- Report: #890121
Report - Rebuttal - Arbitrate
Complaint Review: Universal Studios Orlando
Universal Studios OrlandoInternet United States of America
Universal Studios Orlando Ripped Off and Yelled At Internet
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parks in early March of 2012. I also purchased five tickets for breakfast at The
Three Broomsticks Restaurant. On the scheduled day of the breakfast, there was
literally a torrential downpour going on. It made no sense to go into the theme
parks just for the breakfast and waste an entire theme park pass, when it was
scheduled to rain the whole day. I called the vacation packages line early and
informed them that we would not be attending due to the weather, and also asked
if I could reschedule for the next morning. They informed me that there was no
availability for the next two days. I then asked if we could use the voucher
towards dinner at that same restaurant and was told that they could neither do
that nor could they give me vouchers to eat at any other restaurant or spend in
the theme park. I was told to go to the guest services window in the park, turn
in the vouchers and wait six entire weeks for a refund.
I did this and on
4/23/2012 I called back to inquire about my refund which I still had not
received. Of course, I was told to hold forever while they researched this. The
agent, Celeste, that I spoke with then came back on the line and stated "sorry",
for some reason they had not even started processing the refund. But, she did
see that the vouchers for five breakfasts was turned in to guest services. She
then stated that she was submitting it for processing and it should take a few
more weeks. She also offered me five All Day Dining Meals for the
I called on 5/28 to see about the refund that I still have yet
to receive and also about redeeming the All Day Dining meals. I was then told
that there was no record of my visit, at which time I supplied them with my
original reservation number and offered to email the original reservation. I
also gave a comment number that I was told by Celeste to use on future
At that point, I was basically told that they had no idea what
happened to my refund and to contact the revenue dept.. As for those promised
meal deals, well they must have just been a figment of my imagination. They also
had no record of that. I asked to speak directly with Celeste and was first told
she was on another call and then that she was off altogether. I asked for a
manager and spoke with someone named Jimmy, who claimed to be a manager but was
by far the rudest person I have ever spoken with in a customer service dept.. He
basically yelled at me and implied that I was a liar because Celeste would never
promise those things. When I asked who I might speak with to file a formal
complaint he told me that he was it, there was no one above him and that even if
I submitted a complaint online it would be forwarded to him. Which is why I am
now taking every available forum to vent my frustration, including the consumer
This vacation package was a nightmare from the beginning.
What should have been a relaxing vacation for my son who just returned from
bootcamp, turned out to be miserable. From the bed at the Portofino Bay hotel
that was made up beautifully, but when my daughter got in it the first night of
our arrival turned out to be very wet with some unknown fluid, to the horrible
treatment I encountered for over a simple refund. I spent over 3,000 dollars
with Universal and I can"t believe that a company would allow its employees to
treat a customer so badly over a situation like this. At this point, it is no
longer about the money, but about principle. I feel like I was beeing riped off
from the start which is why the refund could not be processed while I was
actually at the resort. It now seems like a concerted effort in hopes that
customers will just go home and forget about the fact that they just lost some
money through no fault of their own. Therefore, I am now telling all of my
friends, family coworkers and the facebook community about my awful experience
and that they should steer clear of a Universal Vacation Package unless thay
want to be ripped off.
This report was posted on Ripoff Report on 05/29/2012 04:24 PM and is a permanent record located here: http://www.ripoffreport.com/r/Universal-Studios-Orlando/internet/Universal-Studios-Orlando-Ripped-Off-and-Yelled-At-Internet-890121. 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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