ComplaintsforHouse of Blues

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against the House of Blues regarding misleading advertising and a significant failure in communication, specifically related to a meet-and-greet event held on 12/21/23. This issue not only resulted in financial loss but also a deeply disappointing experience.Details of the Incident:Misleading Advertising:On 12/17/23, I purchased tickets for a special event at the House of Blues (through Live Nation), which included an additional fee for an exclusive meet-and-greet session with the performing artist.The advertising and ticket confirmation explicitly stated the time for this session was 7pm. Relying on this information, we planned our arrival accordingly. A screenshot is attached to my complaint showing the time stated.Communication Failure:Upon our arrival at 6:53, we were informed that the meet-and-greet had already occurred at a different time than what was communicated both on the website and via email. This misinformation led to us missing the entire meet-and-greet session, rendering the additional fee we paid completely useless.Lack of Accountability:When I brought this issue to the attention of the venue, there was no acknowledgment of their error or its impact on us and possibly other attendees.Financial and Emotional Impact:The additional payment for the meet-and-greet was substantial and was rendered meaningless due to the venue's error.This incident not only caused financial loss but also significant disappointment and frustration.

  Business response

  01/17/2024

  In response to the complaint filed on 12/22/23. Please note that the *** meet and greet experience for the Alaska **** show on 12/21 was arranged and organized by the Alaska **** tour, not House of Blues. This includes time, communication instructions, length of experience, and any last-minute changes. As House of Blues takes no percentage of tour ***/artist meet-and-greet sales we are not able to provide refunds. Any refund requests for this particular event should be sent to the Alaska **** tour.

  1) As requested by the Alaska **** tour, House of Blues communicated with ticketed guests about the arrival time via email (see attachment) more than 48 hours in advance (***** hours was the timeframe requested by the tour). Complainant was sent the same email on 12/19/23 as the other *** guests (confirmation in attachment). Email listed arrival time and *** experience start time. No other guest had issues arriving on time for the experience.

  2) House of Blues contacted the guest by phone after the event to explain the situation and the email that was sent (to the address provided by the complainant for communication). Guest then ended the call without a request for refund or further information. Had guest requested a refund House of Blues would have directed him to the Alaska **** tour, as is our policy.

  3) The *** Experience purchased by the complainant was organized through the ****** tour, NOT House of Blues. House of Blues is not responsible for guest experience at artist meet & greets, does not set times or prices, has no control over last-minute changes, and takes no percentage of artist VUP/meet-and-greet sales. Unhappy guests should contact the tour directly.

   

   

  Customer response

  01/18/2024

   Complaint: 21044635
  
  I am rejecting this response because:
  
  1. Misrepresentation of Communication Timing:
  The House of Blues' claim that they communicated with ticketed guests more than ********************************************* their response, House of Blues states they "communicated with ticketed guests about the arrival time via email more than 48 hours in advance." However, per their attachment, the email by ***************************** regarding the arrival time was forwarded at 3:05 PM on 12/21/23, which is significantly less than the 48-hour notice they explicitly allege in their response.
  
  This clear misrepresentation is not only misleading but also indicative of their dishonest approach to this complaint.
  
  2. Dishonesty ***********Event Contact and Lack of Accountability:
  Contrary to House of Blues' claim, they contacted me at 7:56 PM (see attached) just as the event was about to commence, not after the event as they asserted.
  
  This discrepancy further establishes their dishonest approach in handling this complaint.
  
  3. Inadequate Response and Unprofessional Staff Interaction:
  Furthermore, the call was handled by an employee who exhibited a smug and unhelpful demeanor, showing no intention of providing any meaningful resolution or empathy.
  
  This behavior is utterly unacceptable and paints a clear picture of the House of Blues' culture of dishonesty, rudeness, and unprofessionalism. It starkly demonstrates the venue's blatant unwillingness to accept responsibility, its egregious failure in ensuring a satisfactory guest experience, and its persistent dishonesty in the handling of this complaint through the Better Business Bureau process.
  
  The two false claims they provided in their response are not mere oversights but deliberate misrepresentations that question the integrity of the entire organization. Such deceitful and cavalier attitudes towards customers are not only unethical but also deeply damaging to the trust that patrons place in a reputed venue.
  
  *********************

  Business response

  01/23/2024

  In response to ************** rejection,

  1: Misrepresentation of Communication Timing: As shown in the attached email, ************** was sent an email on 12/19 regarding the arrival time. I was mistaken on the exact time the email was sent (my mistake, not a covert effort to deceive), however the date was absolutely correct. You can see both **************' email address, as well as the date/time the email was sent (both underlined in RED). Additionally, the email from *********************, Alaska ****'s tour representative for the *** meet-and-greet, was sent less than 2 hours after House of Blues received it. All efforts were made by House of Blues to communicate as quickly as we received information from the tour.

  2. Dishonesty ***********Event Contact and Lack of Accountability: House of Blues received a complaint from ************** through our website at 7:52pm on 12/21, the night of the event (please see attached). **************** phoned Mr. **** as soon as they received the complaint, at 7:56pm, just four minutes after the complaint was received (timing confirmed by ************** in his second statement). I apologize if the call was unsatisfactory, or if the customer service representative was rude or unhelpful, as that is not our culture, and assure ************** that I have addressed this with my staff. My initial report of a post-show call (our normal procedure) was incorrect, however it was not an effort to deceive or avoid accountability, but to address the complaint as quickly as possible.

  3. Inadequate Response and Unprofessional Staff Interaction: I do apologize. again, for the manner of the customer service representative that spoke with **************, and have addressed it with HOB staff. As for the response, as I indicated in my initial statement, House of Blues does not organize, schedule, or receive any revenue from tour *** meet-and-greet events, therefore we are unable to provide a refund. We are not inflexible, greedy, or dishonest, we simply did not receive the money paid by ************** for this event, therefore we have nothing to refund. This is standard policy for every single tour *** meet-and-greet at our venue. I encourage ************** to contact the Alaska **** tour representative, ********************* ************************ for further refund requests.

  I am happy to provide ************** two complimentary tickets plus seat upgrades to the show of his choice (subject to availability) due to the unsatisfactory phone call with HOB ****************.

  Customer response

  01/31/2024

   
  Complaint: 21044635
  
  I am rejecting this response because:
  
  1. Inadequate Communication Efforts:
  The reliance on a single email sent during off-hours as the sole method of communicating crucial event information is grossly insufficient. Effective communication, especially for a special event like a meet-and-greet, requires redundancy and clarity. The lack of reminders, updates on House of Blues' social media, website, or physical signage on the day of the event, demonstrates a negligent approach to customer communication. This is particularly critical when considering that emails can be missed, filtered into spam, or overlooked, especially when sent at unusual hours. The failure of the House of Blues to ensure that attendees were adequately informed, whether due to ************************** negligence or a deliberate act of bad faith, is unacceptable.
  
  2. Discrepancies in Timing and Poor On-site Management:
  The email from **************** indicating the meet-and-greet timing from 6-7 PM conflicts with the information provided on the House of Blues website, which led to a misunderstanding about the event start time. Additionally, the lack of clear signage or guidance at the venue on the day of the event resulted in further confusion and wasted time, as I stood outside in the cold rain, mistakenly waiting as the event was occuring. This indicates a failure in on-site event management and customer guidance, which is a fundamental responsibility of the host venue.
  
  3. Inconsistency in Event Execution:
  Despite arriving before the stated end time of the meet-and-greet at 6:53 PM (as I indicated in my initial complaint), the event was either already concluded, or I was not directed to the correct location by the staff. This discrepancy indicates that either the meet-and-greet did not run for the duration specified in the email, or there was a failure on the part of the staff to assist attendees properly. In either scenario, the House of Blues bears responsibility for the poor execution of the event and the resulting negative experience.
  
  In light of these points, the response from House of Blues is unsatisfactory as it fails to acknowledge the multiple failures in communication and event management that led to this disappointing experience. The lack of proactive and effective communication strategies, coupled with poor on-site management and inconsistencies in event execution, justify the rejection of their response.
  

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