Athletx Sports Group

This reply is in response to Mr [redacted] complaint ID [redacted] When we were first contacted by Mr***, we responded based on our company policy that the tickets were non-refundable or replaceableThe reason for this is that the type of ticket we get from Kentucky Kingdom is specifically for the week of the tournament and are made paper with no way to track the tickets once delivered to the guestWe clearly tell them when the tickets are picked up to treat them like money they are not replaceableWe buy a specific amount of tickets for our guests If we didn’t have this policy in place, people could easily say they lost their ticket and get a new ticket that could be pass along to other people without paying for the additional ticketsIn addition, Kentucky Kingdom would require us to pay for any additional tickets regardless of the circumstance..They have the same policy with us non-refundable or replaceable tickets must be handled carefully Mr [redacted] would not accept our policy and continued to email us demanding a refundIn the end, Mr [redacted] went to Kentucky Kingdom and they replaced the tickets at no charge.I hope this clears things upRespectfully, [redacted]

We are attending the youth baseball nationals and as part of the package deal we purchased Kentucky Kingdom passes through Athletx Sports Group because they sent us/our team email offering a discounted price, so we purchased passes for $dollarsWhen we arrived to the youth baseball nationals in Elizabeth Town Kentucky we had to stand in a long line to get our paper passesI placed our passes in my cargo shorts pocket, and my wife washed my cargo shorts which accidentally ruined the paper passesAs a result, I found my email receipt and sent the support email ([email protected]) that was on my receipt an email explaining what happened and politely asked how can we get replacement passesAthletx responded "Unfortunately the passes are not replaceableVery sorry about that." So I responded "I want a refund thenPlease refund my credit card." Athletx responded "Is it our fault that your wife wash the tickets in your pant?" This is horrible customer service, and is unacceptabl

This reply is in response to Mr. [redacted] complaint ID [redacted].  When we were first contacted by Mr. [redacted], we responded based on our company policy that the tickets were non-refundable or replaceable. The reason for this is that the type of ticket we get from Kentucky Kingdom is specifically...

for the week of the tournament and are made paper with no way to track the tickets once delivered to the guest. We clearly tell them when the tickets are picked up to treat them like money they are not replaceable. We buy a specific amount of tickets for our guests.  If we didn’t have this policy in place, people could easily say they lost their ticket and get a new ticket that could be pass along to other people without paying for the additional tickets. In addition, Kentucky Kingdom would require us to pay for any additional tickets regardless of the circumstance..They have the same policy with us… non-refundable or replaceable tickets must be handled carefully  Mr. [redacted] would not accept our policy and continued to email us demanding a refund. In the end, Mr [redacted] went to Kentucky Kingdom and they replaced the tickets at no charge.I hope this clears things up. Respectfully,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Attached is the complete email thread, which clearly shows the extremely poor customer service that Athletx Sports Group displayed. We were not told that the Kentucky Kingdom passes were to be treated as non-replaceable or non-refundable, and when we waited in line to get the passes they asked for my name only and handed me my prepaid passes, which were purchased online. When we contacted Kentucky Kingdom they were shocked at the response from Athletx Sports Group and indicated that they provided Athletx Sports Group with extra passes or consignment passes to deal with this very issue and help customers. Read the email thread on the attachment - what kind of business responds to customers the way Mr. [redacted] did to us, particularly, when we are from out of state and we are spending significant money at Athletx Sports Group Youth Nationals Baseball and around the local area. Mr. [redacted] displayed extremely poor customer service, and hopefully will not treat other customers in this manner. Kentucky Kingdom was great with excellent customer service, and replaced our passes, but it should not have been this difficult. Athletx Sports Group should change their so called "Policy" to reflect customer service that more aligns with Kentucky Kingdom. 
Regards,
[redacted]