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Business Profile

Observatory

360 Chicago

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Observatory.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 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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Complaint status

Complaint type

  • Initial Complaint

    Date:12/12/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    July 18, 2024, I purchased 6 tickets for the 360 Chicago TILT & View experience and was charged $244.00. About an hour before our scheduled entry time, we realized we were in the wrong building and wouldn't make it to the correct location at our scheduled time at 10:30 am. I immediately contacted ******************************* to request a refund or reschedule for another day/time. On July 18, 2024, three emails were exchanged with "online support." They told me they have a "no refund policy," but assured me I could reschedule a different time within one year of the purchase date. Online support sent me "If you have a date and time in mind that you would like to visit, I can reschedule the tickets for then. If you cannot visit, you may also extend tickets to family and friends."Since their online portal does not recognize my email or booking number, I've tried contacting online support again on July 19, 2024, October 18, 2024, and November 20, 2024 all without ANY resolution or response. I feel I've been lied to and scammed, and I want my money back for a service I never received.

    Business Response

    Date: 12/12/2024

    Hello,

    Thank you for contacting us regarding this customer. We will follow up with this guest and issue a full refund.

    Kind regards,

    360 Chicago

  • Initial Complaint

    Date:08/27/2024

    Type:Facilities Issues
    Status:
    Unanswered
    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 concern and disappointment regarding an incident that occurred on 8/25/24 during my visit to the 360 Chicago observatory. At approximately 8:30 PM, my family and I, including an infant and a toddler, were stuck on the 94th floor for over an hour due to an unknown issue with the elevator.During this time, none of the staff members were able to confirm the nature of the problem or provide any answers or an estimated time of resolution. We were informed that the stairs were not in use during the emergency and could not be used under any circumstances. As a result, we were left with no other option but to wait in line until the elevator was ******** primary concern is the apparent lack of a contingency plan in case of emergencies. There seemed to be no organized evacuation plan, and the situation was handled with little communication or direction from the staff. This was particularly distressing given the presence of young children and the late hour.I would appreciate a prompt investigation into this matter and a clear explanation of what occurred, along with information on what steps 360 Chicago plans to take to prevent such incidents in the future. Ensuring the safety and well-being of all visitors should be a top priority, and I hope this situation will be addressed accordingly.

    Customer Answer

    Date: 08/28/2024

    Proof of general admission and total receipts attached

  • Initial Complaint

    Date:12/31/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 went to Chicago 360 building to do a tour,when we get ************ nobody told us there is no view due the weather, so we got up,but nothing there,so I went back talked to the staffs at ************ maybe we could reschedule because there is no view and nobody told us about, but the staffs were so rude and repeated many times if I want to go up again I need the new tickets, they can do nothing about it, but when 0I left I heard there were laughing at me ,they talked about me with each other just like I was such an idiot, there is really a critical and no fair at pall,what the such terrible staffs

    Business Response

    Date: 01/02/2024

    Good morning, 

    From December 28th through December 30th we did indeed have poor visibility due to weather. When this happens all of our entry signs are placed where guests can see letting them know there is low to zero visbility. We also have multiple staff members advising everyone about the view, and that their option is to reschedule. On our website, in our ticket terms and conditions whcih a customer must agree to before advancing their purchase, and on a ticket itself, there are notices that we do not do refunds for weather. Additionally, once a ticket is scanned it cannot be rescheduled as it is already marked as used. Please see the examples attached. 

    We hope this information helps. 

    Customer Answer

    Date: 01/02/2024

     
    Complaint: 21075126

    I am rejecting this response because:

    There is nobody told us there was limited view,we didn't buy the tickets at the counter we bought it online,so we went to ************ directly but the staffs there just let us in and didn't tell us there is no view on it,please check it with your staffs,I believe you must tell your staffs tell the visitors there's limited view,but are you sure all of them follow up?

    Sincerely,

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

    Business Response

    Date: 01/02/2024

    Good morning, 

    Yes we are positive all of them were following up, but also there were signs posted at our entry. Even so, we do not do refunds due to weather. 

    Customer Answer

    Date: 01/02/2024

     
    Complaint: 21075126

    I am rejecting this response because:refund is nothing, I am cared about that,but the staffs at ************ wew really rude to me,after they told me it can't be refunded so I said ok,I will talk to someone else,and they laughed at me,they talked to each other and made laugh at me,it was so terrible, isn't it?and you didn't check with your staffs about it just answered no refund twice,it's ok ,no refund,I accept it, but I really can't accept your staffs attitude, they are such rude persons,I really should remember the names of them,bur unfortunately I can't, just let you know,your staffs are really not nice to people 

    Sincerely,

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

    Business Response

    Date: 01/02/2024

    We are sorry to hear about your poor experience with our staff. We ensure heavy customer service training for all staff on board. We will remind everyone to treat everyone with kindness. Thank you and enjoy the rest of your day. 

    Customer Answer

    Date: 01/02/2024

     
    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:12/26/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    When you search ****************** ******** on ****** this is the first link that pops up. It's obvious they pay a lot of money to be able to do this and trick people that aren't from here into buying tickets for them instead of ******************. My wife purchased tickets online for a timed entry and when we got here to ****************** they told us it was for the wrong one.We did the next logical thing to do when something like this happens which is to try to call to get a refund but guess what? They're ***** number is a disconnected line. The only way to reach them is through email. This is obviously intentional.I know that when you setup for your business to be found on ****** search it asks you to put on there keywords and it is obvious that they are using ****************** as a key search word to find their product when they're NOT ******************.This is an unlawful way to do business. On top of that not being able to reach them by phone? What kind of acredited business can't be reached by phone in 2023? And a No Refund policy? It's obvious they get this complain a lot which is why they do not refund and which is why they keep doing this, it's easy money. They are frauds and should be stopped!

  • Initial Complaint

    Date:05/10/2023

    Type:Sales and Advertising 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.
    May 9th 2023 I reserved tickets for $70. It clearly states no refunds due to weather or visibility but thats it. I had a family emergency overnight and will not be able to make it on May 13 2023 like I had scheduled. Now they are saying no refunds at all via email. If that is there policy then it should be stated no refunds at all not just due to weather.

    Business Response

    Date: 05/11/2023

    Hello, 

    We are refunding this guest and reviewing our FAQ section of our website. The clause is stated there and we will better define our policy before the guest purchases on our ticketing page. Please advise that this open case is now closed. 

    Kind Regards. 

360 Chicago is NOT a BBB Accredited Business.

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