In July, 2015, I purchased 2 tickets to a show on October 23, 2015 in Richmond, VA. I went to the theater on that evening; the show had been canceled.
In mid July, 2015, I purchased 2 tickets to a show scheduled for October 23, 2015 ($92). On October 23, I went to the theater and parked in the adjoining parking lot ($7). The theater doors were locked. The security person said no performance was scheduled for that evening. Etix had my address, email address and credit card information, but it did not contact me about the show being canceled. This ruined my plans for my wife's birthday and cost me the expense of going to the theater, parking and the tickets. I asked for reimbursement of the ticket costs and parking; they say they will post a credit to my credit card for the tickets, but will not reimburse me for the parking, which was cause entirely by their negligence.
Refund of the cost of tickets ($94) and parking ($7), for a total of $101.
On 10/15/15 at 10:50 am EST, this patron was notified via email of the postponement of his event. The email was sent to the email provided on his order at the time of purchase. The email indicated the patrons could either receive a full refund or exchange their tickets for the new date scheduled in February. This patron has been refunded $95.50; the total cost of tickets including fee. The parking that this patron purchased was not made through Etix. The patron parked in the public lot owned by the city. Because we did not receive any money for parking, we are unable to offer a refund.
I appreciate your rapid handling of my concern.
By email sent to me today at 10:15 am, Etix informed me that it is refunding $95.50, which is the price of 2 tickets at $37, the $9 fee for each ticket and a $3.50 handling fee. Notwithstanding my initial complaint, that $95.50 is what I paid according to my credit card statement. I appreciate Etix properly acknowledging the amount I paid to it, even though I misstated it in my complaint.
Unfortunately though, Etix's claim in its explanation to you is not true. It did not notify me by email of the performance's "postponement" on October 15, 2015, or at any other time. I have looked at all emails received, including emails deleted, on and around October 15, and none was received from Etix or anyone else informing me of the postponement. I would not have gone downtown and parked in the lot had I known the performance was not happening.
Etix was negligent by not informing me that the performance was not going to happen, that it's negligence was the direct and sole reason why I had to pay to park and that it owes me the $95.50 plus the $7 for parking.
$7 is a small amount, but honesty and integrity requires full payment of the amount of direct and quantifiable expenses incurred, so I respectfully insist on the additional reimbursement of $7 in order to consider this matter properly concluded.
Thank you very much for your attention.
Final Business Response
All patrons were notified via email of the postponement. No other patrons on the guest list have expressed any issued with not receiving their email. Etix cannot be held responsible for emails that have not been received. Again, we are happy to refund the cost of tickets, purchased through Etix, but are unable to refund money that was not paid directly to us. We apologize for the inconvenience.