Spirit Halloween

Review: I purchased an item from them on Oct. 21 and was not told it was a final sale nor was it mentioned on my receipt. I went back to the store Oct. 23 with my receipt and item not opened in original packaging and they refused to take the item back and issue me a credit on my credit card.Desired Settlement: I wish to return the item and receive a full credit.

Business

Response:

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]

Review: I purchased a prop from their Charlotte NC store on 9-21-2015 for Halloween. I didn't hook this item up until the day of Halloween. The item never worked out of the box. I contacted the company the day after Halloween to let them know their new prop never worked out of the box. I was told I only had two weeks to bring it back. Being this was for Halloween I never hooked up the prop until that day. I only asked for a working prop. How do they sell new items that don't work then not give you a refund or exchange? The name of the prop was Cerberus and the cost was $179.99.Desired Settlement: I would like a full exchange of the non working item or a full refund. I am only asking for what I paid for.

Business

Response:

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]

Review: I purchased a metallic jumpsuit costume from the Spirit Halloween store. I was not allowed to try on the costume in the store because the dressing rooms were out of order. When I took the costume home to try on, it was a defective product (ripped seams). I purchased after October 18, [redacted] the date after which there are no "returns," but this was not a return - the product I purchased was defective.Desired Settlement: I would like to return the defective merchandise and be refunded.

Business

Response:

We are sorry to hear that you were unable to use the dressing room in order to try on the costume. Please send us a picture of your receipt and the costume showing the damage to [redacted] so that we can further assist you in resolving this issue. Please put Attn: [redacted] in the subject line of the email so that I will be able to review the email personally.

Review: I am (as of today) within my 14-day return window, however I am unable to make my return. I inadvertently purchased 3 of the same costume, and wish to return 2 that are completely unopened. I was told via email that I would be able to do this, yet I am not able to fill out the required return information online.Desired Settlement: Please let me return my purchase, and refund my money.

Business

Response:

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]Supervisor,Guest ServicesSpirit Halloween

Review: I have asked this company numerous times to please remove my email address from their alert system however, I keep receiving emails from them every other day.Desired Settlement: I want them to STOP sending me their crappy email alert on product specials.

Business

Response:

We are sorry to hear that you are still receiving emails from our company after requesting that you be removed from our mailing list. We have reached out to our Marketing Department and have confirmed that your email has been removed. Please let us know if we can be of any further assistance.

Consumer

Response:

[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.]

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,

Review: The Spirit Halloween website advertised "FREE SHIPPING ON ALL ORDERS OVER $25". I purchased $275 worth of merchandise and entered their promotion code ([redacted]). I used [redacted] to pay for the merchandise and received a confirmation from Spirit Halloween. On the bottom of the confirmation page in small print was printed, "The code entered was valid, but will be applied to the order only if the order has met the qualifications for the promotion" I didn't give it any more thought since I had purchased well over $25 in merchandise. When I received the merchandise with the invoice copy, I saw that Spirit Halloween had charged me $20 for shipping. They provided no explanation as to why they didn't honor their free shipping offer. I feel that Spirit Halloween used deceptive advertising. They have extended the promotion on their website so you can see their advertisement.Desired Settlement: I have two concerns. I would like the shipping charges of $20 refunded to me and I believe that it's important that Spirit Halloween remove the misleading "Free Shipping" promotion from their website.

Business

Response:

Customer contacted our office on October 10, 2014 concerning the oversize charge of $20 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, 2014 to his [redacted] account out of good guest services. All discount and coupons offered do exclude oversize shipping cost and are noted in the detailed information.

Consumer

Response:

[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.]

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,

Review: I made a purchase online. I had a promo code "[redacted]" that was to give me a $30.00 discount. I checked out with [redacted]. [redacted] asked me to authorize $166.91. I did. Spirit Halloween then charged me $209.92. And the $30.00 discount for code "[redacted]" vanished. Their rep said instead of giving me a $30 discount, the system took a little off each item to reduce the price by $30.00. He said after getting the [redacted] authorization, they added shipping and tax, which brought the total up to $206.40. The rep suggested if I had a complaint, I should contact [redacted] and have them handle it instead of Spirit Halloween taking care of it because he'd explained why the bill was $209.92 which should be good enough even if that isn't what I authorized. All supervisors were in meetings. When I finally spoke to one, she said the same thing. The $166.91 was a subtotal; I should have been asked to authorize 206.40, sorry about that. The $3.61 extra hold was charged by [redacted]. [redacted] said they didn't charge it. Sup then said my bank must have, then. My bank doesn't do that. Supervisor then said she's explained everything so there was nothing for her to do and hung up on me.Desired Settlement: Just give me back my money and I'll go buy the items from one of their competitors.

Business

Response:

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

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I had already emailed you and advised you of this refund.

Regards,

Review: I have purchased a halloween item from the Orland Park, Illinois location and upon setting it up at home, it failed to work. I contacted the customer service email and they had asked me for a copy of the receipt and a video of the prop not working. I sent both in a reply and have yet to hear from them. I had asked NUMEROUS times if the prop worked and they always said yes. When asked if I could see it, the employee plugged it in and it made sounds, however, this prop is to jump up and she failed to proceed to totally remove from the box. I advised that I am NOT asking for my money back, as I would simply like a product that works.Desired Settlement: I simply would like a prop that works as it is supposed to.

Business

Response:

I am sorry to hear that you did not receive the email response that was sent to you on 11/2/13. Unfortunately we were unable to get a replacement pop up zombie to send you as requested. Since the product could not be replaced a request was submitted for a corporate office refund. The refund will be in the amount of $56.53 and is being issued back to the credit card used to make the purchase. It usually takes about 7-14 working days for the request to be processed.

Consumer

Response:

[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.]

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,

Review: I purchased a spooky voice sound effects machine a week prior to Halloween. Once home, I put batteries in it and tried using it. It didn't work. It's not that it didn't work well, it did not work at all. Since their stores have a "no return policy" I decided to email customer service to try and get the issue resolved, as they can't sell products that simply don't work and then not take any type of responsibility for it. I received a reply from customer service the next morning wanting more information on the purchase and a copy of my receipt, which I sent them that day. When I followed up with an employee who claimed to be helping me with this issue (name is [redacted]) she said it would be resolved within a few days. It has been over 3 weeks and after countless emails and attempts to finding a resolution, nothing has been resolved. Halloween has come and gone and I am left with a "spooky sound machine" that is of no good to me or anyone for that matter. Extremely disappointed that consumers have absolutely no rights when it comes to dealing with these huge corporations. This has been very disheartening.Desired Settlement: I want to be refunded for the product that didn't work and did not do what it was labeled to do. That is false advertising!

Business

Response:

I am sorry to hear that you have yet to receive a response concerning the Spooky Sound box you purchased. I would like to issue you a corporate office refund for the product. In order to process this request I will need you to email me a picture of your receipt and your address. My email address is [redacted].

Consumer

Response:

[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.]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]

Review: The following is a list of problems that I have had with the company. Despite multiple emails and phone calls I have sent I have not gotten a phone response. The email option I chose states that I will receive a call back if that is what I choose. The customer service line does not give the option to speak with a representative. However, you can call and select the option to leave a message to receive a callback. The specific complaints are in the statement below that is the exact complaint I emailed the company.

"Would like a phone call back as that is what I have requested in multiple emails and phone calls. My order emails and receipt of order in the first package I received have different order amounts, the items I ordered have different item numbers in different places, the tracking number has never been valid and the email address where I am receiving the order verification emails is not valid on the website".

Since the amounts keep changing so does the amount taken out of my checking account. Also, because the order was placed online I cannot return the items to the store. If I would decide to return the items via mail, the company states that the amount for the return shipping would be deducted from my credit. It is unacceptable that a company makes returns so difficult as to cause consumers to not want to follow through with the process of returns.Desired Settlement: For all of the misrepresented problems, the change of the product number in different emails, the lack of a response and all other frustrations that have followed a full refund should be given before I would ever consider buying from the company again.

Business

Response:

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.

Review: Ordered costume online on Thursday, Oct 24, 2013 and paid $32 extra for [redacted] overnight service. The package arrived Monday Oct 28 and was no longer needed since the party had already occurred. Spirit Halloween says they do not guarantee delivery and do not take costume returns after Oct 25 when I did not even have the costume in my possession. Their policies are unethical and in my opinion, they have stolen the money from me since I have to keep something I clearly do not want.Desired Settlement: I want to return the costume (unopened box) and get the cost of the costume and the overnight shipping refunded to my credit card.

Business

Response:

Customer can return item that was received after our return guideline using the return and exchange center on our SPIRIT webiste. The package can also be marked refused and taken back to [redacted] to return. Once the item is received, a refund will be issued. This can take up tp 4 weeks because of the time of season.

Consumer

Response:

[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.]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]

Review: I contacted them on October 5th for a defective device. I received a quick response on October 6th, stating that a replacement device has been sent with a new order number, and that I did not have to send the defective device back. The replacement arrived on October 14th. I replied to them via the thread started on October 5th to let them know that the hood was working, but that the remote control was missing. I did not notice at that time the issue with the head because I was so happy that the hood of the stroller worked like advertised. Same day, after trying the device a few times, I realized that the head is suppose to turn as mentioned on the product description, but mine does not turn at all. I replied via the same thread. On the morning of October 15th, I started a new thread because I doubted that my reply was received concerning the issue with the baby`s head: First, I could not see it in my Sent folder, and they responded in a quick timely manner the first time. I started 3 different threads on that day, adding more info or videos so they can get a better picture of the issues. As of today, October 19th, I did not get any response from those 3 new threads made on October 15th. October 16th, I got a response from my original thread, when I stated the remote control was missing, before I even mention the issue with the head not turning. So, I replied by mentioning the issues with the head, that I started other threads that had not been answered. I added links to 3 videos I uploaded to show the issues I experience. The links were all included in the new threads I started on October 15th. I got a response today, October 19th, stating that I should send a video of 6 seconds or less in order to better assist me with a resolution. I replied that I did not understand why a video of 6 seconds, especially with the fact that I included links to longer videos clearly showing the issues. Nonetheless, I complied. I want a device that works completely as advertised.Desired Settlement: The only thing I want is a replacement device that entirely and completely works as advertised on the product description, with no item missing, and with the parts carefully twist tied so nothing get damaged.

Business

Response:

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.

Review: Have placed an order for an Halloween outfit for my grandson on 10/11/15. Did an online order [redacted] said order sent to USPS for pickup. Item never picked up and never delivered. Called twice for order status bot time customer service said they would look into the issue an call me back. On 10/19/15 customer service said they would place a new order [redacted] for deliver. Order sent to FedExpress with delivery on 10/20/15 by 8PM. Per FedEx tracking order send to FedEx but never picked up.

As of this time I am calling Spirit Halloween back looking to get the costume delivered.Desired Settlement: Would like the costume ordered and delivered to my house.

Business

Response:

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.

Review: The advertised guaranteed delivery of costumes for Halloween, but the costume won't be delivered until after Halloween. They lured people in with the advertisement, then failed to deliver. They don't make it easy to find a telephone number and when you find it, they ask you to email them. I finally got through to someone and they blamed [redacted] and said there was nothing they could do. They said [redacted] switched the shipment method. I've never had an issue with [redacted] - ever. I asked to speak to a manager and was give a voicemail. No call back. Truly bait & switch tactics and deceptive advertising at it's worst.Desired Settlement: Getting a full, with shipping included, refund it the least of what I want. I have a child without a costume 24 hours before Halloween and it's their fault!

Business

Response:

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,

SPIRIT Halloween and Spencer Gifts

Review: I ordered a Halloween costume on Tuesday 10/27 online with two day shipping. I called Friday 11/30 to advise customer service I still had not received the item. I was told I would recive it on Saturday by 12pm and that it is false advertisement since I did not receive in 2 days and as a result I was refunded the shipping charge. I did not receive the item on Saturday so I called back and they told me it is still on the way. I asked that they refund me and I was told they cannot do that. I had to run out at 5pm to go find another costume which was a HUGE inconvenience and also made me show up to a party two hours late!! I am so disappointed in Spirit Halloween I will NEVER order from here again!!Desired Settlement: I would like a refund for my order and in addition a refund fo rthe cosutme I had to go and purchase from your store on Saturday that costed me another $70!!

Business

Response:

We are sorry to hear that the guest did not receive their order when anticipated. There 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 shipping. According to the tracking the package was delivered to the guest today, tracking number [redacted] 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 charge. Once 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 refunded. We will not be able to issue a refund for the purchase made in store but we would be happy to honor a $25 rebate on the purchase. We 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.

Consumer

Response:

[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.]

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,

Review: I placed an order on Cyber Monday (12/1/14) and was told that it would be delivered by 12/8/14. As of today (12/12/14) my order has not even left the warehouse. I made contact with the company several times and have gotten no answers as to when it will be shipped. When I called today, I confirmed that the item is in fact in stock, they simply haven't processed the order yet. I asked to speak with a supervisor and was told that a supervisor wouldn't be able to help me either. The customer service rep told me that the warehouse is "taking their time" with sending out orders and they will do it on their own time. This is completely unacceptable when the comapny is quoting delivery dates to customers, especially around the holidays. I need my item delivered as soon as possible as this is a gift.Desired Settlement: I would like the order shipped immediately, and my shipping upgraded from economy to overnight at no cost to me.

Business

Response:

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.

Consumer

Response:

Review: [redacted]

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 promised. Once that has been done, I will be satisfied.

Regards,

Business

Response:

We apologize for the delay in the refund of the shipping. The shipping cost has been refunded back to the guest and it will take about 48-72 business hours to appear on the account.

Consumer

Response:

[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.]

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,

Review: I was authorized a refund for the purchase of an item & successful return of the item. I printed the return label & shipped the package back within the appropriate amount of time. I recorded an email confirming my refund was authorized by the company & would show up on my account in 2-3 business days. ( I saved the email stating that) I called this company on 3 separate occasions regarding the status of my refund; with no successful resolvement of my claim or issue.Desired Settlement: I want the full refund purchase price returned to my account or further action will be taken. The refund price is not significant but it is a matter of good business practices at this point & successful follow through.

Business

Response:

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.

Review: I was employed by Spirit Halloween in October of 2013 and I fully enjoyed working for them until I went to purchase an item on 11/03/2013 at the [redacted] store in [redacted] I purchased several item which included a animated character called the [redacted], it was the last one and I asked the salesman if it was new or the display model and he said it was new in box and he said they had just found it in the back. So I purchased it and it was $50.00 using my 25% employee discount and the 50% off store got home with the product it was about 5:45 and I immediately opened the box and that is when I noticed that it was dusty and that some of the wires were disconnected and so I phoned the store and spoke to the man who sold it to me and he told me that they were about to close and that if I came first thing in the morning when they opened I could get a refund. I was at the store before they even opened and at 10:00 a.m. when they opened I was told that they could not return it because they had taken the cash registers and I **plained what had happened and his attitude was oh well. So I asked if all stores were finally closed and he said he did not know. So I telephoned April who was the store manager at the [redacted] store where I worked and she said she would try to help and said she would talk to the regional manager, well nothing has happened and I have contacted customer service twice and sent letters to corporate twice and I would like a working [redacted] but have been told that it is a discontinued product. So I would like a full refund of $53.95. The transaction took place on 11/03/2013 at the [redacted] store in [redacted] Arizona it was transaction number [redacted] my employee number was [redacted] the cashiers number was [redacted] the item upc code is [redacted]Desired Settlement: If I can't get a replacement I would like a full refund.

Business

Response:

We are sorry to hear that a previous associate for SPIRIT Halloween could not resolve the issue of defective merchandise that was purchased on 11/3/13. Our records do not

reflect any correspondence sent by our associate [redacted] and no calls recorded as received. Our SPIRIT Halloween stores are seasonal opened from mid August to the

first of November.

As a store associate of the SPIRIT Halloween stores, all associates are advised of the return policy when purchasing merchandise. The return date for this past season was

October 18, 2013. All sales after that date were considered final sales. The [redacted] has been discontinued and is no longer available so replacing the item

is not an option.

We are willing to help our prior associate with a refund by sending a return label to him for the defective item. This will be sent to [redacted]’s home address with the [redacted]

label to be put on the merchandise and sent to the Corporate Office location. A refund will be processed when the item is received. A receipt of the purchase has been

obtained showing the guest purchased the item originally priced $199.99 minus 50% off sale plus his associate discount of 25% for the amount of $74.99 plus tax. This

will be refunded to [redacted]s as soon as we receive the item.

[redacted] can also contact us thru email at [redacted] for any other concerns.

After buying a mask from Spirit Halloween in the [redacted] I tried to return the mask 10 minutes later. The mask was not worn and there was no damage to the mask. The store manager proceeded to tell me that it would be impossible for him to return this item. That he couldn't physically do it. I don't believe that a store is not able to return items and if so, that store should not be selling items. I also don't appreciate being lied to as a customer. I have shopped at Spirit for Halloween apparel every year and will never again return to this store.

Review: I was on the site and clicked a coupon for $4 shipping for spirit halloween shopped and went to check out. I clicked the continue button for [redacted] wasnt asked for an address and was thinking what's going on. I noticed an email had popped up with the address from [redacted] and an invoice for $40.45 I looked at the shipping it was $15.99! WHAT!!! there is not a way in hell id ever pay that much for shipping on top of the fact also I have never over drawn from my bank and now due to these ppl I have.. I started emailing them calling [redacted] and my bank I got nothing!!! you dont wait to tell someone how much they spent you tell them make sure than you continue with the payment, this did NOT happen!!!! [redacted] is also another party in witch ill be filling a complaint on how this went threw has to be against the law, is it???? [redacted] was not suppose to let it go threw now it has im over drawn, cant do any thing but get robbed by spirit halloween and [redacted] for not letting me know how much it was before it went threw and now im screwed and owe way more to the bank!!! this is totally unprofessional from both!!! I would like it looked at please?????Desired Settlement: Yes I could have asked for less but since I have had to go threw all this crap due to unprofessional business and an over draw I should get something!! this is NOT FUNNY, NOT COOL, NOT A WAY TO DO BUSINESS!!!!! this is robbery!!!!!

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:i reported [redacted] also!!! NO the business cant just say it went to [redacted] nope try again!!! I got the total in an email NOT FROM [redacted] 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!!!! [redacted] is bad news and so is spirit halloween!!! no this is not acceptable way to conduct a bussiness in no way shape or form.. dont blame other's it's your fault for not letting me look at my order before you over drew my account!!!!

Regards,

Business

Response:

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]

Consumer

Response:

Review: 10314553

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

Regards,

Kristin Spurlock

Business

Response:

This is the first time that the guest has mentioned that the order was never received. According to the [redacted] tracking infomration, tracking number [redacted] the order was delivered to the address provided below on 11/20/14. We have provided a screen shot of the [redacted] tracking page showing this information. Since 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 package. Since the trace cannot be completed a claim has been filed with [redacted] so that they can start an investigation into the missing order. The claim number for the investigation is [redacted] It usually takes [redacted] 7-14 business days, Monday-Friday excluding holidays, to complete an investigation. Once the investigation is completed we will be able to determine the best course of action to assist the guest. KRISTIN S[redacted]