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:03/07/2024

  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.

  We purchased 2 tickets for the June 30th combined showing of beyond van Gogh and beyond Monet at 2:00pm (*** ********) in Austin, TX
  When we arrived, it was clear that the air conditioning was not working. When we asked the employee at the desk, he told us that the warehouse is not air-conditioned and it is very warm but they do have fans….** ***** **** ** ****** **** ****** **** ** **** ** **** **** *** **** ** *** *** *** *********** *******
  The room was so hot we asked him for a refund and he said he was not authorized to issue one but to call **************.
  I called that number earlier and They told me they were not authorized to give out refunds and told me instead to send an email, which I did. I have included their 2 responses.
  I am not sure if you have ever been to Texas in the summer, but it is oppressively hot outdoors, and being indoors without air-conditioning and no ventilation is even worse. The space was unbearably hot and we were not able to view the exhibit. Like us, there were many others who left the exhibit without entering. There was no mention of the warehouse being non air-conditioned anywhere on the website when we purchased our tickets. ADDITIONALLY they even made social media posts stating "Beat the heat!" (*** ********) We would not have bought the tickets if we were told in advance there was NO AC. ** **** **** ** ********** *** ***** ***********. We are asking that you would help us receive a full refund for this our event. ************ * **** **** **** ****** ***** ***** **** ***** **** ********** *** **** ** ****** ** *** **** ** ******** **** ******* **** ** ******** **** *** ******* *** ** **** ******* ***** ****

  Business Response

  Date: 11/07/2024

  On June 30th this complaintent purchased tickets for our June 30th 2:00pm Combo Showings. Our Combo Showings are roughly 90 minutes in length and feature both Beyond Van Gogh and Beyond Monet. Per our Terms & Conditions and listed non-refundabe policy, all tickets are agreed to be final sale by purchasing.

  The showing this customer purchased ran without issue for the 90 minute duration. However, per the email they sent they left prior to the show completing it's run due to their personal discomfort with the venue temperature. Our venue is fully air conditioned and operational however, being summer in Texas the temperatures externally are very high. Our team confirmed with this customer that our venue's air conditioning was fully operational and a refund would not be provided outside the agreed upon policy. This customer then disputed this charge as product not received on July 4th. As this payment was disputed we are unable to alter this order.

  Customer Answer

  Date: 11/07/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because there was no AC at the Austin location.  I was told by the staff member that there was no AC and that he wished he knew this when he took the job! I only called to dispute the charge with my credit card company after I was refused refund over the phone and ghosted by your company over email.  I and still demanding a refund because you falsely advertised this is a way to beat the heat knowing there is NOT air conditioning in this old warehouse, Only a few fans! 
  
  
  
  Sincerely,
  
  
  
  Tracey ********

  Business Response

  Date: 11/07/2024

  Our venue has been fully air conditioned and operational since our opening day May 31. We have not had issues with our system going down during our run and have added additional fans due to the excessive heat warning currently placed in Austin.

  The provided quote from this customer has not been substantiated, as our staff are aware that our venue is in fact air conditioned. ** ***** * ****** ******* ****** *** *** ******* ** **** ********** **** **** ***** ***** * ******* ***** **** *** ** ******** ** ***** **** ***** ** **** ********** **** ******** *** ***** *** **** ***** *** ********** ******* *** ******* ** ** *** ********* ***** *** ****** ** ********* As of this submission this purchaser has had their funds returned to them.

• Initial Complaint

  Date:24/08/2023

  Type:Billing 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 my family to attend Van Gogh Long Island based on an online ad promotion offering 40% off the price of tickets using promo code *******. I used this promo code online only to discover that I was charged full price. I immediately contacted customer support about this and was informed that they refused to honor their promotion and when I asked for a refund they refused this as well. **** **** ******* **** **** ******* ***** *********** ******** ** **** ** ********* *** **** **** ***** ******** ** ******* *** ******** ** *** ***** ****** 

  Business Response

  Date: 07/09/2023

  On Wednesday, August 23rd this individual purchased three tickets for a September 1st showing of Beyond Van Gogh Long Island. The order total was $****** and was paid by a card held in their name ending in ****. After this purchase was made the guest contacted us requesting a refund for the difference on the forgotten discount code. Our team communicated that this was not possible due to the agreed upon policies, ******** *****. The guest then used the tickets and disputed the payment in full. *********** *********

  If purchasers have a discount code it must be entered prior to selecting a date, time, and ticket type in the 'Have a Discount Code' button displayed below the ticketing calendar on our website. *********** ********* 

  To ensure guests are purchasing their intended number of tickets, the order contents and total order cost is shown on the screen during each step of the purchasing process. ************ ********* This includes if a discount has been applied to the order. As the order total and contents are able to be verified prior to entering purchase information, discounts cannot be added retroactively due to customer oversight or purchasing negligence. As stated in the terms and conditions agreed to prior to successfully completing any ticket purchase and noted on the receipt, tickets are non-refundable, therefore we are not able to accommodate this request for reimbursement.  * ****** **** ** *** ***** *** ********** ******** 
  
  ************************************************ 
  

  
  

  Customer Answer

  Date: 18/09/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the coupon code was not forgotten. You had sent me emails with the coupon code and I used the link found on Facebook as well. I entered the code and the price paid did not reflect the discount that you advertised. The fact that you advertised a discount and then charged me full price *********** *****. Do the right thing and refund the difference that you charged me.
  
  
  
  Sincerely,
  
  
  
  Charles ******

  Business Response

  Date: 20/09/2023

  This purchaser did not apply a discount code to their order. Had they, their order would have reflected a discounted price throughout the order process, as shown in our provided evidence. When purchasing online the responsibility of ensuring the order contents and total cost are correct falls to the purchaser. Discounts are not able to be added retroactively due to purchasing oversight or negligence. 

  Customer Answer

  Date: 21/09/2023

  *** *** **** ********* ******* I do not accept the company's response. The pictures that they provided do not prove anything. I put in the discount code but did not see the adjusted priced tickets. I thought that it would be adjusted before final sale and it was not. **** ******* ** ********** ********* *** **** ***** ******* **** **** *** ******* The discount code which I used was promoted heavily on Facebook and I received a number of e-mail messages advertising the discounted tickets as well which they did not honor. 
  
  

• Initial Complaint

  Date:21/11/2022

  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.

  We purchased tickets for 7 family members to attend the Van Gogh exhibit in Indio, CA on 10/15 2022 and even though the exhibit is in a building, somehow due to a rain storm on 10/15 the venue had to be closed and our family members who traveled from out of state were not able to attend. We immediately began trying to figure out when everyone could come back to visit again to try again to attend the exhibit. After weeks of trying to rush everyone (family in 3 different states plus us here locally) to coordinate their schedules and buy tickets to fly back out here, we had to give up and only 5 of the original 7 are able to come now. I have reached out to ask that I be refunded for the two tickets I can no longer use and to have my current tickets changed to a new date when at least the rest of us can go. Now they are telling me I have to BUY NEW TICKETS and then send them all the information. They have placed all of these restrictions and hurdles in place when it should be as simple as refunding me for the two tickets I cannot use and changing my reservation for the other five to the date that I specify. They are not willing to do this and they’re making it overly complicated and a burden requiring me to jump through all of their hoops to accomplish this and it is not appropriate or fair. I realize they could not control the fact that it was rained out (somehow inside of a building??) but they have done NOTHING to even show the slightest amount of empathy for the fact that our family had planned to have an amazing experience and due to an event that we also had no control over, we are being denied a refund for tickets we cannot use (though we tried hard to timely make new arrangements but could not meet their arbitrary SHORT timeline to make changes) and we are being asked to buy NEW tickets and then submit everything to them in HOPES that we meet their ***** restrictions to somehow get credit so we only pay for one set of tickets. ** ** ***** *** ******

  Business Response

  Date: 08/12/2022

  On October 15, 2022 our Beyond Van Gogh Palm Springs event had to be closed due to inclement weather. We notified all affected purchasers on October 15th, 2022 via email of this development with instructions on how to reschedule their tickets. Guests had one week to reschedule their tickets through our ticketing system free of charge. After this deadline the agreed upon rescheduling fee noted on our website would be back in affect. This ticket purchaser reached out to reschedule their order on November 11th, 2022, well after the free deadline had passed. Our customer service team let this ticket purchaser know there would be a rescheduling fee which the purchaser felt they should not have to pay this fee. 

  As of Thursday, December 8, 2022 this cardholder's purchase has been refunded in full to their original payment method. 

• Initial Complaint

  Date:16/11/2022

  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.

  We purchased two tickets to the November 11th opener if the Beyond Van Gogh Experience and upon arrival at the address on both their web page and the tickets we found an empty warehouse and a hand written sign saying “no Van Gogh”; our only notice the show was cancelled. Now the company doesn’t answer the telephone or emails. We are out the cost of two premium flex tickets, $129.00, the cost of the ferry for two to get to Victoria and a hotel nights stay.

  Business Response

  Date: 08/12/2022

  Beyond Van Gogh Victoria's planned opening was postponed due to venue delays. An email was sent to all affected purchasers on Monday, November 7th notifying them of this development. Purchaser's were offered the option of rescheduling their tickets to a new date or requesting a refund on their purchased tickets. This purchaser emailed requesting a refund and the refund on their tickets was processed in full on Friday, November 18th, 2022. Beyond Van Gogh does not provide compensation for expenses outside of ticket orders.