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Business Profile

Amusement Parks

Kidzania USA, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Amusement Parks.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 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:09/24/2024

    Type:Product Issues
    Status:
    Answered
    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 6/12/24 I purchased tickets to celebrate Mt daughters birthday on *******. On ******* we returned home from a trip to our home without utilities & damage due to the hurricane here in *******. We were displaced for weeks while repairs were being made and power was restored. Once we were back home and settled I contacted Kidzania to get a refund due to us no longer being able to travel for my daughter's birthday because we were stuck in a hotel, scheduling and checking on home repairs we were not able to leave the city. The company has not responded to my email or the 2 voice-mails I have left. I'm requesting a refund of $314.58.

    Business Response

    Date: 09/25/2024

    We have emailed the guest back because we were unable to find any ticket order related to the email address the guest has provided. Once we get either the email address that was used at checkout to place the online ticket order, or a copy of the receipt sent with the tickets, we will be able to assist further.

  • Initial Complaint

    Date:07/12/2024

    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 am writing to express my extreme dissatisfaction with the KidZania membership program.On June 8, 2024, I visited KidZania for the first time with my child and decided to sign up for a monthly membership. I was informed at the time of purchase that the membership could be canceled at any time. However, our experience at KidZania fell far short of expectations. The long wait times, limited restaurant options, and insufficient staffing created a chaotic and unpleasant environment. My child was unable to fully enjoy the activities due to these factors and lost interest after less than two hours.Given this disappointing experience, I decided to cancel my membership. I attempted to do so through the website's instructions but was unable to locate the necessary options. I then called the customer service line but received no answer. Finally, I sent an email requesting cancellation.After several days, I received a response indicating that canceling the membership within 12 months would incur a penalty fee. Upon inquiring about the exact amount, I was informed that I would need to pay the full remaining membership fees for the next 11 months to cancel. This exorbitant fee is an unreasonable and unfair cancellation policy.Furthermore, I discovered unauthorized charges on my credit card starting from July 8, 2024. I am deeply troubled by this entire situation. The combination of a subpar customer experience, misleading sales tactics, and excessive cancellation fees highlights a blatant disregard for customer satisfaction and ethical business practices.I am therefore formally requesting the immediate cancellation of my KidZania membership and a full refund of all associated fees. I urge you to review your membership policies and cancellation procedures to ensure fairness and transparency for your customers.Thank you for your attention to this urgent issue.

Kidzania USA, LLC is NOT a BBB Accredited Business.

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