Spirit Halloween review: Store Manger Brie at Gambrills, MD Location (#61787)

I would like to file a complaint against the store manager Brie at the Gambrills, MD store location (#61787). I purchased a Sonic costume on 10/7/2023 and forgot to use the 20% coupon that was offered by the company at the checkout. I returned to the same location on 10/09/23 with the intention of returning the item and repurchasing it using my coupon and buying a pumpkin carving kit.

I was the only customer standing in the cue. Two employees were at the cashiers, one the manager Brie. No one acknowledged me, I had to ask for someone to assist me. When I finally got to a cashier, I explained to the cashier what I was doing, and she never told me that I couldn't do a return and repurchase. She explained that the store manager had to do that transaction. Instead of calling the manager to the cashier, she had me walk over to the cashier where the manager was standing.

Brie proceeded to tell me that it is store policy to take the return, but she would not allow me to repurchase the same costume at the store location hindering me from using my discount. I told her it was not in the company’s return policy. She exclaimed that the company doesn’t write out the entire policy for the customer to read. She even insisted that I go to another location to do my transaction. I debated back and forth with her, that she wasn’t making any sense. If it is the company’s policy, why would I go to another location? I would experience the same issue. She turned her back to me and in her exact words she said, “It would be like I am giving you money!”. To be clear she never touched the costume.

Brie discriminated against me, she had no logical reason to not return the costume and allow me to repurchase the exact same costume for my 5-year-old son, who wants to be Sonic for Halloween. That woman was completely unprofessional and racist, to say the least. People like herself ruin the experience for the customer. I am a paying customer, not someone looking for a handout. I want what is owed to me, that is all.

I will continue to send e-mails and call guest services until this matter is rectified properly by the Spirit Halloween corporation.