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Business Profile

Amusement Parks

Canada's Wonderland

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Amusement Parks.

Complaints

This profile includes complaints for Canada's Wonderland's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 49 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:27/11/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On October 26, 2024, I purchased a season pass *** ** **** **** ******** along with the All Season Dining - Gold Pass and Season Pass Drink Plan. Initially, I selected the easy payment plan but did not complete the order. I then opted to pay the full amount upfront and placed the order accordingly. To my shock, both the easy payment plan and the full payment were processed. In addition, I was charged for All Season Parking, which I did not select. I called Customer Service after receiving an email about the easy plan payment to my email, and they agreed to refund the Gold Pass, Dining, and Drink Plans. However, they refused to refund the charge for the All Season Parking, despite my clear statement that I did not authorize this purchase. **** ** ********** ************. I did not agree to the parking charge, and it is evident that a technical issue in their system led to this mistake. I am demanding a full refund for the All Season Parking fee along with all applicable taxes and a formal apology for the inconvenience this has caused.

      Business Response

      Date: 29/11/2024

      Responded outside of BBB

    • Initial Complaint

      Date:02/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Saturday July 27, 2024, I was denied entry to the park even after I had purchased a seasons pass. Someone had fraudulently used my seasons pass without my knowledge and I was denied access to the park and my seasons pass was revoked. I paid 600$ in order for my family to be able to come to the park and I was denied entry and asked to either purchase a new ticket or leave. I ended up having to purchase a new ticket ** *** ******** ** *** **** *** ********* **** *** **** **** ******** ** ** ***** * *** ******. My family had already entered the park and I was the only one stuck outside with no option but to make a purchase for a new ticket. I have proof of purchase, I have all of the security guards names and badge numbers and I have witnesses to what took place as well.

      Business Response

      Date: 09/08/2024

      Guest contacted outside of the BBB

    • Initial Complaint

      Date:12/06/2024

      Type:Order Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased 2 Fast Lane Plus Passes for May 19, 2024, and when I arrived at the park I was notified that several of the rides for the Fast Pass Plus would be closing early. I would not have purchased these passes if I had known you were going to close rides early that day. This significantly changed our plans and my family could not take advantage of the rides at the times we had planned for. The information on the early closing of Fast Pass Plus Rides was not provided at the time of purchase. I'm requesting that you refund this part of my purchase. My order number is ******** Total cost of my purchase for the Fast Lane Pluss passes was $282.50

      Business Response

      Date: 14/06/2024

      Responded outside of the BBB

      Customer Answer

      Date: 20/06/2024


      Complaint: ********

      I am rejecting this response because:

      The business reached out to me by email on June 13 informing me that they would issue a refund. 

      I followed up with them today, and now they are informing me that they will not refund me. 

      They are claiming that they provided notice of the Fast Lane Plus pass ride closures on their website, but this information is mentioned as a general statement without times of the closures or what rides would be affected on the day we attended. 

      No information about ride closures was provided as part of the online purchase process. The only time I was informed of the ride closures and times was after the purchase, when I arrived at the park via a paper they provided me after collecting my Fast Lane Plus passes. **** ******** * **** ** **** ***** ****** ** *** ********** 

      * **** **** ***** * ********* **** ******** ********** ********


      Sincerely,

      ***** *****

    • Initial Complaint

      Date:01/09/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello there, My name is ******, and I am writing to report an incident that occurred on August 06, 2023, at Wonderland, during which I was handcuffed, escorted to Wonderland's detain room, and issued a Trespassing notice. On that day, I presented two tickets, one for my daughter and one for myself, which were scanned by the staff, granting us access to the park. Approximately two hours later, I left my daughter in the park with a friend and exited to the parking area to retrieve jackets from our car. Upon returning to the gate and scanning my tickets for re-entry, I was then informed that my ticket had expired, and re-entry was denied. The options provided to me were to either purchase new tickets or leave the park. Despite my repeated requests to speak with a Guest Relations Manager, my pleas were consistently denied. I declined to purchase new tickets or to leave, which led to me being surrounded by multiple security guards. Eventually, site police arrived, handcuffed me, and escorted me to Wonderland's detain room, where I was issued a trespassing notice. I have ******** copies of my entry tickets, as well as the purchase confirmation email, which did not mention an expiration date anywhere. I firmly believe that I was treated in a unfair and unjust manner. Could you please assist me in addressing this matter? Sincerely, ******,

    • Initial Complaint

      Date:02/09/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We were not able to attend this season and bought two gold passes with parking. Many attempts to reach *** for a refund but she is unresponsive even called and left voicemail. She replied to me a few times and have not communicated and im left hanging for months. Looking for a refund of the passes ** ** ****** ****** **** ***** **** **** *** ** ***** ** *** * **** ****** ***** ****** ** *** **** **** * ***** *** **** ***** ** ** ***** *** after many attempts of reaching her by email and phone I'm reaching out here. ******** ******** ******** * **** * **** ****** ******* *** *** ******* *** ** **** ** ** ******* **** ****** ******** ** ******* * ***** ******** ******* ** **** *** *** ********** ** *** ** **** ***** ** ** ***** * Please help me

      Business Response

      Date: 03/09/2022

      Concerns addressed outside BBB

      Customer Answer

      Date: 05/09/2022

      I will not accept the guest managers response after many months to offer me a refund of 100 dollars that I've spent on these passes and never went she also never ever responds on time and the park is now about to close and I'll be wasting all that money because of how slow the process has been of emailing her back and forth snd never getting a clear answer. Again I'm looking for a full refund for this ******* ** * ********* ** ******* ******* *** ****** ******** ** ** *** ******* ** ** **** *** * ***** ******* ****** **** ** ********* *** ****** *** ****** *********

      Business Response

      Date: 06/09/2022

      Guest has been offered resolution outside BBB

    • Initial Complaint

      Date:27/08/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ** **** * ***** ** ******** **** ***** ******** **** ****** ** ********* ********* ******** ** ************ ********** *** ***** ** ***** ********** ** ************ ***** *** *********** ************ we are requesting an official apology and refund of all park tickets and parking tickets purchased from Wonderland. I purchased group tickets on December 3, 2021 for 34 adults ****** ****** ******** for 2021 WINTERFEST GROUP ADMISSION - 15+). The first families that arrived had a problem with the group ticket QR code and were asked to present the ticket purchaser's ID and credit card picture. I sent my friends the information requested, and they were admitted into the park. The other families who arrived later, some entered the park smoothly after their tickets were scanned, and some were denied entrance. Of those denied entrance, some families were admitted after half an hour waiting outside and after presenting my ID and credit card information. The other families were denied entrance even after presenting my personal information. Winterfest was supposed to be a special get-together for all of us. By the end of the night, only 8 tickets were scanned. Most of us went back home ***** *** ************. We demand tickets refund and an official apology from Wonderland. We purchased the tickets on Wonderland's official website ***** ***** ******* *******. We fully cooperated and provided requested information in order to enter the park. ** *** **** ** ****** **** ***** ******** ** ******** **** ****** ***** *** ******** There were plenty of available staff around, but they kept us waiting, ******** *** *** ** ********** *** *** ******* ** Wonderland's poor admission procedures and poor customer service. I contacted Wonderland to file a complaint and request a refund but the agent, Kyle, denied my claim. He asked me to reschedule another time to Wonderland, *** ***** *** ******** ********** ** **** ** ** *** **** ** ***** ********** ******

      Business Response

      Date: 22/09/2022

      Answered guest outside of BBB

    • Initial Complaint

      Date:23/08/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello, I got into the park at 6:08 and it started raining at around 6:20. I did not get into any of the rides and I was not told that the rides wouldn't operate if it starts raining. At around 6:40 the rains stopped; however the rides were still not operating. I asked the guest services employee if I could get a refund or a ticket to use on another day and was told that that was not option ** * **** **** ******* * ** **** ***** ***** **** and would like to request a refund as I did not get to enjoy or see canadas wonderland *** * ***** **** ** ******* ** **** **** **** *** ** ** **** *****  Please help me with this matter whenever you time permits. Thank you for your time. Kind regards, ******

      Business Response

      Date: 23/08/2022

      Answered outside BBB.

    • Initial Complaint

      Date:23/08/2022

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid for in full a 2020 Gold Season Pass. On their website, it states that a Gold Pass will be honoured as such in 2022 because of the pandemic. Link to FAQ ************************************************************ Under "What is the season pass extension and what do I qualify for, it states that a 2020 Gold Season Pass will be honoured as such in 2022. It States: Gold Pass has been extended as a Gold Pass, etc.) 2020/2021 The difference between a Gold Pass and a regular season's pass is the Gold Pass allows me to attend Halloween Haunt and Winterfest. *********************************************** *** * ***** **** *** ***** *** ** ********* *** ********* ***************** * ***** *** **** **** *** * **** ***** When I log into my account, my pass shows it will expire Sept 5th, which means I will not be able to attend Halloween Haunt/Winterfest. I have called the park twice and Customer Relations can't help me. I have left two messages for Supervisors, but no one will return my call. When I ask the Customer Relations person to speak to someone in charge they tell me there is no one at the park at the moment to help me. First call was Aug 20/22; Second call Aug 22/22. All I am requesting is that I can use my Gold Pass for Halloween Haunt and Winterfest for 2022. I would not have paid for a Gold Pass in 2021 if I knew that it was not going to be honoured. If I had known that it would expire Sept 5/22, I would have converted my Gold Pass to a regular Season's Pass. Because of what they posted on their website, * ******* * ***** *** **** * *** ********** *** **** *** *** ***** ***** ***** ** ************ * **** **** * ** *** *** **** ****** **** ** ***** ***** ********* ***

      Business Response

      Date: 05/09/2022

      Answered outside BBB

    • Initial Complaint

      Date:21/08/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid more than 500$ to receive a service, and because of a problem in Wonderland park, It wasn't able to provide the most of rides that I suppose to find. For more than two weeks Wonderland management wasn't able to solve the problem and that caused me to have to line up with my children for more than 45 minutes to get one ride in an extremely crowded ( and it wasn't weekend), so instead of having fun ** **** ***** *** *********** ********** ********** ** ****** ******* ***** **** ****** *** **** *** ******* *** ************* *** *** *** ******* ******** ** ******* ** ***** ** **** *** ***** *** ********** * ****** *** *** **** ***** ** **** ** ****** ** *** **** ** *** ******* **** ** ******** ********** **** *** I paid to have access to the rides and it wasn't the case, * *** **** * *** ** **** ***** **** * ******* * ******* **** ******** ************ ** *** ** *** **** ********* **** ** * ********** ************ *** * **** ** ******* **** *** ******** * *** **** *** ********** ********** **** ** ****** *********** *** ******* So I hope you are able to help me and my family as we are newcomers. Thanks

      Business Response

      Date: 02/09/2022

      Answered outside BBB

    • Initial Complaint

      Date:09/08/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ** ****** *** * **** ** ******* ******** **** ********** ** went to the amusement park on July 8, 2022 later in the morning, approximately 11am. We paid for parking and were told we could save time purchasing our tickets through the App for entry to the park so we did that. Once we got to the front gates there were hundreds of people lined up everywhere, literally up the hill onto the grass and around to the parking lot. * ****** **** ***** *** ***** ** * ****** **** ** **** *** ****** ******** *** * ******** ** ******* *** * *** *** *** ********* **** *** * *** * ***** **** ** **** ******* **** every line was to overflowing capacity, including customer service and the washrooms. ** *** ********* ******  ***** ***** **** ******* *** **** *** ******** **** ****** **** *** ********** ******* **** *** ***** *** * i left them to go speak to a customer service agent, I waited 45 minutes and still had over 30 people ahead of me. ** *** *** ******** *** ****** * *** ** *** *** *** ******* ****** ** ******** **** ************ *** ***** ****** ** ********* ****** ** **** *** ***** ****** ****** ******** We spent $245.47 on entry tickets that were never activated *** *** * **** ************ ********* I called their customer service and was told absolutely no refunds regardless of the circumstances.

      Business Response

      Date: 26/08/2022

      Answered outside BBB

    Canada's Wonderland is NOT a BBB Accredited Business.

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