Universal Studios
Reviews and Complaints

Arrived and the first ride we were on broke down. Decided to go to lunch at Mel's Diner, had to get our money refunded, because they couldn't figure out the ordering system and ran out of bbq burgers. Spoke to Charles the manager and requested a refund which took him about 15 minutes to figure out how to do it. Now back to the park and rides, in line for the mummy ride, which also broke down, currently in line for the secret lives of pets and guess what? The ride is also down. Three rides in one day? And an issue with the food service? Not sure what happened to Universal during the COVID shutdown, but it was the worst family experience. I have purchased several years of annual passes, but I will not be doing that anymore and will be informing all of my social media follows.

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!

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!

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

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!

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, ************

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.

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

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.

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

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.

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.

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

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

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.

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.

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