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Business Profile

Gardening

Tower Hill Botanic Garden

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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:01/02/2025

    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.
    I am filing this complaint due to a disappointing and inflexible response from New England Botanic Garden at Tower Hill regarding unused tickets for their Night Lights event. My family and I are long-time patrons and supporters of the Garden. We had planned a family outing for December 26th, but on Christmas night, I and my young child (just over a year old) became suddenly ill with norovirus. As a result, four members of our group were unable to attend the event.We called the Garden the next day to explain the situation and request a reschedule or refund, but we were told that because we hadnt canceled by their 5 PM deadline on Christmas Day, no accommodations could be made. This policy is unreasonable, particularly on a major holiday and in light of the sudden nature of our illness, which occurred late at night.The only options offered were to turn the ticket cost into a donation or apply a small membership discount for future purchases, both of which felt dismissive and inadequate. As loyal patrons, we are deeply disappointed by the lack of flexibility and compassion shown in this situation.We are seeking a full refund for the unused tickets and urge the Garden to reconsider its policies to better accommodate loyal supporters who encounter genuine emergencies.Desired Resolution:I am requesting a full refund for the unused tickets due to the unavoidable and unforeseen nature of the circumstances.This should meet the requirements for a formal BBB complaint submission.

    Business Response

    Date: 01/03/2025

    While did not have a reservation under **** ********* name, we did have one under his mother's name, **** *******.  Our policies were reviewed with **** at the time of this complaint being filed.  We have since been in touch to review additional options which included a refund for the unused tickets or the option to use them at a later date.  They chose to refund the unused tickets and are now satisfied with the resolution.

    Customer Answer

    Date: 01/03/2025

     
    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,

    **** *******

Tower Hill Botanic Garden is NOT a BBB Accredited Business.

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