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:04/08/2025

  Type:Product 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.

  April 1, 2025, I was in ******* and tried to purchase tickets online on Tuesday for Thursdays show of Drawn to Life at **************. I found the link through a pamphlet at a ************. The website took my card information but the tickets window kept spinning for over 20 minutes. I did not receive my tickets. I called the number on the website and was instructed that I needed to call the local number. When I called the local number, I left a message that same night regarding the tickets as there was no option to speak to an actual person. I went to the box office the next day and spoke to the teller. She could see that the tickets I tried to purchase had since been purchased by someone else. My credit card account showed that the original charge was pending. When speaking with the teller, we deduced that the pending charge would most likely go away since I did not receive the tickets. I purchased different tickets for the show at the box office. Thursday morning the charge hit my account. Thursday I left another message regarding the charge on my card as there was again no option to speak to a person. Again, I went to the box office and spoke to the same teller. She said that she had received a message from the online ordering that the mistake was recognized and my card should be credited within 48 hours. It has been 4 business days since receiving the message that I should have my refund within ************************************************************************* acknowledgement that any of my messages are *********** card has still not been credited. Please contact me regarding crediting my account. The 2 tickets I attempted to purchase were in Section 101 ********** I was charged ****** for tickets I did not receive. I would like a full refund.

  Business Response

  Date: 04/08/2025

  Hello *****, 

  Thank you for reaching out and making us aware of the situation, we in fact did have a system glitch about a week ago and we've had many issues in regards to double charges. I have contacted our internal finance/ticketing team, and they have found the charge. They have fully refunded the first charge and made me aware that it would take between 3-5 business days for the charge to be reflected back into your account. I have attached a screenshot of the email I received today. If by the 5th business day, you do not receive your funds please reach back out to us, we would be more than happy to look into this for you. 

  Customer Answer

  Date: 04/10/2025

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

• Initial Complaint

  Date:04/01/2025

  Type:Product 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.

  I have reached out over the last 6 days asking for a refund that I got an email about last minute. I bought these tickets over a month ago for my husband for his birthday and I have reached out over social media multiple emails and no one has reached back to me. I got one email that said I got a refund and I never got a refund so here I am out $184 and no one is talking to me at all.

  Business Response

  Date: 04/14/2025

  Bonjour,
  
  We received your BBB complaint regarding the refund for your tickets on April 5th. We apologize for any inconvenience this may have caused.

  We have attempted to contact you over the past few days, but unfortunately, we haven't been able to reach you. Please let us know a convenient time for us to call you back.

  To confirm, the number we have been calling is **************. Please let us know if this is correct.
   
  Merci,

  Business Response

  Date: 04/14/2025

  Date Sent: 4/14/2025 6:54:24 AM
  

  Bonjour,
  
  We received your BBB complaint regarding the refund for your tickets on April 5th. We apologize for any inconvenience this may have caused.

  We have attempted to contact you over the past few days, but unfortunately, we haven't been able to reach you. Please let us know a convenient time for us to call you back.

  To confirm, the number we have been calling is **************. Please let us know if this is correct.
   
  Merci,

  Customer Answer

  Date: 04/14/2025

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

• Initial Complaint

  Date:03/11/2025

  Type:Product 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.

  On February 6, 2026, my family purchased four tickets to the February 18, 2025 7:00 performance of Mystere at the ******************* through the ** website. The website identified certain sections that had obstructed views - the tickets we purchased were in sections that were NOT disclosed as having obstructed views. When we arrived at the show, we found that two of our four seats had partially obstructed views (Section 206 / Row BB / Seats *****). Again, this was not disclosed on either the ticketing website or on the tickets themselves. After the performance we contacted the ** box office by email to request a partial refund. ** refused. The representative claimed all requests for refund had to be made prior to the performance. I explained that it had not been possible to request a refund prior to the performance, as it was not until we arrived at the theater that it became clear that the view was partially obstructed (because the box office had failed to disclose the view was partially obstructed). I am seeking a partial refund of $100.

  Business Response

  Date: 03/19/2025

  Hello, 

  We truly do apologize for the inconvenience of the obstructed view; would you be interested in coming back in rewatching the show free of charge in a better seating location? Please let me know if this is something you would be interested in. I can extend this offer for up to two years. 

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23005476
  
  Thank you for your response.  I am rejecting the offer because: we do not live locally - we live on the other side of the country - and so cannot attend another performance. We attended the performance in question while visiting ********* on vacation. 
  

  I am renewing my request for a partial refund. 
  
  Sincerely,
  ****** *****

  Business Response

  Date: 03/24/2025

  Hello, 

  Thank you for the follow up, I have spoken to the box office, and they are approving the partial refund. Due to ticket cost, they are going to be refunding you a total of $99.61. They have processed that refund, please allow 3-7 business days for the funds to reflect back into your account. 

  Customer Answer

  Date: 03/24/2025

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

• Initial Complaint

  Date:02/25/2025

  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 paid for three tickets to drawn to life the money cleared from my checking account and they have never emailed me my tickets When u call customer service u just forced to leave a voicemail that nobody calls u back! Where are my tickets or my money?

  Business Response

  Date: 02/25/2025

  Hello, 

  I have located your account and re-sent the tickets to your email at *********************** If you would like to have your tickets fully refunded, I can process that for you as well.

   

• Initial Complaint

  Date:12/03/2024

  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.

  On November 26, 2024 I bought 9 tickets for Drawn to Life and erroneously selected the incorrect date. That same day, I sent an email to Cirque Du Solei customer service department dedicated exclusively for Drawn to Life and received a reply email from ********************************************************** regarding order #*************. I followed the instructions provided but have been unable to reach a customer service representative. Initially, it seemed the Thanksgiving holiday schedule caused the delay. However, on *** November 30th during operating hours, I encountered a message stating assistance is unavailable and the voicemail box is full.Inn my original email to customer support I stated that I was not requesting a refund but rather a change of date. I mistakenly selected tickets for the May 1, 2025, show at 8 PM when I intended to book the March 1, 2025, show at 8 PM.This is extremely important to us as my wife and I live in ******** and are planning a trip to ******* next year with extended family. We are huge and loyal fans of Cirque du Soleil, and this change is critical to our plans. The amount spent on these tickets represents a significant financial commitment, and we simply cannot afford to lose it.If possible, I would greatly appreciate a callback. My wife, whose credit card was used for the transaction, is currently in the **** and can receive calls at **************. Please let us know a date and time, and she will be available. Alternatively, I can be reached via WhatsApp at *************.Since I have not been able to get to a customer support agent or receive a call back and this matter is extremely urgent, I am writing via this avenue with hopes of a prompt resolution. I sincerely thank you for your time and urgent attention to this matter. We are eagerly awaiting your response.

  Business Response

  Date: 12/03/2024

  Hello ******, 

  We are deeply sorry for the inconvenience caused to you, I have exchanged your tickets and upgraded you as well. I gave you a call and verified the new tickets with the correct date and time.

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair 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.

  I paid $184.40 for tickets to the 10/02/24 showing of Cirque Du Soleil: Songblazers on 05/08/24. I found the show to be unnecessarily drawn out and lacking in content. After doing a bit more research, Im realizing that the show that I saw was missing at least two acts. The Acro Bar and the Aerial Rope Act. One of the main characters (*****) was completely absent. That perhaps explains the lack of dialogue/plot and difficulty to stay engaged. Disappointing to receive a product that is less than what you payed for. Needless to say I feel ripped off. At the very least, a good explanation is warranted.

  Business Response

  Date: 10/09/2024

  Bonjour Peter Rioux, 

  We are offering you and one of your guests for a total of 2 tickets for the value of $184.40  to attend any Cirque du Soleil touring shows under the Grand Chapiteau (Big Top) or one of our arenas touring shows.
  Please note that these tickets cannot be used for our resident shows in Las Vegas :  Mystère, "O", Michael Jackson One, KÀ, Mad Apple, LOVE, as well as La Joyà in Riviera Maya and special collaborations such as Messi 10, Série hommage .

  To obtain these tickets, please contact our customer service at 1-877-924-7783, and we will be glad to book them for you.
  
  Our business hours are Monday to Sunday, from 6h00AM until 11h30PM Eastern Time.
  
  A copy of this e-mail will also be in your file. Please note that the tickets are subject to availability and the category of seats cannot be guaranteed, but we will do our best to provide you with the best seats possible.
  
  Here is your account information:
  Customer ID:14172107
  Number of seats: 2
  
  To keep track of the cities we are visiting; please go to our website, www.cirquedusoleil.com. If you are not already a Cirque Club member, you can also join for free to be alerted by e-mail whenever we have an event in your area.
  
  Once again, we are sorry for this unfortunate situation, and we hope to see you soon!

  Wafica Debek
  Team leader| chef d'équipe
  Customer Experience | Expérience Client 
  North America. 1-877-924-7783
  International. 00-800-1-548-0000
  
  

  Business Response

  Date: 10/10/2024

  Date Sent: 10/9/2024 10:48:50 AM
  

  Bonjour Peter Rioux, 

  We are offering you and one of your guests for a total of 2 tickets for the value of $184.40  to attend any Cirque du Soleil touring shows under the Grand Chapiteau (Big Top) or one of our arenas touring shows.
  Please note that these tickets cannot be used for our resident shows in Las Vegas :  Mystère, "O", Michael Jackson One, KÀ, Mad Apple, LOVE, as well as La Joyà in Riviera Maya and special collaborations such as Messi 10, Série hommage .

  To obtain these tickets, please contact our customer service at 1-877-924-7783, and we will be glad to book them for you.
  
  Our business hours are Monday to Sunday, from 6h00AM until 11h30PM Eastern Time.
  
  A copy of this e-mail will also be in your file. Please note that the tickets are subject to availability and the category of seats cannot be guaranteed, but we will do our best to provide you with the best seats possible.
  
  Here is your account information:
  Customer ID:14172107
  Number of seats: 2
  
  To keep track of the cities we are visiting; please go to our website, www.cirquedusoleil.com. If you are not already a Cirque Club member, you can also join for free to be alerted by e-mail whenever we have an event in your area.
  
  Once again, we are sorry for this unfortunate situation, and we hope to see you soon!

  Wafica Debek
  Team leader| chef d'équipe
  Customer Experience | Expérience Client 
  North America. 1-877-924-7783
  International. 00-800-1-548-0000

  Customer Answer

  Date: 10/17/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22373802, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Peter Rioux

• Initial Complaint

  Date:10/01/2024

  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.

  My partner thought he was buying us tickets through the cirque du soleil website for $55 each.but when he got his bank statement the total was $619 for 2 general admission seats.we were nit seated in front row we did not have VIP tickets.we sat in the 3rd row from the back.when I emailed about a refund because we were traumatized after the hoop aerial artist fell 20ft onto the stage and left.they were emailing me back asking for all kinds of information and proof which i sent it all.and they told me they wont refund unless bought through them but continued to tell me that they were purchased through a 3rd party reseller.which they were not! On the bank statement it states the tickets were purchased through cirque.after i sent the bank statement they refuse to respond to my emails.proving to me that scammed us .this was the Kooza show august 24th at the ***********.

  Business Response

  Date: 10/02/2024

  Bonjour **** *******,

  
  We apologize for the inconvenience and appreciate you taking the time to share your recent experience at our show.

  
  We have been following up on your case and have tried to contact you by phone several times without success at the following number: **************.

  
  We attempted to reach you on the following dates: September 10, 11, 12, and 17, but were unable to connect.

  
  Could you please provide us with a contact phone number and a convenient date and time for us to follow up on your case?

  
  Thank you very much for your cooperation.

  Best regards,
  ****** *****
  Teamleader | Chef d'quipe
  Customer Experience | Exprience Client 
  *************. **************
  International. 00-800-1-548-0000
  

  Business Response

  Date: 10/02/2024

  Bonjour **** *******,

  After investigating, we found that these tickets were sold through an unauthorized reseller, so we do not have access to the money you paid. You will need to contact the phone number provided on the payment proof you sent. Here are the details:

  Ticket ******************** LP ******************************************* Phone: **************

  As a gesture of goodwill, we would like to offer you 2 free tickets to watch any big top show in your area at the same price level you previously paid, with no expiration date.

  Feel free to give us a call whenever you want to book these tickets.

  Thank you and best regards,
  ****** *****
  Teamleader | Chef d'quipe
  Customer Experience | Exprience Client 
  *************. **************
  International. 00-800-1-548-0000

  Customer Answer

  Date: 10/02/2024

  They are lying! We did not order those tickets through a 3rd party.the money was taken out of our bank under cirque du soleil.we ordered the tickets through cirque du soleil.we ordered two $55.00 tickets and were charged $619 for non VIP tickets.these were general admission tickets that we were charged an ungodly amount for back row.when we ordered tickets through cirque du soleil thats who we thought were selling us our tickets.nowhere does it disclose any information telling us they are directing you to a 3rd party.I was on the phone wuth them today arguing over ******* proof states the tickets were sold to us from cirque du soleil.all we want is our money back.

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22353906
  
  I am rejecting this response because:
  

  Date Sent: 10/2/2024 5:18:02 PM
  They are lying! We did not order those tickets through a 3rd party.the money was taken out of our bank under cirque du soleil.we ordered the tickets through cirque du soleil.we ordered two $55.00 tickets and were charged $619 for non VIP tickets.these were general admission tickets that we were charged an ungodly amount for back row.when we ordered tickets through cirque du soleil thats who we thought were selling us our tickets.nowhere does it disclose any information telling us they are directing you to a 3rd party.I was on the phone with them today arguing over ******* proof states the tickets were sold to us from cirque du soleil.all we want is our money back.

  
  Sincerely,
  
  **** ******* & ******* St Clair

  Business Response

  Date: 10/02/2024

  ******* **** and *******,
  
  In your proof of statement, there is a phone number listed as ************.
  
  Please note that this number belongs to *************************** LP, a company that resells tickets, and not Cirque du Soleil.
  
  Here is their contact information: *************************** LP ******************************************* Phone: **************
  Here is a link to their profile as well on the BBB portal: ****************************************************************************************************************************
  
  We recommend reviewing their information and contacting them directly.
  
  Since they are a reseller, we are unable to assist further as we do not have your payment; they do, as indicated by your statement.
  
  Given that we have no control over this situation, we offered you two reinvites as compensation, which you declined on the phone.
  
  Unfortunately, we cannot proceed further with this complaint.
  
  Merci et bonne journe
  
  Maxime
  Senior ************************************** | Centre Contact Clients
  ****** & *** : 1-877-9 CIRQUE (247783)
  International : 00-800-1-548-0000 or 0011-800-1-548-0000

  Customer Answer

  Date: 10/05/2024

  Why would we buy resold tickets for when they are online for $55 each.why dont you understand what is going on here.we ordered them from cirque du soleil .com the company routed us to a reseller which then scammed ******* for $619  for two $55.00 tickets.this was not a sold out show ever so there would be no reason to order from a reseller.who looks for tickets from a reseller when you can buy them online cheaper.cirque literally has something in connection with these resellers.why would we accept $55.00 tickets in replacement for $619.00 tickets.these were regular seats not VIP.we got scammed for $****** very disappointed that you closed this case.treating us like were just disatified customers when thats not the case at all here its the money.we cant afford to spend almost $1000 on $55.00 tickets.why are you not adding up the problem here.$55x2=$110 add on some service fees and lets say $200 for tickets at $55.00.another $100  just in service fees still seems like alot.that dosent make you scratch your head and say wait that dosent add up at all.maybe we should look into this reseller person and see whats going on there.obviously someone is scamming people.again very dissappointed in you closing my case.

  Business Response

  Date: 10/11/2024

  ******* **** and *******,
  
  We attempted to contact you several times to clarify this, but were unable to reach you.
  
  We do not redirect to any external resellers on our website;
  
  Should you have chosen to purchase tickets from us, they would be available at the prices listed for the seating options on our website.

  We recommend contacting your bank to request a chargeback if you believe this purchase was not legitimate and to inquire about the origin of this. charge.
  
  Merci et bonne journe
  
  Maxime
  Senior Team Leader
  Customer ************** | Centre Contact Clients
  ****** & *** : 1-877-9 CIRQUE (247783)
  International : 00-800-1-548-0000 or 0011-800-1-548-0000

• Initial Complaint

  Date:08/19/2024

  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 bought tickets to a show and after the 14 day return window I got a call on my birthday asking if I was going to let them take my wheelchair away or if they could cancel the tickets. Only after 17 more calls I found out it was a partial refund since it was past the ***************************************************************************************************************** I have asked for a a manager to call my back the few times I got someone to actually listen to me which was maybe 7 to 9 times. Over the last several weeks I have gotten no calls. Not a single one. I would still like to go but at the same time I think it is ruined so I dont know anymore. If they can make this right I might still be willing to go but just today I had their *** just sit on the phone in complete silence for over ********************************************************** He didnt even have the ***** to hang up. Just sat there typing or clicking something not caring at all. They completely ruined my birthday and my present to myself. I want a manager to contact me and I want them to make this right.

  Business Response

  Date: 08/20/2024

  Mme. ********* was contacted by a supervisor like she requeste and besides resolving the issue that caused her discontent, we offered a compensation that she appreciated.

  She is entitled to 2 complimentary tickets for a future Big Top show. This was informed to her verbally and in writing.

  Thank you.

  Customer Answer

  Date: 08/21/2024

  I want to make it clear that my acceptance of this does not negate the fact that they have made it clear they are not *** compliant. Even the venue has informed me that they have received conflicting information and were concerned something like this was going to occur. This is a simply fix of a few lines of code on their website that needs to be fixed. They need to train their staff on how to call people. They need to train their staff on what the *** is. They need to train their staff on how to address these issues that they create. I shouldnt have to fight to be able to go to a show or to get a refund simply because they waited to inform me after the return window. I should not be punished for their failure to comply. They have violated *** law and Im concerned about all the attendees with walkers who do not know their walkers will be taken from them during the show. 

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22155461
  
  I am rejecting this response because: there are other attendees who still do not know their mobility aids will be taken from them because you havent called everyone. You only call the wheelchair tickets. Until your website is fixed and makes it so when someone specifies wheelchair ticket it will only let them purchase seats that can be removed so a wheelchair user can stay in their chair or state that wheelchair users must call to reserve their tickets to insure compatibility and it states before you purchase tickets that your ****** and wheelchair will be taken from you during the show I will not accept any response because you are still in violation of the ada. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/21/2024

  Hello.

  As far as we understand, Mme. ********* has accepted the compensation we offered.

  We also understand that she wants to flag her disatisfaction with the accessible seating bookings online and we want to reassure that we are reviewing the process to do the necessary improvements.

• Initial Complaint

  Date:06/18/2024

  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.

  The Group Sales "Manager", ************************************* is the one that assisted me with my group ticket sale. I purchased 10 seat tickets for Tuesday - June 11th at 7pm. He gave me tickets to Wednesday the 12th at 7pm. None of our email exchanges said Wed the 12th. The contract I signed even has noted on there Tuesday the 11th !! They were unable to find my tickets at the box office because of that. I tried calling, emailing, and texting him and NO response. It's been about a week since this happened and still NOTHING heard back from him. No apologies or NOTHING. The lady at the counter said this has been happening a lot lately since the show is coming to an end, the group sales "managers" don't care. We missed half of the beginning of the show because we needed a manager to come help. To make up for the mistake that wasn't even theirs, they were able to provide me tickets for the later showing of 9:30. However, 2 of the 10 people were unable to attend due to work. Not only that, but the tickets for the later showing are much cheaper than the 7pm showing. They said I would need to work it out with the Group Sales Team but yet, I still haven't heard back. I need a refund for the 2 tickets that were not able to be used.

  Business Response

  Date: 07/05/2024

  The guest ***************************** has been refunded in full back to the ***************** The refund transaction date was processed on June 20th in the amount of $1,150.00. I have attached documentation of the refund transaction.  

• Initial Complaint

  Date:03/19/2024

  Type:Product 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.

  I ordered the ticket for ***** in ************* on 3/14 and arrived to the show at 3/15. I paid in total of $189 for 1 ticket.The press kit website indicated that the ***** show would include the act Wheel of Death, Balancing the Chairs and Unicycle Duo. The press kit could be reference here: ************************************************************************************* In the trailer (************************************************), Wheel of Death was featured 4 times at 0:03, 0:20, 0:39, 0:51. Balancing the Chairs was featured 2 times at 0:18 and 0:30. The Unicycle Duo was featured once in 0:52. From the trailer, you can tell that Wheel of Death is heavily advertised.Both Wheel of Death and Balancing the Chair were also featured as in the promotion poster (attached)When I ordered the day before the performance, there was no indication on the website about the missing act. There was no announcements made by the staff prior to the performance. There was no option to refund due to missing acts. When I reached out to the customer service via email, Instagram and phone calls, they said due to the nature of live performance, acts often rotates. They said they cant do anything. 33% of the performance is missing and they think its okay. The mainly featured acts are not on the show but they still charge the regular price.I believe this is false advertising and using the excuse of nature of live performances makes the circus able to not provide the show promised. I would like to request a refund and my order number is *************

  Business Response

  Date: 03/19/2024

  Hello,

   

  We communicated directly with the customer and offer new tickets of the same category, for a future show.

  They accepted the offer.

   

  Thank you.

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21450288
  
  I am rejecting this response because: I said I am considering the settlement. Afterward, I called the customer service that I am asking for a refund, not a replacement.

  
  
  Sincerely,
  
  *****************

  Business Response

  Date: 03/22/2024

  Hello,

   

  After contacting the customer back, on top of granting the complimentary ticket, we refunded a 30% of their order.

  The refund done was for a total of $57.00. Pleas see attachment.

  Mme. *** expressed being satisfied with this resolution.

  Customer Answer

  Date: 03/27/2024

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