1 Star | Horrible Customer Service, Inconsistent Policies, and a Complete Waste of Money…read more
I rarely leave negative reviews because I understand that businesses have policies and employees are expected to follow them. However, my experience at Spirit Halloween in Torrance, located at 19800 Hawthorne Blvd, was beyond disappointing.
I purchased a costume item for $26.99 on October 30, 2026. Since customers are not allowed to try on merchandise in the store, I selected the size I normally wear. After leaving and trying it on, I realized it did not fit properly. I immediately returned with my receipt and the unused merchandise, simply requesting an exchange for a larger size.
I was NOT asking for a refund. I was not asking for special treatment. I was asking for a simple size exchange.
The manager refused and, rather than handling the situation professionally, displayed an unnecessarily rude and dismissive attitude.
I understand that sales may be final, especially around Halloween. However, if customers cannot try on merchandise before purchasing, how is it reasonable to refuse an exchange when an item doesn't fit, has never been worn beyond trying it on, and the customer has proof of purchase?
What made this situation even more ridiculous was the conflicting information between corporate customer service and the store itself.
I contacted corporate, provided the store's address, phone number, and purchase information, and explained the situation. The customer service representative advised that an exchange could be made as long as the merchandise was unused and accompanied by a receipt. The representative even contacted the store directly, only to have the manager refuse the exchange anyway.
How does the same company have representatives communicating one policy while its store management enforces another? Who is actually following the correct policy?
To make matters worse, the customer service experience with corporate was disappointing as well. Instead of providing a reasonable resolution, I was left with merchandise I couldn't use and money wasted.
And that is exactly my issue. It's not just about the $26.99. It's about the principle, the lack of accountability, and the complete disregard for customers spending their hard-earned money.
With the cost of living today, people cannot afford to throw money away because a business has inconsistent policies and employees who lack basic customer service skills.
I respect that employees have jobs to do, but professionalism, courtesy, and consistency should be the bare minimum when dealing with paying customers.
I absolutely do NOT recommend this location, and based on my experience with corporate, I would think twice before purchasing from Spirit Halloween altogether.
Save yourself the frustration and spend your money somewhere that values its customers, communicates its policies clearly, and treats people with respect.
A business doesn't lose customers simply because it has policies. It loses customers because of how those policies are communicated and how people are treated when problems arise.