ComplaintsforSesame Place

• Initial Complaint

  08/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We visited the park today and it was way overcrowded and understaffed. The crowd didn't bother me but so many attractions, food stands, *** *** *** stands and rides were closed. Asked a couple of employees questions, they didn't know the answer. I paid over $60 per ticket and brought three kids and they were very disappointed. Every single slide in the splash area was closed due to understaffing. The littlest of water slides had a ridiculous wait, stood in line 25 minutes and didn't get halfway through. The yellow and white slide that has two running side by side, only had one open due to availability in staff, therefore having us wait even longer. We waited for about 30 minutes and had to get off the line because it was too hot and we were not moving. There was a limited amount of character greetings and no big parade, just a mini 10 minute one. There were no characters walking around or to be seen anywhere. At the end of the day, all my kids wanted was ice cream and face paint but every single stand was closed. Extremely disappointed.

  Business response

  08/30/2022

  *******,

  I apologize for your current frustrations. Please check your personal email account to continue our correspondence.

  Thank you,

  Chris

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To Whom it May Concern, With all good intensions on June 7th I purchased 3 tickets for my family to go visit Sesame Place in Langhorne, PA because I felt that the family would really enjoy it. I had a discussion with my healthcare provider after purchasing and he stated it was not a good idea for my daughter that is Autistic to part take in this particular activity. The copious amounts of stimuli are not good for her. I decided to call Sesame Place at ************ to ask for a refund, I was unsuccessful after many attempts and was not able to get a hold of a representative. Once I was not able to get through several times, I called ***** (my bank) and asked them to dispute the charge. I selected the option (did not charge this), it then went to the fraud department. ***** stated it was not fraud and returned the money back to Sesame Place. In the meantime I retried Sesame Place they agreed to a refund. Once they saw that ***** disputed the charge they said that they can no longer give me back my money. I would like a full refund, I am owed the total amount of $189.96. Please help.*******************

  Business response

  08/30/2022

  Hi *****,

  I apologize for your current frustrations. Please check your personal email account to continue our correspondence.

  Thank you,

  Chris

  Customer response

  08/31/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  He only asked for information regarding my order number and has not been able to submit my refund or a solution that would be in line with doctors orders. Yet

  Regards,
  
  *******************

• Initial Complaint

  07/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vacation package from Sesame Place for $1266.19 on 4/19/22 for 5/27/22-5/28/22. Included in my package were park admission tickets, hotel stay, a cabana rental, and a lunch reservation. I attended the park with my family on 05/27/22 which was a rainy day. Due to the weather the park issued a refund receipt for the cabana rental totaling $529.00. I was told by the employee it takes 10-15 business to receive the credit in my account. I never received my refund, today is 07/26/2022. I have contacted Sesame Place numerous times and there has been no resolution.

  Business response

  08/08/2022

  Hi *******, 

  Please check your personal email account to continue this correspondence. 

  Thank you

  Customer response

  08/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *******************************
  Sesame Place is basically playing games, they never gave me a refund so in turn I opened a dispute with my credit union. 
  Now my credit union is saying Sesame Place is saying I used the Cabana which is not true. Hence the refund receipt attached. There is a lot of back and forth going on in this situation and as the customer I just want my refund of $529.00. I don't care who resolves the issue (BBB, ****, or Sesame Place), I canceled a booking and I want the refund that is owed to me. Basically Sesame Place is stealing from me and this is unlawful. Why would I have a refund receipt if I am jot supposed to receive a refund? Also, lets be clear the park would never give a refund for that amount in person, especially if the original payment was through debit card. I want my money. I attached the receipt again. There should be a paper trail as well with Sesame Place of no refund, please do the research. 
  

  Business response

  08/12/2022

  Hi *******, 

  Please check your personal email account regarding the resolution. 

  Thank you

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 3rd, My husband and I took our 4 kids, ages 19 months, 7,7, & 9, as well as my 80 year old mom to Sesame Place. I am a Platinum Member who is suppose to have 6 guest tickets, which I did not. I had to pay full price for the tickets. It was hot, so I ended up paying for a Cabana which was $1000.00, the attendant in the Cabana area near Count's playground was very helpful and very nice. Which helped with the aggravation of the guest tickets. However we finished the day and sat down in the member area to watch the parade. I sat down, had all the kids sit down, my toddler was sitting on my lap. They were very excited, it was hot and the sun was still out and beating down. But we were patiently waiting. When a attendant comes by and states that we need to move, I explain I am a Platinum Member and she tells me that my membership only covers me, the kids have to move. So my option is I stay and watch the parade in the member area, and I move my young kids somewhere else because my membership only covers me, or I get a Platinum member for each kid. First you don't give me all of my guest tickets, Second, I pay 1000.00 for a Cabana and Third, now I am being kicked out of a member area because I haven't spent enough money. Not to mention I am still paying on the membership. Needless to say I was completely disgusted, my kids were upset, I was upset, and we never want to go back to sesame place again but now I am stuck with the membership payment to a park that all they seem to be interested in is money, why bother offering a membership just charge 200 a ticket. The park is not that big, they charge for the parking, entry fee, pictures, meals, rental lockers, cabanas, strollers, and you have additional fees if you sit in the area of the parade. Sesame Place is not the place where I wanted to pay this much money for, it is not ************.

  Business response

  07/26/2022

  Hi *****, 

  Please check your personal email account to continue this correspondence. 

  Thank you

• Initial Complaint

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased tickets for my son's birthday on July 24th, 2022. However, I went into early active labor so now I am in the hospital being monitored and will not make it. I am on bed rest for the next three months of my pregnancy. I called Sesame Place and told them of my situation and the best offer was they can hold my tickets for up to a year. Three months of bed rest from complications and then wait another six months after the baby is born to go out maybe. I can't say if we will even be able to get there in that time frame due to the shift in our situation. We have to take into account a lot of factors. We have no one to transfer the tickets to. So we just requested our money back. This is a situation that is out of our hands/control.

  Business response

  07/25/2022

  Hi *******, 

  Please check  your personal email account to continue this correspondence. 

  Thank you

  Customer response

  07/25/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I have checked my personal email and there is no response. I also checked the spam/junk folder and did not find any correspondence. 
  
  Regards,
  ***************************
  

  Business response

  07/26/2022

  Hi *******, 

  The email was sent yesterday at 2:30pm. We have received your response to the email and will continue correspondence through email.

  Thank you

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 3 season passes for my family and I. Upon visiting the park we had issued from the beginning. Not only with entering the park but with food quality and staff. My children and I received undercooked food, chicken which is extremely dangerous. We also purchased a funnel cake that was still oozing from being undercooked. When seeking help with getting refunded we were told they cannot do that. When asking to see w manager I was simply told "no". My children received face paint in which I was told could be touched up after the water rides. When arriving back for a touch up we were told "we don't have enough time". On top of this my children witnessed employees smoking marijuana INSIDE the park which sparked a ton of questions from my 7 and 9 year old. I cannot believe I paid almost $400 for an experience like this! We have had season passes to this park since my children have been old enough to walk. This completely ruined our experience. Even my children explained they did not want to return. How sad.

  Business response

  07/26/2022

  *********************, 

  We apologize for your recent visit. Please check  your personal email account to continue this correspondence. 

  Thank you 

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/26/22, my wife purchased the Build Your Own package on the company website. This Build Your Own package was advertised on another website in the form of an advertisement. We clicked on the ad, and it brought us directly to the page where you can enter dates, etc. After entering the dates for our reservation, you're brought to a new page in which at the top of the page it clearly states "traveler Price for all guests includes Theme Park Admission*, Package ********************************* and Taxes and Fees." We get to the park only to realize that our park tickets were not included. We were not expecting to pay these extra fees, as we were under the impression that these were included. We drove 4.5 hours here with another set of our family, whom booked the same time as us, only to find out that the tickets were not included. Additionally, the staff at Sesame were very rude and unpolite in handling this matter. They advised "this happens all the time". This is very misleading to customers and Sesame place should refund us our money we paid for additional tickets and should revise their website because this is clearly false advertisement. Link: ********************************************************************** * called to complain about this matter to Supervisor ********, who was not helpful one bit. He did not offer any helpful suggestions for this matter, and advised that there was nothing that he could do. He was rude and lacked customer service skills. Our family travels quite a bit and we've never experienced this type of treatment from an Amusement park. I do not recommend this park and we are demanding refunds for the extra expense we had to incur due to the false advertisement.

  Business response

  07/22/2022

   

  Hi *******, 

   

  We apologize for  your recent visit. Please check your personal email account to continue this correspondence. 

   

  Thank you.

  Customer response

  07/26/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:you did not respond to this request as you indicated. We did not receive any correspondence via email regarding this matter.
  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

  Customer response

  08/12/2022

  
   Complaint: ********
  
  I am rejecting this response because:
  
  Complaint is in regards to previously filed. Re: Complaint ID ********; Sesame Place The company began responding to my emails, and then stopped responding once we started getting to a resolution. Therefore, this still remains an issue.. Complaint: On 5/26/22, my wife purchased the Build Your Own package on the company website. This Build Your Own package was advertised on another website in the form of an advertisement. We clicked on the ad, and it brought us directly to the page where you can enter dates, etc. After entering the dates for our reservation, you're brought to a new page in which at the top of the page it clearly states "traveler Price for all guests includes Theme Park Admission*, Package Benefits, Tickets & Extras, Hotel and Taxes and Fees." We get to the park only to realize that our park tickets were not included. We were not expecting to pay these extra fees, as we were under the impression that these were included. We drove 4.5 hours here with another set of our family, whom booked the same time as us, only to find out that the tickets were not included. Additionally, the staff at Sesame were very rude and un-polite in handling this matter. They advised "this happens all the time". This is very misleading to customers and Sesame place should refund us our money we paid for additional tickets and should revise their website because this is clearly false advertisement. Link: ********************************************************************** I called to complain about this matter to Supervisor Theodore, who was not helpful one bit. He did not offer any helpful suggestions for this matter, and advised that there was nothing that he could do. He was rude and lacked customer service skills. Our family travels quite a bit and we've never experienced this type of treatment from an Amusement park. I do not recommend this park and we are demanding refunds for the extra expense we had to incur due to the false advertisement.
  Regards,
  
  ******* ********
  
  
  
  
  
  
  
  
  

  Business response

  08/12/2022

  Hi *******,

   

  We are in the process of helping resolve this issue and have had an influx of guest emails. We are working as quickly as possible to assist each guest. We are still waiting for information that was requested to help with this process. Please refer back to the email sent on August 1st and provide the information requested. Unfortunately, the bank statement provided does not contain all of the information that was requested. Since  you do not have a receipt to provide we will need to search for your transaction and still require additional information. 

   

  Thank you

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 17, 2021 I purchased 3 tickets and a parking pass for Sesame Place for my family and I to visit the park on 8/16/2021. My mom caught covid and my family and I had direct contact to her so thinking I was doing the right thing I call customer service for a refund to help stop the spread as I knew we would be around crowds of people. I was told by the representative that there were no refunds and that I had 1 year to exchange my tickets for another date but if the price was higher then I would have to pay the price difference. After 2 weeks of quarantining it was time for my son to start school again leaving just the weekend at a much higher ticket price than what I paid for. Frustrated I decided to wait for another opportunity to take my son to Sesame Place where he can get on both rides and in the water like we had planned. For the past few days, almost a year later, I've been trying to call Sesame Place using the number on their website for someone to help me book a new date. The phone constantly rings and no one picks up. I've been left waiting for 40mins for someone to answer the phone. I've also click into their "chat" option waiting for an ambassador to respond with no response. Please just refund me my money back of $163.36. I can provide a confirmation number as well. Honestly this has been such a nightmare.

  Business response

  07/06/2022

  Hi *******, 

  We apologize for your current frustrations. Please check your personal email account to continue this correspondence. 

  Thank you. 

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a season past via ***** but when I went to use it was told it was for pa not ca so they attempted to refund my money. I paid ***** in full. They only refunded me 78.47 they still owe me 2 more payments of 78.47. I was told to call ************. Which I did for a wk straight and long holds over an hour then they hang up no one answer I emailed was told to call. All I want is my money fefunded order # ***************

  Business response

  06/28/2022

   

  Hi ********, 

  Please check your personal email account to continue this correspondence. 

  Thank you.

  Customer response

  06/30/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We visited Sesame Place in Langhorne on June 5, 2022. One of the rides (Honker Dinger) was closed in the morning. The Blast Off ride malfunctioned and was closed while we were in line and then opened 20 minutes later. The Flyin Fish ride malfunctioned while my kids were on it and they were brought down. The Peek-A-Bug ride was closed for the first 60-90 minutes when the park opened. When they finally were about to open it, we got in line. The guy who was running the ride told us he needed to train a couple of new employees so he needed a couple of minutes. We waited almost 15 minutes in line for them to get trained. Absolutely ridiculous!

  Business response

  06/08/2022

  Hi ****, 

  Thank you for your message. Please check your personal email box to continue our correspondence. 

  Thank you.

  Customer response

  06/08/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because I do not have any email from them in my email.

  Regards,
  
  **********************

  Business response

  06/09/2022

  Hi ****, 

  An email was sent to you yesterday at 4:27pm to the email address on file here. The email would have come from SPL Guest Comments, please also check your spam folder. If you still do not see an email, please send your order number to [email protected] for further assistance. 

  Thank you. 

*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. ↩