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:08/15/2022

  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 purchased 7 tickets for Drawn to Life on March 13, 2022 (orders # ************ and ************) for June 14, 2022, however, the show was canceled due to technical problems and Cirque du Soleil attempted to refund me the amounts of $378.8 and $515.07 for the cited orders, but my cards rejected the refund once it was canceled due to fraud. In spite of my best efforts, Cirque du Soleil has never answered the phone number they gave us. In order to resolve this issue in person, I traveled to Orlando on July 14 2020. On July 26, I found another customer service phone number and spoke to Susanne about my issue. She asked me to email my bank information to prove that I didn't receive the refund, which I did. Since the card was canceled, my bank informed me that the bank transaction needs to be re-posted as a force-posted transaction. As I didn't hear from them until August 5, I called again and spoke with Robert, who told me to call back in a week if I hadn't heard anything else. On August 12, I called again to ask about my refund and if they needed my new card number to do the refund transaction again. The guy who answered the phone said they would contact me in the same day, but they didn't. My refund has been pending for two months, and I need a solution.
  

  Business Response

  Date: 09/03/2022

  Business Response /* (1000, 5, 2022/08/23) */
  Bonjour,
  
  As discussed over the phone we will refund your orders on the CC given to the representative over the phone, you will receive it with in 5 to 7 business days.
  
  Sorry for all the inconvenient!
  
  
  Wafica
  Team Leader Chef d'équipe
  Customer Experience Expérience Client
  North America. **************
  
  International. *****************
  
  
  
  
  Consumer Response /* (2000, 7, 2022/08/27) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Despite the inconvenience, I already received the refund.

• Initial Complaint

  Date:07/20/2022

  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.

  On June 22, 2022 I purchased two tickets for $160.52 to the Cirque du Soleil Mad Apple show at the New York, New York casino for the June 25, 2022 at 7:00PM show. Unfortunately two acts we were most excited to see, including the shows highlight, 'Empire State', were not performed due to what company said was technical difficulties. As a result this significantly cut into the show run time.
  
  I spoke to the show's staff after the show ended to see if we could come back the next day and I was directed to email their Las Vegas customer service team. I proceeded to email LasVegas.***************@cirquedusoleil.com on 6/26/22, 6/28/22, 7/10/22, and 7/18/22 with no response. I also contacted the corporate office of Cirque du Soleil on 6/28/22 and 7/18/22 and I was told only the Las Vegas customer service team could assist me. I also called the Las Vegas New York New York box office and was told to email the same email address which I didn't receive a response from after five emails.
  
  This company has extremely poor customer service and failed to reply to five emails over more than a months span.
  

  Business Response

  Date: 09/03/2022

  Business Response /* (1000, 5, 2022/07/21) */
  Bonjour ****,
  We want to start by thanking you for taking the time to share your comments with us.
  
  We are sorry to hear that you were disappointed with your experience. As a company that prides itself on always pushing the boundaries of theatre technology and creativity, occasional malfunctions and technical difficulties are inevitable. The safety of our artists is of utmost importance. This is a part of the Cirque experience, as the acts can be quite dangerous. The show does continue with replacement acts if a specific part cannot be performed, as is the nature of live entertainment.
  
  For your troubles, we would like very much to re-invite you to Mad Apple, so that you may see the "Empire State" act that you were most excited for : This is for 2 complimentary tickets to one performance of your choosing - You may pick a date and time to attend, and the offer is good for 1 year starting today 7/18/2022. Please reply to this email when you are ready to book.
  Please also include the original confirmation / order number - *********, and name on the reservation - **** *******, as we have placed a note on the account.
  
  Thank you and take care,
  
  
  Consumer Response /* (3000, 7, 2022/07/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have no plans to return to Las Vegas in the next year. I was there for two weeks after attending the show originally. If your company had responded in any time of timely fashion and to the multiple phone calls and emails when I originally contacted you, I would have gladly accepted this offer. Unfortunately now I have no way to use these tickets.
  
  
  Consumer Response /* (2000, 18, 2022/08/29) */
  This case has been resolved directly with the merchant. Please close this case and mark as resolved. Thank you.