ComplaintsforGeorgia Aquarium
Public Aquariums
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Complaint Details
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Initial Complaint
07/12/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Georgia Aquarium called me in June and informed me the shark cage dive is cancelled , I said ok, they said we will refund your money to your card! There has been no refund. It is almost $700! I have been patiently waiting and communicating and I have received nothing on my card and no help at all! Please help me!Initial Complaint
04/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased the resident pass for family, knowing there would blackout dates. These were listed on the information sent out. I was okay with this. What I learned in April as I tried to sign ** up for non-blackout dates at the same time as my parents were signing up, is that resident pass-holders are given blackout times. You are unable to attend in the mornings or even lunchtime (please see photos) which is when kids do the best. Had I been informed I could have made a better decision for my family. I own memberships to most everything in the metro, but I would not have chose this one because it is not geared toward families. It is geared toward money, including stacking money off general admission during the day. Therefore, pushing resident pass holders to late afternoon or evening. I emailed and called and have not received a response.Initial Complaint
04/14/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I purchased an entrance ticket for $53 yet I could not enter because there was no parking. I immediately called **************** regarding a refund. The representative stated that I had to email a copy of the receipt to ********************************** and I would have a response in 24 to 48 hours. It has been 100 hours and have received zero communication from this establishment.Initial Complaint
04/03/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
When I paid for my parking ticket after visiting the aquarium it said my card didnt work and to retry and so I re inserted my card . After doing so it worked and when I left I checked my bank account and I had been charged two separate times. I want my $12 back. I paid $24 for parking when I shouldve only paid $12.Initial Complaint
03/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Hi,I took my two kids, my husband, and my parents visited the Aquarium on Sunday, March 26th. I feel offended and discriminated by a Georgia Aquarium employee, who called himself the Security Manager, Legend. As the signs directed us to the front entrance, there were two lines of crowd getting into the aquarium (before the photo shot). We followed the signs and walked into the General Guest entrance line versus the Member line. There were two adult couples in front of us who were in the same race as Legend. We saw Legend let those two couples in without any hesitation. But as soon as we approached to him, he told us that we had to walk back to get into the Member line. My husband and I told him that we were not members. And we simply followed the sign as the couples in front of us who just got in. He told us the line we were in are now closed. I asked him please let us in because we had to walk back into the rain with two toddlers and two seniors. He not only refused me, but also questioned me to show him where was the sign directed us there. I then showed him the sign. Instead of apologizing to me, he was raising his voice and being disrespectful. We do not feel discriminated ever. But this time, I feel I was not treated equally compared to the couples in front of us. We paid parking, tickets, food and entertainment for this visit. It is not cheap for group of six. I would expect better customer service and experience. For that reason, I would request a refund for partial of our tickets. What happened that day at the entrance ruined my families' vacation. Thank you.******Initial Complaint
01/25/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My family attended the Georgia Aquarium on December 27th. I purchased an advance parking ticket for *****. Upon departure there is a parking kiosk to validate your advance ticket or pay your parking if not purchased in advance. Our ticket would not validate and told us to insert a credit card to pay. My husband, not knowing, put in our debit card. Still not validating it said to insert card again. My son in law said to not do that anymore and we told the lady at the exit gate what happened. She said we wouldnt be charged but the next day we had 2 parking charges of ***** each resulting in paying ***** for parking. I called on January 4 and was instructed to write a detailed explanation email to the refunds department. I never got any reply so I sent the email an additional 2 times. I finally called the customer service number again and a representative named ******** said she would contact the refund department for me internally and would call me the next day and let me know when to expect my refund. It has now been a week since I contacted **************** and I have yet to receive a call. ***** is a ridiculous amount of money to pay for parking and I deserve to have ***** refunded to me because their kiosk machine was not working properly. I need your help in getting my refund. It was an expensive day for a retired couple anyway and an additional ***** for parking is a huge hit to our monthly income. Thank you for your help in resolving this matter.*************************Initial Complaint
09/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I visited the Georgia Aquarium on Aug 19th. I purchased tickets about a half hour online through a company named GetYourGuide. $260 for six tickets. When we arrived at the Aquarium I had not received the tickets or confirmation. I went to the ticket counter to inquire about it. The kid at the counter told me that it was because it was still processing. He told me to repurchase the tickets through him. He told me that the tickets I ordered online would be canceled and I would be reimbursed. That didnt happen. I never got reimbursed. So, I ended up buying the tickets twice. I called the Aquarium to explain what happened and that I would like my money refunded to me. The person said I would have to call GetYourGuide. So I called them with my complaint with no luck. They said that the tickets were sent to me but they were not. I feel the guy at the ticket counter mislead me in purchasing the tickets from him. Had I known that the original tickets would not be canceled I would have never bought tickets through him. I have made several attempts to resolve this with both the Georgia Aquarium and GetYourGuide and they seem to ignore my requests.Initial Complaint
05/14/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
In May of 2021 I purchased passes for my family. Unfortunately multiple things happened-- my partner developed Covid, was hospitalized out of state, the quarantine/lock down for the pandemic worsened, and we were unable to utilize our passes. In may of this year, with things finally in a manageable place, I took my family to the aquarium before they ran out and attempted to talk to member services. I was unable to speak with anyone. I emailed multiple times, called to full mailboxes when no one answered, and finally got a reply after my passes had expired saying they cannot extend already expired passes. Convenient, right? They stated we could buy new ones at a 20% discount and they would extend it by 2 months. I did not ask for a refund. I only wanted access for my family that loves the aquarium and can finally visit. The resolution they provided isn't acceptable and especially in a pandemic where access was not reasonable for a large part of the year, I don't feel the request to have the passes reinstated is unreasonable. We had to do the same at ******** and the Zoo without issue, both of which were far better with customer service. Please renew the membership or refund it, but I would prefer it be renewed.Initial Complaint
04/06/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased three interactive experiences for two people for February 15, 2022. Part of the package price is the photographer. I did not receive my photos for two of the three interactions. I have made 11 attempts at contact and resolution via phone and email. The entire process took hours of my time and the final email asked me to select which package I would like to purchase. I have given up attempting to communicate and receive a refund with this venue. Overlooking that I did not receive my irreplaceable photos, and that I never received a simple apology, I draw the line at keeping my money. I am seeking a partial refund of $367.83 directly from the organization. Thank you.******Initial Complaint
03/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My wallet was lost shortly after my last transaction at the aquarium on Saturday March 26. When I called the aquarium after getting to my destination, they told me I would have to wait until after 9pm to see if anyone turned it in. I went back downtown and searched and no one had found it. The next morning I called and asked about if anyone could take a look at the cameras. They said only a manager could do it. So I went back by there at 11:30am and asked for a manager. They said only the manager over security could do this. I waited THREE hours for him to come speak to me and I had my 1 year old daughter with me. This was completely unacceptable. My child became tired and hungry waiting for him. Then when he comes, he's questioning me about how I got in which was irrelevant to the matter at hand. So then I ask about looking at the camera footage from my last transaction to the exit. He told me he couldn't do that today. I told him that I did not wait three hours to be told what he couldn't do. If this was the case someone should've said that three hours ago. I explained to him that I was also from another state and I didn't have time to keep coming back downtown dealing with this. So he says, "let me see what I can do". He was gone another 25 mins or so and comes back and says he didn't see anything and showed me an image of myself exiting the gift shop by the cafe which was my last transaction before leaving. I doubt he looked at the other cameras because he said he didn't see anyone brush against me. If he had been listening, I told him the wallet was underneath my child's stroller, not on me. So I asked him what took him three hours to get to me. He said someone told him I had already been helped. This was another lie because how was this the case when everyone was saying he was the only one who could take a look at the cameras. Not to mention, they say timed ticketing but it doesn't matter when you show up. The place was overpacked and we missed a LOT.
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Customer Complaints Summary
15 total complaints in the last 3 years.
1 complaints closed in the last 12 months.