Orchestra
The Fillmore PhiladelphiaThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
08/15/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
My review on **** describes the problem: My review will focus on the upgrade experience at the Fillmore. It would be much higher if I didn't include the terrible experience (beautiful venue, nice staff, even giving out water/popsicles). I was ready on the second floor at door opening to purchase an upgrade. A gentleman came over and sold me to center mezzanine seats. While trying to process my order his **** died. This was not a big deal, but it was at that time things went downhill quickly as he gave me incorrect information. We were the first there and he told us the center mezzanine was general admission and I could pick any two seats I wanted. Of course I went for the front and center. He did come back in a few minutes and ran my card/I paid. Several minutes later, another couple came with barcodes for the seats I was told I could have. I called the young man back over and he told me just to shift down a few seats and it would be no problem. I asked if I could have a barcode texted too because I was anxious I would be moved again. He told me it wasn't necessary and to not worry. Guess what happened 20 minutes later? Another couple came with barcodes for my seats. At this point I was frustrated and angry, do you blame me? I went and spoke to a young woman and the same young man. He said to her, "Aren't they general admission tonight?" She told him no and explained they were assigned. They both apologized profusely and moved me for a third time. This time I demanded a bar code. He wrote my cell phone and said he would get the comped (but didn't give me a refund) and the bar code would be texted shortly. 20 minutes later, he comes over and asks if I got the bar code... nope. He writes my number down again, promises to send it, and swears up and down that my seats are secure and I have nothing to worry about. What do you predict 5 minutes before ****** came on the stage? You got it, ANOTHER customer has a bar code for my seats! I lost it! The lady working offered meInitial Complaint
07/21/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased 2 tickets for a show at the Foundry (Fillmore side venue) scheduled for 7/21. on 7/19 received noticed that the show was postponed until 7/26. Unforunately, we are unable to on the new date.The venue will not pick up on their listed phone number nor do they respond to email I have contacted the venue via ******** messenger (seemily the only way to get a response). I was told to request a refund though **********.********** (again only accessible via a chat mechanism on their website) states the the venue, the Foundry/Fillmore has not authorized a refund. The foundry will not respond to chat. At this point I have ********** and the Foundry (a ********** owned venue) pointing the finger at each other leaving my stuck in the middle will no recourse. I bought tickets for a show on a specific date. While is understandable the postponements may happen, ticket purchases should have the right for a refund if they cannot accomodate a rescheduled event due to circumstances out of their control.Requesting a full refund (tickets + all fees paid)Business response
08/30/2022
See below from our box office manager. Please let me know if you have any further questions.
Thanks,
Matt
From: Tim C******* <***********@LiveNation.com>
Sent: Tuesday, August 30, 2022 2:28 PM
To: Matt R******** <*************@LiveNation.com>; Emily T****** <************@LiveNation.com>
Subject: RE: 7.26 ***** ****** - **** ******It looks like he purchased resale tickets, but then did end up having them surrendered (transferred) to a resale and *** ***** account. Not sure if that is because ** refunded him, but since he was not the original buyer, could not return them to opens, or what, but I can reach out for clarification. He did not have tickets on his account though when the show played out.
****** \****\\\
******** *** ******* ***
17-JUL-22 ZIV369 Conshohocken,PA,US
***** **********/
0.00 0.00 XOPT: 26:MOBILE DELIVERY
EFD0721 *** TICKET EXCHANGE DATA *** 0.00 0.00
1- /X 1(GA1 )/R GA7,S 31-S 32,A 2 TM 0.00
A 2 TME_PURCHASED,TIX_SURRENDERED
17-JUL-22 ZIN450 17-JUL-22 ZIV347 XCHNGE
Recovery \TMR\\\
39-30331 25-JUL-22 ZIV413 /
0.00 0.00 XOPT: 26:MOBILE DELIVERY
EFD0721 *** TICKET EXCHANGE DATA *** 0.00 0.00
1- /X 1(GA1 )/R GA7,S 31-S 32,A 2 TM 0.00
A 2 TME_PURCHASED,TIX_SURRENDERED
25-JUL-22 ZIN450 25-JUL-22 ZIP899 TRNFER
*** \*****\\\
40-10378 26-JUL-22 ZIV389 /
0.00 0.00 XOPT: 26:MOBILE DELIVERY
EFD0721
0.00 0.00 1- /X 1(GA1 )/R GA7,S 31-S 32,A 2 TM 0.00
A 2 TIX_RECEIVED
26-JUL-22 ZIN450 26-JUL-22 ZIP899 TRNFER
*******\*********
******** *** ******** ** \ 24-MAY-22 ZIN450
Bethlehem,PA,US
***** **********/
55.00 55.00 XOPT: 26:MOBILE DELIVERY
******* *** TICKET EXCHANGE DATA *** 55.00 55.00
OPTIONS:
16( 1) 0.00 HANDLING FEE
0.00 1- /X 1(GA1 )/R GA7,S 31-S 32,A 2 TM 40.00 / 15.00
A 2 TME_SOLD
24-MAY-22 ZIN450 24-MAY-22 ****** ****
1 24-MAY-22 55.00( 0)
55.00 ****** **** ********************** **** (NI)
Business response
08/30/2022
** Customer Service just confirmed that the customer received a refund. He did purchase resale tickets, so the account they transferred the tickets to another account so they could repost to try and recoup the loss. Their message is below:
Hi,
Account ********/*** got a refund on 07/22 in the amount of 52.95
They were transferred to ******** on 07/26 to post the tickets for resale to try and recoup the loss on ******** .
Hope this helps,
ChuckCustomer response
08/30/2022
[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:
Yes. I was eventually refunded. So I accept their resolution.with that said, I have serious doubts that I would have been refunded if it had not been for this complaint. Looking at ************/ *********** profile here, my experience with them is very common. I would suggest that they stop using BBB as their customer service ticketing system and invest in their own **** licenses.
Regards,
Chad W*****
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BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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