Complaintsforbrand.LIVE

• Initial Complaint

  23/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought general admission seating tickets for the ***** Celebration of Light event. There was a warning that "seating is not guaranteed" so we showed up 30mins after doors had opened and 3 hours before the event start to ensure we got a seat. There was no seating available at all - all seating at this event was reserved, other than perhaps 2-3 tables which were already spoken for. The terminology on the website was deceiving - "seating not guaranteed" imp***s that there is a significant amount of seating, but if you arrive late you are not guaranteed a seat. But to arrive 3 hours before an event and be expected to stand for 4+ hours for the majority of ticket holders is unreasonable.

  Business response

  24/08/2022

  We are very sorry to hear you had a bad experience at the ***** Celebration of Light.

  As noted you purchased general admission tickets to The Scotiabank Lounge and arrived at the venue 30 mins after the doors had opened. We do all we can to ensure guests are aware that seating for GA tickets is on a first come first served basis and not guaranteed across our website and ticketing platform. While we offer a number of GA tables, with approximately 45% of seating open for general admission and 55% for reserved seat ticket holders, those tables get full very quickly once the venue opens.
  In addition, you noted that the event started 3 hrs after you arrived and although the evening ends with the fireworks show at 10pm the ‘event’ starts at 6:30 when the doors open and the complimentary food and beverages are available. Again, we apologize it didn’t live up to your expectations but rest assured we take every measure to ensure we communicate the seating arrangements for the venue ahead of time

  Customer response

  25/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I be***ve this to be a *** - 45% seats were not reserved for General Admission.  I was there and I saw how many tables there were and counted 4 tables without reserved signs.  Highly unlikely only 16 general admission tickets were sold.
  

  Their response to the need to stand for 4 hours was that the event didn't actually start at 10pm, it started at 6:30pm as their were appetizers and drinks. They know full-well that the main event is the actual fireworks and so all general admission holders without seats would need to stand for 4 hours.

  The website should say general admission is standing room only - with a few extra unreserved tables - but they didn't do this because they knew no rational person would purchase tickets for an event they had to stand for 4+ hours at. 

  That in itself suggests this vendor is in the wrong and I am requesting a refund. ** ********* *** ********** **** *** **** ** ********** **** *** **** ******** ****** ** ***** ******** *** there is no way we could stand for 4 hours - we stayed at this "event" for perhaps 30minutes when it was clear there would be no seating. 

  I am requesting a refund and for the vendor to reflect on the website wording for future events.

  
  Sincerely,
  
  ******* ******

  Business response

  13/09/2022

  Again, we regret that ******* ****** had a bad experience. We can assure her that there were more than 4 tables without reserved signs on, perhaps she only observed the tables in one area. We'd also again like to remind her that we publicise that seating for GA is on a first come first served and is not guaranteed,  even if there were 4 tables without reserved signs for GA there would be more than 16 tickets sold, that would mean that all GA tickets holders had seats, which we communicate is not the case. Furthermore, if Ms ****** thought the 'event' started at 10pm we are curious why she arrived 3 hours before. The 'event' starts at 6:30pm with various pieces of programming, including an airshow, food trucks, live music etc. 

  Further, we are the production company for the event. The event is a not for profit event governed by the Vancouver Fireworks Festival Society, a registered not-for-profit dedicated to continuing this signature event for the Vancouver community. All ticket sale proceeds go directly towards funding the largest offshore fireworks display and largest event in Western Canada, which is largely free to the public. 
  
  All that said, we are willing to offer Ms ****** a refund of her original ticket cost for 2022. 

   

  Customer response

  19/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution "refund of my ticket cost" is satisfactory to me.
  
  Sincerely,
  
  ******* ******

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