Account M.
Yelp
On Sunday, August 11th, after church, my family and I made a last-minute decision to purchase tickets to Cedar Point for the day. Upon arrival, everything seemed perfect. My husband, who is older, came along just to walk the park while my daughters and I planned to enjoy the rides. Unfortunately, the day did not go as planned.
When we reached our first ride, we were informed of a two-hour wait. My husband sat outside the gate while my daughters and I decided to wait the entire time. About 45 minutes into the line, we noticed a sign listing items that couldn't be brought on the ride, including purses. To ensure I wouldn't have any issues being secured in the seat, I called to my husband, who was nearby, to hand off my purse.
About another 45 minutes later, an older man, who appeared to be a countryman, accused me of leaving the line without permission. I explained that I hadn't left but had simply handed my purse to my husband, who was within eyesight. Other guests in line confirmed they were fine with me returning to my spot, and there were no concerns.
However, the man escalated the situation by making racial slurs, which I ignored to focus on my daughters. Before we could reach the stairs, I noticed him signaling to security. When security arrived, I explained the situation, including that other guests corroborated my story. Despite this, the security team stated that the man had complained and decided I needed to be removed from the line.
I expressed my concerns about the man's racial slurs and verbal harassment, but they dismissed my complaint. To avoid further conflict and shield my children from the discriminatory behavior and poor handling of the situation, I cooperated and left the line. Feeling humiliated, mistreated, and separated from my children, I immediately decided to leave the park.
Following this incident, I filed complaints with Cedar Point, contacted my bank to dispute the charge, and reached out to Guest Experience. I initially spoke with Mike A., who promised a refund. However, I later received a call and email stating that the chargeback process with my bank was pending and Cedar Point could not issue a refund while that process was unresolved. Mike assured me that if the chargeback failed, I could contact them to initiate the promised refund.
Now, four months later, I am still waiting for the refund. I contacted Cedar Point again and requested an escalation, which connected me with Scott, the Operations Supervisor of Admissions and Guest Experience. I explained the entire incident to Scott, who apologized but claimed it was my fault for leaving the park. I told him no parent would remain at the park after such an experience, especially when the situation was handled so poorly.
Scott reiterated that, per policy, he couldn't issue a refund since the ticket was used and that nothing could be done once a chargeback is denied. An apology, he said, was all he could offer.
This experience has been incredibly disappointing and frustrating. I was promised a refund, yet months later, I am left with no resolution. I am seeking a proper acknowledgment of the mistreatment my family and I experienced and the refund that was promised to me.
