Knott's Berry Farm

On 9/28/17 our Guest Services management processed a refund for the guest in the amount of  $234.99.  The credit would have appeared on her credit card ending in ...[redacted].  Our management will reach out to the guest today to verify if that refund was received. Thank you.

This is the verbiage that was sent in an email to all of our season pass holders:Opening This Weekend!Splash into Summer at Knott’s Soak City Waterpark when it opens for the season this Saturday, May 20th, and debuts its 2-acre expansion with 7 new slides.While it does indicate that the waterpark...

opens on Saturday, May 20th, we do not list further operating days or hours.  It is the responsibility of our season pass holders to check our website at www.knotts.com for the park operating days and hours, just as you would any theme park or entertainment venue, prior to visiting.Historically, our water park opens mid-May and is only open for Saturday/Sunday until Memorial Day, then we are open 7 days a week through late August, when we go back to a Saturday/Sunday only opening through mid-September.While we certainly understand Mr. [redacted]'s disappointment in visiting the park, only to find it closed, we would like to offer him three (3) complimentary meals at the Soak City Longboard Grill.  Mr. [redacted] may contact me at [email protected] to collect the complimentary meals.

Tell us  Our Guest Services supervision has contacted the customer and apologized for the negligent guest service.  The son's season pass card was exchanged at no charge.

Mr. [redacted] received an email correspondence from our [redacted] on October 28, 2014 apologizing for his negative experience with the employees.  He was informed that we do not condone rude behavior towards our guests and Mr. [redacted] was asked to further give a description of the...

employee so that we may review conduct in-house.
 
Additionally, it was explained to Mr. [redacted] that we would like our monster characters to refrain from photo opportunities in the park so as not to break their character and experience for the other guests in the park.  We do provide photo opportunities at the exit of the park for those guests wishing to do so.
 
We consider this matter closed at this time.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It's clear Knott's does not care how customers are being treated because they feel like they are bigger than life. I am upset at this point because I have paid my hard earned money to a business who could care less if I am a customer or not. An [redacted] in the communications area of guest relations at Knott's hung up in my face today 7/29/15 at number [redacted]. She told me I would have to wait three weeks to get my refund because it would take Knott's three days to process the refund and my bank to clear it. I told [redacted] that I paid online for these tickets 6/30/15 so it had cleared my bank a while ago. She got quiet and stated the same thing over again that they do not give refunds and did I hear her over and over again. It was not like I refused to allow her to talk because she only heard herself because she was doing most of the talking. She did not even listen to me "the customer". I told [redacted] that I was already told I was getting a refund by a manager there but it had not been done yet. She would have received this information towards the beginning of the conversation if she would not have allowed the noise of her arrogance to take over. She assumed things about my situation without asking questions first. I contacted a supervisor [redacted] in guest relations after [redacted] hung up in my face and he could have cared less what I was complaining about. He refused to give me the corporate number, address, or his last name. I did not know if there was more than one [redacted]. I just wanted to address the correct person. Apparently, [redacted] was more concerned with going along with his employee than meeting the needs of the customer. Knott's Berry Farm's staff has been very distasteful in their treatment of me as a customer, so I would like a full refund on everything me and my husband have already paid. I cannot and will not return to a place who does not appreciate their customers. I will pay more and go to Disneyland instead. I want a refund on the prorated balance of my yearly passes.
Regards,
[redacted]

Our Ride Operations management has made contact with the guest asking for more information as to where/how she purchased her items, and to provide us with a receipt of her purchases.  We will gladly provide her with a refund, but we need the proof of purchase to do that. The guest has on...

responded with vague information and has provided no receipts.

Ms. [redacted] spoke to our Guest Services supervision on October 24, 2017.  She was given the Platinum Season Pass (an upgrade) at no additional fee or cost to her.  I believe Ms. [redacted] was happy with this resolution.

Our Ride Operations Area Manager contacted the guest shortly after his visit.  All of the seatbelts on the Bigfoot Rapid boats were then checked for proper usage.  Many of the seatbelts were replaced due to natural wear.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The reply from Knotts Berry Farm stated I did not provide my receipt during this situation. That is a false statement. I did provide my receipt to both the clerk working at the information desk and the lead customer service agent.When I was at the food stand and asked to speak with a supervisor about my refund I was not given direction to save the receipt of the correct transaction. She simply told me to get a refund I could not speak to a supervisor right there but must go to the information booth which was 1/2 a mile away from our location. The mistake by the Knotts Berry Farm employee was made at that location. The situation should have been handled at that location so all parties were present. When I was sent over a 1/2 a mile away to correct an error made by Knotts Berry Farm the employee should have informed me to not only keep the receipt with the incorrect charge but also the one where I was charged correctly. Thirdly, the employee could have called to the information desk to inform them she made a mistake and that I was being sent to get the money she overcharged me. Why am I having to go the extra mile for money that was taken by Knotts Berry Farm? 
I provided the receipt with the incorrect charge twice that night to an  employee and team lead and will do nothing further to prove the oncorrect charge unless I am compensated for that error and the further hardships I have endured as a result of this situation. This will include all the money I spent to pay for printing, computer usage and time to fix the error Knotts Berry Farm made.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

At Knott's Berry Farm in order to curtail the activity of "line jumping" in the park we have a very strict policy.  Line jumping is defined as cutting in front of other guests already waiting in line; leaving a line, then trying to re-enter the line at the same point, or saving a place for...

someone.  This includes using restrooms and purchasing food or drinks.  Line jumping regardless of the reason, may lead to dismissal from the park.   Thus, allowing your children to wait under a covered area until the line moves, and re-entering at a point would be considered line-jumping.   We cannot allow one exception, as many others would expect the same and this would not be fair to those waiting in lines the whole time.In the map for Knott's Scary Farm it specifically states: "Line jumping, regardless of the reason, is strictly prohibited, and will lead to dismissal from the park." Knott's Berry Farm is very sorry if the enforcement of this policy was not explained or handled in a more professional manner.  The necessary management will be notified for any necessary employee corrective actions. Thank you.

April 20, 2016Our Ride Operations management has contacted [redacted].  Since she had no receipt for her Fast Lane passes, but had receipts for her park admissions, she will receive a refund for three park admissions.  [redacted] was happy with this resolution.We now consider this matter...

closed.