ComplaintsforMandolin Software, Inc.
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Complaint Details
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Initial Complaint
11/18/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 10.28.2022 I purchased 1 ticket for remote viewing of a concert by artist *************************** taking place on 11.17.2022 for the cost of $18.45.On 11.17.2022 I received a reminder email for the concert that stated in these exact words "Claim your ticket to the show by signing in to Mandolin using the same email address you used to purchase your ticket."On 11.17.2022 I attempted to log into the mandolin website but could not remember setting a password so I attempted to use their website account retrieval form to recover or set a new password. I was informed there was no account associated with my email address. I was not able to access the concert I was charged for.On ***** I received a replay available notice for the previous evenings concert. This email also stated in exact words "To watch the replay: Step 1: Go to mandolin.com and sign into your account using the same email address you used to purchase tickets." On *****2022 I contacted customer service, explained the issue and asked for a refund. I was denied.The Mandolin website clearly states: "Your purchase of a Mandolin event ticket ensures the following: When purchased prior to an events scheduled start time, your ticket provides you with entry to the event at its scheduled time."I was not able to access the event at its scheduled time. None of their reminder or replay emails say anything other than I will be able to access the event with the email I used when purchasing the ticket. As such I believe I am entitled to a full refund in the amount of $18.45.Initial Complaint
12/28/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a ticket on Dec 17, 2021 to watch an online, livestreamed concert on Dec 19. After multiple attempts on different devices, I was unable to login and watch the concert. I exchanged a few emails with Mandolin support, but they were unable/unwilling to help. I requested a refund multiple times and was ignored. I have reported the transaction to my credit card company to hopefully get it reversed.Business response
12/28/2021
Hello,
We attempted to help this customer log into their account to see the show they paid for but they were having technical issues doing so. They requested a refund but with the holiday we did not see it or process it until today. You can see by the attachment that this refund was processed.
thank you,
*****
Customer response
12/29/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
*************************
Initial Complaint
09/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Mandolin offers tickets available for purchase for livestream concerts in partnership with venues. On August 31, 2021, a Dwight Youkam concert was set to be live-streamed; I purchased a ticket for access, which was $20 plus taxes and fees. Mandolin had connection issues and cancelled the live event without issuing refunds. They said a replay would be available but that is not what the ticket purchase was for. I have emailed customer service who said they are unwilling to give a refund.Business response
09/17/2021
We sincerely apologize for the technical issues preventing the live streaming of Dwight Yoakam’s show on August 31, 2021. All ticket holders received an email on September 1 stating that full refunds would be issued. This customer had filed a credit card dispute for this ticket purchase, which we have accepted without contest so that the funds from this purchase would be returned to the customer via her credit card provider.
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Contact Information
830 Massachusetts Ave Ste 1500 Fl 4
Indianapolis, IN 46204
Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.