Phantom Halloween Superstore- Open All Year — Attraction in Los Angeles

I have been a loyal customer for years. I spent over $300 at the store this week for a TV Halloween special that was being filmed at my factory. I unfortunately had 2 items that did not work out- they were unused and I had a receipt. The first thing I did when I walked into the store was announce to the cashier that I had brought 2 items to return ( I had no bag) - she immediately told me "no refunds" and I said it was ok- I was getting more props for the shoot. I left the costume and crown at the front counter with the receipt and went to the back of the store to grab my props.

When I came up to the counter- the costume and crown were sitting there next to the cashier- I knew there would be a $10 difference so I pulled out my credit card and let her swipe it.

As I was talking to her, I noticed that she charged me the FULL amount of $108 - so I asked her about what happened to my credit for the other 2 items.

She had made a mistake and forgot to issue the exchange - she told me that she could not give me a refund but could exchange the merchandise if I wanted: I asked her to apply the credit to the $108 charge she just rung up.

She was clueless as to how to do it, so she called a manager "Kim". Kim came out and reiterated their no refunds policy. I explained that I had brought in the items to exchange an respected their no refunds policy. All I wanted was a credit applied to the merchandise I just purchased as promised!

At that point, she gave me a very demeaning look and lectured me on how I should tell the cashier I want to exchange items before she chaRges my card: I told her I HAD told her to which Kim asked the cashier, "did she tell you?" And the cashier said "no!".

I was pretty upset- because what was a simple mistake on the cashiers end turned into a hostile situation that most likely will result in me never wanting to come back again.

I told Kim that the customer is always right- to which she replied "absolutely not" and proceeded to push my buttons by saying that I never told them I wanted to exchange.

I really just wanted her to see my point: I brought 2 items into the store with a receipt and presented to the cashier- my story made sense! For her to deny my exchange and basically charge me another $108 was just plain wrong. And coupled with the egregious lack of customer service and basic customer sensitivity training - I was pretty upset.

There was a gentleman there who was witness to what happened to me. Ironically, he was there trying to get a refund for a costume that he purchased earlier that was missing 1/2 the costume !

He was not liking what happened to me , not did he like the direction that his refund request was going in: they were basically telling him that the costume was sold complete and that he stole the other 1/2.

I called the corporate office on wednesday, thursday and again today Friday: asking for a simple call back. i am still waiting for "Jim" to call me back.

After all these years- I am so sad that my loyalty was rewarded by such a humiliating and...

Seriously annoying staff. I was there for 5 minutes before every man that was working approached me. 11.1.22 at 3:30 pm. It made me really uncomfortable to be asked 4 times, by different people, after 5 minutes of being in the store if I needed something. It was either creepy, or they thought I was going to steal. I mean, I have pink hair and tattoos, but seriously, not cool. When I asked to be left alone the short older man had A LOT to say to his co workers about me being the ridiculous one. I offered to leave my bag at the front of the store if me carrying the backpack was why I was being approached so much. The guy was just being unprofessional and shouting and antagonizing me for asking that I be given space. Maybe don't be a creepy lurker and follow a girl around the store or profile her as a theif and you won't have people ask you to just let them shop.

Was planning on dropping some cash too, as I love doing events.

Find another halloween store. The short older guy needs an...

Worst costumer service I have ever experienced. When I was checking out, the clerk did not mention the no return/exchange policy. It is usually expected for a clerk to mention the return policies in these situations. The item I purchased said it was black on the package, but the actual product was white. I needed to return the item i purchased, so I went back the next day. The package was not even opened yet as well. I was told to speak to the manager about it. The manager proceeded to laugh at me. The manager, as well as another clerk, told me that I should’ve read the signs and were extremely rude about it. I handed the manger the item I wanted to return and he took it, and aggressively slammed it down on the counter in a rude manner. I was just asking a question and the way they went about it wasn’t professional at all. They both had very negative attitudes and it made me want to take my...