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:03/21/2025

  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 Friday, March 14 2025 I received a text from Broadway Direct that Six tickets were buy 3, get 1 free. I purchased 4 tickets through that link (promo code ******) and a 25% discount was displayed on each one with the total coming to $611. When I checked out, I received a confirmation on the website that this was the total. However, my credit card was charged $798. Since they dont have a phone number on their website, I emailed them that same day with the screenshot and explained the issue. I did not check my email again before the show on Sunday so missed their message to get a refund and repurchase (which I shouldnt have had to do in the first place). I reached out again and left a voicemail and finally heard back by email today that they wont refund me the $187 Im owed due to their negligence and technical issues. This is false advertising and its clear Im not trying to scam them because I have all the evidence that I went through the process of purchasing for a total of $611. I just want to stop wasting my time communicating with them and get paid back the $187 that is due to me. Thank you.

• Initial Complaint

  Date:02/04/2025

  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 was on ****** to search for the Wicked show in *********** this afternoon and it shows we could buy from broadway direct as they sell to ***********. After we purchase we realize the tickets are to the same show in **. I call within a few minutes of purchase to resolve the issue instantly and leave as voicemail as directed and email. It has been at least 30 minutes with no response. If anyone wants to buy these tickets, it seems as time goes by theres two hours left until the show in ** they should be able to refund it instantly. As we were sort of tricked by algorithm to buy tickets to **, but live in *********** Id hope we can smooth this out quickly. However this company having no direct access to customer service is a bit of a disservice.

  Business Response

  Date: 02/04/2025

  Hi there,

  Thanks for sending this! We don't sell tickets on our site to shows outside of ********, but we spoke with ******* on the day of the performance (right after this, it seems) and were able to refund the tickets.

  We hope that she's able to see in the show in LA!

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair 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 visited the website of broadway direct to purchase tickets to the show ******** for December 16 2024. It was a special Christmas trip for my son. On switching back and forth from web pages to airline to check flight time and show times the calendar must have reset and instead of December 16 2024 the weekend we would be on ********. It purchased tickets for November 16 2024. I had no idea of the mistake because you do not get actual tickets until the day of the show. Imagine my surprise when I got an email on the 17 th of November asking how we enjoyed the show? We live in ******* . Our trip was a month away. I contacted the company the response was inadequate and quite distasteful. It was my mistake but certainly good customer service would make every effort o offer a solution either a refund or just reschedule for the weekend we are actually in ********. After reading the reviews and seeing their online reputation and flawed customer service I am at my wits end as to how to proceed forward. Obviously they are good at what they do and seeming uninterested in doing what they can to help. I am totally disappointed in the way ******** as a whole is represented by this companys standard practices.

  Business Response

  Date: 11/21/2024

  Hi there,

  We're very sorry to hear that about the trouble, and that tickets were purchased for the wrong performance. To clarify, ********* tickets were not purchased through us they were bought through ********, a partner of ours that sells tickets to shows in our theatres. These tickets were purchased on November 11th, five days before the November 16th performance. We cannot speak to ********'s practice, so we're not sure when they send the tickets or what sort of confirmation emails they send upon purchase. ******* is more than welcome to reach out to them to inquire about a refund or credit; they received payment from him, so they would be the only ones who could refund in the first place. Generally, tickets for shows in our theatres are non-refundable. Our first correspondence with *******, attached here, was on November 18th, two days after the performance he purchased tickets for had already passed, by which point a refund was not an option.

  In our capacity as the theatre owner, we work with the producers of shows and the box offices to offer a courtesy called "past dating." Past dating is an opportunity for guests who missed their performances, no matter where they purchased tickets. This courtesy, however, is at the discretion of the production and the box office, and is rarely available during the holiday season, which is the busiest time for Broadway shows. As we informed *******, we've added his information to our list, and will be contacting him with available dates as soon as we receive them we do want him and his son to see the show, and look forward to assisting him in rescheduling.

  All the best,

• Initial Complaint

  Date:11/08/2024

  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.

  Tickets for a Broadway show on Saturday, September 28, were purchased in advance. Unfortunately, I became seriously ill and was unable to attend. I reached out via email before the event to explain the situation and request a rescheduling (without asking for a refund), but no definitive response was provided. As of today, November 5, Broadway has not allowed us to rebook another show and continues to delay, stating that they have no information on when we can book or where we stand on the waitlist. Furthermore, they incorrectly directed us to other channels, failing to recognize that our tickets were purchased directly from ************************* this point, given that weeks have passed without a clear solution, we are requesting a refund. Despite the shows availability, we have been unable to rebook, and Broadways handling of this situation has left us disinterested in attending. We have attempted to communicate multiple times, even requesting a credit, but Broadway has refused. Given these circumstances, we are now formally requesting a full refund to the original payment method. I have documentation of my illness and email correspondence showing our repeated efforts to resolve this issue, yet we have received no updates. It has been over a month, and Broadways lack of cooperation makes it seem as though they have no intention of providing a fair **************** address used to purchase the tickets: ******************** Order number: ***************** Broadway Emails:*********************************************************** ***************************************

  Business Response

  Date: 11/08/2024

  Hi there,

  We're very sorry to hear that ****** was sick and could not attend the performance that she had tickets to. However, as we have mentioned to her several times, the tickets in question were not purchased through us. There may be some confusion, as she refers to "Broadway" as a whole repeatedly, so to clarify: Broadway is not a single company or organization, but an industry with several hundred different entities involved for example, the tickets she references were bought on **************************, a completely separate company from Broadway Direct, where we work. ************************** is a ticket selling site; we are part of the ************************ and the owner and operator of the ****************, where Wicked plays. ************************** is a partner of ours that sells tickets to shows in our theatres, but beyond that partnership their purchase process, terms and conditions, and customer service are completely unaffiliated with us here at Broadway Direct.

  As such, we received no correspondence from ****** before her performance as we have stated previously in emails with her, any communication before her email to us on October 2nd, 4 days after her performance had passed, might have been with ************************** but was demonstrably not with us. **************************'s full terms and conditions (available here: ************************************************) indicate that all sales are final, but, again, they are a completely separate company. They received the money for these tickets and have the credit card information we do not. Furthermore, the order in question has a different first name, last name, and email address from ******'s as far as our records go, there is nothing associating her with these tickets at all.

  While it's unfortunate that ************************** was unable to assist with a refund before the performance, in our capacity as the operator and owner of the ****************, we afford guests with unused tickets for shows in our theatres the opportunity to take advantage of a program called past dating. Past dating is a courtesy offered by the producers of the show for guests to use those tickets at a later performance, but is subject to availability and discretion. It is neither a guarantee nor an obligation, but we understand that life happens despite the no refund policy (presented when tickets are bought), and want to help people see shows that they missed. As past dating is a courtesy, however, we are never able to promise that any dates or performances will be available. As we have expressed to ****** several times, November and December are some of the busiest tourist seasons for Broadway, and so that courtesy is not being offered at present; we have told her and maintain that as soon as the production offers new performances for past dating, she will be made aware.

  We hope that we're able to help ****** attend Wicked at some point soon, but we have no further information at present on when that might be we will be letting her know as soon as we are able. If she is interested in pursuing a refund, we would recommend that she gets in touch with her point of purchase, which, again, was not us but **************************. At this time, all we're able to offer is past dating when it becomes available. We hope to be able to invite her to Wicked soon.

  Customer Answer

  Date: 11/11/2024

  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:

  [Your Answer Here]

   

   

   

   

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

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

• Initial Complaint

  Date:07/16/2024

  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 2 tickets to a Broadway show, since I was going to be in town. A few days before my scheduled trip, there was a family emergency which prevented me from traveling, I immediately contacted the seller and offered to provide all the information, including, hospitalization paperwork, change of flight tickets, and anything that would substantiate my request to change the dates of my planned visit. The seller did not provide any options other than at their discretion they would offer new dates for a new show, all the dates they offered were during times I was unable to travel. I did mention several times, I was an out of state visitor and making last minute travel arrangements was impossible.The seller said there was nothing they could do even though I again offered to show proof that I had an unavoidable medical emergency. I was told to gift or resell the tickets, once again I explained I was out of state and in the middle of a medical emergency.

  Business Response

  Date: 07/17/2024

  Hi there!

  We're very sorry to hear about a medical emergency preventing ***** from attending their performance of Wicked! Per our ticketing terms and conditions (found at *************************************************************), tickets purchased for shows in our theatres are non-refundable and non-exchangeable. ***** reached out on March 4th, saying only "Hi I have two tickets for the March 8, 2024 show of Wicked. However, there has been a medical emergency forcing me to reschedule my trip. Wondering if I could reschedule the date of those tickets." with no mention of hospitalization, hospitalization paperwork, or change of flight tickets we responded letting them know that we were unable to offer an exchange, but let them know they could resell their tickets or take advantage of our past dating policy, which is a one-time courtesy offered by the show to possibly honor unused tickets at another performance. There was no response to that email thread.

  ***** then filled out our past date form, checking the box indicating "I understand that past dating is subject to availability, and that, if confirmed, my new seat locations will be best available/not my original locations. For certain shows past dating may not be possible for some time; Broadway Direct customer service will contact me when dates become available." Though there were no available performances for Wicked at the time, we received new dates from the production ranging from April through the end of May on April 16th, and we immediately sent those to ***** to try and arrange a return to Wicked. There was no response to that email either.

  We would still love for ***** to see Wicked at the ****************, and will reach out the next time that we have available performances. Past dating is available for as long as the show is running, even years down the line Wicked has been running for twenty years and we expect it to continue running, so if ***** wants to reach out a couple of weeks before their next trip to ********, we'd be happy to try and get them into another performance!

  Customer Answer

  Date: 07/19/2024

  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:

  The message from the vendor states that they will contact me "next time they have an available show" I will again reinstate that I am out of state. I am not sure when I will be able to travel and I would like to respectfully request a refund. I did mention to the person I was communicating with that I had a medical emergency and I am happy to provide the necessary documentation. 

   

   

   

   

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

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

• Initial Complaint

  Date:04/10/2024

  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.

  Prevaricators Squared. I purchased two tickets to ********. Our flights were cancelled a week before the show. We don't live in ** but my significant other wanted to see the show. I promptly contacted Broadway direct and explained the situation.1. No refunds - even though I gave them a full weeks notice and it was by reason of travel impossibility.2. They advised me I could "past date" the tickets, whereby, per their explanation, I could get tickets to the same or a comparable show at a later date, when we could make it to ****3. When I immediately applied to past date the show, I learned I could only do it after the dates of the scheduled show - thus no reselling or gifting the tickets - as only could only apply for the past date option after the original tickets had lapsed.4. Applied for post dating as instructed and only then was told there was NO past dating for ******** because it was a popular show. Also told that post dating could NOT be applied to any other show or location. So not only no refunds - but also they had no intention of past-dating my tickets. They were just playing games the entire time. That behavior shows zero integrity.It is bad enough you can't refund a disabled vet for some tickets when he provides you advanced notice that due to travel issues he won't be able to use them. It is even worse to mislead him by offering him "past dating" of the tickets in question - when you had no intention of honoring the past dating offer.

  Customer Answer

  Date: 05/04/2024

  At this time, I have been contacted directly by Broadway Direct regarding complaint ID ********, however my complaint has NOT been resolved because:

  Citing your own company's policy is no excuse for deceiving a customer.  I purchased two tickets to ********. Our flights were cancelled a week before the show. We don't live in ** but my significant other wanted to see the show. I promptly contacted Broadway direct and explained the situation.
  
  1. No refunds - even though I gave them a full weeks notice and it was
  by reason of travel impossibility. 
  
  2. They advised me I could "past date" the tickets, whereby, per their
  explanation, I could get tickets to the same or a comparable show at a
  later date, when we could make it to ****
  
  3. When I immediately applied to past date the show, I learned I could
  only do it after the dates of the scheduled show - thus no reselling or
  gifting the tickets - as only could only apply for the past date option
  after the original tickets had lapsed.
  
  4. Applied for post dating as instructed and only then was told there
  was NO past dating for ******** because it was a popular show. Also
  told that post dating could NOT be applied to any other show or
  location.
  
  So not only no refunds - but also they had no intention of past-dating
  my tickets. They were just playing games the entire time. That behavior
  shows zero integrity.
  
  It is bad enough you can't refund a disabled vet for some tickets when
  he provides you advanced notice that due to travel issues he won't be
  able to use them.

  It is even worse to mislead him by offering him "past
  dating" of the tickets in question - when you had no intention of
  honoring the past dating offer.

  Final insult - you cite your company's own self-serving policy to justify this deception.  

  Never do business with a company whose policy basically says - "We can rip off and lie to out customers and get away with it - because our own company policy says so."
  

   

   

   

   

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

  Sincerely,

  *******************

  Customer Answer

  Date: 06/12/2024

  At this time, I have been contacted directly by Broadway Direct regarding complaint ID ********, however my complaint has NOT been resolved because:

  1. I was unable to attend the event for which I paid due to impossibility - specifically, my friend contracted COVID, was very sick, and was unable to attend.  The event was in ***, my friend was in ** and planning to fly to ****  I live in ** and was planning to fly to *** to meet up and catch up.  Due to COVID, the entire trip was rendered impossible.  She could not fly with COVID due to public health and FAA regulations.  The only reason I was traveling was to see her - and she could not travel to ****  Upon learning of her situation, I promptly cancelled the tickets (for both the event in question, and my air travel).  The airline offered an immediate refund.  The event in question did not, despite my cancelling well in advance, with a very reasonable explanation (impossibility of attending due to illness and scheduling). Naturally, given the circumstances, a refund was the most reasonable expectation.  You can't travel with COVID and other theatergoers probably don't want a sick person coughing all over the crowd.
  

  Yet rather than issue a refund or even a credit for a show of equal value at a later time, Broadway direct just cited their own bogus, self-serving, proprietary rule that they don't give refunds for any reason - no matter what.  So, apparently not for COVID, contagious illness, medical emergency, terrorist attack, force majeure, or natural disaster - NOTHING.  How adorably convenient for them - and what an unconscionable, ridiculous, self-serving, self-made rule. 

  I gave them ample notice of our inability to attend the show - many days in advance - as well as the reason why.  I gave them ample opportunity to do the right thing - the minimally decent thing - the legally compliant thing - but instead they doubled down on their own nonsensical, self-serving, "rule" of no refunds no matter what. 

  Again, I steadfastly demand a refund.  The basic reasonableness standard of the **** the ** Business and Professions Code, and English Common law take precedent over the proprietary "rule" of a glorified ticket scalper whose entire business model appears to be geared towards ripping off the consumer in a predatory manner whenever possible and justifying their own predatory behavior with unconscionable, self-serving, self-made "rules".
  

   

   

   

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

  Sincerely,

  *******************

• Initial Complaint

  Date:01/12/2024

  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.

  On December 16,2023 I purchased one ticket to the show Shucked for ******* 6,2024 2pm show from Nederlander theater box office.On ******* 5,2024 the state of **. Issued a travel ban for following day due to impending winter storm.My bus arrangements were cancelled for the following day.I was unable to get to nyc for my show.I filled in all the necessary paperwork to obtain a courtesy rescheduled ticket from brodway direct.Shucked last show is on ******* 14th.I made several attempts to email over next few days regarding missed show.I was only getting automated responses until Wednesday evening when I was informed that they are not issuing any further courtesy tickets for this show.I am fully aware of their policy of no refunds but due to circumstances beyond my control,I feel that a credit should at least be given for a different show.If they are able to give other patrons a courtesy ticket,I feel that I should also be able to get same consideration or comparable compensation.

  Business Response

  Date: 01/12/2024

  Hi there,

  Thank you so much for reaching out on behalf of this guest we're incredibly sorry that they were unable to attend their show!

  Per our ticketing terms and conditions (found here: **************************************************************), all ticket purchases to shows in our theatres are final and tickets may not be exchanged or refunded. In cases of extreme weather resulting in the cancelation of a performance, guests are promptly informed and refunded back to the original method of payment, but when the performance goes on as scheduled, we are not able to provide refunds.

  When guests miss their performances, for any reason, they are informed about our "past dating" policy, which is a one-time courtesy offered by the show to possibly honor their unused tickets at another performance. Where feasible, the box offices and producers of shows in ******************** provide the courtesy of past dating to assist those who were unable to attend their original performance. Past dating is subject to availability and the discretion of the box office and show producers it is truly a courtesy, as, again, tickets are nonrefundable and nonexchangeable and guests are made aware of that when they purchase.

  Shucked, the show that the guest missed, is in its final week of performances January 14th is the final performance, and so availability is incredibly limited. The guest spoke to several agents (none of whom were automated) and was instructed to reply to a specific email on the morning of the performance that they would like to see so that we could see if there were any availability for a given performance. As the show is now closing, the show is no longer able to offer replacement tickets. 

  We understand that the circumstances are unfortunate, and had this occurred earlier in the show's run, the opportunity for the extension of the courtesy would have been much more likely, but ultimately past dating is not a guarantee or a promised exchange tickets purchased are for specific performance dates and times, and it is the guest's responsibility and obligation to attend the performance, considering that the show played as scheduled to a full audience of other ticketholders. Given the circumstances, however, we will look into what is available for the guest at this point and will reach out if there is anything further that we are able to offer.

  All the best,

  Broadway Direct Customer Service

  Customer Answer

  Date: 01/17/2024

  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:

  [Your Answer Here]

   I would not be able to get transportation at the last minute to be able to attend the show if I notified them the day of the show.Furthermore,I feel it is bad public relations not to even give a credit under the circumstances.I feel that if they can offer a courtesy ticket to some,then they should be able to offer some compensation to everyone.Since it was under no fault of mine,that I was unable to attend.I am not within walking distance of the theater and the roads were closed to commercial traffic  the day of the show.Sure we could have driven a private car to see the show,but if there was a storm advisory in effect,that was put in effect for everyones safety.In essence,they are saying we should have risked our lives rather than missing the show.I still feel that some compensation is in order.

   

   

   

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

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

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair 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.

  HelloI purchased 2 tickets to see The Lion King for my birthday on September 9 2023the show is in ******** and I was traveling from ******* Illinoismy flight was canceled hours before take off and I contacted Broadway Direct immediately trying to get a refund because my flight,rental and hotel all was refunded because I was able to show proof of the cancelled flight! However I was willing to take a different show on the weekends do to traveling and work but they will not accommodate thatI would greatly appreciate you all helping me to get a refundthank you

  Business Response

  Date: 10/11/2023

  Hi BBB,

  Thank you very much for sending this to us we're sorry that ****** was not able to make their birthday show in September!

  Unfortunately, per our terms and conditions (attachment 3 here), tickets are non-refundable and non-exchangeable. While we attempt to accommodate our guests as best as we can if they aren't able to make the performance that they purchased tickets to, it looks like ****** reached out to us after their performance had already passed see attachment 1 to see that ******'s first email to us was on September 10th, the day after their performance.

  As the show they had tickets for had already played, all we were able to do was offer past dating. Past dating is a courtesy provided by the venue and the producers of the show to help those who aren't able to attend the performance they bought tickets for. Though we obviously would like to help everyone out as best as we can, the extension of that courtesy is solely at the discretion of the company of the show. In the past, though Broadway tickets were still famously not eligible for refunds or exchanges, there was no recourse if you missed your performance; if you still wanted to see the show, you'd simply have to buy new tickets. Past dating is a big step forward, giving guests the opportunity to see the show if they didn't attend the performance that they had tickets for.
  
  As you can see from attachment 2, we offered ****** several dates to see the show; when they let us know they wouldn't be able to make them and that they were looking to go next month, we informed them that we don't currently have availability for next month. We cannot guarantee that we will, but ****** is more than able to keep checking with us. Some of our shows are very popular right now so the wait for performances eligible for past dating that work for ******'s schedule might be on the longer end, but their tickets can be used for past dating for as long as the show is running The Lion King has already been running 25 years, and will still be here for many to come.

  We apologize that ****** missed their original performance, but hope that we're able to help them attend another performance soon.

  All the best,
  Broadway Direct Customer Service

• Initial Complaint

  Date:01/25/2023

  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 to ******** for my son for the Jan 21, 2023 production at 2pm. He had the original ticket and tried to get into the show. They said that he needed the scanned ticket. I texted him the scanned ticket. It does not say any name on it at all. Not mine. Not his. He again tried to enter the show with the ** code ticket but was denied entry because they stated his name was not on the ticket which is ridiculous because there is no name on the ticket. We then tried contacting Broadway Direct and was told to email the help line, so he completely missed the performance at no fault of his own. The ticket was never even scanned because ******** stated it needed to be in his name. I specifically stated that he was still available to attend a performance that night or even the next day. They emailed back and said they would look into it. By Monday, I got an email stating that it was not their fault or ********* fault that he couldnt get in because the ticket was not in his name. Again, I explained the situation and even sent them a screenshot of the ticket showing that there was no name on the ticket. Monday, they email me again stating the exact thing they said before but this time giving me a link that would have past dated the show. Now, as I stated earlier, he could only attend the show this weekend and at no point until Monday did they offer the past dating which is exactly what I had asked for on the first email and chat. I explained the situation again and now stated that he would not be able to attend the show at all and asked if I could switch it to another show instead. Today, I get yet again the same email stating that the ticket was never scanned and needed to be in his name. This is ridiculous! He had both the ticket and the ** code ticket which has no name on it and I had already told them that ******** staff would not scan it because they said the ticket needed to be in his name, but again, there is NO NAME ON THE TICKET!

  Business Response

  Date: 01/26/2023

  *********************** purchased a single ticket to ******** through our ticketing website, Broadway Direct, on January 15th for the 2PM performance. At 5:22PM on the day of the performance ***** reached out to us via the chat function on our website saying "I had the matinee ticket for today and I could not get in. Im very confused why this happened. I went to box office and they said to contact you. I had the scan ticket. They said it didnt show my name." We asked her to please send us an email with all of the information; she did so, stating again "I went to the theater and they would not let me in because I said that the ticket wasn't in my name. I've never had this happen before and I was looking to possibly get a ticket for tonight or tomorrow night instead. You can see that this ticket was never used or scanned." 

  We reached out to the box office of the **************************************************** to find out whether they had recalled ***** or any issue that she might have had. They told us that ***** was not actually at the theatre, but that a customer came to the window stating his mother bought him a ticket and left it at will call for him. He did not give the last name ****** to them at first, and they were unable to find anything in their ticket rack or in the Ticketmaster system that they use with the last name that he provided. They asked him if he had any additional information to show us so they could try to help figure out where his ticket would be, but he had nothing more. The box office says that he walked away and then came back a few seconds later asking if it was possible if the ticket was in his mothers name; he gave them the name ***********************.

  Her ticket was in the system, though there was no note for an alternate pick up. The box office is unable to print tickets for someone with a different name claiming that they're picking up on behalf of someone else; this is to prevent anyone from using someone else's tickets nefariously. The box office advised him to have his mother reach out to us at Broadway Direct to get the ticket name either switched into his name or for an alternate pick up to be put on the account. He said he would do that, and the box office never saw him again. They say that the gentleman in question never presented a QR code or digital ticket.

  When we provided that information to *****, she told us "Yes, this is precisely what occurred. He had the ticket that just needed to be scanned.  He was told the scanned ticket needed to have his name on it, but there is no name on it period." We do not require any names to be on any ticket in order to scan them. If a guest presents the ticket taker with a ticket to enter the theatre, it will be scanned with no further requests or information required. If there's any issue with a mobile ticket, we'll see some indication of it when the ticket taker scans the ticket, but we were unable to find anything wrong with the ticket that ***** purchased or any suggestion that it was scanned at all.

  In reaching out to the house manager to check with the ticket takers at the theatre, he confirmed that none of them were able to recall telling someone that their ticket could be scanned because it "needed to have his name on it." There seems to be a misunderstanding somewhere between ***** and the guest who was actually at the theatre; the box office told him that the ticket needed to be in his name to print them to print a new one, but there was nothing wrong with the digital ticket she had it was simply never presented to the ticket takers for entry into the theatre.

  All of that being said, we do provide guests who miss their shows the opportunity to return to the theatre and see another performance. This is called past dating and is a courtesy on the behalf of the production; there is no guarantee when or if they'll be able to get into another performance, but we try our best to assist customers who were unable to use their tickets. We sent this information to ***** for the opportunity to potentially see the show another day (there is a list of guests before her who are waiting to past date and the days in question are at the discretion of the production, so we would not have been able to get her or her son in immediately). They are more than welcome to fill out the form and for one of them to join us at ******** another time.

   

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair 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 tickets for the play ********, thinking I selected the date 7/12/22 but when I got there the clerk discovered the tickets were for 7/19/22. So he says this happens all the time just call that number and they will accommodate you. I did and the lady said no problem, I will send you a link and just fill out the form. She asked what date can I return and I said the week of the 9th in September. So I filled out the form and I just got an automated email response. Now that it has become apparent that I will get nothing for my money I sent them an email and of course I got a smart aleck response. I don't know why the lady just didn't give me my money back since the show was a week away. This is just dirty ball, they already know that people are prone to make mistakes but maybe that's how they stay a float by cashing in on others mistakes. Their scam policy needs some clarity to it and should be revamp. I wish they would just full fill their promise to me... let me reschedule my attendance of the show without charging me. Those seats were already paid for and now the burden is on them to make it right. It's not around the corner for me I live in Kansas city, if I had missed it than that would be one thing but it hadn't shown yet. They had time to do something to make it right, I could have given them away. I want some satisfaction on this issue and I'm sure I'm not the only one they shot the screws to on these shows.... downright up set in Kansas city.my order number is *****************

  Business Response

  Date: 08/25/2022

  ************************* purchased tickets to the 7/26 performance of ******** on 7/14 from ************, a separate company from us who sells tickets to shows in our theatres. Tickets purchased for our shows have a no refund or exchange policy, per our terms and conditions: ******************************************************* specifically stating that it is the guest's "responsibility to make sure that you purchase tickets for the correct performance date, time, and location." After purchase, ************ should have sent an email confirming the purchase which included the date and time of the performance that the tickets had been bought for. If they didn't receive that confirmation from ************, they'll need to contact them.

   

  It seems like the box office directed the guest to us for our past dating policy, as that was the form that they filled out  **************************************** Our first correspondence with the guest was when they filled out this form; they provided no further context besides that they were anticipating missing their performance on the 26th. Past dating is a courtesy by the box office and the show's producers to allow guests to make use of their unused tickets for future performance, but due to the popularity of ******** they are currently not inviting people back. ************************* has been added to the list and will be contacted once they do past dating is good for as long as the show is running. 
  

  Customer Answer

  Date: 08/27/2022

  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:

  Your Answer Here]

  I am aware of your return policy, I travelled from *********** to ************* to take care of some business and decided to make a mini vacation out of it. I knew we had to return in September to finish up which is why I asked the lady helping me to make it for any day during the first week. I wasnt about to travel clean back just for a show, which is why I didnt attend the actual date of the show. I apologize I typed the wrong dates while filling this complaint because I was so frustrated I didnt check my ticket dates. My point is it would have been easier and fair to just refund my ticket being that the show was a week away. And for the record my last name is ********

   

   

   

   

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

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