June 28, 2017In a letter dated June 13, 2017 we received information on Complaint ID: [redacted].In the complaint, the customer voiced his dissatisfaction with the Bucks County Playhouses “[redacted] Festival Concert: [redacted] in Hollywood and asked for a refund. His complaint was based on the...
lack of an appearance by Oscar-winning Actress [redacted]. The patron felt that the Playhouse had not delivered on the promise of [redacted] participation in the event.The Oscar [redacted] Festival is a benefit for the development of new works (specifically musicals) at Bucks County Playhouse. The benefit concert features a bevy of current Broadway stars. [redacted] was scheduled to do a question and answer session with the audience as part of the concert presentation, as well as pick up her Hall of Fame Award.On April 5, we learned that [redacted] had fallen and broken her hip. Despite her best efforts, she was advised by her doctors not to travel to Pennsylvania for the event. In good faith, the Playhouse immediately notified all current ticketholders of the change. Ticketholders were reached first by email and then by telephone. Our conversations resulted in no requests for refunds. Additional talent was added to the concert — including a special appearance by [redacted] son, [redacted] — to help satisfy ticket holders who may have been disappointed by the change. The media also was notified of the additions and changes in casting. Our website, advertising and social media also were updated at that time to reflect the change.The patron in question purchased his ticket via our website on April 11 — well after the announcement of the change and after the website had already been updated to reflect that [redacted] would accept the award for his ailing mother. It was boldly noted on the website page, and while we were confident that the information was clear, unfortunately, by purchasing via the web. the complainant did not speak with a Playhouse Sales Associate prior to arriving at the event.The first indication that the patron was unsatisfied arrived via an email to the General Manager on Sunday, April 23 at 1:38 pm. The email was misplaced in our system as we were in the midst of a major box office, website and sales conversion — as well as the opening of our first show of the summer season. To my knowledge, we received no other correspondence from the patron.Bucks County Playhouse has a no refunds, no exchanges policy for all tickets. That policy is presented on the sales page, on the actual ticket, and relayed to customers at point of purchase.In good faith, the Playhouse will reach back out to the patron to discuss fair settlement. It is our assertion, however, that the Playhouse worked hard to relay an accurate portrayal of the product to all patrons attending the event and was truthful in all advertising and marketing of the concert. This is a role and obligation we take very seriously as we are very eager to have happy patrons who want to return.We welcome the opportunity to discuss this further with you.With regardsMichael TMarketing Director
June 28, 2017In a letter dated June 13, 2017 we received information on Complaint ID: [redacted].In the complaint, the customer voiced his dissatisfaction with the Bucks County Playhouses “[redacted] Festival Concert: [redacted] in Hollywood and asked for a refund. His complaint was based on the...
lack of an appearance by Oscar-winning Actress [redacted]. The patron felt that the Playhouse had not delivered on the promise of [redacted] participation in the event.The Oscar [redacted] Festival is a benefit for the development of new works (specifically musicals) at Bucks County Playhouse. The benefit concert features a bevy of current Broadway stars. [redacted] was scheduled to do a question and answer session with the audience as part of the concert presentation, as well as pick up her Hall of Fame Award.On April 5, we learned that [redacted] had fallen and broken her hip. Despite her best efforts, she was advised by her doctors not to travel to Pennsylvania for the event. In good faith, the Playhouse immediately notified all current ticketholders of the change. Ticketholders were reached first by email and then by telephone. Our conversations resulted in no requests for refunds. Additional talent was added to the concert — including a special appearance by [redacted] son, [redacted] — to help satisfy ticket holders who may have been disappointed by the change. The media also was notified of the additions and changes in casting. Our website, advertising and social media also were updated at that time to reflect the change.The patron in question purchased his ticket via our website on April 11 — well after the announcement of the change and after the website had already been updated to reflect that [redacted] would accept the award for his ailing mother. It was boldly noted on the website page, and while we were confident that the information was clear, unfortunately, by purchasing via the web. the complainant did not speak with a Playhouse Sales Associate prior to arriving at the event.The first indication that the patron was unsatisfied arrived via an email to the General Manager on Sunday, April 23 at 1:38 pm. The email was misplaced in our system as we were in the midst of a major box office, website and sales conversion — as well as the opening of our first show of the summer season. To my knowledge, we received no other correspondence from the patron.Bucks County Playhouse has a no refunds, no exchanges policy for all tickets. That policy is presented on the sales page, on the actual ticket, and relayed to customers at point of purchase.In good faith, the Playhouse will reach back out to the patron to discuss fair settlement. It is our assertion, however, that the Playhouse worked hard to relay an accurate portrayal of the product to all patrons attending the event and was truthful in all advertising and marketing of the concert. This is a role and obligation we take very seriously as we are very eager to have happy patrons who want to return.We welcome the opportunity to discuss this further with you.With regardsMichael TMarketing Director
Bucks County Playhouse has not contacted me to resolve this complaint.