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Theatre
Palace TheatreThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
10/16/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased tickets and the place closed. I have been asking about a refund and have yet to get a response other than an automatic response. I am looking for a refund and have been asking every month with same email responseInitial Complaint
07/25/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased ************************* tickets as an 80 Birthday Present for my aging mother on April 20th, 2022 from The Palace Theatre in ***************. I've attached the email confirmation and receipt. Prior to the show, I received an email stating that the Palace Theatre was closing its doors (going out of business). They provided a phone number to call to request refunds. I called this number at least 5 times and finally was assured that I would be refunded my money for this show which never occurred. I waited 3 months and never received a refund. So I tried calling again and the number had been disconnected. I did receive an automated email stating that their computer system had been hacked somehow but that I would be receiving a full refund for purchases made if the shows had been cancelled. I subsequently sent 7 messages to this email and continued to get the same response over the course of another 3 months. It seems clear to me that this business intends to keep the $830.65 that I spent on these tickets for a show that never occurred. This is a lot of money to me. I have been advised not to go to small claims court unless I know whom to **** I have no idea who is owned or was charge of Palace Theatre and have no way to get a hold of anyone there. This seems like criminal activity to me. Is there anything I can do to get my money back from this company?Initial Complaint
07/16/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
After my original show was canceled due to COVID restrictions, I was unable to attend the rescheduled show. ***************** Palace Theatre was kind enough to offer me a gift card to use toward another show, which I was Ok with. However, in early December they announced they were closing and said to send an email about getting a refund. My email was undeliverable for 2 attempts then finally went through on December 23. On Feb 1st I received a generic email that said they were working on processing refunds. I still have not received a refund. Number of Items: 2 Total $72.33Business response
08/08/2023
Tell us why here...Greetings Palace Theater Patron-
Thank you very much for your email. We received your request for a refund. Please allow up to 30 days for processing. Rest assured that we are working as quickly as possible to complete your request.
If you have already submitted a request for a refund and have not heard back, please be advised that we were the target of a massive hacking attack. Consequently, to protect our domains and email system, our domain provider temporarily disabled all incoming and outgoing traffic. We are happy to report that the system is now fully operational, and we are receiving and sending emails again. We have your request in process and we will send you a message as soon as your refund has been processed. Sending another email may cause confusion and delay the processing of the refund.
Additionally, we also have implemented a ticket "exchange" program with several other theaters in the area, and in ********. If you are interested in exchanging tickets to a performance at another theater, please email us at ***************************************.
We apologize for the inconvenience.Customer response
08/12/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The message they sent you is the same response I initially received in December of 2022, which I previously described in my initial complaint. I do not believe their statement about "within 30 days" and feel I should have received a refund by now.
Regards,
*****************************Initial Complaint
07/11/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
Did not receive a refund after the business closedBusiness response
08/08/2023
Tell us why here...Greetings Palace Theater Patron-
Thank you very much for your email. We received your request for a refund. Please allow up to 30 days for processing. Rest assured that we are working as quickly as possible to complete your request.
If you have already submitted a request for a refund and have not heard back, please be advised that we were the target of a massive hacking attack. Consequently, to protect our domains and email system, our domain provider temporarily disabled all incoming and outgoing traffic. We are happy to report that the system is now fully operational, and we are receiving and sending emails again. We have your request in process and we will send you a message as soon as your refund has been processed. Sending another email may cause confusion and delay the processing of the refund.
Additionally, we also have implemented a ticket "exchange" program with several other theaters in the area, and in ********. If you are interested in exchanging tickets to a performance at another theater, please email us at ***************************************.
We apologize for the inconvenience.Customer response
08/08/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Old message-
This is a old message
Regards,
*********************Initial Complaint
06/26/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We purchased tickets from the Palace Theatre on July, 22, 2022 for a Saturday, June 10, 2023 performance of Stayin" Alive - A Tribute to the Bee Gee's. for a cost of $118.64. Since the palace was closed we have not received a refund.Initial Complaint
06/26/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We are trying to recover the amount of a gift certificate. In December 2022 we requested the refund from Palace Theater per the instructions on their website in the amount of $50.97 and provided them with the original Order Number, Order Date, Person Ordering, Expiration Date and Amount. We contacted them again in January 2023, March 2023 and April 2023. The last time we tried to contact them in May 2023 the email bounced back with no response. Have not heard from them since.Initial Complaint
06/26/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased 3 tickets to a show that was cancelled. It was for The Amazing Kreskin. I did not find a complaint earlier because I spoke on the phone with numerous people and recurved email responses that I would be refunded. I never was.Initial Complaint
05/08/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
The Palace Theater went out of business. I had tickets to three shows that were cancelled because the theater went out of business. I sent emails to Palace Theater with the ticket information but I had no response.Here are the cancelled shows:1. Freefallin - ***************** tribute band Order #******** Three tickets Email: ************************* Name on credit card: *************************** ************ Refund amount: $161.94 2. *********************** - ***************** tribute band Order # ******** Two tickets Email: ************************* Name on credit card: *************************** ************ Refund amount: $110 3. Xpedition Order # ******** Two tickets Email: ************************* Name on credit card: *************************** ************ Refund amount: $110Initial Complaint
05/02/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Palace Theater has not refunded me. I requested several times.Initial Complaint
04/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I Purchased 2 Dinner Theater Gift Certificates in November of 2021. The written guarantee was that the tickets were good for 5 years and could be used for any show chosen by the recipients within that time. I have received no notification that the Palace Theater has been permanently closed until just now. I found out by searching and understand that the business has been bought by someone else. Information that I have discovered is that people have tried to get refunds and have been unsuccessful. I am now one of those people. I called in December of 2023 to use the Gift certificate for ************ tribute show and was told to call back after the new year because they were not filling spots for that show yet. I have called and never get through, and have searched the website which says there are no upcoming events. It says to check back later. Like I said, I just found out from a news stream that the business has been permanently closed and now has new owners. How do I get my refund?
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Contact Information
Customer Complaints Summary
51 total complaints in the last 3 years.
0 complaints closed in the last 12 months.