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| Selection of tickets available | 5.4/10   |
|---|---|
| Ease of ordering | 5.2/10 |
| Customer service | 2.7/10 |
| Reviewer Rating | 2.4/10 |
| Overall Rating | 3.3/10 |
By MarianTS on 24th Jul 2006
| Event | Rocky Horror Show |
|---|---|
| Selection of tickets available | 7/10 |
| Ease of ordering | 5/10 |
| Customer service | 0/10 |
| Booking fee | Average |
| Overall value | 0/10 |
 MarianTS's recommendation | |
None whatsoever in this case
Appalling, inaccessible (except via e-mail, and then often without reply) customer service department who doggedly uphold a 'ticketmaster is always right and refunds will not be give under ANY circumstances whatsoever' policy.
I booked tickets, via ticketmaster's uk website on 30th June, for a 9pm performance of the Rocky Horror Show at the Playhouse Theatre on 22nd July. I accordingly received their standard e-mail confirmation showing the time as 9pm, the date and giving me my reference number. I opted for box-office collection, to avoid a risk of the tickets being lost in the post (for which ticketmaster will bear no responsibility). However, on arriving at 8pm to collect my tickets on Saturday, I was told by a member of the Playhouse box office staff that that the tickets they had been issued for me by ticketmaster were for 6pm, and I had therefore missed the performance and they could not admit me to the 9pm show. This was obviously a source of much distress (particularly as it was a birthday gift outing for my partner) but at the time there was nothing we could do but return home.
Once home, I re-checked my e-mail confirmation and it clearly stated 9pm. However, on going into my account history on ticketmaster's site, it was showing a 6pm start time. On writing to ticketmaster (attaching their confirmation e-mail to me as proof) to notify them that there had obviously been some kind of processing error, technical or human, following their 9pm confirmation e-mail to me and the actual issuing of my tickets, I received a reply to the effect that I had booked the incorrect time myself, completely overlooking the fact that they themselves had confirmed the 9pm time with me in writing via e-mail. I have since e-mailed them again twice without reply, and having sought legal advice have been advised that, regardless of the information they may now have for my order on their system, their original confirmation e-mail, of which I am still in possession, is absolute proof that I did book the later performance, they are therefore in the wrong and a full refund of the £81.50 that I paid for the tickets is accordingly due to me. However, the cost of taking them to a small claims court is very likely to as much as, or in excess of the amount I am owed - a fact that, I feel, has put many people off of pursuing claims further and has allowed ticketmaster to take the 'no refunds under any circumstances' stance for which they are notorious, and to deny any responsibility whatsoever when errors arise, always at the consumer's expense.
I will continue to try and elicit some response to my e-mails, as over £80 is too high a sum for me to willingly lose, but I will personally never be using this disreputable trader's services again (admittedly difficult, as they have the monopoly on ticket sales for virtually every musical and theatrical event in the UK and US, many venues only allowing you to purchase tickets via ticketmaster rather than selling direct). Be warned, if all goes well then fine, but if ticketmaster makes any error they will have no interest in assisting you, and you will ultimately be the one who loses time and money.
Important, please be aware that:
| Helpful | Unhelpful | Agree | Disagree |
|---|---|---|---|
| 2 | 0 | 1 | 0 |
Total Respect: +3
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DizzE on 22nd May 2008