• Report: #203551

Complaint Review: Universal Studios Floridauniversal

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  • Submitted: Sat, July 29, 2006
  • Updated: Wed, May 16, 2012

  • Reported By:Winter Garden Florida
Universal Studios Floridauniversal
universalorlando.com Orlando, Florida U.S.A.

Universal Studios Florida universal Poor guest service Orlando Florida

*UPDATE EX-employee responds: Typical.

*UPDATE Employee: items lost at the ride

*UPDATE Employee: you have eyes...READ...you can talk... ASK for something...

*Consumer Comment: Not the parks responsibility

*UPDATE Employee: Typical Guest That Doesn't Listen

*UPDATE Employee: Typical Guest That Doesn't Listen

*UPDATE Employee: Typical Guest That Doesn't Listen

*UPDATE Employee: Typical Guest That Doesn't Listen

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I lost my cell phone on at the mummy ride at Universal. I reported it to the ride operators as soon as I found it missing. The person sent me to lost and found. The female working at lost and found told me that they no longer attempt to return anything found at the parks. If you don't return by the end of the day and check lost and found your on your own. They could care less about anything you loose. My wife twisted her ankel stepping off a curb in the back of the park. I was told that I would have to go back to the parking garage and rent a wheel chair in order to get her out of the park. They are poor second to Disney. At lease they know how to handel the above.

Richard
Winter Garden, Florida
U.S.A.

This report was posted on Ripoff Report on 07/29/2006 05:23 PM and is a permanent record located here: http://www.ripoffreport.com/r/Universal-Studios-Floridauniversal/Orlando-Florida-329819/Universal-Studios-Florida-universal-Poor-guest-service-Orlando-Florida-203551. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 8Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE EX-employee responds

Typical.

AUTHOR: D.H.K. - (United States of America)

They have you put your bags into a locker, and then you lose your cell phone, misquote the guest services representative, and accuse the company of guest mistreatment. Nice.

#1. There are signs saying 'secure all loose articles'. The Team Member from Revenge of the Mummy sent you to Guest Services to give them your name, number, and address in case your phone was found, not so that they could work a miracle. The Guest Services Representative was telling you that Universal no longer ships items to guests' houses if found after their vacation, not that they won't find your item at all. Either way, your phone fell out on a roller coaster going over sixty mph. The Team Members do a track walk every night after the ride is closed to find objects lost by careless guests like yourself, however even if the phone was found chances are it would be broken beyond repair. Think of it as another reminder that the signs aren't just there for show and the Team Members aren't talking to hear their own voices.

Plus, we fake concern really well considering how many dip guests lose their phones and hats a day on our rides. So don't even pretend we could 'care less about anything you lose'. We do care, short of shutting the ride down ( which would take more than an hour to cycle clear, emergency stop, and lock out ) to go searching in the dark for your phone that you shouldn't have had in the first place, there's nothing we can do.

2. If you had bothered to sit your wife down and go over to a Team Member, the Team Member could have radioed Health Services. Health Services then would have brought your wife a wheelchair and escorted her to the Health Services area that is available in both parks. You just chose not to ask for help. I guarantee no Team Member would tell you to go all the way to the front of the park with an injured guest, we go through too much training for that. Stop making things up.

To conclude, perhaps you should a.) Put your items away when nine signs and three Team Members tell you to, and b.) Ask for help when you're not sure what to do. Also, don't say that Disney would have handled the situation any better. I've worked at Disney as well. Theirs and Universal's training is virtually the same. I found that at Universal I was penalized MORE for semi-poor guest situations than at Disney. Have that happen at Disney, and you'll see that they do far less or about the same to help you than Universal.

Typical guest. Thinking the world revolves around them and then pitting the theme parks against each other like we all don't work at both of them anyway.
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#2 UPDATE Employee

items lost at the ride

AUTHOR: Tech - (U.S.A.)

I know this doesn't help this individual, but.........

To be blunt, it usually isn't a happy ending with fragile guest articles lost on a ride like Revenge of the Mummy.

Losing your cell phone or camera on the ride is about the equivalent of tossing it out of your car while traveling on an overpass into traffic below. The article really doesn't stand a chance. All the pieces are collected every night to be sent to Lost and Found usually well after the park is closed. So there is little chance when you recover it from Guest Services that it will be in working condition. However, memory cards sometimes remain intact if they are not ejected from camera or phone.

If you do lose an item, please let Operations know as soon as you get off the ride. Be patient as the unload attendants can be very busy and cannot leave or take their attention away from the ride. An Op's Lead or Supervisor will come to you to help.

To the best of your ability, describe what happened and where it happened ("when I came off the launch" or "when I was going backwards down a hill"). Describe what was lost and be as specific as you can and leave as much contact info as you can. You are not the only one that has lost something at this ride that day.

Every effort to match up the article with the guest will be made. You may not get a working cell phone or camera back. But, with a little luck you may be able to recover your contacts or the pictures you took.
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#3 UPDATE Employee

you have eyes...READ...you can talk... ASK for something...

AUTHOR: Jabongski - (U.S.A.)

first of all... Besides the fine prints (which Universal has everywhere eg.tickets, notice signs, pamphlets, etc.) about everything that you experienced

1.) lost and found- universal studios is a large theme park with a lot of guests, they wouldn't spend all they're man hours looking for you if you drop something. and if you actually do drop something, you have to go to the lost and found and ask for it (the ride operators wont have it and wont just give it to you for a lot of legal reasons.)

"The female working at lost and found told me that they no longer attempt to return anything found at the parks. If you don't return by the end of the day and check lost and found your on your own. They could care less about anything you lose."

that is a BIG misunderstanding obviously universal is a big company not stupid enough to tell you that. and again it's because of a lot of legal reasons. you have to go back there yourself because a lot of people try to claim stuff that's not even they're own.

2.)"My wife twisted her ankle stepping off a curb in the back of the park. I was told that I would have to go back to the parking garage and rent a wheel chair in order to get her out of the park."

well since i work there and one of my parents is actually and UPPER UP employee. i know for a fact that if a guest asks and its under reasonable conditions we'll provide it for you. even if they're not at fault. (stupid guests ... WE HAVE BIG SIGNS saying "please secure loose items ..." employees tell you about this too. we even provide lockers etc.) back to the topic. we have our own health services department even if you're wife got a tiny scratch and if you brought her or even asked for health services to come to you and there's a slight chance she might get infected the health services crew would do EVERYTHING to make sure it won't happen, they'll even take her to the hospital as long as you've asked for it.

they would even bring you a wheelchair if you wanted too. in any way possible.



don't just start badmouthing people (or companies) especially when its YOUR fault. be smart enough to know that you are at fault.
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#4 Consumer Comment

Not the parks responsibility

AUTHOR: Gerald - (U.S.A.)

1)Your right that they dont care about anything you lose!!!

If you read the back of your tickets or brochures a little closer, you would have seen the little disclaimer that states that they are not responsible for any lost/stolen/broken items. The lost and found is a free service that doesnt really even have to be there.

2) Who in their right mind takes a cell phone onto a ride and not make sure to have it some where secure, like a front pants pocket?

3) I highly dount the park didnt help your wife with her ankle. In the day and age of lawsuites if you sneeze wrong, they would have sent you to the health clinic and made sure that she was ok.

4) Since she was ok enough to go to the car with you, it is your responsiblity to get her there. I think that you are more angry with the idea of having to rent a wheelchair than having them lend one too you for that purpose.

The park is not a hospital. They are not in the business of health care either. People with disabilities realize this and most make sure that they have the tools available to get around. Some would rather rent a chair than lug their own around in a car.
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#5 UPDATE Employee

Typical Guest That Doesn't Listen

AUTHOR: Ashley - (U.S.A.)

Ok, first off why would Universal have a lost and found if you can't get your items returned to you. What the procedures are now is that Universal will not mail your items back to you for free. They used to send your items back to you for free, but stopped doing that last year. They DO return your items to you for a small fee if you need it mailed back.

Also, if your wife sprained her ankle, Universal has something called "Health Services" that responds to you with a wheelchair and escort you to the closest first aid station or wheelchair rental to get you a wheelchair.

Disney is way worse in this catagory since "nobody can get hurt on Disney property."

This claim is completely false and should not even be on here. Don't knock on Universal because you didn't understand clearly.
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#6 UPDATE Employee

Typical Guest That Doesn't Listen

AUTHOR: Ashley - (U.S.A.)

Ok, first off why would Universal have a lost and found if you can't get your items returned to you. What the procedures are now is that Universal will not mail your items back to you for free. They used to send your items back to you for free, but stopped doing that last year. They DO return your items to you for a small fee if you need it mailed back.

Also, if your wife sprained her ankle, Universal has something called "Health Services" that responds to you with a wheelchair and escort you to the closest first aid station or wheelchair rental to get you a wheelchair.

Disney is way worse in this catagory since "nobody can get hurt on Disney property."

This claim is completely false and should not even be on here. Don't knock on Universal because you didn't understand clearly.
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#7 UPDATE Employee

Typical Guest That Doesn't Listen

AUTHOR: Ashley - (U.S.A.)

Ok, first off why would Universal have a lost and found if you can't get your items returned to you. What the procedures are now is that Universal will not mail your items back to you for free. They used to send your items back to you for free, but stopped doing that last year. They DO return your items to you for a small fee if you need it mailed back.

Also, if your wife sprained her ankle, Universal has something called "Health Services" that responds to you with a wheelchair and escort you to the closest first aid station or wheelchair rental to get you a wheelchair.

Disney is way worse in this catagory since "nobody can get hurt on Disney property."

This claim is completely false and should not even be on here. Don't knock on Universal because you didn't understand clearly.
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#8 UPDATE Employee

Typical Guest That Doesn't Listen

AUTHOR: Ashley - (U.S.A.)

Ok, first off why would Universal have a lost and found if you can't get your items returned to you. What the procedures are now is that Universal will not mail your items back to you for free. They used to send your items back to you for free, but stopped doing that last year. They DO return your items to you for a small fee if you need it mailed back.

Also, if your wife sprained her ankle, Universal has something called "Health Services" that responds to you with a wheelchair and escort you to the closest first aid station or wheelchair rental to get you a wheelchair.

Disney is way worse in this catagory since "nobody can get hurt on Disney property."

This claim is completely false and should not even be on here. Don't knock on Universal because you didn't understand clearly.
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