Complaints

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 4 tickets to the Mitski show taking place at this venue on 1/29/24, which cost $328.04. The tickets were to be delivered digitally and shareable through the venue's ticketing platform. Upon checking in the days leading up to the event, the button to share the tickets was greyed out and there was a message next to that saying, "Your Tickets Cannot be Shared". I contacted the venue when I noticed this because some of my party could no longer attend, so I would have no way to sell the tickets to another guest. The venue blamed it on a technical glitch and said that it was being worked on. The transfer option never opened up and after calling the venue several more times they basically told me "too bad". I know for a fact that the transfer option worked for other people, so either the venue didn't want to help me or they just flat out lied about there being a technical glitch. I only used 2 out of the 4 tickets and I would like a refund for half of my order since the venue was unable to deliver my tickets as promised, which was ultimately due to their lack of help/faulty technology.

  Business response

  05/24/2024

  Good afternoon,

  in reference to the complaint filed.  We have found proof of scalping with the account in question.  When this occurs, no refund for the tickets are provided.  

  Please feel free to reach out should any other question or concerns arise.

  Thanks,

  Jock

   

   

  Business response

  05/24/2024

  The account in question has been found to be related to ticket scalping.  When this occurs, a refund is not issued.

  Thank you.

  Customer response

  05/30/2024

   
  Complaint: 21718850
  
  I am rejecting this response because:

  The account in question is used for personal use and the claim that the business is making is false. This is the first time I have heard of this accusation, which sounds like a made up excuse. I had spoken with customer service numerous times and no one ever mentioned this. If this was an issue, why not give me the opportunity to clear the air? Their response did not touch on the fact that the venue changed the delivery method that I agreed to when the purchase was made, and does not give them the right to make unauthorized changes for merchandise that I paid for.

  Sincerely,
  
  *****************

• Initial Complaint

  12/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I purchased tickets for a performance to take place 10/02/22. The performance was canceled and rescheduled for May 2023. In November 2022, the performance was once again canceled. I was told on November 8th I would be refunded my money because the show was canceled. This is December 28th, still no refund, and every time I call they say refunds take time, please have patience. They have told me it would be credited by November 17th, December 8th, December 17th, by Christmas and now again today they told me, oh, sorry, due to the holidays it's taking longer, give us another few weeks. I paid $245 for these tickets and I have been paying interest on my credit card for months because I have been promised the money would be refunded and it hasn't been. How long does a refund honestly take??? If I tried to buy the tickets and not pay for them for six months I would be out of luck!!!

  Business response

  01/24/2023

  Thank you for reaching out again to gather additional insight on these concerns.
  The two shows in question were ***** ****** (originally scheduled for March 10, 2020) and **** ***** (originally scheduled for April 25, 2020). 
  ***** ******
   - On March 6, 2020, it was announced via the email address provided in the guest's ticket account that the ***** ****** performance was postponed due to Mr. ******'s unexpected medical procedure.  Included in this email was the rescheduled performance date of Saturday, February 6, 2021 with a notice that "all tickets are valid for the rescheduled show." 
     - On January 5, 2021, it was announced via the email address provided in the guest's ticket account that the ***** *oster performance was rescheduled once again to Saturday, December 11, 2021 but this time in Steinmetz Hall.  We advised "because it is moving to Steinmetz Hall, we'll exchange your tickets for comparable seats.  Just log into your Dr. Phillips Center account [...] to get your new tickets."
     - On July 13, 2021, it was announced via the email address provided in the guest's ticket account that the ***** *oster performance was relocated to our Frontyard Festival (still scheduled for Saturday, December 11, 2021).  Included in this email was a notice, "To see your new tickets, log into wallet.drphillipscenter.org using your Dr. Phillips Center account."
  At no point was it stated that the ***** ****** performance was canceled.  Thereby, the terms and conditions agreed to in the purchase path remain in place.  "All sales are final - no refunds or exchanges."
  **** *****
    - On April 2, 2020, it was announced via the email address provided in the guest's ticket account that the **** ***** performance was rescheduled, with a notice to "hold onto your tickets so you can use them for the new date."
   - On September 10, 2020, it was announced via the email address provided in the guest's ticket account that the rescheduled date for **** ***** was Sunday, October 17, 2021.  Included was a notice that "original tickets are still valid, so hold onto them."
  At no point was it stated that the **** ***** performance was canceled.  Thereby, the terms and conditions agreed to in the purchase path remain in place. "All sales are final - no refunds or exchanges."
  
  On July 25, 2022,  the guest reached out long after the rescheduled performances took place to ask about a refund.  Unfortunately, nothing could be done at that point as the shows took place and the financials were settled with the artist agents.  The Dr. Phillips Center for the Performing Arts kept the guest apprised of these changes using the form of contact provided to us in their ticket account.  Included in each one of the aforementioned emails was the phone number for our Box Office should the guest have had any follow-up questions or concerns.  There is no record of the guest reaching out before July 25, 2022.  Due to the untimeliness of this request, no recovery will be offered.
  Thank you.
  

  Customer response

  01/24/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  none of what was written by the business has anything to do with me or the the **** ***** show.  I had tickets for Blues Clues Live with backstage passes also purchased.  I did receive an email from the company with a reschedule date for this program and I received a email message from the company stating that the show has been canceled for good refunds would be issued within 30 days.  That was three months ago!   Every time that I call there, I get some excuse under the sun why the refunds have not been processed and I’m asked to be patient a little longer.  This is not an acceptable timely fashion.  
  

  
  Sincerely,
  
  ****** ****

• Initial Complaint

  12/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased tickets that involved 2 shows that were cancelled due to Covid. I was not refunded the ticket money ( I even asked just for a credit to use in the future with the center as opposed to a refund), and I was told no. They were very arrogant and advised me that the ********* had been rescheduled and I should have showed up for them (even though one was a year later and in December). Customers should know that if a show is cancelled, you will not get a refund, you will be expected to make it to the rescheduled show. I think with the situation of the ongoing pandemic, this is important info for consumers to know.

  Business response

  01/13/2023

  Thank you for reaching out again to gather additional insight on these concerns.

  The two shows in question were *********************** (originally scheduled for March 10, 2020) and ******************* (originally scheduled for April 25, 2020). 

  ***********************

   - On March 6, 2020, it was announced via the email address provided in the guest's ticket account that the *********************** performance was postponed due to ******************** unexpected medical procedure.  Included in this email was the rescheduled performance date of Saturday, February 6, 2021 with a notice that "all tickets are valid for the rescheduled show." 

     - On January 5, 2021, it was announced via the email address provided in the guest's ticket account that the *********************** performance was rescheduled once again to Saturday, December 11, 2021 but this time in ***************************.  We advised "because it is moving to ***************************, we'll exchange your tickets for comparable seats.  Just log into your Dr. ******************** Center account [...] to get your new tickets."

     - On July 13, 2021, it was announced via the email address provided in the guest's ticket account that the *********************** performance was relocated to our Frontyard Festival (still scheduled for Saturday, December 11, 2021).  Included in this email was a notice, "To see your new tickets, log into wallet.drphillipscenter.org using your Dr. ******************** Center account."

  At no point was it stated that the *********************** performance was canceled.  Thereby, the terms and conditions agreed to in the purchase path remain in place.  "All sales are final - no refunds or exchanges."

  *******************

    - On April 2, 2020, it was announced via the email address provided in the guest's ticket account that the ******************* performance was rescheduled, with a notice to "hold onto your tickets so you can use them for the new date."

   - On September 10, 2020, it was announced via the email address provided in the guest's ticket account that the rescheduled date for ******************* was Sunday, October 17, 2021.  Included was a notice that "original tickets are still valid, so hold onto them."

  At no point was it stated that the ******************* performance was canceled.  Thereby, the terms and conditions agreed to in the purchase path remain in place. "All sales are final - no refunds or exchanges."

   

  On July 25, 2022,  the guest reached out long after the rescheduled performances took place to ask about a refund.  Unfortunately, nothing could be done at that point as the shows took place and the financials were settled with the artist agents.  **************************** Center for the Performing Arts kept the guest apprised of these changes using the form of contact provided to us in their ticket account.  Included in each one of the aforementioned emails was the phone number for our ********** should the guest have had any follow-up questions or concerns.  There is no record of the guest reaching out before July 25, 2022.  Due to the untimeliness of this request, no recovery will be offered.

  Thank you.

   

   

   

   

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