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Business Profile

Theatre

Radio City Music Hall

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Theatre.

Complaints

This profile includes complaints for Radio City Music Hall's headquarters and its corporate-owned locations. To view all corporate locations, see

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Radio City Music Hall has 2 locations, listed below.

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    • Radio City Music Hall

      1260 Avenue of the Americas New York, NY 10020

    • Radio City Music Hall

      c/o MSG Sports & Entertainment, LLC 2 Pennsylvania Plaza, 16th Floor New York, NY 10121

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/26/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 the 6th of April of 2024, my family and I attended a concert at Radio City Music Hall. Since we entered the venue we felt targeted and harassed by the staff of this venue. In several instances the staff threaten my family and I with police involvement when my family and I were following the venue guidelines and were not causing any disturbances. The staff members were very aggressive and refused to provide us with standard care that was provided to other guests. We have reached out the the venue several times with regards to the events that occurred, but have only received a phone call from the staff. All of our messages have been ignored since this phone call, which was nothing more than an insincere apology. We felt discriminated against by male staff, and this this venue should be investigated for their conflict resolution tactics that clearly do not involve any sort of conflict resolution and are full of intimidating tactics. Horrible experience.

    • Initial Complaint

      Date:11/16/2022

      Type:Product Issues
      Status:
      Unanswered
      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 wanted to relate my experience with an apparently unscrupulous business practice and to seek your assistance. Background. My son lives in ******* and we live in ** . This year my son said his famly was going to be in *** for Thanksgiving and invited ** to join. I offered to buy tickets to the Rockettes Xmas Show as my treat. Tickets are sold through Ticketmaster and I used that site But I botched the ordering and somewhow ended up with the wrong date, For a fee of $10 per ticket , I got tickets for the right date. Friday , Nov. 30th 10 am. The catch was the tickets were at Will Call. OK. Then disaster struck. My wife and I tested positive for Covid 9 days ago (we now test negative) . We are 80 years old and I am worried that I will not have the strength to take the train to *** and do things with our grandchildren without getting over-fatigued. I was hoping to find the procedures where he could get my tickets at will call if necesary. Complaint:Ticketmaster has details of a procedure for a Letter of Authorization, but says this venue will only release tickets to the purchaser. I have tried to get Radio City on the phone- ***** Services does not seem to respond. I can't belive I have to jeopardize my health to come to *** to get these tickets so my family can enjoy the show. I can't think this can happen. Is there anything that can be done to get an exception to this unreasonable policy. I have over $1200 invested in those tickets. Why can't my my adult son pick up the tickets if I can not make that trip. No one will talk to me about what I could do. Ticketmaster uses a robot and that is a stone wall. ***** Services takes my message. ********** has no telphone service. Can anything be done to solve this issue. How many others have lost out on tickets this way.? Can not be a legitimate concern. Any help would be appreciated. Order No. ************. They may say I bought insurance (I did) but I want my family to see the show. Ask if need more info

      Customer Answer

      Date: 12/13/2022

      Better Business Bureau:

      At this time, I have not been contacted by Radio City Music Hall regarding complaint ID ********.  But I mea culpa.  I meant to write to you earlier.  My personal issue with the Radio City policy that demands that the person who bought the tickets no matter what has come up MUSt come in person to the Will Call window has become moot.  I felt well enough to take the train with my wife and i was able to be at the Will Call window to get my family tickets.  We were still recuperating from the after affects of bout with Covid that started November 5 for us.  In person the staff at Radio City could not have been more helpful.  i was there an hour early as they suggested.  I only had to show my dirver's license and not the Ticket Order.  Then what happened was a bit astounding.  I said where are my tickets and he said "look on your phone" and sure enough there they were- all six. He said we did wary with paper tickets long ago.  I had been texting, calling and trying to get someone to do just what he did- send the tickets to me by phone so I could send them to the others and i could have decided more calmly whether we should take the train to *** and try to enjoy the holiday with my son's family or just stay home and rest up.  Since I was so early and have a bad back.  The staff found me a chair to wait for the rest of my party to show (it was the 10am show).  Staff was very helpful to folks with strollers or needing extra assistance like me.  It is the arcane un unwarranted policy regarding tickets that they put in Will Call. According to Ticketmaster, over a thousand venues that they service will accept a letter authorizing another person to pick up the tickets with proper identification and and details of the order.  Radio City should change it's policy.  As for me, I probably should have stayed home, but enjoyed ***-Day celebration with the Grandkids and saw some of the ****** Day parade as well as took them to see the big Xmas Show.  You are swamped and these folks just blew you off.  It should be a matter of Better Business to not cheat customers like myself who for an unforseen reason can't or shouldn't travel to *** but they bought the tickets.  Policy is unnecessarily harsh and is at complete odds with the customer care that they on-site staff provides to patrons.

      Best regards,  I have filed a prior complaint with a company with the Better Business Bureau and would never have believe they could ignore you.

      Sincerely,

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


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