Spirit Halloween

Review: I ordered a costume that was suppose to be delivered Oct 4, 2013. The package tracking indicated that it was delivered, but it was not. When I contacted Spirit Halloween Customer Service on Monday Oct 7, 2013 I was told that they were going to contact the package delivery service and report that the package was not received. I was told they would call me back. Nothing happened. I received no call or follow-up. I called on Thursday Oct 10, 2013 and was told that it was my problem to deal with and I would need to call the package delivery service. I asked several times if this was indeed the case as that was not how other companies handle lost packages shipped from their businesses. I then called the package delivery service and was told that I could not make a claim, that only Spirit Halloween could make the complaint because they were the shipper and it was their account. I even checked on line to confirm that is the actual procedure outlined by the package delivery service (i.e., [redacted]. I contacted Spirit Halloween and they said they would follow up. I asked them how I would know they would follow up since this is the third time calling and for whatever reason my call on Monday, which was suppose to have them file a complaint with the delivery service resulted in nothing, and they said they would call me back with information. I asked them how much time this would take to resolve. They indicated they could not provide me with a specific time because they need to have the order tracked. When I pointed out that is exactly how I knew the package was not delivered (it was tracked!), there was a vague response that this is the process (which is ironic, given that one hour before the process was for me to file the claim). I was told they would call in 15 minutes. No call. I called back asking to speak to a manager about this issue. I was told none were available and I could not speak to one, that they would take my number and call me back.Desired Settlement: I really just want the costume or a refund. If they need a signed, sworn affidavit that I did not receive the package, I'm more than willing to do so. I've offered this to them several times.

Business

Response:

Customer's package was tracked and claim filed. Refund was issed on 10/11/13 in full in the amount of $38.52. A trace usually takes 48 - 72 hours to receive an answer back. The refund was issued to the guest before the results were received from fed ex. During our busy season of Halloween all our representatives have the authority to help each guest.

Worst customer service experience ever, I will never buy from them again. I ordered my costume Saturday the 24th, and paid for a 3-day shipping. I called on Wednesday to confirm my order because I had not received an order confirmation, however a charge of $125 was placed on my card. I was assured that my costume order had been placed, and that my order was being processed. I anticipated receiving the package by Thursday (3 day shipping +promo code), however I did not receive the costume until Monday evening - 2 days after Halloween.

When I did not receive the package by Thursday, I called and followed up Friday and Saturday to no avail. I was given the same run around story on both days, being told that I would receive the package by Saturday from UPS. Saturday afternoon, by 3:00pm, I gave up hope that I would receive my costume, so I called Spirit Halloween to request a full refund, as I was forced to buy a last minute costume elsewhere. A representative from their company confirmed that she did not see any movement on the package and could not even confirm its location; her response was that "it appeared to be lost". She said she would put in a request for a full refund. Today is Wednesday 11/4/15, I called Spirit Halloween to follow-up as per my refund, and was told that since the package was shipped, even after I received it well after Halloween, I'd have to pay for the return shipping if I wanted to receive my refund.

This experience was completely frustrating, costly and unprofessional. I am now stuck with a Halloween costume that I will not be using, and am at a loss for $125. I also now have to go out of my way to pay for, and return THEIR LATE package. I will never do business with them again, and do not recommend that you do either.

I am furious at the store. One thing is I love Halloween so when it comes to spending I don't really care. I bought aa costume today, I tried it on but they didn't let me try on the accessories which is fine because all halloween stores do that. One thing is when I got home, the mask of the customer looked like it was stepped on. I called to see if I could get an exchange but they said no. First of all, I bought that say day and the second I got home I was so excited so I opened it and when I looked at the mask I was so pissed off, they should check their items if the customers aren't allowed to do so. Its their job. Now I got no refund, no exchange on the mask since it was my fault. Im letting my whole family and friends and just people in general not to go there! BAD CUSTOMER SERVICE! I HATE THIS STORE NOW. I WILL NEVER GO BACK.