ComplaintsforAerie's Riverview Winery
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Complaint Details
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Initial Complaint
09/05/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I booked the zip line ride for my family of 4. Per the website, we also had to purchase the ******* ride tickets, which was fine. Upon booking the zipline ride, it was acknowledged that we needed to arrive 30 minutes early, which we did, and that the ******* takes aprox. 14 minutes. Due to long lines, slow ride up the sky tour, we arrived 5 minutes late to check in for our Zipline ride. We were then told that our reservation went on without us and that they were booked and could no longer accommodate our reservation, nor would they provide a refund. I called and spoke with management, and they also said they could not refund this, and cited that it was indicated on their website that we should allow additional time for the *******. This is NOT how the website communicates this information (screen shots attached), and it should instead clearly state that parties should arrive 45 minutes early to allow additional time for *******, etc. We were treated very rudely by the staff, and received incredibly poor communication. This is such a shame, as our family was very much looking forward to this experience. All we are requesting is a refund, as we will not be returning to this destination.Customer response
09/13/2023
Adding additional details:
The company did offer for us to take the rides...3 hours later--which did not work for our schedule, and the offer was only for 2 of 4 people in our party, which was not acceptable. We did opt to be put on "the list" to come back another time. However, our schedule does not allow for another 2 hour round trip to make this work. Additionally, due to the manor in which we were initially treated, the overall poor experience, and the lack of clarity on their website, we have zero desire to return to this location. I feel strongly that this is overall very poor business practices.
Initial Complaint
10/02/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
October 1, 2022 I spent $152 total on their attractions. They have a sky lift and they charge patrons to ride it to get to their business. I also purchased tickets for Alpine coaster which is part of the total I spent. On their website they offered a bundle price for the lift and the coaster. I told the cashier I wanted the bundle at the lift ticket window and was told I had to purchase the coaster tickets up top. They failed to provide the bundle pricing as advertised. When I got back down I went to the office and question this and was told yes its on the site, but the ride is new and they arent offering this bundle price yet. The bundle price for what I spent $152 on would have cost me $128 total. I asked for a refund on their ******** page to which they repeatedly told me their POS didnt update or something to that effect and they werent offering this. I yet again advised they offered it on their website and they told me they removed it from the site and refuse to resolve the issue.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.