If/Then not honoring ticket exchange?

[BwayFan327]

Posted: 1/15/15 at 12:33pm

I purchased tickets for my daughter's birthday to see Idina Menzel in If/Then on Saturday, September 6, 2014 for the 2:00 p.m. matinee. Poor Idina was sick that day, so as a consolation we were given a slip of paper by a staff member, indicating that we could exchange our tickets for a future performance on a "best available basis" and that "every attempt" would be made to provide similar seat locations. Verbally, we were assured by the staff that we would absolutely be entitled to return at a future date, even if it was not in the near future (one woman even asked this, stating she would be able to return to NYC for several months). Not that this should matter, but at the time I knew our weekends were booked until after the holidays so I was comforted upon hearing that there was no apparent expiration of this offer to exchange tickets. Upon hearing that the show was closing, we called to see if we could attend this Sunday's matinee performance as it appeared many, many seats were available and it was a matinee, which are the only shows we can attend during the school year without pulling my child out of school to see a weekday matinee or incurring a large expense for an overnight stay to see a weekend night show. The first time I called I was greeted by a woman who curtly told me that there were no seats available for the performance I was seeking and the only choice I had was to come to this week's Sunday night performance or next week's Wednesday matinee. I told her that we were not able to attend either of those performances due to school and work commitments and asked if there was an upcoming weekend matinee we could attend. She said no without looking or pretending to look, and reiterated that all seats are sold out. When I told her that I was looking at the seating chart and it looked as if most of the seats were available for this Sunday matinee, she insisted that there were no seats they would be willing to offer to us in exchange for the tickets we had ($300 Orchestra section tickets). I explained to her nicely that we live 3.5 hours away and my daughter is of school age and that was the reason for purchasing matinee tickets to begin with so was there any chance of securing tickets to a future matinee? She rudely said that those two shows were our only choice, so I called the next day in case someone else would be better able to assist us since we are unable to attend either of the two offered shows. Once again I was told that the only seats they were "authorized to exchange" for our tickets were the Sunday night or Wed. matinee performances for this coming week. He said the fact that the show was closing "changed everything", that he was not able to offer anything after next Wed's matinee and that if I wanted to seek a refund the only way I could do so is to WRITE A LETTER to the producers ASKING them for a refund. Really??? I fail to understand why they are unwilling to honor our tickets for a show for which there are several upcoming weekend matinee performances with plenty of available seats - as a matter of fact, there are more seats available than not available for this Sunday's performances. It was not our fault Idina was sick, or that the show is closing. It's two months away from closing - it's not like I'm calling the day of closing night and demanding to get in to a sold out show. I wasn't asking for an upgrade, a meet and greet or that they schedule a separate show just for us, I simply wanted a fair trade for the tickets we purchased, as promised, for a performance we can actually attend. I even told them if they wanted to take us out of the Orchestra and put is in the last row on the balcony that was fine, at least we'd get to see the show while Idina is still there. I'm appalled at the treatment we received with no explanation as to why they are being so rigid and uncompromising. If I was associated with this show, I would be embarrassed to know fans were treated in such a manner. This was a very special birthday gift for a child who was elated to be able to see her, completely disappointed when she was sick but comforted by the fact that we would be able to come and see the show as promised by the staff on that day. If my only choice is to attend one of two shows, neither of which we can attend, then I think I'm entitled to a refund without question. Instead I'm told I should write a letter explaining why I think I should be entitled to one? I have no guarantee that they will respond in a timely fashion, or at all, so I'm concerned about taking that chance, having the show close and being out that money. Do any of you have any suggestions? The tickets were purchased through Ticketmaster but I'm fairly certain they will not refund these tickets, unless you think that would be worth a try? Any suggestions (or explanations why we can't exchange the tickets that are paid for for seats that are empty) would be most helpful!

[LizzieCurry]

Posted: 1/15/15 at 12:41pm

Could you re-edit this with paragraph breaks?

[CATSNYrevival]

Posted: 1/15/15 at 1:24pm

I would just take her to the Wednesday matinee. It's okay to miss one day of school -- especially to see a Broadway musical. Make sure a friend or teacher collects her homework for her so she can get all caught up after. Problem solved.

[haterobics]

Posted: 1/15/15 at 1:43pm

You'd have to write the letter to get the refund. Ticketmaster will know you attended the show, and the nuance as to whether Idina was there or not isn't their concern. You could have gotten a refund on the spot and didn't already.

I agree with CATS, though, blow off a day of school/work for premium If/Then tickets. Easy. Especially if they are clamping down on honoring this in a week. That doesn't give you a lot of wiggle room to sort this out. You may not get a refund OR see the show with Idina otherwise.

[Phillypinto]

Posted: 1/15/15 at 1:44pm

That is really ridiculous! I would try to call one more time and see what happens. If nothing changes, I would write a letter to the producers and tell them your situation, and complain about how it is so difficult to exchange tickets, and how the front of house was being rude.

[Pootie2]

Posted: 1/15/15 at 1:49pm

Agree with CATS/haterobics, but especially Lizzie.

[haterobics]

Posted: 1/15/15 at 1:57pm

Yes, if you do end up writing them a letter, and also don't add paragraph breaks, you won't get a refund

[Tking0012]

Posted: 1/15/15 at 1:58pm

Bwayfan327 PM me. I may be able to help

[brdway411]

Posted: 1/15/15 at 1:59pm

THE SHOW SUCKED, Get a refund and count your blessings.

[haterobics]

Posted: 1/15/15 at 2:02pm

^ You don't say? Why haven't you ever told us that before we spent all our money.

I even bought a premium front row aisle seat for the last show. This would have been good of you to bring up earlier... Updated On: 1/15/15 at 02:02 PM

[Pootie2]

Posted: 1/15/15 at 2:04pm

I'm just amused that brdway411 is so utterly consumed and obsessed with If/Then that he feels the need to comment on every instance of it. That's right up there at Fanzel levels.

[neonlightsxo]

Posted: 1/15/15 at 2:07pm

This probably doesn't make you feel better, but they were much kinder about accomodating these requests close to the date. I had tickets for the show that day as well and we were rescheduled for October, easily, no problems.

I know you said you were busy, but September 6th was four months ago. That's a long time in the life of a Broadway show.

However, I do urge you to write a letter to the producers and/or try again, since they did promise exchanges. (And yeah, paragraph breaks would help.)

Updated On: 1/15/15 at 02:07 PM

[brdway411]

Posted: 1/15/15 at 2:16pm

I have kept quiet for months about my dis-like for this show. Just logged in for the first time in weeks today. Made one comment about it and get jumped on. I didn't even comment on how glad I am that this total waste of talent/time show is closing at the end of the month. Break for HAPPY DANCE!!!!

[haterobics]

Posted: 1/15/15 at 2:46pm

You may need to delay your dance.

It is closing at the end of March, not this month.

[LYLS3637]

Posted: 1/15/15 at 2:52pm

"Just logged in for the first time in weeks today"

You should probably refrain from lying when it's so easy to check.

"I have kept quiet for months about my dis-like for this show."

Again, you should probably refrain from making those statements when it's so easy to go back to at every IF/THEN thread and see you consistently trash it...

[Pootie2]

Posted: 1/15/15 at 2:55pm

The ones so gleeful about shows closing have something wrong in the head as much as those who wail; arguing a personal opinion as fact is the most immature aspect of this forum of any online venue I've participated in, but the others I patronize are about science and technology, I suppose.

[Auggie27]

Posted: 1/15/15 at 2:56pm

I must agree with the post about the distance between 9/6 and January 15. I don't actually think they are being difficult, offering two shows out of the eight. And they offered the Sunday night earlier as well. I never defend box office. I had my similar issues with Super Storm Sandy and "The Heiress," and should've raised more of a stink. But I was protesting within days. I think if you wait four months, and are within 7 weeks of closing with a dark week, you can expect management to offer you less. I have no horse in this race, but like those others would suggest you find a way to make one of the performances work for you.

[brdway411]

Posted: 1/15/15 at 3:02pm

Yea forgot it closes in March, but again I dislike the show and really don't care. Just like stirring the pot.

I really don't understand why anyone would pay big bucks to see this show when it is on TDF/TKTS almost everyday. Got $50 lottery lower seats for the first preview seats were great and my ears are still ringing.

[Pootie2]

Posted: 1/15/15 at 3:06pm

Now you're a hypocrite on top of an obsessed Fanzel-level zealot. Someone who "doesn't care" would not "stir the pot."

@Auggie27

Honestly in that situation, if living hours away from the venue, I would've gotten the immediate refund and made plans for a later date. Far simpler. OP doesn't explain why s/he chose not to do that. Life happens, we get it. But given the long rambling in the OP and current show circumstances, I'm less inclined to be outright sympathetic, especially when they're still offering an exchange this far down the road.

[haterobics]

Posted: 1/15/15 at 3:10pm

If/Then offered people the chance to stay and see the understudy when Idina called out sick AND then come back and see Idina, so they got to see the show that day, just without Idina.

[Pootie2]

Posted: 1/15/15 at 3:17pm

Oh right, and like you said, Ticketmaster would know they did see it already.* The second free viewing is still to the OP's pure benefit, though, so in general, I agree with everyone else who just suggested to make it work on the given dates.

(*The fact that OP did already see the show, asking for a refund and being declined isn't outrageous to me.)

Updated On: 1/15/15 at 03:17 PM

[haterobics]

Posted: 1/15/15 at 3:32pm

I think a refund is off the table, and it's a matter of whether you see the show on the dates they offer, find someone else who will accommodate you there (although it sounds like the front of the house is all on the same page, which means there is a policy in place, and they are adhering to it), or just --- I can't resist -- letting it go.

[NJ_BroadwayGirl]

Posted: 1/15/15 at 3:38pm

Just adding to what has already been said, it seems pretty decent that ticketholders at that show were allowed to see it AND get tickets for another viewing. Correct me if I'm wrong but aren't refunds/exchanges generally only given if the ticketholder does not enter the theatre?

I'm sure the second ticket agent the OP spoke with was correct that the show closing "changed everything." They are probably selling more tickets in general now and don't have as much wiggle room to honor promises made four months ago.

[binau]

Posted: 1/15/15 at 3:38pm

There are so many seats available for the Sunday matinee, it's ridiculous they did not give it to you. I can understand if they elected to give you less ideal seats for this performance. However, this performance is not going to sell out.

And regardless if it was going to sell out, they made an agreement with you and should honour it.

If closing was going to change 'everything' they should have been clear in the terms.

Updated On: 1/15/15 at 03:38 PM

[haterobics]

Posted: 1/15/15 at 3:49pm

"Correct me if I'm wrong but aren't refunds/exchanges generally only given if the ticketholder does not enter the theatre."

That is correct.

You might ask what would happen if you just showed up in person on Sunday and there were available seats.... would the policy get a bit more flexible?