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Business Profile

Entertainment Bureau

WonderWorks Pigeon Forge

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Entertainment Bureau.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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  • Initial Complaint

    Date:09/09/2024

    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.
    I recently planned a vacation for our family of 6. I planned everything from activities to meals. I set a specific budget for it all. I went to purchase tickets online for each event we had planned. Wonderworks was one of places we planned on attending so I went online to purchase tickets at a discount on their website! I noticed a huge disclaimer that said make sure billing info is correct at checkout or they will hold your money. I triple checked everything was put in correctly, once I hit purchase tickets, I got an error message that said couldn’t process our transaction. I got to check my account and sure enough the money is gone! I had no tickets and out the money on 6 tickets. Caused us to not be able to take our children to Wonderworks and today is day 7 and they still haven’t refunded us our money. I called and the lady said they have issues with their system. So why offer the option to buy tickets online if it’s faulty? Seems like a huge scam to me! Beware! If you plan on attending this attraction don’t buy tickets online!

    Business Response

    Date: 09/16/2024

    Good afternoon,

    I am very sorry to hear that there was a problem with purchasing tickets for WonderWorks.  Any time that a guest enters information that doesn't match exactly what their credit card company has on file, the transaction is declined.  When the transaction gets declined, we do not receive any money from the guest. Had the transaction gone through, we would easily refund their money right away. It typically takes 5 to 7 days for the funds to be released by their bank or credit card company. The message on our website is copied below.  If you require any further information, please don't hesitate to reach out to me at [email protected].  I will be happy to assist in any way that I can.

    Thank you,

    Joseph ***********

    General Manager

    DOMESTIC CARDS: When entering in your address the billing address and zip code MUST MATCH the information your credit card company has on file or the transaction will decline and CREATE AN AUTHORIZATION HOLD THAT COULD TAKE 5-7 DAYS TO ROLL OFF.

    Payment:
    When attempting to make payment, if you receive the message "We could not process your credit card, please try again.", please double check you are entering the address the your credit card company has on file for address verification services.  IF YOU ENTER YOUR CREDIT CARD BILLING INFORMATION INCORRECTLY, IT COULD CAUSE AN AUTHORIZATION HOLD ON YOUR CREDIT CARD THAT COULD TAKE 5-7 BUSINESS DAYS TO ROLL OFF.

     

    Business Response

    Date: 09/27/2024

    Have you received the credit back from your credit card company?  If not, please give me a call at 865-868-1816 so that I can get further information from you to help you to retrieve your money by reaching out to your credit card company. 

    As we informed you earlier the sale did not process.  We were never given any money for your order that was declined.  Unfortunately, we cannot refund monies never received.  It's your credit card company that decides whether to accept or decline not us.

    There are thousands of credit card companies each one with their own set of restrictions' for processing a charge.  The biggest reason we have found is address and/or zip codes not matching.  This is why the warning is on our website.  I'm sure there are other restriction we are not aware of.

    As I mentioned early if you give me a call, I'll be happy to work with you and your credit card company to see if we can find out the reason.

    Kathy ***                                                                                                                                                                                                                                                                                                                                                 Accounting Manager                                                                                                                                                                                                                                                                                                                                                        Wonderworks Pigeon Forge

     

    Customer Answer

    Date: 09/27/2024

     
    Better Business Bureau:

    I realize this can continue to go back and forth. Due to me longer having the time or energy to continue this battle with Wonderworks. I will just let it go. We will not visit the establishment when we return to Tennessee next year.  

    Sincerely,

    Jessica *******

WonderWorks Pigeon Forge is NOT a BBB Accredited Business.

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