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:02/04/2025

  Type:Order 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.

  spent $633.92 for entry of 6 people and bottle service for a drag show. Booking #********* I paid over $600 for a table with bottle service, expecting an enjoyable and professionally organized event. Instead, I witnessed a total disaster that was nothing short of a scam.The show was already supposed to start between 7-8 PM, but after significant delays, it began almost an hour later, with no explanation or apology. Even worse, the champagne I paid for was nearly forgotten--this is completely *************** if that weren't bad enough, there was no DJ, which is beyond unprofessional for an event of this nature. The drag queens were visibly distressed, and one of them even admitted that the event was a mess. The situation only worsened when you resorted to using a TouchTunes jukebox in the bar, which didn't even have the correct music. Watching the queens struggle with this amateur setup was painful, and one queen was so frustrated she stormed off stage ******************* of the performers stormed off stage when her music was not working, not to be seen again. We paid for an hour show and maybe saw 15 minutes. It was also clear that the venue change--done at the last minute--was evidence that you didn't have a plan in place. You waited to see how many reservations you could secure, and then scrambled to find a location. This level of unprofessionalism and poor planning is unacceptable and unethical. It feels like I was sold a show that didn't even exist, and I've now learned this has been a recurring issue in multiple cities, based on online ********** add insult to injury, the bar staff had no idea what was happening or what event they were hosting. It's clear they weren't given any proper information or training on the ******** the end of the day, this was a complete rip-off. The show was an embarrassment to everyone involved. This event was nothing more than a scam, and they know it.

  Business Response

  Date: 02/17/2025

  Dear Better Business Bureau,
  
  We acknowledge Ms. ******* concerns regarding her experience at Illusions The Drag Queen Show in ************. Our company promptly responded to her initial email and offered a resolution in good faith by extending an invitation for her to attend another show with complimentary tickets.
  
  As stated in our clearly defined policies, which are available on our website and agreed to at the time of purchase, we do not offer refunds. The policies also state that event locations and showtimes may be subject to change. Ms. ******* dissatisfaction appears to stem from personal expectations rather than any failure on our part to deliver the services as advertised. The show took place as scheduled, and all purchased elements, including VIP table accommodations, were provided.
  
  Regarding the champagne, Ms. ****** did not purchase a bottle separately; rather, a complimentary bottle was included as part of the VIP Group Discount Package. While the venue was unable to provide its standard offering, a superior bottle was provided at no additional cost.
  
  Our company remains committed to customer satisfaction and has taken appropriate steps to address Ms. ******* concerns, despite her request falling outside our standard refund policy. We trust this matter can now be considered resolved.

  Customer Answer

  Date: 02/18/2025

   
  I am rejecting this response because:
  I was sold a show that was supposed to be an hour long. Personal expectations does not align with complaint I have submitted, and is honestly a rediculous response on their end. This organization provided a performance that was maybe, 15 minutes long. They keep insisting they put on a show, however they fail to speak to the quality provided. A drag queen literally walked off stage because the working conditions were so poor! The queens couldnt even perform the songs they had prepared because the juke box at the bar didnt have them. This show was a total disgrace. It was completely unprofessional. Yes they offered me to attend another show, but at this point I do not want to attend anything else they are producing because I do not trust their quality or integrity to deliver something of quality. 

  Business Response

  Date: 02/24/2025

  Dear Better Business Bureau,

  
  We acknowledge Ms. ******* continued dissatisfaction with her experience at Illusions The Drag Queen Show. However, we stand by our previous response and would like to reaffirm that we delivered the event as advertised, provided all purchased items, and offered a resolution in good faith.

  Ms. ****** purchased a VIP Group Discount Package, which included entry for six guests and a complimentary bottle of champagne. The show was successfully conducted, and while unforeseen technical difficulties led to a delay, the performance still took place. The champagne included in her package was providedupgraded at no additional charge due to venue stock limitations.

  We understand that Ms. ******* personal expectations were not met, but her claims that the event was a scam are inaccurate. As stated in our booking terms, event locations and times are subject to change, and all sales are final. These terms were agreed to at the time of purchase.

  In an effort to address her concerns, we offered Ms. ****** a complimentary ticket package to attend a future show at another location. While we recognize that this offer is not to her satisfaction, it remains our only available resolution in accordance with our policies.

  At this time, we consider this matter closed.

  Customer Answer

  Date: 02/24/2025

   
  I am rejecting this response because: You are still unwilling to acknowledge the fact that this show was not of quality. 
  

  It is clear to me that you are unable to accept any accountability for, as what even one of the queens, Ms ****** declared a mess. I paid for an hour show, from 8-9, and saw maybe 15 minutes of performances. Sure, in the fine print it was stated times are subject to change but that is to be anticipated with a prior notice. Simply starting nearly an hour late after all of the paying attendees and queens are there in the room is not the same.
  
  Also, the drag queens had other jobs booked for that night and were absolutely not prepared for the time slot they ended up performing for under Illusions. So the argument that times are subject to change is not a fair statement when the talent is not able to stay for the time that Illusions actually started the show. They stayed as long as they could out of the kindness of their hearts, but they had other jobs they had to go to and were planning to have been done at 9 as the show supposed to be done then. 

  Also, you still have yet to acknowledge the fact that one of the performers was so upset she stormed off the stage. There is no way you can argue that a queen leaving during the middle of a song because the conditions were so poor was, as advertised as you keep claiming. 
  

  I simply wanted your organization to own up to what took place and it is evident that no such accountability will be taken.