ComplaintsforSt Louis Cardinals, LLC

• Initial Complaint

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  the st louis cardinals chat line is useless i have personally been given the wrong information multiple times i have spoke to supervision they said it would be taken care of nothing was done called again spoke to ****** he thinks its a joke

  

  Business response

  06/25/2024

  ****,
  
  It was a pleasure speaking with you over the phone. I am sorry to hear you had a negative experience with our chat line as well as over the phone with one of our sales representatives. The chat line is used as a point of quick, efficient communication between our guests.  Through the misinformation and lack of responding, I am sorry you were not able to receive ********************** through one of our lines of communication. I have sent this over to our ******************** to review with our employees who answer the line to ensure we are more efficient and reliable in the future.
  
  We work hard to ****** an inclusive environment that is welcoming of all fans. All fans are welcome at ****************** and we feel strongly that everyone is entitled to be treated with respect and dignity. We train our staff to be welcoming and treat everyone equally and I am sorry to hear you felt ridiculed. I have sent this to our management team to ensure our policies, procedures, and employee training will be reiterated with staff. We strive to be a safe, fun, family-friendly environment for all of our guests and your feedback is greatly appreciated.
  
  Again, I apologize for the inconvenience and we are excited to see you back at the ******** June 22. The tickets have been sent to your *** Ballpark App.
  
  Thanks,
  
  ******************************************
  Manager, Guest Services
  ADA Coordinator
  St. Louis Cardinals, LLC

  Customer response

  06/26/2024

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

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 5 tickets to a Cardinals game for a Friday in May 2024. I drove 4 teenagers from 4 hours away to attend the game and spend the weekend in *** Louis. We spent $400 on tickets. The game was rained out (although it wasn't raining at the time). Instead of having the makeup game on the same weekend, the rainout game will be made up in July 2024 at a time that will require out-of-towners to spend another night in *** Louis, this incurring additional hotel costs. My complaint is this: unlike nearly every other team in Major League Baseball, the Cardinals do not have any other options for ticket holders of rainout games other than to attend their arbitrarily selected makeup date. When contacted for an alternative option, the Cardinals office informed me that there are no exchanges or refunds for tickets that have already been purchased. If I can't attend on the reschedule date, I should "go to SeatGeek.com and resell the tickets." Well, I didn't purchase tickets for July 2024; I purchased for May 2024. Almost every other team in *** allows ticket holders of rainouts to exchange for alternative dates if they can't make it to the makeup date. The Cardinals, who were previously known for prioritizing fans and the fan experience, have really dropped the ball on this policy. I request that they allow out of town fans the opportunity to select an alternative date to attend for rainouts, similar to the majority of *** teams.

  

  Business response

  06/25/2024

  I apologize that ****************** was unable to exchange his tickets for another date because of the rain out.  I would be happy to help him with complimentary tickets for another game this regular season.

  Customer response

  07/11/2024

  I would like to thank the Cardinals organization for agreeing to our request for a change in dates. As it turns out members of our party were able to re-arrange their schedules in order to attend the original make-up game with one replacement attendee. However, I appreciate that the Cardinals were able to provide us with the flexibility after our complaint.

  For optimal customer service, I would suggest that they provide the same level of service upon first direct contact from the customer with concerns rather than as a response to a BBB complaint, but I appreciate the resolution. Thanks

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Tonight we decided to buy tickets and attend the St. Louis Cardinals game as we are new to the St. Louis area. We (a total group of 8) purchased tickets in advance and entered the stadium with hopes of finding shelter as a tornado warning had just been put in place. Soon upon arriving, we noticed the amount of people, yet not one worker giving instruction to where we should take shelter. Again, for some of us this was the first time in the stadium. Not only that, but there was absolutely no regard to safety for the fans as there was an active tornado warning. Because of the lack of safety precautions in place, we decided to get indoors where we could be safe at a building nearby. We got stamped at the door, hoping the game would not get cancelled. We planned to come back, leaving the stadium at 7:25 and were not informed of any news about restarting the game until much later. The game was postponed to 8:40, and we had reached the attendant who scanned our tickets to learn we had to have been back in at 7:40 if we wanted to come back. When asking for a manager, we were completely belittled and dehumanized when mentioning we were left to find indoor shelter. We also watched them send back a family with two little kids after their parents were also attacked for leaving. We were told to buy new tickets or go home. We did end up buying new tickets simply to do what we were planning to do and had paid money to attend. I am absolutely disgusted over 2 things. First, we found out the game was resuming at that time at 7:55. How is that reasonable for us to enter when we have not been informed about the game starting until 15 minutes after re entry date? Second and most importantly, we had left for the sake of our safety when the St. Louis cardinals did not keep us safe or take the tornado warning in an outdoor stadium seriously. This is a very serious issue that needs to be approached as this is something that is putting peoples safety and children at risk.

  

  Business response

  06/10/2024

  Thank you for contacting the St. Louis Cardinals. I am sorry to hear you and your family had a negative experience at ****************** and we appreciate you staying around the ballpark during the rain delay! Our staff has been trained and are prepared to act in the event occasional severe weather hits in *** Louis. Severe weather shelter areas are designated by green signs throughout ******************. We put as much information as possible on the scoreboard during weather events and there is consistent communication between our internal departments to keep guests safe. The safety of our guests is extremely important. We appreciate you bringing this to our attention and we apologize you felt there was a lack of preparation with our staff. I have sent this email to our Event Operations team to review and remind our staff of the severe weather policies and procedures. I understand your frustration and concern for keeping your family safe, leaving the ballpark during this time.
  
  Our exit/re-entry policy is online at cardinals.com/information: Exit/Re-Entry - Once guests have had their tickets scanned and have entered ******************, they must proceed to either Gate 1 or Gate 4 to receive a hand stamp if they want to exit and re-enter the stadium.Guests with a hand stamp and valid event ticket can re-enter the stadium at any gate from the times gate open until 90 minutes after scheduled first pitch. All guests will have bags inspected and be screened via walk through metal detector upon re-entry. At each gate, there is either a No Re-Entry sign or a sign that states the Exit/Re-entry policy. We also train our staff to warn guests of these policies as they are leaving the gates, even amidst the gates being extremely busy. We will remind our staff to keep making guests aware of our policies as they are leaving the ballpark.
  
  The policy is based on a ******************************************************************************************************** the past, we have had guests become extremely intoxicated during the rain delay,come back into the stadium, and disrupt other guests around them. We made an internal decision to cut off the re-entry policy 90 minutes after scheduled first pitch. I understand this was not the case for you and your family but our organization came up with a policy that we felt would be best to making the stadium a safe, fun, family-friendly experience for everyone.
  
  Your feedback is extremely valuable to us as we internally review our policies each season. We understand your frustration and your concerns as your children were extremely excited for the game and you wanted to keep everyone safe. We would love to invite you back to the ballpark for a World Champion Cardinals experience. I put ticket vouchers in the mail for you and we cant wait to have you and your family back at the ballpark soon! If you have any other questions or concerns, please contact our ************************* at ************.
  

  Customer response

  06/10/2024

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

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid for tickets to attend the Cardinals game. We entered the stadium, and shortly after, a tornado warning was announced and we were asked to seek shelter. We opted to move indoors across the street to their ballpark village and on our way out of the stadium got the stamps on our hands for re-entry. When it came time for the game to begin we went across the street and they told us that our stamps did not count and that we couldnt use the tickets that we paid for to see the game. They made each of us purchase additional tickets to get back in to the game we already paid to see.

  

  Business response

  06/10/2024

  Thank you for contacting the St. Louis Cardinals. I am sorry to hear you had a negative experience at ****************** and we appreciate you staying around the ballpark during the rain delay! Our exit/re-entry policy is online at cardinals.com/information: Exit/Re-Entry - Once guests have had their tickets scanned and have entered ******************, they must proceed to either Gate 1 or Gate 4 to receive a hand stamp if they want to exit and re-enter the stadium. Guests with a hand stamp and valid event ticket can re-enter the stadium at any gate from the times gate open until 90 minutes after scheduled first pitch. All guests will have bags inspected and be screened via walk through metal detector upon re-entry. At each gate, there is either a No Re-Entry sign or a sign that states the Exit/Re-entry policy. We also train our staff to warn guests of these policies as they are leaving the gates, even amidst the gates being extremely busy. We will remind our staff to keep making guests aware of our policies as they are leaving the ballpark.
  
  The policy is based on a ******************************************************************************************************** the past, we have had guests become extremely intoxicated during the rain delay,come back into the stadium, and disrupt other guests around them. We made an internal decision to cut off the re-entry policy 90 minutes after scheduled first pitch. I understand this was not the case for you but our organization came up with a policy that we felt would be best to making the stadium a safe,fun, family-friendly experience for everyone.
  
  Your feedback is extremely valuable to us as we internally review our policies each season. We understand your frustration of purchasing additional tickets because you were seeking shelter. We would love to invite you back to the ballpark for a World Champion Cardinals experience.  I put ticket vouchers in the mail for you and we cant wait to have you back at the ballpark soon! If you have any other questions or concerns, please contact our ************************* at ************.

  Customer response

  06/10/2024

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

• Initial Complaint

  05/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There was a tornado warning and we were instructed to seek shelter. We received a hand stamp to be eligible to return to the ballpark when the weather cleared. The employees never notified us that there was a time limit for which we could reenter the park. Once the tornado warning subsided, we tried to reenter and they refused to honor our ticket. They made us purchase another ticket, even though we had already purchased the same ticket. There were four of us.

  

  Business response

  06/10/2024

  Thank you for contacting the St. Louis Cardinals. I am sorry to hear you had a negative experience at ****************** and we appreciate you staying around the ballpark during the rain delay! Our exit/re-entry policy is online at cardinals.com/information: Exit/Re-Entry - Once guests have had their tickets scanned and have entered ******************, they must proceed to either Gate 1 or Gate 4 to receive a hand stamp if they want to exit and re-enter the stadium. Guests with a hand stamp and valid event ticket can re-enter the stadium at any gate from the times gate open until 90 minutes after scheduled first pitch. All guests will have bags inspected and be screened via walk through metal detector upon re-entry. At each gate, there is either a No Re-Entry sign or a sign that states the Exit/Re-entry policy. We also train our staff to warn guests of these policies as they are leaving the gates, even amidst the gates being extremely busy. We will remind our staff to keep making guests aware of our policies as they are leaving the ballpark.
  
  The policy is based on a ******************************************************************************************************** the past, we have had guests become extremely intoxicated during the rain delay,come back into the stadium, and disrupt other guests around them. We made an internal decision to cut off the re-entry policy 90 minutes after scheduled first pitch. I understand this was not the case for you but our organization came up with a policy that we felt would be best to making the stadium a safe,fun, family-friendly experience for everyone.
  
  Your feedback is extremely valuable to us as we internally review our policies each season. We understand your frustration of purchasing additional tickets because you were seeking shelter. We would love to invite you back to the ballpark for a World Champion Cardinals experience.  I put ticket vouchers in the mail for you and we cant wait to have you back at the ballpark soon! If you have any other questions or concerns, please contact our ************************* at ************.

• Initial Complaint

  04/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We received a Goodwill Cardinals ticket voucher for 50% off Cardinals tickets for donating to the Goodwill. The voucher plainly states that it is good for Sunday games 4/2, 4/16, 5/7, 5/21, 9/3, and 9/21. 9/21 is not a Sunday. Four days ago, I contacted the Cardinals and chatted with * ******* and asked to have this issue resolved within 24 hours. I have yet to receive a response from the Cardinals.

  

  Business response

  05/09/2023

  I am happy to help in this situation with tickets to their requested game.  Please have them contact me at ********************.com and I will take care of the tickets.

  

  Business response

  08/22/2023

  This was taken care of.  *** ***** *received tickets for 10/1/23.

  Customer response

  08/22/2023

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

• Initial Complaint

  07/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to last night's Phillies vs. Cardinals game on 7/8/2022 with my wife and my 2 elderly parents in their 70's in section *** Row * for my father's 71st birthday. We were sitting next to a youth baseball team in section 270 with neglectful parents who climbing over the median and numerous chairs repeatedly as well as me, my wife, and my parents who do not move very well. A older woman with pre-existing health issues and co-morbidities and her daughter were sitting in the row below us with the same issue and started fighting with parents and the older woman was unjustly removed by cardinals staff and ushers. First usher was a young college man who was asked multiple times to stop the kids from climbing but didn't do anything. Got another usher who was an older man who tried to talk to the parents of the youth team but we're giving him a hard time and then the kids kept proceeding to climb seats after that. I am glad that my mother was not hurt with the children climbing near her but I was very concerned and angry regarding the lack of authority towards this youth baseball group and the fact that another customer was unjustly removed from her seat due to neglectful, entitled parents not supervising their children. I am appalled by the stadium staff and upset that I could not take my family out to a Cardinals game without getting climbed over by children. I will not be taking my family or going to a Cardinals game again after this unpleasant experience and your incompetent staff. I just hope the woman and her daughter sitting in Row 4 below us are reached out to and apologized by the organization that claims to be the best major league baseball.

  

  Business response

  07/22/2022

  This is the first notice I received.  I am working with our Stadium Operations Department to get more details.

  

  Business response

  07/26/2022

  Mr. ********* was contacted by our Manager, Guest Services.  Here is their response.

  Hi ****,
  
  Thank you for contacting the St. Louis Cardinals. I am sorry to hear you had a bad experience with another guest. Our ushers have been trained in these types of situations and can handle the situation if made aware immediately. I am sorry this was not the case as it sounds like the issue never deescalated. Do you mind sending me more information on what section you were sitting in. This will be extremely helpful for our follow-up training.
  
  We also have other ways the situation can be handled.  You’re welcome to text ************ with any issues or questions and we will send a manager to take care of the unfortunate situation you are in. This allows you to report the guest’s behavior anonymously.
  
  Again, I apologize for the inconvenience and we hope to see you back at the ballpark. If you could send me your address, I would like to send you vouchers for a future game.
  
  Thanks,
  ******** ************* ******** ***** ******** *** ***** ********** ***

• Initial Complaint

  05/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I attended the St. Louis Cardinals game on 5/15/2022. The promotion given out on that day was an ********************* Funko POP! I am an avid collector of Funko POP!s, and I was hoping to receive a gold variant at the gate. I did not initially receive a gold variant; therefore, I attempted to trade my regular version for the gold variant. Meanwhile, I witnessed multiple adult males trade their regular versions and offer money to other people for the gold variant (which is not allowed by the way). I was trying to trade straight-up, which is perfectly fine, but you are not allowed to offer people money for promotional items. These adult males were not reprimanded for their actions or asked to leave by any employees. Also, the gate I entered the stadium through, Gate 6, was blatantly giving all of the gold variants to young children, when the distribution was supposed to be completely RANDOM. After I tried to trade for almost two hours (unsuccessfully), the supervisor at the gate told me to "leave him alone" rather hatefully as I approached a potential trade partner. I felt that it was rather unfair that I was singled out, especially when I was not offering money for the gold variant, which is not allowed. Grown men can trade and offer money all they want, but a young girl that is a collector, not a reseller, cannot even approach someone without getting reprimanded. The employees at Gate 6 obviously did not want me to receive a gold variant and did everything in their power from preventing me to ever have a CHANCE of receiving one. I feel like the only reason the supervisor reprimanded me was because she saw I was young and weak and would not argue with her, unlike the adult males that could be viewed as intimidating. I did not appreciate the false advertising or the treatment I received at Gate 6 on 5/15/2022, and I would like the issue to be resolved as soon as possible. Thank you!

  

  Business response

  05/31/2022

  On 5/31/22 we are sending a Funko Pop

  *******************
  3200 **********
  ************, ** 62040
  Daytime Phone: **************
  
  

  Customer response

  06/02/2022

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩