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:02/10/2025

  Type:Service or Repair 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.

  Date of occurrence: 2/8/2025 Total spent: $165 The business stated that the experience would provide an "immersing and mesmerizing world of satisfying joy. The Sloomooverse is full of never-ending, hand-crafted slime, yummy scents, vivid colors, and soothing ASMR delights." The nature of the dispute is regarding safety and injury. There is an exhibit where one person stands behind a plexiglass wall and one person uses a large sling shot filled with a heavy ball of slime to hit the wall. My daughter's friend was instructed to continue pulling back on the sling shot which seemed excessive. The slingshot backfired and flipped around sending the slime full force back to hit her friend in the face causing her to fall to the ground and cry in pain. Her eye is red and bloodshot, sensitive to light, swollen, and bruised. It knocked her contact lens out. I immediately got down on the ground to comfort her and was bombarded by an employee shoving paperwork in my face to sign saying that they provided proper care for her which was giving us an ice pack. I asked 2 separate employees whether this had happened before and they said yes a couple of times. They also admitted that they were in the process of redesigning the exhibit to make it safer. My daughter's friend will be going to the doctor today to determine whether there was any damage to her eye or if she got a concussion. The only thing they did to resolve this was to give us icepacks and refunded our ticket prices. I would like the exhibit shut down immediately. It advertises the exhibit on their website showing a picture of the slingshots so that you can get an idea of the size and distance.

  Business Response

  Date: 02/21/2025

  Hello,
  We sincerely regret this guests experience and want to reaffirm our commitment to supporting them with any necessary follow-up.

  
  In response to this incident, we have implemented company-wide changes to the activation mentioned. As a newly established standard across all our locations, only trained and qualified team members will operate the slingshot activation to ensure the highest safety standards for our guests and staff. Guests will no longer operate this device themselves and will always be supervised by a trained team member in the activation's vicinity.

  
  We deeply apologize for this incident and hope that these proactive measures provide assurance of our dedication to safety. We are fully committed to preventing any recurrence of this nature.

  Customer Answer

  Date: 02/25/2025

   
  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:01/01/2025

  Type:Service or Repair 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 was giving a gift card of $100. I only used $86.00 of the gift card for tickets. There is a remaining balance of $14.00 which I was not allowed to use at the store and was not allowed to use online. I want my balance back. That is so wrong to not honor the balance on a gift card. I was told I can only use towards tickets I dont want to go back to facility. It was not that great of an experience to return.

  Business Response

  Date: 02/06/2025

  Alternatively, please find the below response to attach to the case, as well as the attachments within the message.

  
  

  "Thank you for your feedback to this matter. While we strive to make every guests experience positive, we understand utilizing a gift card for tickets to our experience can be challenging when you are not located near one of our experiences. Please note, similar to many entertainment and museum venues, we are unable to provide refunds to unused gift card funds. Please find attached communication from our ticketing pages Terms and Conditions highlighting this information. This information is available for guests to review prior to the purchase of tickets and/or gift cards.

  
  

  
  

  
  

  Furthermore, please find additional content from our website during the same purchasing process, that does indicate that gift cards cannot be used in our gift shop.

  
  

  
  

  
  

  Again, thank you for your feedback to this matter. We apologize this negatively impacted your experience with us, and your comments will be brought forward to better annunciate this expectation of the gift card process in the future.

  
  

  Thank you!"