We spent $550 Australian and this was The worst experience in all of New York City, no communication within the company. Any issue’s they send you go to all different directions. Boxing day sales to go to the outlet Woodbury Commons.. we Arrived at 7:15am to get on the 7:30 bus to woodbury common but then the guy at the bus stand told us the ticket we bought doesn’t work and have to go to madame tassauds to get it redeemed and bring a long receipt. Pathetic. Madame tassauds opens at 8, we miss our bus and early booking. Then a Big Bus member then scans it and prints this long ticket out we run back and try to get on the 8:30 as all the buses rest of the day are full but then the same representative has told us it’s still the wrong pass? They then send us to the head office now, we go there and ask for a refund as we wanted to do the outlets early in the morning for Boxing Day! The refund is via online and can take up to 7 days to be approved? If its rejected you get nothing and obviously don’t get the ticket, I said the ticket is unused can you just refund our money like any other store in NYC. They say no it has to be online with the 7 business day wait. So if you get home and they reject it you lose your money and don’t use the pass. Absolutely pathetic communication between the two companies, Regina in the office was great but she can’t do anything as her company has terrible policies. Will not recommend to anybody or ever use them again, we woke up early to leave at 7:30 and now missed a day we wouldve enjoyed due to their poor communication with the other company and silly run around games. You don’t send your customers back and forth you sort the situation where you are for them
Одговор домаћина
Jan 2019
Good Afternoon Stefan R,
Let us offer our sincerest apologies for all the trouble and misinformation you had while trying to redeem your ticket and getting to Wood bury Commons. It is our intention to have our guests be able to enjoy their tours and attractions as stress free as possible. When purchasing one of our Big Pass tickets that come with attractions, all vouchers need to be redeemed at our Welcome Center at Madame Tussauds, regardless of how your ticket was purchased. There, your voucher will be scanned and you will be given your bus tour tickets as well as your attraction pass. That attraction pass is what you need to board the bus to Wood bury Commons. When choosing your attractions, some require advance reservations, with Wood bury Commons being one of them. That information is provided to you on our website, as well as the NY pass website. The first departure for Wood bury is 8:30am, there is no 7:30 bus. When submitting for a refund, yes, it does take 5-7 business days for your money to be returned, which is common practice in New York, and as long as you provide all the information requested, there should be no delay on your refund being processed in a timely fashion. Even though you are back home now, I do hope this information was able to put your mind at ease, and know that you were not intentionally sent from one place to another, as we try to make it our priority for our guests to have an enjoyable time while touring with us.
Kind Regards,
BBTNY