Complaints

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of tickets for the Dec 7 "Beyond Monet/Beyond VanGogh" show, with an entry time of "between 2 and 4". note the phrase "combines the best of both exhibitions" under "Combo Tickets" in URL *************************************/ Though not stated anywhere (nor for that matter not stated to the contrary) was that BOTH shows would rotate for the 2 hours' time span of our tickets. We arrived shortly after 2, and spent 20 or so minutes wandering among vestibule of tapestries & reading the various excerpts from Monet & VanGogh there, entering the gallery about 2:20PM. After a few minutes of Monet we were informed the VanGogh exhibit would start. Fair enough, came here to see him, too. At the "end" of the VanGogh show, we expected Monet to start up again so we could enjoy the complete experience, when we discovered that NO! No more Monet for the rest of the afternoon. I purchased a "combined" ticket, but we got half a show! Nothing states Monet for just the first half-hour, and you MUST be in the gallery by 2 to enjoy even tho 2 is the ticket "start time". Our afternoon/evening out was ruined-we planned dinner and perhaps a show after. But left us both upset and it was not as much fun as it should have been. I paid $** for parking and over $*** for a half-hour entertainment, and then got added hours of conflict, grief and aggravation. They put us on a "guest list" but that does not cut it. It does not compensate us for the travel, time and irritation spent, which cast a dark pall over the rest of our evening. And I'd have to pay ridiculous rates for parking all over again, and more wasted time-there's no telling what sort of fast one they'd pull again. In contacting the show management, they *** ****** *** "no refunds" fine print. *** ***** *** **** ***** *** ***** * **** **** ****** ******** **** **** ********* **** ** **** **** ****** ** ***** ******** ****** *** ** ********* ****** ** ***** **** **** *** ******** ** ******** **** ***** ***

  Customer response

  04/01/2024

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  I also take exception to the stated length of this "90-minute spectacle". The Monet show couldn't have been more than 30 minutes (even tho we saw only the last 5-10 minutes), and the VanGogh show was more like 35-40 minutes, which makes the total run-time somewhere around 70-75 minutes, INCLUDING the 5 or more minutes switching the media (and NOT seamlessly at that) from Monet to VanGogh.
  

  Business response

  31/01/2024

  Our response is below.

   

  This cardholder purchased tickets on Fri. Nov. 17 for our Thurs. Dec. 7^th 2pm showing of Beyond Monet and Beyond Van Gogh. This show is roughly 90 minutes in length from printed ticket time.

   

  As shown on the guest’s tickets ********* ********* they booked a start time of 2pm. Nowhere on the tickets or our website does it state this ticket has flexible entry as this is a timed entry show. This customer arrived at the show late ****** ******** *********, and felt they were unable to fully experience their combo showing. As per our rescheduling policy and terms of service agreed to when purchasing, late arrivals cannot be accommodated, and all purchases are fully non-refundable. As such, our company did not override these policies due to customer negligence.

   

   

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*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩