IP
Post-Delivery FeedbackOct 27, 2025
To preface, I understand these issues may have been avoided if I went in person to a physical store a month or two ago, but unfortunately I needed a last minute Halloween costume of specifically the women “Lord Farquaad”. I ordered about 1.5 weeks before Halloween, and paid $28 for 2 day shipping. I am glad I paid for the expedited shipping due everything that ended up happening, although I later learned that that shipping is unfortunately not refundable, even if I was sent the wrong costume, and it is not completely sold out of all sizes…. So again, I did receive my package in 2 days, but it was a women pirate jacket. Nothing of my Lord Farquaad costume was in their. It was late at night so I had to use the Chatbox for help, it wasn’t sending my messages. So then the next morning, I called costumer service number.
In total, I was on the phone for 1.5 hours….5-10 minutes was only speaking to a representative… I had no choice to wait because while on hold, I visited 3 Spirit Halloween Stores all across town, to see if they had my correct costume since I saw all sizes were now sold out online… luckily the last store had 2 left, in a size a little smaller than I’d like, but It was better than nothing. Finally I was able to speak to a representative “Hilda”. This interaction started out okay, but eventually turned a bit negative. She confirmed my order, confirmed they are all sold out and only thing she could do was refund me, but needed to check with a higher up. Back on hold, and then confirmed she can process the refund. She then quickly tried to get off the phone, but I stopped her to ask questions about the details on the refund. I asked if I could have a confirmation email of the return. She said they don’t do that but I should get my return in 5-10 business days. I asked if I need to return my costume via mail or in store. This is where is gets interesting… Hilda said about 3 times, no I do NOT need to do anything with my costume. Then randomly she said I could bring it into a store for a return “if I wanted”. Why would I “want” to do that? I continued to question her about that, and she didn’t seem to have an answer for me. She then placed me on another hold, then said “my higher up said you actually do have to bring in your costume or you won’t get your refund”. What?? What changed?? I told Hilda, I think if your position is working in customer service, specifically returns, you should be informed of the general return policy. I understand you need to check with your higher ups sometimes, but she wasn’t going to do that until I continued to ask questions. Hilda was going to get off the phone with me without telling me all of this. And what she originally said was that I could keep my costume “if I wanted”. When I told Hilda how there needs to be better knowledge and thoroughness, she replied “I understand ma’am”. In conclusion, I believe customers should receive their shipping back if they received the wrong order, and it is sold out online. Secondly, while I understand busy seasonal times for businesses, I was on hold cumulatively for about 1 hour and 10-15 minutes, which is a bit long. Thirdly, although Hilda wasn’t rude, she was not informed well of the basic return policy. I think she should have put me on hold to check policy before telling the customer the wrong information. The customer should not have to ask fro details for the return. Lastly, after one of the in-store workers learned about my issues, she told me “Never order from Spirit Halloween” website. It is horrible, just all over”. I think if a worker is saying that, my issues and feelings above are valid. I understand maybe being understaffed and overly busy, and mistakes do happen. But if a company knows they will be busy during a certain time , maybe better prepping and educating staff will help prevent all of these issues.