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“The Christmas Grinch”

written by wvtex on 01/01/2015

On Dec 1, 2014 I ordered tkts to The Nutcracker at Warner Theater Washington DC for seats in the Grand Suite with VIP parking, VIP entrance, and VIP lounge access. At the time I ordered the website stated tkt would be available to ship on Dec 19th for the Dec 23rd performance. Just to be on the safe side, I paid for FedEx overnight to my home. On the 20th, I received an email from Vivid seats stating the tkts would be shipped on the 22nd with delivery by 4:30 on the 23rd. I called and complained that I would already be in DC by the 23rd and asked why they did not ship on time. Never got a real answer to that but she told me FedEx didn't deliver on the weekend??? so they could not be shipped until the 22nd but they would have them sent to my hotel and assured me they would be there by noon on the 23nd for the 7pm performance. Of course (you knew it was coming)there were no tkts at the hotel. At this point it was because of a FedEx mistake and that is another complaint. When I called Vivid seats. I immediately ask for a supervisor and what I got was put on hold for over 30 mins then disconnected. I called again, asking for a supervisor but got put on hold again then a 3rd agent got on the phone who also was not a supervisor but did at least do something to help. They stated the tkts were re-issued by the theater and were at the will call with our name on them. They also stated they would email detailed instructions that would include an emergency phone number to be used if there was any problem at the box office. I did get the email and had to respond to confirm I got it. The instructions were to go Will Call and the special phone number was the same one I had been using where they put you on hold. When I asked about compensation for the hour and an half I'd been on the phone then they got a supervisor who agreed to refund the tkt fee but I'd have to get a refund from FedEx. Of course, it didn't end there. Since we did not have our VIP parking pass, we decided to take a taxi. We went early because by now we were unsure it anything would happen right and sure enough, there were no tkts at the Will Call. They acted like they didn't even know who Vivid seat was. We were told to go stand over there and they would see what they could do. They did finally find an email and re-issued the tkts. So much for VIP treatment!! The ballet was wonderful but I will not be dealing with Vivid in the future. And now I have to try to get my money back from FedEx.