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:10/01/2024

  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 am writing to express my deep dissatisfaction with the recent concert experience my family and I had at ****** Stadium. My 9-year-old daughter and 15-year-old son were especially excited, as this was their first concert experience. We had been looking forward to this event for some time, but the lack of seating and poor visibility severely impacted our ability to enjoy the show. When we purchased our tickets, we did so with the understanding that seats would be provided, as the tickets clearly displayed assigned seat numbers. However, upon arrival, we were shocked to find that not only were there no seats, but the visibility of the stage was also extremely poor due to the large crowds and the layout of the venue. This was incredibly frustrating, as it made it nearly impossible for us to see the performance. Given the cost of the tickets, we expected a much better experience. The fact that the tickets had assigned seat numbers led us to believe that seating was included, which made the situation even more misleading. I emailed ****** Entertainment regarding the poor experience. Their response was: All General Admission (GA) tickets are standing room only. The seat numbers are for internal use only so we can keep track of how many tickets were sold and do say GA before the number. Our official online ticketing is from Ticketmaster, and the map on their website marks where the General Admission area is and that there are no seats to choose in that area. I remain deeply dissatisfied with how this situation has been handled.Regardless of how the tickets were forwarded to us, the ticket itself was highly misleading, especially for someone not familiar with the intricacies of GA policies. Furthermore, the view from the general admission area was severely hindered by oversized equipment and several groups of people were openly smoking marijuana. Food litter was scattered on the ground, and many people were openly intoxicated.

  Business Response

  Date: 10/05/2024

  Thank you the submission. 

  Hersheypark Stadium is a Ticketmaster venue. Ticketmaster Refund Requests can be submitted here: https://help.ticketmaster.com/hc/en-us/articles/9672441081105-How-do-I-request-a-refund . Hersheypark Stadium as not authorized refunds. At this time no further compensation will be offered. 

  Customer Answer

  Date: 10/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: 22364653
  
  
  
  I am rejecting this response because:
  

  This facility has no business hosting a concert. It is not conducive to a pleasant concert experience at all. The lack of concern from Herco, Inc. is shameful. Concert attendees were outwardly intoxicated and smoking weed. This is an establishment that portrays itself as family friendly? There was little security or event staff present. Furthermore, the lack of organization and direction in the parking lot posed a safety hazard to all attendees. My dissatisfaction has little to do with Ticketmaster and all to do with the disgrace that is Hershey Stadium. The pictures I presented are evidence enough that this venue is unsuitable as a concert venue. My hard earned money to attend a concert at Hershey Stadium was spent in vain; Herco, Inc.'s greed and lack of accountability is disturbing. Read the Google reviews and notice the common themes of dissatisfaction. This place should be shut down. 

  
  
  Regards,
  
  
  
  Claudia Carozza
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/09/2024

  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.

  Visited hershey park end of 2023 season, normal day tickets. Upon arrival the park was vastly understaffed, it trickled(no thunder no storms, only overcast, and maybe a few moments of rain) yet hershey kept almost every ride closed all day. On top of this would not accurately update their app which claims to show real time which rides are opened or closed, so walking half a mile to a mile for a ride to find out it's closed, and actually the ride at the front of the park shows opened. Hershey attempted to blame this on the weather but according to multiple personnel they did not have the staff, and upon calling the call center they made clear it was a recent issue. To make matters worse assuming it would be the weather in the past hershey has offered(no guarantee but leadership back then didn't seem to be quite so insanely money hungry, and wanted loyal people to come back) would offer bad weather tickets, This was not offered. After multiple phone calls hershey relented and offered passes for the 2024 season. This part is on me, but I shouldn't have to ignore what a *** states to make sure everything checks out, but we were told we could use them in the 2024 season. Upon checking the tickets this august(still month left of the season, but when it's insanely busy) find out they put june 30. This left us with less than barely a 30 day window to utilize these tickets that were offered because in 8 hours we were capable of getting on only 4 or 5 ride(total rides not how many individual rides) and basically walked through the few stores that were opened most of the day and eating at the one or two restuarants opened that day. It's insane to me that hershey which me and my family of 6 have been visiting since the late 90s would care more about recouping these ticket days then presenting them for the 2024 season as stated and more importantly as deserved because we paid for them.Hershey used to be a great option. Hoping for future change in leadership, do the right thing.

  Business Response

  Date: 08/09/2024

  Hello, 

  The initial compensation offer promised was sent to *** 8-31-2023: 

  "Hello, Thank you for calling Hersheypark. Your Come Back Guarantee, valid until 6-30-24, is logged in our system. On your next visit, please present your photo ID to our Ticketing building in order to redeem your five (5) admission tickets. Your Reference number is 2023GRLG-3179-5565. We hope to see you soon at Hersheypark!"

  ****************** did not respond to Hersheypark until 8-7-2024 

  "I am realizing I did not check the dates for our tickets. It's My fault and I'm only reaching out because I feel we were deserved this, but due to my lack of double checking the dates though wr could use it for the 2024 season. Is there any way these tickets could be renewed. We would visit with the month of August to utilize them as quickly as possible. We would truly appreciate this in that our last experience was truly deserving of another visit." 

  Due to the expiration of the initial offer passing, Hersheypark was unable to offer an extension.

   

  Customer Answer

  Date: 08/09/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22117917
  
  I am rejecting this response because: you have conviently skipped the part of the original inquiry stating that we were told verbally(as they also did in the back and forth communication before the complaint) this information. As stated in the original complaint " I should ne be beholden to double checking the *** we spoke to". Hershey park *** stated we could use it during the 2024 season. Not only was this not the case but hersheys opening date was may 29th this year. Leaving us 30 days to utilize these tickets, when we were promised  2024. Frankly, this again defeats the entire concern and this again was not restitution for a bad experience. It was them fulfilling the transaction I paid for. As stated by multiple personal(included the call center ***) they were to understaffed to handle their own park. We are asking hershey to allow us to simply visit as we paid for, and allow us to choose our dates for the season(like we were allowed to on our original purchase) to receive the visit we paid for and did not receive. At this point hershey has chosen to hide behind a nasty policy and behind an email that was sent generically  by a robot as opposed to literally offering someone who paid for something...what they paid for. Truly disgusting that hershey has gotten to the point where they will literally let someone visit the park where the standard was so low they offered to correct it and admitted it was an issue but now a year later are denying use of this on the premise that the generic email removes their responsibility. I should've disputed the transaction with the card issuer and gotten a refund immediately with the statements from hersheys own *** stating they were to understaffed to run their own park. Hershey needs to make this right and stop pushing people away. 
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/09/2024

  *********** opened for the 2024 season on March, 29th, 2024 and was open weekends prior to being open daily starting Memorial Day 2024. 
  

  The vouchers in question were not only valid during this time but also the remainder of the 2023 season which included Hersheyparks Halloween and Christmas. 
  

  The documented correspondence date of 6.30.2024 had expired a month prior to a request for an extension. Because of this, we apologize, but no future compensation will be offered. 

  Customer Answer

  Date: 08/12/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22117917
  
  I am rejecting this response because: Pathetic. Truly pathetic. Again it was asked for past the date...because we went to use them within 2024 as we were told and found they had a date. I tried to point this out now in every communication and both in this back and forth and through the attempts directly to then whatever robot is responding doesn't seem to have the attention span to read every point. ****** says may 29 and that there were a few specific dates that were limited access for spring dates, with limited rides. So not really open. Same again for late 2023. The whole complaint was we didn't get what we paid for. Hershey continues to lie and mislead through this process, late 2023 again very limited hours and dayes(usually weekends *** usually late opening or earlier closings literally according to their site) the only full days are during the summer. 2024 may 29. So like I said a month. I would like someone to respond with something actually acknowledging that your *** mislead us and promised something we didn't get, your denying this based on the fact that you would rather lose a family who has been visiting for 20 years and let everyone online read your responses which blatantly lie and mislead. This is the company that hershey has become. Insane. Literally insane. This shouldn't be extended and that term is insulting, we aren't asking for an extension. We are asking for it to be honored as promised
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/14/2024

  Thank you for the response, 

  I apologize, at this time no further compensation will be offered as the prior compensation has expired. I apolgize that this does not meet your expectations. 

• Initial Complaint

  Date:08/04/2024

  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.

  Purchased (3) 2-Day Any-Day Ticket for 7/5/24 & 7/6/24. 7/5/24 entered park around 10:45 - 11 am, walked around in a few stores and took pictures with characters. ****************** got on 1 ride & we went to Reeses Cupfusion, waited online for 52 ********************** came over the speaker that ride was down for the moment. We waited another 20 min. and left. Sat for a bit and has something to drink and headed to The Chocolatier for a lunch. My daughters chicken tenders/***** came out & mine and my husbands came out about 7 minutes later. Only issue after ours came out was we were missing our fries & the Reeses cup was missing from my burger. 12 minutes later our fries came out, they were cold (we already ate our **************** sandwich) waitress came over & apologized and gave me a pack of ****** & took daughters meal off. My burger tasted funny, but I thought maybe it was due to the peanut butter. Left restaurant and proceeded to Hershey Triple Tower so my daughter could go on. I want to say within ***** after eating I started to feel sick, so sick that we had to leave the park (bad bathroom issues & vomiting). Went to guest services to ask for our tickets to be either refunded or used for a different date, was told no, I could contact customer service, which I did. Also sent 2 emails explaining how I got sick from the Chocolatier and had to leave the park. Got a call and the lady was very understanding and said she will see what she can do. Got another email advising we will be refunded the $42 for the 2 sandwiches and we are at a loss for the day for the tickets. I asked for a refund for just that 1 day because we dont live close and it would cost a lot of $ for me and my family to travel and get another hotel. I wasnt asking for a refund for the 2 days, just the 1 day that we missed at the park due to getting food poisoning and all I got was, we will refund you $42 for the food. I would like a refund for the 1 day we missed due to food poisoning.

  Business Response

  Date: 08/06/2024

  Hello, 

  A refund was offered for the food that ******************* found unsatisfactory during her stay. As stated at hersheypark.com/tickets "Tickets, Season Passes, and Summer *** Cards are non-refundable." ******************* also mentioned riding 5 attractions during her stay. This attraction total is within the normal rides-per-guest average of most Hersheypark guests. Our apologies, Hersheypark does not offer refunds. 

  Customer Answer

  Date: 08/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22089824
  
  I am rejecting this response because:  I did NOT mention no where that we rode on 5 rides and I got food poisoning and had to leave the park because I was vomiting and had diarrhea.  When I spoke to the customer service representative on the phone I explained what happened and how we had to leave the park because I got sick from eating at The Chocolatier restaurant.  It's not that I was dissatisfied with the food, it was that I got extremely sick from the burger.  I believe the meat was bad, because my husband and daughter did not get sick.  I am requesting a refund for the 1 day that we had to leave the park or 3 complementary tickets re return at a later time.  If I didn't get sick from the burger I ate, me and my family would have never had to leave the park.  I can't believe Hershey Park is treating it's customers like this who spend hundreds of dollars.  If this can't be resolved, I will seek counsel and file a small claims court matter.  
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/06/2024

  Hello, 

   

  Due to the documented threat of legal action, Hersheypark can no longer correspond through this channel. No further compensation will be offered at this time. 

  Customer Answer

  Date: 08/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22089824
  
  I am rejecting this response because: I am not perusing legal action. Im simply requesting a refund or 3 tickets being I got food poising in the park from the restaurant. 

  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/06/2024

  Hello, 

   

  An email was sent offering complimentary tickets good for one visit through the 2025 season 

• Initial Complaint

  Date:06/27/2024

  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.

  We are season pass holders and my husband is a disabled veteran who has a handicap placard. Every time we come, we have been denied to check if there is any available handicap parking available, even though we saw spots walking from ********. We have brought it up to guest services numerous times and they seem to careless or offer any kind of suggestion.

  Business Response

  Date: 06/27/2024

  Hersheypark is compliant with the *** required number of handicap parking spaces. As advertised:

  "Full ****, King **** and Giant **** Season Pass Holders receive complimentary parking at Hersheypark during the 2024 regular public summer operating season (May-Sept.) and the Hersheypark Spring Weekends, Hersheypark Halloween, and Hersheypark Christmas Candylane seasons (upon presentation of your photo Season Pass). Season Pass Holder parking based on availability."

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

• Initial Complaint

  Date:06/15/2024

  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 purchased tickets for a concert in July and in May received an email saying last chance to purchase discounted park tickets while I am there for the concert. After I purchased, I realized the tickets expire at the end of June, before the concert! I contacted them several times and finally got a response and they are refusing to refund me or issue tickets that are for the correct date.

  Business Response

  Date: 06/17/2024

  Hello, 

  Thank you for reaching out to Hersheypark. Prior to purchase, dates of validity were made aware to all purchasers along with an agreement of Terms and Conditions that tickets are non-refundable nor exchangeable. Validity dates were also printed on the digital ticket. My apologies, Hersheypark does not offer refunds. 

• Initial Complaint

  Date:06/08/2024

  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.

  On March 6, 2024 we signed up for 3 king size season passes. They have taken out a total of ****** so far for the season passes. We can no longer afford the season passes. They will not refund the money paid or even issue a gift certificate for us to use at the park. We never even got to visit this year. We would be happy if we just got three single tickets to visit the park since that is about the amount we have paid.

  Business Response

  Date: 06/10/2024

  Below are the terms and conditions agreed to when purchasing a Season Pass. *******************************************************************************
  

  Your Season Pass is non-refundable, non-exchangeable, non-transferrable, is revocable license, and may be used only by the person whose picture appears on the Pass. Passes may not be redeemed for cash or used for commercial purposes and are void if altered or misused. Any attempt to gain admission using a Season Pass by a guest whom the Season Pass was not originally issued will result in immediate confiscation of the Season Pass without refund.

  At this time, we have discontinued discussion with ****************** as she used profanity during a conversation with park representation. 

• Initial Complaint

  Date:05/27/2024

  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.

  Falsely advertised being able to ride rides during an acceptable amount of time. Standard tickets do not provide the ability to ride rides in an acceptable period of time (less than 1.5 hours). Company sells fast passes and does not account for the last of service of being able to use service. The expectation is not set appropriately when purchasing tickets. In addition to the ticket price the ability to purchase drinks or other necessary maintain health for diabetics is not available. Even the one drink machine in line was broken.

  Business Response

  Date: 05/29/2024

  Hello, 

   

  Hersheypark Fast Tracks are advertised as "Add a Fast Track program to your admission ticket and get to the thrills faster. Dont miss out, limited quantities available! Prices may fluctuate, based on demand, at any time." Fast Tracks are not required to ride Hersheypark attractions. Link here: *************************************************************

  While we typically do not allow outside food and drinks into Hersheypark, we do allow accommodations for guests who have allergies or dietary restrictions/needs to bring small amounts of food into Hersheypark with them. thus not being reliant upon our concessions for dietary needs. This is posted on our website here: ****************************************************************;

   

• Initial Complaint

  Date:05/11/2024

  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.

  We were not offered *** parking. Upon entering, 120 minutes is impossible for a disabled individual. No *** ********* restrooms, travel such as trams, stairs, food and drink options. We waited two hours just to pass security, after being directed to the "fastest" lane. We literally carried our friend, as drunk people staggered into her. When asking for help, one told us she wasn't even given a walkie. When asking to speak to blue shirts, we were initially denied. Not to mention that my 16 year old was told to hold up her pants, or all of us leave we, because her belt set off the metal detectors. After being told to walk away from my child, and refusing, offering to remove her belt, she was told to put a hole in her pants and get over it. At 16,and barely 120 lbs. Almost 3 hours in, we managed an hour show, then a two hour wait to get out. We were denied any help for our disabled friend. Rude employees, useless security and first aid, zero responsibility, zero respect, zero training. This faci6 should be shut down.

  Business Response

  Date: 05/16/2024

  Thank you for emailing Hersheypark ***** Services. We are so sorry to hear that your experience was not a sweet one. We apologize that your visit did not meet your expectations. We truly value all guest feedback as we continually aim to improve our ***** Experience. We will be sure to share with the leadership team and appropriate department your concerns. We hope to see you again soon at Hersheypark.

• Initial Complaint

  Date:04/22/2024

  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.

  We drove for 2 hours to ride the roller coasters at Hershey park. Paid ***** parking and ****** entrance fees to not be able to ride a single roller coaster due to high winds. We waited in line over an hour and half for tickets, entered park and got in line for 1st ride. After waiting we were told ride was closed with no explanation or if reopening. Then walked around to find all coasters but one was shut down, it had one 10 person cart running with 200 pain line. All others coasters were shut down . Again no one to help or an explanation, we left after an hour without riding a single ride. Ran through Hershey on way out and went home. There should have been knowable staff, signs, something to let customers before wasting time and $. I only found out when called to complain, nothing is being done about refund when we were unable to ride the rides, they were extremely short handled. Never had such exyat any park before. I would refund and situated for future guests,thank you,,

  Business Response

  Date: 05/08/2024

  Hello, 

   

  Guest has been contacted and offered a return visit. 

• Initial Complaint

  Date:03/06/2024

  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.

  June 21 2023, I bought over $200 of Hershey park tickets to be used during 2023 season like any other tickets I have bought over the last decade. Tried to use them in Mid September and was told they expired and no refund would be offered despite their taking my money and providing no service. It appears I was supposed to know the 09/10 on the line item meant expires 09/10 yet the word expire doesn't exist ANYWHERE on the order confirmation. This is clearly not an attempt for clarity for customers and clearly IS an attempt to DECIVE. Hershey has offered valueless 50% off coupons. I say valueless because their tickets are on sale all the time and the 50% off is only off full detail tickets. Again, another attempt to deceive to try to get me to take coupons that really have no value to settle this. Based on the large number of complaints and their 2 out of 5 rating here, it is clear Hershey has become a dishonest place who loves to reap rewards based on expirations.You have my permission to make this complaint public and available to any and all news and social media outlets as I will be posting my story there anyway.Order Date: 6/21/2023 (Qty: 2) 1-Day Ticket - All Ages 100 Yrs Of Coasters Pkg (9/10):(Qty: 2) 1-Day Ticket - All Ages 100 Yrs Of Coasters (9/10)Subtotal:$200.00 Processing Fee:$5.98 Order Total:$209.38

  Business Response

  Date: 03/07/2024

  Hello, 

   

  Hersheypark discussed this matter with Mr. De La Fuente on 9.10.2023. At time Mr. De La Fuente was offered a 50% discount off of a full price ticket at our ****** Services location. This offer was a courtesy as his tickets had expired. The expiration date of the tickets was agreed to upon purchase through a digital acknowledgement. The offer is still valid under 2023GRLG-1703-2371 and is available until 12.31.2024. 

  Customer Answer

  Date: 03/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21396144
  
  I am rejecting this response because Hershey has not addressed the issue that the order confirmation does not have the word "expire" anywhere.  Their offered coupon is of no value that I have also clearly discussed so Hershey has in effect offered no agreeable solution to this.  The only fair solution that remains is a full refund due to the lack of full disclosure on expiring product on the order confirmation.  All tickets I have ever purchased from Hershey have been good thru the end of the year so anything other than that should be OVERTLY and CLEARLY identified which it was not per the evidence I provided,  Again, just look at the order confirmation which any buyer would refer to when wanting to use the tickets.
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/07/2024

  Thanks for the response, 

   

  Attached is the sales order with dates 9/10 printed on the order. Prior to purchase, expiration dates were advertised and a digital agreement was agreed upon by the purchaser that stated the tickets were nonrefundable. Hersheypark's discounted offer still stands and can be redeemed on the day of the guest's visit by using 2023GRLG-1703-2371. We apologize if this does not meet the guests needs, however we do hope to see them again at Hersheypark soon.

  Customer Answer

  Date: 03/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21396144
  
  I am rejecting this response because Hershey did nothing other than present screen print that I already provided.  Again, the word "EXPIRE" is nowhere to be found.  It now occurs to me this should go bigger and become a class action suit as I read so many similar complaints of Hershey dancing around language when it is shown over and over again how their language is unclear and misleading.

  Again, their offered coupon is of not value.  Their tickets are on sale all the time.  I have never paid full price for tickets without their coupons so in effect Hershey has shown ZERO culpability for the word "EXPIRE" not being presented on the order confirmation at all and they have offered NOTHING of value to remedy the situation.  I state again, I am now going to seek class action on this as my gut is telling me this practice by Hershey is very common.

   

  
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 03/09/2024

  I spoke to someone with legal knowledge on products that expire and an expiration date MUST contain a year.  The "09/10" doesn't meet any qualifications to be a clearly understood expiration date.  The word "expire" is not shown ANYWHERE on the order confirmation and there is no year.  Therefore for this new year, the tickets are again good until 09/10 and are perpetually good for ALL YEARS before 09/10.

  Hershey has to come to grips that they messed up and their order confirmations are massively deficient and therefore should not unfairly enrich themselves at customer expense.

  Business Response

  Date: 03/09/2024

  Hello, 

  Due to a threat of legal action, this complaint has been sent to our legal department for review. 
  

  My apologies, but at this time no other response can be issued. 

  Customer Answer

  Date: 03/09/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21396144
  
  I am rejecting this response because Hershey never offered anything other than a coupon so their suggestion they can't reply differently due to my reference to class action is a farce.  Please close this complaint as unresolved as this is a waste of time.  It took me two minutes to find someone else who happens to be in my town who had the exact same issue with the exact same offering by Hershey.  The odds that there are many many many more customers who were duped seems very high.
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/12/2024

  Hello, 

   

  Attached is a screenshot from the point of purchase online noting the expiration date. 

  Customer Answer

  Date: 03/12/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21396144
  
  I am rejecting this response because Hershey continues to have a lack of focus on the issue called out.  The ***** CONFIRMATION does not have the word "EXPIRE" nor "MUST USE BY" anywhere on it.  The order confirmation is OBVIOUSLY the mechanism customers will use when reviewing the purchase later in the summer.  Attached tickets are only needed for entry and most customers don't print them any more.  CRITICAL info like EXPIRE should be overtly visible on the order confirmation given that a majority of the tickets sold are good for the whole year.  I have NEVER purchased tickets from Hershey that expire before year end so this clever bait and switch on their part should be OVERTLY CALLED out on the order confirmation to give the customer the highest chance to use the tickets in time.

  Again, Hershey's offer of useless coupons is insulting and I have already gathered social media feedback who agrees with my assertion that Hershey tickets are offered at sale prices all the time so a coupon that is only based off full retail price is nearly valueless.

  It is clear Hershey is not interested in a fair resolution to this so why hasn't this been closed as resolved?  This cycle of nonsense is a waste of time.

   

   

  
  
  Regards,
  
  ***********************