Complaints

This profile includes complaints for CID Entertainment LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CID Entertainment LLC

  Philadelphia, PA 19107-3422

• 

  CID Entertainment LLC

  510 Walnut St, William Penn Annex East, PA 19106

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:01/18/2023

  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.

  On December 14th 2021 I paid $516.90 for two VIP tickets to ****** in Las Vegas. The package included a t-shirt and a limited edition poster that is signed by the band and the artist. When we went to the show in June, they notified us that they had run out of the posters and that they would be mailed to the billing address once they got the posters signed by the band after their shows in Colorado in August. I never received either of the posters that I paid for and simply received a response from the company stating that they sent an email to confirm the shipping address. I never received this email and thus, never sent a response. They are now saying that there is no more inventory and they cannot fulfill the order. I would like my money refunded or the items I paid for shipped ASAP. This is unacceptable. I shouldn't have to chase them down for a product I paid for. This is false advertisement and extremely upsetting. 

  Business Response

  Date: 01/24/2023

  ******,

  I'm Chris F, Director of Guest Services for On Location.  I researched this issue and found a set of correspondence where you are working with my guest services team to have the signed posters you were missing from your VIP Experience shipped out to your mailing address.  I wanted to reply to this complaint timely, but understand that these are still being handled by our merchandise/fulfillment teams and will take a little time to get to you, so I am happy to keep this complaint open until you receive said shipment.  I'm sorry for any inconvenience and run around in the time it's taken to get this close to resolution, and appreciate your patience with us trying to make this right.  If you have anything else for the team, please respond accordingly to the email thread with the guest services representative you've been working, otherwise I'm hoping we can get these out to you soon and get this issue closed.  

• Initial Complaint

  Date:09/23/2022

  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 paid over $800 for 2 VIP tickets for the *********************** concert on September 9 at ************** in Lexington, Kentucky. I purchased 2 VIP 'Gone Country' merchandise packages.When we arrived at the arena, my mom and I headed directly to the Merchandise table and tried to get our merchandise. None of the staff knew anything about the package, even after I showed them my tickets and explained what I was supposed to get. The lady at the table told me that I needed to wait till after the show, when they were able to get in contact with someone from ************************'s team. After the concert, we went back to the same merchandise table and she told us that the never received anything. She directed me to her boss, 'Kyle' and we preceded to explain to him the exact same thing. He gave me his phone number and told me to send him a text that explained everything that happened, and he would forward it to someone in charge of the merchandise. He never answered, so I sent him another text and he has yet to answer that one as well. It's been 2 weeks. I then found an email to use on *************************** website and contacted CID Entertainment. We never received any information regarding any of this information. I still have the tickets and the information on the tickets if that will help at all. After contacting the buisness, I further researched, and found that my tickets were useable in getting my merchandise. This is the worst concert experience I have ever had. And everyone was highly unprofessional and not willing to help my mom and I at all. And my complaint is not the first with this company either. Thank you

  Business Response

  Date: 10/17/2022

  ******,

  My name is Chris F., Director of Guest Services for On Location's Music division.  I've looked through the complaint you've made here to the BBB as well as additional communication you had with our Guest Services team and those records.  We understand the frustration you underwent trying to attend a VIP Experience for **** ******* back in early September.  As Carla previously explained, unfortunately resold tickets are not something that we can transfer the VIP Experience for, and per our purchase policy and available (which is also listed on our BBB Profile under "Read More Business Details") our VIP Experiences are sold as non-refundable and non-transferable.  To give you further explanation, we do not collect nor receive the records of resale from our ticketing partners, and certainly within reason cannot collect or receive from 3rd party websites or vendors that help guests connect and resell items.  We regret that you were under a different impression with your purchase and perhaps the listing which we had no control over may have been misleading about what you were purchasing, but had you reached out to us prior to the event or your purchase, we would have been forthcoming to let you know that VIP Experiences are non-transferable, and that you'd have to make other arrangements to enjoy the **** ******* show. As is the case, when Carla (and subsequently I) scoured the purchaser data to see if there was a mistake made on our behalf, your information was nowhere to be found, because you were not the original purchaser.  We understand you are seeking some sort of refund or compensation, but as this instance is a case of misunderstanding at the time of purchase between you and a private entity, we simply cannot offer a refund or compensation of any kind in this instance.  I am unsure where you made this purchase, and if it was a through a ticketing vendor directly, I would recommend getting in touch with them and providing the valuable feedback about your purchasing experience and it potentially being misleading.  We're very sorry for your poor experience in attending *************************** show, and wish you the best.

• Initial Complaint

  Date:08/25/2022

  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 VIP tickets for a concert through CID Entertainment. The week of the show I kept checking emails for anything from them in regards to receiving the VIP goodies that came with our tickets. Nothing arrived from this company at all. I assumed that when I checked in that evening for the show I wold be presented with these goodies, since my ticket did clearly state VIP Birthday package. Nothing extra happened and no one on site at teh event was able to tell me what or where to go to receive them. I emailed CID customer service the morning after and they stated they did email me and it was opened (I searched deleted, spam, inbox... etc) and know for a fact that nothing came on the day they stated as I had been looking for some sort of communication to follow. THey are stating if I pay to ship the items, and there are extras after the Tour, they will contact me. That is months away, and if they had planned to give me the items this Tuesday at the event why would they have to wait til the end of the tour to send to me. I've read reviews of this happening to hunderds of other customers of theirs, and also that they never send the items owed. It's unfair to promote extra items, take a lot of money for it, then blame the customer for their errors. I obviously want the items, I paid for them. It's extremelt disappointing to say the least. **Attached document includes their disclaimer that no less than 2-3 reach outs from CID would happen prior to the slow. I did not receive ANY communications from them. They originally stated one was sent on 8/16, then another customer rep said it was actually 8/17, I’ve checked all emails/deleted/spam and nothing. The attached disclaimer states that I would receive an additional email to the one sent 2 weeks before 24-72 hours prior to the show (also not received) and even a text message (not sent). They clearly were not taking the time to send customers the information needed to collect their VIP package goodies.**

  Business Response

  Date: 09/01/2022

  Hi *******,

  I'm Chris F, Director of Guest Services for On Location Experiences.  I see you've been in contact with members of my team discussing your difficulties and issues with attending the ********'s VIP Experience on August 23rd based on our information email not being delivered.  After reviewing the conversation with my team and our digital platform further our records indicate that our information email delivered successfully to your purchaser email (*****@*******) on August 16th around 5:40pm, a week prior to your show, but that the email delivered to ([email protected]) was opened on August 17th around 12:15am.  Our records also indicate similarly that we sent you a Post Event Survey to solicit your feedback for the event, and we show that the survey email was sent on August 24th around 6:30pm, opened very quickly at 6:33pm, and we see your survey results citing the same difficulty with your email delivery at 6:39pm. We deliver thousands of emails each month for a plethora of events and shows that we support, and we regularly rely on these digital communication systems and their records to ensure accuracy.  Had our records indicated something different like a system error or your email provider rejecting the message, we would absolutely take responsibility here both to try to reach out prior to the show and get you the information in another format, but also working with you to provide the merchandise at no additional cost.  Unfortunately that's not the case here, and because we use the same digital platform to send information emails as well as customer surveys, our records indicate successful delivery and interaction, and it appears you were able to successfully respond to the survey that is only available via that email link provided, we cannot make exceptions to our purchase policy and offer any additional refunds or compensation.  We will stand by our offer that if at the end of the tour we're able to provide the VIP merchandise, we can do so at a flat $25 shipping fee, but no additional cost otherwise.  While we can't guarantee merchandise will be available post-tour, if you'd like to take us up on this offer, please just reply back to the email thread you have with my Guest Services team confirming your interest, the Ticket # for the conversation was ********.

  Thank you,

  Customer Answer

  Date: 09/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is un-satisfactory to me but cannot argue with the fact that they claim the email was originally sent, although I didn't receive it as I originally stated.  The original purchase mentioned up to 3 contacts would be made including a text message the day of, which also was not sent, but none of those were received by me.  It's just very disappointing their policy on making it up to customers that pay a premium but I won't use their company again and will continue to NOt recommend them.  there are thousands of similar reviews online where they have done this exact thing to other customers it's a shame.
  
  Regards,
  
  ***************