Broadway San Francisco Reviews (%countItem)
Broadway San Francisco Rating
Address: 1182 Market St Ste 200, San Francisco, California, United States, 94102-4916
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On 3/31/20, BroadwaySF announced they would be cancelling all remaining Hamilton shows due to Covid19 and said they would be refunding ticket holders. I have reached out to BroadwaySF multiple times through email for a status update for my refund (and requested a time frame) and only receive a canned response saying that refunds are being processed. They do not provide any sort of a time frame. It has been more than seven weeks and I still have not received a refund.
To whom it may concern,
BroadwaySF is working with a greatly reduced staff due to the global pandemic and state/local shelter-in-place orders. During this difficult time, our remaining staff is working diligently to safely and securely process thousands of refunds in performance date order. We have responded to each of Ms. Tomasello's many inquiries about her 5/23/20 performance date with this information. Once this order has been cancelled and refunded, the patron will receive an email confirmation.
Complaint: 1***
I am rejecting this response because:
I have asked for an estimated refund date and the numerous responses I have received are generic canned responses. If you are processing refunds in order of performance dates you should be able to provide some sort of a time estimate for patrons to receive a refund, or at least let your patrons how far you are in the process.
Show was cancelled due to COVID-19 and they said that tickets would be refunded. It has been a month and we have not been refunded. Our IP address has also been blocked so we can't get to the website.
To whom it may concern,
BroadwaySF is working diligently to process refunds for all cancelled performances in performance date order as indicated in all correspondences to our patrons. Mr. D's orders were refunded in December when BroadwaySF identified that he was violating our ticket purchase policies.
We recommend Mr. D follow up with his credit card company with any further inquiries into this refund.
Complaint: 14***
I am rejecting this response because: Upon further review of records with my bank, we have found the refund for the tickets. However, I never received a cancellation notice on any kind, and the fact that Broadway SF did not let me know for three months that this was the case is nearly as frustrating. If not for the cancellation of my travel plans to visit San Fransico in March, I would have shown up expecting to take my in-laws to a play and had no way to get in.
Sincerely,
R*** D III
To whom it may concern,
We are sorry Mr. D is unabkle to locate the email that BroadwaySF sent to r***3d***@gmail.com, the email address provided by Mr. D at checkout, on 12/20/2019 at 7:30 AM PST notifying him of the cancellation of his order. We have included the text below for his records.
Hello,Your account has been found to be in violation of BroadwaySF ticketing policies and your order(s) have been cancelled and refunded. Any tickets received for these orders will no longer be valid for entry at the performance.NO FUTURE ONLINE ORDERS WILL BE POSSIBLE. ANY FUTURE PURCHASES MUST BE MADE IN-PERSON AT THE BOX OFFICE WITH CASH ONLY! ALL FUTURE ONLINE ORDERS WILL BE AUTOMATICALLY CANCELLED.
Complaint: 14***
I am rejecting this response because: BroadwaySF does not explain what rule has been broken or why I can no longer purchase tickets online. Buying tickets for events like these in-person is a serious inconvenience for those who do not live in the immediate vicinity of the ticket office. As far as I can reasonably tell, my purchase has been cancelled without cause.
Sincerely,
R*** D III
I bought two tickets for my father in law's 65th birthday gift. Over a month later, they asked me to verify my credit card and ID, so I sent in the information they asked for within 4 hours of receiving their request. Two days later, I got an email informing me they canceled my tickets and banned me from all online ticket purchases. Note that I have only ever purchased 2 tickets, and I used my own credit card, nothing sketchy at all. I emailed ticket verification and asked why they'd canceled the tickets - they said they didn't receive the requested information, even though I forwarded them proof of the email I sent with all the info they requested. I sent a follow up email and simply got the same form response email. I called and they said there is no way to speak with anyone about this - all you can do is email, but the email address only sends a pro forma response. The show is next weekend, and my in laws have been looking forward to it for weeks. It will be heartbreaking to tell them that their tickets have been canceled.
To whom it may concern,In an effort to prevent credit card fraud BroadwaySF utilizes many fraud filters on internet transactions. The patron was sent an email requesting additional details and documentation on 1/14/20 after their purchase on 12/9/19. This email was not responded to making it impossible for BroadwaySF to validate the order. The order was subsequently cancelled and refunded. The patron was notified via email that any future purchases would need to be made in person at the box office using cash and any future online orders would be automatically cancelled. The patron is more than welcome to make their purchase in cash at the box office.
Complaint: ***
I am rejecting this response because:
They totally ignored my original email. Although they say I didn't send the requested verification, I did - within 4 hours. I am attaching the proof, which I also sent them. They are simply sending an automated response. It appears they have a bot autoresponding to messages rather than a real human reading them. It's very frustrating and unfair to consumers.
Sincerely,
Niji
To whom it may concern,We are sorry the patron does not accept our response however, the patron is more than welcome to purchase tickets in person at the box office with cash.
I placed two orders for Hamilton tickets on 12/11 and 12/12 with the same email address and two different credit cards. I also received order confirmations and charges that posted to my account. Then on 12/19, I saw refunds on my credit cards for the same amount as the purchase. I called *** and they refused to address the issue. They could not tell me what was going on. They stated I needed to email ***.com which is unacceptable when you are messing with people's money. I shouldn't have to call or email anyone when I have not received any communication that my tickets were refunded or my order was cancelled. In addition, I have no idea if they have resold those seats to someone else when no one has contacted me directly. Horrible customer service and lack of empathy to the issue. I spoke with a supervisor, *** (***) and he refused to escalate my issue or find a manager in the ticket verification department which again is unacceptable.
This needs to be addressed ASAP.
Order *** and ***.
To whom it may concern,In an effort to prevent credit card fraud BroadwaySF utilizes many fraud filters on internet transactions. The patron was sent an email requesting additional details and documentation on 12/12/19 after their purchase on 12/11/19 and 12/12/19. This email was not responded to making it impossible for BroadwaySF to validate the orders. These orders were subsequently cancelled and refunded. The patron was notified via email that any future purchases would need to be made in person at the box office using cash and any future online orders would be automatically cancelled. The patron is more than welcome to make her purchase in cash at the box office.
To whom it may concern,
We are sorry that the patron does not accept our response. The patron is more than welcome to purchase tickets in person at the box office with cash.
Complaint: ***
I am rejecting this response because:
Again, this is not a valid response. I refuse to accept this response as proof has been provided that they have falsely closed my account. I will never purchase anything from SHNSF/BroadwaySF or whatever company they choose to go by at this time. This level of customer service is unacceptable, the issue is NOT resolved and needs to be addressed ASAP.
Proof has been provided and they still are refusing to rectify the issue when the proof clearly shows the company is in the wrong and not the customer. Someone from the executive team needs to reach out to me directly and apologize for this entire ordeal and the issue rectified. I need to receive a phone call from the executive team in regards to this matter ASAP.
Sincerely
I purchased six tickets for family and friends to a show in February 2020 at this theater. Days after the purchase the theater's ticket verification group sent me an email asking me to send a photocopy of my driver's license and credit card over email. I did not see this email until five days after my initial purchase, but reached out with some follow up questions (since the request seemed peculiar). At that point I was told my tickets had been released because I had not responded within 24 hours (in their defense, the original email did note the need to respond within 24 hours or risk losing the tickets but I did not receive it initially until 3 days later) and that if I wanted to re-purchase I would need to do so in person with cash only. Since I live on the East Coast and this theater is in California, I explained that would be a challenge. And asked that, since I had provided the necessary information (I did send them photocopies of my license and credit card to verify I am a real person), could they unlock my account so I could make a purchase. As I was awaiting their response (they only communicate over email - no phone calls), I visited their website, logged into my account, and ran into no issues making a new purchase. I assumed they had unlocked my account as requested.
However, shortly thereafter, I received an email restating that I would need to purchase the tickets in person with cash. I called their ticket office and the rep confirmed the tickets I had just purchased were in my account. And that if there were a problem, I would receive another email from ticket verification. Sensing that I may run into issues, I checked my email inbox and spam folders daily to ensure I didn't miss an email that would need urgent attention. I also logged into my online account daily to check that the tickets were still in the account. For ten days, I received no emails and the tickets remained in my account.
Eleven days after the second purchase, I logged into my account and the tickets were gone. I do not have any emails explaining that the tickets would be removed and refunded. On top of that, the tickets I purchased 10 days prior are now for sale at $20 more per ticket. The extended period of time between ordering and cancelling the tickets seems suspicious. I question whether this second cancellation is purely a move to get more money for the tickets, which is clearly wrong to do to people.
I called the ticket office explaining my situation. They instructed me there is nothing they can do and I would need to continue emailing ticket verification. I did so yesterday and have not received a response to my questions on next steps.
To whom it may concern,In an effort to prevent credit card fraud BroadwaySF utilizes many fraud filters on internet transactions. Ms. was sent an email requesting additional details and documentation on 12/3/19 after her purchase on 12/1/19. This email was not responded to making it impossible for BroadwaySF to validate the order. The order was subsequently cancelled and refunded. Ms. was notified via multiple emails that any future purchases would need to be made in person at the box office using cash and any future online orders would be automatically cancelled as she was not interested in providing the requested validation documentation. Ms.placed another order online on 12/6/19 which was automatically cancelled as previously warned.Ms. is more than welcome to make her purchase in cash at the box office as we have notified her multiple times.
To whom it may concern,
We are sorry the patron does not accept our response however, the patron is more than welcome to purchase tickets in person at the box office with cash.
Complaint: ***
I am rejecting this response because: The response does not address the issue at hand in any way, shape, or form. It's simply another example of how their business continues to fail their customers and does not acknowledge the faults in their process.
I did not expect a different outcome when filing my initial complaint (that would be the definition of insanity), but hopefully the information I've provided will better inform future patrons of the unethical business practices this organization has in place.
Sincerely
I purchased 2 tickets for Hamilton as a Christmas present and received an acknowledgement. A month later, when I checked in because the tickets had not arrived I received the message that I had purchased more than 6 tickets and/or was a bot and my tickets were cancelled and I am permanently banned from their site. All I get on inquiry is canned responses repeating the above despite none of that being true. They have even blocked my computer from being able to open their website. This is ridiculous. It's too late to recover the tickets but I would like this ban removed and to be able to buy tickets in the future.
To whom it may concern,In an effort to prevent credit card fraud BroadwaySF utilizes many fraud filters on internet transactions. The patron was sent an email requesting additional details and documentation on 12/1/19 after their purchase on 11/10/19. This email was not responded to making it impossible for BroadwaySF to validate the order. The order was subsequently cancelled and refunded. The patron was notified via email that any future purchases would need to be made in person at the box office using cash and any future online orders would be automatically cancelled. The patron is more than welcome to make her purchase in cash at the box office as we have notified her multiple times.
Complaint: ***
I am rejecting this response because: I received no email as they claim. I have checked all SPAM filters etc. for an email from Broadway SF and found nothing. I would have been happy to respond had I been given an opportunity.
Sincerely
To whom it may concern,
We are sorry the patron disagrees with our response. The patron is more than welcome to purchase tickets in person at the Box Office using cash.
I purchased tickets for a show at the Orpheum theater for my family for christmas, to see Hamilton on 12/21. I bought these tickets in July 2019. I bought 5 originally, and purchased a 6th shortly thereafter. The listed limit is 8 tickets. I then bought all my family flights and transportation to San Francisco for the show. 3 weeks before the performance, I receive a refund notification from my credit card company for the exact price of 1 of the Hamilton tickets. I emailed SHN (BroadwaySF) to understand why I got a refund. They then told me "Your account has been found to be in violation of BroadwaySF ticketing policies and you orders have been cancelled". I have emailed and called their phone line multiple times, and they refuse to explain the situation further, and claim I am a bot or a reseller vendor, or someone who violated their policies, but refuse to explain what happened to my account. It has ruined my entire family's Christmas and I have no understanding as to why. To top it off, I wanted to try and get different tickets to Hamilton for my family, in an attempt to salvage their Christmas present, but I have been blocked from the BroadwaySF.com website. And I still don't even know what I did to warrant this? I still don't have a refund for my other 5 Hamilton tickets, which a friend says are now listed for sale on the website! They are selling tickets to seats I have paid for, and not been told if they are specifically cancelled or if a refund is coming! I have been robbed, unless they refund me for those 5 tickets! I can't get anyone on the phone to answer my questions, and their email team says they don't have the 'resources' to keep answering my questions. Very very shady, and as of today, they have stolen my ticket money and re-sold my seats!
To whom it may concern,
Mr. was notified that he was in violation of BroadwaySF ticketing policy and terms & conditions on all 35 points of contact when he asked why his tickets had been cancelled. We have informed Mr. that all of his tickets have been cancelled and a full refund has been processed (the next line in the email he quotes in his complaint). We have informed Mr. that depending upon how Mr. financial institution handles refunds it may take up to 30 days to appear on his billing statement. Any further inquiries into the status of any refunds should be directed to Mr. financial institution. Mr. has been informed that he will no longer be able to make purchases on BroadwaySF.com, and any future purchases can be made in-person at the box office using cash to prevent fraud.
Please let us know if there is any further concern.
Audience Services
BroadwaySF
Hello,
BroadwaySF disagrees with Mr. interpretation. All requested information has been provided multiple times.
Complaint: ***
I am rejecting this response because: BroadwaySF still has not explained what happened with my account to cause a violation of their policies.
For the Revdex.com and myself, please give the incident that caused my account to be found in violation. You have listed the policy, but told me you are unwilling to explain what happened to my account, talk on the phone, or make a call.
Sincerely