Complaints

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Our family purchased tickets to Rose City Comic Con with the single intent to see the cast of Critical Role do a panel discussion. We paid $278 for four badges. On August 31st we were informed by the organizer that the venue they were using had limited seating capacity and all those wanting to see Critical Role would have to reserve a seat. We were not informed before purchasing the tickets of this possibility. Regardless, we followed the procedure and joined the virtual waiting period, but after an hour of waiting were informed that we did not get seating and therefore would not be able to see what we paid for. I requested a refund from Rose City Comic Con and was informed that they do not provide refunds.

  Business response

  09/08/2023

  Hello, as stated on the checkout, which all customers must agree to before being able to complete their purchase:

  All ticket sales are final, with no refunds or cancellations.

  Unfortunately we are unable to guarantee that any attendee will be able to meet specific guests or attend specific panels.

  We explained why the reservation system was implemented in the *** (*************************************************):

  Critical Role have had a massive impact on Rose City Comic Con 2023 and we are well aware that many of you are coming because they are guests of the show. Having said this, we want to ensure all events around Critical Role are handled in a safe and organized fashion. The capacity of the Main Stage panel room is approximately **** people and anything beyond that is not only unsafe but illegal per ******************************************** crowds outside the Main Stage panel room can also cause unsafe conditions. By implementing a reservation system, we hope to mitigate this and make as many Critters happy as we safely can!

  Business response

  09/08/2023

  While we do understand the customer's frustrations, as indicated in the screenshot, all customers must understand and agree that tickets are non-refundable.

  Customer response

  09/13/2023

   
  Complaint: 20575074
  
  I am rejecting this response because:

  There was no mention of any possibility beyond the reasonable expectations of a consumer that thi event would be restricted. It is the responsibility of a business to provide the product as advertised at the time of purchase. It is also the responsibility of the business to change the venue or refund it's customers if demand exceeds it's ability to meet the demand. I have never encountered a business who feels that it is okay to take money from families without providing the advertised service and then point to a refund policy as an excuse. In any reasonable scenario this is theft. 
  
  Sincerely,
  
  ****************************************

  Business response

  09/19/2023

  As previously stated badges are non-refundable and we cannot guarantee access to any panel or guest, regardless of whether or not a reservation system is implemented. We will be updating our policies to include language to make this clear to avoid any future issues. As a one time exception, your badges will be cancelled and refunded.

  Customer response

  09/21/2023

  To Whom It May *********************** you for having a system in place to hold businesses accountable.  We were able to find a resolution with Rose City Comic Con and they refunded our tickets.  
  
  Sincerely, 
  ****************************************
  

  
  

*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. ↩