ComplaintsforThe Shubert Organization, Inc.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Two tickets were purchased via ********** for 7/15/23 8pm ***************************** (******* Theater). Our seats, Center Balcony Row A 113 & A114 were not listed as having an obstructed view. Unfortunately, the view of the stage and actors was clearly obstructed by two metal railings during the entire performance. The show was very stage forward & the railings significantly impacted our view. This show did not have an intermission, so we were unable to speak with theater personnel about our issue. On 7/15/23 we emailed ********** about the obstructed view and requested a refund. On 7/16/23 we received a response from ********** noting our complaint was forwarded to the theater. On 7/18/23 a theater organization employee emailed us noting the seats were not deemed obstructed and that booster cushions were available. We were told that for future reference, we should speak to theater personnel about alternate seating. We were offered complimentary drink vouchers but no refund. On 7/18/23 we responded and notified the theater organization that were not informed about booster seats and that without an intermission, we would have greatly disrupted the performance if we left our seats in the middle of the show to speak with someone. On 7/20/23 we emailed ********** again about our disappointment and were told that ********** can only issue a refund upon approval of the theater. On 7/20/23 ********** personnel informed us that since we stayed for the performance a refund was not possible. We were told that we should have flagged down theater personnel to speak with someone about our issue. The suggestion to flag down personnel during the middle of a performance would have greatly disrupted the show and the people around us. We further inquired if the seat inspection was done during an actual performance and we have not heard back from the theater or **********. Pictures during the performance are prohibited so we were not able to capture our obstructed view.

  Business response

  07/31/2023

  Please be advised the theater has been contacted and  determined a refund will not be issued.  The seats that **************** purchased are not deemed partial view seats.  The seats are considered unobstructed full view locations.  The patron did not seek out personnel in regards to any visual or seating issues.  In addition, the patron remained for the entire performance.  Please note during the run of Good Night Oscar  the theater has never received a complaint claiming obstructed view.  Thank you.

  Customer response

  08/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Our view was completely obstructed by the metal railings.  As mentioned earlier, the performance was extremely 'stage forward.'  In addition, when asked if their seat investigation was conducted during a 'live performance' we did not receive a response.  There would appear to be no obstruction if their investigation was conducted during non-performance time.  You can only see that your view of the actors is obstructed during an actual performance.  We did not seek out assistance during the performance because we were also instructed not to disrupt the show in any manner.   This is also the reason that we stayed for the entire performance.  On TripAdvisor, there is a review complaining of obstructed views where the tickets did not indicate this.  On Yelp there are several complaints regarding obstructed views as well. These reviews go back several years.  For the theater to say that they have not received complaints about obstructed views is categorically false. ]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  08/14/2023

  Although the seats **************** purchased are not deemed partial view, ********** will offer a refund of 1 ticket for $139.00.  Please respond back if this is acceptable.  Thank you.

  Customer response

  08/15/2023

  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

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 4 Broadway tickets via cash at the box office and the show was canceled due to Covid. I was told by ******************* at ********** to mail to original tickets to ***************************************************. I mailed the tickets certified mail in July and they were received. To date, I still have not received a refund of $356, the price of 4 tickets.

  Business response

  10/06/2022

  Please be advised a refund check for $356.00 was mailed to  ******************** on or about 10-3-22.  Thank you.

  Customer response

  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.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

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