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Liam W
⭐ 1 star – Disappointing communication, unacceptable customer service and ignored complaints.
黑池动物园的点评
点评：We travelled for approximately three hours to Blackpool Zoo on Sunday 25th October to celebrate my son’s 5th birthday. We had booked and paid for our tickets directly through the zoo’s website, and this was supposed to be a special day for our family.
We left home just before 9 am and arrived at approximately 12:10 pm, only to discover that the zoo was closed.
I understand that severe weather can cause unexpected closures, and I would never expect a business to put the safety of its visitors, staff or animals at risk. However, the way this situation was communicated and how we were treated when we arrived were completely unacceptable.
I was told that I should have checked social media for updates. I do not have Facebook, and I had booked directly through the zoo’s own website. I do not believe customers should be expected to monitor social media to find out whether a pre-booked visit has been cancelled, particularly when travelling several hours with young children.
The email notification I received was timestamped 11:08 am, long after we had left home and were already well into our journey. We spent over £100 on fuel and other expenses to make this trip, only to arrive and find the zoo closed.
However, the worst part of the experience was the treatment we received from the manager.
When I asked for his name, he turned his name badge away from me. He then accused me of being abusive. This followed an interaction in which he shouted at me in front of my five-year-old son, who became so upset that he was crying.
We had travelled three hours to celebrate my little boy’s birthday, only for him to spend approximately six hours in the car and then witness an upsetting confrontation when we arrived at the zoo. This was supposed to be a happy, memorable day for him, not an experience that left him in tears.
I was trying to get answers about a wasted journey and a birthday outing that had been ruined. I did not expect to be treated this way by someone in a managerial position, especially in front of a young child.
We were simply told that the zoo was closed and to contact them by email. There was no apology offered to us in person, no meaningful assistance and no attempt to acknowledge the situation we had been put in.
What makes matters worse is that my attempts to raise a complaint have also been ignored. After everything that happened, I expected at the very least an acknowledgement and a proper response from management. Being left without a response has only added to the frustration and disappointment.
I appreciate that the closure itself may have been necessary because of the weather. My complaint is about the lack of effective direct communication, the dismissive attitude towards customers who had already travelled, the way we were treated when seeking an explanation, and the subsequent failure to respond to my attempts to complain.
We booked directly through Blackpool Zoo, travelled a considerable distance in good faith and were left with more than £100 in expenses, a wasted day and an extremely upset five-year-old on what should have been a happy birthday celebration.
I am seeking a refund, reimbursement of our reasonable travel expenses and appropriate goodwill compensation. I also expect management to investigate the conduct of the manager involved and address the lack of response to my complaint.
The weather may have been beyond the zoo’s control, but communication, customer service and the way complaints are handled are not.
A deeply disappointing experience that has completely overshadowed what was supposed to be a special day for my son.
Ive attached below the image of the man who hid his badge so we couldn’t complain about him.
We left home just before 9 am and arrived at approximately 12:10 pm, only to discover that the zoo was closed.
I understand that severe weather can cause unexpected closures, and I would never expect a business to put the safety of its visitors, staff or animals at risk. However, the way this situation was communicated and how we were treated when we arrived were completely unacceptable.
I was told that I should have checked social media for updates. I do not have Facebook, and I had booked directly through the zoo’s own website. I do not believe customers should be expected to monitor social media to find out whether a pre-booked visit has been cancelled, particularly when travelling several hours with young children.
The email notification I received was timestamped 11:08 am, long after we had left home and were already well into our journey. We spent over £100 on fuel and other expenses to make this trip, only to arrive and find the zoo closed.
However, the worst part of the experience was the treatment we received from the manager.
When I asked for his name, he turned his name badge away from me. He then accused me of being abusive. This followed an interaction in which he shouted at me in front of my five-year-old son, who became so upset that he was crying.
We had travelled three hours to celebrate my little boy’s birthday, only for him to spend approximately six hours in the car and then witness an upsetting confrontation when we arrived at the zoo. This was supposed to be a happy, memorable day for him, not an experience that left him in tears.
I was trying to get answers about a wasted journey and a birthday outing that had been ruined. I did not expect to be treated this way by someone in a managerial position, especially in front of a young child.
We were simply told that the zoo was closed and to contact them by email. There was no apology offered to us in person, no meaningful assistance and no attempt to acknowledge the situation we had been put in.
What makes matters worse is that my attempts to raise a complaint have also been ignored. After everything that happened, I expected at the very least an acknowledgement and a proper response from management. Being left without a response has only added to the frustration and disappointment.
I appreciate that the closure itself may have been necessary because of the weather. My complaint is about the lack of effective direct communication, the dismissive attitude towards customers who had already travelled, the way we were treated when seeking an explanation, and the subsequent failure to respond to my attempts to complain.
We booked directly through Blackpool Zoo, travelled a considerable distance in good faith and were left with more than £100 in expenses, a wasted day and an extremely upset five-year-old on what should have been a happy birthday celebration.
I am seeking a refund, reimbursement of our reasonable travel expenses and appropriate goodwill compensation. I also expect management to investigate the conduct of the manager involved and address the lack of response to my complaint.
The weather may have been beyond the zoo’s control, but communication, customer service and the way complaints are handled are not.
A deeply disappointing experience that has completely overshadowed what was supposed to be a special day for my son.
Ive attached below the image of the man who hid his badge so we couldn’t complain about him.
翻译：10月25日星期日，为了庆祝我儿子5岁生日，我们驾车约三小时前往布莱克浦动物园。我们事先通过动物园的网站预订并支付了门票费用，本以为这会是全家人的特别日子。
我们上午9点前从家出发，中午12点10分左右抵达，却发现动物园竟然闭园了。
我明白恶劣天气可能导致动物园临时闭园，我也绝不会指望一家企业会忽视游客的安全问题。工作人员和动物都处于危险之中。然而，这种情况的传达方式以及我们到达后所受到的对待完全不可接受。
有人告诉我，我本应该查看社交媒体以获取最新信息。但我并没有使用Facebook，而且我是通过动物园的官方网站直接预订的。我认为不应要求顾客去时刻关注社交媒体以确认预先预订的参观是否被取消，尤其是在带着年幼的孩子长途旅行的情况下。我收到的邮件通知上显示的时间是上午11点08分，那时我们早已离家并开始行程了。为了这次出行，我们花费了100多英镑用于加油及其他开支，结果到达后却发现动物园已经关门。
然而，最糟糕的莫过于那位经理对待我们的方式。
当我询问他的姓名时，他把名牌转过去不让我看到。随后，他竟然指责我出言不逊/态度恶劣。事情的起因是：他在我五岁的儿子面前冲我大喊大叫，吓得孩子伤心哭泣。
我们驱车三小时前来庆祝小儿子的生日，结果他却在车里呆了大约六个小时。当我们抵达动物园后，他又目睹了一场令人心碎的争执。本该是他开心又难忘的一天，却变成了一场让他泪流满面的经历。我试图得到关于这次白跑一趟的行程以及被破坏的生日出游的相关解释。我实在没料到会遭到一个管理人员如此对待，尤其是在一个小孩子面前。
我们只被告知动物园已经关门，并让我们通过电子邮件联系他们。他们既没有当面向我们道歉，也没有提供任何实质性的帮助，更没有试图去正视我们所处的困境。更糟糕的是，我试图投诉的努力也遭到了忽视。经历了这一切之后，我至少期望能得到管理层的回应与妥善处理。然而始终得不到任何答复，这让我更加沮丧与失望。
我理解由于天气原因，店铺不得不关门。我的抱怨其实是针对缺乏有效且直接的沟通方式。对于已经购票的顾客，他们表现出漠不关心的态度；当我们试图寻求解释时，得到的待遇也极其糟糕；之后，即便我多次试图投诉，他们也始终不予回应。
我们直接通过布莱克浦动物园预订了门票，怀着诚意远道而来，结果却白白支出了100多英镑，浪费了一整天的时间。原本应该是一个开心的生日庆祝日，却弄得5岁的孩子非常难过。
我要求全额退款。希望能报销我合理的旅行费用，并给予适当的补偿以示善意。我还期望管理层能调查涉事经理的行为，并解决对我投诉不予回应的问题。
天气情况或许超出了动物园的控制范围，但沟通、客户服务以及投诉处理方式则并非如此。
这是一次极其令人失望的体验，彻底破坏了本应属于我儿子的特别日子。我在下面附上了那个藏起徽章的男子的照片，这样我们就没法投诉他了。
我们上午9点前从家出发，中午12点10分左右抵达，却发现动物园竟然闭园了。
我明白恶劣天气可能导致动物园临时闭园，我也绝不会指望一家企业会忽视游客的安全问题。工作人员和动物都处于危险之中。然而，这种情况的传达方式以及我们到达后所受到的对待完全不可接受。
有人告诉我，我本应该查看社交媒体以获取最新信息。但我并没有使用Facebook，而且我是通过动物园的官方网站直接预订的。我认为不应要求顾客去时刻关注社交媒体以确认预先预订的参观是否被取消，尤其是在带着年幼的孩子长途旅行的情况下。我收到的邮件通知上显示的时间是上午11点08分，那时我们早已离家并开始行程了。为了这次出行，我们花费了100多英镑用于加油及其他开支，结果到达后却发现动物园已经关门。
然而，最糟糕的莫过于那位经理对待我们的方式。
当我询问他的姓名时，他把名牌转过去不让我看到。随后，他竟然指责我出言不逊/态度恶劣。事情的起因是：他在我五岁的儿子面前冲我大喊大叫，吓得孩子伤心哭泣。
我们驱车三小时前来庆祝小儿子的生日，结果他却在车里呆了大约六个小时。当我们抵达动物园后，他又目睹了一场令人心碎的争执。本该是他开心又难忘的一天，却变成了一场让他泪流满面的经历。我试图得到关于这次白跑一趟的行程以及被破坏的生日出游的相关解释。我实在没料到会遭到一个管理人员如此对待，尤其是在一个小孩子面前。
我们只被告知动物园已经关门，并让我们通过电子邮件联系他们。他们既没有当面向我们道歉，也没有提供任何实质性的帮助，更没有试图去正视我们所处的困境。更糟糕的是，我试图投诉的努力也遭到了忽视。经历了这一切之后，我至少期望能得到管理层的回应与妥善处理。然而始终得不到任何答复，这让我更加沮丧与失望。
我理解由于天气原因，店铺不得不关门。我的抱怨其实是针对缺乏有效且直接的沟通方式。对于已经购票的顾客，他们表现出漠不关心的态度；当我们试图寻求解释时，得到的待遇也极其糟糕；之后，即便我多次试图投诉，他们也始终不予回应。
我们直接通过布莱克浦动物园预订了门票，怀着诚意远道而来，结果却白白支出了100多英镑，浪费了一整天的时间。原本应该是一个开心的生日庆祝日，却弄得5岁的孩子非常难过。
我要求全额退款。希望能报销我合理的旅行费用，并给予适当的补偿以示善意。我还期望管理层能调查涉事经理的行为，并解决对我投诉不予回应的问题。
天气情况或许超出了动物园的控制范围，但沟通、客户服务以及投诉处理方式则并非如此。
这是一次极其令人失望的体验，彻底破坏了本应属于我儿子的特别日子。我在下面附上了那个藏起徽章的男子的照片，这样我们就没法投诉他了。
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