Phantom Fireworks of Roberts — Local services in Roberts

Deceitful Coupons, Terrible Customer Service – Phantom Lost a Loyal Customer

I’ve been a loyal Phantom Fireworks customer for years, but after this recent experience at the Roberts, WI location, I won’t be returning—and I urge others to be cautious.

On July 2nd, I was given a coupon at the door clearly advertising a $129.99 500g cake for $39.99. Nowhere on the printed coupon or verbally was it mentioned that a “glow item” had to be purchased to activate the deal. Yet I was charged $52.00, and when I reached out to customer service for a refund of the $38.27 I was owed (from both this and a misapplied 60% coupon), I was met with shifting excuses and outright gaslighting.

First, they told me the 60% coupon was “correctly” applied to my highest-priced item. Then when I pressed again, they said the $39.99 deal only applied if I bought a glow item—even though that condition was never disclosed. After following up multiple times, I was brushed off and eventually told “no refund is warranted.”

This isn’t just about $38.27—it’s about principle. • Phantom misled me with unclear and deceptive coupon language. • They refused to own the mistake even after I explained the situation calmly and thoroughly. • And worst of all, they lost a long-time, loyal customer over a measly $40 refund they could have easily issued in good faith.

If you’re shopping here, triple-check your receipt and don’t trust the door coupons at face value. The fine print apparently includes things they won’t tell you about—and their corporate customer service is clearly trained to deflect, not resolve.

Disappointed and done with...

Well being not from around here, I was somewhat apprehensive about driving 2 1/2 hours from Superior to this store. I made a call to the store the day before to find out what they had. I know every state is different in their firework’s laws, so I wanted to be sure they had what I wanted. A very nice fellow answered the phone and was able to quickly answer my questions. At that point a road trip was in order. Now you must realize I have had prior experience shopping at Phantom Fireworks in Seabrook, NH, remember I am not from around here. A very pleasant shopping experience I might add. So off I went to Roberts diligently navigated by my Google maps. Upon arrival I was very pleased to see the size of the store, there website picture does not do it justice. Bigger is most of the time better. I was greeted cordially by the front desk staff. I was already a member of the buying club, which is free by the way, so in no time I was onto the show room floor and a show room floor it is. For legal fireworks this is by a long shot the best you can get. The staff was fantastic, taking out there phones to show you how a particular item preforms. The selection is out of this world. The prices are fair but plan on spending some cash if you want to put on a half descent show. I would say if you are either on the east coast or the upper Midwest, Phantom Fireworks is the bomb....Great selection, great service and very good prices. Needless to say I had no regrets taking...

Last night, July 4th, I called the number for Phantom PRIOR to traveling over an hour away with my husband and our kids, and the website AND the phone message stated that your establishment was open until 11pm for July 4th. Ecstatic, we raced to Phantom, arriving at 10:33pm, only to discover around 25-30 people standing outside, who stated that they had been told it was closed! There were customers shopping inside and multiple visible employees. I pulled out my phone, pulled up the hours and laid it against the glass. A dark-haired female employee looked and just shrugged. The entire crowd outside was enraged, many had driven even farther than my family. The other customers and I were confused, angry, and felt betrayed. Your own people don’t even seem to understand that your listed store information states 11pm closing, in at least two ways. This thoroughly clueless establishment will never get the hundreds of dollars my family would have spent or the likely thousands of dollars represented by the group of customers you lied to by closing at a different time than advertised. Don’t take my word for it, look at your security footage. There are plenty of other fireworks stores which honor what they advertise and wouldn’t betray their customers in such a way....