To have expected a refund or next visit free voucher

[Arkwright]

We went to the zoo for the day. Paid the extortionate entry fees for the 4 of us. Ten minutes inside the zoo my Dd was very sick. There was no warning of this she was absolutely fine before. We left straight away as she looked awful and still felt sick. My husband took her to the car and cleaned her up. I went to the desk and explained and asked if we could have a refund or a voucher to come again another day. They refused and offered us 10% off another visit. I even wrote in and received the same answer. So we paid a whole days charge for a 10 minute visit. So were the zoo being unreasonable?

I could understand someone paying yo get into an attraction, them to close the attraction and not offer a replacement ticket.

For someone to buy a ticket, then ten minutes later leave and ask for a new ticket. I think I've hit peak entitlement.

What do the t's+c's of the tickets say?

I think its poor customer service - and would love to know which zoo or chain it is?

I fail to see how the OP would get anything from small claims.

Small claims on what premis?

Exactly.

As Andrew;says. No chance.

Unfortunate but not their problem. 10 % is more than they are obliged to offer.

I'm with you on this. Really shocking that they wouldn't swap your day. I'm sure if you keep going you will get your money back. As for asking where you draw the line, surely common sense would say that wherever the line is, 10 minutes would definitely count for a refund! Maybe you could deliberate over an hour, but surely not ten minutes?

YANBU. Of course they are under no obligation to give you free tickets for a future visit, but it would have been basic customer service.

What Zoo was it, OP?

Also, could you and your other DC have stayed?, whilst your DH took DD home?

I don't think you were BU. If you had a receipt that showed the time you had paid/ spent in the zoo and the reasons for leaving you would expect them to either refund or give you a voucher for another time. I would complain again maybe via Twitter/Facebook to make it public. £70 is a lot of money. Hope you get something sorted out.

How old is your dd? Did she really go from absolutely fine to vomiting in 10 minutes?? If she's old enough to have told you she was feeling iffy before you handed over the cash I'd be very unimpressed with her

I've certainly going from fine to sick in such a short space of time. I don't think it is that unbelievable.

It's not their fault your kid was sick. Christ on a bike, you paid and you decided to leave early. Get a grip.

Am wondering if it was car sickness. I used to throw up a lot as a child, following a long car journey. I think I would have stayed for more than 10 mins, just to check if child felt better.

Have you also been to the petrol station and asked for a refund of the petrol you used for your abortive trip?

Technically the zoo was NBU but apart from not being terribly nice, they've also not shown very brilliant business sense.

To have given you the chance to return for free to enjoy the attraction, not only would they have gained your good will and recommendations- but you would have had the opportunity to spend money in the cafe and gift shop - therefore generating more income for them. Silly zoo.

Can't believe someone is suggesting the OP's poor DD is somehow to blame for being sick on herself!

AuntJane... Really?

I think the zoo in question is lacking in good customer service. Fair enough they didn't have to refund the ladies tickets but if you've spent £70 and are leaving within 10 minutes of entering for medial reasons then I think they should have.

I was in a cafe within a large high street store when my toddler took Ill. A lovely member of staff made sure we had everything we needed. She even brought a chair into the toilets for us. Then once we were ready to leave helped me to carry my bags to the car whilst I carried my son. She didn't have to do any of this of course. It wasn't her fault my son took ill!!

*medical

£70 for a trip to zoo is an awful lot is what I'm thinking.
I would have expected a more generous gesture too tbh. Yanbu.

I once paid to go swimming then realised I had no costume, they let me return another day. No hardship for them.

Good idea AuntJane. I will try Tesco too as she wasted the breakfast she had.

I could understand if it was a ticketed event like a theatre show or a coach trip as they couldn't resell the seats.

If I need to get a grip for asking for a refund of £70 then so be it. Some keyboard warriors out there tonight.

I would put a comment on Tripadvisor, you might get someone more sympathetic replying. Paying £70 for an attraction is a hell of a lot of money for us and basically handing it over for nothing in return would be really upsetting. A goodwill gesture says a lot about a place and they would reap the benefits.

Their loss. You didn't go to a cafe or buy a souvenir. And you will have told all your friends so it may colour their thinking about a visit. You are also unlikely to go back.

Short-sighted customer service.

Who at the zoo did you speak to? If it wasn't someone in a position of authority then they probably couldn't give a refund - it might not have even been an option on their checkout - so the 10% is probably standard procedure. People forget that if you are just working on the till or desk you can't just hand out refunds or money off, quite often there is simply no way to do it.

You might be better off writing or emailing their head of customer services or similar if they have one.

I don't think yabu in principle but obviously they have a procedure in place and you would be better off appealing your individual case with someone higher.

Yanbu , am surprised at the replies.

YANBU
Clear 'policies' gone mad, again. When is this shit going to stop and common sense prevail? You would like spend more money if you visited a different day in cafes, gift shop etc. Made recommendations etc. Now presumably you aren't going to bother going back. Name and shame, I for one will be giving them a swerve if their customer service is this bad.

Very tight of them. You say you were on holiday, do you perhaps have holiday insurance, maybe bundled in with something else like a bank account? (clutching at straws)

YANBU. OK, so they were within their rights, but they were extremely ungenerous. Given how much these places charge it wouldn't have hurt them to give you a voucher for a future visit, and would have been very good for customer relations. I hope your DD is feeling better now.

She was the office manager and when I wrote in to customer services as recommended she replied with the same comments made on the day.

No insurance unfortunately.