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:08/03/2022

  Type:Delivery 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 attended a concert (that was delayed twice due to COVID regulations) in which I purchased a ************ package from Sound Rink **** Sound Rink did not email updated instructions, causing me to miss the M&G 05/03/22 Per emailed instructions, arrived at ************** at 5:27 PM for scheduled ************ with the band Lacuna Coil. I was told that the ************ was already done. Tried to work with venue management as well as the band's merch manager and nothing could be done. Stayed for Lacuna Coil's set and then left.05/04/22 Emailed Sound Rink ***************** Received an email from *********************** about 20 minutes later saying Sound Rink would look into it. 05/18/22 Emailed **** via **************** email since I had not heard back in two weeks. Received no response. I also emailed ************** (the venue where the concert was held) at ********************* and let them know of my experience. I did not expect anything back from **************. I wanted this to be purely informational for them in order for a better handling response for these types of situations in the future.05/19/22 ************************* (General Manager of **************) emailed me back apologizing for the way the situation was handled. He had stated that they were not informed that the ************ was moved until the day of the show. I do not hold ************** responsible as they were not selling the ************ ticket. Sound Rink was the vendor. With this being said, **** offered me tickets to an upcoming show. I thanked him for his response and his offer. which I have not taken up as of this writing. 05/26/22 Emailed **** again. Received response an hour after this email. **** said that they had checked with the band and "had no similar complaints about the **** They had no problems at the *** reported." He then ended the email by saying I do not qualify for a refund. I emailed **** back (email attached as Final Email to Sound Rink) and have not heard since.

  Customer Answer

  Date: 08/14/2022

  Sound Rink has not responded since complaint with BBB was filed. According to previous complaints left, they have a history of taking a customers money and not fulfilling their part of the transaction. All that needed to be done on the day of the concert was the sending of an email with an updated time for the Meet & Greet. If the venue was aware on that day that the band wanted to move the Meet & Greet to an earlier time (and they were aware as indicated in the previously attached email), then this indicates a fundamental breakdown in communication on Sound Rinks part. I followed the instructions that Sound Rink provided, arrived minutes before the cut-off time, and missed out on an experience I paid for because Sound Rink decided no further action was needed to inform their customers on the day of the event. As any event organizer should know, you need to keep your customers consistently updated. This means ensuring you have the most up-to-date information to provide to them.

  I should not be punished and lose out on my hard-earned money because Sound Rink failed on their part. I also hope that this warns people on how they conduct their business. Hopefully, they can address this and turn this practice around for their future customers. As of this writing, I do not any faith that they care about their customers. They only seem to care about taking your money and running away with it. I will hold out hope that they will rectify this.

  Business Response

  Date: 09/04/2024

  Thanks for taking the time to share your feedback with us. We understand your concerns and appreciate you bringing this to our team's attention. While unexpected emergencies can impact regular service, it's important to us that our customers always feel valued and receive clear communication from our team. Please be assured that we are reviewing your experience internally so that we can better serve our customers in the future. We hope you'll give us an opportunity to serve you again, and we always welcome you to contact us directly if you need further assistance.  We will comp you for a VIP for a future show no problem, please email us, ******************************************