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Business Profile

Cruises

River Street Riverboat Co.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for River Street Riverboat Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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River Street Riverboat Co. has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:01/03/2024

      Type:Product Issues
      Status:
      Answered
      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 Dec *** **** I bought * tickets for a dinner on this business company also I bought * tickets for the daily tour. The ticket was for Dec *** ****.
      The daily tour happened as announced on the site *pm
      The problem was for Christmas dinner on the River Boat.
      While browser on the site all information said departing ****pm which is the standard time the dinner tour. There was not a single note saying that for Christmas it would be observed a different departing time.
      I received the email confirming the tickets and boarded on the *pm without any problem.
      On the body of the email was noted in RED to call the attention about tickets not be refunded, so they know how to call the attention for important information.
      The was not anything in RED or in the body of the email about the special depart time for that specific date.
      There was on the .pdf file the information for time saying that depart would be at *pm, but again it was on the attached .pdf file.
      So I didn't see that.
      As result when I arrived at 6pm to board, the boat had departed, and I discovered that for that day specific was at *pm

      So, I tried contact them by email asking for a refund, but, not answer.

      My main point is that there not nothing anywhere saying different for that date, all site information, flyer still says depart time at *pm ... On Dec ** I called for information after lost the boat and recorded audio said to check on the website, which said *pm.

      Business Response

      Date: 01/03/2024

      I attached a screenshot from our website, where you purchased your tickets, t*** *learly shows that the Christmas Eve Dinner Cruise boards at 4pm, Departs at *pm and Returns at *pm.  Also attached are copies of the tickets that you received on December **th at ******m t*** *learly state the Christmas Eve Dinner Cruise at *pm.  As you mentioned, the cruise time was listed in the pdf attached to your cruise confirmation, so you were notified of the cruise date and time in at least * separate places.  Also, as stated in your complaint, you are aware of our no refund policy, so while it is unfortunate that you missed the cruise, there is nothing t*** *an be done.  We do not offer refunds to customers that have simply missed the boat.  The screen shot that you attached to your complaint is from an old brochure that is listing the time of our regularly scheduled year-round dinner entertainment cruise.  Christmas Eve is a holiday, its is a specialty cruise and is advertised as such.

      Customer Answer

      Date: 01/04/2024



      [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 Administratively Resolved]


       Complaint: ********


      I am rejecting this response because:

      The page was changed after the date (probably after the claim) and second the flyer was the one in the boarding location, so is the one in the port, so clearly if is old are the ones they are using on the date, that also enforce that the page should be changed after.

      I agree that was attached to the email, however the body of the email call attention for the policy however nothing was in the email body, just on the attachment, so clearly show the bad faith only showing it to protect their side, not worried about the customer itself.

      My suggestion: share the damage, what means *0% refund.


      Regards,


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






      Business Response

      Date: 01/05/2024

      It may have been an old brochure, however the information was the same.  The screenshot showed our regularly scheduled dinner entertainment cruise, which is not what you booked.  You booked a holiday cruise with a different sailing time, as stated on our website where you booked.  The website has not changed.  We will not be refunding.

      Customer Answer

      Date: 01/05/2024



      [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 Administratively Resolved]


       Complaint: ********


      I am rejecting this response because:

      The page for the date of the fact, as the flyer didn't says anything ... again page didn't says anything on that time ... look the screen show of the page on the date of the fact and the body of the email ....

      Nothing on the page neither on the email body ... agree that was on the attached files, but nothing anywhere visible ...


      Regards,


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






      Customer Answer

      Date: 01/31/2024

      I would say that the more correct note should be:

       

      "Answered - the business replied with explanation, but the consumer remains dissatisfied as the problem was not solved."

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