ComplaintsforSeaWorld San Diego

• Initial Complaint

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Seeking full refund from Sea World San Diego. Their no refund policy is ridiculous. We purchased tickets for seven family members for reservations on March 22, 2022, including Quick Queue, Reserved Seating, and Dolphin Encounter. The purchase date was November 26, 2021, in the amount of $1,185.38. In mid-January we discovered that we would be unable to travel to California in March. Sea World offered to extend our reservation. We told them that it would be more than a year until the same group of seven would be able to be there. The representative we talked to was adamant about their no refund policy. Escalated to supervisor with same result. When asked to escalate to someone who had the authority to ***** a policy exception, thr representative informed us the he was the end of the line. There is no way we can use the tickets. When we began seeking a refund, the reservation was over two months away. A policy exception would seem to be reasonable, and we seek a full refund made to the credit card that was charged.

  Business response

  01/26/2022

  Guest has been issued a refund as requested. 

  Customer response

  01/26/2022

  They are still oweing us $241.50 for 7 tickets for a reserved Dolphin Encounter on March 22, 2022.  Everything else they credited.  They sent e tickets for the Dolphin encounter we wont be attending 

   

   

   

  Business response

  01/27/2022

  Both orders have been refunded, since they are on two different systems one will be processed immediately the other will usually take 1-3 business days to reflect. 

  Customer response

  01/27/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2022 Silver Annual pass only to be told that this pass is not an annual-pass for 2022, rather a 12 month pass from the date of purchase. These were purchased as XMas gifts in Nov to be used beginning Jan, but now will not be good for the last 6 weeks of 2022, as insinuated by the name of the '2022 Annual Pass'. We have contacted the vendor to cancel this transaction (as these passes have not been used) but they refuse to help resolve this misleading claim. We appreciate your help addressing our concern!

  Business response

  01/12/2022

  Passes have an expiration date of 12/31/2022, as stated on our fine print when purchasing a pass SeaWorld annual passes expire 12 months (one year) after date of purchase. 

  Customer response

  01/13/2022

   This still does not help address the issue of buying a **************** as an Xmas gift and being told that the passes expire before the end of 2022, since they were purchased in Nov 2021, prior to Christmas. your email does not clarify that any better, rather it states it both ways. As the passes were never used on 2021, and they are 2022 passes, we would expect SeaWorld to be clear and endorse these passes to be good for the entire 2022 year, as the pass name insinuates. This is VERY misleading any other way and should be referred to as a 12 month pass instead of designating them as an entire year, 2022.

  Business response

  01/13/2022

  As stated in the last correspondence your passes are set to expire on 12/31/2022. They are 2022 Annual passes because they carry over into the upcoming year (2022). 

• Initial Complaint

  12/31/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I wanted to take my family to Sea World for Christmas. My order number is *************** purchased on 11/21/21 for a cost of $650.40. We arrived at Sea World and began making our way in. Our first stop to the right was where Elmo and friends show should be and picture opportunity. It was posted that this would not be happening for today. This was important as my niece LOVES Elmo. We would not even see him and this is only at Sea World for a short time. We shake it off and move on to Calipso Cafe...also closed!. To make a very long story short, the shows were not happening with characters, there was not any opportunity to meet Santa, the rides were closed aside from a few that we could even see prior to just leaving. I tried to call and sat on hold for over an hour. I have emailed their customer service and replied to my thank you for my purchase email and no one will contact me back. The park was shut down more than 70% with no shows, many of the vending carts, and rides. When we tried to ask staff they said staffing and weather. If that is the case then maybe shut for the day!! If we lived in California and could go back when they were up and running maybe this would be different but we do not. I am so very disappointed in Sea World for not even responding to trying to get this settled and I have been left no choice but to ask for help to get this resolved. Respectfully, Honore Pittenger

  Business response

  01/04/2022

  We are extremely sorry to hear about your experience at SeaWorld San Diego. I would be more than happy to issue a refund; however, we will not be able to issue a refund for the two Silver passes as they have been used multiple times with a last visit of 01/02/2021. 

  Customer response

  01/04/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  If they do not issue the refund I will assume I will need to contact you again.  Thank you for all of your help.  
  
  Regards,
  
  ****** *********  
   
  

• Initial Complaint

  12/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I visited the San Diego Sea World today (12/27/2021) and most of the rides, restaurant and attractions were closed. I got there at 3:00 PM and after noticing most attractions were closed ... I went to the **************** area and spoke to a supposedly manager named **** -- a ***** RUDE man and claimed to be the highest ranking manager. I told him about my concerns ... he was very short with me and told me to contact the headquarters. Terrible customer service ... he needs to be FIRED or trained better.

  Business response

  12/30/2021

  Thank you for your feedback. I am deeply saddened to hear about your experience over at ***** Services and the ambassador in question. I can assure you that this is not how we train to assist *****s with any concerns that they may encounter during their visit. Please note that this has been corrected and will not occur again. If you have any more questions, please do not hesitate to reach out to *******************************************. 

  Customer response

  12/30/2021

  Thank you for responding back and glad to hear you will correct this problem. Since we were not able to use the park on 12/27/2021 and guess services refused to provide a refund. Can you provide some sort of compensation since I paid over $300 (food and tickets)? 

   

   

  Business response

  12/31/2021

  Are you able to provide an order number so that I could look further into this? 

  Customer response

  01/03/2022

  Hello:

  I bought the tickets in person with my card. I can provide the SeaWorld passes and my bank statement. Also look my SeaWorld account under **************.

  Customer response

  01/14/2022

  SeaWorld responded to the complaint and basically said we apologize but I asked for a refund or some sort of compensation but SeaWorld did not offer anything. I am very dissatisfied because I spend over $300 for a park that was almost closed. 

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  Business response

  01/25/2022

  Guest has not answered the last correspondence, as I asked if they could provide an order number for the date visited. If they could provide an order number as requested, we would be more than happy to investigate and assist as needed. Order numbers usually start with a 2021. 

  Customer response

  01/27/2022

  Two Tickets were purchased on 12/27/2021 and the numbers are ******* and ******* ... you can also look at my account by my email ************************ these tickets were bought at the park in person not online. if you can not refund it .... can you add Queue tickets and food on the account so we can use it next time we visit the park?   

   

   

  Business response

  01/27/2022

  Unfortunately, at this time we will not be able to issue a refund for the two Fun Cards as they have been used. We have gone ahead and notated in the account to issue two (2) Quick Queues for your next visit. 

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The SeaWorld website said that I can have 4 free guest tickets to be used at a specific date if I purchased the Gold Annual Pass. My understanding of the rule is that I can redeem the tickets immediately after purchase and key in the dates for the guests, instead of having them showing up on any random days. Before purchasing the pass, I even read the terms and conditions to see if I had missed anything important, but I couldn't find any. It was only after I purchased the pass and wanted to redeem the tickets that I was being redirected to the page showing that I can only redeem the tickets during specific timeframes. I felt that I was cheated as I never came across this information until I had purchased it. It was too late. I immediately called customer service, but neither Hector nor Alex (supervisor) had ways to help me. The purchase receipt and the annual passes details are attached below.

  Business response

  12/24/2021

  The Guest is correct, they are entitled to four Guests tickets on specific days of redemption. Information for redemption dates is listed on the pass member website, where they could see when the redemption periods are and how many are available for that time frame. Due to the situation, we have made a one time exception and have cancelled and issued a refund for the Gold pass that has not been used. Please allow 5-7 business days for the amount to the reflect on the account. 

• Initial Complaint

  12/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ID# ******************************* I had emailed Seaworld as per their request for the full refund and was giving them a few days to respond before I agreed to close this case. BBB has closed the case since they didnt hear from me but I have not heard back from Seaworld yet. Can you please keep this case open until I receive my refund?

  Business response

  12/22/2021

  Refund has been processed; however, we do advise that the refund can take anywhere from 1-2 business cycles for it to process and show up on the account. Guest has also been notified from our Guest Correspondence team on the refund being processed with the same information listed in the first sentence.

  Customer response

  12/26/2021

  SeaWorld has yet to email me about issuing the refund and no refund has been issued to my credit card.  I would appreciate them to email me at ******************* with confirmation on the refund.  I did as they instructed and emailed them asking for the refund...it has been almost 2 weeks with no email from them or refund.

  Business response

  12/27/2021

  Based on the last correspondence, refunds usually take 1-2 business cycles which could take up to a month for the refund to process and reflect on the account. 

  Customer response

  01/03/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As out-of-state SeaWorld visitors, my family and I are respectfully requesting our Seaworld passes and other items from Dec. 2019 to be extended thru Dec. 2022. The following orders were placed:20191203520492 (6) park passes, (16) free friend tickets, and other park benefits ************** (10) all day dining ************** (1) annual PhotoKey member I understand phone calls with SeaWorld guest services are recorded. I called on May 7th, 2021 and spoke with a ******* call center representative Caddien for about 17 minutes. She confirmed the emails I had received in April and beginning of May 2021 stating that out-of-state visitors were still required to be fully vaccinated from Covid-19 in order to enter SeaWorld San Diego. However, the federal government at this time only allowed individuals 15 years of age and older to receive the vaccine shot. The reason we got our passes and other items was to attend the park with our children who are all 10 years of age and younger. Caddien confirmed with her supervisor how out-of-state visitors would be compensated for any time and items not able to be used because of the policy restrictions. She shared that whatever happened with government policies, SeaWorld would make up the difference. She advised me to call at the end of June 2021 or beginning of July 2021 to see if the out-of-state visitor policy requiring full vaccination would still be enforced, as it may or may not change by then. I called guest services again in July 2021 and was told out-of-state visitors were still required to be fully vaccinated. This statement was confirmed again when I called on Sept. 16, 2021 and spoke with a call center representative named Rose for about ********************************************************** May and July, telling me how the passes and items would be extended after Dec. 3rd, 2021 for any of the time missed because we were out-of-state visitors. Now a rep ******* shares passes are only extended to Mar 2, 2022.

  Business response

  12/21/2021

  Guest has been granted the extension due to the information that was received and both orders after the passes have been refunded. 

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've purchased single day visit tickets and want to change them to annual tickets right after, so I called their customer service for a refund or use them as credit toward my new purchases. But the service center was closed and the cyber Monday deal was ending soon, so I purchased annual tickets before the deal was end and thought that I can call their customer service tomorrow morning when they are open and get the refund for single day tickets. Got a answer I could not get a refund because it is non refundable, come on, it was less 12 hours and your customer service was closed.

  Business response

  12/01/2021

  Guest has been issued a refund on their Single Day Tickets for a total of $201.97. Please allow up to 5-7 business days for refund to reflect on account. 

  Customer response

  12/01/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  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. ↩