Complaints

• Initial Complaint

  10/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased tickets for the ************** Fest for 10-12.24. After I purchased tix I injured my knee making it very difficult to walk. I called RWP to see if my husband would be able to drop me at the entrance and pick me up. I explained the issue with my injury and they assured me I would have no issues. They confirmed that he could do that and that they were selling tickets at time frames to control the crowd. We got there and the parking attendant would not let us through. She didnt want to hear what we had to say and directed us to a parking lot at the opposite end of the entrance. We had to talk about 20 minutes through the parking lot and up and down and very hilly path. This was extremely difficult for me due to my pain and the fact that people were running and pushing through. We finally got into the venue and it was wall to wall people. You couldnt get anywhere near the pumpkins. People were Pushing, screaming, yelling, smoking marijuana, etc. I ended up being shoved and injured my knee even worse. We were there for about 10minutes and we left out of fear for our safety. I emailed them and told them what happened. Many other people had the same issues according to all the reviews online. I asked for a refund and they refused. I would like a refund of my purchase price. Had they been honest when I called I never would have gone due to my injury. They were misleading and out right lying. Very poor business practices will never return. I now have to go for therapy on my knee due to being shoved at the event.

  Customer response

  10/27/2024

  I have not heard from the business in response to my complaint.

  Business response

  11/05/2024

  To whom it may concern,
  
   
  
  We reviewed the complaint filed by our guest who attended the ****-O-Lantern Spectacular show on October 16th. After reviewing the complaint, we reached out to the guest to apologize for the misunderstanding involving our parking lot attendant. The guest requested and should have received access to our parking lots to drop off a passenger who requested a drop off at the entrance to the zoo. The lot attendant should have granted this request and directed the guest to the queue entrance. The zoo extended an apology for the misunderstanding, and we also refunded the guests ticket purchase. We also invited the guest to return to the zoo for our Winter Holiday Lights Spectacular Show. Thank you to BBB for bringing this to my attention.
  
   
  
   

  Customer response

  11/07/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  

  I did speak with them and they were very apologetic and did offer a refund. To date I have not received a refund and its been over a week. I absolutely would accept if/when refund is received. 
  

  Thank you to both parties assisting in getting this resolved!
  
  FAQ
  
  Regards,

  *** ***

   

   

*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. ↩