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:04/30/2024

  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.

  Transaction Date: 4/21/2024 The amount of money paid to the business: $75 What the business committed to provide you: A photo opp with a celebrity at a Comic Con. What the nature of the dispute is: This business did not have adequate instructions and information at the place where the event took place which resulted in me being confused as to where I would be able to access the service I paid for. So, I missed the opportunity to complete the photo opp I paid for. I reached out to the customer service for the business in a very professional manner but they have not responded in the same way. Whether or not the business has tried to resolve the problem: The business is not attempting to assist me regarding a request for a refund. They responded with a tone in which I am inconveniencing them and that I am, for the lack of better words, dumb for not being able to follow instructions properly. I provided my experience to them in hopes for them to understand and offer a refund for this mistake. They are only offering credit for an upcoming Comic Con where they will offer the same service but that is even more of an inconvenience since it would involve traveling and more money being spent. They DO have the ability to refund due to their policy of cancellations but it seems like this business is in the market to scam people into believing that this photo op is the only opportunity to take a photo with the guest given that they advertise themselves on the convention center site. When it is NOT.Account/Order: I received a QR code but I do have an email to attach if necessary. The Transition ID: ***************************

  Business Response

  Date: 05/02/2024

  Hello,

  Tickets are stated as non refundable. There is information on our website, as well as a video we posted showing the location of the photo op area.
  Our email that was sent to the buyer explaining the tickets are non refundable and offering a credit was not at all in any tone that was either rude or unprofessional. I have uploaded the actual email for you to view. Our offer of the credit still stands and the buyer claiming we are a scam is rather absurd. Out of all of the photo ops purchased for this particular event, this was the only occurrence of someone being in the incorrect area. There is some responsibility that has to be placed on the buyer to ensure they are in the correct location for their photo op at the scheduled time for their photo op. 
  The ticketing page, as well as the confirmation email and the events information page on our site all state that photo ops are non refundable. Offering a credit was not something we had to do but did offer in this case. 
  
  

  Customer Answer

  Date: 05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  The business provided screenshots of my responses and indicated in their response that I referred to their business as a "scam" - no where in the email exchanges, nor in the ones they provided did I use the word or indicate that. Proof of that, provided in those screenshots. 

  Their response regarding holding tight to the non-refundable tickets make sense regarding purposefully missed times would suffice for actively missing the photo opportunity. Out of not going or not making it on time to the location for whatever reason. Their statement regarding my ticket being the only one that was not used and indicating that out of all the celebrity photo ops, not one was missed is actually not true.

   At the convention, I met a friend who shared their experience in which they missed their photo opportunity as well. And since there were people who worked for this business at the location, they advised her she can use her ticket for the next day. This was for a different celebrity guest, yes, but similar experience. Unfortunately this friend is a nurse so I have not been able to really recieve specifics about her experience. Irregardless, it shouldn't be proof for them to help me.

  The fact that they are stating they don't usually offer credits it not necessarily a true statement either since on the website where the ticket is located, you can choose another photo op with a different celebrity or equal value (or more if the photo op for that celebrity costs more).

  Let's say I did agree to their credit offer - this offer is for conventions. Ones that occur once a year or in various parts of the country. Traveling to another convention to utilize that credit would just cost me more. That is why I did not accept the credit offer. It is not a realistic approach for this particular issue. 

  There were a few email responses between the business and I. The tone of the emails do not match any other businesses I have personally dealt with which resulted in me expressing that I felt them to be unprofessional in their tone. I have not called or referred to the business as being anything but in this response, to the BBB of all entities, they refer to my issue with no sympathy or understanding. Not even a partial refund AND they express that my concern is "absurd". 

  For clarification, I was at the location/event. I ended up taking a photo with the celebrity at their own booth where I had to pay an additional amount that I shouldn't have needed to if the process with Celeb Photo Ops was seamless. 

  
  Regards,
  
  *************************

  
  

• Initial Complaint

  Date:12/31/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Date of original transaction was on 08/21/2022. Transaction number of the purchase was ch_3LZRUIrTQsvgVcv26B9HH1c. Total amount or the transaction is $143.19. This purchase consisted of a Photo Op with actor *************************** at Steel City Con by Celeb Photo Ops for 12/11/2022. This was a gift for my brother who passed away from cancer 4 days before the event and the funeral service was on the day of the event. We obviously could not attend the event. I read terms and agreements and explained to the business why we could not be there and asked for a refund to be issued. Refunds could be issued the Wednesday before the event. My brother passed away Wednesday night. My first attempt to contact them was the next day and get this matter resolved. They have not responded to any of my several attempts to reach out to have the matter resolved. I have tried to contact this business 3 different times. I even reached out to Steel City Con about this matter and they could not help me. Celeb Photo Ops only contact is by email and do not have a telephone number listed on their website. They have not issued a refund or have contacted me in any form. The photo op was never used and can no longer be used. I am still in possession of the ticket for the event.

  Business Response

  Date: 01/03/2023

  I have gone ahead and refunded this transaction. However, I did so simply because of the alleged circumstance. Please understand that in the 12 years we have done this, we have heard every reason as to why someone deserves a refund after the clearly stated deadline. We currently have the most liberal refund policy in comic con photo ops, yet every time we get a reason why someone deserves a refund after the stated deadline. 

  Due to these issues, we are being forced into a non refundable ticket policy moving forward. Refunds after the deadline cost us money out of pocket as talent have been paid out for sales of tickets at the time of the event.

  Customer Answer

  Date: 01/04/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***************************