Capture it Photography & Events

Review: I purchased a VIP table at the [redacted] and [redacted] on Sept 19. The table seats 6. The event time is posted as 11am-7pm. I had two guests arrive at approximately 5pm and were turned away. They were told that they were not letting anymore people in, there were no more tickets, and they were wrapping things up. There was never any time limit posted as when my guests needed to arrive. If their ticket was already paid for how could they be turned away? I contacted the event coordinator and was told that wouldn't have happened not unless it was after 6pm. I received notice from my guests at approximately 5:30pm that they were turned away and I have the email to prove it. Also, if they would have gotten there after 6, if they had a paid ticket why wouldn't they be allowed to get in. Again there was nothing stated as a time for gates closing or last entry to the event. The coordinator made no attempt to investigate the situation just stated "My staff wouldn't do that" and I feel was very rude and unprofessional in her response. At no time did the coordinator make an attempt to rectify my complaint.Desired Settlement: I paid 375.00 for a table of six and two of my guests were turned away by the event staff. I would like to be refunded the cost of the those tickets 125.00.

Business

Response:

I received a message from Mr. [redacted] regarding his complaint. I immediately contacted my staff by phone that were working the gate on Saturday and they as well as the LPD officers at both gate stated that no one was turned away that had already purchased a ticket or that was on the Will Call list which his two guests were. Our cash sales at the gate were cut off at 3:30pm by LPD ([redacted] Police Department) due to the amount of people at the event however, again, anyone who had a ticket was still allowed in. Mr. [redacted] also complained that there were no hors d'ouveres under the VIP Tent when he arrived at 4:30pm. Numerous emails as well as the website stated that the hors d'ouveres would be served from 12 noon until 2pm under the tent and adult beverages and water would be available all day under the VIP Tent. I apologize Mr. [redacted]'s guests experienced this however after speaking to my staff and the LPD officers, no one was turned away who had tickets. I do not feel a refund is due in this situation.Kim Jenningsowner/producerCapture It Events, LLC

Consumer

Response:

I have reviewed the response offer 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.The first initial contact with Ms. Jennings was not pleasant. I had to email more than once to find out how to get tickets for my guests. She stated she emailed me, stating there was a will call list. I received that email after I emailed her at least twice. I never received a email about anything until my second request. She also stated she sent a email about the Hors-d'oeuvre only being served for 2hrs at a 7hr event. I never received that email. I asked her to forward any emails that were sent to me prior to me asking, she never sent the email that was sent to me. I brought my tickets 8/14, she's stating that she sent a email 9/15 four days prior to the event about the Hors-d'oeuvre. I bought my tickets through [redacted] on there Website. When you buy the tickets there is not mention of a limitation or time table for anything, entrance or Hors-d'oeuvres. I received the first email from my guest at 5:36pm.[We tried coming. We just left. The lady at gate said they had no tickets and they were shutting it down. I am sorry we were late. I had a 2:30 appointment. Thank you so much for including us. I really appreciate your work and the ability to work with you.Hope you had a great time. It sounds like lots of fun was being had by all. Thank you again [redacted]Sent from my iPhone]I sent a email to Ms. Jennings at 6:38pm stating my guests was turned away. Without any inquiry with her staff Ms. Jennings immediately dismissed my complaint. She states that people were being turned away as early as 3:30pm. There's no chance that one of her staff turned my guests away. If there was an overcrowding issue at 3:30pm is it not logical to think at 5pm that the event could've [redacted]n at capacity and people were being turned away. She also states that my guests would've [redacted]n turned away if they arrived after 6pm, again there is nothing that states a gate closing time. At no time does she mention an inquiry with her staff. Only after I made a complaint to the Revdex.com does she mention an inquiry of her staff.[redacted]I'm sorry to hear you were disappointed in the event. We sent out numerous emails regarding the VIP Tent area that stated the hors d'ouevers would be served from 12-2pm. There was bottled water in the cooler as well as [redacted] and [redacted] available under the tent.Any person(s) that had their name on the Will Call list or who had already bought a ticket was allowed in. Those that did not have a ticket and were paying cash at the gate were not. LPD cut gate sales off at 3:30pm due to being close to capacity. All staff and volunteers working the gate were informing guests of this and I can't imagine any of them telling someone the event was wrapping up unless they go there after 6pm.Those who were under the VIP Tent were extremely pleased and we heard nothing but praises.[redacted]]I have asked my guest [redacted] to send me a statement explaining what she experienced when she tried to enter the event. [redacted] This email will confirm the events of our attempted entrance into the [redacted]. My husband and I arrived at the [redacted] around 5:00. As we were walking in we observed a number of people leaving. Prior to arriving at the gate a city worker informed us that they were not selling anymore tickets. We explained to him that we had tickets waiting for us. When we approached the gate there were two ladies sitting there. They were designated as volunteers and were sitting at the main gate table. They were packed up. I think I could even identify one of the ladies. We explained to them that we had tickets waiting on us and that we were to pick them up at the front gate. I gave them both of our names and your name. One lady made it perfectly clear that she knew nothing about any tickets and that they did not have any tickets for us to pick up. They were not pleasant about it either. She also stated that they were going to be closing the event early. Not being allowed access to the [redacted] we left. Shortly after we left I emailed you to inform you of the problem. I wanted you to know that we tried to come. We appreciated your thoughtfulness of inviting us to the event. My husband and I can attest to the situation. We were denied access and we were told there were no tickets available. [redacted] Mrs. [redacted] explains in detail that she was turned away by the staff of this event. I think its ridiculous and insulting that I have to go into such lengths to prove that I as a customer is being forthright. While Ms. Jennings isn't coming out and saying it, she's calling me a liar. She's implying that either my guests or I am making this up. She states that her staff would've never turned them away. My guest is stating that one of the volunteers turned them away. Did she speak to every single one of them as well? I have attached the original emails sent to Ms. Jennings and her responses. I've also attached the original emails sent from my guest [redacted]. I am requesting a refund of 125.00, the cost of the 2 tickets.I thank you for your assistance in this matter.[redacted]

Business

Response:

I have read over Mr. [redacted]'s response. As stated on the website and ticket site, we have a no refund policy. Mr. [redacted] purchased a VIP table for 6 at the [redacted]r & [redacted], four of his six guests did attend. I'm sorry that two of his guests did not get there until 5pm when the event started at 11am. At this point I am not willing to reimburse him for the two guests that did not show up until near the end of the event.

Consumer

Response:

I have reviewed the response offer 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.You cannot not give a customer the product or service they paid for and then state we have a no refund policy. No where on any of the website pages of this event does it state a no refund policy. I am not asking for a complete refund I am asking to be compensated for the two people who were turned away by the event staff. It clearly states on all the Websites that mention the VIP tent table for 6 and admission 6. Six people showed up and 2 were turned away. To state that my guest shouldn't have showed up late is ridiculous. How did they show up late, when they come to an event at 5pm that isn't over until 7pm? The last band didn't come on until 5pm as scheduled. There is nothing stated on any website of an gate closing time. I sent the email that shows the event coordinator asking me to send her six names to be on the will call list. At no time did she state anything about a gate closing time. The fact that the event coordinator immediately dismissed by complaint and changed her story three times shows the lack of professionalism of this business. I was contacted by my guest at 5:30pm,notified the coordinator at 6:30pm and didn't get a response until 7am the next morning. Nowhere in her response did she say she contacted her people immediately or that she contacted them at all. She stated "I can't imagine any of them telling someone the event was wrapping up unless they got there after 6pm." Two things 1.That shows she didn't contact her people immediately or she would have mentioned it. 2. Again my people were there at 5pm and if they did show up at six they still had a paid ticket and should have gotten admittance, there wasn't a gate closing time. The coordinators first response was her staff would not have turned my guests away, the second was I called my staff immediately and people were turned away but not your guest and now she's stating it's my guests fault because they got there too late. Again how do you sell an advanced ticket and then not admit those customers. As the customer I fulfilled everything that was asked. I purchased the tickets, I provided the names for will call, 6 people showed up. It's not my responsibility to make sure there is enough room for the people who purchased advanced tickets. This really can't be one of her arguments because the VIP tent already had a predetermined amount of space allocated. That space was reserved. This business did not fulfill their part in this transaction. If it's 2 or 100, how do you take peoples money then not allow them to come in and then say we have a no refund policy. I have attached the original emails from the coordinator. I have also attached screen shots from the websites that sold tickets, there is nothing on any page that states a no refund policy. The Event page, about us page, ticket page, FAQ page, nothing states a no refund policy. I'm also sending a scanned copy of the ticket, no where does it state a no refund policy.The coordinators states that it is posted on her website and ticket website that there is a no refund policy. If there is a no refund policy can the coordinator please send a link to that webpage.Regards,[redacted]

Business

Response:

On the [redacted] site where tickets could be purchased it did state No Refunds. On the website it stated this as well. There were also three signs leading up to both gates as well as the gate itself that stated No Refunds. I am willing to give Mr. [redacted] two Sampling Admission tickets to next years event however I am not willing to issue a refund.[redacted]

Consumer

Response:

I have reviewed the response offer 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.

I will not accept anything less than what was requested at the beginning of this complaint, compensation for the two paid guests that were turned away. Two tasting tickets is approx. $50.00, while the compensation value is 125.00.Also, why would I accept a ticket for an event that the coordinator feels she can just turn me away at her convenience. Throughout this entire process this person has insulted my intelligence and integrity all with a condescending tone. She has changed her story three times and she has made numerous statements that turned out to not be true. The last stating she had a no refund policy posted on her website and the ticket website. I have given a statement from the person that was turned away and showed that none of her sites have a no refund policy listed. There is nothing showing a no refund policy on her sites for her future events as well, why would there have [redacted]n one for this event. I will be taking this to civil court and I will present this evidence to a judge and I will accept his ruling. I will be presenting this to Paypal, [redacted], and any news source that will listen. I must also say that I find it disappointing that the Revdex.com gives the business the benefit of the doubt over the customer without merit. Regards,