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:02/15/2025

  Type:Service or Repair 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.

  Our original show time we chose wasnt available when I called, I tried to cancel but they said since I bought on Groupon they couldnt refund, we did the upgrade for steak and lobster also and prepaid for parking and none of that they would refund. I went on ******* to get a refund there and they marked it as REDEEMED so that I cant even get my money back on Groupon. I live three hours away and this was a part of a vacation. Thats a total of $300 down the drain.

  Business Response

  Date: 02/27/2025

  Hello

   

  Guest sent an email in regard to their groupons being redeemed. Guest stated they cancel. I checked the phone records and the customer only called to inquire about cancelling but did reschedule to a later time and a no call no show was listed and moved to a future date. Groupons are redeemed as food was prepared and guest never showed up. Call guest to respond to their email no answer kpoole 2/16/25

  Business Response

  Date: 02/27/2025

   

  Here is some tracking information regarding this complaint.

  Original guest call was 1/31 at 10:58 am ( duration 4:13 ). Guest booked for Feb. 1st at 4pm. 
  Guest then called back at 1:02 pm- on 2/1  ( duration 1:51 ). Guest rescheduled to same day (2/1) the 7pm show. Guest did not show up for the reservation
  ^ Both phone calls are recorded and on voxtell. 
  Guest wrote to BBB on Sat- 2/15 and stated that we redeemed her groupons incorrectly and her party never attended the show. 
  Reservation history shows no other calls or emails- shows guest never showed up for 2/1 reservation, never called after or informed us of any reschedule. ( no call no show ). 
  * Called on 2/17 Groupon merchant- they stated that all four vouchers were redeemed by merchant ( us ) on 2/4 at 6:28 pm- on a computer.

• Initial Complaint

  Date:07/24/2024

  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.

  Subject: Pirates Dinner Adventure RE: Pirates Dinner Adventure 6400 Carrier Drive Orlando, FL ***** Phone: ************** Website: piratesdinneradventure.com Transaction Date: 6/30/2024 Amount Paid: ****** Payment Method: Credit Card I made a reservation for 9 people at 12:34 p.m. for a dinner show at 6 pm. I was then informed my flight time was changed so I emailed the number provided to cancel. The email bounced back as undeliverable. I called the number provided and was placed on hold and had to call back several times. I finally got in touch with someone at 3:30 p.m. who told me to call back on Monday because there was no manager working. They were notified at 3:30 p.m that I would not attend the show and that the seats could be sold to someone else. I tried calling again on Monday and got no answer. I called again on Tuesday and talked to the manager who told me they do not issue refunds. I believe that since I did not receive the food or service and notified the business in plenty of time that the seats could be sold to someone else a refund is justified. I do not believe putting "non refundable" on something is good business when I did not receive the service or food and they could have sold the seats I had reserved. It is highly doubtful that the show was sold out anyhow. The circumstances which caused me to cancel were beyond my control. They offered a gift card, but I cannot use it as I do not live any where near their business and do not have plans to travel there either.

  Business Response

  Date: 07/25/2024

  Hello

   

  A refund was issued for the amount on the booking, Guest should receive an email confirming the refund. Thanks

  Customer Answer

  Date: 07/25/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/07/2024

  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 am writing to formally lodge a complaint regarding the poor experience my family and I had at the Pirate Dinner Adventure in November 2023. Despite our excitement, we encountered several issues:-We did not receive proper service, and no manager was available to address our concerns.-The food was served cold and caused stomach aches for several members of our party, forcing us to leave early.-Despite multiple calls and emails, we received no response until we left a negative review. A Director of Sales eventually called, apologized, and offered us VIP passes for a future visit. However, by then, we were already returning to ******The Director assured us our account would be noted for a VIP experience on our next visit. However, upon calling back, we were told there was no record of this arrangement.Given these circumstances, I am requesting a what was promised or a full refund for all four tickets purchased. We have made numerous attempts to resolve this issue, only to be met with further disappointment.I expect a prompt response and resolution to this matter.Thank you for your attention to this issue.

  Business Response

  Date: 08/15/2024

  Hello,

   

  One of our managers took care of the situation the same day and the costumer costumer was given 7 complimentary tickets to the Pirates Dinner Adventure Show. Costumer came in to the show on 7/16/2024. No other communication from costumer. The incident was resolved. 

• Initial Complaint

  Date:03/12/2024

  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.

  Hello, I complaint regarding their service in *******, they gave not well cooked chicken and unsanitary. I emailed and called but no response. I filed a dispute through my bank also but the company is not responding.

  Business Response

  Date: 03/22/2024

  Hello,
  
  I am not able to find a reservation with the information provided, I need the following information:

   

  Name on the reservation, i was not able to find anything under your name

  Date and time of the performance you attended

  Receipt or reservation number 

  Name of the person you spoke to in the business 

   

  As soon as I get this information i will continue to investigate. thanks 

  Customer Answer

  Date: 03/22/2024

  Reservation number is 289647

  ************************************** is the name on the reservation.

   

  It was booked via phone

  reservation date is 12/2/2023

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21421577
  
  I am rejecting this response because:
  

  Reservation number is 289647

  ************************************** is the name on the reservation.

   

  It was booked via phone

  reservation date is 12/2/2023

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

  Business Response

  Date: 04/02/2024

  Your reservation was located, i do not see any incidents reported in regards of your claim. Can you please provide me with more information of who addressed your complaint here in the location.

  Business Response

  Date: 04/02/2024

  You attended the show in December 2, 2023. there is no incidents recorded, did you talk to a manager  to report your claim and so they could help you or bring you another meal option. We cooked  a total of 162 Chicken Meals on this day and we did not receive any complaints from anyone that consume the chicken meal.

• Initial Complaint

  Date:08/29/2023

  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.

  I purchased this show online because the website said it was a Pirates Show in Pigeon Forge, TN, where we were vacationing as a family. However once actually purchased, it stated the show was in Orlando, FLorida. I called immediately and told them we were not in Florida and needed a refund. They stated they would send it to accounting for a refund. When no refund came and there was no response to our emails, my wife disputed this with her credit card company and this Pirates Adventure told our credit card company “no refunds” and that it was a valid charge. We want a refund. They told me over the phone they would give me one. I also emailed them at 2:53 pm (prior to the show - see photo of email) stating we were not in Orlando and to cancel the pending transaction. They did not allow our dispute to go forward with the credit card company and we were charged back for this show that we could not attend and were promised a refund for.

  Business Response

  Date: 08/30/2023

  We sent the accounting department the refund request as stated in the incident request but the customer already disputed the transaction with the their bank and this dispute has not been resolved, we are unable to process the credit card refund from our end. This dispute with the bank blocked us from moving further. The customer will have to follow up with the bank in regards of the dispute and provide us proof of dispute denial. thanks

  Business Response

  Date: 09/11/2023

  Hello,

  Thank you for providing the credit card documents.

  A check will be mailed today to:

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

   

  Thanks 

  Customer Answer

  Date: 09/20/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:08/15/2023

  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.

  We purchased this show by accident when in Pigeon Forge, TN. We called and told them what happened. They said they would refund us and never did. They have no location in Tennessee. We are incredibly disappointed because this took $ we needed to be able to have a fun vacation. We would appreciate a refund. Of course we couldn’t attend the show. We were in Tennessee, not Florida.

  Business Response

  Date: 08/17/2023

  We sent the accounting department the refund request as stated in
  the incident request but the customer already disputed it with the bank and this dispute has not been resolved, we are unable to process the credit card refund from our end. This dispute with the bank blocked us from
  moving further. The customer will have to follow up with the bank in regards of the dispute. thanks 

   

• Initial Complaint

  Date:06/21/2023

  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.

  Once again, I am filing a costumer complain for fraud......i had booked a dinner/show at the Pirates Teatro Martini on May 27th thru booking .com......I used my **** credit card and charged me 141,54.......when I arrived for the show I did not have my card since it was confirmed and I presented the paid confirmation.....No, the lady did not accept that and asked me for another card dn so I presented my Debit card........she said the booking ,com would be cancelled......Well, when I checked my accounts and found that I was charged 176 usd and 141 for the show......when I called them they asked if I had the tickets with me......I said No it was handed in when entering the show.......I spoke to a Kimberly who initial stated that I would be getting a refund of 141 usd.......its been 3 weeks.....and no refund.....

  Business Response

  Date: 07/20/2023

  Please see below emails
  back and forward with the customer, he has not yet provided the information
  requested to issue him the refund since he did not purchase the tickets
  directly with us, he purchased them through ***********. As soon as he provides the proof of purchase we can solve this issue. 

   

  From: ****** ********* *********************
  Date: June 28, 2023 at 6:27:50 PM EDT
  To: ******** ***** **************************
  Subject: Re: ****** ****** *... ref******************
  ? You obviously don't understand english or are to ignorant to
  disregard my response to you That the tickets were Handed at door.... My
  justification are two charges on my credit cards which will be used for
  evidence
  ****** 
  
  
  Sent
  from Yahoo Mail for iPhone
  
  On Wednesday, June 28, 2023, 17:31, ******** ***** ************************** wrote:
  As mentioned in our previous conversations I will need a
  copy of the tickets you purchased which wasn’t through our company directly. In
  exchange we can issue a refund. We have not received any ticket information
  from you at this time. Thank you. 
  Kimberly
  P
  ************ ********** 
  ********************
  ************ *** ***
  
  
  
  On Jun 28, 2023, at 3:07 PM, ****** ********* ********************* wrote:
  ? Be
  informed that my consumer complaint is still live and now i am reporting to
  Orlando Tv channels consumer complain protection for abuse of charges fro
  Teatro Martini..
  stay tuned.....
  
  
  Sent from Yahoo Mail for iPhone
  
  On Wednesday, June 14, 2023, 18:52, ****** ********* ********************* wrote:
  dear
  Kimberly be informed that I expect my refund mention above for a double charge
  at Teatro Martini....
  also be informed that i will be filing a consumer complaint
  with Better Business Bureai
  ******
  Sent from Yahoo Mail for iPhone