Our family had been looking forward to the Tract-Or-Treat event all week. After spending over an hour getting my excited daughters into their costumes, we made the 45-minute drive, anticipating a fun-filled fall afternoon. Instead, our visit quickly turned into a lesson in disappointment.
​Upon arrival, we were abruptly turned away at the gate, along with numerous other families. The reason? We had not pre-registered online for this free event. This critical requirement was not made obvious in the promotions, leaving a wake of tearful children and frustrated parents who had traveled from all over.
​The staff explained they were concerned about running out of candy. In a genuine effort to solve their stated problem and salvage the day for my girls, I drove to a nearby store, purchased two large bags of candy, and returned, hoping to contribute. Shockingly, we were refused entry a second time.
​Most baffling, however, was what happened next. I asked if we could forgo the trick-or-treating entirely and simply enter the farm as regular patrons. I explained that we just wanted to enjoy the live music, take a few family photos, and purchase some of the farm's fall goodies. Even with the crowd appearing sparse, the answer was a firm and final "no."
​The invitation to come back next weekend felt hollow, completely disregarding the time, effort, and fuel we had already invested. We weren't there for a free handout; we were there to create a memory and support a local business.
​An event's success shouldn't hinge on a rigid technicality. The complete lack of flexibility, empathy, and on-the-spot problem-solving from the staff was profoundly disappointing. What should have been a joyful autumn tradition became a frustrating 90-minute round trip that ended with two very sad children. We will not be returning.
RESPONSE TO OWNER: Thank you for your response. To be clear, my review is not intended to be malicious, but to provide honest feedback on a deeply negative customer experience. A business's reputation is built on how it treats its patrons, particularly when things don't go as planned.
While I understand the ticketing information was on your direct channels, my family discovered the event through a third-party local events website where this requirement was not mentioned. The fact that your staff told me they had been turning families away "all day" suggests this was a widespread communication issue, not an isolated case of a customer disregarding information.
My primary disappointment, and the reason for the one-star rating, stems from the staff's complete lack of empathy and flexibility in handling the situation. When your staff cited a candy shortage as the reason for turning us away, I offered a solution by leaving to purchase candy myself. When that was rejected, I offered another solution: for my family to enter as regular paying customers, forgoing the limited candy entirely. We simply wanted to enjoy the farm and spend money on your products. Both reasonable offers were flatly refused.
Looking at your promotional materials now, it seems this very issue of turning unticketed people away was foreseen. A proactive solution for the inevitable misinformed guests—such as allowing on-site ticket sales or an option for general admission—would have been a sign of good customer service. Instead, the rigid approach guaranteed a loss of revenue for your farm and created a frustrating experience for many families.
Supporting a local business is a two-way street. We came ready to create a happy memory and spend money. We left with neither, due to a series of...
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