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jacob W
Milton is rolling over in his grave!
好时公园的点评
点评：Unfortunately, this was one of the most disappointing customer service experiences I’ve had, particularly because my family and I recently moved to Hershey and were genuinely excited to support Hersheypark and become part of the community.
I purchased a season pass for myself and my son specifically because he qualified for the free Pre-K Pass. Before purchasing, I verified his eligibility with an employee at the ticket window, and his pass was issued and activated. We were even given a special sticker because we live locally and were told we could enter through ZooAmerica.
On our next visit, however, we were told that my son’s pass was no longer valid and that we needed to go to the ticket office. The first employee I spoke with was extremely kind, understanding, and apologetic. He acknowledged how frustrating the situation was but explained that he did not have the authority to resolve it, so he brought over a supervisor. I genuinely appreciated how he handled the situation.
The supervisor acknowledged that an employee had made an error when issuing the pass and told me that the employee had been reprimanded. I was surprised, however, that despite acknowledging the mistake, there was no solution or accommodation offered to us. When I asked for a refund, I was told that wasn’t possible because I had already used my season pass. I asked to speak with another supervisor but was told no one else was available.
I later emailed management explaining the situation and received essentially the same response.
What was most disappointing was not the original mistake. Mistakes happen, and as a business owner myself, I completely understand that. What disappointed me was the lack of ownership or effort to make the situation right afterward. I wasn’t expecting anything unreasonable. Even a modest gesture acknowledging that we had relied on information provided by Hersheypark staff would have gone a long way.
I brought the issue up once more during a later visit, hoping someone might be able to help. Unfortunately, that interaction was even more discouraging. I was initially told that I could have received a refund had I requested one immediately. When I explained that I had, in fact, requested a refund at the time, I was then told that a refund would not have been possible anyway.
When I politely asked to speak with her supervisor, I was told that she did not have one. Toward the end of the conversation, I asked what she thought Milton Hershey would have done in a situation where a customer relied on information provided by an employee and the organization later acknowledged that an error had been made. She responded, “We are done here,” and placed a block in the ticket window, ending the conversation. I was able to take a photo of the interaction.
I’m sharing this because I believe Hersheypark can do better. We live here, we want to support Hershey institutions, and we were excited to enjoy the park as a family. I would have been satisfied with almost any reasonable effort to acknowledge and correct an admitted mistake.
Unfortunately, the repeated unwillingness to take responsibility and the way the final interaction was handled left a very disappointing impression. I sincerely hope Hersheypark uses experiences like this as an opportunity to improve customer service training and empower employees and supervisors to resolve situations fairly when an error has clearly occurred.
I purchased a season pass for myself and my son specifically because he qualified for the free Pre-K Pass. Before purchasing, I verified his eligibility with an employee at the ticket window, and his pass was issued and activated. We were even given a special sticker because we live locally and were told we could enter through ZooAmerica.
On our next visit, however, we were told that my son’s pass was no longer valid and that we needed to go to the ticket office. The first employee I spoke with was extremely kind, understanding, and apologetic. He acknowledged how frustrating the situation was but explained that he did not have the authority to resolve it, so he brought over a supervisor. I genuinely appreciated how he handled the situation.
The supervisor acknowledged that an employee had made an error when issuing the pass and told me that the employee had been reprimanded. I was surprised, however, that despite acknowledging the mistake, there was no solution or accommodation offered to us. When I asked for a refund, I was told that wasn’t possible because I had already used my season pass. I asked to speak with another supervisor but was told no one else was available.
I later emailed management explaining the situation and received essentially the same response.
What was most disappointing was not the original mistake. Mistakes happen, and as a business owner myself, I completely understand that. What disappointed me was the lack of ownership or effort to make the situation right afterward. I wasn’t expecting anything unreasonable. Even a modest gesture acknowledging that we had relied on information provided by Hersheypark staff would have gone a long way.
I brought the issue up once more during a later visit, hoping someone might be able to help. Unfortunately, that interaction was even more discouraging. I was initially told that I could have received a refund had I requested one immediately. When I explained that I had, in fact, requested a refund at the time, I was then told that a refund would not have been possible anyway.
When I politely asked to speak with her supervisor, I was told that she did not have one. Toward the end of the conversation, I asked what she thought Milton Hershey would have done in a situation where a customer relied on information provided by an employee and the organization later acknowledged that an error had been made. She responded, “We are done here,” and placed a block in the ticket window, ending the conversation. I was able to take a photo of the interaction.
I’m sharing this because I believe Hersheypark can do better. We live here, we want to support Hershey institutions, and we were excited to enjoy the park as a family. I would have been satisfied with almost any reasonable effort to acknowledge and correct an admitted mistake.
Unfortunately, the repeated unwillingness to take responsibility and the way the final interaction was handled left a very disappointing impression. I sincerely hope Hersheypark uses experiences like this as an opportunity to improve customer service training and empower employees and supervisors to resolve situations fairly when an error has clearly occurred.
翻译：很遗憾，这是我经历过最令人失望的客户服务体验之一。尤其是因为我和家人最近刚搬到赫希，我们真心期待能支持赫希公园并融入当地社区。
我为自己和儿子购买了季票，正是因为他符合领取免费学前儿童通行证的条件。购买前，我还向售票处的工作人员确认了他的资格，他的通行证也顺利办理并激活了。由于我们住在当地，甚至还获得了一张专门的贴纸，并被告知可以经由ZooAmerica入口进入。
然而，在我们下次到访时，却被告知我儿子的通行证已失效，我们必须去售票处。我首先接待我们的工作人员极其友善、善解人意且满怀歉意。他明白这种情况有多令人沮丧，但解释说自己无权解决此问题，于是便叫来了主管。我真心欣赏他处理这种情况的方式。
主管承认确实有员工在发放通票时出现了失误，并告诉我该员工已受到训斥。不过让我感到意外的是，尽管承认了错误，却并未给我们任何解决方案或补救措施。当我要求退款时，对方却表示这不可能，因为我已经使用了季票。我请求与另一位主管通话，但被告知没有其他主管可以接待我。后来我给管理层发邮件说明了情况，但得到的回复基本上还是一样。
最让我失望的并非最初的失误。人总会犯错，作为企业主，我完全理解这一点。真正让我失望的是事后他们毫无担当之意，也没有任何试图纠正错误的努力。我并没有提出什么过分的要求。哪怕只是一个简单的举动——比如承认我们确实依赖了赫希帕克工作人员提供的信息——也会大有帮助。
后来我再次提起这个问题，希望有人能提供帮助。可惜，那次交流反而更令人沮丧。起初有人告诉我，如果我当时立刻申请，本是可以得到退款的。当我解释说自己实际上当时就申请过退款时，随后我被告知，无论如何都不可能办理退款。
当我礼貌地请求与她的主管通话时，对方却说我没有主管。谈话快结束时，我问她：如果顾客信赖了员工提供的信息，而后来公司也承认确实出现了错误，在这种情况下米尔顿·赫尔希会怎么做呢？她回答道：“我们的谈话到此为止了”，接着就关上了服务窗口，结束了对话。我拍下了整个互动过程。
我分享这件事是因为我认为赫舍伊公园可以做得更好。我们就住在这里，也希望支持赫舍伊地区的各类机构，本来我们满心期待能全家一起享受公园的乐趣。其实，只要他们能以合理的方式承认并纠正这个明显的错误，我就心满意足了。
遗憾的是，他们屡次不愿承担责任，最终的处理方式也让我们感到极为失望。我衷心希望赫舍伊公园能把这样的经历作为契机，来改进客户服务培训，并赋予员工及管理人员相应的能力，以便在确实出现失误时能够公正地解决问题。
我为自己和儿子购买了季票，正是因为他符合领取免费学前儿童通行证的条件。购买前，我还向售票处的工作人员确认了他的资格，他的通行证也顺利办理并激活了。由于我们住在当地，甚至还获得了一张专门的贴纸，并被告知可以经由ZooAmerica入口进入。
然而，在我们下次到访时，却被告知我儿子的通行证已失效，我们必须去售票处。我首先接待我们的工作人员极其友善、善解人意且满怀歉意。他明白这种情况有多令人沮丧，但解释说自己无权解决此问题，于是便叫来了主管。我真心欣赏他处理这种情况的方式。
主管承认确实有员工在发放通票时出现了失误，并告诉我该员工已受到训斥。不过让我感到意外的是，尽管承认了错误，却并未给我们任何解决方案或补救措施。当我要求退款时，对方却表示这不可能，因为我已经使用了季票。我请求与另一位主管通话，但被告知没有其他主管可以接待我。后来我给管理层发邮件说明了情况，但得到的回复基本上还是一样。
最让我失望的并非最初的失误。人总会犯错，作为企业主，我完全理解这一点。真正让我失望的是事后他们毫无担当之意，也没有任何试图纠正错误的努力。我并没有提出什么过分的要求。哪怕只是一个简单的举动——比如承认我们确实依赖了赫希帕克工作人员提供的信息——也会大有帮助。
后来我再次提起这个问题，希望有人能提供帮助。可惜，那次交流反而更令人沮丧。起初有人告诉我，如果我当时立刻申请，本是可以得到退款的。当我解释说自己实际上当时就申请过退款时，随后我被告知，无论如何都不可能办理退款。
当我礼貌地请求与她的主管通话时，对方却说我没有主管。谈话快结束时，我问她：如果顾客信赖了员工提供的信息，而后来公司也承认确实出现了错误，在这种情况下米尔顿·赫尔希会怎么做呢？她回答道：“我们的谈话到此为止了”，接着就关上了服务窗口，结束了对话。我拍下了整个互动过程。
我分享这件事是因为我认为赫舍伊公园可以做得更好。我们就住在这里，也希望支持赫舍伊地区的各类机构，本来我们满心期待能全家一起享受公园的乐趣。其实，只要他们能以合理的方式承认并纠正这个明显的错误，我就心满意足了。
遗憾的是，他们屡次不愿承担责任，最终的处理方式也让我们感到极为失望。我衷心希望赫舍伊公园能把这样的经历作为契机，来改进客户服务培训，并赋予员工及管理人员相应的能力，以便在确实出现失误时能够公正地解决问题。
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