Complaints

• Initial Complaint

  12/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On November 26, 2024 I bought 9 tickets for Drawn to Life and erroneously selected the incorrect date. That same day, I sent an email to Cirque Du Solei customer service department dedicated exclusively for Drawn to Life and received a reply email from ********************************************************** regarding order #*************. I followed the instructions provided but have been unable to reach a customer service representative. Initially, it seemed the Thanksgiving holiday schedule caused the delay. However, on *** November 30th during operating hours, I encountered a message stating assistance is unavailable and the voicemail box is full.Inn my original email to customer support I stated that I was not requesting a refund but rather a change of date. I mistakenly selected tickets for the May 1, 2025, show at 8 PM when I intended to book the March 1, 2025, show at 8 PM.This is extremely important to us as my wife and I live in ******** and are planning a trip to ******* next year with extended family. We are huge and loyal fans of Cirque du Soleil, and this change is critical to our plans. The amount spent on these tickets represents a significant financial commitment, and we simply cannot afford to lose it.If possible, I would greatly appreciate a callback. My wife, whose credit card was used for the transaction, is currently in the **** and can receive calls at **************. Please let us know a date and time, and she will be available. Alternatively, I can be reached via WhatsApp at *************.Since I have not been able to get to a customer support agent or receive a call back and this matter is extremely urgent, I am writing via this avenue with hopes of a prompt resolution. I sincerely thank you for your time and urgent attention to this matter. We are eagerly awaiting your response.

  Business response

  12/03/2024

  Hello ******, 

  We are deeply sorry for the inconvenience caused to you, I have exchanged your tickets and upgraded you as well. I gave you a call and verified the new tickets with the correct date and time.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid $184.40 for tickets to the 10/02/24 showing of Cirque Du Soleil: Songblazers on 05/08/24. I found the show to be unnecessarily drawn out and lacking in content. After doing a bit more research, Im realizing that the show that I saw was missing at least two acts. The Acro Bar and the Aerial Rope Act. One of the main characters (*****) was completely absent. That perhaps explains the lack of dialogue/plot and difficulty to stay engaged. Disappointing to receive a product that is less than what you payed for. Needless to say I feel ripped off. At the very least, a good explanation is warranted.

  Business response

  10/09/2024

  Bonjour Peter Rioux, 

  We are offering you and one of your guests for a total of 2 tickets for the value of $184.40  to attend any Cirque du Soleil touring shows under the Grand Chapiteau (Big Top) or one of our arenas touring shows.
  Please note that these tickets cannot be used for our resident shows in Las Vegas :  Mystère, "O", Michael Jackson One, KÀ, Mad Apple, LOVE, as well as La Joyà in Riviera Maya and special collaborations such as Messi 10, Série hommage .

  To obtain these tickets, please contact our customer service at 1-877-924-7783, and we will be glad to book them for you.
  
  Our business hours are Monday to Sunday, from 6h00AM until 11h30PM Eastern Time.
  
  A copy of this e-mail will also be in your file. Please note that the tickets are subject to availability and the category of seats cannot be guaranteed, but we will do our best to provide you with the best seats possible.
  
  Here is your account information:
  Customer ID:14172107
  Number of seats: 2
  
  To keep track of the cities we are visiting; please go to our website, www.cirquedusoleil.com. If you are not already a Cirque Club member, you can also join for free to be alerted by e-mail whenever we have an event in your area.
  
  Once again, we are sorry for this unfortunate situation, and we hope to see you soon!

  Wafica Debek
  Team leader| chef d'équipe
  Customer Experience | Expérience Client 
  North America. 1-877-924-7783
  International. 00-800-1-548-0000
  
  

  Business response

  10/10/2024

  Date Sent: 10/9/2024 10:48:50 AM
  

  Bonjour Peter Rioux, 

  We are offering you and one of your guests for a total of 2 tickets for the value of $184.40  to attend any Cirque du Soleil touring shows under the Grand Chapiteau (Big Top) or one of our arenas touring shows.
  Please note that these tickets cannot be used for our resident shows in Las Vegas :  Mystère, "O", Michael Jackson One, KÀ, Mad Apple, LOVE, as well as La Joyà in Riviera Maya and special collaborations such as Messi 10, Série hommage .

  To obtain these tickets, please contact our customer service at 1-877-924-7783, and we will be glad to book them for you.
  
  Our business hours are Monday to Sunday, from 6h00AM until 11h30PM Eastern Time.
  
  A copy of this e-mail will also be in your file. Please note that the tickets are subject to availability and the category of seats cannot be guaranteed, but we will do our best to provide you with the best seats possible.
  
  Here is your account information:
  Customer ID:14172107
  Number of seats: 2
  
  To keep track of the cities we are visiting; please go to our website, www.cirquedusoleil.com. If you are not already a Cirque Club member, you can also join for free to be alerted by e-mail whenever we have an event in your area.
  
  Once again, we are sorry for this unfortunate situation, and we hope to see you soon!

  Wafica Debek
  Team leader| chef d'équipe
  Customer Experience | Expérience Client 
  North America. 1-877-924-7783
  International. 00-800-1-548-0000

  Customer response

  10/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22373802, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Peter Rioux

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My partner thought he was buying us tickets through the cirque du soleil website for $55 each.but when he got his bank statement the total was $619 for 2 general admission seats.we were nit seated in front row we did not have VIP tickets.we sat in the 3rd row from the back.when I emailed about a refund because we were traumatized after the hoop aerial artist fell 20ft onto the stage and left.they were emailing me back asking for all kinds of information and proof which i sent it all.and they told me they wont refund unless bought through them but continued to tell me that they were purchased through a 3rd party reseller.which they were not! On the bank statement it states the tickets were purchased through cirque.after i sent the bank statement they refuse to respond to my emails.proving to me that scammed us .this was the Kooza show august 24th at the ***********.

  Business response

  10/02/2024

  Bonjour **** *******,

  
  We apologize for the inconvenience and appreciate you taking the time to share your recent experience at our show.

  
  We have been following up on your case and have tried to contact you by phone several times without success at the following number: **************.

  
  We attempted to reach you on the following dates: September 10, 11, 12, and 17, but were unable to connect.

  
  Could you please provide us with a contact phone number and a convenient date and time for us to follow up on your case?

  
  Thank you very much for your cooperation.

  Best regards,
  ****** *****
  Teamleader | Chef d'quipe
  Customer Experience | Exprience Client 
  *************. **************
  International. 00-800-1-548-0000
  

  Business response

  10/02/2024

  Bonjour **** *******,

  After investigating, we found that these tickets were sold through an unauthorized reseller, so we do not have access to the money you paid. You will need to contact the phone number provided on the payment proof you sent. Here are the details:

  Ticket ******************** LP ******************************************* Phone: **************

  As a gesture of goodwill, we would like to offer you 2 free tickets to watch any big top show in your area at the same price level you previously paid, with no expiration date.

  Feel free to give us a call whenever you want to book these tickets.

  Thank you and best regards,
  ****** *****
  Teamleader | Chef d'quipe
  Customer Experience | Exprience Client 
  *************. **************
  International. 00-800-1-548-0000

  Customer response

  10/02/2024

  They are lying! We did not order those tickets through a 3rd party.the money was taken out of our bank under cirque du soleil.we ordered the tickets through cirque du soleil.we ordered two $55.00 tickets and were charged $619 for non VIP tickets.these were general admission tickets that we were charged an ungodly amount for back row.when we ordered tickets through cirque du soleil thats who we thought were selling us our tickets.nowhere does it disclose any information telling us they are directing you to a 3rd party.I was on the phone wuth them today arguing over ******* proof states the tickets were sold to us from cirque du soleil.all we want is our money back.

  Customer response

  10/02/2024

   
  Complaint: 22353906
  
  I am rejecting this response because:
  

  Date Sent: 10/2/2024 5:18:02 PM
  They are lying! We did not order those tickets through a 3rd party.the money was taken out of our bank under cirque du soleil.we ordered the tickets through cirque du soleil.we ordered two $55.00 tickets and were charged $619 for non VIP tickets.these were general admission tickets that we were charged an ungodly amount for back row.when we ordered tickets through cirque du soleil thats who we thought were selling us our tickets.nowhere does it disclose any information telling us they are directing you to a 3rd party.I was on the phone with them today arguing over ******* proof states the tickets were sold to us from cirque du soleil.all we want is our money back.

  
  Sincerely,
  
  **** ******* & ******* St Clair

  Business response

  10/02/2024

  ******* **** and *******,
  
  In your proof of statement, there is a phone number listed as ************.
  
  Please note that this number belongs to *************************** LP, a company that resells tickets, and not Cirque du Soleil.
  
  Here is their contact information: *************************** LP ******************************************* Phone: **************
  Here is a link to their profile as well on the BBB portal: ****************************************************************************************************************************
  
  We recommend reviewing their information and contacting them directly.
  
  Since they are a reseller, we are unable to assist further as we do not have your payment; they do, as indicated by your statement.
  
  Given that we have no control over this situation, we offered you two reinvites as compensation, which you declined on the phone.
  
  Unfortunately, we cannot proceed further with this complaint.
  
  Merci et bonne journe
  
  Maxime
  Senior ************************************** | Centre Contact Clients
  ****** & *** : 1-877-9 CIRQUE (247783)
  International : 00-800-1-548-0000 or 0011-800-1-548-0000

  Customer response

  10/05/2024

  Why would we buy resold tickets for when they are online for $55 each.why dont you understand what is going on here.we ordered them from cirque du soleil .com the company routed us to a reseller which then scammed ******* for $619  for two $55.00 tickets.this was not a sold out show ever so there would be no reason to order from a reseller.who looks for tickets from a reseller when you can buy them online cheaper.cirque literally has something in connection with these resellers.why would we accept $55.00 tickets in replacement for $619.00 tickets.these were regular seats not VIP.we got scammed for $****** very disappointed that you closed this case.treating us like were just disatified customers when thats not the case at all here its the money.we cant afford to spend almost $1000 on $55.00 tickets.why are you not adding up the problem here.$55x2=$110 add on some service fees and lets say $200 for tickets at $55.00.another $100  just in service fees still seems like alot.that dosent make you scratch your head and say wait that dosent add up at all.maybe we should look into this reseller person and see whats going on there.obviously someone is scamming people.again very dissappointed in you closing my case.

  Business response

  10/11/2024

  ******* **** and *******,
  
  We attempted to contact you several times to clarify this, but were unable to reach you.
  
  We do not redirect to any external resellers on our website;
  
  Should you have chosen to purchase tickets from us, they would be available at the prices listed for the seating options on our website.

  We recommend contacting your bank to request a chargeback if you believe this purchase was not legitimate and to inquire about the origin of this. charge.
  
  Merci et bonne journe
  
  Maxime
  Senior Team Leader
  Customer ************** | Centre Contact Clients
  ****** & *** : 1-877-9 CIRQUE (247783)
  International : 00-800-1-548-0000 or 0011-800-1-548-0000

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought tickets to a show and after the 14 day return window I got a call on my birthday asking if I was going to let them take my wheelchair away or if they could cancel the tickets. Only after 17 more calls I found out it was a partial refund since it was past the ***************************************************************************************************************** I have asked for a a manager to call my back the few times I got someone to actually listen to me which was maybe 7 to 9 times. Over the last several weeks I have gotten no calls. Not a single one. I would still like to go but at the same time I think it is ruined so I dont know anymore. If they can make this right I might still be willing to go but just today I had their *** just sit on the phone in complete silence for over ********************************************************** He didnt even have the ***** to hang up. Just sat there typing or clicking something not caring at all. They completely ruined my birthday and my present to myself. I want a manager to contact me and I want them to make this right.

  Business response

  08/20/2024

  Mme. ********* was contacted by a supervisor like she requeste and besides resolving the issue that caused her discontent, we offered a compensation that she appreciated.

  She is entitled to 2 complimentary tickets for a future Big Top show. This was informed to her verbally and in writing.

  Thank you.

  Customer response

  08/21/2024

  I want to make it clear that my acceptance of this does not negate the fact that they have made it clear they are not *** compliant. Even the venue has informed me that they have received conflicting information and were concerned something like this was going to occur. This is a simply fix of a few lines of code on their website that needs to be fixed. They need to train their staff on how to call people. They need to train their staff on what the *** is. They need to train their staff on how to address these issues that they create. I shouldnt have to fight to be able to go to a show or to get a refund simply because they waited to inform me after the return window. I should not be punished for their failure to comply. They have violated *** law and Im concerned about all the attendees with walkers who do not know their walkers will be taken from them during the show. 

  Customer response

  08/21/2024

   
  Complaint: 22155461
  
  I am rejecting this response because: there are other attendees who still do not know their mobility aids will be taken from them because you havent called everyone. You only call the wheelchair tickets. Until your website is fixed and makes it so when someone specifies wheelchair ticket it will only let them purchase seats that can be removed so a wheelchair user can stay in their chair or state that wheelchair users must call to reserve their tickets to insure compatibility and it states before you purchase tickets that your ****** and wheelchair will be taken from you during the show I will not accept any response because you are still in violation of the ada. 
  
  Sincerely,
  
  ***************************

  Business response

  08/21/2024

  Hello.

  As far as we understand, Mme. ********* has accepted the compensation we offered.

  We also understand that she wants to flag her disatisfaction with the accessible seating bookings online and we want to reassure that we are reviewing the process to do the necessary improvements.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Group Sales "Manager", ************************************* is the one that assisted me with my group ticket sale. I purchased 10 seat tickets for Tuesday - June 11th at 7pm. He gave me tickets to Wednesday the 12th at 7pm. None of our email exchanges said Wed the 12th. The contract I signed even has noted on there Tuesday the 11th !! They were unable to find my tickets at the box office because of that. I tried calling, emailing, and texting him and NO response. It's been about a week since this happened and still NOTHING heard back from him. No apologies or NOTHING. The lady at the counter said this has been happening a lot lately since the show is coming to an end, the group sales "managers" don't care. We missed half of the beginning of the show because we needed a manager to come help. To make up for the mistake that wasn't even theirs, they were able to provide me tickets for the later showing of 9:30. However, 2 of the 10 people were unable to attend due to work. Not only that, but the tickets for the later showing are much cheaper than the 7pm showing. They said I would need to work it out with the Group Sales Team but yet, I still haven't heard back. I need a refund for the 2 tickets that were not able to be used.

  Business response

  07/05/2024

  The guest ***************************** has been refunded in full back to the ***************** The refund transaction date was processed on June 20th in the amount of $1,150.00. I have attached documentation of the refund transaction.  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered the ticket for ***** in ************* on 3/14 and arrived to the show at 3/15. I paid in total of $189 for 1 ticket.The press kit website indicated that the ***** show would include the act Wheel of Death, Balancing the Chairs and Unicycle Duo. The press kit could be reference here: ************************************************************************************* In the trailer (************************************************), Wheel of Death was featured 4 times at 0:03, 0:20, 0:39, 0:51. Balancing the Chairs was featured 2 times at 0:18 and 0:30. The Unicycle Duo was featured once in 0:52. From the trailer, you can tell that Wheel of Death is heavily advertised.Both Wheel of Death and Balancing the Chair were also featured as in the promotion poster (attached)When I ordered the day before the performance, there was no indication on the website about the missing act. There was no announcements made by the staff prior to the performance. There was no option to refund due to missing acts. When I reached out to the customer service via email, Instagram and phone calls, they said due to the nature of live performance, acts often rotates. They said they cant do anything. 33% of the performance is missing and they think its okay. The mainly featured acts are not on the show but they still charge the regular price.I believe this is false advertising and using the excuse of nature of live performances makes the circus able to not provide the show promised. I would like to request a refund and my order number is *************

  Business response

  03/19/2024

  Hello,

   

  We communicated directly with the customer and offer new tickets of the same category, for a future show.

  They accepted the offer.

   

  Thank you.

  Customer response

  03/20/2024

   
  Complaint: 21450288
  
  I am rejecting this response because: I said I am considering the settlement. Afterward, I called the customer service that I am asking for a refund, not a replacement.

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

  Business response

  03/22/2024

  Hello,

   

  After contacting the customer back, on top of granting the complimentary ticket, we refunded a 30% of their order.

  The refund done was for a total of $57.00. Pleas see attachment.

  Mme. *** expressed being satisfied with this resolution.

  Customer response

  03/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  October 21, ***** planned a once in a lifetime experience for the family with front row seats totalling $957.00. Exactly 4 months later, ***************' dance team scheduled a dance competition on the same day as the show. We have attempted to sell the tickets to no avail. I contacted Cirque du Soleil for any help with rescheduling/credit for another show/or refund, but haven't heard from them. Any help in resolving this would be greatly appreciated.

  Business response

  02/28/2024

  Hello.

  Cirque du Soleil is a guest in the venue and we are just responsible for the artistic part.

  ************* handles all ticket sales and we recommend the customer to contact them directly with their request.

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

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

  1-866-4HOUTIX ***************)

  Box Office is open Monday - Friday from 10am - 5pm. It is closed on weekends unless there is an event. On weekend event days, it will be open at Noon. For questions about events or box office hours, please call ************.

  Please take into account that their ticket policy is that all sales are final.

  Thank you.

  Customer response

  02/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 22, 2023 I ordered tickets to the *************, Cirque du Solei show. When we arrived the show was cancelled due to issue with the equipment. We were informed that we could contact customer service to get tickets to another show. I called several times and no one answered the phone. I left several voicemails and no calls were returned. I also sent emails requesting a refund and the email bounced back. I have been unable to reach anyone from Drawn to Life. When I contacted the mail ****** Cirque du Soleil contact number they instructed me that only Drawn to Life can issue me a refund. Could the BBB support me in getting a refund.

  Business response

  02/12/2024

  From: ******************************************************************************
  Sent: Sunday, January 28, **** 3:04 PM
  To: *********************
  Subject: Drawn to Life - Order *************
  
  Hello Mandy,
  Thank you for reaching out to Cirque du Soleil.  Your Drawn to Life Order ************* was refunded to an account credit.
  If youd prefer the account credit to be refunded to a credit card, we will need the card information that youd like the funds to be returned to.  If youd like to redeem the credit towards tickets for a future date, we can also arrange this, just let us know the date and time youd like to attend.
  Please give us a call during office hours 11am 6pm,Pacific Standard Time

• Initial Complaint

  12/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 3 tickets on Thursday, December 21, 2023, for the 5:30 "Drawn to Life" show for Friday, December 23, 2023. Five minutes before the gates were to open (4:55 PM), Cirque Du Soleil ******* representatives appeared at the entrance and informed hundreds of waiting customers the show was canceled. When I got home, I called Cirque Du Soleil for a refund. A Cirque Du Soleil ******* representative informed me Cirque Du Soleil ******* was not offering refunds, only a reschedule of the show or a credit for a future performance. I explained that our daughter was in town for the holidays and that this was the only opportunity we had to attend Cirque Du Soleil. Their customer service agent repeated the ************ Cirque Du Soleil ******* was offering.As the performance was canceled by Cirque Du Soleil *******, they failed to deliver the service offered; therefore, I expect a full refund of my $448.41 purchase.I suggest anyone considering a purchase with Cirque Du Soleil ******* consider Cirque Du Soleil *******'s response to my request for a refund for a show they canceled.

  Business response

  01/16/2024

  This Order ************* for ********************* has already been cancelled, and refunded $448.41 USD to **** **** on 1/2/2024.

  Customer response

  01/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited your website on 11/19/2023 to purchase 4 tickets to the Drawn to Life Cirque Du Soleil show on Thanksgiving night, 11/23/2023, for the 5:30pm show. After successfully selecting the date and time of the show, I proceeded to check out on your website 4 tickets for the amount of ******. A few moments later, I received the confirmation of my tickets via email, only to see that the date was the wrong date. The tickets that were sent to me were for 11/22/2023, not 11/23. I am certain I selected the correct date on your website, so I am not sure why the tickets were sent to me for the wrong date. I called immediately and left a message. I thought for certain I would hear back, and it was only a matter of time, so I hopped on the website and tried again just a few minutes later in order to secure the right dateI didnt want to miss out on the Thanksgiving show! This time, the tickets I received were for the correct date and time 11/23 at 5:30pm (I paid $1,028.12 for four tickets). However, I now had two sets of tickets totaling over $1700. I was certain that once I talked to someone and explained what happened on your website, a refund could be issued. I left a message the next day as well, but nobody called me back. After a truly wonderful performance on Thanksgiving night, I visited the box office in **************. I waited in line and explained what happened, and they told me that while they could not refund my tickets, I should call Cirque Du Soleils **************** number, which was available daily from 10am-6pm PST, at **************. I was assured that a refund would be able to be issued, but just not from the box office. I called and left messages at this number on *****, ***** and 11.30.I am writing as I have not had success reaching customer service (**************), despite leaving 5 voicemail messages. I am seeking a refund of ******

  Business response

  12/04/2023

  Your order ************* for 11/22 was cancelled and fully refunded $729.92 USD to AMEX ****.

*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. ↩