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:03/14/2023

  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.

  Bought 3 tickets to this business on 2-23-23 at a total of almost $60. Arrived about 45 minutes after my timed entry of 9:25am. We were denied entry or a refund. We were given a voucher for the total for another visit. Given that we're on the West Coast, the voucher is basically useless. If the Spy Museum is gonna deny me entry, at least refund my money! I want to see this company refund my money as well as save any future customer the hassle of going through this.

  

  Business Response

  Date: 04/07/2023

  Dear ****************,
  
  Thank you for bringing this to our attention. Our Guest Services team does remember this guest and regrets that they were unable to provide the outcome that ***************************** was hoping for. However, our policy clearly states that tickets are non-transferrable, non-refundable, and that resale is prohibited. We also clearly message in the ticket confirmation that tickets are timed. We specifically ask our guests to note this because late arrivals are not guaranteed entrance. Online ticket purchasers are even required to check a box that states they agree to show up on time. It appears that ***** was attempting to visit during the busy Presidents Day holiday week when Museum tickets were sold out and we could not get him a later time. Museum capacity has been lowered since the pandemic to create a more comfortable visitor experience for all our guests. Our Guest Services team always tries to work with guests as best as they can, but when the capacity is not available and guests are 45 minutes late that does not always work out. Though the voucher was not helpful to this guest, that was an example of our Guest Services team trying to go above and beyond to assist *****. We do feel that our Guest Services team acted appropriately and that a refund is not warranted.

  Customer Answer

  Date: 04/11/2023

  [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:

  I am absolutely due a refund.  There was no such box online when l bought the tickets.  That is false.  I would imagine that most guests visiting this museum are from other places than D.C.  To have a no refund policy is absolutely ridiculous when it was this business who denied my children & myself entry.  We could not attend another day as we had a flight to catch as most likely all your other guests.  To be be offered "Spy Bucks" is a joke especially when we're told no entry & we have no idea if we'll ever be back...or want to.  The pandemic is over & to not increase your guest limit is ludicrous as well.  Your policies are outdated & need to be geared towards your customers....the ones who keep you business!
  
  Regards,
  
  *****************************