Complaints

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• Initial Complaint

  Date:01/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket to ******** for my son for the Jan 21, 2023 production at 2pm. He had the original ticket and tried to get into the show. They said that he needed the scanned ticket. I texted him the scanned ticket. It does not say any name on it at all. Not mine. Not his. He again tried to enter the show with the ** code ticket but was denied entry because they stated his name was not on the ticket which is ridiculous because there is no name on the ticket. We then tried contacting Broadway Direct and was told to email the help line, so he completely missed the performance at no fault of his own. The ticket was never even scanned because ******** stated it needed to be in his name. I specifically stated that he was still available to attend a performance that night or even the next day. They emailed back and said they would look into it. By Monday, I got an email stating that it was not their fault or ********* fault that he couldnt get in because the ticket was not in his name. Again, I explained the situation and even sent them a screenshot of the ticket showing that there was no name on the ticket. Monday, they email me again stating the exact thing they said before but this time giving me a link that would have past dated the show. Now, as I stated earlier, he could only attend the show this weekend and at no point until Monday did they offer the past dating which is exactly what I had asked for on the first email and chat. I explained the situation again and now stated that he would not be able to attend the show at all and asked if I could switch it to another show instead. Today, I get yet again the same email stating that the ticket was never scanned and needed to be in his name. This is ridiculous! He had both the ticket and the ** code ticket which has no name on it and I had already told them that ******** staff would not scan it because they said the ticket needed to be in his name, but again, there is NO NAME ON THE TICKET!

  Business Response

  Date: 01/26/2023

  *********************** purchased a single ticket to ******** through our ticketing website, Broadway Direct, on January 15th for the 2PM performance. At 5:22PM on the day of the performance ***** reached out to us via the chat function on our website saying "I had the matinee ticket for today and I could not get in. Im very confused why this happened. I went to box office and they said to contact you. I had the scan ticket. They said it didnt show my name." We asked her to please send us an email with all of the information; she did so, stating again "I went to the theater and they would not let me in because I said that the ticket wasn't in my name. I've never had this happen before and I was looking to possibly get a ticket for tonight or tomorrow night instead. You can see that this ticket was never used or scanned." 

  We reached out to the box office of the **************************************************** to find out whether they had recalled ***** or any issue that she might have had. They told us that ***** was not actually at the theatre, but that a customer came to the window stating his mother bought him a ticket and left it at will call for him. He did not give the last name ****** to them at first, and they were unable to find anything in their ticket rack or in the Ticketmaster system that they use with the last name that he provided. They asked him if he had any additional information to show us so they could try to help figure out where his ticket would be, but he had nothing more. The box office says that he walked away and then came back a few seconds later asking if it was possible if the ticket was in his mothers name; he gave them the name ***********************.

  Her ticket was in the system, though there was no note for an alternate pick up. The box office is unable to print tickets for someone with a different name claiming that they're picking up on behalf of someone else; this is to prevent anyone from using someone else's tickets nefariously. The box office advised him to have his mother reach out to us at Broadway Direct to get the ticket name either switched into his name or for an alternate pick up to be put on the account. He said he would do that, and the box office never saw him again. They say that the gentleman in question never presented a QR code or digital ticket.

  When we provided that information to *****, she told us "Yes, this is precisely what occurred. He had the ticket that just needed to be scanned.  He was told the scanned ticket needed to have his name on it, but there is no name on it period." We do not require any names to be on any ticket in order to scan them. If a guest presents the ticket taker with a ticket to enter the theatre, it will be scanned with no further requests or information required. If there's any issue with a mobile ticket, we'll see some indication of it when the ticket taker scans the ticket, but we were unable to find anything wrong with the ticket that ***** purchased or any suggestion that it was scanned at all.

  In reaching out to the house manager to check with the ticket takers at the theatre, he confirmed that none of them were able to recall telling someone that their ticket could be scanned because it "needed to have his name on it." There seems to be a misunderstanding somewhere between ***** and the guest who was actually at the theatre; the box office told him that the ticket needed to be in his name to print them to print a new one, but there was nothing wrong with the digital ticket she had it was simply never presented to the ticket takers for entry into the theatre.

  All of that being said, we do provide guests who miss their shows the opportunity to return to the theatre and see another performance. This is called past dating and is a courtesy on the behalf of the production; there is no guarantee when or if they'll be able to get into another performance, but we try our best to assist customers who were unable to use their tickets. We sent this information to ***** for the opportunity to potentially see the show another day (there is a list of guests before her who are waiting to past date and the days in question are at the discretion of the production, so we would not have been able to get her or her son in immediately). They are more than welcome to fill out the form and for one of them to join us at ******** another time.