Complaints

• Initial Complaint

  01/20/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is the second time something we bought from this company within a couple months breaks. The item in question was already supposed to be a replacement of the first faulty product, which did not inflate. This one stopped inflating after a couple weeks of usage. However now the company is being cowardly by saying that had something gone wrong within 14 days, they would grant a refund. I see nothing in their policy that states that I have 14 days from the issuing of a replacement product to complain about something being broken. These are Christmas Decorationsthey sit in a boring; uneventful yard and light up/inflate or at least they should. Its not like Im misusing the products. They require zero interference from humans. These are just s*** products, and I want this company to admit they sell lemons! I may not be able to get the original product I initially complained about to send back, but I can certainly give them this one if they want proof their products are damaging upon use! I want my money back and you should be ashamed taking money from people over Christmas.

  

  Business response

  01/20/2025

  Good day, 

  This replacement was delivered on November 21st, as we indicated when we were first contacted.  We do ask that customers reach out within ******************************************************** no prior recent communication (previous BBB complaints as well as internal emails) were we informed that the product was faulty. We were not informed of this information until mid-January and we are outside of the time frame to resolve anything in regards to this. We also feel that a resolution is not necessary due to the way our customer service representatives have been communicated with regarding this transaction. 

  *******

  Customer Service Manager

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Not sure what to do at this point, have been contacting the business over the last 1.5 months and have always sent them the photos they have asked for showing the immense damage to the Funkos. And they told me that it "was not enough" to replace or return or anything. Which is crazy, I think the next step will have to be a chargeback but wanted to try this first.

  

  Business response

  12/19/2024

  Good day, 

  It does look like we did offer for you to send them back for a full product refund with our return label - if you would like this option please reach out through our live chat option. 

  Thank you,

  *******

  Customer Service Manager

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a Halloween costume on October 3, paying $30 for the costume and $6 in shipping. I got it in, and it does not look like it does alone - cheap, see through material, so I tried to send it back. They charge me $8 to send it back and they say they will only refund the $30 minus 18% of the cost, so I'm already losing at least $20. They try to convince me to just exchange it for something else, which I did not do since the issue was the cheap material. They say well it could be 4 weeks before we can give you your money back. I get an email they recieved my package on October 24. 6 weeks go by and I hear NOTHING. Finally, I reach out and they say oh we can't refund you because it has some dirt on it. I ask for proof of this, and they won't send any proof. I said well then you can send me my property back I paid for, and they said no. So basically they took $40ish dollars from me, and won't return my property I paid for or give me a refund. This is unethical and taking advantage of customers, and I said I will file a complaint with the BBB. I even reviewed their policy and it says they accept "new, unused, and in the original packaging" and this is exactly what my return was. I also want other people to know about this so they don't order from them.

  

  Business response

  12/13/2024

  Good day, 

  I have refunded the returning product amount and you will see that credit of $25.49 back to your method of payment. 
  

  Thank you, 

  Justine 

  Customer Service Manager

  Customer response

  12/16/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Awful products, awful customer service!!! DO NOT USE THIS COMPANY! I ordered an ***** costume and received it fast, when it came it had several tears in the costume. When I called they said there was a note that its a known issue. How is it a known issue but you continue to sell it? They offered to send another and express, I received it a week before Halloween and it had even more tears than the first one. Why it was not inspected prior to leaving I dont understand. When I called to let them know, they said I could return it for a refund. A week before Halloween with no time to get a new one or order anything else. So I opted to have a friend repair it. On Halloween night it came apart while she was wearing it and we had to change her clothes, leaving her without a costume for the rest of the night. The wig had bald spots and was nothing like the picture shown. For that matter neither was the dress. They offered a 10% refund to which I pushed for 20% and they reluctantly accepted. That was before the 2nd one showed up worse. When I let them know of the issue, there ws no response for weeks. Then I received threatening notices that I would be charged for the 2nd dress if I didnt return it soon. When I asked what soon was, no response, when I asked to see the policy, no response. When I asked for a refund because of everything that happened, I was told no. I sent the item back and assume I will not hear anything since they got their awful product back. This is terrible customer service and the quality of items awful. Why would you knowingly sell items that are damaged, then give the customer a hard time about a refund? Do not use this company. You have a better chance of getting something from Temu.

  

  Business response

  12/04/2024

  Good day, 

  It appears this is set up to be refunded when the item is returned and received in our warehouse. 

  Thank you, 

  *******

  Customer Service Manager

  Customer response

  12/06/2024

   I am rejecting this response because: When I had a very detailed email conversation with a representative at Halloween Costumes, and was told very clearly that I will NOT be getting a refund of any amount moving forward. 
  The item has been sent back for return and that has been confirmed by the same representative who mentioned I will NOT be getting a refund. 
  I will need to have something in writing showing that I am getting a full refund of all money paid to Halloween Costumes.com for the products that were delivered not as described and for the customer service experience I have received during this process. 
  
  
  
  

  

  Business response

  12/06/2024

  Good day, 

  We will have this communication in place, and in writing, that you will be refunded when it's returned and fully processed by our returns department. 

  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a costume from this website. I worked with customer service to process a refund in full for one of my 2 costumes that I purchased. The company promised to process a full refund for the Pegasus costume because I went ahead and placed a second order with the company. The item cost $49.99. The company was very difficult to work with in the process. They messed up many times and even sent me the wrong return slip. They asked me to handwrite and fix the return slip. I received the refund extremely late and only received $39.99 and they still owe me $10.

  

  Business response

  12/02/2024

  Good day, 

  It appears this issue has been fixed. 

  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  11/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/25/24, I ordered two Halloween costumes and two wands from this company, Halloween.com I received a delivered email from ***** on 10/26/24. When I made it home from work, I looked on my porch in hopes my costumes were there. They were not there. I went and checked all the surroundings of my home even the shrubs and all the trees.I then inquired with the neighbors all thoroughout the neighborhood and they did not have my package. I then checked with *****, they told me to get in touch with Halloween.com to resolve the matter. I got back in touch with Halloween.com by email, no response was given. I tried then chatting online, with this very rude woman named *** ***. She told me there was nothing she can do about my missing package. All I ask is that she refund my money since the costumes did not show up at my house.

  

  Business response

  11/22/2024

  Good day, 

  As stated in our email response and through live chat, there isn't anything we can provide for a resolution as we do see this was delivered to the address provided at checkout, within the time frame that was paid for. Tracking can be found here: ********************************************************************************************

  It is also noted that you did not purchase our Package Protection which covers situations where the customer states the item may not have arrived.  Since this was not chosen at checkout we are not able to resolve as we can see the package was delivered. 

  Thank you, 

  *******

  Customer Service Manager

• Initial Complaint

  11/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered from Halloween Costumes via ******. This was a third party seller and shipper purchase so ****** was unable to help. I messaged on 10/27 and let Halloween Costumes know I never received my package. I paid $200, with 2 day shipping. I NEVER received it. I contacted ***** several times and they stated they couldnt help me because I would need to contact the merchant in order to be refunded, get a replacement, or even file a claim. The merchant JUST responded with an authentic response today 11/11. Prior to this I only received automated responses saying they were busy, basically. They are now saying they wont refund me because it was marked as delivered. But I NEVER got it. They wont even file a claim with ***** based on messages so far. This company really seems like a scam to me and I have cried over losing $200 because this was not a small amount of money to lose, especially ruining my plan for family costumes this year. I expect my money refunded!

  

  Business response

  11/13/2024

  Hi there!
  
  I'm sincerely sorry to hear that you didn't receive your order, and I've just refunded you in full for that. You should see that reflected on your card within a couple of business days. Please let us know if there's any questions or concerns you might have!
  
  Thank you,
  *******
  Customer Service Manager

• Initial Complaint

  11/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for a costume for my sons Halloween band performance. It was scheduled to be delivered October 30. By that evening, it had not arrived, so I checked tracking. One section showed that the package was shipped and in transit, while another section showed that it was delivered October 29. I definitely did not have the package and Halloween passed, with my son wearing a yellow T-shirt with googly eyes attached as his costume, instead of a real costume. I tried calling, but they were closed on Halloween, and I emailed twice, with no response. I finally reached someone on Wednesday, November 6. I was told that they could re-ship the item which would normally be fine, but Halloween was done and the costume was no longer needed. I did buy package protection, but I was told that they cant give me a refund. I asked if I could just return the order and get a refund and was also told no. My only choice was to accept a re-shipment of the costume, which I no longer need and wont need next year. I was told I could return the original order and get a refund and they would cover the shipping costs and waive the restocking fee Why does that make sense to even tell me that considering I didnt receive the original order? At the end of the day I am out approximately $100? I cant really tell because every time I try to pull up my order on the website to see exactly how much I paid, and how many rewards dollars from their company I used, I get an error telling me that they cant process that info. The whole reason for buying package protection is to not have to deal with things like this.

  

  Business response

  11/07/2024

  Hi there!
  
  I'm sincerely sorry for the issues with your order not arriving, and for any frustration with the resolution that was provided. I've just refunded your original order in full, and it looks like $81.25 of that was paid for via Sezzle - with the rest being paid for with loyalty points. You're more than welcome to donate the replacement order once it arrives, and I apologize again for the trouble.
  
  Thank you,
  *******
  Customer Service Manager

  Customer response

  11/07/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I do wish this resolution would have been offered before I needed to make a complaint. Additionally, it would have saved the cost of the replacement item that was already shipped. Thank you. 

• Initial Complaint

  11/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a police costume for Halloween and it showed up damaged. The hat was all messed up and the plastic handcuffs were broken. Sent the company an email and they closed it with the following message. I also sat on chat for a century and nobody responded to me. "Unfortunately, we have not been able to respond to the large number of emails that we've received over the last 2 week, and we sincerely apologize for the lack of response. Due to the amount of time that has passed, your email has been marked closed, with the hope that you've been in touch with us through another form of communication. If you still need assistance, we highly recommend reaching out on our live chat service, by giving us a call, or messaging us on social media. "

  

  Business response

  11/07/2024

  Hi there! 
  
  I sincerely apologize for the costume arriving in that condition, and for any difficulty you've had in getting in touch with us. I've just refunded your order in full, and you should be seeing that reflected in your ****** shortly. Please let me know if you need anything else!
  
  
  Thank you,
  *******
  Customer Service Manager

  Customer response

  11/07/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased some halloween costumes, the package was misprepared, missing items, so they refunded me for what i found missing. I returned the rest of the order due to not having the complete order and then not needing the rest of the items. Once returned, i received part of my refund but not the rest, so i called them, after being on hold for AN HOUR, they told me there was a little ribbon that was missing so the costume cannot be refunded, i never saw a ribbon even in my package which i told them, they said their is nothing they can do. SO, basically they pocketed my costume, kept that, did not refund me. I feel so scammed and frustrated and want my forty some dollars back!!!

  

  Business response

  11/01/2024

  Hi there, 

  It does appear that the item you returned was missing some of the pieces, at this time I have allowed the refund to be processed to a gift card for your refund. You should see that credit to your email soon. 

  Thank you, 
  *******
  Customer Service Manager
  

  Customer response

  11/06/2024

   I am rejecting this response because:
  A ribbon was returned, i didnt open the package even, i only was a refund to my card where i purchased it.
  
  

  

  Business response

  11/08/2024

  Hi again!
  
  I'm sorry for the frustration. I've just processed the remainder of the refund to your credit card, and you should see that reflected in your account within a couple of business days. 
  
  Thank you,
  Justine
  Customer Service Manager

  Customer response

  11/11/2024

   I am rejecting this response because:
  
  i still do not see a refund

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩