Universal Orlando Guest Relations/Customer Service (Rant)

First off, I'm on mobile so I apologize for any errors in advanced. Secondly, I'd like to first make it clear that I've had an annual pass since 2010 and have been to universal Orlando VARIOUS times before and have NEVER been more upset at some of the service in the park. Third, I'm not a Disney fan girl who hates on universal for no reason. However after today you notice VERY DISTINCT differences in customer service. Finally fourth, I'm sorry for the wall of text.

I've always felt very safe in the parks as there are more families in the park and for the most part everyone KNOWS it's about having a good time. On Monday at honeydukes my niece had her wand STOLEN from her. She's a huge Harry Potter fan (read all seven books at the age of 8) and I had bought the wand and sent it to her. This was her first time visiting the park and of course using the interactive wand. Someone took her wand from her and when we reported it to the team members in honey dukes the only response we would received was "nothing has been turned in. We can't help". The little girl was absolutely CRUSHED. No one called a manager, no one called security. No one reported anything it was simply "sorry our hands are tied." Needless to say we were all disheartened but accepted that there are shitty people in the world.

The following day we were getting some popcorn and heading over to rip ride rocket and sat in the green courtyard. During this time, our bag never left my sight. On our way out of the park, I went to buy a soda and realized both my wallet AND keys were missing. This was around 6 pm I went back to the popcorn stand to see I per chance I left it there. Team members said they didn't have anything. I went to list and found and they didn't receive anything. I went back and forth between security, lost and found and guest relations to find solutions. My only solution was wait until park close. I took matters into my own hands and asked every attendant/custodian/greeter/etc. and no one helped. At Shrek 4D the greeter was super defensive when I asked and was not helpful at all. Same with the rip ride rockit greeter who said he had no way to check the lost and found in the ride. Already annoyed with how unhelpful EVERYONE was being so I ran up to the next team members who instantly helped. They said to go back to attractions and ask to speak to team leaders. I did in Shrek and was helped by the most amazing team member. Eventually at 9 I finished harassing everyone working with no avail. Apparently cast members outside the park found the wallet thrown on the ground with the keys. So it was apparent that someone stole it. I spent my whole evening running from side to side between team members.

Universal Orlando really needs to step up their customer service. I was very anxious and being told at every corner that their "hands are tied" was absolutely no way to respond to someone in that situation. I really hope that they fix it and if you've ever had a similar issue that you voice it out.

Edit: Okay so I feel like I should clarify some things, since I really don't think some people are getting my point. For one, I did not leave my wallet lying around. It was ALWAYS on my person. I went looking on my OWN behalf as a precaution in the event that it fell out of my bag while I was walking (which I highly doubted but in that moment when I was LITERALLY about to leave the park when I made this discovery I wanted to be sure). I'm not blaming Universal for what happened to me. My wallet being lost/stolen has absolutely NOTHING to do with them. HOWEVER I really don't think that it's incorrect for me to believe that team members who are working should at least PRETEND like they tried to help me. I most of the individuals I talked to simply said "don't have it sorry". Granted, the few team member who did help me, did exactly what I expected. They either went to their back area to ask their leaders if anything was found by another team member, they asked surrounding team members if they had seen anything, or they took a moment to explain the process of what happens in this situation. I thank those team members to the moon and back because they really calmed me down in my moment of fear. I even left all those team members compliments with Guest Relations because of how great they were.

I don't see how it's wrong of me to assume that when someone loses something anywhere (mall, airport, theme park, etc) that the employees would actually attempt to help in some way, even if it's just checking their area or promising to keep an eye out for it.

Also, I went between guest services/lost and found/security not because I was bothering them to get information on the whereabouts. It was because I was literally being told that if I needed this information I needed to talk to guest services, then guest services would say they can't help because that needs to be done with security. Security would say they had nothing to do with it and should see lost and found etc. I sat around just like I was told to by all three and checked lost and found roughly every half an hour or so in case something turned up.