Phantom Fireworks of Matamoras — Local services in Westfall Township

I have been a customer of Phantom Fireworks for about 10 years and typically purchase around $700 of fireworks for the 4th of July. This year I decided to try Phantom’s curb delivery service to try to minimize contact because of the virus. Unfortunately my experience was not good and I would Phantom a rating of “F”. Phantom needs to improve their systems, procedures and execution. I tried to order online for two days, approximately 12 attempts each day throughout the day, and the system constantly would go down. Additionally I could never get the store location to change. O Finally I gave up and tried calling the 800 number to place the order. Again it was a disaster. It took me multiple attempts to get through to someone. The system boots you out after a period of time when nobody picks up. When I finally got through to a Customer Service Rep I told her that I would like to place and order, she said that she could help me. She helped me by putting me on hold and then hung up. Again multiple attempts to get through. The 2nd time I was able to place the order and was told that I would get an email confirming the order. When I asked for an order confirmation # I was told it would be in the email. Guess what no email was sent. Another attempt to get through to Customer Service. 3rd time was the charm and I received the email. A day later I went to the store in Matamoras, PA to pick up my “curb side” delivery. I was told that there would be a person outside of the store processing transactions so you did not have to go in, not true. Nobody was outside of the store and I needed to go inside to pay and get my items. Phantom don’t advertise “curb side” delivery if you are not able to execute the service. Of course when I went in to the store there were many customers not wearing masks. I opted for “curb side” to minimize my contact with people! Once I received the order it was only 75% fulfilled. It took an extra 40 mins to get the remaining items. I also preordered my items to make it more convenient NOT less convenient. On the plus side the staff in the store was extremely friendly, helpful and apologetic. My last issue is not a Phantom issue but a PA tax issue. I was aware that PA charged a “12%” fireworks tax. However I was not aware that the 12% was charged on the items you bought PLUS the 6% local tax. YES YOU ARE BEING DOUBLED TAXED (paying a tax on a tax). That brings the real cost of the “12%” fireworks tax to something like 15%. If a business did this they would be in hot water. However the state is allowed to mislead...

I've shopped at this store before so I'm aware of needing proper out of state ID in order to purchase in PA - not an issue. I walked in to this store - no customers were ahead of me - and the security literally got within four inches of me and asked if I had any matches, lighters, etc. He literally got in my face. I told him I didn't, and he sat back down. There were three or four clerks at the sign in desk - the first clerk, a young man, asked for my ID and then proceeded to print out a waiver. Handing this waiver to me he told me to sign it and give it to the checkout on leaving. I took my pen, a Bic Round Stic Medium, out of my shirt pocket, signed the waiver, and as I proceeded to put my pen back into my pocket the young man told me not to take their pen. I told him it was mine, and that I had taken it out of my own pocket. This apparently was not believed as he continued as to how my pen was the same as theirs and they had issues with customers taking pens. I raised my voice, and the rent a cop stood up. This exchange was preposterous. I left the counter, and as I entered an aisle I was asked by a sales associate if he could be of assistance. I asked for a manager, and he pointed at another clerk in the aisle. According to him the young man that gave me a hard time about a lousy pen was someone's grandson, an owner(?), and he apologized for the grilling. Later, I called the Ohio corporate office, and the response I got from the customer representative was less than satisfactory. She did inform me that Ohio had received other complaints about this location. Whatever. They just lost a customer over a pen. I was literally accused of stealing a 25 cent or so...

The gentleman at the door is amazing, funny and very welcoming. He knows his stuff and will help you with what ever you need. Walking in the staff is the real reason for this 5 star review. We felt like family, that is how awesome they make you feel! The staff loved ziggy ( our dog) they answered any questions we had( sorry staff, we did have a lot of questions) which if they didn't know they went and got another staff member that would know. The management team nothing less that superb, helpful and friendly ( once again like we were their family) I know enough about how Awesome the staff is and get on to the selection and pricing. Phantom is the only store name that I know I can go to and always always get the best and biggest selection! Imagine going into a fireworks store and seeing hundreds of thousands of fire works on display, but how do I know what I am buying? Oh right silly me, they have a qr code on the box. If not on the box on the signs😳🙌 you totally can watch before you buy! Pricing. Should I even talking about pricing? Or do you already know? I to be honest have no clue how they do it. Sales on top of sales on top of sales. If you don't get the best pricing from Phantom, you are doing something wrong! The prices are definitely the...