We had a pretty good experience over all, but the crappy attitude and service of Christopher (S3695) in the wand shop really negatively affected our entire experience and made our kids sad. He’s a real jerk.
We opted to pay up for the very overpriced interactive wands for our kids to enjoy. As soon as we stepped outside to try them, one of the wands was defective and wouldn’t work. Literally right out of the box at the first spot outside the window. We went back inside (less than 5 minutes) and Christopher pretended not to remember us, He then accused my daughter of breaking it. She started to tear up. He begrudgingly offered a “one time fix” and wouldn’t even help and show her what to do to make sure it works. His attitude was horrible he was so rude. I’m sorry but for over $120 for 2 wands that maybe cost $5 to make, that’s unacceptable. Do the right thing, just give us a new one and apologize. He basically said it would be our problem once we left.
Furious by his attitude and lack of empathy we demanded our money back. He said no refunds with a smirk on his little jerk face. We weren’t going to let that happen so we demanded a supervisor. She was better to work with and finally did refund us, but offered no apology whatsoever. We left so angry and our kids were so disappointed. Harry Potter was the reason we came and it was such a bummer. Every time we saw other kids with the wands (that worked) they were sad again. That being said, I witnessed several other kids with wands that weren’t working right either, so there is obviously problems with your product. You need to update your policy, train your staff better and fix your product.
Одговор домаћина
Jan 2022
Hello, thank you for taking the time to let us know about your experience. At Universal Studios Hollywood, we expect our Team Members to have the best possible Guest Service, and we're disappointed to hear that this was not the case for you. Please know that we take this feedback extremely seriously, and have made sure that it has been shared directly with the management involved.