Business Profilefor13th Floor Entertainment

My 17-year old daughter had a friend in town from out of state for a long weekend. They purchased tickets to the 13th Fl Haunted House and went there on Saturday, 10/14/23. They had a scheduled time; however, the line was still extremely long and they realized they would not have enough time to go through due to another obligation. They spoke with an employee on site who told them they would just come back another day, and that they could reschedule through the link in the email. On Sunday, 10/15, they tried to reschedule but when they clicked on the link it said it was a "Past Event" and wouldn't let them reschedule. They tried all day Sunday, then again Monday morning. On Monday morning, I tried to find contact information online for the company and was able to find an email address only, no phone number. I emailed them at 10:30am on Monday, 10/16, and the girls also kept going online to try and reschedule, but were not able to. The company did not reply to my email at all on 10/16. On Tuesday, 10/17, my daughter's friend went back to Colorado, making it now impossible for them to use their tickets. I tried emailing the company again, this time requesting a refund, and they answered me on Tuesday, 10/17. I explained the situation, and told them that their online system was not letting the girls reschedule and that now it was too late. They just kept saying that there were no refunds, and that if we wanted to reschedule we could do so now through the person in the email. I requested to speak to a live person to further discuss the issue, and was told that I could not speak with anyone. The minors who purchased the tickets were told by staff onsite that they could reschedule, and there is a section on the website outlining how to reschedule; however, the online system would not allow it and there was no way to get in touch with them. This sounds fraudulent to me and we would like a refund. I can provide an order name and number if needed.