Spirit Halloween

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.

Our retail locations are only open for the season so we had a return policy that was posted at the store as well as on the receipts letting guest know that the had until 10/16/15 to make any returns. After the 16th guest were allowed to exchange the product only. If the guest is still looking for a...

refund they need to ship the product and the original receipt back to the corporate office at their cost. As long as we determine that the product is unworn and in resalable condition a refund will be issued for the product; the shipping cost is nonrefundable. The address the guest needs to return the costume to is provided below. Spirit HalloweenAttn: Guest Services[redacted]

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.

We are sorry to hear that the guest did not receive their costume when anticipated. Upon further investigation we discovered that the original order, [redacted] was lost in transit by the US Postal Service. Once this was confirmed a new order was processed for the guest with overnight shipping,...

order [redacted]. When reviewing the order we see that the package was picked up by FedEx on 10/19/15 and delivered to the guest on 10/21/15. The tracking number for the package is [redacted]. We would like to confirm if the guest has received the delivery as stated so that we can better assist in resolving this issue.

[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 that the guest did not see where the total of the order was displayed during the checkout process. We have provided documentation showing what the guest sees when they select the option to check out through [redacted]. The guest also has the option to review their order when they view thier cart before selecting a payment method and they are given the chance to see all shipping methods and cost for the purchase, as well as provide their zip code for an estimated delivery date. If guest would like a refund for the order the items can be returned to the address provided below. Once the return is received back at the warehouse a refund will be issued back to the guest's [redacted] account. Spirithalloween.comAttn: Returns Department[redacted]
[redacted]

November 6, 2014    12:46 pm Customer can return her item - a return label was generated this morning - I personally emailed her the label.    It will take 3 - 4 weeks to process the refund as this is our busiest time of year for returns.Sincerely yours,[redacted]...

[redacted]Supervisor,Guest ServicesSpirit Halloween

We are sorry to hear about the trouble the guest had when trying to reach out to our company. When contacting us by email the normal response is usually 12-24 business hours, but during October we are at the height of our season and it can usually take 24-48 business hours to respond to a guest....

This information is provided on our website when the guest fills out the email request, as well as a phone number for contact. We have searched our files and found the email correspondence from the guest on 10/16/14 regarding the multiple charges to her account and her discount not being replied. We were also able to locate the response from our company sent on 10/16/14 explaining to the guest why she was seeing multiple charges on her account and confirming that a free shipping promotion was applied to the order. A copy of the email conversation has been attached to this response. We also see that the guest reached out to us on 10/17/14 and spoke with a representative who assisted with the confusion with the SKUs and issued a $5 refund for the inconvenience.Our company does have a 14 day return policy from the date of receipt. During the season the guests were offered the oppurtunity to return products to their local store up u ntil 10/17/14 as long as it was not an online only animatronic or a Theatrical Quality, Prestige, or Mascot costume. After 10/17/14 all online purchases needed to be mailed back to our warehouse for a refund if a return was needed. The return shipping cost is the responsibilty of the guest unless there is an issue with the product, at which point we encourage the guest to reach out to us before returning the product. All this information is provided through our Guest Services page on our website. Due to the frustration the guest faced when trying to contact our company for assistance we would like to offer her an additional 20% off her order. We hope to hear from the guest soon so that we can better assist in getting this issue resolved.

We are sorry to hear about the trouble you are having with the possessed baby. Judging by the fact that you have already received two of the props damaged we feel that it is best to issue you a full refund for the original purchase. Please do not worry about returning the damaged items back to our...

warehouse. The refund will be issued back to your PayPal account and will take about 5-7 business days to appear in your transaction history. Please let us know if there is anything further we can do to assist you.

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.

We are so sorry about the problem that occurred when you placed an order with us with [redacted].    A refund was issued as indicated by [redacted] of $67.72.Please accept our sincere apologies for the inconvenience.Here is a copy of your refund transaction thru...

[redacted].[redacted] CREDIT XXXXXXXXX[redacted] $67.72 Approved n/a 9/14/2014 11:45 PM

We are sorry to hear that the Cerberus prop did not work as the guest anticipated. If the guest can please send us a video of the prop not working and a copy of their receipt we would be able to better assist in resolving this issue. The guest can send the requested information to...

[redacted]

We would like to start by apologizing that the situation surrounding the shipment of this order was not properly explained. The warehouse we ship through is not exclusively ours and caters to other companies as well. On the weekend of Black Friday and Cyper Monday there was an processing error at...

the warehouse that not only affected our company, but the other companies too. Unfortunately this error has caused a processing delay that has put our shipping 5-7 days behind. The warehouse is working as quickly as possible to process and ship all orders affected by this delay. We are automatically upgrading the shipping on all orders to ensure that the guests receive their packages in time for Christmas.Upon reviewing the guest's order I do see that several request were made to the warehouse to upgrade the shipping at no extra cost to the guest, as well as to ship out as soon as possible. Even though the warehouse was unable to ship out the order immediately due to the wide spread issue, they were able to upgrade the shipping as requested. The order was actually packed and shipped today with the overnight shipping as originally requested when guest first called on 12/9/14. The tracking number is [redacted] and will take about 12-24 hours to update. It is also notated in the order that all shipping fees will be refunded at the time the order is shipped. We apologize for any inconvenience this may have caused and can appreciate the guest's frustration as this delay has been frustrating for us as well.

Complaint: [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]

We are sorry to hear that the guest has yet to see the refund for their return appear on their account. According to our records there were two refunds issued to a [redacted] ending in [redacted]. The first refund was issued on 10/10/14 in the amount of $53.56 and the scond was issued on 10/16/14 in the amount...

of $0.99. We had our Finance Department double check the refunds to make sure that they were processed properly and have confirmation that the refunds were issued without a rejection from the financial institution. We ask that the guest reach out to the bank directly for assistance in locating the refunds to her account. SHould the guest need further assistance she can call our Finance Department directly with the bank or credit card company on the phone and the Finance Deaprtment will assist the bank/credit card company in locating the charge. The phone number the guest would need to call is ###-###-#### and select option '0' to request the operator to direct their call to Finance. We hope that this has assisted in resolving the issue.

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.

We have refunded the guest for the cost of the costume and her shipping and taxes.  The refund will reflect in her account in 48 - 72 business hours.   Their was a communication problem between [redacted] and our system when choosing the shipment type.  The order was placed on 10/27...

and shipped on 10/28 however it did go economy.   It is at the Post office but unfortunately, we could not get them to deliver it before Saturday.   The guest does not have to return the costume - she can keep it or donate it.       Our phone number is provided on our website and we are available 9 am to 6 pm EST.
We have a Supervisor team available to speak to guest - unfortuantely this time of year during the peak Halloween Season if we are on the phone with another guest - it will go to voicemail.   Please accept our apologies that the order was not shipped as the guest expected.     All our representatives are trained to help the guest with any issue and are sorry that we failed to provide that to her on the phone.    
Sincerely yours,
[redacted]
[redacted]
[redacted]
SPIRIT Halloween and Spencer Gifts

[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]

This has been resolved with the guest by issuing them a full refund and a gift card.

We are sorry to hear that the guest had trouble reaching out to us concenring the order that was placed. If the guest was trying to reach out to us through [redacted] our office hours are Monday through Friday from 9 AM-5:30 PM EST. Should the guest decide to reach out to us by email it usually...

takes about 12-24 business hours for us to respond. At this time we are currenlty not offering any shipping promotions, but our Economy shipping does start at $4.99 and will go up as product is added to the cart. We reviewed the order and see that at the time the order was submitted the Standard shipping method was selected which is why the amount was $15.99.We are sorry the guest feels that they were not offered the opportunity to review their order, but once the [redacted] method is selected as payment method the guest is redirected to the [redacted] log in page to complete their order. Once redirected to the [redacted] page, [redacted] does provide the guest with the total amount of the order including the items being purchased and their individual cost, the subtotal of the purchase, sales tax, and the shipping cost. This information is either displayed in the upper right hand corner of their checkout page or on the left hand side of the checkout page. [redacted] also ask the guest to confirm their shipping information as well payment and contact information once they have logged into their account.  Due to the inconvenience we have issued a refund for the $15.99 shipping cost and it will take about 48-72 business hours for the credit to appear on the guest's account.