Complaints
This profile includes complaints for DiscoverBranson.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:12/04/2023
Type:Status:AnsweredMore 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.
Friday December 1, 2023 I went into the Discover Branson office. I was wanting to purchase a getaway for our daughter-in-law for Christmas. I was quoted what I would receive in a package for a one night getaway in Branson. The quote was $200. I told her I would shop around and come back if we wanted her offer. She seemed honest. I actually found a comparable deal at a different location. But I wanted to give the one who waited on me a chance to match it. We went back to Discover Branson. It was almost time to pick up our grandchildren from school so I took her word for what she was giving me. However, I did not receive anywhere close to the items she said. I didn't read the itemized paper. I just took her word for it. That was my fault. I doubt you can do anything to help. But I feel like I should at least warn others. Thank you
Business Response
Date: 12/04/2023
The package purchased and the order details are included with our response. This customer requested a hotel with an indoor hot tub, fitness center and hot breakfast. That is exactly what was provided. The package came with 4 VIP Tickets, 1 - Old Time Photo with 8x10 souvenir photo and a Branson Guest Card. The total price with tax was $239.32, which was valid for use anytime. While we have spoken with this guest to ensure deliverability of the certificate, there has been no conversation regarding the contents of the package being inaccurate. This complaint comes as a complete surprise, as does the negative complaints. We are happy to refund the customer and cancel the package they purchased. If the customer would like to explain how the package they purchased differs from what they understood it to be, we are happy to look at that and determine if anything further can be done. The package sold was discounted further to be competitive with the other offer the customer claimed to receive. 1 Night at the ****************, 4 VIP Entertainment Tickets, 1 Old Time Photo Session with 8x10 Photo and a $40 Branson Guest Card for $239.32 is an extremely low price. In addition, there are no sales presentations or any other "Catch" that other Branson companies include with packages. If the customer would prefer a full refund, we are happy to provide it.Business Response
Date: 12/05/2023
In an attempt to resolve the situation, we have pulled the full audio and visual files from the transaction. We have also adjusted the certificate to include "Merry Christmas" and also elaborated or changed wording to meet customers needs. Below is the email chain, thus far.
Dear Customer,
Please see the attached certificate and see if that meets your needs for an appropriate Christmas Gift Certificate. We did pull the video and recording of your transaction. We are happy to share that with you if it will help clarify any details. In the video you asked for the certificate to say any 4 *********** but as ******** explained, we must put a hotel name down so it is understood as the "Tier" of lodging. We don't offer every hotel in Branson for choice in the package. That is why ******** went to great lengths to show you pictures on her computer screen and specifically name the hotel they would likely stay in, pending availability. Perhaps *** Tickets did not properly connect with your understanding of the "Activity Tickets". You say the work activity a lot. You even reference it regarding the other package you looked at with the lady at Save on Branson, but you didn't like the "activities" she had compared to ours. We changed the name to *** Activity Tickets on the certificate to help ensure you understand. We also added the current list to the certificate with the hopes that will remind you of the *** list you referenced on the counter and that you indicated you liked best.
We did provide you with a Branson Guest Card and a $20 voucher for a Cryptic Quest adventure at the time of purchase. If you wish to cancel this package and go with the package from Save on Branson that you referenced ******************** we are still happy to honor that and you can keep the $60 in items we provided to you as a free gift.
Our manager has attempted calling you over the last few days and left messages. He respectfully requests some time to speak about this situation to ensure you receive the highest levels of service going forward. His name is **** and he can be reached at ************.
Thank you!
Guest Services Phone: **************
*******************************************************************************************************;
Open 9am-6pm Daily www.discoverbranson.com
On Tue, Dec 5, 2023 at 2:26?PM Discover Branson <[email protected]> wrote:
Dear Customer,
Can you help us understand what an "appropriate Christmas Gift Certificate" means? What exactly are you wanting?
I'm sorry you regret coming back and can ensure you that being trusting of our company is not an error in judgement. There is a severe disconnect here and we are still trying to understand what you are referring to. There is a significant lack of detail, but we will pull camera video and audio to hear the exact conversation and attempt to get more clarity to the issue. The *** tickets include over 50 options, which does include activities. It is the list that you were shown at our office. Would you prefer to go with the other company you referenced? We can refund you 100%, as we are a very reputable company and would never attempt to make you pay for something you didn't understand.
Guest Services Phone: **************
*******************************************************************************************************;
Open 9am-6pm Daily www.discoverbranson.com
On Tue, Dec 5, 2023 at 2:18?PM **** **** <******************************> wrote:
I'm only responding because of the BBB and I want an appropriate gift certificate. I don't believe you are going to make this right, but hopefully you can give me an appropriate Christmas gift certificate. First of all, the hotel; I was told pick a hotel and ******* could pick a different one if she liked. The hotel seems fine. I'm ***** about the room they will be given just because of everything else. This next is a repeat. When I came the first time I was quoted $200 for a package. I made the mistake of coming back because I was trusting. I told what I had found out to see what she might be able to do. She said if I paid an extra $39 then the original package would be upgraded. As I have stated before, we were running late to pick up our grandchildren from school. I listened to her without reading the paper. The activity tickets (* tickets) were to be added to the *** tickets.Hello,
We received the complaint with the BBB and are puzzled regarding the 1 star review. The certificate specifically shows the 4 *** Tickets, which are the 4 tickets from the *** list. There is also an Old Time Photo with 8x10 photo and a Branson Guest Card. We didn't show anything regarding a room with a spa. It specifically stated that the hotel must be nice, have a hot breakfast, have an indoor hot tub and have a gym. The **************** has all of those requirements. You can view the property at ***************************************;
At this point, we need to resolve this immediately. We have not had any phone calls regarding this issue. We provided an exceptional package that is beyond what we would normally do to please you. Receiving a BBB complaint and 1 star review is unacceptable when we have provided everything promised and at an exceptional price and given no opportunity to address any issues.Business Response
Date: 12/07/2023
On 12/7/2023 we honored the customers request for a full refund of her money. We have also gifted her the items she took when she originally purchased her package. That refund receipt has been included. A full recording of the whole transaction, which lasted over 30 minutes is included here **************************************************************************************************; We wish we would have been given the opportunity to address any concerns prior to BBB complaints and 1 star reviews, but we believe that another company is responsbile for influencing the situation and making it such a mess. We wish this customer a Merry Christmas and Happy New Year!
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