ComplaintsforSesame Place

• Initial Complaint

  09/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We visited on July 30, I have made several attempts to speak to a supervisor via phone, e-mail and even mailed letters, but have been unsuccessful. We visited shortly after they quit requiring pre-sale tickets and weren't limiting capacity. They were way overcrowded, park was nonfunctional. Attractions/food stands were closed, but couldn't get through what was open. Asked a couple of employees questions, they didn't know the answer, etc, was mis-informed about season pass benefits. They were not equipped to handle the crowd they allowed, waste of time and money, false advertisement. My daughter didnt get to ride anything in the kiddie section, we barely got to do anything. The littlest of water slides had a ridiculous wait, stood in line 25 minutes and didnt get halfway through. Carousel was over a 30 minute wait. We stay til close at parks but we did not, my kids were asking to leave. At 6 they closed water section, food lines were over 40 minutes, want to speak to someone at park.

  Business response

  10/02/2021

  Good Afternoon,

           We apologize that your visit was not what you expected. We want to make sure you have a fun and enjoyable visit at our park. According to our records, you used four of your Guest passes on 7/31/2021.  We can offer four return tickets for your Guests to use for the remainder of the 2021 season. We can set these tickets up where you are able to pick them up at the park on your next visit. If you are interested in the return tickets, please respond to this message and we will get them set up for you.

  Thank You,

  *******

  Customer response

  10/05/2021

  [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.  I also have a receipt for one more ticket we purchased and used that day that I would like replaced.  There was also a $10 credit that expired, that I was misinformed about while in the park.  I do appreciate the response and attention, this is what I was trying to do from the start.  I wanted to give the park a second chance this year and hopefully we were just there on a bad day.  Please advise what I need to do about the additional ticket.
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had booked a vaca package for 3/31/21 including hotel, 3 one day passes, along with some in park upgrades. The total cost was $298.98 and my reservation number is ********. I attempted to cancel my reservation 72+hours in advance to avoid late fees, however, when calling their cust service multiple times it would leave you waiting on hold for 30 minutes and then go to v-mail. I left several vmails, but never got a return call. I also sent an email to their address on the website, no response. They also don't allow customers the ability to cancel via their website, so I was out of options. I also reached out to them via chat through their ******** page. I finally spoke with ***** from their California office who performed the research on my issue and validated that she can see I tried calling and located my voicemails. She assured me I would be getting a refund but I'm still waiting. After many follow ups, they are now suggesting I'm responsible for the hotel late fee.

  Business response

  09/10/2021

  Hi ******, 

  Please check your personal email account to continue this correspondence. 

  Thank you, 

  Brittany 

  Customer response

  09/10/2021

  [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

  08/24/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Sesame Place is engaging in blatantly unethical business practices by discontinuing popular perks on their season passes quietly on a year when no one would notice it. 2020 season passes were extended through 2021 with perks intact. 2021 passes had perks quietly removed. This would only impact new customers that were unaware of the old perks. Now that 2020 passes will be expiring soon, they are stating the old perks were phased out a year ago and the decision is final. I also find it convenient that free perks like ride again have been replaced by perks like 50% off magic que. They are clearly attempting to profit by rolling back perks and leveraging our kids emotions against parents.

  Business response

  09/01/2021

  Hi ********, 

  Thank you for your feedback. Season Pass benefits are subject to change from year to year. We also have all of the benefits posted for guests to view before purchasing a season pass. I do understand your frustration and will pass along your feedback to our corporate team. At this time, the 2022 season pass benefits will remain as is. 

  Thank you, 

  Brittany

  Business response

  09/05/2021

  Hello, 

  Please check your personal email account to continue our correspondence. 

  Thank you, 

  Brittany 

  Customer response

  09/06/2021

  [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

  08/17/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My family purchased 4 Bronze and 1 Silver season passes for 2020. Due to Covid, we were upset that we were not able to use the park. 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. However, with the current state of the variants of Covid 19, as well as having medically compromised family members, we are not able to attend the park in 2021. Which was a severe disappointment for our children. When I called 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. We have not used any season passes to date for 2020 or 2021 and believe we are due a full refund for 4 bronze and 1 silver season passes. i can provide the bar code numbers for passes.

  Customer response

  08/19/2021

  The company was able to issue a refund and resolve the issue.

• Initial Complaint

  08/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I Was Charged for service after I was told over the phone on June 25th that I didn't have a remaining balance & that I was paid up and NOTHING would come out of my account.. June 26th I received a pending amount of $134.82 in my bank account, I Called back on the 27th and spoke to a representative that told me that the person I talked to on the 25th was mistaken & not to worry that she will freeze the account so the pending transaction wouldn't go through, On the 28th The money was taking out of my account, I called Sesame Place to complain & they told me the Reps I talked to Both gave me the wrong information & that I wouldn't receive a refund, When asked how can 2 reps be wrong on 2 separate days I was told they will be retrained & that I would have to Dispute the Transaction because they don't give refunds over the phone...I Have Screen shots of the phone calls & passes

  Business response

  08/26/2021

  Hi *******,

  I apologize for your current frustrations. Can you please email me directly, ***************************************** with the barcode of the season pass you are referring to?

  Thank you, 

  Brittany 

• Initial Complaint

  07/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  7/23/2019 order number *************** Sesame Place 2020 Gold Pass was told on 5/28/2021 that I have 4 guess pass in my accounts. the pass were extended due to the pandemic. However on 7/28/2021 the rep no longer see the guess pass. The rep on 7/28/2021 said the the guess pass expires 1/2022 but cannot see the guess pass anymore. Please reinstate the 4 guess pass so I can book the tickets.

  Order # *************** The guest passes from the Season pass was extended due to pandemic Called at end of May 2021 and was told I have four guest passes in my account. However on 7/28/2021 the guest passes disappeared to the account. The rep on the phone verified I should have them and that they should expire Jan 2022. Please fix this issue by putting the guest passes back in the account. Thanks.

  Business response

  08/17/2021

  Hi ****, 

  Can you please send the active barcode of the season pass you are referencing to *******************@sesameplace.com so I can assist you further?

  Thank you, 

  Brittany 

*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. ↩