. They had the music playing so loud I felt like leaving. I said that I found the music too loud, and I was told that it was the store policy to have it that loud, but they would turn it down for me this time. Which I appreciated. But they said that if the owners walked in, they would get in trouble and be told to turn the music up again! I mean, they were playing it so loud that the only way to talk was to shout at the employees and the employees had to shout at me to be heard. Is that what the owners want? Do I really have to shout at the employees to be heard? What if I was looking for a specific costume? How can you carry on a conversation with an employee when they are playing the overhead music throughout the store so loud that we can't hear each other? And their special robotics, what is the point of having a haunted tree talk to you if you can't hear it? That's how loud the music was, I couldn't hear their talking zombies...

I left my name and number with them to give to the management so I could talk to them about this, but no one ever called me back. I was assured by the employees that they would give my name and number to the management once they came in and they would call me for sure, but I never heard from them... which makes me feel that they don't care about my business and I'm not welcome in their store. I'm certainly not going to go to them for my Halloween needs if this is how they treat customers. They have a lot to learn about good customer service. They are not being all inclusive and fitting in all types of customers. By saying that it is their store policy to play the music throughout the store so extremely loud they are only catering to the younger crowd who likes loud music and doesn't want to talk to employees. And by the management not calling me back, discourages me even further from ever going to that store, and sends the message that I am not wanted as a customer.
I'd give it zero stars if I could!

My husband and I wanted matching halloween costume. I purchased his Batman costume 10/02/21 at a local store, same day I ordered my cat-woman costume online, it is now 10/27/21 & hasn't arrived. I've been communicating with them since October 10th, every time I speak to a representative they say it should arrive in 2 days. I called a total of 10 times, each time I called it was a 30-50 min wait on the phone before I could speak to a representative. They even said a supervisor would look into this. One week later and I still haven't heard back from a supervisor... After 10 calls, hours and hours of WASTED TIME they now believe that I won't receive package. So they "SAID" they will refund me my money in 5 business days... we'll see if they're even honest about that. Since it's October 27th today, they won't give us our money back for my husband's costume. Now we're stuck with a costume that will just sit in the closet & collect dust. He said he's not going to wear it if I don't have a costume. Spirit Halloween won't give us our money back for the Batman costume, only store credit. The thing is, it's 4 days before Halloween and we just can't find anything that we like at the store, the stores pretty empty. I sure hoped they would have been honest after my 5th call and say, hey... your package won't arrive. Clearly they could see that my package was stuck in the same location for 2 weeks. We could have had the opportunity to return my husband's costume & get our money back. We will NEVER shop at Spirit Halloween again. Amazon from here on! Never an issue with shipping, exchange or full refund with Amazon Prime! Below I submitted pictures and you'll see that my package was stuck in Hayward for 2 weeks. Hope this is helpful for anyone who plans to shop here. SAVE YOURSELF A HEADACHE, DO NOT SHOP AT SPIRIT HALLOWEEN!

I purchased a BROKEN cop costume from spirit a week before halloween, the day before they stopped excepting refunds, for a party that weekend. I got home and realized it was broke and had to improvise my costume for the night because spirit was closed. (also this is during the pandemic so i could not try on my costume at the store, if that was a possibility i probably would've realized before i left) the next day i went to return it because it was broken and i had no use for it. They told me i could only exchange it and we went back and forth and i finally just gave up and said i would wear it next year. They couldn't find my size so they said they would just give me the refund (after, might i add, 3 different RUDE service people told me there was no way for a refund even though it was broken and let me make this clear, I DID NOT BREAK IT LOL) anyways they gave me this refund of $55 or whatever on October 24, well it is now December 17 and i am sitting on hold for the 3rd time, listening to $#*!ty violin music because i have still not received my refund. I am so angry and i will never be purchasing anything from spirit again unless it's like fake blood lol jk the fake blood peeled off and stained my skin