Jim L.
Yelp
I purchased six tickets last night, 3 October 2024, for the 9:00 PM timed entrance. Everything was great until the very end. Just before leaving, my wife purchased a pack of apple cider donuts, a hot cider, and a hot chocolate totaling $34.50. Unfortunately, this establishment does not accept cash, so my wife paid using Apple Pay.
The purchase was made and all was well, until the cashier said the transaction was not displayed on her monitor. She asked to re-tap the phone for another transaction. However, the transaction was displayed on my wife's phone saying it was approved for $34.50 with "Sp Historic Hudson." I advised my wife not to re-tap as she would be charged another $34.50. The cashier insisted that my wife re-tap, which is when I asked to speak with a manager-on-duty.
The cashier advised us to stand to the side while the manager arrives. The manager, Randy Reyes, finally arrived and asked for the last four digits of my wife's debit card. We provided that information, along with showing him that the Apple Pay transaction with "Sp Historic Hudson" in the amount of $34.50 was approved. However, he continued to check his system to locate this transaction.
After nearly 15 minutes, I told Reyes that we needed to leave as my two young daughters needed to be in bed, as it was now almost 10:00 PM. However, we were told to wait a bit longer as Reyes wanted to see why the transaction was not displayed on his system. That's when I insisted that we were leaving. I felt as though we were being held against our will, basically hostages, because there was a malfunction with their system.
As we were leaving, I expressed my frustration with Reyes. He basically did not care and offered no apology. When I asked to speak to another manager, he said he was "the manager." I then asked for his last name, but he refused to provide it. That is when I noticed it was displayed on the badge on his shirt - Renaldo Reyes.
Their Customer Service deserves a 0.