Complaints

This profile includes complaints for Great Smoky Mountains Railroad's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Great Smoky Mountains Railroad

  226 Everett St Bryson City, NC 28713

• 

  Great Smoky Mountains Railroad

  PO Box 1490 Bryson City, NC 28713-1490

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:10/23/2024

  Type:Product Issues
  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.

  On August 13th, I purchased 4 First Class Tickets aboard the Polar Express for November 25th at 5:00 p.m. The cost came to around $700, with merchandise. This was going to be our train ride with my young family. My family was going to stay in the ********* area for Thanksgiving.Shortly after Hurricane ******, I called the Smoky Mountain *************************** for a refund or a credit transfer for another date. The representative stated I did not cancel before the 60 day policy standard to activate the refund. I asked for a manager. The representative replied the answer would remain the same. She also stated the area around the railroad was not damaged, so we probably should not cancel. She seemed out of touch and complete dismissive of the reality of most areas around ********************** and the governor telling visitors to stay away from the area unless they were coming to help. The area my family was supposed to visit was massacred.Obviously I made the phone call after cancelling my family flight reservations, which was credited back to me for future travel.I was given no direction or solution except for, Just wait a couple days before the train ride and we might be able to transfer your tickets with manager approval.I want to make experience this wonderful trip with my family one day, but the out-of-touch customer service department and complete disregard for the realities in most surrounding areas was disingenuous and frankly unbelievable.

  Business Response

  Date: 11/13/2024

  Please see attached Business Response. 

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On sept 1st of 22 I booked 8 tickets In first class on the Railroad for the polar express experience for Dec 27th 22.based on there website of a train car photo of a first class car with white linen tablecloths and wood paneling comfortable bench seating cars that they also described in the description. When we bored the train on the 27th the car we were seated in was a plan car with plan chairs crowded seating no wood and no white linen tablecloths. Not at all what was advertised or what I paid for or what was the Experience I wanted for my family. The train was sold out and we drove for 2 hr to get it so we stayed. I had my grandkids with me and I wasnt going to disappoint them. The next morning I called to make a complaint and spoke to ******, she said someone would get right back to me. No one did. I called again the next day and again ****** said someone would get back to me. No one called . Then I called again on the 2nd of *** and spoke to the ***********************, I told him I was not happy with the car I thought I was getting a car with nice benches and white linen tablecloths thats what I thought I was l paying for because thats what you advertised on the website, and it was false advertising and some of the cheaper cars were nicer then ours. He disagree with me. And said it was not false advertising. You need to look at the website! After going back and forth the only thing he would do was offer a small refund of the difference between the cars. I paid $586.74 he gave me $114.47. I am still not happy. This was a Christmas gift for my grandkids and family, it was not the experience I paid for and was expecting, the train was sold out even if I Said something at the time he couldnt have done anything. This is false advertising and people need to be aware of this place and never travel on it .

• Initial Complaint

  Date:01/03/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 have emailed this company and called this company with no return on either side. They are ignoring me. On Saturday, December 23rd, my family and I had the opportunity to visit your event for the polar express. My children were so excited, as this was supposed to be a magical time for them right before ***** came the next morning. I am writing with a few concerns. First, my son had used the bathroom in his diaper and needed to be changed. We asked one of the ladies in white (straight hair in a tie back) if we could change his diaper in the stall. She rudely claimed it was out of service. Her attitude was unacceptable. We then asked the other lady in white (thick, curly hair) if we could just change him in there so he was sitting in p*** the whole ride. She told us she would ask someone to unlock the bathroom. We never heard back from her, instead, she grabbed an air freshener and sprayed it all over my family and I. I am going to note that we are an all natural family, and I DO NOT put chemicals on my children. The air freshener contains chemicals! As she walked back to her counter, she said loudly "now it'll smell like apple cinnamon shit" to the others riding the train. What an embarrassment! It is natural for young kids to use the bathroom!!! I am extremely disgusted and my 3 boys should NEVER have to experience such a nasty experience with Santa!I want a refund for the train ride. I also want a refund on parking, as the workers up front didn't even ask to see us parking pass!Most importantly, I want a response back. Communication goes a long way!