Complaints

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:10/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 bought tickets to a music event at Meow Wolf in Santa Fe, NM. They cancelled the event and only refunded me $55.18. I want the rest of my money back, I did not cancel, they did. So I want $40.02 credited back to my credit card.

  Business Response

  Date: 10/26/2023

  Good morning, 

  This guest bought tickets for the ***** ********** show that was canceled by the performing artist. Their event tickets were automatically refunded, but they also have Early Entry passes on their order. that were not automatically refunded which was an error in our automated processes. We have since refunded those passes and the guest should see the $40.02 show on their statement in 5-10 business days. We also let our IT team know of this issue so that this does not happen in the future! 

  For additional context, this guest left an online review of their frustration, but online reviews do not have any email addresses and we were unable to find their order in our systems with just the first name from their review. We asked the guest to email us so we could locate their order to refund them via the online review. Since they did not do so, we sadly could not find their order with the very limited information we had from their online review. Once we had the guests' email address from this very BBB filing, we were able to refund their Early Entry passes that were tied to the cancelled ***** ********** show.

  Please let us know if there are followup questions, and thank you for helping us get this guest taken care of! 

  Customer Answer

  Date: 10/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  

  Better Business Bureau®:
  

  To clarify, upon seeing the partial refund, I did immediately reach out to the vendor using the ******************* email that was indicated in the refund email.  I received no reply to that email which is why I escalated the issue.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  Regards,
  
  
  
  ***** ****

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 9/30 I purchased two tickets to a concert at Meow Wolf on 11/30. The concert was postponed 5 hours before it was scheduled to take place and Meow Wolf refuses to refund the price of the tickets.

  Business Response

  Date: 12/08/2022

  Hello, 

   

  ******* ****** was refunded on December 7 at 11 a.m. for $61.20 to the card ending in *****

   

  Thank you! 

• Initial Complaint

  Date:11/21/2022

  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.

  This incident involves my 15-year-old son. I took him to an all-ages event at Meow Wolf on September 7, 2022. My son and I encountered an adult female who was wearing a fishnet top with nothing underneath, bearing her breasts. The first thing my son said was, “There are 8-year-olds here!!!”. We approached the staff and we were told they “Were on it”. We encountered the woman two more times so we went back to the staff and asked them to ask her to cover up or leave. We were denied and told that her attire is not against their dress code. I told them that other parents need to be made aware of this and that I would see to it that they are. We proceeded to go upstairs in hopes of avoiding the woman. Two employees approached us and told us we had to leave and that we were “86ed”. Their dress code states that bearing one's nipples is not allowed. Alcohol, nudity, and minors under the same roof. There are no safe places left to take out children. We were told we would get a refund. The amount is $66..62.

  Business Response

  Date: 11/24/2022

  Hello, 

   

  ******** ******* came to House of Eternal Return which is our Meow Wolf in Santa Fe on ********* ** ****. 

   

  There was a formal incident report filed due to their misconduct, and they were ejected for breaking our Code of Conduct. I have attached a screenshot of the incident report. 

   

  The guest was offered a refund when they first approached the front desk and when that did not assuage the guests' concern, they became physical and verbally abusive. We will not be issuing a refund at this time. 

• Initial Complaint

  Date:11/01/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 was intending to purchase tickets for Meow Wolf exhibit in Denver, Colorado on October 31, 2022. I did not know that Meow Wolf has exhibits in other cities, states or locations. There is a fixed exhibit in Denver, Colorado that I am aware of through word of mouth. I searched for tickets online through the main website was taken to a page to purchase tickets in a different city entirely. At the time of entering my credit card information, the ticket information simply said Meow Wolf Events, with no full venue name, concert date, time, and full address of event location, including venue name, street name, city, state, and zip code. Therefore, through a sequences of poor website design and intentionally misleading ticket information, I was not given tickets to Meow Wolf DENVER as I had intended to purchase. This whole experience let to lack of goods/services purchased. I request a full refund of the total amount for this order.

  Business Response

  Date: 11/02/2022

  Hello, 

   

  Meow Wolf has refunded the guest in full and send correspondence of the refund confirmation at 2:49 p.m. MT on November 1, 2022. The attached screenshot includes the message but please do let me know if there are further questions. 

   

  Thank you!

   

  ***** *****

  Meow Wolf Guest Experience Team Manager

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

  Customer Answer

  Date: 11/15/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  This dispute was not resolved. Meow Wolf, Inc. claimed to have processed a refund, but they did not. I had to perform a dispute through my bank.
  
  
  
  Regards,
  
  
  
  ******** ********* 

   

  Business Response

  Date: 11/15/2022

  Good afternoon, 

   

  We tried to refund the order and we are unable to due to the customer's actions of filing a chargeback. 

   

  Thank you! 

   

   

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair 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.

  I purchased 3 tickets to a concert at Meow Wolf, Santa Fe location to ********** on September 9th, 2022. During no part of the purchase process is there a warning or disclaimer explicitly stating that under no circumstances will people under the age of 21 be permitted into the event. Furthermore, all the corresponding emails I received confirming my purchase state, “For all ages events, minors must be accompanied and supervised by a guardian over 18 years old”. The emails did not mention this was not an all ages event. Meow Wolf has been a family-friendly outing for me in the past and I have never been to a concert that did not allow minors accompanied by an adult. I reached out to Meow Wolf for a refund after my family and I were denied entry to the event, as one of my family members was 19 at the time. At the facility, during our refused entry I spoke with an employee of Meow Wolf to express my disappointment, ******* ****** informed me this is a common occurrence, this brought further concern as it is a known problem that has yet to be corrected. Lauren advised me to contact ********************* for a refund, which I did. After contacting the email I was informed by an unnamed person that I will not be given a refund as the event was 21+. I expressed that that information was not obvious and as it is a known problem it appears to be intentionally deceiving in order to continue to scam people out of their money. Meow Wolf is aware of this common misunderstanding and has made no efforts to correct it for future patrons. Their lack of action is ethically questionable. I would like a refund for my tickets, as well as action to alert future patrons. Thank you.

  Business Response

  Date: 11/14/2022

  Good morning, 

   

  Meow Wolf states the age requirement for all shows on the Events page prior to purchasing. We do so in an effort to educate the guest before they start the purchase process, ideally so they are well aware of the age requirements before payment is taken. 

   

  We have attached screenshots of the ********** show specifically and the advertised age requirement of 21 years of age or older. 

   

  Meow Wolf also has a non-refundable policy on all ticket sales, as outlined in the purchase process via the Terms and Conditions. We have also attached screenshots of that correspondence for your review. 

   

  We communicated this all with the guest, and screenshots of that conversation are attached for your review. 

   

  Please let us know if you have further questions. 

  Business Response

  Date: 11/18/2022

  Good afternoon,

   

  Events with age restrictions are stated on the events page because they vary by show. 

   

  The Meow Wolf FAQs reflect this and we have supplied screenshots for your review. 

   

  Thank you! 

  Customer Answer

  Date: 11/21/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I was informed by your staff that this is a common problem. If your 21 only restrictions were advertised appropriately, this wouldn’t be a common problem. You are aware of this problem and have made no efforts to correct it for future patrons. Why are you not making advertising more clear? Do you not want to correct this for future patrons?
  
  
  
  Regards,
  
  
  
  ******** ********
  * 

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]