Menu
Universal Studios
Universal Studios Customer Service Phone, Email, Contacts

Universal Studios
reviews & complaints

Learn how the rating is calculated

1.2 49 Reviews

Universal Studios Complaints Summary

3 Resolved
46 Unresolved
Our verdict: If considering services from Universal Studios with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
Verified
The authenticity of the customer service contact information for Universal Studios has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Universal Studios. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Universal Studios reviews & complaints 49

Sort by:

Newest Universal Studios reviews & complaints

ComplaintsBoard
D
6:54 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Universal Studios Guest services

When I purchased my tickets I also purchased express passes. The express passes did not ask me to change date. I then realized the passes had purchase date on them. I have been trying to call to no avail for 5 days now. Emails back and forth and just being told to call a number that no one answers. 3 hours holding waiting for someone to answer. RIDICULOUS!

Desired outcome: I want the date of my express passes that I paid for changed

Read full review of Universal Studios
Hide full review
ComplaintsBoard
P
12:51 pm EST

Universal Studios Workers

My boyfriend, a few friends of ours, and I went to universal studios to spend the day on october 22nd, 2020. While getting security cleared for the incredible hulk roller coaster, one of the staff members asked him to show her his belt, like lift up his shirt to her. Normally I wouldn't care because of security measures, but she didn't do it to anyone else, and people pointed that out to him. I really feel like that's extremely creepy and inappropriate. Not demanding justice or a refund, just keeping this place aware that some staff feel like they can get away with everything.

Read full review of Universal Studios
Hide full review
ComplaintsBoard
C
9:25 pm EST

Universal Studios injury during parade

During a parade my son was yanked by a character and attempted to be thrown into a "garbage can" He is 13 and was in tears because it hurt as you can see in the pics. My sister caught it on video and there was definitely unnecessary roughness, no character (employee) should put their hands on any child. This made the rest of the day unpleasant for him and the rest of our family.
A park manager should have come up and spoke with us reassuring this will be taken care of but did not!

Read full review of Universal Studios
View 0 more photos
Hide full review
ComplaintsBoard
V
3:43 pm EST

Universal Studios getting stuck on the new harry potter ride

My family visited the park on 1/3/2020. We have been saving money for a few years, since there are 5 of us. We decided to get a one day pass for two parks (Universal Studios and Islands of Adventure). We were having an amazing time and were able to go on all the rides we were excited about. We kept checking on the wait time for Hagrid's Magical Creatures Motorbike Adventure. It was over a two hour wait all day. We checked at 9:15 and it said 90 minutes so we decided to go for it. The wait was only about 25 minutes and my boys were so excited about it. We got on the ride and I was paired up with a young sweet girl from Brazil. After the drop the ride came to a halt... we all thought it was part of the ride and we were all waiting for something big to happen. The couple in front of me commented, "this is not part of the ride". People started panicking. We were probably down there for ten minutes with no communication. It was not a good feeling being trapped in a chair unable to move in a dark room in silence. There was a fear that another roller coaster was going to fall on top of us. It was just too silent! After the ride was over, we were offered to go on it again. My children had no desire:( I asked an employee why no one informed us about what was going on. Her reply was that they only do that if a ride is stuck for over 30 minutes. I really don't want to see anyone getting hurt on the rides. People were trying to wiggle out of their seats to get off the coaster. I have no idea what would have happened if they succeeded and the ride started. My children's reactions, on our way out of the park, were very upsetting. They kept saying that it was the worst day of their lives, and they never want to come back to Universal:( They were having the best time until this all happened:( It would have been so comforting if someone just came on the intercom to inform us of what was going on. Thank you so much for reading this.
Best,
Elizabeth Vukovich

Read full review of Universal Studios
Hide full review
ComplaintsBoard
D
12:12 am EDT

Universal Studios valet parking

I am a Florida resident and tonight (10/25) I took my daughter to Hard Rock Live to see her first concert. We used the valet parking option as it was only $26 according to the valet who gave me my ticket...fast forward 2 hours and 28 minutes and we are back at the valet to get our vehicle...thats when I almost had a friggin heart attack! The first 2 hours are $26 and anything over that automatically goes to $65! I was NOT told this and if I had been told, I would have parked across the street in the parking garage. When I tried to talk with your valet staff about being only 28 minutes over...they pretty much said "im sorry but those are our rates and it doesn't matter if it's 28 minutes or 1 minute over 2 hours...you have to pay the $65. So I paid your ransom...your ridiculous rate which makes no sense and i promise to never EVER come to Universal for anything ever again. My daughter loved the concert and we had a great evening only to have it destroyed by Universal Studios greed! I plan on posting this on every social media platform i can to let people know how Universal in my opinion deceived me...im a single father and tonight cost me a lot of money...money that could have been used on my children, but now its in your pocket. Shame on you Universal Studios... you've lost me and my family as patrons!

Read full review of Universal Studios
Hide full review
ComplaintsBoard
J
8:48 pm EDT

Universal Studios discrimination/disability

My son, a pass holder and a HHN with express pass was just humiliated as he boarded your newest roller coaster. After waiting through an long line he finally was able to get in a front seat. He clicked himself into the harness successfully but the attendant came and told him it hadn't clicked far enough. They checked a second time and he had to leave. He had fit in the test seat prior to the ride but was refused after the wait. Fat shaming is a firm of discrimination*abuse especially when systems are contracting each other. **He is humiliated and embarrassed as well as disappointed. A special trip totally ruined. **What can be find to apologize and make this right. Several hundred dollars have been spent for this experience. **Sincerely*James R Bishop, ************

Read full review of Universal Studios
Hide full review
ComplaintsBoard
S
2:13 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Universal Studios employee at harry potter fast line

We get fast line we wait our time to ride the game inside of howards I saw two adolescents between 16 - 15 years old they jump our places in front of us with no fast ticket then jump next to the regular line the attendant was aware of that I told him he ignore me because he saw the same thing as others as soon as noticed to Danny (short guy black hair) he was unpolite after he received my complaint he didn't let me finish to propose something important he literally told me "They're just young a child what do you want me to do I mean I'm not they parent ..."
shame on the service with this guy! And the other color one (the first one I told about those adolescents and told me ONE MINUTE) he saw the same thing as the other dozens of people that was waiting, we paid for the time here... the fact that your employees ignore this type of situation for fun for be cool with their friends or any reason. Today's experience gave us a clear idea that service is in the hands of people like those guys who attend us and was unpleasant for me.
We paid for 4 fast tickets. My email [protected]@gmail.com.
Best Regards.

Read full review of Universal Studios
Hide full review
ComplaintsBoard
L
7:40 pm EDT

Universal Studios the hunt

It is unconscionable to PROMOTE hunting political opposition which makes us, a free society. You are WRONG and pursuing evil results. The enemy comes to steal kill and destroy I came that you may have life and have it more abundantly. John10:10 May God GUIDE GUARD and PROTECT the U.S. and its allies from evil bring ALL perps to justice AMEN and praise the Lord Jesus Christ AMEN

Read full review of Universal Studios and 2 comments
Hide full review
2 comments
Add a comment
R
R
Ralph in Georgia
, US
Aug 11, 2019 6:02 am EDT

I am a conservative and I was looking forward to seeing The Hunt. The trailer was well made. It is an old story with a concept based on the short story "The Most Dangerous Game" where the hunted becomes the hunter.

Release the film. Do not cave.

D
D
Don't want
, US
Aug 09, 2019 1:19 pm EDT

UNIVERSAL STUDIOS/the hunt
If this film causes violence of any kind to befall people simply because they hold certain political views that some disagree with, YOU CARRY THE RESPONSIBILITY AND THE GUILT FOR ALL SUCH CRIMES COMMITTED ! Do not distribute this film! You are encouraging people who are psychologically unbalanced to take extremely violent action against anyone who disagrees with them. Don't try to hide your dark mercenary motives behind the premise that this film is a spoof or dark parable. If even ONE violent act emanates from an unbalanced viewer, YOU ARE GUILTY OF INCITING A HATE CRIME. And possibly murder! SHAME! Shame on the actors who wasted their talents and have besmirched their reputations permanently. How can you all sleep having cynically used political disagreement to incite and ignite extreme violence? Have you ignored the scores of mass shootings perpetrated by extremely disturbed or insane people? Where is your conscience in this world gone mad, full of extreme senseless violence! DO NOT RELEASE THIS FILM in such a tumultuous time! OR EVER! Its premise is totally obscene and immoral. You must not make light of it. Are you prepared to suffer the burden of the long memories of future infuriated audiences.

ComplaintsBoard
R
9:25 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Universal Studios transportation shuttle service & lack of service care for guests

My family was left stranded at the 10:45 pm route A bus shuttle waiting for bus that never came at its scheduled time. After walking all day, four cranky kids and two tired adults. Tried to call an Uber but driver couldn't find us for the crowd canceling our ride and then phone died after using universal's app all day to navigate the park. I brought charging cord for phone in the hopes there would be place to plug in or charging stations available. No such thing. Then we were made to turn around by universal staff and walk all the way around to the only "safe" walkway for pedestrians but there were no safe walkways back to partner hotels. Universal only cared that we exited the park safely but no care that there was no actual safe way to walk .7 miles across busy roads to partner hotels. Partner hotel shuttles are a joke. The hotel staff said they can't reach bus drivers and have no way to tell us if shuttle will actually show up. The next shuttle was "supposed" to show up around midnight. We didn't make our 4 small children sleep on concrete at the bus/shuttle stop. We walked across unsafe busy roadways taking only 10-15 minutes but ended up wasting so much time waiting for bus that didn't come. I tried calling Uber like the hyatt house hotel recommended when I called Hyatt hotel, but my phone died and there are no charging stations. Rendering me and my family stranded at the bus stop. No thank you partner hotel bus shuttle. You can't advertise partner hotel services if you aren't going to honor it.

Read full review of Universal Studios
Hide full review
ComplaintsBoard
D
4:43 pm EDT

Universal Studios scooter use on the train between parks

Donald a. thomas, jr.
211 ashton glen
Durham, nc [protected]
919/757-3797 - [protected]@icwhen.com
► • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • •

July 26, 2019

Mr. william a. davis, ceo
Universal orlando resort, inc.
1000 universal studios plaza
Orlando, florida 32819-7601

Dear mr. davis or to whom it may concern;

While universal orlando as well as universal studios in california remain my favorite two parks in the country, we've now had two bad experiences at the orlando complex.

I have stage 4 lung cancer at 61 years of age. so, to best enjoy the park this past week, we invested in a scooter which we rented on the studios side. this would help with coping with the heat and reduce the amount of walking. we were assured that the scooter would be no problem to use on the hogwarts express between the two parks with our two park passes. we also invested in express passes for our party of three to reduce standing and walking time.

The plan went well for us. we invested the (great deal) of extra money and we're enjoyed the benefits. we traversed half of the studios side; enjoyed diagon alley, then rode the train to hogsmeade station. we circled the entire islands of adventure, then at about 5:15pm we were ready to board the train and return to the studios park.

As we approached the entrance to hogwarts express, one female employee, picked us out and told us we could not ride the train because "the lift was not operating". my wife and I looked at each other then I asked the employee, "what was plan b?"

The young lady looked at us as if we did not hear her. she repeated that the lift was not working and we were not allowed to take the train since we had a scooter.

We paid for the use of the scooter. we were originally told that we could use the scooter on the train.

"this is not a problem we caused", I pointed out. "how do we get to the other park?"

"you must go to the front of the park, exit the park, navigate a portion of city walk, then re-enter the studios," she essentially replied. I didn't even know if I would be allowed to exit the park using that route with a park-owned scooter. was she suggesting that I return the scooter as we left islands of adventure, then rent a different one when we re-entered the studios park?

I pulled to the side and discussed the situation with my wife. as we spoke, I realized how incredibly stressful and ridiculous this was. we had paid all this extra money for conveniences, we expected to be able to avail ourselves to. universal assured us that we could use the scooter to transfer on the train. universal is a well thought out, advanced, state-of-the art park and doesn't have a rational plan b if one lift designed to cater to the handicapped goes out?

Then I devised my own plan b. I re-approached the one young lady at the entrance to the train and held out the scooter key while leaving the scooter parked to the side. she made no effort to take the key.

"none of this is our fault," paraphrasing what I said. "me and my party are not going all the way to the front of the park, attempt to exit with a park scooter, then re-enter the studios side; only to have to travel half the park again to resume where we left off. we will ride the train without the scooter."

She showed no emotion and made no effort to take the key I was trying to turn over to her.

"if you are unable to cope with this, please call your supervisor," I concluded. "do you understand our point of view?"

She showed no emotion and never smiled. she never made an effort to radio to see if there were any alternatives for us or to check on the eta of the lift working again. instead, she took the keys and we used our express passes to board the train.

Oddly, we noticed no lift on the hogsmeade side. I think the only lift we would have needed would have been on the diagon alley side which was being used when we arrived.

As we left the park, I checked in where we should have returned the scooter. oddly, no one bothered to notify the staff at the rental booth of the circumstances. the scooter staff was apologetic and pledged to make a record of the situation.

I admit that I am not as physically handicapped as many people are and we were blessed that this was the last quarter of our day when the weather had cooled a bit, but no handicapped guest should be treated this way by an unfriendly, untrained, staff member for a situation that universal orlando should logically have a rational plan b to assist their guests.

We, once again, left the park with a sour feeling and having lost use of the scooter for a quarter of our visit. we invested a lot of money believing in universal's hospitality and we were not happy as we left.

I have attached copies of our tickets and our fast passes. we shredded our receipt for the scooter, however we picked it up on a reservation and I am sure that your records will be easy to locate.

Thank you in advance for improving your park's infrastructure so other's never go through this in the future. while many people may not take the time to write, they will leave your facilities not feeling good about their experience.

Sincerely,

Donald a. thomas, jr.

Read full review of Universal Studios
Hide full review
ComplaintsBoard
N
2:53 am EDT

Universal Studios park and attractions

Hi,
I took my friend and his 3 kids and my 2 kids who never been to universal studios Hollywood yet on Sunday June 23, 2019 to the park and told them about thrilling rides like King Kong 360 4d ride at studio tours and Jurassic Park water ride and mummy. All 7 of us paid regular ticket price and left extremely unsatisfied. We all were looking forward to Jurassic Park water ride that was closed for renovations and king Kong 360 4 d ride with 4d glasses was having tech difficulties so we didn't get to even see it. Plus mummy ride had technical difficulties as well and was temporary closed . In addition to it there was a technical difficulty with a ride a hog wards castle. It stopped in the dark on the top and stayed still for 10 minutes. I am extremely claustrophobic so to me that experience was frightening. I'm dissatisfied and disappointed about the whole experience. I believe we should be reimbursed for this unsatisfying experience.

Regards,
Natalija Nezbailo
[protected]
[protected]@yahoo.com

Read full review of Universal Studios
Hide full review
ComplaintsBoard
S
10:28 am EDT

Universal Studios service from universal studios japan

Please forward this to the General Manager of Universal Studios Osaka Japan

Dear Sir/Madam,

I went to your Universal Studios in Osaka on 12 June Wednesday 2019.

At the Wonderland park area, around 1-3pm, where all the Elmo and Cookie Monster were taking pictures with people, my little daughter wanted to take a picture with Elmo. There was this other child who just kept on standing next to Elmo for 5 minutes and her mother was not even taking any picture of her. So I reckon they were not waiting to take any picture. So I told my daughter to stand near Elmo so I could take a picture of her.

Then Cookie Monster came, this was around 1-3pm in the afternoon, the person inside the Cookie Monster suit tapped me on my shoulder and shook his head at me and told me I can't do that ( meaning why did I ask my daughter to go hear Elmo when the other girl was taking a picture). To make matters worse, this Cookie Monster went to hold the other girl's hand and walked away from my daughter and kept on taking pictures with Elmo. My daughter felt so hurt and sad that she could not have a chance to take a picture with Elmo.

I would like to lodge a complaint against this person in the Cookie Monster suit. This person's behavior was unnecessary and impolite in my opinion. We are all there to have a good time. I was in no way rude or impolite. All I wanted was to take a picture of my little daughter with Elmo. This person should not have behaved in such a manner and I expect an explanation from this person and the manager. This incident has caused me undue stress today that I could not enjoy myself properly in USJ. I am really shocked at the park's customer service.

Read full review of Universal Studios
Update by Sunsetsunshine
Jun 12, 2019 10:29 am EDT

Please see complaint against USJ IN Osaka about the Cookie Monster person! Terrible attitude

Hide full review
ComplaintsBoard
M
4:35 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Universal Studios unable to ride the rides and utter caoa and disorganization

Order # 20190607USH66353560
Maureen McGinley

I paid $228.00 to go on one ride. We waited in line for 2 hours for the Wizarding World of Harry Potter and then were told we didn't meet enough safety clicks to ride.

Same thin happened with The Revenge of the Mummy.

We would please like our money back. It was a horrific experience.

Maureen [protected]

Read full review of Universal Studios
Hide full review
ComplaintsBoard
J
7:30 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Universal Studios poor customer service

I purchased my son the yearly pass so that he can Universal Studios being a Fl Resident. On two occasions we have had issues. The first visit he was not allowed handicap access because they told him he needed a wheel chair. My son is an amputee but does where a prosthetic but after so much walking and standing for long periods of time it does bother him. On October 15th around 3pm he rode the Harry Potter Gringotts ride, at that moment they had him remove his prosthestic I guess for the safety of passengers and himself. When the ride finished he was in a total opposite side of the ride and did not have access to the prosthetic because it was in the beginning of the ride it was not transferred over to the other side. The attendant was very rude and told him he needed to hop off the ride on one leg not only jeopardizing him getting hurts but also humiliating him in front of everyone on the ride. I want someone to contact me regarding this matter he was not alone and does have witnesses that confirm the way he was treated. My contact information is [protected] and my name is Jackie Rivera.

Read full review of Universal Studios
Hide full review
ComplaintsBoard
J
2:28 pm EDT

Universal Studios hhn oct 13 2018 ticket on line prices not honored

I called today and after 40 minutes I was extremely disappointed with the customer service. On 8/26/2018 I purchased a tickets I though was for Orlando HHN but it for California. I called to fix it and the new fast pass rate went up $30.00. (order#20180925USH48922920)

I spoke with supervisor Michael then Manager Jackie and I wanted the number to speak to Jackie's boss Larry. Not honoring the $139.00 rate of 8/26/2018 is unacceptable.

I think it misses the principle that I purchased a ticket FOR Universal horror night and the same rate SHOULD BE transferred to Florida UNIVERSAL.

I am spending a lot of money at Universal next weekend and I am disappointed you can not honor the rate on 8/26/2018 with was $139.99 for the fast pass and not today's rate of $169.99. The park entrance is the same but the $30 increase and my 40 minutes on the phone seems below anything I would expect from Universal. This is my third year going and I expect to pay more for a fast pass the closer I get to the date but I believe that I should have been given the rate when I purchased a UNIVERSAL fast pass.

Please either give me Larry's number or the CEO so I can express this unfair principle of charging me more than I should be charged. I should have been given the rate when I purchased it.
my new order #20181005gcc14651822.

Jackie's answer was if I give it to you, I have to give it to others. I purchased a ticket on 8/26 and I am asking for that rate and nothing else. I hope my calls were recorded and someone listens to them to train for improved customer service.

We spend a lot of money and this $30 does make a difference.
thank you,
Jenny

Read full review of Universal Studios
View 0 more photos
Hide full review
ComplaintsBoard
C
5:32 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Universal Studios exclusive limited edition gift set

Hello!
I bought the Exclusive Limited Edition gift set at Walmart today. The packaging says Blu Ray, dvd, digital, Funke pocket key chains. I bought from the Jurassic World cardboard display. The box appeared new and factory sealed. When I opened the box and the blue disc container, it appeared to be factory sealed also. Inside the blue disc container, the contents were the blue ray disc, the dvd disc and a paper insert for "interactive baby blue". There's no paper containing the digital code or instructions. I searched the box carefully and can't find the digital code. Could this be a factory error? I enjoy streaming and was looking forward to adding this movie to my collection. I can send a copy of the receipt if you like. Can you please help?
Thank you, Camille Goodin
[protected]@ icloud.com

Read full review of Universal Studios
Update by CamilleG
Sep 21, 2018 5:34 pm EDT

Movie is Jurassic World Fallen Kingdom. Thank you!

Hide full review
ComplaintsBoard
J
6:58 pm EST

Universal Studios Theft/Injury/Negligent Employees

On exiting the park, I was pushed to the ground, injured & nearly trampled as the crowd was fast moving & out of control (it was announced that the lockers would be inaccessible after 10PM). No effort was made by Universal to have people exit calmly--they just stood around and watched. No one would assist me. I went to guest services for help--I wanted a refund for the remaining 2 of 3 days I prepaid for (I checked in at guest services when I arrived & was assured if I was unable to return due to health issues, I would get a full refund). They only refunded $84 for 2 days of passes--3 days cost me $335. The worst experience was when I asked for help getting my possessions out of a locker at the neighboring park entrance...Universal has 2 entrances. I was barely able to walk. They said they couldn't provide a wheelchair or any assistance. They told me to walk outside the park to the security offices--after the park had just closed. Security has no offices outside the park entrance. I had to stand outside screaming for 5 min before someone came to help me. This was 10 min after the park closed. I just wanted to get my bag--it contained my medication & camera equipment, and an extra jacket (too heavy to carry & I was scared of theft--wanted my valuables protected). I was told security had already "swept" the lockers & my things would be in "lost & found". More walking super slow, unstable, hurting & limping--with no offer to help me or get a wheelchair. There were no bags turned into lost & found. They gave me a form to fill out & list my losses. I just wanted to check the locker myself & be sure it was empty--I was not allowed. I gave them my locker # and they assured me the locker was empty. Since the lockers either use a special code or fingerprint, it seemed impossible that it was a random theft--the only people with access are the employees. I wanted to file a police report--over the next hour & 45 min I kept asking for the police--they never called the police & kept ignoring me as I sat on the ground crying. There were no chairs, no one offered me a seat or a tissue or water--nothing. They were cold & uncaring. They stood around me--just staring at me, detached, as if I was their nightly entertainment. Horrible experience is an understatement. I explained the value of my missing possessions, mainly the daily maintenance medication I require, something I have to take at scheduled intervals w/o exception (stopping it suddenly is life threatening), it is also extremely hard to find (allergic to all but one brand), it is a schedule II, very tightly regulated & very expensive--any loss or theft needs to be reported to the police. A Dr. can't just call it into a pharmacy, it requires a hard copy, and it needs to be filled in the state it was prescribed--my Dr. can't write a new prescription due to loss or theft--unless I have a police report. I asked for the police to be called more than 6 times--but Universal guest services & the security guards never called. They refused to call the police. My phone was dead & I couldn't call anyone for help. Not calling the police when the loss is over $5000, and the strongest opiate medication available has been stolen--is confusing & inexcusable--it makes me question their intentions. I take the medication for cancer pain management, the medication (especially at the dose I'm prescribed) is lethal to anyone who isn't acclimated to it, it also has a high street value--reasons which make it desirable for thieves, but make it even more difficult for patients who need their medication replaced. I've been planing a trip to Cuba since August, had made special arrangements for mediation, transportation, visa's etc., it was more involved than I could ever explain here--but having my medication gone, meant cancelling the trip & flying home--losing over $5, 000 on the trip & another $5000 for the camera equip & medication. All of that plus my husband finally has 2 weeks vacation this year & it would be wasted, xmas ruined--all because of Universal. With all of this on my mind, plus the severe pain & no access to my medication--I was crying uncontrollably--for almost 2 hrs. Not once did any of the Universal employees standing around me offer to help. Only thing they did was hand me a form & pen to list my losses. They never called the police, never offered tissues or water or to call someone for me--it was late, I was cold, I felt ganged up on & abused on top of injury--I was beyond upset. I had given them the locker # at the beginning--and gave it again several times during the night. It took them an hour & 45 min to "find" my bag in the locker where I had left it--and give it to me--but not so simply. I had given a description of the bag & contents--plus my name was on the medication & it was in the locker # I gave them. The "head" security guy still wouldn't give me my bag--he wanted additional proof that it was mine. It was unbelievable. I still can't believe the way they treated me. So, did the "security" employees who claimed they checked every locker & "swept" them--did they lie? When they rechecked & it still wasn't there--was that a lie? Why not call the police? When I didn't back down or accept what they said--how did they just happen to "find" my bag then? Not saying the Universal employees are stealing the guest's valuables--but it sure makes me wonder... And there is no excuse for how I was treated... Having a large group of people supposed to be helping you & instead they surround you & are seemingly entertained by your suffering--it's extremely traumatizing. I haven't been able to leave my hotel since last night. I could never have anticipated treatment like this--especially from a company with a reputation like Universal. Now I am completely distrustful of Universal & I am terrified to go back to the park. All the trauma I endured was completely avoidable--none of it needed to happen. My injury was directly due to poor crowd control & misinformation--telling people they would not be able to access their lockers after 10PM was a lie & caused a panic of people racing to the lockers/exits. Last night's events never should have happened. An apology would have been appropriate, but it never occurred. I will discuss this with family when I get home & Xmas if I will take legal action against Universal. What they did to me is unforgivable and my current inability to go out & leave my hotel is directly due to what they did to me--I'm still scared. I can't imagine being near park employees or going back there. I am traumatized. No idea how long something like this lasts, but the experience & feelings it brings up are paralyzing. The people that did this to me should not be in a position to hurt others--yet they still have jobs at Universal & could be hurting someone else tonight--and the tomorrow night, etc. One last bit--I asked for the video of the locker area to be reviewed when they were still claiming my items were stolen--but there is no video--according to the security employees. I don't know if the video works or not--or if it was just another lie in order to protect themselves. Bottom line, you can't trust Universal, and you definitely shouldn't trust their employees. If you do have items missing (many people came to guest services wanting to report losses--they were brushed off & no one filed a report. The best advice I can give is to not accept what they say & if it is valuable or important to you--stand your ground & insist on filing a police report, the culprit may be the Universal security agent helping you--and the bigger fuss you make, the better odds of recovery.

Read full review of Universal Studios
Hide full review
ComplaintsBoard
J
11:43 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Universal Studios Not aware of CLosing Early due to Halloween Horror Nights

My husband, daughter, two granddaughters 11 yrs. and 18 months, grandson 6 yrs., son-in-law and I visited the theme park on October 31st. We were very excited to come because we haven't been there for a couple years and it was for my Birthday. We arrived at 11:00 am. When we entered the park we noticed that it was closing at 5:00 pm. due to Halloween Horror Nights. We were planning on staying till closing (8:00) so this was why we came so late. We live in port st john. I was very disappointed. We only got to go on three rides and had only enough time to eat. We ate at the Seafood Restaurant and the food was horrible. The fish Dinner had no taste and the macaroni was horrible My granddaughter's salad had hair on top of hers. We didn't complain because there was a line that would waist more of our time. We spent over $100 on our Dinners and were very unhappy. Is there any compensation for our trip.

Read full review of Universal Studios
Hide full review
ComplaintsBoard
D
1:30 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Universal Studios Misleading Dietary Information

Every year that we go to Universal Studios we get differing advice on dietary requirements:
Two years ago we were told that the cheese used on pizzas was definitely vegetarian and had no animal rennet in it.
Last year we were told by the head chef Bob Burdock that the cheese pizzas were vegan (which was a lie.)
Last year Michael Aubun carried out extensive search and told us that the cheese on pizzas was not vegan but vegetarian and the head chef had got confused.
This year I was told straight way without any research that the cheese was not suitable for vegetarians and had animal rennet in it. Surely this is illegal to tell any old lie to customers with dietary requirements.
The customer services at Universal Studios is terrible and no One person deals with you and no-one seems to know what they are talking about.
Debra Robinson

Read full review of Universal Studios
Hide full review
ComplaintsBoard
B
5:20 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Universal Studios Ride malfunction

We paid for 4 day passes to Universal Studios just This past week and attended the park on weds. We were anxiously waiting to ride the new Grinngets ride for 2 hours in line. We finally get on the ride and it breaks down on the track 3 times. I after the ride was done I asked the operator about the matter n told him my complaint and all he said was you can ride it again n I said so it can break down again? Waiting in line for 2+ hours for a ride to fail and the $200+ dollars we paid for the park passes was unbelievable to our customer satisfaction! We are very disappointed customers.

Read full review of Universal Studios and 2 comments
Hide full review
2 comments
Add a comment
E
E
Eileen Matichuk
Sherwood Park, CA
Jan 08, 2010 4:13 pm EST

We recieved a call offering us a holiday package to Orlando and Mexico. It sounded legit so we went for it. It cost us 498.00 but we are unable to access it. No one responds to any calls we attempt at or answers the email messages we send and we are unable to get any responsed on the website.

E
E
Eileen Matichuk
Sherwood Park, CA
Jan 08, 2010 4:17 pm EST

I did not write Universal Studios. The system changed it. I wrote Universal Explorations.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Universal Studios customer service

Phone numbers

+1 (800) 864-8377 +1 (800) 959-9688 More phone numbers

Most discussed Universal Studios complaints

Employee stole my camera
1
(opinions to this review)

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Universal Studios?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Universal Studios Customer Service. Initial Universal Studios complaints should be directed to their team directly. You can find contact details for Universal Studios above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Universal Studios. Discuss the issues you have had with Universal Studios and work with their customer service team to find a resolution.