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:02/28/2024

  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.

  October 21, ***** planned a once in a lifetime experience for the family with front row seats totalling $957.00. Exactly 4 months later, ***************' dance team scheduled a dance competition on the same day as the show. We have attempted to sell the tickets to no avail. I contacted Cirque du Soleil for any help with rescheduling/credit for another show/or refund, but haven't heard from them. Any help in resolving this would be greatly appreciated.

  Business Response

  Date: 02/28/2024

  Hello.

  Cirque du Soleil is a guest in the venue and we are just responsible for the artistic part.

  ************* handles all ticket sales and we recommend the customer to contact them directly with their request.

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

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

  1-866-4HOUTIX ***************)

  Box Office is open Monday - Friday from 10am - 5pm. It is closed on weekends unless there is an event. On weekend event days, it will be open at Noon. For questions about events or box office hours, please call ************.

  Please take into account that their ticket policy is that all sales are final.

  Thank you.

  Customer Answer

  Date: 02/28/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:01/26/2024

  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 December 22, 2023 I ordered tickets to the *************, Cirque du Solei show. When we arrived the show was cancelled due to issue with the equipment. We were informed that we could contact customer service to get tickets to another show. I called several times and no one answered the phone. I left several voicemails and no calls were returned. I also sent emails requesting a refund and the email bounced back. I have been unable to reach anyone from Drawn to Life. When I contacted the mail ****** Cirque du Soleil contact number they instructed me that only Drawn to Life can issue me a refund. Could the BBB support me in getting a refund.

  Business Response

  Date: 02/12/2024

  From: ******************************************************************************
  Sent: Sunday, January 28, **** 3:04 PM
  To: *********************
  Subject: Drawn to Life - Order *************
  
  Hello Mandy,
  Thank you for reaching out to Cirque du Soleil.  Your Drawn to Life Order ************* was refunded to an account credit.
  If youd prefer the account credit to be refunded to a credit card, we will need the card information that youd like the funds to be returned to.  If youd like to redeem the credit towards tickets for a future date, we can also arrange this, just let us know the date and time youd like to attend.
  Please give us a call during office hours 11am 6pm,Pacific Standard Time

• Initial Complaint

  Date:12/23/2023

  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 purchased 3 tickets on Thursday, December 21, 2023, for the 5:30 "Drawn to Life" show for Friday, December 23, 2023. Five minutes before the gates were to open (4:55 PM), Cirque Du Soleil ******* representatives appeared at the entrance and informed hundreds of waiting customers the show was canceled. When I got home, I called Cirque Du Soleil for a refund. A Cirque Du Soleil ******* representative informed me Cirque Du Soleil ******* was not offering refunds, only a reschedule of the show or a credit for a future performance. I explained that our daughter was in town for the holidays and that this was the only opportunity we had to attend Cirque Du Soleil. Their customer service agent repeated the ************ Cirque Du Soleil ******* was offering.As the performance was canceled by Cirque Du Soleil *******, they failed to deliver the service offered; therefore, I expect a full refund of my $448.41 purchase.I suggest anyone considering a purchase with Cirque Du Soleil ******* consider Cirque Du Soleil *******'s response to my request for a refund for a show they canceled.

  Business Response

  Date: 01/16/2024

  This Order ************* for ********************* has already been cancelled, and refunded $448.41 USD to **** **** on 1/2/2024.

  Customer Answer

  Date: 01/18/2024

   
  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,
  
  *********************

• Initial Complaint

  Date:12/03/2023

  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.

  I visited your website on 11/19/2023 to purchase 4 tickets to the Drawn to Life Cirque Du Soleil show on Thanksgiving night, 11/23/2023, for the 5:30pm show. After successfully selecting the date and time of the show, I proceeded to check out on your website 4 tickets for the amount of ******. A few moments later, I received the confirmation of my tickets via email, only to see that the date was the wrong date. The tickets that were sent to me were for 11/22/2023, not 11/23. I am certain I selected the correct date on your website, so I am not sure why the tickets were sent to me for the wrong date. I called immediately and left a message. I thought for certain I would hear back, and it was only a matter of time, so I hopped on the website and tried again just a few minutes later in order to secure the right dateI didnt want to miss out on the Thanksgiving show! This time, the tickets I received were for the correct date and time 11/23 at 5:30pm (I paid $1,028.12 for four tickets). However, I now had two sets of tickets totaling over $1700. I was certain that once I talked to someone and explained what happened on your website, a refund could be issued. I left a message the next day as well, but nobody called me back. After a truly wonderful performance on Thanksgiving night, I visited the box office in **************. I waited in line and explained what happened, and they told me that while they could not refund my tickets, I should call Cirque Du Soleils **************** number, which was available daily from 10am-6pm PST, at **************. I was assured that a refund would be able to be issued, but just not from the box office. I called and left messages at this number on *****, ***** and 11.30.I am writing as I have not had success reaching customer service (**************), despite leaving 5 voicemail messages. I am seeking a refund of ******

  Business Response

  Date: 12/04/2023

  Your order ************* for 11/22 was cancelled and fully refunded $729.92 USD to AMEX ****.

• Initial Complaint

  Date:11/30/2023

  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 November 5th I purchased 3 tickets for $187.11 to Cirque Dreams Holidaze show on November 19th. On November 19th I pulled up the website and the show was removed from the list of shows. I attempted to reach out via email and ******** messenger (the only ways to contact per website) to see if show was canceled or still active. Never heard back until several days later. As it was a long drive to the show I didn't go not knowing the status of the show. When I got reply from ******** I asked about refund. I was informed to send an email request. I have sent two emails requesting a refund and have not heard back from either email. Without another way to contact this company I am requesting help from BBB. Thank you.

  Business Response

  Date: 12/19/2023

  VStar ******************* (VStar) received a refund request from a customer who purchased tickets (via a third party) to the Nov. 19, 2023, 7 p.m. CST performance of Cirque Dreams Holidaze in *********, **.
  At 4:54 p.m. CST the day of the performance, the customer sent a Direct Message to the ******************** Dreams Holidaze Instagram page inquiring whether the show was still going on as planned. As our response time via direct message exceeds two hours, we were unable to respond to him before 7:00 p.m. CST to confirm that the show was going on as scheduled. If the customer had called the venue directly, the venue would have confirmed that the show was going on as scheduled.
  On Dec. 12th, we followed up with the customer via email with the following message:
  Mr. (Customer Name),
  Thank you for taking the time to reach out. Unfortunately, we are unable to issue a refund as Cirque Dreams Holidaze went on as scheduled in Lafayette.Additionally, your tickets were purchased through a 3rd party site and not directly through the venue's ticket office. If you are able to attend another Cirque Dreams Holidaze performance in an alternate market this 2023 holiday season, wed be happy to issue you a pair of complimentary tickets (of equal or lesser value). For a list of remaining performances, please visit: *****************************************. Please respond directly to this email (or DM) with the time/date of your desired performance,and the name under which the two tickets should be held. Thank you.

  Customer Answer

  Date: 12/19/2023

   
  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:07/10/2023

  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.

  I purchased two tickets for Kurios for 26th April 2020. This was to be in *********, *********. Through no fault of yours, the show was cancelled due to Covid. Information I received stated that I would received tickets when the show was re scheduled. So far no word and Cirque is back in ********* with a different show. Could you not have honoured the tickets we have patiently waited for? Could you please tell me when we will hear about what is happening in regard to this. Thanking you in anticipation of your response. ***************************.

  Business Response

  Date: 07/27/2023

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

  Thank you for reaching our to us and we would like to start by saying on the behalf of Cirque du Soleil we truly apologize for this inconvenience.

  As discussed over the phone with one of our representative that collected your CC information we will refund you the amount of AU$ ****** that you paid for your tickets with in 5 to 10 business days.
  
  If you have any other concerns please don't hesitate to contact or email us and again thank you for your understanding!

  Order Number :  *************

  Outbox?ID :  ********  

  Merci,
  Regards

  
  ***********************
  Team leader |Chef du' equipe
  Customer Experience | Exprience Client 
  North America. **************
  International. 00-800-1-548-0000
  

   

   

   

   

  
  

• Initial Complaint

  Date:02/09/2023

  Type:Billing 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 received a Cirque du Soleil gift card a few years ago, which has become a nightmare to use. I understand that the company likely took a major hit during the pandemic but that is no excuse for not providing customer service. It seems the company decided to discontinue their gift card program so they can no longer be redeemed online. In 2022, I attempted to purchase tickets to ************************************************ in *********. After hours on the phone and being punted between Cirque du Soleil customer service and *** customer service (both via phone), I gave up and paid with my credit card. Cirque du Soleil customer service informed me it would be easier to use the gift card for a local Cirque performance so I attempted to purchase tickets to Echo in DC for Fall 2023. It took a long time for them to check the value of my gift card. They eventually got back to me over 30 minutes later and told me there was $100 on it and to pay the balance with a credit card, which I did. Fast forward a day and I got an email saying my order was cancelled. I received a voicemail saying its because their research team got the ** balance wrong. How on earth does that happen after making me wait 30+ minutes? Also, why not give me an opportunity to pay the remaining balance or cover the remainder as a courtesy (these are cheap seats)? Terrible customer service and an inability to stand behind a gift card product that Cirque du Soleil chose to sell at a point in time. I've been to over 20 of their shows over the years (since I was a child) and this will likely be my last. Not right to scam customers and not stick to your terms, such as the ability to purchase tickets online.

  Business Response

  Date: 02/10/2023

  Bonjour,

  Thank you for your interest in Cirque du Soleil!

  We do apologize for the confusion surrounding the use of your GC with us.

  Our associate who contacted you reported the situation was solved.

  We hope you enjoy our Show!

  Bonne journe!
  
  ******
  Senior Team Leader | **** d'quipe ****************** Experience | Exprience Client 
  North America. **************
  International. 00-800-1-548-0000

  Customer Answer

  Date: 02/13/2023

   
  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:02/09/2023

  Type:Billing 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.

  2/6/23 bought 2 tickets for the Circus da Soleil show at ticketsales.com site displayed on the ********* add.Price of tickets ***** each this only charge displayed before card submitted after the card I got receipt with order details **** taxes and the total 210.11.I called to cancel the tickets I thought I clicked something wrong ,I was told the tickets cannot be cancelled no refund then I asked for details on the charges. Tickets for 2 are 150.00+shipping ****+ taxes 19.22+43.00 for the service . When I downloaded the tickets it shows a price of ***** each I sent an email questioning the price never an answer

  Business Response

  Date: 02/10/2023

  Bonjour,

  Thank you for your interest in Cirque du Soleil!
  

  As discussed over the phone with one of our representative, your tickets were sold through a reseller and issue was resolved.

  For reference your Order number is 50633654.

  We hope you enjoy our Show!

  Bonne journe!

  ******
  Senior Team Leader | **** d'quipe ****************** Experience | Exprience Client 
  North America. **************
  International. 00-800-1-548-0000
  
  
  

  
  

  Customer Answer

  Date: 02/11/2023

   
  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:01/06/2023

  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.

  I purchased a mug from the Cirque de Soleil shop. The handle was broken on the mug when I received it. I contacted them, sent pictures of ************** and assumed they would replace it. They contacted me and said they would send a replacement. When I didn't receive it I contacted them again and they said they would expedite it. That's the last I've heard. I have emailed them numerous times since then and sent messages through the website and they are just totally ignoring me. The first message I sent them to tell them I received a broken mug was 11/5/2022. The total order is $24.91 which includes shipping charges and sales tax. I know this isn't a big amount but it's about being ignored and totally dismissed that is upsetting. I would really just like a replacement but a refund will do if that's all I can get. Thank you, ***********************

  Business Response

  Date: 01/09/2023

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

  We would like to start by saying on the behalf of Cirque du Soleil, we truly apologize for this inconvenience!

  As discussed over the phone with our representative ***** you will receive a refund of ***** USD to your credit card with in 5 to 10 business days.

  Full name (First, Last):   ***************************
  Customer ID :  ********
  Reason for Refund :  Mug already broken when she received it in the mail
  

  Merci,

  ***********************
  Team Leader | Chef d'quipe
  Customer Experience | Exprience Client 
  North America. **************
  International. 00-800-1-548-0000
  

  
  

• Initial Complaint

  Date:10/13/2022

  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.

  I sadely turn to BBB because frankly I'm at a loss at this time. As a die hard fan of Cirque Du Soleil, it pains me to complain about them. I have seen every ***** show, some multiple times, except for 2 (the 2 newest ones) and every traveling show that has come to my area as well as some to surrounding areas. Well tomorrow I had hoped to take care of seeing one of the 2 shows I have not seen in *****. Some more history. So Cirque made a deal with a local publication to trade some vouchers for tickets for advertising space. I happen to know the owners of the publication. They know I was a fan of cirque. They offered to sell me (again, to clarify, I paid for them) the vouchers to help them recoup some of their costs which expire at the end of the year. These vouchers according to Cirque and confirmed by the box office of one of the *** resorts, that they have to be redeemed through RSD ticketing. I have reached out to RSD multiple times through email, phone calls and voice mails with no reply. I reached out to Cirque customer service who said they couldn't do anything and referred me back to RSD. I've tried a half a dozen different numbers I've found online to try to get a hold of anyone, but they have all been dead ends (inclduing the one attached to the BBB listing). Because of work we are limited on when we can travel. We had to book our hotel as rooms were shooting up in price during the 2 day window we had. Now we are set to leave after work, driving nearly 8 hours to a hotel we can't cancel and get a refund all because we wanted to see a show that we don't have tickets for. On top of it we were hoping to introduce our 2 kids to Cirque as they are both old enough to appreciate it and my son is a big ***************************** fan, the show we had planned to see. We will end up spending 100's of dollars in gas, hotel rooms and food to mainly hang out at the pool and see a few sights. My hope is someone will see this in the next 24 hours helpusoit

  Business Response

  Date: 10/14/2022

  ************************* has already been assisted, received their 2 complimentary tickets from their expired 2020 voucher, and an additional 2 complimentary tickets.