ComplaintsforSesame Place

• Initial Complaint

  04/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Booked a two day vacation package with parking for the 4/23, and 4/24 like a month in advance. I live almost 3 hours away and I have two children one with autism. When we reached the hotel after a long drive they said they had No reservation for us to try back in a couple hours so we head out to sesame place upon arriving they said they had no parking for me in the system I had to pay 60.00 again.. after parking I had to go to customer service they said the computer was deleting vacation packages. So knowing this I knew there wouldn't be a reservation at the hotel. Upon arriving to the hotel after a long day they had no two day reservation she put one day through but couldn't do both I had to pay out of pocket for a second day. I am beyond angry and disappointed. Also only received a one day pass to the park so angry what's the point of booking in advance.. sesame place has yet to respond to me and has nothing to say that day !!!

  Business response

  05/24/2022

  Hi ******, 

  We apologize for your current frustrations. Can you please send your Vacation Package confirmation number and any additional order numbers to [email protected] for further assistance?

   

  
  

  Customer response

  06/20/2022

  [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’m still waiting on a refund and no one can tell me anything
  
  Regards,
  
  ****** *******  
  

  Business response

  06/23/2022

  Hi ******, 

  We have provided the latest update via email on 6/21. 

  Thank you

• Initial Complaint

  04/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi I am a season pass holder with 4 passes in my family. **************** my pass #. My recently complaint is that Each of My 2021 platinum pass for sesame included 6 free friends tickets. So I was given a total of 24 tickets to use by January 2 2022. By December 2021 I had 15 tickets left in my accounts to redeem. But when I went to redeem them all to use for friends and family of mines that was going to use it in the end of December 19 I was only allow to redeem 6 leaving me loose 9 of my tickets that I was entitled to. I don’t know why there was a stop in issuing my remaining tickets if I had only redeem a total of 15 tickets out of the 24 tickets. I was also additionalty charge extra month after i fully had paid my account on all my passes this was back in september of 2021. On 9/7/20 I went with my family to sesame. I had purchase a all day unlimited magic queue for all four of us to use on rides. in the past we my family would just walk up to the side of the ride honker dinger and we would know that when the next group of people go on the ride they would just skip us to the ride because of the wristband we pay extra money for. Also there was a Magic queue sign on 9/7/20 when we went for that ride. But what happen at first was the worker just kept letting everyone go and not telling us nothing at first. Than later on we ask the worker and he scream at us that we have to make the line just like everyone else. We explain we got the wristband and he didn’t seem to care. I even went to look for supervisor and they went ahead and claim that due to corona they not letting no one skip that ride and they went and cover the sign that said magic queue and gave us attitude to make the line just like the other customer. When I complaint to the main office about my experience I was told that even in the website it shows that ride was taken off the list. But than I went on the website and show them that it shows it is included that ride in the pass. Please read attachment

  Business response

  04/20/2022

  Hi ********,

  We apologize for your current frustrations. Please check your personal email to continue this correspondence with our Guest Correspondence Team. 

  Thank you, 

  Brittany

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased day passes to visit the park. The day before our visit, the chances of thunderstorms are 73% - a high probability. Since our guests are traveling from afar, we want to change the date of our visit (i.e. sunny day passes). There are two ways to obtain sunny day passes: 1. go to the park on the scheduled day and get rained out; 2. call the call center to reschedule. Since the first option is unreasonable for those traveling 2+hours to attend, I tried to use the call center. No one answers the phone. I've spent 5+ hours waiting on hold. I have requested at least 6 callbacks. No answer, no callback. Over email, customer service agents say that I can only do this over the phone or in person at the park on the rain day. They give me *** ****- **** as the contact to the call center. So, I'm going in circles. This is terrible service and I would like a resolution. Specifically, I want to reschedule my tickets - that's all. Not a big ask. Given the cost of tickets and parking, I'm not willing to just take the loss.

  Business response

  03/20/2022

   

  Hi ********,

   

  I apologize for your current frustrations. Can you please email your order number to me directly, ***************************************** for further assistance?

   

  Thank you,

  Brittany 

• Initial Complaint

  01/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing about a refund request. I booked a vacation package for 11/26/21 to 11/28/21. My 6 year old daughter tested positive for COVID on 11/24/21. I called that day as soon as I found out to cancel the vacation and Sesame Place told me I would only receive a partial refund. My daughter was in quarantine so we were unable to travel. Even if we were to go they said we would not be allowed in the park being positive for COVID and they could not give a full refund. I feel that based on this situation I should have received a full refund. I contacted Sesame Place multiple times about this injustice. My reservation number was ********.

  Business response

  02/14/2022

  Hi Katie, 

  Thank you for reaching out! Please check your personal email account to continue our correspondence. 

  Thank you, 

  Brittany

• Initial Complaint

  12/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi,I have purchased season passes from Sesame Place for every season for many years. On 08/13/2019 I purchased 4 season passes from Sesame Place for the 2020 season, 2 "silver" passes and 2 "bronze" passes for a total of $609.27 order # ***************. Then Covid19 hit and Sesame Place emailed me that they were closed due to the pandemic, and instead of giving me a refund they were upgrading the passes (bronze to silver, silver to gold) and changing them to the 2021 season. I was very understanding of the situation, and did not demand a refund even though I really needed the money.Fast forward to the 2021 summer season and Sesame Place opened but was NOT requiring guests to wear masks, in middle of a pandemic!!! I contacted them and explained that I have a child who is immunocompromised and it was not safe for my family to come to a place that doesn't require masks. I asked that they either refund my money, or simply change the passes to 2022. They refused saying they won't "extend" the passes. I responded explaining again that I was not asking them to "extend" my passes, I asked them to cancel the 2021 passes and give me 2022 passes instead, as hopefully it will be safe for my children by then. They refused again and then ignored my following email!!!I purchased passes for 2020 and they were unable to honor those, which I of course understand, but then they refused to give me passes my family could safely use instead, or to refund my money instead. I paid for 4 expensive passes that went to waste because of them. This is HORRIBLE customer service for my family who has spent THOUSANDS of dollars at this establishment for over a decade!! Please help me!

  Business response

  01/03/2022

  Hi *****, 

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

  Thank you, 

  Brittany 

• Initial Complaint

  12/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased our three 2020 season passes 1 gold and 2 Bronze right before Covid. I contacted Sesame Place and asked if I could put them on hold or get a refund when Covid hit as we have family members who are medically compromised and we would not be able to attend. I was told to wait as they would have a plan for how to open safely. We love Sesame place and have been season pass holders for years. We were happy to hear that our season passes would be extended to 2021 in the hopes we would be able to visit the park safely. However, Covid did not go away, several things with variants, staff shortages as well as having our medically compromised family members, made us not able to attend the park in 2020 or 2021. Now with the newest variant Omicron it has become clear we wont be able to go at all. When I contacted to receive a refund for our passes, i was told that it was against their policy to issue a refund. I do not feel that is right, considering we have been long term season pass members as well as initially taking them up on their offer to extend the park passes to 2021. These are unprecedented times and as We have not used any season passes to date for 2020 or 2021, we believe we are due a full refund for 2 bronze and 1 gold season passes. I can provide the bar code numbers for passes.

  Business response

  12/20/2021

  Hi ****, 

  I apologize for your current frustrations. Can you please send your barcodes to me directly, ********************@sesameplace.com. For further assistance?

  Thank you, 

  Brittany 

  Customer response

  01/04/2022

  I know you closed my complaint. it was resolved and I am satisfied.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have emailed the company for weeks about a reissue of tickets and my emails go unanswered for weeks, I have called to no avail as well. All I want is someone in charge to contact me.

  Business response

  10/10/2021

  Hello ******,

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

  Thank You,

  *******

• Initial Complaint

  10/05/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Good afternoon, I my name is ************************* and I am filing a complaint against Sesame Place. I was at the park with my 3 daughters on March 26, 2021 and we were there all day. I used my Seasonal passes and had no issues. I had to get us a hotel room across the street because we were there until closing; I do not drive and no Ubers were around to pick us up. Single mom of 3 and I did not want us traveling in the dark. So when we went back to the park back in June; I believe, we were denied access into the park. I was able to make reservations and everything using the same seasonal passes. I went to customer service and they proceeded to say that I owed a past due balance on the old seasonal passes and that they were canceled out. I told them that I did not receive any emails or phone calls and told them how I was there on 3/26/2021. They said that I should not have been allowed in. I recently got 3 new seasonal passes and they will not refund me my money back.

  Business response

  10/12/2021

  Hello *****.

   I apologize for the frustration with your Season Passes. The 2021 passes that you purchased using the ** Pay option were placed on a hold on 1/6/2021 and additional payments were never received which deactivated the passes. Due to the 2021 Season Pass account remaining delinquent, your 2022 Season Passes will remain inactive until the payments for the original account are brought up to date. 

  Thank You, 

  *******

  Business response

  11/11/2021

  We apologize for the frustrations with your account. At this point we have offered all we are able to do for this issue.

  If you would like to further discuss this issue, please contact me at *********************@sesameplace.com.

  Customer response

  11/11/2021

  [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

  10/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid for a PhotoKey where we are supposed to have access to pictures that we can download. I have tried numerous times to get the photos that we paid for, but am left with subpar customer service each time.

  Business response

  10/05/2021

  Hello *******,

  I apologize for your current frustrations. Can you please send your order number to me directly, ******************************************** so I can assist you further?

  Thanks,

  *******

  Customer response

  10/19/2021

  I have received a response from the company in question and am satisfied with the action they have taken.

  
  

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased tickets for Sesame Place early in 2021. My husband (the sole provider for my family) was laid off and I reached out to Sesame Place to request a refund. They do have a no refund policy. My complaint is not so much that they are unwilling to work with me on a resolution (I requested a partial refund) as much as I had asked to speak with a Manager/Supervisor and my request was denied multiple times. Once I was told to call the customer support line, but it is impossible to reach anyone through the support number and I have yet to receive a call back when I requested one through the customer support line. It seems very much that Sesame Place does not actually offer any form of support for their service. I have attached a copy/paste of the email conversation, as well as screenshots.

  Business response

  10/06/2021

  We will be refunding the entire purchase for this guest and apologize for our slow response.

*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. ↩