ComplaintsforBroadway.com

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Saturday, April 29,2023, I purchased 4 tickets from Broadway.com for $491.28 to see Here Lies Love for the July 1, 2023 matinee performance (order # *********-*******) that Broadway.com is going to deliver to me on June 19, 2023. On Wednesday, May 3, 2023, I realized that I will not be able to attend the performance. I visited the Broadway.com website where it said to email or call them for an exchange or refund, so that is what I did. I did some research and asked them if I could exchange the July 1, 2023 matinee performance tickets seats ********* for the July 22, 2023 matinee performance with available seats ********* for the same exact price and one row behind the original seats that I had purchased. I followed Broadway.coms advise and emailed them asking for an exchange providing them with the new seat location or for any equivalent seats. Broadway.com responded saying, Unfortunately, the theater's policy is that All tickets are a final sale and not eligible to be exchanged or refunded. After a few back and forth emails, Broadway.com was unwilling to resolve the issue. I was going to accept Broadway.coms answer when I viewed BBB complaints against Broadway.com where the people complaining indicated that the issue was satisfactory resolved. I realized that BBB may be able to help me.

  Customer response

  05/05/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  01/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had tickets to The Music Man 1/11 and ******** the day after. Because the *** grounded aircraft I was unable to make the Music Man and had to buy tickets to the show the next night causing my to *********************. The company refunded a 95$ service and offered me tickets in some random seat in March but Im unable to travel then for surgery. I get they have a refund policy but think the *** shutting down is a rather unique circumstance. Id like a full refund. As a disabled veteran Id hoped theyd be more understanding it it doesnt seem they are going to do that.

  Customer response

  01/23/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased tickets 08/21/22 order#***************** $675.00 Flight canceled due to severe weather Seeking refund To:You Mon 12/26/2022 2:29 PM BROADWAY DIRECT ******* (Broadway Direct ****************)Dec 26, 2022, 3:29 PM EST Hi *********, Thank you for your response. Since past dating is a courtesy provided by the show itself, it cannot be used for another show or production. Past dating can only be applied to the same show as your original purchase, pending availability. ******* **************** Lead Broadway ********************************* Dec 26, 2022, 2:30 PM EST Very disappointed, due to circumstances beyond our control. A different show?******* (Broadway Direct ****************)Dec 26, 2022, 2:27 PM EST ** ********** ***** *** *** **** ********* ***** *** *** **** ***** **** ************ *** **** ****** ** **** ***** ******** ** *** *** ******** ** ****** **** ** ************* ** *** ******* ** ***** ** ***** ** **** **** *** *********** ** **** ****** **** ******* ** **** ***** ** **** ** ****** ** ***** ******** **** * ***** ********* ** ** ***** *** * **** ** *** ****** *** **** **** ** ****** ** ********* ** ***** ** **** ** **** ** ********** *** ***** **** *** *** ************** **************** **** ******** ********************************* *** *** ***** **** ** *** *** ** ** * ******* ***** **** **** ****** *** **** ****** ********* ****** ******************** *** ***** ***** ** *** ** ********** ***** *** *** ******** *** *** ***** ***** ** **** *** **** ****** ** ****** **** ***** ** **** **** ** ***** **** *** *** ****** *** **** **** ******** ** **** *** ********* **** ** ***** *** **** ****** **** ******** ****** ** ***** **** ****** ******* ** * *** **** ********* *** ******** ******** *** ***** *** ****** ** ********* **************** *** *** *** *** *** *** *** *** ** **** *** * *** **** **** *** *** ****** ** *** **** ************ ** *** ******** ******* ******* ****** ** ***** **** ** ****** **** ** ******** **** ******** ** ***** *** *****

  Customer response

  01/06/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased tickets for a show on Christmas Day. Our flights were cancelled due to the weather. I contacted broadway.com and was told no refunds. We lost $1085.04 and was sent the following Thank you for contacting us.Unfortunately, the theater's policy is that All tickets are a final sale and not eligible to be exchanged or refunded.. This was to be a Christmas gift for the family. Now I have lost over a thousand dollars. I would like a refund to apply the funds to something else for the family. Below is the information for the ticket purchase. Tickets8 x $99.00 ******************* x $36.63 Free PayPal Grand Total USD $1,085.04 Namemoire love Order #***************** ********** #******** Manage Order A ***************************

  Customer response

  01/04/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** **** ********  
  

• Initial Complaint

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of the transaction: 10/29/2022 *** paid: $375.30 Item Purchased: ************************ of the dispute: The issue is Broadway.com's refund/exchange. We purchased tickets via **************** on 10/29/22 for the 11/5/22- 8:00 pm ********************** seats V110-111. When booking the performance, the only information readily advertised on **************** is the theatres Covid-19 policies. We even received a separate lengthy email from Broadway.com on 10/29/22 reiterating the Covid-19 policies that had 6 bullet points all related to Covid-19, & in the last sentence where it says Review all of the theatre policies: here, there is no hyperlink on here to review any additional information. Unfortunately, we tested positive on 11/4 & missed the 11/5 show. It wasn't until we contacted Broadway.com on 11/4 to find out how to reschedule that we learned its refund/exchange policy. Nowhere prior to purchasing the tickets from either **************** or the emails from Broadway.com did they state the tickets aren't eligible to be exchanged or refunded & that they will give you dates/times/seats that are of lesser value than you paid. Why isn't this information stated clearly in any correspondence when this is its practice? Despite numerous emails asking for a refund or to reschedule for a fair/equal value performance, i.e. what we originally paid for, we got responses that reiterate their refund/exchange policy. We're not asking to see a show that would cost more if rebooked when tickets cost more, or better seats than what we paid for. Instead, we are asking for a comparable exchange or a refund (voucher that can only be used to purchase ***************** is welcomed). So, why is this information not readily available in the same way it was delineated in the two sentences in the email that was sent on 11/4/2022? It really is frustrating & disappointing that we did the right thing -- stay home -- to now feeling slighted for something we had no control of.

  Customer response

  12/23/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent the box office an email and said where are my tickets, ******* responded to me saying this hello Thanks for your email. I am sorry for any trouble you have had in purchasing tickets on our website. Looking at our records, I show a failed attempt which may have resulted in a pending authorization being placed on your account. This should drop within five to seven business days and you will not be charged for this transaction. At this time, you do not currently have a confirmed order, and you may make a new attempt online to purchase tickets. We recommend going to the show's official website to purchase tickets so you no longer get an error message.If you have any further questions please let us know.Thanks,******* - ******* **************** In this email you can see ******* recognizes that it was a computer error, ******* stated I would not be charged, ******* also tells us that we do not have any tickets, which is so true, we never received tickets for the show and we never attended the show because there were no tickets in our email. however when we looked in our checking account we noticed that we were still charged for merchandise we did not receive. as we were trying to purchase these tickets we received 6 computer issues, I reached out to the company on serval occasions and they will not refund our monies, this against the law, to charge us for merchandise we never received. I do not live in *** and we are requesting a full refund back into our account

  

  Business response

  12/09/2022

  ** *** ******** ************ *** ********************************************** ** *****
  
  To Whom It May ********************************** to a complaint letter that was filed with the Better Business Bureau under ID Number ********.  The complaint was filed by ****************************  I have read over ******************** complaint and done some research on the transaction internally.  **************** purchased two tickets through the Broadway.com website for a performance of the Ain't No Mo' on November 26, 2022 at 8:00pm at ****************** Theater in *************.

  
  Based on my understanding of the complaint, it seems that **************** is claiming that there was an issue while attempting to purchase tickets on Broadway.com and that he was told his order never completed and therefore he didn't have tickets.  Unfortunately, what **************** has failed to mention in the complaint is that when they emailed to inquire about having issues while ordering they gave us information for a ******************************* and the email address ****************** which in fact did have five failed order attempts.  We were never told that they attempted to place another order under *************************** and email address ************************** which had an order that completed successfully.  Further to completing successfully, we delivered a confirmation email and mobile tickets to ******************** email and both of which are marked as having been opened on the day of the order.  

  
  Even though we feel that this was an error on the customers part, as a token of good customer service we contacted *** ***********;and let him know that we are refunding the order in full.  We would never want a customer of ours to feel like they were misled and hope that this is a satisfactory resolution.
  If you have any further questions regarding this complaint or if there is anything further I can do to help the investigation, please feel free to contact me directly.  

  
  Sincerely,            
  
  *************************;    
  *** ********* ******************** ****** ***** *** ********************************************* ***** **************

• Initial Complaint

  11/10/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My mom bought my tickets for my birthday for the wrong broadway show, so I messaged them to exchange for a different show to which they said I cannot refund or exchange them. This website is a complete scam, never said anywhere that the tickets were non-refundable or that you cannot exchange them. It strictly says in its ***, "Cancellation policies vary by show and performance date purchased. If you have placed an order with Broadway.com, simply respond back from your order confirmation or contact us (link below in footer) with your order details and we'll be happy to let you know what your options are."If you were unable to cancel or exchange tickets from the get-go, the *** should state so, this is totally unethical business and this website should not be allowed to sell tickets. I will be filing a claim with my bank as this is a scam site.

  Customer response

  11/11/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** *******
  
  
  
   
  
  

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Nature of dispute: Unclear return/exchange policy Money: $267.30 USD Attempts to contact business: Several emails and phone calls to the company and the parent company Next steps: ChargeBack from my bank Problem: I bought tickets on July 5th for access to a show called Hadestown at 8 pm on Saturday. I reviewed the buyer's policy for refunds and exchanges. The next day I tried to exchange the tickets for different seats as it was not highlighted that the ticket seats would have visual obstruction.When I tried to do an exchange, it charged me for sale. The next page said it gave me an error that it did not go through, and it was still charged to my bank. I contacted the company about getting an exchange/refund and they told me it could not be done because of the theater policy on refunds, which is different than the reseller's sites refund policy. I reviewed the refund policy on the website, and nowhere does it say that each theater has its refund policy different from the reseller of broadway.com. I carefully reviewed broadway.com 's refund policy, and it does not mention this in any of the print that is agreed upon.When I called customer service, they told me each ******************** changed its refund policy, but this was not reflected on the site when purchasing the tickets and is unknown to the customers.My overall complaint: The business sells tickets with a faulty refund policy that does not accurately depict. When trying to ask for a resolution, I am left with a hung-up phone call or no answers on email. The refund policy when purchasing the tickets does not let the customer know that each ******************** has a different refund policy; along with this, no information on the site shows each theater has a different refund policy. On the phone call, they said each theater updated its refund policy, but that is nowhere on the website when a customer purchases a ticket.

  

  Business response

  07/12/2022

  I am responding to a complaint letter that was filed with the Better Business Bureau under ID Number ********.  The complaint was filed by ***************************.  I have read over *** ********** complaint and done some research on the transaction internally.  ********************** purchased two tickets through the Broadway.com website for a performance of Hadestown on July 9, 2022 at 8:00pm at the ********************* Theater in *************.   
  

  Based on my understanding of the complaint, it seems that ********************* was trying to change the date for his tickets for the show.  Unfortunately, as stated in the purchase terms and conditions that ********************** agreed to prior to purchase, these tickets were a final sale and not eligible for a refund or exchange.

  
  Even though we feel that this was an error on the customers part, as a token of good customer service we contacted ********************** and let him know that we are refunding his order in full.  We would never want a customer of ours to feel like they were misled and hope that this is a satisfactory resolution.

  
  If you have any further questions regarding this complaint or if there is anything further I can do to help the investigation, please feel free to contact me directly.  
  
  Sincerely,           
  ****** *******     
  VP, Ticketing
  Broadway.com/Theatre Direct Intl.

*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. ↩