Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern, I am submitting this complaint regarding a defective product and an inability to reach customer service after visiting Dollywood on May 19, 2025. We purchased two adult tickets along with two TimeSaver Premium add-ons: Order Confirmation Number: 1005797406 Ticket Order AK: DLW.WKS119.250420.SAL799 Ticket Numbers: Admission: GTMR601KC06Q3ME05V450 and WTMR601KC06Q6YE05V451 TimeSaver Premium: RTMR601KC06QABE05V452 and ZTMR601KC06QDNE05V453 During our visit, I purchased a Dolly-themed souvenir mug labeled “dishwasher and microwave safe.” However, the first time I used it—simply pouring hot coffee into it—the mug split cleanly from top to bottom (see attached photos). This appears to be a manufacturing defect, as the mug was used exactly as intended and failed immediately. I attempted to contact Dollywood customer service, but the phone system offers no option to reach a representative and continually disconnected me. I am turning to the Better Business Bureau only because I could not find a direct and functional way to contact Dollywood’s customer service. I kindly request that Dollywood reach out to me to offer a replacement mug or another form of resolution. I am happy to provide additional information if needed.

  Business Response

  Date: 05/28/2025

  Thank you for contacting Dollywood. We apologize for the defection in the guest's souvenir mug. We have forwarded his information to our Merchandise department to arrange for a replacement.

  Customer Answer

  Date: 05/28/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23378013, and find that this resolution is satisfactory to me. I would be grateful if they would send me a replacement for the defective mug and I'm happy to return the defective one if they like. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:05/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to cancel my plans to visit Dollywood for health reasons. On May 8, I "successfully" canceled my reservation which in itself was far too difficult to accomplish due online. I did receive an automated response and have provided it as an attachment below. I have made almost daily attempts to make contact with a human to make sure that the reservation is in fact cancelled but it is IMPOSSIBLE to get through to customer support regardless of the day/time I have tried. I have collectively spent at LEAST four hours in call cues which makes me question if Dollywood is staffed to handle their business. Poor, poor customer service. I have disputed the charge with my bank since the refund should have been processed in a much more timely manner. BUYER BEWARE. Good luck with finding resolutions to issues you may experience with Dollywood. Check the reviews. They speak volumes.

  Business Response

  Date: 05/22/2025

  Thank you for contacting Dollywood. We have forwarded the guest's information to HeartSong Lodge and Resort to make sure the guest's reservation is refunded.

  Customer Answer

  Date: 06/03/2025

  I apologize for the lack of response on my part.  The links provided in your correspondence did not open anything for me on my Microsoft EDGE browser.  I finally downloaded Google Chrome and successfully reached your portal.

  I will review the information:

  o  The issue remains unresolved.

  o  The response that I received was that the complaint was forwarded to HeartSong Resort for resolution.

  o  I have been contacted by at least five different individuals from different phone numbers representing HeartSong via voicemail.  They are requesting that I provide me with the card number via telephone.  I steadfastly refuse to communicate my information in this way.  They have my information since they charged my card.  The issue needs to be escalated internally at HeartSong to a level of management that has visibility to my information.

  o  Goldman Sachs/Apple Card formally disputed the charge directly to HeartSong on May 22.  I am contacting them today to make them aware of the current unresolved status.

  Business Response

  Date: 06/07/2025

  Hello, 

  We will be reaching out directly to the guest, but we wanted to provide a little more information regarding the situation. We have been repeatedly trying to process his refund, but the way he canceled his reservation, it pulled the credit card off of the reservation. We have asked him to provide his card information so we can refund his reservation, but he is no longer accepting our calls. We do need his credit card number to be able to process his refund. If he would like to cancel his dispute and reach out to our resort directly with this information, we would be glad to take care of it.

  Thank you for giving us the opportunity to respond.

• Initial Complaint

  Date:05/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited Dollywood DreamMore resort January 31st- Feb 2nd with some friends. I checked out Feb 2nd to head home. Later that week I saw a charge for $280 and when I called the resort I was told that it was a pending/ holding charge to make sure my room payment went through and then the $280 would be dropped. I paid my half of the room already the day I came in (Jan. 31st) didn’t think anything of it. A week goes by and the payment went through and I didn’t get my money back. I called again and was told the charge was refunded or dropped on their part and was told to call my bank for a dispute. Did the dispute and my bank a month later said nothing was wrong with the charge after investigating. I called Dollywood again and they asked for my info and the persons name and info who the room was booked under. I was told the manager would call me back to talk. Instead that same day they called my friend who’s info was never asked for and told her they were charged($280) for destruction of the room (Birthday decorations) My friend and her boyfriend were in a different room then me and my other friend and because my friend and her boyfriend didn’t have the money on file for the charge they decided to charge my card for the destruction in someone else room. I was told that since the room was closed out that they couldn’t send me an invoice of the room or what card was charged. That is a fraudulent and unauthorized charge that I explained to the multiple people I had talked about so if I can please have help and get this disputed fairly.

  Business Response

  Date: 05/06/2025

  Thank you for contacting Dollywood. After reviewing the matter, we found that there was a clear violation of our non-smoking policy. As a result, the charge was appropriately applied and subsequently held by the guest's credit card company.

• Initial Complaint

  Date:01/07/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 2 silver season passes in 2033 for the 2024 season. Went to use them on december 20 and was told we couldn't use them because dollywood has a blackout period from december 15 to january 5. I had to turnaround and go home because they wanted me to buy 2 day passes at almost $100 each or 2025 season passes. I paid about $190 each for the 2 passes for nothing.

  Business Response

  Date: 01/08/2025

  Thank you for contacting Dollywood. We're very sorry that our guest did not understand the date restrictions on his Silver season passes. However, this information is posted prominently on our website. We have submitted a refund request for his unused 2024 Silver season passes. Unfortunately, the down payment portion is nonrefundable per the terms and conditions of the contract.

  Business Response

  Date: 03/20/2025

  We researched this further and found that this guest was refunded on 1/23/25 in the amount of $311.16. We would be happy to send him a copy of our records.

  Customer Answer

  Date: 03/21/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22779149, and find that this resolution is satisfactory to me.
  
  

  I did receive the refund.  Thank you Dollywood.

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

• Initial Complaint

  Date:11/26/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife spent $1,000 on preferred parking, general parking, 3 three day passes, 3 tasting passes, and 3 Christmas Festival Tour passes for 11/24 thru 11/26. Once we arrived, the park was over capacity to the point of people being on top of people. The first day, my wife and teenager became overwhelmed with the amount of people and we were refunded the Christmas Festival Tour Passes. The second day there were so many people my teenager became overwhelmed and I left my wife in the park so I could take my daughter back to our VRBO. Upon driving back to Dollywood to meet my awaiting wife, I was told that there was no parking. When I explained that my spouse was in the park and asked for instructions on how to get into the park to meet my wife, I was told that I would have to park off the property and she could ride the tram to the end of the property where we could reconvene off the property. I explained that that was unacceptable and that I worked in public safety. I was able to make it into the park at this point. Again, there were too many people! There was a long wait (30+ minutes) for food that we paid tickets for only to find out that they were out of the items that were included in the tasting pass. Every show we attempted to see other than Christmas in the Smokies (which was excellent) was full to the point of No Admittance rendering our desires waisted. My wife then in a last ditch effort to enjoy a not so enjoyable time decided that she wanted to ride the train. We got in a line of roughly 300+ people and were told it would be a 2 hour wait to ride the Dollywood Express. At this point my wife and I were just 110% disappointed. We left and have NO desire to return. I'm sharing this because there should be a cap on admittance. Once that capacity has been reached, there shouldn't be any more people allowed in the park. For the price we paid ($924.78) I give Dollywood a 2 out of 5 and I hope this reaches Dolly Parton herself in hopes she can mitigate the problem.

  Business Response

  Date: 11/30/2024

  Thank you for contacting Dollywood. We genuinely appreciate feedback from our guests and for the time they take to share their concerns. Please know that our goal is always to provide the best possible experience for our guests, and our disappointment is perhaps greater than theirs whenever a visit fails to meet their expectations. We apologize that this visit was not the experience our guest wanted, and our Customer Service department has submitted a partial refund request on his behalf as a measure of compensation. And we hope that he will give us an opportunity in the future to provide him and his family with a better experience.

• Initial Complaint

  Date:11/13/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 4 tickets, 4 premium timesaver passes, 4 christmas tasting passes, and preferred parking. We were unable to use our time savers and majority of the rides because of the crowds are they had the line shut down. We ordered food with our tasting pass they took our order of three of the christmas items, then tell us they are waiting on someone to bring more, they never came we were never credited back or able to speak with guest services. We wait in another line that is backed up to find they are also out the christmas items. We only had one day and were unable to use our passes very disappoint how unorganized and unprepared Dollywood was. Don't offer a product if you’re unable to provide the service. Dollywood should've been better prepared. If you look at our passes you cam see we used nothing really at all.

  Business Response

  Date: 11/13/2024

  Thank you for contacting Dollywood. We have reached out to the guest to offer a possible resolution.

• Initial Complaint

  Date:10/28/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a daughter who is autistic and wanted to go to Dollywood. We had been several times in the past and used an ADA pass. Employees ignored us in line which has never happened before. My daughter can’t wait in line long before she gets very anxious. This time they not only were very inconsistent with the pass, they were just rude. After just a horrible day due to employees, closed rides (5) which is why we went but 2 of the rides she wanted were closed, my daughter wanted to come back. We were walking out and saw the sign I attached. As much as I didn’t want to due to our experience, I walked over the the ticket counter to get her a season pass for next year based on the advertisement. The lady there said they can’t off that the day we were there. I said the sign said they do and it was false advertisement. She said sorry. Dollywood has false advertisement and wouldn’t honor their advertisement

  Business Response

  Date: 11/11/2024

  Thank you for contacting Dollywood. We have reached out to this guest to offer a resolution and are waiting to hear back from him.

• Initial Complaint

  Date:09/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have heart problems and rented a scooter from them early in the morning. I paid rental for the whole day. I asked them were i could park the scooter to eat at one of their resturants. When i came out my scooter was gone. It was now around 2:00 P.M. Found out that you can't park anywere in the park because their staff lie in wait to steel the cart so they can rent it to a new person coming into the park. No refund, No more scooter!!!

  Business Response

  Date: 09/03/2024

  Thank you for contacting Dollywood. We reached out to the guest by email on 9/2/24 to offer our apologies for the error. We also offered a refund for his ECV if he can send us his purchase information, but we have not received a response yet.

  Business Response

  Date: 09/03/2024

  We have reached out to the guest again by email in case he didn't receive our first response.

• Initial Complaint

  Date:08/14/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were at Dollywood at the end of July in the first week of August or specifically on July the 31st and a couple days after that. It was one big mess. My wife is in a wheelchair and employees treated her like she was a bother. They would walk in front of her and stop and then have the nerve to get mad because they thought we were in their way. No one could answer simple questions about the part or give directions on where to go. We had a pass because of my wife's disability to get to the front of the line but once we got to the rides there was no one there to greet us and get her on the right. When we ask we were told to come back later and every time we would come back that was never anyone there. My wife has always wanted to go to Dollywood and we spent a lot of money for hotel reservations renting a car and then the tickets I would say in excess of over $3000. It took us a long time to save the money and with my wife's health I don't think I'll have time to save it for us to go back. Not that I would want to go back without an apology and free tickets and resurrections. That's the least they can do. Oh and I almost forgot not only was it overcrowded but they were actually ran out of food!

  Business Response

  Date: 08/21/2024

  Thank you for contacting Dollywood. A member of our Safety team reached out to this guest to better understand the situation, and she was able to offer a resolution, which the guest accepted.

• Initial Complaint

  Date:08/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 17, 2024 my family and I visited Dollywood amusement park. Shortly after arriving, we were told that the park was closing and that we had to leave due to a water line break. We were advised by park staff to either get a refund at the front desk or to call and request a refund. Later that day, Dollywood posted on their social media accounts, "Please call 1-800-Dollywood to request a refund for purchases related to July 17. Additionally, all admission tickets, time saver passes, parking, and locker receipts from yesterday will be honored at your next visit". Based on this information (such as the definition of additionally) 2 members of my group decided to go back the next day since the post suggests that they are essentially giving away a free ticket to apologize for the inconvenience of coming all the way to the park for nothing. Upon calling several times to request a refund, Dollywood has now informed us that those 2 tickets will not be refunded since they were used as a "rain check".

  Business Response

  Date: 08/05/2024

  Thank you for contacting Dollywood. We have reached out to the guest to offer a resolution.