Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  greetings!I am writing to express my disappointment with your service. I recently purchased two adult tickets and went sightseeing at your Jungle Island, but unfortunately it didn't live up to my expectations. First, while I was shopping for flamingos and feeding them, bird droppings landed on my boyfriend's clothes and my bag. Later, when I went to the service center, there was no solution, and there was no warning that this was happening. This makes me question the integrity of your company and the accuracy of the description. Also, when I tried to raise my concerns, I had a hard time contacting customer service. Phone lines are often busy and emails go unanswered. This lack of communication makes me extremely frustrated and difficult to solve. Finally, I was dissatisfied with the communication process. The people at the service center had a bad attitude and only took a few pieces of toilet paper. This adds to my frustration because it means I have to ask for a statement and wait for you to take action. I hope you take my feedback seriously and take steps to improve your products and services. As a loyal customer, I believe your company must maintain a high level of quality and customer service.Sincerely yours,****

  Business response

  11/27/2024

  Dear ****,

  Thank you for reaching out to share your experience at Jungle Island. We deeply regret that your visit did not meet your expectations and want to assure you that your concerns have been taken seriously.
  While our park offers an immersive experience with wildlife,we understand that interactions with wild birds, such as the ibis in our park,can occasionally lead to unexpected occurrences. Although we cannot control the behavior of wild birds, we strive to make every guest's visit as enjoyable as possible.

  I apologize if our initial efforts to assist you at the service center did not meet your expectations. Providing a spray bottle of water and paper towels was intended to offer immediate relief, but we acknowledge that this response may have felt insufficient given the circumstances. Furthermore, I are sorry to hear that you found our staff's demeanor unhelpful. This is not reflective of the high standards of service we aim to provide.

  To address your concerns, I have issued a full refund for the tickets purchased for your visit. I hope this gesture demonstrates our commitment to ensuring guest satisfaction. Please allow 5-7 business days for the refund to process, depending on your payment method.

  We value your feedback as a loyal customer and hope to have the opportunity to welcome you back in the future to provide the positive experience you deserve.
  

  Kind regards,

  ******** ******
  General Manager
  Jungle Island

  
  

  Customer response

  12/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Weiyu Pan

• Initial Complaint

  01/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *********************** and I took my 12 year old son for his birthday along with my 10 year old son. We had our trekking for 3:00pm this past Saturday the 21 of January. I was very disappointed in my visit. It was my sons birthday and there was a lot people so obviously it takes time for everyone to get through the trekk. The moment my sons were finished with the first course and went to start the second course. They were kicked off because the workers said it was 5:00 and they want to leave. There was still customers everywhere but it felt like they did not want to work any longer. These tickets were not cheap. My 12 year old was upset & my 10 year old left crying. It was not a good experience at all. I feel I should be fully refunded or provided the ability return so I my sons can complete the experience in full that was paid for in full.

  Business response

  01/23/2023

  Dear Mr. *******, 

  I'm sorry to read the **************** experience did not live up to your expectations. 

  ********************** is as standalone operated attraction not affiliated with Jungle Island and can be reached via 

  Email: ********************************************* or phone: **************

  i hope they are able to resolve your matter quickly.

  Kind regards

  ****************************;

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩