ComplaintsforGraceland - Elvis Presley's Home

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Very run down and overpriced. There is no actual tour. Spent time waiting in lines to get on the bus and to get back standing in extreme heat. ******* is mainly closed out and you can only see downstairs area. Pathways are narrow and crowded. Airplane is dangerously hot inside and once you are in, you are trapped there between people. Very unsafe. No plan on where to go to see exhibitions. Staff is nice and friendly but not professional. Family is just making money on silly visitors. Zero healthy food options or options for people with allergies.

  Business response

  06/10/2024

  We are very sorry you were unhappy with your experience with us.  We get many compliments on the tour and our site as many guests do not realize our property is more than just a tour at the mansion but also includes ******* sq ft of exhibits at our plaza.  We understand that weather can be a factor in the tour going to and from the mansion, but the plaza allows you to move within it enclosed climate controlled areas due to these factors.

  Due to the mansion being a historical landmark we have kept it the same and authentic and we have had 20+ million guests visit with us and navigate the structure and are sorry you had issue with it. 

  I am sorry the planes felt overcrowded, and the temperature were warm, and we will follow up with our staff to keep better monitoring of this attraction due to the nature of the tour there.  The exhibits in our plaza are self-guided but lead from location to location.  I am sorry if you were confused and did not seek assistance from our staff.

  In our food and beverage operations we do have some offering of a healthy nature and have added in items gluten free, etc.  In addition to the options at Graceland many guests also take advantage of our shuttles over to our hotel and will also find offerings there if looking for more of a variety of items to eat.

  We appreciate you bringing these items to our attention, and we will share with our department management.

  Sincerely

  ***************************

  VP Operations/GM

  3734 Elvis Presley Blvd

  Memphis TN 38116

  ************

  Customer response

  06/10/2024

   
  Complaint: 21738386
  
  I am rejecting this response because: the service I was chat for and service advertised was not provided. I need full refund.
  
  Sincerely,
  
  ***********************

  Business response

  06/10/2024

  We feel we provide the services advertised and based on the number of guests who visit with us that many of this guests complaints were extreme.  We provided a tour experience which is what was paid for and while we can't control weather issues like heat and cold we do our best to keep our guests comfortable while visiting with us.

  We do not feel that a refund is in order for this complaint.

  Sincerely,

  ***************************

  VP Operations/GM

  Elvis Presley Enterprises, Inc

  3734 Elvis Presley Blvd

  Memphis TN 38116

  ************

  Business response

  06/11/2024

  We feel we provide the services advertised and based on the number of guests who visit with us that many of this guests complaints were extreme.  We provided a tour experience which is what was paid for and while we can't control weather issues like heat and cold we do our best to keep our guests comfortable while visiting with us.
  
  We do not feel that a refund is in order for this complaint.
  
  Sincerely,
  
  ***************************
  
  VP Operations/GM
  
  Elvis Presley Enterprises, Inc
  
  3734 Elvis Presley Blvd
  
  ****************
  
  ************

  Customer response

  06/11/2024

   
  Complaint: 21738386
  
  I am rejecting this response because:company did not provide a proper tour.
  
  Sincerely,
  
  ***********************

  Business response

  06/14/2024

  Based on the complaint we wish to stand by our last response and believe a tour was provided as advertised and no refund is in order in this case.

  Sincerely

  ***************************

  VP Operations/GM

  Elvis Presley Enterprises, Inc.

  Customer response

  06/14/2024

   
  Complaint: 21738386
  
  I am rejecting this response because: the company does not provide proper service. The adverticement is very misleading, property is ran down, and staff is not professional. There is no tour. You can redefine it any way you want but tour is a tour and what you offer is NOT a tour. You simply exploit the leftovers.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased tickets to Graceland but my sister and I were both sick. I called prior to the day of the Christmas tour but was told there were no refunds but we could use the tickets at some future date. Both of us are seniors and we do not expect to ever visit Graceland due to our health. There is no reason why Graceland cannot refund ***********. We cancelled *********** to ********* and **************** and both gave us refunds without any problem. Order # *******, tour date 12/17/22.

  Business response

  04/04/2024

  Thank you for reaching out to us about your situation and not being available to visit with us.  We will have one of our staff reach out to your email and/or phone and offer a suggestion based on your request.  We are in hopes you will find it satisfactory in light of you not being able to make it to *******.
  
  Again we appreciate you reaching out to ** and giving ** an opportunity to assist.
  
  Sincerely,
  
  ***************************| Vice President of Operations/General Manager
  Elvis Presley Enterprises, **** | Graceland
  3734 Elvis Presley Blvd. | *******, ** 38116
  Phone: ************ l Fax: ************ | ***********************************
  www.Graceland.com ********* @VisitGraceland | ********* Elvis Presleys Graceland
  

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Graceland was a disgrace and a waste of money. We purchased 4 tickets, totaling $325. When we arrived we were met with broken, turned off, and unkempt displays, leading to great disappointment. Among them were the Interactive experiences including the golf cart tour, the movie poster interactive display, the album cover interactive display, the elvis suit interactive display, both elvis VR serenades, the LED dance floor quiz, the other interactive game, and more. None worked. The ones that did sent phots sent "?" with no images attached.Throughout the museum many displays relied on TVs. 80% of the tvs were off, the others had sound turned off. Turned off tvs included through the entire museum facility, in the planes, and in **************.The buildings were filthy, with overflowing trash cans, spilled beverages, and not a single clean table in the diner. The walls were very generously decorated with TVS showing white fuzz. The ice machine was overflowing onto the floor,When out 3:15 tour arrived, we found out that the time didn't matter, we were surrounded by other people with past and future tour times including a 2:00, a 3:30 and even an 11:00. After a wait, we sat in a hot room for 20 minutes waiting to see a video. We were given ipads. Of the 4 ipad headphone combos, 0 fully worked. Headphones had shorts or just didn't play, even after switching, I had to do the tour with only 1 ear working. items in the house were broken and dusty, including the basement room.I complained to 2 people in person, and literally got no response, not an im sorry, not a talk to this person just a lost expression and a ill look into itI did email Graceland asking for a refund and this was their response. Were sorry that the experience did not live up to our standards or what our guest standards are. We are looking into all areas you addressed in your email and hope to someday see you back here at Graceland so that we can change your tour experience.

  Business response

  01/09/2024

  Thank you for sharing about your experience here.  We are following up as mentioned when you emailed with various departments with the issues you shared with us.  We would be happy to provide you with a certificate to visit with us again that you could use in the next 12 months.  Please let us know and we will process a certificate and just confirm your contact information and address.

  Again, thank you for sharing with **.

  Sincerely,

  ***************************

  Elvis Presley Enterprises, Inc

  3734 Elvis Presley Blvd

  ******* ** 38116

  ************

  Customer response

  01/09/2024

   
  Complaint: 21097260
  
  I am rejecting this response because: Another trip is not a fix to the situation. I want a refund.  Things should have been functional and open the first time we were there. You had plenty of opportunity to warn customers about displays being closed, technical difficulties, or other situations. Signs, website, or social media updates would have been plenty sufficient. Thing's could have been done when we complained in person, they were  pushed aside. We could have been presented with working headphones when asked, they could not be produced. we were even told we "didnt need them" and the experience would be "the same without them." which is obviously not true. 

  The experience was miserable the first time and we will not be back. It is 7 hours away. My elderly mother, a life long Elvis fan, said the whole debacle was a " despicable money grab using Elvis' name" and will not return. Truly shameful that you will not give a refund, especially with the documented/photographic proof of the situations.
  
  Sincerely,
  
  ***************************

  Business response

  01/10/2024

  We will have our reservation staff contact you to resolve this issue.  Thank you.

  ***************************

  VP of Operations/GM

  Elvis Presley Enterprises Inc.

  3734 Elvis Presley Blvd

  ******* ** 38116

  ************

   

• Initial Complaint

  12/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  October 28th, I purchased a sweatshirt online. For reference, I had previously purchased another sweatshirt in the same size (M) as the order in October. So I was pretty surprised when I opened the package of the new medium sweatshirt to find it was the size of an xl plus - you could fit two people in it. Clearly defective. I contacted Graceland (with pics) they shared that I could return it but they would not provide a return label except for their reasons listed (one of which is defective merchandise!). But I was not going to receive a return label. Which is utter nonsense and appears to be a common practice of theirs, based on other reviews here. They appear to send out a lot of defective merchandise and then its the customers problem. I decided to do a chargeback with our cc so they could address this issue. We even told them, we werent looking for the whole amount. We would return the sweatshirt, we just wanted a return label or refund for shipping. Well, the bank was taking forever to investigate the claim so we didnt want to miss the return window, so we returned the item on our own expense. AND we closed out the chargeback. Currently, Graceland has received the defective sweatshirt, we have sent them evidence of the chargeback being CLOSED and all they are doing now is sending me emails that I have to close the chargeback. Plus, whenever we call to find out what the problem is now, we get shuffled to a voicemail box that does not return calls, just the same email. This has been going on for two months now! At this point, this is theft as they have my money and the merchandise.

  Business response

  01/09/2024

  First,  I apologize for the delay in my response as I had a death in my family was out of the office until 1-8-24.  I followed up in with our merchandise team when we first received on ***** and learned the following.

  When contacted we were not told that the item was defective but that it did not fit.  Our policy is not to supply return labels on items that do not fit.  We did receive the item back but have not been able to process the return due to the chargeback that was filed with their bank.  Our system prevents us from processing until that is cleared.  We understand they are trying now to reverse the chargeback from their bank but to date we have not received word from the bank that it has cleared it therefore the charge back is still applied to this order.  Once the chargeback is resolved we can process the return.

  If the guest has info that can be shared that this has been cleared and we can see that it has been reported to our system we can process the refund.

  Sincerely,

  ***************************

  VP Operations/ GM

  3734 Elvis Presley Blvd

  ******* ** 38116

  ************

  Customer response

  01/09/2024

   
  Complaint: 21046819
  
  I am rejecting this response because:

  firstly, the item is clearly defective and they know that.  When you send a sweatshirt that is supposed to be a size medium that can fit a 300 pound person, it is more than it just doesnt fit, it was made incorrectly.  And compared to the other sweatshirt I bought in the SAME size (pictures were sent to Graceland), it would be obvious by anyone. 

  As for the chargeback, Graceland knows that its been reversed and not only have I contacted them before the end of the year but also has ********* from the credit card used.  going to a funeral on the 8th, while sad, has nothing to do with the fact that from at least the middle of December we have told them the chargeback was reversed AND sent documentation.
  

  we have continued to call with no response. If only one person is able to do the credit but theyve been at a funeral, they need to revisit their business practices to allow more than one person to complete this transaction.
  

  the bottom line is this company is either fradulent in their practices or the people there are just dumb.  from what I see here on BBB, Im guessing 50/50.

  so in conclusion, we arent sure what else we are supposed to do besides drive you to our bank and introduce you to our banker so he can show you in person the reverse of the chargeback? Let me know.

  Sincerely,
  
  ***********************

  Business response

  01/09/2024

  After speaking again with our Merchandise team here is what is needed.  ******** has to notify the credit card company of the reversal who notifies our credit card processor and we cant issue a refund until that is done.  We have not received any notification from the credit card company via our processer that this has been resolved so we cant issue the refund until that is done.  As soon as that is done we can proceed with the refund.  Thank you.

   

  ***************************

  VP Operations/GM

  Elvis Presley Enterprises, Inc.

  3734 Elvis Presley Blvd

  ******* ** 38116

  ************

  Customer response

  01/10/2024

   
  Complaint: 21046819
  
  I am rejecting this response because

  Again, our banker not only sent an email confirming that the chargeback was reversed but also attempted to call and as is typical for Graceland, got nowhere with your end (see below)  what should be done is: credit our account and then figure out what your problem is on your end.  I should not have to wait ** you all dont know what you are doing.  
  

  Also, you cant have it both ways, tell me to have our bank call to confirm that the chargeback is reversed and when he does, not work with him. 

  Bill-
  
  I have not received a reply to the email I sent last week. I called the number I found on the Graceland website, and was transferred to multiple representatives for the Graceland Official Store, which did not lead anywhere as I am a 3rd party in their eyes. 
  
  *****************************
  AVP | ******************************************************** | ******* Metro Market

  Sincerely,
  
  ***********************

  Business response

  01/12/2024

  After several emails over the last ***** hours with ****************** requesting specific info for our credit card processor the refund was finalized this morning at 8:52 AM per our Merchandise team.  Our system shows an email was sent advising the customer of this refund.

  We appreciate ****************** sending the documentation to get this finalized.

  Thanks,

  ***************************
  VP Operations/GM

  Elvis Presley Enterprises, Inc.

  3734 Elvis Presley Blvd

  ******* ** 38116

  ************

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently purchased several items online. When my order arrived the mug was cracked. I called customer service who said I need to send and email with images and whether I would like a refund or replacement. I did just that and clearly stated I wanted a replacement. I received an email from ***************************** stating a refund was issued. I did not want a refund because then I would have to purchase again and pay more shipping. I called several time and left voicemails and sent several emails. She responded one time w a 20 percent discount code which would not come even close to covering the shipping charges. She continues to respond to my emails or voicemails.

  Business response

  12/04/2023

  We are so sorry to hear one of your items was damaged when it arrived via mail order.  ************************** was in touch last week with the customer and offered to assist with her request and assisted with shipping.  We believe this situation has been resolved.  Thank you for letting ** know.

  Sincerely,

  ***************************
  VP Operations/GM

  Elvis Presley Enterprises, Inc.

  3734 Elvis Presley Blvd

  ******* ** 38116

  ************

  Customer response

  12/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  They provided me with free shipping .

  
  Sincerely,
  
  *****************************

  34241 ************

  *********, ** 33525

  
  

• Initial Complaint

  11/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a t-shirt from the online Graceland Official Store on November 7, 2023. I received the shirt on November 14. The stitching is coming off of the back of the collar. When I reported the defective item to the store, they replied the next day that I was to send photographic evidence, which I immediately did. Since then, I have not heard back from the store. I have called twice to ensure that they received the email and to inquire as to why I haven't received my refund. The agent keeps telling me that my request will go to the refunds department, yet no one contacts me. Here is my invoice #S148704. The King has indeed left the building.

  Business response

  11/21/2023

  Dear ************ - We received your message about the item you purchased.  It appears it has two loose threads on the collar from photo that was shared.  We will send a return label and once we receive the shirt we can issue a refund for the shirt but as stated the shipping charges are non-refundable.  We apologize for the delay as that week we were in the middle of opening a new shop/gallery on site along with our Christmas Lighting.

  Sincerely,

  ***************************

  VP of Operations/General Manager

  Elvis Presley Enterprises, Inc

  3734 Elvis Presley Blvd

  ******* ** 38116

  Customer response

  11/21/2023

   
  Complaint: 20897378
  
  I am rejecting this response because the merchant claims that shipping is non-refundable. I am not paying shipping for a defective item; this request is unreasonable. 
  
  Sincerely,
  
  *********************

  Business response

  12/06/2023

  I have confirmed with our ********************** that they did send a return label for shipping to ************ and once the shirt is returned to us we will issue a refund for it.  This was sent on 11-21-23.  We would hope this would be satisfactory to him.  

  Sincerely,

  ***************************

  VP Operations/GM

  Elvis Presley Enterprises, Inc

  3734 Elvis Presley Blvd

  ******* ** 38116

  ************

  Customer response

  12/06/2023

   
  Complaint: 20897378
  
  I am rejecting this response because: on 11-21-23 the seller stated, the shipping charges are non-refundable. The seller needs to confirm that I will receive a full refund including shipping since the item is damaged. 

  Sincerely,
  
  *********************

• Initial Complaint

  07/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently stayed at Gracelands guest house and took a tour of Graceland. It was an amazing tour but they didnt have the necklace I had seen online. After getting home I placed an order for that, some perfume and a beach towel. I never received the item. I filed a complaint and contacted them multiple times about my items not having been received. I did provide them with my police report number. I informed them I was told to reach out to the Graceland store by the police department as well as the **** because my items had been stolen. Even my leasing office was looking into it and the manager of the **** came out to talk with them. After waiting a few weeks to hear back, I got an email from the Graceland store just saying the package shows delivered. You have to check with your local post office. I already stated on the phone and in multiple emails that I already did that. Instead of just sending me the items and putting in the directions to leave it with my leasing office instead of out in the open they are doing nothing. I just got back from spending considerable money for the trip of a lifetime as I am a third generation Elvis fan. I felt that this was handled unfairly as I have no control over the post office leaving my package out where anyone can take it. I am completely disappointed that business is handled this way after how amazing everyone was that I spoke to while I was there in person. I guess people in apartments cant order online from their store. ****** learned.

  Business response

  07/05/2023

  We are sorry was package was taken and you were correct to do a police report.  You might check to see if you have any insurance coverage which might cover the cost of the missing package.  As shared our policy is that we are not responsible for orders that track as delivered and is posted at check out and in the FAQs as noted below.  This order tracks as delivered. We are sorry that your package may have been stolen after delivered.  If you choose to re-order we would request you provide where to have the package left in hopes you will receive it this time.  Thank you for your kind words about your visit here with us. 

  Sincerely,

  *************************; VP of Operations/ General Manager

  Elvis Presley Enterprises, Inc.

  
  At check out:

  
  In FAQs
  

  When Will My Order be Processed? Orders are shipped during business hours Monday - Friday.
  Most in-stock orders will be processed and shipped within 3-5 business days.
  US orders with an express shipping method **** Next Day Air) - placed prior to 9 AM CST Monday - Friday will be processed and shipped the same day. Orders placed after 9 AM CST will go out the following business day via express shipping method.  All shipping methods are not guaranteed during weather related events.   Please note:Priority Mail is not an express shipping method and shipping days are estimates, not guarantees.
  We are not responsible for shipments with incorrect addresses provided by the customer. We are not responsible for refunding or replacing shipments for packages shown as delivered. 
  Orders that include pre-order items will not ship until the pre-order items are available--to avoid shipping delays please order pre-order items separately from in-stock items.
  Pre-order items with different estimated ship dates should also be placed on separate orders.
  In stock items included on orders with pre-order items may no longer be available at time of pre-order shippingto avoid cancellations, in stock items should be included on a separate order.

  
  Please note the following:
  All new orders are subject to address and billing verification.
  Some orders, regardless of shipping method, are placed on hold if the customer information does not allow authorization.
  We are unable to cancel, change, or make any edits to an order once  placed.
  UPS, **** and ********************** shipping days are estimates, not guarantees. International shipments please allow 4-6 weeks delivery time.
  Elvis Presley Enterprises reserves the right to cancel an order at any time. If your order is cancelled any funds collected will be returned.

  Customer response

  07/06/2023

   
  Complaint: 20273256
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered tickets for the Elvis experience tour and just went. Let me tell you, everyone was rude. I paid extra for the planes. They didnt even check to see if anyone purchased tickets for the planes. Everyone got on. This was our birthday trip and had a miserable time. I want my money back I paid for the tickets and insiders program. Order number *******. This was the worst tour I have experienced. NeverMind the rude employees around every corner. We can tell they hate their job. Very disappointing. I get it people have bad days. But EVERYONE just didnt seem like they cared about anything. In the plane the lady was just laid back playing on her phone not checking to see if anyone paid to even see the planes. Got yelled at by employees for walking too far out because there was no direction on what to do.

  Business response

  06/12/2023

  We were able to investigate this complaint and have learned our ticketing staff did contact the guests and has resolved the issue over the weekend.   We appreciate getting this information to allow us follow up with our staff and department management.  Thank you.

  Sincerely,

  ***************************

  VP Operations/ General Manager

  Elvis Presley Enterprises, Inc.

  3734 Elvis Presley Blvd.

  ******* ** 38116

  ************

   

• Initial Complaint

  04/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On date 15th of April, order number ******* for 3 Elvis experience + plane.The unavailability of I pad as your equipment dont let us to enjoy deeply the tour. A partial refound of the ticket for the lack in service that causes our non complete understanding of the history is appreciated.

  Business response

  04/24/2023

  Dear ********* We have reviewed the complaint and are so sorry **************** (ID ********* were unable to take the IPad tour of the mansion property due to an inventory issue.  Our ticket office staff has issued a partial refund for the mansion portion of the ticket to be processed today to her credit card. We appreciate her letting us know of her issue and hope she will find this satisfactory.

  If you need anything else, please feel free to contact me.

  Sincerely

  ***************************

  VP Operations/ General Manager

  Elvis Presley Enterprises, Inc.

  ************

  Customer response

  04/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. Just a clarification, we are talking about the entrance of 3 people that suffer the same problem, so I intend the partial refund will be issued for the three tickets bought toghether.

  
  Sincerely,
  
  ***************************

  ********************************

  *******, ** 38305

  
  

  Business response

  05/02/2023

  Yes to confirm the partial refund will be for all the tickets on the order.  Thank you.

  *************************;

  VP Operations/GM

  Elvis Presley Enterprises, Inc.

  3734 Elvis Presley Blvd

  ******* ** 38116

  Business response

  05/02/2023

  Date Sent: 5/2/2023 11:21:03 AM
  

  Yes to confirm the partial refund will be for all the tickets on the order.  Thank you.

  ****** Gambill 

  VP Operations/GM

  Elvis Presley Enterprises, Inc.

  3734 Elvis Presley Blvd

  ******* ** 38116

  Customer response

  05/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ***************************

  *************** Dr ******************* ** 38305

  
  

• Initial Complaint

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a online purchase on the 14th July 2022 for some items totalling ****** including postage and packaging. I was aware it may take a while for the parcel to arrive and I was also aware I would have to pay customs charges when it did arrive. Mid August I started to chase the parcel because the goods were a birthday present for my partner and I was given a tracking number to try, i looked into this was passed over to royal mail here in ******* who told me the parcel had been returned to sender. I chased this again a few weeks later and was told it was stuck with customs at the other side and that the seller had to contact them to get it released and sent back to them, I informed Graceland of what I had been told. I have been chasing my refund for months now and still nothing, Royal Mail have now said the parcel must be missing and that Graceland need to claim the cost back from them.

  Business response

  12/12/2022

  After researching this complaint we found the following:

  This package was sent back to us because the guest did not pick it up.  We do not refund until we receive back the merchandise and we have not received this order back which she was communicated.  Today we went ahead and did a total refund.  We hope this will satisfy this guest.

  Thanks - ***************************

  Customer response

  12/12/2022

   
  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 because now that I have got you involved I am going to receive my refund. 
  However can I add and can I ask you to pass on to Graceland that if I had not got you involved I would not have received this because Royal Mail have accepted the parcel was lost and seen as Graceland kept ignoring my emails asking them to make a claim to Royal Mail for the cost of the goods I dont see how a solution was ever going to be found. I would have been kept waiting forever for the refund when I was telling them the solution, I feel this is awful customer service and I am very disappointed especially when my partner and I were planning on visiting the store when we go to Graceland for our Honeymoon. 
  
  Sincerely,
  
  *********************************

*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. ↩