I bought Great America tickets on the Goldstar app and when I asked for a refund or credit they denied it. The tickets were never used.
I purchased tickets some time ago and because I were not able to use them, Goldstar Events converted that money into credit.
With that credit, I used a portion of that to buy two tickets to California's Great America. This is purchase #XXXXXXX. The cost of two Single Day tickets = $60.00 + $12.00 service fee = $72.00. They did not specify that there are no returns or refunds so I thought I could get a refund for this ticket.
Oct 28, I emailed them to ask for a refund or credit and they denied me a refund or credit. In the past they credited me back, however this time they stated that they cannot give me a refund.
We had to pay Great America for all tickets sold on our site regardless of whether or not they were used, so we're not able to offer a refund for a credit. Sorry about that.
Goldstar Customer Service
All they said is "Sorry about that" without any options. Basically, they told me that my money is gone. After asking for a response from a manager for a full refund they did not reply.
I even said that I would be okay with credit so that I can use the money on another event. All I want is a refund. I refuse to believe that my money just disappeared without any accountability. Goldstar Events should take responsibility for their actions and poor customer service. Unfortunately, they have not shown due diligence to helping and satisfying their customers. They advertise responses within minutes but do not actually deliver on that promise.
Please provide me with a full refund.
Please provide me with a full refund.
On July 31, 2015, Mr. *** purchased two single-day tickets to Great America (hereinafter, the "vouchers"). The vouchers were delivered to Mr. *** electronically within 12 hours of purchase for immediate use with an expiration date of October 25, 2015. The expiration date was specified on the purchase confirmation email that Mr. *** received upon completing his purchase as well as on the vouchers themselves.
On October 28, 2015, three days after the expiration date, Mr. *** contacted Goldstar Events, Inc.'s ("Goldstar") Customer Service and requested a refund for the vouchers. However, as the vouchers had expired, and Goldstar had already remitted payment to Great America for Mr. ***'s vouchers, Goldstar could not issue the refund.
Goldstar's "Event Admittance Purchase Policy" specifically provides under its Terms of Services that "All purchases are final unless the event or service is cancelled by the ticket supplier or service provider." As for refunds, the Terms of Services states: "With refunds, sometimes we have more options than at other times, so email us (the earlier, the better) and we'll figure out what's possible." Refunds are an exception rather than the rule.
With respect to these vouchers, Goldstar had no options for a refund. Although Goldstar strives to make buying tickets for live entertainment events easy and affordable and works with its members to be as flexible as possible, often exchanging tickets for new dates or even canceling tickets for store credit to the extent Goldstar is able, such options must be exercised before the event takes place.
Timing is critical because Goldstar does not own its inventory. Goldstar is obligated to pay upfront for every ticket purchased by its members, which is the case with Great America. In the complaint, Mr. *** references tickets that he had previously purchased, which Goldstar had issued refunds. Goldstar was able to issue refunds because those tickets were delivered via "will call," meaning that Goldstar did not physically issue tickets to Mr. *** and therefore was not required to remit payment to
the ticket supplier until Mr. *** actually claimed them. Mr. *** never claimed those tickets and requested a refund before the date of the event. Under those circumstances, Goldstar was able to issue a full refund. However, Goldstar does not have the same options as respects Mr. ***'s purchase of his Great America vouchers and therefore is unable to issue a refund of his purchase.
Dear BBB, I apologize that I did respond to this earlier as I had some personal trouble recently. I would like to mark this as NOT closed. The response from Goldstar is UNSATISFACTORY and I do not consider this as closed. Here is my response:
It is unfortunate that Goldstar has declined to offer me a refund or credit on the transaction.
Goldstar is running an irresponsible business and as much as I appreciate that they have tried to explain the situation and their relationship with Great America, it does not change the facts. They operate in the company interests and not in the interests of their consumers.
Quite frankly, how they do business with the event venue is not my concern. I don't care if they already paid Great America, if they couldn't pay their internet bill or if they already paid next month's rent. These are operational considerations that Goldstar should assume responsibility for as a business.
If it is not pertinent to the transaction then it should have no bearing on the outcome. They should not place these conditional elements on the consumer's shoulders.
Goldstar claims that they had to pay Great America even though the tickets were not used. But under the previous circumstances they were able to issue credit because they had not paid the venue yet. While all of this is neat information, it has no bearing with my relationship and the transaction that I have made with GOLDSTAR. If they want to fall back on these fine details as conditional elements for issuing refunds and credit, then they SHOULD CLEARLY STATE IT IN THE TRANSACTION.
However, they are only now using this as a justification for not issuing me a refund or credit.
If they want to request a refund from Great America, then they have all the right to do so. It does not affect my right to obtain a refund from Goldstar.
These are the facts between me and Goldstar:
1) They have the power to offer the credit or refund. They have proven this in the past but they have consciously chosen not to do so.
2) Goldstar claims that they remind the ticket buyer so they can use the ticket before expiration. They did not send me the email and I received NO notice about the expiration.
3) I paid $120.50 to Goldstar from which $72.00 was used for the Great America tickets. However, I have not received a single penny of value from that transaction.
4) Goldstar claims that the money has somehow disappeared and that they have no control over it.
5) Goldstar was offering an identical event at the SAME price after 10/25. I specifically asked for this ticket instead but they denied it.
Honest and respectable businesses like Groupon and Costco offer returns and credit on their services and products. For example, with Groupon deals, even if the deal expires the dollar amount paid to Groupon does not expire.
Costco always allows for returns.
The business model that Goldstar has adopted is to sell things that expire and without notifying their clients. They disavow accountability as soon as a customer complains or requests a credit or refunds.
They simply do not understand good customer service and are only interested in making a quick buck.
If I bought chicken at Safeway and decide to return it, they will refund my money. They do not excuse themselves by saying that they already paid Foster Farms for the chicken. Nor do they excuse themselves because the chicken has expired. They will return the money with 100% customer satisfaction.
The business model that Goldstar operates is akin to the methodology that was applied to Gift Cards when they first got popular. Buy a gift card, but if you don't use it, it will eventually expire. Customers would then forget to use the card and the store would have kept the money without having spent their resources to provide goods or services in return.
However, since 2009, under federal law, "gift cards cannot expire within five years from the date they were activated and generally limits inactivity fee on gift cards except in certain circumstances, such as if there has been no transaction for at least 12 months". (http://www.ncsl.org/research/financial-services-and-commerce/gift-cards-and-certificates-statutes-and-legis.aspx)
The bottom line is that Goldstar has the full ability to offer me credit for the event after 10/25, however they chose not to. Therefore, I am asking the Better Business Bureau to help me with this case.
I kindly ask one more time for Goldstar to offer me a refund and redeem their reputation or I will escalate this matter to the next level.
I hope that Goldstar will do what is necessary to maintain a positive relationship with their customers.
Final Business Response
Mr. *** has been refunded the remaining store credit he had in his Goldstar account $48.50 on January 11, 2016. He also filed a credit card dispute over the Great America vouchers, which was awarded to Goldstar based on the information we provided, which validates our position and response.
It appears Mr. *** must be in dire financial straits at this time, and because of that I am going to have a refund check cut and mailed to him for the $72 this week. He should receive it by the end of the week.