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:01/03/2023

  Type:Customer Service 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 on-line for the Beyond Van Gogh Palm Springs for October 15th 2022 at 4:30 pm for a total cost of $111.98 ($49.99 x 2 + $12.00 service fee). I went to the event with a neighbor and the event was closed due to weather hazard caused by heavy raining. The gentleman there gave me a phone number to call for a refund. When I called that number, they directed me to a website ***************************m. I sent an email, and the only option available was to reschedule for another date. I was not available to reschedule and go at another date. I asked for a refund, and they said I had to reschedule. This was not my fault they cancelled the event. I went at the date and time I purchased tickets for, and they canceled the event. I should be able to get a refund if I am unable to go at another time. I am 72 years old, and I don't have $111.98 to give away.
  Please help me. My bank Chase said because of they have "no refund policy" they can't issue me a refund. I went to this event, and they cancelled. I am due a refund. My claim # with Chase bank is ****************. This is totally unethical and not right. Please help me get my money back,

  Business Response

  Date: 02/09/2023

  On October 15th, 2022, Beyond Van Gogh Palm Springs had to close early due to inclement weather in the area. Guests that were affected by this closure were sent an email to the address on file notifying them of this update. Our email to guests included instructions on how to reschedule their tickets for free. This purchaser reached out to our customer service team on how to proceed and inquired about a possible refund. Our customer service team apologized for the closure and sent instructions on how to reschedule. As we were to be open the following day, we wanted to give all affected guests the opportunity to visit Beyond Van Gogh Palm Springs. This purchaser accepted the offer to exchange and emailed us their new date they wanted to be rescheduled to. The tickets were then rescheduled on their behalf as they were confused on how to do so through their ticket account. Once this exchange was completed the purchaser then disputed the charge. As the tickets were rescheduled, we submitted evidence to counter the dispute on October 28th, 2022. On November 30th, 2022, Visa settled the dispute in our favor as the purchase was rescheduled and a legitimate charge. Once the purchaser was notified of the dispute being settled in our favor by Visa this BBB complaint was filed.  

  Customer Answer

  Date: 02/11/2023

   I am rejecting Van Gogh's response because:

  
  

  The Beyond Van Gogh response has non-truths mixed in with truths.

  
  

  Dispute:

  I received a mail from the Van Gogh company only after I called and was directed to customer service who instead of offering me a refund sent an email directing me to reschedule.  I only had the option to 

  reschedule.  After having lots of difficulty with the process.  I saw no place to get a refund and click on a date to schedule because that where I was on their website.  I checked my calendar and did not complete the transaction because I WAS NOT AVAILABLE on upcoming dates.  I am a senior, but I work. 

  
  

  I did not complete to the transaction to reschedule.   If I had completed that transaction, I would have gotten an email confirmation with tickets for a rescheduled day.  That did not happen.  They cannot provide proof because it didn't happen. Then, I disputed the charge with my Chase bank since I did not get a refund. Yes, it is true my bank sided with the Van Gogh because Van Gogh responded to my bank with Van Gogh's non-refund clause when you purchase tickets.    My bank said they couldn't do anything about.    Again, I went to the event, and they close the event.   I tried to get a refund but was directed to reschedule.  It was not available for another date.  I never completed the transaction to reschedule.  Tickets for another date was never sent to me because I DIDN'T COMPLETE TRANSACTION.

  
  

  This is totally unethical.  When an event is closed, a person should be offered a refund.  I could not reschedule.   They need to do the right thing and give me a refund.  If they don't, I will file a complaint with the Attorney General's office.
  
  
  Sincerely,

  ***** ******
  

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