Initial Business Response / [redacted] (1000, 5, 2014/06/11) */ Aloha [redacted] , My sincere apologies for the delay in your refundYour 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 accountI will send you a refund check in the amount of $if you could kindly send us your addressI 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 staffingWe take children under years old for one wranglerThe wrangler is to lead the two horses for the and year old and you were to be invited to walk alongsideYour other two children were and and were old enough to be on the horse without assistance from the groundThey were to follow along with the wrangler on the groundThere was to be no other staff assigned to that shiftUpon talking with [redacted] he mentioned that the and 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 involvedIt sounds like wise judgement was used by all to not carry out the ride with the and 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 youHowever, 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 youThank you for allowing us to rectify your ride refundPlease drop your Mailing address to us at [redacted] and we will mail out your refund Mahalo, [redacted] Gunstock Ranch Owner Initial Consumer Rebuttal / [redacted] (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 bookingHowever, I was not aware of your staffing guidelinesI was under the 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 girlsThough they have ridden horses in the past with no issue, they were definitely not ready to ride an that particular dayI 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 addressOnce again, thank you for your response Mahalo, [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/06/11) */ Aloha [redacted] , My sincere apologies for the delay in your refundYour 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 accountI will send you a refund check in the amount of $if you could kindly send us your addressI 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 staffingWe take children under years old for one wranglerThe wrangler is to lead the two horses for the and year old and you were to be invited to walk alongsideYour other two children were and and were old enough to be on the horse without assistance from the groundThey were to follow along with the wrangler on the groundThere was to be no other staff assigned to that shiftUpon talking with [redacted] he mentioned that the and 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 involvedIt sounds like wise judgement was used by all to not carry out the ride with the and 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 youHowever, 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 youThank you for allowing us to rectify your ride refundPlease drop your Mailing address to us at [redacted] and we will mail out your refund Mahalo, [redacted] Gunstock Ranch Owner Initial Consumer Rebuttal / [redacted] (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 bookingHowever, I was not aware of your staffing guidelinesI was under the 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 girlsThough they have ridden horses in the past with no issue, they were definitely not ready to ride an that particular dayI 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 addressOnce again, thank you for your response Mahalo, [redacted]