Big Thunder Gold Mine — Attraction in Keystone

Don't recommend, especially for Groupon users.

Went in after purchasing a tour on Groupon, and had to request a refund shortly after interacting with the owner, Sandi.

Someone at the counter directed us to a separate section when asking about the tours, we assumed we would check-in from there. Sandi stopped us and said we needed to go back to the counter and check-in or else she won't get paid. Some miscommunication, no problem, so back to the counter.

Sandi mentions the Sales Tax. I knew and already had payment ready. She followed up with it clearly stating such on the Groupon page, I again recognize this and was ready to pay. She again goes over the Sales Tax while I try to pay and asks to see the Voucher.

I don't have the Groupon app, so I show the Email and the confirmation page it links to. This set her off into a downward spiral of extreme over-the-top passive aggressiveness directed at me for my use of the Groupon.

Sandi stated that I need the App so she can redeem it. I checked out on Groupon as a "guest" and only have the email. She insisted on the app as it would now be a "15 minute process" for her to redeem it.

I apologized, got the app, linked my account, and showed her the info in the app to try and avoid any further issues. "That won't work, I have to go through a 15m process now". Again I apologize, and got the "15m process" again as well as how she is done with Groupon after this year. I see she is frustrated and apologize, to which I got another "15m process".

My wife who was near during Sandi's condescending tirade, also acknowledged the issue and said we won't use Groupon again. The exchange should have been concluded, but Sandi again mentioned the "15m process", my wife repeated her previous statement. After another "15m process", my wife pointed out that Sandi has made us well aware and needn't keep repeating it.

Sandi hunched over to the counter toward my wife with another "15m process" whilst calling my wife rude! Seriously? My wife commented that Sandi was the one being rude with endless cycles of "15m process" and her general attitude.

I opt to cancel everything so we could leave. Sandi went to the other side of the counter 6-8 feet away and had the nerve to raise her voice even more and call my wife threatening over a group of customers between us and that we needed to leave after we already stated our intent to do so.

Take what you will from this review, but know it isn't being blown out of proportions. I am a very non-confrontational person, I won't waste time to argue when I can be done with a situation and move on. Sandi created this situation and ruined what should have been a fun experience for my children whom are the only reason we were there and put up with it as long as we did.

Edit for Reply:

Groupon doesn't require and account or app. My wife was calm, never yelled across the store. Turned once to gesture to friends to whom Sandi was rude to just before, also apologized for partially blocking another customer who was kind in return. My wife is 4'11", and wasn't even right up at the counter as I was. Not threatening by any means, and I find it hard to believe anyone else felt that she was either. Seeing how Sandi behaved, I imagine that nobody wanted to trigger her again.

The only ownership that need be taken on our side is on my part for putting up with Sandi's abhorrent behavior as long as I did. Sandi initiated/escalated while we tried to end it and move on before requesting a refund so we could just leave. Sandi could have been less condescending from the start. Sandi could have complained about the "15 minute process" half a dozen times less. Sandi could not have insulted a customer by calling them rude when politely called out for her own behavior. Sandi could not have disingenuously called a customer "threatening" in order to paint herself as the victim to those unaware of the situation.

4-5 stars does not wash away your mistreatment of a customer, regardless of how unique a...

this was the first time visiting Big Thunder Mine, and we are very happy to rate it a 5 star!!! Both my partner and I had a magnificent time mining for gold and gems, as well as doing the guided tour. The top reason for giving it a 5 star review, is mainly because of the kind and friendly staff. The gift shop was mainly serviced by young people who were respectful and helpful when it came to moving our tour time because i felt sick for a moment. The gentlemen who gave us the tour was sweet, willing to answer questions, informative, and very knowledgeable (mind you this was probably his 20th tour for the day, and was still pleasant). We encountered NO PROBLEMS with bringing our dog along the tour as long as the rest of the group was ok with it. the fact they are welcoming to pets and that they are also mindful of others was very impressive. we panned outdoors for hours without any worries about our dog being with us or even being inside the gift shop. The pricing was very reasonable for being a tourist attraction, very well worth it, specially when we encountered good service. The restaurant was also very kind and friendly, with indoor and outdoor sitting. I asked them for a container to use to give my dog water and with no hesitation was given a container and ice water. They have plenty of parking and well set stations that gave enough space to pan without feeling crammed up with each other. The tour guide offers to take group pictures, and the opportunity to get into a mining bin for pics.

If i had to be picky about things the only few suggestions i would have for them, is to consider additional restrooms to the businesses. The kitchen could be a little faster about the service, and the tour guides could use a little more humorous or interactive (a personal preference). it would help to have more interactive lesson with all the information that is being given in a short period of time. Lastly: give these guys a TIP! I did not think to tip our guide as we walked out, but good thing my partner seen the sign and mentioned tipping the young men. The entire group walked out without tipping him, and I feel the signs are not very well visible...

We did a half day claim with walking tour and panning lessons. Our family really had a fantastic time! We followed our guide Trenton from their business location in Keystone out to the claim. Trenton guided us on a brief 15 minute hike stopping about every five minutes to educate us on the history of the Black Hills and of the gold claims. He also paused to make sure we all knew what poison ivy looks like so we could avoid any unpleasant encounters. I would advise wearing well fitting sandals and at least mid calf socks for the walk out to the claim so you don’t get poison ivy and dress to get a little wet. Once we arrived at the claim Trenton explained what type of dirt and sediment we would want to collect for sluicing. We did a morning half-day claim and the east side of the creek bank was well shaded. The creek was cool and clean. Be sure to bring any snacks and water that you or your kids want. There are no bathrooms at the claim by the creek so just be aware and plan ahead when taking children. Trenton helped us set up and clean out our sluice box and pan the materials for gold. We were successful as well as the other people in the group that went with us everyone left with little vials of gold flakes, tons of garnets, and other beautiful crystals and stones. Be sure to check the tailings pile at the end of your sluice box for beautiful rocks and crystals too. Trenton also did a great job redirecting a few of the kids in the group from poor behavior choices…wish their parents would have stepped up to the plate more but was thankfully he was comfortable enough to step in. My kids 9 & 7 have already asked if we can do this again next time we visit the Black Hills. Thank you Trenton, and all the other employees of Big Thunder Gold Mine for a fantastic family...