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:01/04/2023

  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.

  On December 31, 2022, we were attempting to use our bonus vouchers in the Hershey Supply Company store. We had three $20 vouchers and the cashier was having issues scanning the barcode on each one. As it was nearing store closing and there were several others waiting to checkout, we were told to contact Guest Relations in the morning to sort out the issue, since they were already closed at the park.I contacted Guest Relations at 10:00am on January 1, 2023 and was told that nothing could be done over the phone to resolve the issue. We would need to go the Hershey Supply Company store again, speak to a manager, and see if "possibly" anything could be done, considering the vouchers were now expired. We asked for a temporary extension of the expiration date so that we could make the trip (a two-hour drive one-way) and finish our purchase and were told, again, that nothing could be done over the phone.As a soon-to-be three-year season passholder, I was very disappointed in the way Hershey handled this matter. We were planning to purchase a lot more merchandise beyond the $60 in vouchers, including money my 7-year-old daughter received for Christmas. She was very upset, and we kept assuring her that the issue would be resolved, and we would return to purchase the items. Unfortunately, that did not happen.We would like Hershey to extend the expiration date, which will allow us to return at a future date to purchase the items.

  Business Response

  Date: 02/16/2023

  Hersheypark Retail Leadership looked into the mentioned technical difficulties redeeming this guest's vouchers on 12/31/22 and have contacted the guest resolving the issue.

• Initial Complaint

  Date:11/14/2022

  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.

  Lack of/false information on the website which led to buying tickets for unusable dates. Bought tickets on 9/13 to use on Mon. Oct. 17 and Tues. Oct. 18. Nothing in the ticket purchase process says that the park is closed during the week. The only mention of dates is "the public operating schedule". All throughout the ticket process is states, "Tickets valid any public operating day through Jan. 1, 2023.", and the term "public operating schedule". Finally I found dates referenced under the "details" link that states, "All tickets are valid any day during the 2022 public operating schedule (April 2, 2022 - January 1, 2023)." I think this obviously means that the "public operating schedule" is any day between April 2, 2022 - January 1, 2023, right? WRONG! You would think the park is opened everyday between those dates, but they are closed during the week. Lack of information? You can only get that information on the hours tab (which there is no reference to in the ticket process and no mention to even check it before purchase). Once we were at the park and arrived at a CLOSED park, we tried to ask for a refund, but there are no refunds. I emailed customer service one we got home, but they said the same. I just got around to calling and spoke with 3 managers, who "completely understood my frustration" but still would not give a refund, because thats what it says on the ticket. Although I got out of them that they have given refunds in the past, just not for this circumstance. They did extend the tickets to be able to be used next year, but its not just the cost of the tickets, its affording another trip, hotel, food gas etc. We won't be able to go next year so now we have to rely on selling the tickets instead of simply getting a refund due to false information on their site. $440.30 they can just take from people. I wonder how many others this has happened to, because we know of 2 just ourselves.

  Business Response

  Date: 12/12/2022

  As ************** stated, he did discuss this matter with multiple members of the Guest Services Management team. At no place, nor in the screenshots displayed, does it say Hersheypark offers daily operation. We have, and continue to have periods of the year where we are open just weekends (Spring, Fall, and Early Winter) as well as peak season where we are open 7-Days a week. Our park does have a posted calendar to ensure guests are aware of our public operating hours which is listed under the "Hours" section of our website. We try to keep this area as accessible to all guests as possible as it only takes two actions to get to from our Hersheypark.com homepage. 1. Hover over "Info" 2. Click "Hours."
  
  As also mentioned, our team has offered to extend Mr. Burns' tickets, as a resolution, to give him and his family time to plan a return trip. Tickets, as shown in the attached photo "HersheyTickets Policy Footer" are non-refundable. 
  
  We are still happy to provide the ticket extension offered if requested by 12/31/2022.

  
  

  Customer Answer

  Date: 12/12/2022

  [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: ********
  
  I am rejecting this response because:
  

  Even though there is an "Hours" Tab as they stated at the top of the page... no where in the actual ticket purchase process does it say to "check the Hours tab" or anything similar to ensure the park is open.  The ONLY information that is actually on the ticket purchase page, states "All tickets are valid any day during the 2022 public operating schedule (April 2, 2022 - January 1, 2023).  I'm not sure how else this could be taken other than those are the dates Hershey is open... and looks like its closed between January and March.  Without knowing that you need to check the hours tab, I think this MISLEADING information is set up in a poor way for purchasers.
  
  A second note is that unless you are familiar with the Hershey "Seasons", it is still confusing.  After visiting the park, realizing our tickets were invalid during the week, then going back home and checking how I could have possibly made this mistake on the site... I had to check this process. Even the aforementioned "Hours" tab doesn't simply state that the Hershey Amusement park is closed.  It says "Hersheypark Halloween" and now "Hersheypark Christmas Candylane" is open or closed.  More confusing information.  How is someone who hasn't been to Hershey supposed to know these aren't special Holiday events... and not simply the Amusement park.  The more I looked into it, the more confusing it became.  Either this is a very clever marketing scheme, or someone simply needs to do a better job communicating and linking together the information needed to make an informed decision.
  
  So even though it stated the tickets are Non-refundable... I think the matter needs attention.  It's not like I simply couldn't visit for some reason.  Then it would be a reasonable non-refundable term.  Because the website and purchase process is misleading this requires attention and I think I am due a refund.  As stated previously, I cannot make another trip to Hershey anytime soon as we put a lot into this trip.  So the tickets which are good until next year requires booking a hotel, time off from work, food and other travel expenses.  Not to mention the extra expenses incurred this time since we had to fill up our days while we were there.

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

  Business Response

  Date: 12/21/2022

  Hello,

  After talking to this guest we have resolved this concern pending return of the previous compensation that was issued at-park.

  Hersheypark Guest Experience

  Customer Answer

  Date: 01/06/2023

  I spoke with them today and received my  refund. ?? They considered this making an exception for me. ?????
  
  I still think their website needs to explain the details better during the purchase process and I hope they took my complaint seriously to address the website purchase process, not simply to just resolve the BBB complaint and get it off their record. 
  
  You can consider this resolved. Thanks for your help.