Terrible service

My husband and I visited the Mosselbay Zipline on Monday 2 March to purchase tickets for the following Sunday. We were given a business card and told to book online, which I immediately did. I booked 4 tickets for the Sunday at 11:45. My money was immediately deducted from my bank account.

We arrived at 11:30 on the Sunday to find a quite long que infront of us, I went up the front desk to inform the lady that we had a booking for 11:45 but was told to wait as a rather large group arrived just before we did and were being helped first, let me also just say here that this group did not have pre-booked tickets.

Eventually we were assisted at 12pm and was told to weigh in, my husband was 1.6kg over the weightlimit (which we were not informed about when visiting the booking offices on Monday) and the ticket lady just looked at him, shook her head and pointed him to go outside. Not even using a word. I asked her what will now happen with his ticket which I have allready paid for and she simply answered "go onto the website and read the t's and c's. (which doesn't say anything about refunds etc) I can go on about her rudeness and absolute lack of customer service but lets leave it at that.

After we (the 3 of us that were allowed) booked in and signed the idemnity forms, we had to figure out for ourselves were to go from there, no assistance whatsoever. We eventually followed other people up a flight of stairs where it looked like the people were waiting to be suited up with the harnesses. Here it became even worse, there was absolutely no guidance or rows to follow. People that arrived after us just jumped the que and pushed to the front and our 11:45 booking eventually got helped at 13:05. If not for the guys assisting us to suit up, I would have been looking for a zero to rate the service of this company. They were funny and entertaining and pleasant to deal with.

They definately need to look at customer service and also organizing the flow of customers better.

Also no photos available to buy afterwards...

Really disappointing after we were so excited. Still waiting on an answer as to what will be happening to the R450 ticket that couldnt be used.