ComplaintsforSeaQuest

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am reading the other complaints from veterans and teachers to which you advertise discounts too and I can see there is a theme here with the problems your locations have in honoring this. I am a teacher and my district requires us to turn in our badges at the end of each year. I chatted with you customer service team and asked if the photo of my ID plus my contract which I have via email Would suffice and they said yes. Well I get there and they told me they wouldnt accept it as I needed to show proof with my actual license as anyone can claim they are a teacher. I told them that your customer service team informed me the badge and contract would be ok and even at your location it lists the varying options of ways to identify you are a school professional and its listed as or not and as if I need to bring every piece if paper with me to prove Im a teacher. The two I should have had should have sufficed. After arguing back and forth for 20 min and my four year old crying as he wanted to go , we finally are told we could go in. I purchased tokens as my son wanted to do the birds and bunny exhibit. We get in and both are closed and we are told they have no employees to staff them. However the girl at the desk was promoting the interactions to get you to buy tokens which is false advertisement selling people something you know they cant engage in. What a horrible experience at seaquest and so much for my son enjoying his day

• Initial Complaint

  05/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I had ticket vouchers that were unexpired. When I showed them to the front desk I was that they were expired. Attached are the emails showing the booking which I had originally and the booking I was forced to pay.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I was offered free tickets. I got 5 free tickets. I then got an Email to use my free tickets before December 31, 2023. I go to use them and so did my friend and they refused to honor them. Because I had kids with me that were excited and we drove a distance to see seaquest I didn't want to let the kids down and the worker said I had to pay since they got a new system it didn't want to scan the tickets. I want a refund. Not only did I have to pay, they were short on staff and token items were not available. Such a scam!

  Business response

  01/08/2024

  Hello,

  Thank you for reaching out. ************ Tickets that were promoted in 2022 Expired at the end of the year in 2022. If they were on the "Old" system then these tickets were most definitely expired for nearly a year when you came in. Yet we still allowed you to exchange them for annual memberships at 50% off which you agreed to before entry. We did not force you to agree to this. I am sorry that you did not enjoy your experience and I would love to invite you back in to use your memberships that will be good until December 26th ****. I would be more than happy to provide you a complimentary token package if you want to reach out to us directly at ************************************ and reference your booking number 78907177. I will add it to the notes. As far as a refund is concerned there is no reason for us to refund when we the business did nothing wrong. Have a wonderful day. 

  Customer response

  01/08/2024

   
  Complaint: 21105935
  
  I am rejecting this response because:  The ticket order said valid any day, any time and no expiration was on there.  You also emailed me an email reminding me to use them by the end of 2023 which is the only notice that you were putting an expiration on them.  I expect this to be refunded.  I have also emailed you at the email ************************************ with zero response to my email as well as my friend emailed you too and said you were difficult to work with.  I have 8 people that were with me that heard your worker say to buy passports and take it up with corporate for refund as their systems just weren't working.  Why don't you just validate what you offered and refund my card.  Attached is the documentation.  i will keep emailing whoever i need to until this is fulfilled!  Also, even if we buy tokens there is no one there to help us use it.  I will dispute with my credit card company as well.
  
  Sincerely,
  
  *******************

  Customer response

  01/08/2024

  Attached is documentation 

  Customer response

  01/11/2024

  Please see attached.

  Business response

  01/16/2024

  Dear Valued Customer, 
  
  I am writing to you regarding the tickets that were attached in our previous correspondence. Upon further review, it has come to my attention that there may have been some confusion or lack of clarity around the details. Let me reiterate the specifics:
  
  The attachment you received clearly stated, "DON'T FORGET, your CONSERVATION tickets expire at the end of this year, so make sure to use them!" However, upon double checking our records, I see that you were provided with Free REPTILE ARMY tickets that expired at the end of 2022, not conservation tickets. I apologize for any mistaken impression created by the wording in the attachment. 
  
  While I understand the natural inclination to hope for or expect something different, the terms of our agreement regarding the tickets offered and provided to you still stand. As stated previously, we cannot offer a refund, as you did utilize the passport services. We did the right thing by providing you with an additional discount by charging you admission and providing a 12-month annual membership. I have attached the 2nd attachment you provided so that you can review it again. 
  
  Thank you for your understanding in this matter.  I hope you continue to enjoy our services.
  
  Sincerely,
  SeaQuest

  Customer response

  01/16/2024

   
  Complaint: 21105935
  
  I am rejecting this response because: 

  Please provide me something showing you notified me directly of reptile army expiring as it stated it was to use anytime
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my family here on November 15th. I presented my veteran ID card with my card at the time of purchase. Originally the associate said the total was over $100 and when I asked if that was with the military discount and being charged the Mon-Thurs rate the associate said no and the total changed to $79 and some change. It still seemed high, but my kids were anxious to go inside, so we just went in. Of course, the following day, I looked again at the receipt and realized I was charged for two annual passes. I called and spoke to a manager who looked up the receipt and seemed confused why I would be upset. I never asked for annual passes of any kind. I informed her I was overcharged, and she stated I would receive the difference back to my card. I waited patiently for almost 3 weeks now with no refund. I understand it wasn't a large amount (about $10), however, it is the principle. It makes me think they are overcharging customers on purpose, and that is absolutely despicable. Especially because the animals looked sad, and there was a horrible smell all throughout the facility. We had to take the kids outside to a playground to get some fresh air. I have disputed the charge with my credit card company.

  Business response

  12/21/2023

  Hello ***********************,
  
  This is concerning and I would love to look into this more. If you could reach out to me directly at ************************************ and please provide a good contact number, email address and attach the receipt of purchase so I can assist you further that would be really helpful. Please ask that the email be forwarded the IS Team Director so my team knows that I am handling this, it will ensure that it comes to me.
  
  Thank you

    

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This business is a complete scam. They allow you to purchase tickets ahead of time but upon arrival tell you there is a waitlist. When asked how long the waitlist is they respond 1.5 hours. 5 hours later we still did not get in! During our wait time a family member called to say that they were interested in coming to the Aquarium and inquired about the wait time and was told that there is no wait time!! They were basically only letting in people who upgraded their tickets or purchased additional interactions. There were hundreds of people there who likewise traveled with many kids for many hours to be met with this same issue. Those that did get in were horrified by the abuse of the animals. Many were bleeding had cuts and the tanks were filthy! They must be shut down. They are a sorry excuse for a legal business and are a money making scam taking advantage of parents with young kids. Shame on them and their horribly rude obnoxious staff.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a behind the scenes experience for my son and I at seaquest on a trip this weekend we were taking for our friends wedding in ********** **. Unfortunately a few days before I tested positive for covid and had to cancel the trip for everyone's safety. I requested a refund but seaquest stated that they were unwilling to issue a refund and would only issue a gift card. I do not live in ********** and was only planning to come for the wedding so there is no reason to reschedule the trip. I am requesting a refund be issued considering these unfortunate circumstances that were beyond my control. Their policies encourage those who are infectious to attend group events with their animals.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I attempted to buy tickets to the *********** in Brooklyn. I clicked on the link to buy tickets which I purchased. However, the link brought to seaquest and unfortunately I purchased tickets for this aquarium in **. I only realized after my tickets were rejected at the front door. I called seaquest within 5 minutes of purchasing the tickets and I was told they had a no refund policy. They asked me to provide the faulty links which I did via email. I was then told they still could not give me a refund.

  Customer response

  08/17/2023

  Hi, just checking in about response from business. Thanks in advance

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Using my phone, I googled "Buy Tickets to *******************" (in *******, **). SeaQuest has probably purchased this search, because they are the first link that pops up. I accidentally purchased tickets to SeaQuest ********* for 4/29/23. Realizing my mistake, I immediately emailed them telling them I had made a mistake asking for a refund, and emailed them again 2 weeks later with no response. I attempted to get a refund by disputing the charge with my ******************** which was denied. I think that when someone makes an error in ordering, and attempts to correct themselves within 24 Hrs, this business should honor a refund. Booking ID: #******** Date of Transaction: 3/23/23 Amount charged: $87.95

• Initial Complaint

  06/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  As a teacher I wanted to take advantage of Seaquest's offer of free teacher admission. I called the office in advance to confirm that a paystub from my school would suffice, as I previously was admitted with paystubs on 2 occasions to Seaquest. When the ** rep confrimed that it would suffice I planned my trip with that in mind as my school does not provide Teacher IDs. After travelling about an hour to SQ I was informed that too bad you were provided wrong information we wont respect our own reps *********** unless you bribe your way in by purchasing 45$ worth of tokens. The ** agent was demeaning. A disgrace in *****************

• Initial Complaint

  04/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We met friends at the SeaQuest aquarium in *********, ** today. We purchased discounted tickets. She had and used the promotional tickets for herself and her 3 children, as she had taken a photo of the confirmation. My 2 tickets were saved on my SeaQuest account. I needed to purchase 2 additional tickets, as I had made an error on our original booking. I was unable to access my account and called for support. I spoke with a very unprofessional CS representative named ******* (I am a CS supervisor for a large corporation). Please review the call at 12:54 on ****. She said the tickets are no longer being accepted (though my friend used them moments before), though the promotion clearly states there is no expiration.I would like technical support to access my account and regain access to my tickets (1 adult + 1 child).Exhibit A: Is the terms of the promotion ************** terms on my friends confirmation that she was able to use.

  Business response

  05/09/2023

  Hello, Thank you for reaching out! My name is **** and I am the Director of the **************************** I would like to assist you in resolving this issue, If you could please give ** a call directly I would like to assist you in reissuing your tickets. Thank you and we look forward to hearing from you soon. 

*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. ↩