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Business Profile

Tourist Information

Illuminarium Touring, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tourist Information.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 4 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:07/14/2024

    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.
    On July 14th i purchased a ticket to the Illuminarium and could not have been more disappointed. I immediately left and asked for a refund and was declined. I was told they were sorry it didnt meet my expectations. It was not at all what was advertised for tue experience. The city needs to shut this operation down. The disparity between what was advertised and what was actually displayed is profound.

  • Initial Complaint

    Date:07/12/2024

    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.
    On 7/4/2024 our family of 6 went to the Illuminarium exhibit on *********. We were informed that tickets needed to be purchased online and scanned when we arrived. There was a $5 service charge per ticket included. When we arrived, the cashier sold tickets to the couple in front of us at the venue without the $5 service charge. This was the first indication that we were not being dealt with in a truthful manner. We utilized the website advertising to make our decision to see this exhibit. The advertising did not resemble to product being sold at ********* at all. An immersive experience, showing projections on the floor and walls like you are really there. An MC or Narrator to give you context to what you are seeing. In reality it was a large wraparound screen with light coming in from outside on the top and bottom where it wasn't sealed up properly, nothing projected on the floor, no benches (as shown on the website) and absolutely no employees we could see except for the kids standing next to the entrance and exit. A ton of kids 5 and under running throughout the space screaming and chasing each other. We left after ***** minutes. Approached the cashier on the way out and asked for a refund and were told all sales were final and no refunds given. Very dissapointed and feel like we were lied to from the beginning.

  • Initial Complaint

    Date:07/09/2024

    Type:Service or Repair 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 attended the Illuminarium "exhibit" on July 7, 2024 with my 11 year old, paying $66.47 for a 35 minute projection of images on fabric draped around the room. This is NOT what they claimed it would be, but rather stated it's an incredible immersive, interactive experience unlike anything ever seen before. It was completely untrue, false advertising, and a scam.Here are the issues we experienced:-The whole time we were in there, staff was doing repair work, often blocking parts of the screen and just distracting from what was advertised as an "immersive experience."- The system glitched and went down about half way through and never fully recovered so the floor was no longer interactive, which is arguably the only thing remotely interesting about it...certainly not $66 interesting, but it's something.- The entire time we were in there, much of the screen was blurred/overlapped in a way that made it look like it was supposed to be 3-D or have some other high tech capability, but was malfunctioning.- The video quality was far from HD/4K as advertised...truly a bad picture even where it wasn't blurred.- Even if the repairs were done to make it all work properly, it is NOTHING to brag about...it's not nearly as captivating, high quality, interesting, or beautiful as any documentary I can see on a streaming service or ******* for free, at home. Complete scam.- There is zero accountability/interest in creating a good experience for folks as they have a NO MONEY BACK NO MATTER WHAT policy.I'm not alone as not only is there an outcry online (FB) about this, but while there, every group either walked out after waiting it out for 10 minutes hoping they hadn't just blown a ridiculous amount of money on a scam, or pulled out their cell phones to SCROLL!! This company needs to be shut down as they are bringing down the image of the Navy Pier. They are not worthy.

  • Initial Complaint

    Date:07/09/2024

    Type:Service or Repair 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.
    We were told the experience was something totally different than it was. We walked in, and walked out, we were told by staff to call or email customer service and they would process us a refund. I have done both and been refused a refund. My tickets werent even scanned in to enter.

Illuminarium Touring, LLC is NOT a BBB Accredited Business.

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