Complaints
Customer Complaints Summary
- 55 total complaints in the last 3 years.
- 23 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/07/2023
Type:Product IssuesStatus: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 purchases 4 tickets to a Water Lantern event scheduled for 8/26 in ********, **. Water Lantern cancelled the event two days before the event date, citing a poor weather forecast. The weather on the night of the cancelled event was beautiful. The cancelled event WAS reschedule for the following weekend but my family cannot attend. They refused to issue a refund. I have never heard of a company that doesn't offer full refunds for events that they cancel or postpone.Business Response
Date: 09/08/2023
The ************ event was a great success. We invite you to check out our social pages to see pics of the event and how beautiful it turned out. Regarding your tickets, we do offer ticket protection for those who would like refundable tickets. This is standard policy within the events, entertainment, hospitality, and travel industries to name a few. We hope that you will be able to attend a Water Lantern Festival with us in the near future.Customer Answer
Date: 09/08/2023
Complaint: 20570350
I am rejecting this response because: The event wasn't held on the original date due to a slight chance of rain. The weather on the original date was beautiful and there was not reason to cancel. The response from Water Lantern that the hospitality, event, and airline industries do not issue refund is not fact. Any time I have had a ticket to an event or a light, and it was cancelled or postponed, I have always been given the option of a refund. Water Lantern has a long history of cancelling events unnecessarily and not issuing refunds. This BBB site is reflective of this history of complaints about this business.
Sincerely,
*******************************Initial Complaint
Date:09/05/2023
Type:Service or Repair IssuesStatus: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.
Paid for 2 general tickets to the 2023 Portland, ME event (originally 8/26/23). Because of weather they changed the date of the event to Labor Day weekend, one of the busiest weekends for most people, and cut amenities including food trucks while changing the location of the event from a picturesque shoreside park to a central city park. They hide behind a 'no refund' ticket policy (unless you pay extra for premium tickets) to offer attendees a sub-par bait-and-switch experience and not allow any opportunity to refund.Business Response
Date: 09/07/2023
The Portland, ME event was a great success. We invite you to check out our social pages to see pics of the event and how beautiful it turned out. Regarding your tickets, we do offer ticket protection for those who would like refundable tickets. This is standard policy within the events, entertainment, hospitality, and travel industries to name a few. We hope that you will be able to attend a Water Lantern Festival with us in the near future.Customer Answer
Date: 09/07/2023
Complaint: ********
I am rejecting this response because while rescheduling the date of an event is reasonable for maintaining a no refunds policy, if the event itself is changed in any meaningful way, then it is deceptive advertising and guests should be allowed a refund.
Sincerely,
****** ******Initial Complaint
Date:08/30/2023
Type:Service or Repair IssuesStatus: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 tickets to the event advertised as being at *************************) on Aug 26, 2023, Due to inclement weather, the event was rescheduled to Sept 2 with a new location of ******************* Park. I'm addition to the venue change, they will no longer have food trucks available. The new event location is not comparable to what was sold to me. "Each adult ticket includes a wristband for entry into the festival area with access to food trucks, one floating lantern kit... Non-refundable ticket."This is a bait and switch. I'm not being provided with the event or experience I bought tickets for.If you read the comments on the event ******** page you will see how mislead everyone feels, ****************************************************************************************************************** located out of state, I don't think they understand that the venues are not equal. I've made attempts to explain why I should be refunded but they write back saying that I didn't purchase ticket protection. This isn't a matter of ticket protection, it is FALSE ADVERTISEMENT. Thank you for your time.Business Response
Date: 08/31/2023
Thanks for contacting Water Lantern Festival. The event was rescheduled due to weather. The venue did not have any dates open to reschedule the event so a replacement venue was secured to host the event. We are sorry that are not happy with the new venue selection as we believe it will be a great event! Your ticket has been refunded.Customer Answer
Date: 08/31/2023
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:08/14/2023
Type:Product IssuesStatus: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.
We purchased over $200 in tickets for the webster ny festival this past weekend. We had out of state company coming and normally would never spend this amt on a festival. I knew WE would not cancel. On thurs, 2 days before the festival, they cancelled it due to rain. I looked at the weather and saw a 30 percent chance of rain for saturday morning before ten. Then sun. When i asked for a refund they of course said i didnt buy insurance. I understand if the day of the festival it is looking like rain, but to cancel 2 days early in roch ny where the weather changes constantly is ridiculous. Then it dawned on me, confirmed by all the people complaining, that this is a scam way they make money on unsuspecting people just trying to do something fun for there families. The money they make on this is outrageous. I am saddened they are allowed to exist.Business Response
Date: 08/15/2023
The Rochester event unfortunately had rain and thunderstorms forecasted all weekend without any possible breaks in the weather. While it is never an easy decision to have to reschedule an event, we made the decision to postpone it so that we can provide the best experience possible for our attendees. The vast majority of ticket holders have been in favor of this decision. All tickets have been automatically transferred to the new date in Rochester.
For those that don't want to risk an event being rescheduled due to weather we offer a "no questions asked" ticket protection that allows people to be fully refunded for any reason if the event happens to be rescheduled due to weather or for any other reason. You opted not to get the ticket protection so your tickets have been transferred to the new date and we are looking forward to an amazing Water Lantern Festival event in Rochester. If you have any further questions please email our amazing support team at ********************************Water Lantern Festival maintains a 4+ star review with the BBB. We have hosted hundreds of events with many happy participants experiencing the magic of the lanterns as they illuminate the water.
Customer Answer
Date: 08/15/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
****** ****. That is an outright lie. There was a small chance of rain saturday morning listed on thursdays weather for saturday before 10. The entire rest of the weekend was listed as sunny, which is what it was. We recieved zero in rainfall. This is just proof of the scam of this organization.Initial Complaint
Date:07/19/2023
Type:Service or Repair IssuesStatus: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.
We purchased 4 tickets to the Lantern Festival in ******* that was supposed to happen July 15th. They cancelled this event "due to weather" but the weather was fine as was the forecast for that day. Having seen multiple complaints both on BBB as well as ******* from prior years of a similar "scam" and how the prior company "went bankrupt". At this point, I have little confidence that this is a legitimate organization.Business Response
Date: 07/19/2023
Thanks for contacting Water Lantern Festival. The ******* event had thunderstorms forecasted for the weekend so the event was postponed. If you e-mail our awesome support staff at ********************************** they will be able to assist you.
Any complaints for "scam" of an unrelated company "going bankrupt" have nothing to do with our company. We maintain a 4+ star rating with the BBB and have held hundreds of events that all receive positive feedback.We hope to see you at the event.
Water Lantern Festival
Customer Answer
Date: 07/19/2023
Complaint: 20344195
I am rejecting this response because: this was not clear when I bought the tickets. They have not scheduled another date yet (and unless its soon We will not be able to go). The other locations in ******** are either past the time we could go or are still TBD. Very upset about this and having to wait 120 days for a refund is unacceptable.
Sincerely,
***********************Initial Complaint
Date:06/30/2023
Type:Billing IssuesStatus: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 was charged twice. Why was I charged twice? When do I recieve my refund?Business Response
Date: 07/05/2023
Please contact our support team at ********************************** and they'll be happy to take care of it for you.
Customer Answer
Date: 07/05/2023
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:06/02/2023
Type:Product IssuesStatus: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 my ticket for the event that was supposed to take place at *********, ** on 6/3. Today we received an email saying due to unforeseen weather circumstances, event is rescheduled to 7/22. I will not be able to attend the event on 7/22 because i will be out of state in a planned vacation. I emailed customer service ; first i got a copied response saying no refund unless purchase protection. After explaining my point again, they said they will refund me minus $10 processing fees. I do not understand why you are charging me more money when this inconvenience is not even my fault? I was truly looking forward to the event but now i regret even purchasing the ticket. This is extremely poor customer service. I want my full refund without any unreasonable fees!!!Business Response
Date: 06/02/2023
The event was postponed due to the weather forecast for this weekend and we are sorry that you won't be able to make it to the new date. We have reviewed your case and issued a full refund back to your card. You should see it within 2-3 business days.
Water Lantern Festival
Customer Answer
Date: 06/02/2023
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:05/03/2023
Type:Product IssuesStatus: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.
We purchased 7 tickets at $210.34 for the water lantern festival on 9/10/22 in **********, **. It was cancelled and rescheduled for 4/22/23. Since it was so far in advance we were able to make the new date work. Several days before the event they cancelled (no email - had to do a search on ******** to find it was cancelled) and rescheduled for 5/6/23. We all have conflicts that day and are unable to attend. When I email I just get a copied response with no real information. I cannot find a phone number. We need the money back ASAP.Business Response
Date: 05/03/2023
Thanks for contacting Water Lantern Festival. The 4/22/23 date was rescheduled due to heavy rain. We are looking forward to the event there on 5/6/23 as the weather is looking much better. If you purchased ticket protection our team will be able to issue a refund by e-mailing *********************************** Please allow 2-3 business days for a response. We are excited to bring this incredible event to your area.
Thanks,
Water Lantern Festival
Customer Answer
Date: 05/03/2023
Complaint: 20012451
I am rejecting this response because: the event was cancelled days in advance based on the forecast and it ended up being a beautiful evening. This is the 3rd date. I need the money back.
Sincerely,
*********************Initial Complaint
Date:10/18/2022
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased tickets for the festival held in Knoxville for about 80$. Weather following hurricane Ian has delayed the festival. The package I purchased provided ticket protection according to their website. So I’ve wrote 3 emails over the course of the last two-three weeks about receiving a refund. I have not received any emails back or issued a refund. What’s the point of having a contact email if I receive no reply whatsoever.Business Response
Date: 10/19/2022
Are you e-mailing [email protected]? Have you checked your junk/spam folder to make sure our response was not put int their by your e-mail program?Customer Answer
Date: 10/19/2022
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:10/12/2022
Type:Product IssuesStatus: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 canceled the tickets right away and they charged me 18 dollars in cancellation fees. I had to email them multiple times to get a response. Confirmation number is ********************
I request a full refundBusiness Response
Date: 10/12/2022
Thanks for reaching out to us. Please contact our amazing support team at [email protected] and they will be happy to help you out.Business Response
Date: 10/17/2022
Please contact our amazing support team at [email protected] and we will be happy to help out the best we can.Customer Answer
Date: 10/17/2022
Complaint: ********
I am rejecting this response because:I have done that and they did not help
Sincerely,
***** *****
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