Fancy D.

I ordered costumes for my kids in early October, they never shipped them out. I contacted guest services at their email (which is not easy to find - it is not on their site anywhere) because they DO NOT answer the phone - you can stay on their hold line all day and they will never pick up.
I was told on November 3rd my refund was going to be issued and as shown below they give you the run around for MONTHS. It is December 20th, and I haven't gotten a refund - it is absolutely unacceptable that a company of this size treats customers like this. NO REFUND system takes that long, and a PayPal transfer is instant. They keep your money and refuse to return it and after waiting 3 months they give me the same number they don't answer. "Not having any guaranteed date of when the refund will be sent/received" is equivalent to STEALING. This company should be sued and prosecuted for theft. DON'T WASTE YOUR MONEY OR TIME.

Spirit Guest Services <*******@spirithalloween.com>
Fri, Nov 3,6:16 PM

Hello,

Thank you for contacting Guest Services. We have issued a refund for you order. Please keep in mind that shipping and tax refund in separate, smaller amounts than the item itself. Please allow 7-21 business days for funds to repost. We apologize for the inconvenience.

Best wishes,
Amilah M. | Guest Services Representative

Spirit Guest Services
Attachments
Fri, Nov 24,9:35 AM
To me

Good morning,

Thank you for reaching back out to Guest services!. We can confirm that a full refund is being processed for this order. The refund for the order was applied on November 3. Please be advised that this is done in two parts so you will receive an automated email stating a lower amount than the total of the costume - this is the sales tax and shipping cost. You will see the full amount reflected onto your original payment method within 7-21 business days. This does not include weekends or holidays. Please let us know if you have any additional questions.

Have a wonderful day!

Sincerely,

Adryana S. | Guest Services Representative

Spirit Guest Services
Fri, Dec 8,10:04 AM (12 days ago)
To me

Good Morning,

Thank you for reaching out to Guest Services. We want to offer our apologies in regard to you having not received this refund. Unfortunately, we did encounter a filtering issue within our system causing delays in processing. This issue has since been identified and resolved; our team is working to get all awaiting refund requests approved and processed as soon as possible. We ask that you please allow an additional 5-7 business days to see the funds reflect back onto your original payment method. If after that time this is still now showing, please reach back out so we can look further into this. As well, if you have any additional question, simply let us know.

Regards,

Emily W. | Guest Services Representative

Spirit Guest Services
Attachments
Tue, Dec 19,8:29 AM (1 day ago)
To me

Good Morning,

Thank you for contacting guest services. There seems to have been an error in the system as to why you have not received this refund yet. We can refund you either by mailing a check from our corporate office, calling you to collect card information, or by refunding directly onto a PayPal account. Can you please confirm your first and last name and full mailing address? If you'd like to receive the refund by PayPal, please include the email address associated with your account as well. We look forward to hearing back so we can resolve this issue.

Regards,
Emily W.| Guest Services Representative

Spirit Guest Services
Tue, Dec 19,5:30 PM (17 hours ago)
To me

Good Evening,

Thank you for providing us with that information. We have processed a refund to your PayPal account with our secondary refund system. We have also provided your information to our finance team for further review. Unfortunately, we do not have a guaranteed timeframe at this time. We apologize for the delay and any inconvenience caused. If you have any questions or concerns, please reach out.

Kindest Regards,

Holly J. – Guest Services Representative

Spirit Guest Services
Wed, Dec 20
8:44 AM (2 hours ago)
To me

Good morning,

Thank you for contacting Guest Services! We have successfully processed a refund to your PayPal account using our secondary refund system. Your information has been forwarded to our finance team for further review. We apologize for any inconvenience caused by the delay and understand your frustration. We do not have a guaranteed timeframe at the moment, but we are working diligently to resolve the issue. If you would like to speak with a helpful representative, please let us know your preferred time for a call. You can also reach us at *******595, where our team will promptly connect you to a supervisor.

Sincerely,

Alnisa V. | Guest Services Representative