Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 27th, 2024, I purchased two $399 tickets from Jujamcyn Theaters on Seat Geek for the 2pm show on September 25th of " Cabaret at the ************* starring **** ******* as a gift for my parents. Two days before the show my parents became ill. When I went to sell my tickets on Seat Geek I was unable to sell them as I then found out that the tickets were non transferable. This information is not listed anywhere when you purchase tickets from them. Upon contacting Jujancyn Theaters via email I was told I could exchange the seats for a future performance. All of the dates that were offfered to me didn't have **** ******* in the lead role. The only date that worked for my parents and that had **** ******* in the show was the November 30th matinee. This show had plenty of seat availability too. After reaching out to Jujamcyn numerous times to get this date I heard nothing back at all. They NEVER answer their phone number !! I was forced to pay an additional $199/ ticket for 2 seats that should've been offered to me.

  Customer Answer

  Date: 03/22/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Jujamcyn Theatres regarding complaint ID ********.
  
  Sincerely,
  
  ******** *****
  

• Initial Complaint

  Date:02/12/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased two tickets on Feb 4 through a third party service for the Wednesday Feb 12 Matinee of Cabaret. 30 minutes later, Jujamcyn sent an email saying **** ******* would not be performing. In an effort determine whether or not to get a refund and attend a show that he would be performing in, I sent an email immediately after. I did not receive a response in 24 hours, so I called, but had to leave a voicemail as there was no option to talk to a human. Then, 48 hours later I sent a message on ********. After all of this, I requested a refund from Plum Benefits (which was smooth and easy). I finally received a response on Feb 10 at 5:30pm saying that they had made a mistake and that he would be performing in that show. I had already received a refund on the tickets through Plum Benefits (no problems there) and can no longer go on that date because of work.This was incredibly mishandled and I'm upset at both the nonchalant way they said that they were sorry for the confusion with no offer to fix the problem. I emailed back asking for tickets for Sunday, Feb 16 at the same price that I had initially paid for them (121 for two tickets mezzanine)1. I doubt they'll get back to me in time since it took 6 days the first time around.

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -On July 13, I purchased tickets for a performance of ************ on July 23rd at 7:00pm. -I go to Broadway often, and have purchased and experienced all types of seats (standard orchestra, obstructed view, standard mess, etc.). -I purchased orchestra seating for this performance. -As you can see on their website (screenshot here), tickets with a partial view are labeled as such. -I purchased a seat without a partial view because I wanted to experience the full performance with the aerial shots & seeing the side and rear stages. -You can see proof of that, as our ticket does not say partial view. -We arrived at the show. Upon arrival, we could see live we had an obstructed view -We missed all the upper stage, aerial effects part of the show (this show has lots of them for full effect) and the entire stage left. (There are small stages on both sides where action takes place in addition to main stage)-On top of this, our seats and arm rest were broken. -I informed the ticket vendor, who agreed our seats are limited view, but they said that venue just decided to say they aren't. (See email attached)-It's wild to me that a venue can just override reality & defraud consumers this way. -I contacted the vendor, Chase on which I purchased the tickets, and none are on our side. ***** felt that I received the service, because I attended. There was no way I could know I was sold bad tickets without showing up live to the show!-It feels like a fraudulent business practice to sell tickets that are commonly known as obstructed view for full price, and I feel completely taken advantage of as a consumer. -I want to be sure this business is held to account for this fraudulent practice, so that other patrons who pay good money to experience Broadway aren't fraudently sold tickets like us, and miss out on so much of a show. This show is clearly trying to make more profit by selling poor seats at full price knowing full well they are not normal view seats.

  Customer Answer

  Date: 08/20/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Jujamcyn Theatres regarding complaint ID ********.

   

  I hope my full name isnt public, if **** my first or last that is ok. If it is, I would like to explore other options.
  
  Sincerely,
  
  *******************************

  
  

• Initial Complaint

  Date:08/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket for Funny Girl on August 2nd. I specifically asked for August 12th and 26th, and the box office lady said theres no availability for 12th so i went with 26th. I told her multiple times that i wanted a ticket for 26th. On Sunday (6th) i found out she sold me a ticket for August 5th. I remember she told me the ticket was for 26th when she handed me the ticket. Who buys a ticket 3 days before the show?Its the box offices job to double check and confirm the date of the ticket youre selling. Theyve failed and are refusing to solve the issue they caused. This is highly frustrating and unacceptable since she made the mistake, not me. The box office tried to blame me for not checking the date on the ticket, which is ridiculous because again, its their job and she told me its for 26th when she passed me the ticket, and as a customer, i trusted her. I had to buy another ticket for the same date- how is the theater going to take accountability for this on your end? I would like to get a full refund on the ticket, because the box office refused to give me a replacement for the wrong ticket they sold. I dont care if ill have to file a small claim on this matter.

  Business Response

  Date: 08/17/2023

  We apologize to our guest, ****************, for the mistake that arose at the box office.  We have reached out to the guest and will provide a full refund for the incorrectly issued ticket.  Thank you.   

• Initial Complaint

  Date:01/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Earlier this year, I purchased tickets to see Funny Girl on September 11, 2022 at 3:00PM through the Jujamcyn Theaters website. The day of the performance, I received an email at from Jujamcyn Theaters stating that the lead role of F**** ***** will be played by her understudy. The email then offered me a refund stating, "If you'd prefer to receive a refund, do not attend your performance and fill out this simple form." So I filled out the simple form and submitted it, and decided against going to the performance because I was under the impression based on the email that my ticket would be refunded, and that the theater would honor the email. The email made no mention whatsoever that purchasers of certain tickets were ineligible or that my ticket was somehow not an official box office ticket, despite being purchased from the theater's website.On September 16, 2022, after the performance had passed, I received an email from Jujamcyn Theaters from ************************* of customer service telling me that my ticket was not eligible to be refunded. Nothing in the original refund email gave any indication that the refund wasn't available to me, or said anything about specific tickets being ineligible. Despite numerous attempts to resolve the issue with the theater, they have refused to honor their refund offer or provide any kind of compensation for causing me to miss out on the performance. I paid $600 to see ********************* perform Funny Girl and I was very excited to attend the performance. I was very disappointed to hear that she would not be performing, but I would have attended the play if I had known that Jujamcyn Theatre had no intention of honoring the refund offer I was sent.I would suggest to anyone who receives a refund offer through this theater to be very wary, as the theater apparently won't tell you if you'll actually get a refund until it's too late to do anything about it. This is not a good way to get the American public back to Broadway!

  Business Response

  Date: 01/20/2023

  ****************** purchased her ticket through the secondary market.  Accordingly, when we received her refund request, we explained that we could offer only an opportunity for her to attend a future performance.  Until we received the BBB complaint, we were not aware that she had received an email from us offering a refund (which email was mistakenly sent out to some purchasers of resale tickets due to a technical error).  Since she received the email, we will honor the refund offer.  We have already communicated with ****************** and she will receive a refund check for her ticket.  Thank you.        

• Initial Complaint

  Date:10/11/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased tickets via the official and only method - seat geek for a performance of funny girl 9/11. **** ******* and up to 12 of the cast had Covid , I emailed the day before & tried to call about refund or delay of show - then around 11am Day of we received an email saying if we wanted a refund for Star absence all we had to Do was follow the form.So we did!They are now saying it was resale ticked (NO where in ANY communication was that obvious as we were in the official site for purchase & the forms didnt say you couldnt seek refund when prompted via email before the show) they are refusing to refund money!

  Business Response

  Date: 10/17/2022

  These tickets were purchased through the secondary resale market and were not intended to be part of the refund offer, which was applicable only to purchasers of tickets via the primary market.  Though the email offering a refund was sent by mistake to the consumer, we will honor the offer.  We have reached out to the ticket holder and will provide a refund as requested.  We apologize for the confusion and inconvenience caused by our communication error.  Thank you. 

  Customer Answer

  Date: 10/20/2022

  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

  Date:09/22/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked 2 tickets for the Book of Mormon on the Jujamcyn Theater website on February 24, 2022 to see a show at 2PM on April 16, 2022 at 2PM for $242.36. There was an error with the website and it booked me a ticket for April 9th, 2022 at 2pm instead. I found out about this when I received an email on April 9th saying thanks for seeing a show. I contacted ************************* at ************ on April 10th since I could not get a hold of anyone on the 9th. The rep I heard back from said that the theatre might be able to get me seats for a different show. When I didn't hear back, I called ************************* and they gave me a phone numbers for the Jumacyn theater box office which turned out to be TicketMaster which was wrong POC. I contacted SeatGeek again and they gave me a number for Jujamcyn Theaters, ************, which no one answers and it tells me to call SeatGeek. I emailed Jujamcyn **************** and heard back from ***** who did not answer my questions, return my call or resolve my issue. ***** also gave me the ************ for Jujamcyn Theatres which tells me to call SeatGeek. ************************* said that I should submit a missed performance form which I've done several times and have not received a response back from them.

  Business Response

  Date: 10/07/2022

  Due to internal administrative errors on our part, we did not timely respond to **************** two requests to past date his tickets.  We have sent a communication to ************ expressing our apologies for the inconvenience caused, and have offered several dates for him to return to see the show.  Thank you.   

  Customer Answer

  Date: 10/13/2022

  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. 

  I really appreciate your help resolving the issue. Jujamcyn Theaters gave me tickets for December 18, 2022 which I attached. My credit card company, Chase, and the **************************** for Consumer Protection were not able to contact Jujamcyn Theaters since they did not respond to them, but I'm glad you were able to get through to them.
  
  Sincerely,
  
  *****************
  
  
  
   
  

  
  

• Initial Complaint

  Date:08/19/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contact first name: **** Contact last name: ******** Contact email: ******************* Contact phone: ********** Show: Moulin Rouge!Date of show: 2021-10-06 Time of show: Evening Ticket vendor: SeatGeek.com Order number: *********** Number of tickets: 2 Seat section: Orchestra Seat row and seat: T 18,20 Refund or exchange: Refund Refund or exchange reason: Travel issue I called a couple hours before the show started and asked if I could change my seats because my flight was delayed and They were supposed to call me back but they never did. I had to keep calling them. Then they said I couldnt get a refund because I didnt get a hold of them before the show even though thats what I was trying to do. I have been emailing and calling them and they keep telling me that they will contact me when they have backseats they can give me. Whatever that means. I just want a refund. Im not going back to ******** anytime soon

  Business Response

  Date: 08/30/2022

  We have communicated with the customer and have processed a full refund.  The prolonged delay was due to some internal communication and administrative errors on our part and we sincerely apologize to the customer for the inconvenience.   

  Customer Answer

  Date: 09/10/2022

  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

  Date:07/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket back in April 2022 to attend a performance of Funny Girl in May of 2022. I was unable to make it to ******** at the that time, being a ********** resident, due to contracting COVID-19. I was understood that the ticket is non transferable and non refundable. Ok so I sent an email to this company, in hopes that theyre accommodating especially during a global pandemic. Unfortunately, I sent them 2 emails, one of which I never got a response and the second one was met with a generic response of we will get to you when we get to you. Whats disappointing is the amount of money you spent tos puppet live theater during these troubling times and due to a complete unforeseen circumstance of contracting the virus that you have absolutely no control of, this organization seeks to take patrons money with no intention of making it right in scheduling you for another performance. I have looked online at seats for a further date and their are plenty of open seats that they can place me in since again I was unable to travel over ***** miles to make it there for my show, unless they wanted me to attend with COVID. I paid nearly $200 for a single ticket and now Im being considered a past date courtesy and that it will be some time before we can accommodate you is simply not the way to treat your paying customers and frankly its unacceptable.

  Business Response

  Date: 07/28/2022

  We have been in regular communication with ******************, who originally purchased his tickets through broadway.com and not directly through our primary ticketing platform.  We are prepared to process a full refund or provide an exchange for his original tickets.  We are just awaiting for his confirmation on which option he would like.  Thank you.  

  Customer Answer

  Date: 07/28/2022

  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. I would appreciate a refund as Im unable to make it to ******** at this time.

  
  Sincerely,
  
  *******************