SpiritHalloween

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 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

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

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.

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.

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

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!

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

My friend and I love festivals and raves, and went into the store on the 25th and were looking to try on two one size fits all costumes, the employee at the time said they don't have fitting rooms at the store, and that because of this they have extended their return policy at the specific location. So we purchased both of them, we never ended up even opening them, and when I went in on the 31st to return them, the managers said there were no returns. I explained the situation, and she said "no employee ever told you that" multiple people accusing me of lying. When I pointed out the employee who told me this, she denied it, they all treated me like I was stupid for trying to make a return when "the return date is posted on the receipt and out front of the store." I was lied to and deceived, then treated like an idiot for believing it. Horrible experience and I will be deterring anyone who shops here from ever purchasing anything from here again.

I placed an order that was botched by the company. I was told the order would be cancelled and that I should place a new order. Unfortunately, the first order was never cancelled and I received duplicate pending charges that went on and off for weeks because the item wasn't even going to be available for months (and keeps getting pushed back further and further). I asked to have both orders cancelled AGAIN. I was told they were, yet I am STILL receiving pending charges because apparently it was not handled correctly. Now I'm stuck in a pending charge nightmare until the item comes out (in two months!) or someone with a brain who actually knows what they're doing fixes the problem. Terrible first experience. I will not be shopping here ever.

I am very frustrated with this company. My item has been ordered twice now, once by me and once by a customer service representative and each time I got a shipping confirmation email but my item has yet to leave the warehouse. All this company does is create labels with tracking numbers for FedEx but they don't actually attach the label to the package for it to leave the warehouse. My shipping confirmation emails just keep saying label created but my package never begins travel to my home. The Spirit Halloween warehouse is ridiculous and they aren't sending me my stuff. I will attempt to get a refund but I am probably out of my money.