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Business Profile

Amusement Parks

Dutch Wonderland

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Amusement Parks.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 0 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:12/02/2023

    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.
    In November 2022 I renewed our family's season passes and also purchased a Photo Pass that would have been valid for the 2023 season. Upon attending the park for the first time in 2023 (during their Easter openings) I found out that the vendor providing photo services had changed and our Photo Pass for 2023 was no longer valid. At this time the photo vendor employees stationed inside the castle gift shop were unable to help me resolve this issue. I provided them with my email address for further follow up. On April 17, 2023 I proactively sent an email to Dutch Wonderland customer service requesting resolution to my issue. After my email was forwarded to the "Finance" department I received a phone call from a Finance representative on May 2, 2023. During this phone call I was promised a pre-paid **** gift card for the value I paid for the photo Pass ($45+PA sales tax). I have not received this gift card and I have sent 2 follow up emails to the Dutch Wonderland customer service in the last 2 months, the most recent having been sent on November 19, 2023. As of today, December 2, 2023 I have not received this gift card nor any responses to my follow up emails. This issue is still unresolved. All I am asking is to be refunded the $45 + PA sales tax paid in November 2022. This company should never have even offered the Photo pass option knowing they were changing vendors for the 2023 season!!!

  • Initial Complaint

    Date:04/16/2023

    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 Saturday April 8th, my ********** visited the park, a 2 1/2 hour drive. The ticket seller (****?) communicated an incorrect price; we thought the price was the $35 per ticket but we were charged $271.12 for our 4 tickets. Our tickets have a number at the bottom of each if it helps:***** *** ***** ***** *** ***** ***** *** ***** ***** *** ***** *********** **** **)While there, we spoke with ***************** who tried to do a partial refund of $135 for **. They ran it twice but said the system wasn't working. So they told ** to call back if the refund didnt show up in a few days.Since being home, I have called & emailed and never get anywhere. The person on the phone tells me they can only process refunds via email. The email response indicates that we need to come there in person for them to investigate. When I reply that we have been there and the system was down, I get no response. Not the customer service I would expect after spending hundreds of dollars.

  • Initial Complaint

    Date:02/21/2023

    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.
    I purchased tickets online on 4/29/22 for 4 royalty plus 1 senior royalty plus 1 parking pass to be used on 5/7/22 including taxes & processing fees of $298.99. It poured rain on 5/7/22. We reported to the park customer service as directed (all 5 of us). Their representative ********** told us that the day had been marked as a rain date and we could apply those tickets as a credit any time within 12 months. I wrote it down on the tickets I had printed at home. Other people (customers) were also coming in & I would imagine they were told the same. I told the young lady that we would be back the same time next year (our grandson’s birthday) & she said “that’s fine.” A few weeks ago I reached out to Dutch Wonderland on ********* private messenger because I couldn’t figure out how to “apply the credit” and I was bluntly told that my tickets were only valid during the 2022 season- not for the one year (12 months) I had been quoted by their employee. Very poor customer experience. We spent $$’s here before but if there is no apology & resolution, We will never again.

  • Initial Complaint

    Date:10/25/2022

    Type:Sales and Advertising 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 purchased season passes for myself, my husband and out 4 children. We had several major things happen this year that prevented us from visiting even once. We never used any of the passes. I emailed customer service asking if they can be transferred to next year, they said all they can do is refund it. I said ok that would work, this was September 13th. I have messaged 3 times since then and still no refund. I feel like this is very bad service that I have to keep on them and they cannot just do what they said and we can all move on. The Info they wanted was ********* **** *** **** ********** ** Whitehall PA ***** same address ************ **** I sent all that to them in September.

  • Initial Complaint

    Date:08/30/2022

    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.
    After buying tickets online in July during a sale,- I found out I only had until the end of July to redeem tickets. I checked online several times that everything was good, I went there with my special needs son and got there just after 10am which is when they always open. After walking in the gate the employees were stopping everyone from entering saying they the rides don't open until 10:30?? They then were testng rides at 10:30, instead of before the park opened. Throughout the day I would say a good 25% of rides were closed?, and the main restaurant was said to only open at 11:30. We waited about 20 minutes along with others, and nothing no one was in there and the chairs were on the table. They never updated the sign, they opened late, and only 25% of rides were open, and now they are closed Tuesdays and so is the water park? Myself and others should be getting a dicount for all these issues going on. It was such a nice park too.

  • Initial Complaint

    Date:08/30/2022

    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.
    On 8/29/22 my family visited Dutch Wonderland. We had a terrible experience. We waited 1hr to even get into the park. Once we paid with our tickets, they immediately handed us a ticket to return on another day, because the entire water park was closed for the day. Very deceptive, as they waited until the paying customer walked through to inform us that the water park was closed. Additionally, many rides and vendors were also closed. It caused horrendously long lines for the rides that were open. Dutch Wonderland should not be able to charge full price for half the experience. They refuse to offer any type of compensation beyond a ticket to come back and visit this half run park. It was so bad even the staff were commenting on the chaos of the day. Something needs to be done so families stop getting taken advantage of. As far as I can tell this issue has been ongoing since Early August 2022 (according to reviews online). Additionally, being so poorly run I would be concerned about safety of the rides and attractions.

Dutch Wonderland is NOT a BBB Accredited Business.

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