Fernbank Museum | 3D Theater | Forest

I've always loved going to Fernbank. It has been a tradition for my family for years now. I love their outdoor nature walk, and the spider exhibit was fantastic. However, this past spring I had a troubling experience with the customer service representatives. I'm not one to share reviews, but this was an incredibly discomfiting experience for me. I write hoping that Fernbank will take greater care to emphasize kindness in their customer service training or policy.

I wanted to take my little sister to Fernbank over spring break, and so we'd made the stressful two-hour drive through Atlanta traffic to the museum. I had originally had my and another relative's name on the Fernbank membership account, and did not think to check if it were still there. My name was on the membership card I still carried and wouldn't expire until June, so I didn't think to check. When I arrived, I realized I hadn't bought tickets. The signs were quite clear not to approach the admittance desk until we'd bought them online. I was having trouble getting into the membership account, and I didn't want to have to tell my little sister that we'd driven hours only to have to go home.

I approached the customer assistance desk with a bit of trepidation, as I can be a bit socially awkward. I explained that I had my name on the account, and that I was having trouble logging in to book tickets. The representative said that was no trouble, and asked for my information. When I gave it to her, she said my name wasn't on the account. I asked if the other relative's name was on the account. It was. I said I didn't understand why my name wasn't on there, but that I did have a membership card with my name on it. I was feeling a little anxious, and I guess it must have slipped into my tone, or maybe she could read it in my expression. I was going to ask if there was something else that could be done, or if my name on the membership card was sufficient, but I wasn't given the chance.

"Look, I'm not here to fight you," the representative said, sounding very done with me and my nonsense. I imagine she was stressed and tired from customer complaints, and I have no idea what other factors might have caused her to respond in this way, but the way she said it made me feel very small and shamed, which is why I can remember the interaction so clearly.

I wasn't trying to be a problem for her. I was by this point very stressed myself, but hadn't thought I'd allowed that to affect my behavior to the point of rudeness. I don't remember the rest of the conversation, but somehow we were allowed? waved off? into the museum anyway. Unfortunately, I had to take twenty minutes to cry in the bathroom first, but my sister and I were able to enjoy the nature walks and the spider exhibit, and overall had a good time.

The experience with the customer representative still bothers me months later, which I realize is my issue to address, but I ask that Fernbank remind its customer service representatives that visitors are not generally trying to make their life harder, and that a little kindness rather than shaming can go a long way.

Thank you for providing educational opportunities for hundreds of families. <3