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:10/15/2024

  Type:Service or Repair 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 booked the Diva Royale Drag show for Saturday Oct. 5. On Friday I received a text from an unknown iPhone number stating that Fridays drag show location had changed (to a very sketchy gentlemans club outside of town) and that I needed to reply to the message to confirm. I didnt think much of it as it was referencing the Friday show and we were set to attend on Saturday, so I did not reply. I then receive another text from that same number stating there was a correction and that the change was for Saturday. I also received another text from another random iPhone number telling me they had important information about the drag show and gave me a number to call. I was still skeptical so I called the location on the original booking to see if they had a location change and no one answered. I called 3 more times throughout the day and never got anyone on the phone. They failed to communicate properly and therefore we were unable to attend the show (if it even occurred). Im not even entirely sure that the iphone numbers that texted me are even associated with the Drag Show and was unable to confirm because no one answered the phone number that was on my booking information. Horrible communication and incredibly sketchy. And they refused to give me back my money.

  Business Response

  Date: 10/23/2024

  The customer was notified via text and phone calls of the address change, see confirmed it (see attached). 

  Changing locations is provisioned on the policy posted on our website and agreed by you prior to purchase. We do not offer refunds, but we are willing to let her reschedule.

  Customer Answer

  Date: 10/23/2024

   
  I am rejecting this response because:
  
  I did receive a text update about the location change. However, it came from an unlisted iPhone number. And then I got another message from an unlisted iPhone number. Neither of which can be found anywhere on the Diva Royale site nor the Batch app. Diva Royale also failed to answer their listed phone number from their site when I called 4 times to confirm that the location change was legitimate and not a scam. Especially given it was from two different random iPhone numbers with incorrect information. 
  

  I do not want to reschedule as I do not trust the legitimacy of this company, nor do I live in the area. This was for a special trip and the communication and response to it is unacceptable. I am requesting a full refund. 

  Business Response

  Date: 10/30/2024

  The phone number that texted the change of address (and you confirmed to) is a computer system. We believe you tried to call back that number and not the one that asked you to call as there are not missed calls from you. Either way, our official office number is listed on our official website. 

  Again, Changing locations is provisioned on the policy posted on our website and agreed by you prior to purchase. We do not offer refunds, sorry!