Mineshaft Coaster — Attraction in Big Bear Lake

This place is discriminatory. We have a one elderly (60+) rode with us , the video does not work and we asked kindly if refund is an available option since we didn’t want the elderly to go through that intense experience again just for the video , the staff named Ryan said the video is not working due to the elderly went too slow, and I explained to him, the elderly knows very limited English so wasn’t able to follow full instruction, it’s unfortunate that she didn’t get the full experience. Ryan spoke to my face that the elderly doesn’t speak English is her own fault, 😵since when doesn’t speak English is someone’s fault? America is a country full with immigrants and ppl speak different languages, it’s a diverse, equity, inclusive country, plus there’s no sign in the facility anywhere saying “English” is a pre-requisite for the ride. I can’t believe we experience this kind of discrimination in Big Bear Mine Shaft Alpine Coaster, it’s very disappointing.

The management of this facility should take those kind of employee behavior/speech seriously, I’m a full supporter for local small business but customer service experience like this really make me question myself why take my friends and family to here instead of big corporation franchises theme park, where the customer experience quality is at least trained and controlled.

Anyway, full disclosure to this review, the 1 star is given to the customer service not the...

Employees (Especially Eli guy with septum and long hair) are rude and have an attitude that makes you feel unwelcomed and stupid. Right from the start of the line, the girl that makes sure we have zip ties rolled her eyes at me and my boyfriend and did a face palm right in front of us when she asked if we had signed our waivers, which clearly we had not because we were just starting with the first attraction. Second, once we started the coaster, the family in front of my sled got stuck so clearly I had to brake to avoid hitting them. Eli ignored the stuck sleds with people until it piled up to 6 sleds. He ignored the mom in front of me when she yelled for help. Eli gave me attitude and told me and the guy behind me to stop talking and let him do his job when we asked for help!! Eli also asked if we can read and that clearly we didn’t read the signs posted along the way. Will definitely not be going back thanks to Eli with the septum and the girl employee at the front...

There's no outdoor shade so if you're waiting around for someone, prepare to be uncomfortable. The told us to go outside with our dog without having any appropriate place for a dog to hang out while being comfortable. I asked to speak to a manager there and it took a long time. The video camera didn't work on my daughter's ride which was really disappointing and they should tell you when you buy the tickets. We just wanted a discounted ride so she could ride again so she could see her video experience, but no, not even that simple discount to ride again. Then he said, "I can't give a free ride to everyone who's camera doesn't work." I never asked for a free ride for her. I wanted her to have another attempt to see her excitement as she goes down the mine shaft coaster. Truly disappointing the way they handle things here. Just a miserable experience. I truly wish I didn't spend so much money here where they don't actually care about...