Silverwood Theme Park

Review: My family and I went to Scarywood yesterday on 10/25/2014. At about 11PM we were in line for 45 minutes for a haunted house and then we were informed by one of your staff that there was too many people in the lines for the rides and attractions and keeping them open would keep the staff past 1AM so they were shutting them down. So let me get this straight.... You shut down the rides and attractions because Silverwood were not prepared to handle the amount of people Silverwood KNOWINGLY sold tickets too. That is greedy and underhanded and it made my family quite upset. We used Scarywood for our family reunion. After some arguing with a manager they finally relented and refunded our money back with a sore attitude. The point of Silverwood punishing the CONSUMER because Silverwood were not prepared to handle groups that large is very frustrating to say the least. Most of my family consisted of family from Canada and for most of us we took our yearly vacations from work and spent quite a bit of money in travel expenses to visit Silverwood theme park and to be told four hours in that the park was overstaffed because there were too many guests so you are punishing the guests. I am livid with this situation. We even asked if we could be recouped the cost of parking and your clerk who we had to argue with for 20 minutes to get a refund just laughed! Words can not describe how frustrated I was when we walked out of the gates to our cars and a few of my family members were in tears.Desired Settlement: I wish for a formal apology because this has caused me to consider never going to Silverwood theme park again and not recommending it to friends and family.

Business

Response:

[redacted],

Thank you for your email, Guest feedback is always important to us. Unfortunately, we have become a product of our own success; experiencing a record breaking season. We always encourage Guests to consider attending one of our slower nights such as Thursday or Friday. There is a significantly lower attendance on those nights, and is encouraged with a lower admission price. Scarywood’s Management Team is constantly brainstorming for new ideas that will make the Guest Experience more enjoyable. Attendance will most definitely be a topic of discussion in our wrap-up meeting.

Please know that your email has been forwarded on to Scarywood’s Management Team.

Thank you,

Guest Experience

Silverwood Theme Park

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

My family travels from the Portland area several times a summer to spend time at Silverwood. The staff is very friendly, the prices are completely reasonable, and we have had a great experience every time we have been there.

Review: I started calling Silverwood about group prices on Oct 9 and I left a message. They called me back and whoever I spoke to told me that I could buy group tickets at a certain price. I told them I might not have the required 15 people and the person told me that I could get 5$ off if I ordered online by tuesday. When I went to buy them on tuesday, the system was charging me regular price. If it was just one ticket, I would pay the extra, but i'm buying a few so I would essentially get one ticket for free. That that moment on until now 3:12 pm on 10-16, I have called Silverwood 14 times. I have gotten answering machines left and right and no clear answers. I spoke with [redacted] and even asked her to physically find someone and have them call me. No one did. Then I called yesterday and spoke to her again and she forwarded me to an answering machine. I called back, no answer. Finally I called again and someone named [redacted](whom I had spoke to before) answered and I told her the situation again. She said she would forward me, but I asked her to make sure the person on the other end knew what was happening so I didn't have to explain everything over again. [redacted] got back on the phone and just said "[redacted] said that we can't help you." When I asked to speak to a manager so I could tell them how many times I've had to call, [redacted] forwarded me to another answering machine. After calling back several times today, I spoke with a lady named [redacted]. [redacted] told me that this never happened and that I was wrong.

If you advertise that I have to buy the tickets 3 days in advance to get $5 off, I think Tuesday should work (1-tuesday, 2- wednesday, 3-thursday). The only place that you had a specified time written was group sales and that said 72 hours.Desired Settlement: I have supported Scarywood since it started and have gone every year. I'm going to purchase tickets at regular price but I think that you should honor what you said on the phone to me. You should also change it on the website.

Business

Response:

Dear Mr. [redacted],

I’m very sorry to hear of your unfortunate customer experience when trying to purchase tickets for Scarywood. We take great pride in ensuring our guests are well-taken care of throughout the Silverwood/Scarywood experience. I’m not sure what happened here, but I’d like to have a conversation with you to help make it right. Here is my direct line. Please call me at your convenience. Thank you. [redacted]

Sincerely,

Director of Marketing & Communications

Director of Marketing & Communications

Silverwood Theme Park

Consumer

Response:

I have already called other people at Silverwood who said they would take care of the situation. I've called and left messages and have been told I'd be called back within 24-48 hours. Please email me if you would like at [redacted]. This way I have a copy of our conversation.

Business

Response:

I have responded to Mr. [redacted]'s complaint via email per his request. I apologized for any gaps in service and have assured him that we take our service seriously and have already taken measures to ensure we continue to provide excellent service to our guests.