Spirit Halloween

This is the first time that the guest has mentioned that the order was never receivedAccording to the *** tracking infomration, tracking number *** the order was delivered to the address provided below on 11/20/We have provided a screen shot of the *** tracking page showing this informationSince the guest has waited until we asked that the order be returned for a refund to notify us the package was never received, a trace can no longer be filed to locate the packageSince the trace cannot be completed a claim has been filed with *** so that they can start an investigation into the missing orderThe claim number for the investigation is *** It usually takes *** 7-business days, Monday-Friday excluding holidays, to complete an investigationOnce the investigation is completed we will be able to determine the best course of action to assist the guestKRISTIN S*** * *** **
*** *** ***

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/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 ***. Our website also does offer where you can send an email with responses using taking to 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 *** *** *** - 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 *** 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

We are sorry to hear that the guest did not receive their order when anticipatedThere was a error between our warehouse and the US Postal Service where the second day packages made it onto the incorrect truck which caused a delay in the shippingAccording to the tracking the package was delivered
to the guest today, tracking number *** As long as the guest does not open the package they can take it right back to the post office as refused and it will be sent back to us at no extra chargeOnce we see that the package has been refused we will issue the remainder of the refund for the order as the shipping cost has already been refundedWe will not be able to issue a refund for the purchase made in store but we would be happy to honor a $rebate on the purchaseWe will email the guest the rebate form so that they can send it in with their receipt Please let us know if the guest has any additional questions

Complaint:
I am rejecting this response because:who did you use for ur mail carrier? as I still have no got the packagesmaybe if you knew what you were doing you would know where the item's ordered are let alone the scam you and *** *** havei no longer have *** *** due to this lack of knowing how to not run businesses between two companiesso why doesnt spirit halloween find my package and have a meeting on how to rob people with *** and just give me a refund!!!!!
Regards,
Kristin Spurlock

We apologize for the confusion concerning your billingSpirit Halloween does not charge a guest for an order until the products have been processed and shippedAt 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 transactionThis hold is usually released by the bank/credit card company about 48-business hoursThe 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 shippedWe also have this information provided on our website under Payment Options on our Help page: *** If you need further clarification concerning your billing information please let us know

Complaint: ***
I am rejecting this response because:i did finally receive the package and I appreciate that, but my shipping fees have yet to be refunded as promisedOnce that has been done, I will be satisfied.
Regards,
*** ***

Customer contacted our office on October 10, concerning the oversize charge of $for the oversize item on his order. The charge was explained to the guest notting that the coupon did exclude oversize shipping charges. A credit was issued for the guest on
October 10, to his *** account out of good guest services. All discount and coupons offered do exclude oversize shipping cost and are noted in the detailed information

Complaint: ***
I am rejecting this response because: It does not address the aggressive and ridiculous accusations made and threatening texts sent to my personal phone which included eluding to knowing my personal home addressI am told to call them again yet I have still never been contacted by the vendorI have left several messages and have never been contactedYet I am requested to call yet again the same department that supposedly upgraded the issue to another departmentThis is absolutely and unacceptable resolutionThis kind of aggressive behavior is unbelievable and not even mentioned int he response
Regards,
*** ***

Complaint: ***
I am rejecting this response because:i reported *** also!!! NO the business cant just say it went to *** nope try again!!! I got the total in an email NOT FROM *** OR SPIRIT HALLOWEEN!!! if said business can NOT follow the law and blame it on tom dick and hairy and they think I care, I do not!!!! *** is bad news and so is spirit halloween!!! no this is not acceptable way to conduct a bussiness in no way shape or formdont blame other's it's your fault for not letting me look at my order before you over drew my account!!!!
Regards,
*** ***

We are not asking the guest to call and file the complaint again as that issue has already been addressed and forwarded on to Store Operations We are asking that the guest call so we can resolve the issue of replacing his propUnfortunately, as originally stated, the item is not only discontinued by our company but by the vendor as well so we cannot send him the Convulsing Nurse he thought he purchasedThe item was never sold for $200, the original cost was only $The guest admitted buying it during our clearance sale which means he only paid $for the product which is why he is being offered a $credit towards a new purchase onlineThis is the best we can offer to the guest to resolve this issue

Hello, At no point in the this transaction with *** ** have we represented that the DVD player installed in his vehicle would be to exact factory specificationHowever, as soon as *** ** had expressed his dissatisfaction with the type of unit installed, we have been working
with him to come up with a resolution*** **'s representation of our refusal to take action is inaccurate.As of yesterday 8/**/we believe *** ** has accepted the solution of installing an additional 10" monitor in his vehicle at no charge to him

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Good afternoon,Thank you for taking the time to reach out to Revdex.com with your concern in regards to your recent online purchase. We're sorry to hear there was some misinformation with the exchange policy. We provide our full return policy online via our FAQ section under returns/exchange section, we...

apologize if this information wasn't made aware to you. We will also be reviewing call records using the telephone number on your order to determine what additional training measures are needed to ensure only the best more accurate information is provide to avoid situations such as this. As a result of the feedback and overall service you've received we have as a one time courtesy refunded the costume and shipping. Generally all shipping charges are nonrefundable and unwanted merchandise must be shipped back as listed on your order invoice however due to the experience we are willing to forgo the normal business protocols and issue a full refund back to your payment method.Please allow 3-5 business days for your refund to apply back to your payment method, you should receive email confirmation of the credit within the next 24 hours.We apologize again for any inconvenience you've experienced, if you have any additional questions or concerns please do not hesitate to reach back outHave a great day

Complaint: [redacted]
I am rejecting this response because:Being refunded the original purchase price and never contacted about the conduct of the store is unacceptable. If there were any steps made forward in resolving the treatment I received then I could move forward on the refund. Store operations has now had MONTHS to get in touch with me and discuss the hostile and threatening treatment I received. This has not happened. As I stated before and will continue to state until there is an attempt to resolve all aspects of this complaint it will continue to go unresolved. My point on price was that to actually get the item I attempted to buy it would cost me a great deal more than the refund. My point being if I was sold a miss labeled box then the store sold that very same item to another person after having sold one to me. Mistakes happen and that is understandable. The manner in which I was treated is far from understandable and is yet to be addressed. Telling someone you forwarded a complaint to another department then that department never contacting you is not a resolution. That is shuffling the responsibility as to not feel liable for any of this. None of that is acceptable to me. Take responsibility for how I was treated and actually speak to me about it. That is the only avenue to resolving this. Once something has been done about the behavior I can move forward on the refund of original purchase price. If no one is willing to actually do the right thing and address the meat of this issue then it goes unresolved.
Regards,
[redacted]

I was able to speak with [redacted] today after many attempts to reach him by phone. We were able to talk over the events that transpired to determine when this misunderstanding occurred. Paul Conte Cadillac is willing to honor the customers request as a one time "good will"...

gesture and reimburse [redacted] the $550 that he has asking for. Paul Conte Cadillac admits no fault or wrong doing in this matter. Thank you

We reviewed the refund request for the guest and her check was processed and mailed out on 11/20/14. The address the check was sent to was [redacted] If the guest claims they never received the check we will need to reach out to our Finance Department to see if if the check was returned. We will follow up with the guest once we receive a response from our Finance Department regarding the refund.

I  received a message in a complaint I filed which I was not able to reply to.  The complaint is [redacted]. The outcome was that the Revdex.com was not able to contact the specific store I had an issue with due to it having closed or gone out of business. This is not the case, the brick and...

mortar store closes for the culmination of the Halloween season, but the company is still active.  I included this information in the original complaint. This was also part of the excuses the company makes to provide poor customer service. I am not sure why a trained investigator of businesses would not google search the company before closing out a complaint. The Revdex.com took too long to reach out to them which is why no response was received. Here is the web address of the company: https://www.spirithalloween.com/. Please re-open and continue to investigate this company. They are fraudulent and should not be in business. If the Revdex.com will not pursue this further, who would I be able to report the Revdex.com to for not completing a thorough investigation into this matter? Thank you.

Paul Conte Cadillac did not refuse to effectuate [redacted]'s refund. [redacted]'s warranty refund was processed. His refund check was issued and sent to him via [redacted] first class mail on 11/**/2016. Thank you

[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 complain ID [redacted], and find that this resolution is satisfactory to me. The only problem is that since this original transaction was made,  there was a fraudulent purchase made on it and the card was shut down. I'd be will to provide new card information via telephone or have a check mailed to me. Please advise.
Regards,
[redacted]

We are sorry to hear that the guest did not receive the product that he thought he had purchased. We were in communication with the guest when he reached out to our Guest Services Department for further assistance. Unfortunately the Convulsing Nurse prop has not only been discontinued by our...

company, however it has also been discontinued by the vendor as well. This was expressed to the guest and an offer was made to send him a new prop for equal value, $75, or he could use the $75 as credit towards a more expensive item. The reason $75 was offered was because the item was purchased in 2015 during the 50% off sale and the original cost of the item was $149.99. Since the guest no longer has the receipt this was the best we could offer and would still be happy to honor.We ask that the guest please reach out to our Guest Services Department at [redacted] so that we can continue to assist in getting this issue resolved.