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:04/11/2025

  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 visited Sesame Place on June 17 & 18th, traveling 6 hours from ************* with 3 adults and 3 children. Before the trip and while purchasing a cabana ($600) with magic bands, I confirmed multiple times that all water rides would be open, as that was the reason for the trip/cabana purchase.When we arrived, despite the app continuing to say all rides were open, every single water ride was closed with lifeguards blocking the entrance. After waiting over an hour to speak with guest services, I learned that this was an issue known in advance based on the Philadelphia school calendar - the park knew lifeguards would not have completed training and water rides could not be open but they did not share this information when I called to confirm multiple times the week prior or on the app/********** was a huge amount of money spent on a cabana and magic bands, which were basically useless.They offered us a lunch with Elmo on 6/18 for our trouble (we had already booked one on 6/17) and when we arrived our names were not on the list, after we had gotten my kids all excited only to be disappointed. They instead then gave us cards to get food from the concessions stands, all of which had run out of all the included snacks (I still have the unused vouchers).Due to the significant number of issues, they offered to transfer our reservations to a date later in the summer 2024 but we were unable to make the trip/hotel stay again that summer.I was told to call customer service to make the arrangements for a make up trip the following summer (2025) since the guest services system only went through 2024, but 10 months and many phone calls later, I still have not gotten any response or email with details for how to make it happen - this is extremely frustrating and feels like they will just tell you what you want to hear while you are in the park and there is no one that can solve the problem once you leave - I request outreach from Sesame Place to fix this issue.

  Business Response

  Date: 04/15/2025

  Thank you for sharing your feedback with us. At Sesame Place, we are committed to providing all our Guests with a positive and memorable experience, and we are sorry to hear that your visit did not meet expectations. A representative from the park will be contacting you directly to help resolve this issue.

• Initial Complaint

  Date:03/30/2025

  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.

  Sesame Place cares more about making their money than actually providing a good experience for their guests. It starts off with $40 parking if youre handicapped - otherwise, you can trek from all the way across the super accesible and close complete other side of the highway. Really cool when, Id estimate, 25% of your clientele is handicapped. Once youre inside, the park is filled with whining - and I dont mean from the literal children taking up most of the park. A disgusting amount of the adults that bring their children ruin the atmosphere and overall enjoyment of the park by scolding their kids left and right for not wanting to do something, mostly ride a ride. This completely ruins the experience for me and ESPECIALLY my child that turned to me today and asked You wouldnt treat me like that, would you? Security cares more about loss prevention than protecting their most valued guests.

  Business Response

  Date: 04/01/2025

  Thank you for sharing your feedback with us. At Sesame Place, we are committed to providing all our Guests with a positive and memorable experience, and we are sorry to hear that your visit did not meet expectations. We would like the opportunity to learn more about what happened and address any concerns. Could you please let us know a convenient time and day for us to speak with you? We look forward to hearing from you.

  Customer Answer

  Date: 04/02/2025

  Sesame wishes to speak with the me - I can be contacted by my cell phone number almost any time or can be reached via email as frequently. 

  Business Response

  Date: 04/04/2025

  Thank you for providing this information. Someone from Sesame Place will be contacting you today.

• Initial Complaint

  Date:03/29/2025

  Type:Customer Service 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.

  My family pre-purchased tickets to the park in December- 3 tickets for around $125. We drove up from ******** to attend, but traffic caused us to fall behind. I saw their website that they dont offer refunds, but were willing to change the date on a ticket after contacting them. I was on hold with them for (currently) 4.5 hours, including calling and requesting a call-back that rang once and disconnected before I could answer with the phone in my hand. I am still currently on hold.The fact that they offer date replacements on their website but that customer service is nonexistent to do so is predatory. If you provide no way to contact to change the reservations, then you do not in fact offer date changes and it should be reflected on your website. If- in fact- customer service is so busy that waiting on hold for 4.5 hours is typical- then you have abysmal customer service that requires an overhaul, because your customers are not being served.

  Business Response

  Date: 04/04/2025

  Thank you for sharing your feedback with us. A representative from the Sesame Place will be contacting you to address your concerns. Could you please let us know a convenient time and day for us to speak with you?

  Customer Answer

  Date: 04/05/2025

  [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:
  
  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:12/21/2024

  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've spent collectively 7 total hrs on the phone with sesame green c number, I was issued 2 tickets to return and a dine w **** which I tried to reschedule at a later date to spend another hour on the phone to be told it's 50$ to reschedule. I purchased a platinum pass and a vacation package for my sons birthday 6/12-6/16 upon arrival to the park as others said it was so crowded and dirty littered with young employees whom could not care less. Lines of 2+ hour waits on every ride, there was also a heat wave and only 2 water rides were open the entire time we were there we didn't get on any. The park food took 2+ hours to grab lunch. My elderly aunt needed to rent an ev and every single day it died in the middle of the day like clock work, 300$+ for a ******. Everything was a wait from buying a hat which took 40+ minutes because they don't know how to apply a discount that's already paid for, I went to three shops because nobody knew how to process a discount and I forgot my sons hat and he was burning up. Additionally- since it was so overcrowded there was nowhere to sit so it was be in line or be walking around pushing threw crowds. This trip absolutely ruined my sons birthday and we went to digger land right after. Everyone and I mean everyone was at the help desk trying to get refunds and all they were doing was saying it was not there problem and to call the number on the green card, I spent hours standing in lines trying to rectify problems and get discounts that should have just been applied already without hesitation. I don't understand how you can run a park with such negligence and no maximumc limit. Additionally 300$ of cash was stolen out of my stroller the first day we arrived I notified security and even on the third day after constantly checking back nobody even got back to me about the security footage. I filed a police report. Tourist trap!!! I tried to give them another go but they didn't reschedule and kept me on the phone for another hour. Help!

  Business Response

  Date: 01/08/2025

  Please see your personal email inbox for correspondence regarding this complaint.

  
  

• Initial Complaint

  Date:09/05/2024

  Type:Sales and Advertising 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 went to the park and had several transactions. The park doesnt take cash they make you use a card when I looked at my receipts they charged me a 5% fee to use my credit card that they insisted I us. I dont believe this is legal.

  Business Response

  Date: 09/07/2024

  Hello,

  Please see your personal email address for information regarding the 5% surcharge.

   

• Initial Complaint

  Date:08/27/2024

  Type:Sales and Advertising 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 7/9, I purchased a season pass to Sesame Place in anticipation of a visit to the area on 8/8 and 8/9. Unfortunately, there was a storm in the area on those days and we were unable to go, as we had expected. I called up on 8/8, explaining the situation and after much back and forth, the ambassador promised me 4 passes to be used within the next 2 years. He took down the names of the people for the passes and verified my email address. I did not receive any further correspondence from Sesame Place. I called again on 8/27 and spoke with a supervisor, named ****, who was able to listen to the phone call on 8/8 in which I was promised 4 passes to the park but told me that the passes weren't approved by the supervisor and therefore, would not be honored.

  Customer Answer

  Date: 08/30/2024

  Yes, the interaction was between myself and Sesame Place in *********, **. The purchase took place online and subsequently communication took place via phone calls. 

  Business Response

  Date: 09/07/2024

  Hello,

  You should be receiving an email from SeaWorld Parks and Entertainment containing the complimentary passes you were promised.

  Customer Answer

  Date: 09/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22203513
  
  I am rejecting this response because I was told that I was not going to receive passes (no matter what). If passes had been their initial response to my request (as it should have been), the matter would have been closed. However, I then went on to file the complaint with BBB and my credit card company, which took a considerable amount of time on my part. I now want nothing to do with this business, as trust has been broken and I do not have faith that passes would even be honored. I now require a full refund of the purchase price, which is $171.18, to consider this matter resolved.
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/09/2024

  Hello.

  Please see your personal email address for further correspondence regarding this complaint.
  My previous response through this portal was confirmation that you were to receive the requested tickets.

  Customer Answer

  Date: 09/10/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22203513
  
  I am rejecting this response due to the reasons I mentioned in my last email to *******************************. Resolution at this point requires a full refund. 
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/14/2024

  Hello,

  As per our email conversation, I believe we have reached a compromise that works for everyone.

  I appreciate your patience and understanding.

  Customer Answer

  Date: 09/16/2024

  [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:
  
  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:08/12/2024

  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 am writing this to complain of the awful experience we had on 8/10/2024 in the Sesame Place in **, *********. We got to the center section at 2pm waiting for the parade to start, when it was around 2:45-2:50, my daughter was just eating her popcorn and enjoying her time while waiting for the parade to start. This girl staff kept coming over to tell my daughter to step back in of the yellow line, the parade didnt even start yet, she was not bothering anybody. When the parade starts, I am most upset by the fact that when my daughter was dancing and sometimes she would get out of the yellow line by a little bit but we pull her back right away and tells her not to go out of the yellow line due to safety concerns, she would keep coming at my daughter and tells her to step back in and tells us to HOLD her still in the most annoyed tone, in a disrespectful way. We are passholder members, and we understand the rules.There was a Girl in front of her that is the same Race as her step out of the yellow for at least 1-2 minutes and she did not say a word,my daughter happen to step out of the yellow line and she came at my daughter, again, she put her hands on her hips, sighs and says:What is their problem?! Then talks about us to the Spanish-speaking family in front of her. That is being Racist! We were embarrassed at the fact that not only she was talking bad about us to the other customers, when the parade ends, she was talking about us again to her whole crew, they were smirking at us, laughing at us. The whole experience we had today was so awful, we felt so embarrassed and upset. I spoke to a manager in regards to this matter in Guest relation, I asked what should we do if we see her again during the next visit, I was told to just go to a different section to avoid her. Sesame Place is for us to bring kids in to have fun, not to go there to get judged and laughed at.

  Business Response

  Date: 08/14/2024

  Hello,

  Please see your personal email for further correspondence regarding this complaint.

  Regards
  ***********************

• Initial Complaint

  Date:07/28/2024

  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.

  We had a vacation package booked 7/19-7/22 which included a stay at the **************************************************************** with 2 day park across. We made complaints to the hotel on 7/19 and 7/21 regarding the cleanliness of the hotel and becuase it was not resolved in tandem with the issues we had at the park we checked out on 7/21. We were told the hotel could not reimburse us for any of our stay because we booked a package through sesame place vacations.I contacted sesame place on 7/23 to make them aware we were unhappy with the hotel due to issues of cleanliness and sanitation- and were also unhappy with our hotel experience at the park as there was alcohol and drug use, and police intervention in physical altercations between other park guests. I was told someone would call me back.On 7/29 still had not heard back so I called sesame place again. I was told nothing could be done because I did not contact them sooner and I should have contacted them while I was already at the park. After going back and forth with a customer service representative who would not help me I asked to speak to a supervisor. I was kept on hold for 48 minutes at which point the supervisor advised me I couldnt be refunded because I didnt cancel 72 hours in advance. I explained I was not cancelling, I planned to go on my vacation but the hotel was filthy and the experience at the park was awful at which point he told me he couldnt help me and hung up on me.

  Business Response

  Date: 08/24/2024

  Hello,

  Please see your personal email for further correspondence regarding your complaint.

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

  Customer Answer

  Date: 08/25/2024

  The company has agreed to resolve the issue with me privately. Thank you for your assistance with this matter.

• Initial Complaint

  Date:07/24/2024

  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.

  My family and I drove almost 4 hours to visit Sesame Place PA, as we do every year. On Sunday 7/21/24 we were on Big Birds Ramblin River, and my daughter came a second away from DYING. She was swimming along and something floated through the water and hit her face. I scooped it up with my hand to the throw it to the side and as I picked it up, it was a hard rock tied in a plastic bag, later confirmed to be CRACK COCAINE. Had my daughter opened her mouth at that second, or the bag had a hole, she would have DIED. I have never seen drugs before and am HORRIFIED as this is a park for children. I immediately grabbed my kids out of the water for fear it could be in the water and ran to guest services and demanded police. The officer took the item and said youd be surprised what people bring in the park. Although everyone was not unkind, nobody seemed to realize how close to death my 2 year old came, or how traumatizing and terrifying this was. I demanded they drain the water and evacuate the ride, which I know logistically could be hard, but I was so upset and scared. The ride was filled with babies and families. They told me they would put in more chlorine. I have been sick over this for days now, waking up in the night with fear of what could have transpired. My two small children (2&7) now know what crack is, and what it looks like, which no child should. If anything had happened a little differently I wouldnt have my 2 year old here with me now, and my son would have lost his sister at a place that used to being such joy. I can not stress how sick I am over this. We spent over $500 for this trip. It is so disheartening. I know the park didnt put that in the water, some scumbag did, but we go through security checkpoints, and it was not confiscated. I have tried to find an email to corporate with no luck, only a form to send questions on their website. My mom and I were in tears at the park, I cant stop thinking about this event.

  Business Response

  Date: 07/25/2024

  Hello,

  Thank you for reaching out. As discussed, we will be issuing a refund for your visit.

   

  Customer Answer

  Date: 07/26/2024

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

  Thank you for reaching out to me via email stating you would issue a refund, it is kind and appreciated. However, I sincerely, sincerely, hope that after this situation, Sesame Place will be more vigilant with checking items guests are bringing into the park and find a way to prevent anything like this from ever happening again. My family has had so many magic memories at your park over the years, as I am sure many other families have as well, but I am beside myself over what happened, and it is all I can think about. I hope you are somehow able to catch the person who brought this into the park, to make sure their children are not in danger (I am assuming they have small children as most people visiting your park do) and have police deal with them accordingly. It is very important to me that something is done to increase safety measures to prevent another incident like this. 
  
  Regards,
  
  ***********************
  

  
  

  Customer Answer

  Date: 08/13/2024

  I was told I would receive a refund but I have yet to receive one. 

  Business Response

  Date: 08/19/2024

  Hello.

  Refunds that are tied to a vacation package purchase take more time than refunds directly through our system. I have confirmed with the vacation package group that this refund is in-process.

• Initial Complaint

  Date:07/21/2024

  Type:Sales and Advertising 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.

  We had 8 tickets to sesame place. We entered the park around 5pm. The plan was to stay until 9pm. I went to the funnel cake stand at 6pm. Placed an order for 2 funnel cakes. The total was around $32. I saw they were overcooking and burning them and asked the cashier sianni, p to ask them not to burn mine. She said ok. As we were waiting, I noticed her passing funnel cakes to many people that ordered after me. I patiently waited for 40 minutes until I was one of the last customers. Another customer asked the cashier how come she was serving people that came after me. The cashier yelled and said there was no way she could know who ordered first. I told the cashier that I asked multiple times when my order would be ready and she was literally screaming in my face that she had no help and how is she supposed to know what customer to serve. At this point shes clapping her hands aggressively and yelling profanities. I kept repeating I wanted my money back instead but she kept yelling. Another staff member had to come over and yell over her to stop yelling at me. She kept going. Two other staff had to come over and physically remove her to the back. At this time shes jumping and trying to get at me like she wanted to assault me. I asked again for a refund and the new cashier just stared at me. I go to guest services. Explained what happened and they just refunded the funnel cakes on my card and gave me two stale burnt funnel cakes. She said she know that ruined the experience and hoped that a refund in two weeks of the funnel cakes would help. This experience made us have to leave immediately. My kids were afraid and nobody wanted to be there any longer. We almost got into a physical altercation by initiation from a staff member and all they could do was resume the food. The view this put into my kids was that this was a bad experience and they were not safe to return. A refund of funnel cake is not enough to make this right. At all.