Complaints

• Initial Complaint

  09/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a birthday ad for $40 during the game on May 3. Along with this ad, I was supposed to have received a photo (as per their web page). After two weeks of waiting, I contacted the Guardians and asked about the photo and was told that they had some issues technical difficulties, but I should expect the photo in a couple of more weeks. I never received it. I have emailed them, but no response. The ad wasn't on the scoreboard for more than 8 seconds and I was really wanting the ad for a memento.

  

  Business response

  10/02/2024

  Hi *** *******,
  
  Thank you for bringing this to our attention. We understand wanting to capture this special moment and apologize for not sending the photo of your scoreboard greeting in the timeframe that we outlined in a previous email exchange.
  
  We will send the photo of your scoreboard greeting via email by the end of the day on Wednesday, October 2nd. We would also like to extend you a complimentary scoreboard greeting for a game during the 2025 Regular Season (excluding Opening Day). My contact information will be in the email with the scoreboard greeting and can assist you with coordinating this complimentary scoreboard greeting for next season.
  
  Thank you again for bringing this to our attention!

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family visited the Cleveland Guardians team store on Sunday, August 13th. We inquired about a stadium tour and one of the clerks said to by tickets for August 14th and they would honor them for the 13th. They said you can't technically purchase tickets the day of. I bought them through the MLB app while I was standing in the store with the clerk and then we waited for the folks that provide the tours to arrive. Apparently, there was a scheduling conflict and the tour guides weren't scheduled for that day. A manager by the name of ***** came down and had me write all of my info down and ***** said I would be contacted about a refund sometime before Wednesday. I was never contacted and called on 8/17. I was told that ***** wasn't available and was transferred to the ticket office. I left a message and nobody called me back. I called on 8/18 and I was told ***** wasn't in and the clerk talked to a manager that said that they cannot provide refunds and I would need to talk to fan services, where they did transfer me and once again, nobody answered the phone. I'm an understanding person, I just want my $83.35 refunded. I don't like that I'm being told one thing and now I'm getting the run around and ultimately ripped off. I'm also filing a dispute with my credit card company as well.

  

  Business response

  08/18/2023

  We connected with *** ******** on 8/18 to talk through his experience, and to confirm if he had submitted the disputed charge.  We worked with the ticket office to process a refund, but with the dispute submitted with his bank already, we could not continue our process.  If *** ******** has any additional questions, issues, or concerns, he has my phone number and email address, we will be happy to assist.  Thank you!

• Initial Complaint

  09/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On September 3, 2022. I received an email from fanservice@cleguardians.com titled "Thank You for your order. ***********************" The email lists 4 tickets for the 9/17/22 Twins game labeled "Cleveland Works Complimentary Tickets" for a total of $0.00. I suspect this is junk email so I call the Cleveland Guardians Fan Services. They can't give me an answer as to how or why I got the tickets, but assured me that they are legitimate and that my account was not charged. They even encouraged me to attend, saying it was an important game and will be exciting. I was going to be out of town on gameday, so I try to send the Complimentary tickets to a friend. I was having trouble forwarding them & call Fan Services and ask if something was wrong with the tickets. They told me "sometimes it takes a day or two." They were going to "look into it" and call me back. That call never came - but the tickets did show up on my MLB ticket app, so I forwarded the tickets to a friend. Then on September 15 I get an email titled "Your Request to recall tickets has successfully completed". I did not initiate anything so I call a 3rd time. The Guardians imply that my account may have been compromised. They advised I recall the tickets & change my password. I change the password and forward the tickets again - successfully. On gameday 9/17/2002, as my friend is standing in line to enter the park with his son & several 10 yr. old baseball fans - I am informed that the Guardians have revoked the tickets. A sales rep says "I should have known better" because I didn't pay for them. I remind you that the tickets say Complimentary on them (email attached) This left my friend in a situation where he had paid for parking, is in line with kids... so he purchased tickets that he was never planning on buying. 9/19/2002 I call to request a refund of the tickets and once again I am told they will "look into it and call me back." 9/28/2002 - Still no call

  

  Business response

  09/29/2022

  Tell us why here...

  We acknowledge that teammates that were trying to assist *** ***** with tickets that appeared in a ticket account that he has used in the past for tickets were confused by the activity within the account, which did lead to miscommunication and frustration for *** *****, and we do apologize. 
  
  *** ***** did speak to several teammates as they tried to assist him with the tickets.  What we were not aware of was that this account had also been managed by another person in the past, also still had access to the account, and had purchased/redeemed tickets through a special ticket offer through his place of employment.  We were made aware of this when the fan called our team concerned about unauthorized activity in the account.  As *** ***** was calling in asking for assistance to manage the tickets, the other fan was calling in trying to understand why his password was changed and tickets being forwarded to people he did not know.  Another layer to this is we had a 3rd fan email us regarding the same tickets, for they were forwarded the tickets from this shared account, which did add another layer of confusion for our teammates.
  
  To avoid additional confusion and account activity, we were given permission to place the tickets in Will Call for the fan that had received the tickets from his place of employment.  The guests *** ***** forwarded the tickets to were turned away because once tickets are printed, the digital barcode is invalid.
  
  If *** ***** can please provide us with another phone number, it would better assist us as we try to rectify the situation.  Additionally, if *** ***** is seeking a refund on behalf of another customer, we would need to speak with this person directly. We/I myself personally have tried to contact *** ***** multiple times, and the message we have received is along the lines of…This person you are trying to contact cannot be reached. You are provided options, however, they lead to a final prompt of, I’m sorry, the back-up operator cannot be reached at this time. 

  

  Business response

  10/01/2022

  The customer/account holder has provided us with permission to process the refund on the account.  We have submitted the refund, and our ticket office has started the process.  We have emailed the customer with the information confirming the amount of their refund and the timeframe of when they will see it posted to their account.  Thank you.

  Customer response

  10/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  

  I appreciate the explanation provided by the Guardians as to how a mistake like this can happen.  I thank them for providing what I believe to be a fair resolution. 

   

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

  
  Regards,
  
  *********** *****
  
  

  
  

• Initial Complaint

  07/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am requesting a full refund of two tickets for the game on July 1,2022. I was required to buy the tickets thru their app. I went to the game and it was cancelled due to weather. While I was at the park I researched how to get a refund on their app and there was nothing that addressed the situation even under the Q&A’s. I physically went to the customer service at the Park and they would not help me with a refund referring me to a phone number to call the next day. They said I would get an email and I did not. When I called the next day from Iowa I was told it was too late by **** who would not let me talk to his supervisor and emailed me a copy of the policy that I could not find on the app. The woman I physically talked to at customer service didn’t say there was a time limit. I am from New Mexico and was traveling thru just looking to enjoy a game at the park. Please help me as this practice is not reasonable.

  

  Business response

  07/06/2022

  We appreciate *** ****** taking the time to share his experience and concerns with the postponed game process.  We will process a refund, and we ask that he allows 7-10 business days to see it refunded back to his account. 

  If *** ****** has any other concerns or questions, he can call us at *************  Thank you!

  Customer response

  07/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  ****** ******
  
  
  

• Initial Complaint

  06/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  HI, On April 7th I purchased Home Opener Tickets for family INDV - 2002 with the incentive offer of return tickets . It was freezing cold and was a night game.I bought these as the return offer was something my family was looking forward to once the weather improved as we left the ballpark early once the sun set and weather was extremely cold . I checked my email daily for the return offer tickets ,I checked my ballpark app thinking they would show up in my tickets only to NEVER receive . I have had a very unpleasant experience within “fan services” from the time I called to and spoke with Steve to explain that I never received my ticket offer email and was matter of factly nothing he can do about it ,to pretty much doing the same by **** on phone .after I asked to escalate . I would not continue to stress this matter if I felt that it was dealt with in a proper manner but I do not . There was no resolution and when I said how disappointed I was that we did not get the ticket offer as promised for the home opener and would not consider returning to the ballpark , **** said have a good day and hung up the phone on me , This is NOT the way to treat customers who pay money to attend The Guardians games or any customer anywhere for that matter . I have been in customer servicing for over 20 years and need the proper resolution to this matter . **** sent generic emails that are not proof of my receipt of offer and have no time stamp etc . I received ALL other emails from the Guardian including my commemorative ticket offer email that I purchased and looked vigilantly daily for the return ticket offer that NEVER came. I also looked in my Ballpark app looking for ticket offer only to find nothing , Is it that out of the box to even consider there was an error on behalf of The Guardians and somehow within the 40,00 fans mine was missed or failed to send properly ? This is a fail within the Guardians and a disappointed 9 year old fan who anticipated a return

  

  Business response

  07/06/2022

  A team supervisor in our Fan Services department connected with *** ***** on Tuesday, June 28th , 2022 to readdress her concerns and to coordinate a date to come to a game during the 2022 Regular Season.  If *** ***** has any additional concerns or questions, we would encourage her to continue to work with our team supervisor.

  Customer response

  07/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  ******** *****
  
  
  

*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. ↩