Initial Business Response /* (1000, 5, 2014/06/11) */
Aloha [redacted],
My sincere apologies for the delay in your refund. Your situation did slip through the cracks and I wish to make that right to you.
I have looked into the credit card processing on our side and I am unable to...
process a refund back through your account. I will send you a refund check in the amount of $69.42 if you could kindly send us your address. I will also include a free pony ride for kid gift certificate due to our delay in issuing this refund.
I checked into your ride situation and did find that the staffing was assigned according to our guidelines for staffing. We take 2 children under 7 years old for one wrangler. The wrangler is to lead the two horses for the 5 and 2 year old and you were to be invited to walk alongside. Your other two children were 9 and 7 and were old enough to be on the horse without assistance from the ground. They were to follow along with the wrangler on the ground. There was to be no other staff assigned to that shift. Upon talking with [redacted] he mentioned that the 5 and 2 year old truly weren't ready to ride and to force them on the horse wasn't going to be a safe situation for all involved. It sounds like wise judgement was used by all to not carry out the ride with the 5 and 2 year old with the fear they had.
Our cancellation policy does state no refunds are issued for those that decide not to ride at the last minute due to the fact that the work was pre-done and pre-scheduled to have your ride booked and horses prepared for you. However, we do our best to be accommodating when those situations do arise.
Regardless of the circumstances around your ride, we are offering you the refund and gift certificate due to the lateness in having this situation resolved with you. Thank you for allowing us to rectify your ride refund. Please drop your Mailing address to us at [redacted] and we will mail out your refund.
Mahalo,
[redacted]
Gunstock Ranch Owner
Initial Consumer Rebuttal /* (2000, 7, 2014/06/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your quick reply, [redacted].
I am aware of your cancellation policy as I read it thoroughly on your website before booking. However, I was not aware of your staffing guidelines. I was under the false assumption that there would be a wrangler for the older two girls and a wrangler for the younger two girls.
I appreciate your consideration for the safety of the younger two girls. Though they have ridden horses in the past with no issue, they were definitely not ready to ride an that particular day. I now know not to offer this activity to them for some time so that they can mature before attempting another ride.
As requested, I will send you my mailing address. Once again, thank you for your response.
Mahalo,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Aloha [redacted], We apologize for not getting back to your concern quicker, an old email was on file. We would be...
happy to honor your 2 for 1 coupon in the [redacted]. Unfortunately, this coupon was printed without our permission. We contacted [redacted] and the sales person that pushed our paper work through without our permission was let go. However we have still been honoring this coupon as best as we can because the coupon had already been printed and distributed. Our only stipulation for the coupon is to not allow food rides or the pony rides with the 2 for 1 special. We will allow the Scenic Ride, Sunset Ride, and Moonlight Ride to be honored with the couponl. If you would like a food ride (Sweetheart, Picnic, or Dinner Ride) we are happy to honor the value of the ride and have you pay the difference to upgrade. Unfortunately we can't honor the for pony rides for this price as it is a private specialty ride. Please let us know how we can help further. Mahalo, Lilia
Initial Business Response /* (1000, 5, 2014/06/11) */
Aloha [redacted],
My sincere apologies for the delay in your refund. Your situation did slip through the cracks and I wish to make that right to you.
I have looked into the credit card processing on our side and I am unable to...
process a refund back through your account. I will send you a refund check in the amount of $69.42 if you could kindly send us your address. I will also include a free pony ride for kid gift certificate due to our delay in issuing this refund.
I checked into your ride situation and did find that the staffing was assigned according to our guidelines for staffing. We take 2 children under 7 years old for one wrangler. The wrangler is to lead the two horses for the 5 and 2 year old and you were to be invited to walk alongside. Your other two children were 9 and 7 and were old enough to be on the horse without assistance from the ground. They were to follow along with the wrangler on the ground. There was to be no other staff assigned to that shift. Upon talking with [redacted] he mentioned that the 5 and 2 year old truly weren't ready to ride and to force them on the horse wasn't going to be a safe situation for all involved. It sounds like wise judgement was used by all to not carry out the ride with the 5 and 2 year old with the fear they had.
Our cancellation policy does state no refunds are issued for those that decide not to ride at the last minute due to the fact that the work was pre-done and pre-scheduled to have your ride booked and horses prepared for you. However, we do our best to be accommodating when those situations do arise.
Regardless of the circumstances around your ride, we are offering you the refund and gift certificate due to the lateness in having this situation resolved with you. Thank you for allowing us to rectify your ride refund. Please drop your Mailing address to us at [redacted] and we will mail out your refund.
Mahalo,
[redacted]
Gunstock Ranch Owner
Initial Consumer Rebuttal /* (2000, 7, 2014/06/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your quick reply, [redacted].
I am aware of your cancellation policy as I read it thoroughly on your website before booking. However, I was not aware of your staffing guidelines. I was under the false assumption that there would be a wrangler for the older two girls and a wrangler for the younger two girls.
I appreciate your consideration for the safety of the younger two girls. Though they have ridden horses in the past with no issue, they were definitely not ready to ride an that particular day. I now know not to offer this activity to them for some time so that they can mature before attempting another ride.
As requested, I will send you my mailing address. Once again, thank you for your response.
Mahalo,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Aloha [redacted], We apologize for not getting back to your concern quicker, an old email was on file. We would be...
happy to honor your 2 for 1 coupon in the [redacted]. Unfortunately, this coupon was printed without our permission. We contacted [redacted] and the sales person that pushed our paper work through without our permission was let go. However we have still been honoring this coupon as best as we can because the coupon had already been printed and distributed. Our only stipulation for the coupon is to not allow food rides or the pony rides with the 2 for 1 special. We will allow the Scenic Ride, Sunset Ride, and Moonlight Ride to be honored with the couponl. If you would like a food ride (Sweetheart, Picnic, or Dinner Ride) we are happy to honor the value of the ride and have you pay the difference to upgrade. Unfortunately we can't honor the for pony rides for this price as it is a private specialty ride. Please let us know how we can help further. Mahalo, Lilia