CID Entertainment

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: In response to the package not including or advertising a meet and greet; it also didn’t disclude it at the time of purchaseIt’s admitted by the company you in fact have to go to a completely separate page to view this informationA page that I didn’t deem necessary to viewI also questioned Taylor that if I had purchased this package and saw after the fact that a meet and greet was not included, would a refund be provided months in advance? Her reply was noIn fact, there’s no “no refund” statement or policy clearly listed eitherThe email that Taylor refers to is irrelevantThe information provided is vague and isn’t consistentIt’s apparent that Taylor is unaware of the setup of the venue and what is accessible when, as there are more areas than she referencesThere is a separate area between the main venue and the gates and the VIP area is located within the gates as she keeps insinuating it’s not“We sent an informational email to our guests about our VIP program, which expressed that VIP Chewould open at 5PM, not the doors to the venueThe doors to the general admission venue opened at 6:30PMBecause the VIP area is considered part of the venue, concert tickets are scanned before guests entered the VIP areaThis is a special VIP-only access area before the venue doors open to the general admission public.” That is a direct quote from the response regarding the processBelow is a quote from the email Taylor references.“VIP CHEVIP Cheis where you will pick up your poster, merchandise gift and laminateAfter checking in, you will be directed to the 'BG Nation' VIP loungePlease make sure the purchaser brings valid photo IDCheLocation: VIP Chetent, located next to the box office at the main gate CheHours: PM - PM”As you can see, there is no mention of the 6:time she refers too or that there are restrictionsThere were people that came in after the initial escort that were allowed to roam freely because no one bothered to escort them as they were supposed toShe claims it was for security purposes, but real life events don’t reflect that as just statedIn reference to the comment that “Because all of the advertised VIP package elements were available for [redacted] to take advantage of, we cannot offer a refund on her packages.” As stated in original complaint, these activities would have conflicted with seat position and openersThere is no schedule provided at ticket purchase time, and even if there was, said information regarding the VIP package wasn’t sent out until over months after the factReferring back to the beginning of this response, no refund would have been issued after receiving this email anyways The only item correct about the business’ response is that I did in fact suggest that the company list that meet and greets are not included under the package elements for further clarityI also suggested that they change the name of their packages so that the customer doesn’t make such ambiguous assumptions of what they’re gettingThey did update the website on the main page that meet and greets were not part of the package dealIt was also observed that this is listed on several other artists packages too as well; whether or not this change happens at the same time of this particular artist is unknownIn conclusion, the reality is that the advertisement of this package isn’t as transparent as the company is making it to believe, especially to a person who has never attended one beforeAs stated in original complaint, it is not guaranteed that this artist will be performing in my area within the next two years, so the offer to redo the package is in-sufficientThe only acceptable and fair solution is the requested refund Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I refuse to accept your high standard of service that you claim to have provided , never again will I utilize your company if that is your standard of serviceMy daughter should not have to leave crying that her big "gift" lasted only minutes and she really didn't get to interact with her favorite character Regards, [redacted]

I am rejecting this response because:If I bought the $tickets, they would be way in the back and after fees they're not $anywaysLike I said, I'm not paying that much to sit in the back on the lawnThe $tickets are horrible Even if I do go, do you really think it's a good idea to have someone who is pissed off go to your event that people paid good money to see? Trust me, it's notI immediately realized what I had bought was possibly incorrect, and I immediately tried to clarifyThis could have been easy, but now I'm just unhappy and I'm going to continue to leave reviews everywhere I won't lie, but I'm definitely going let everyone know that I paid $for VIP passes that are worthless and you guys couldn't care lessIf I can't sell them & transfer them like you said (also against your policy but you're willing to do that??), then I'm coming and it'll be quite the experience for everyone [redacted]

As we wrote beforehand, one of the last things we want is for a guest to feel that they were mislead into purchasing a package, and furthermore, we never want to hear that a guest feels that their feedback is falling on deaf earsWhile we stand behind the multiple steps we took to clarify that these packages did not include tickets, we still want to accommodate our guests in any way we possibly canAs all packages are non-refundable, any exception to this policy is rare and is determined by a number of factors - the nature of the request, the timing of the request, the timing of the purchase, and moreIn this instance, those factors allow us the flexibility to accommodate this guest with a refund for his orderIf the guest accepts this outcome, the refund will take 7-business days to process

The poster displayed in the image that the guest sent over is not the VIP posterThe correct poster, and the one the customer received in the package we mailed him, is displayed in the attached imageThis poster was exclusive to the VIP program - you could not purchase this poster at the merchandise standAdditionally, you can see a video that we made showing the process that the artist used to create the poster here: https://www[redacted] .com/cidentertainmentevents/videos/ [redacted] /We sincerely apologize for any confusion, but the guest did receive the correct poster

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: My phone is currently broken hence I have not responded to the phone calls. The only email I received was notifying me that I still will not receive a refund but just a $100 voucher. Why you will give a $100 voucher and not a refund is beyond me but obviously we will not come to a resolution that will satisfy me. I can be contacted via e-mail for further discussions but temporarily my phone is not available. I feel like I am being given the run around and CID is attempting to maintain funds for a sub-par experience handing out vouchers to a merchandise store that has limited items available. Very unhappy with not only my experience but also how this whole situation has been handled. Regards, [redacted] ***

I filed a complaint with Revdex.com back in September Complaint # [redacted] and the business contacted another person in my party that did not actually pay for, nor file the complaintRegardless of that fact, an agreement was made between my friend and Marissa from COD Entertainment for a partial refund and two [redacted] football jerseysThe check arrived however the shirts never arrivedMeanwhile my complaint was closed outAfter calling several times and asking about the jerseys, Marissa told Judy (my friend) that the shirts were mailed and there was nothing they could doAfter complaining yet some more, Marissa said she would mail two shirts but they would not pay shippingMarissa then emailed Judy and sent her instructions on how to send them a shipping label at our expenseI don't know if I should trust this company again paying for something that was promised to me in the first placeI called the Revdex.com phone number but no one answered even after twenty minutes ringing and going back and forth to music so I decided to email youI would just like to know if that is reasonable for them to have us pay the shippingI personally do not believe she ever sent the jerseys so I am afraid she still wont send them unless I pay extra for signed deliveryPlease advise on what course of action we should takeThank you so much!Desired Outcome: I would like the delivery of the promised football jerseys

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would like to thank CID Entertainment for finding a solution to this problemI know the company had done everything they could do on their end and the trouble was strictly with the third party ticketing companyHowever, I do appreciate that they developed an acceptable solution to work around the system's strict policies, even after they had told me they did everything that they could do on their endThis additional step made it possible for us to experience this event Regards, [redacted]

We regret that the guest did not feel her seats were premium, but we have confirmed with our ticketing team that the seats were within the first rows of the stage, and, thus, were premium in that they provided a better vantage point of [redacted] than the vast majority of other seats at the venueWe understand that our guests are some of the artist's most passionate fans, and as such, want a front-and-center view for the entirety of the showAs the stage is round and the artist moves around it throughout the show, it is impossible for any single guest to have a central view throughout the showThat being said, the guests in our program did indeed have a better seat than the rest of the venue, and the seats can accurately be considered premium seating, as advertised with our packages.We want to re-emphasize that we truly are sorry to hear that this guest had a negative experience at the performanceIt's for this reason that we are eager to have her and other guests join us at a comparable VIP program within the next yearShe can choose any comparable program from [redacted] , inform us that she'd like to attend, and if availability permits, we will let her access VIP amenities free of chargeAll she would need to take advantage of this offer are general show-ticketsThis offer is not limited to any future [redacted] shows - though she can certainly tell us if she'd prefer thatRather, this offer encompasses any comparable VIP program offered from www.cidentertainment.com within the next year, as long as availability permitsWe sincerely feel that this serves as a token of our appreciation for her feedback, as it gives her a year to choose a program and the VIP program itself can cost hundreds of dollars per person - a value that we are happy to provide to her

[redacted] Complaint: [redacted] I am rejecting this response because: I am definitely NOT being unreasonable The first time I mentioned my complaint to CID they thanked me and said they would take my feedback into consideration when deciding which seats they deem "premium" in the future I am completely aware that there was not a guarantee of being front and center as I have been to at least [redacted] shows previously However, paying $4,to be stuck BEHIND THE BAND WITH EQUIPMENT BLOCKING YOUR VIEW is NOT worth that price I have sent pictures to CID as well upon their request ANY seat would have been better than the ones we had, even seats further on down on the same row we were on because THEY DID NOT HAVE EQUIPMENT IN THE WAY Even seats in the nosebleed section would have been preferable to these because we could not even see the screen!!!!!!! I could not see him singing with his guests and I had no clue until I got home and looked at other peoples photos that he played electric guitar that night and WE WERE ON THE FRONT ROW!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! We could see a side view of [redacted] from time to time and that was it Ridiculous seating for that price!!!!!!!!!! I have NEVER complained before Regards, [redacted] ***

Hello [redacted] , This guest reached out to us as well and I responded to him on February 13th with the email below, addressing his concerns and granting him a partial refund, as he requestedThe refund was processed by Ticketmaster on 2/13, so the guest should see the refund in his account in the next few business days if he has not alreadyIf there is anything further you or this guest needs assistance with, please let me knowThank you, Erica B [redacted] Guest Services Manager CID Entertainment [redacted] Experience Dallas feedback and refund Erica BTo: [redacted] @ [redacted] From: "Guest Services" Reply-to: [email protected] FEB 13TH, AT 3:50PM Hello ***,Your feedback about your visit to The [redacted] Experience was escalated to me by our partners, so I wanted to personally reach out and extend my sincerest apologies for not only the delay in response, but also to thank you for taking the time to provide us with your feedbackBeing a new program with a new partner, it is through guest feedback of a program where we can truly review and improve the details of our VIP programs moving forward.Attending a highly-anticipated event only to not have your expectations met most definitely warrants the amount of frustration you experiencedWe have passed your feedback about the technical aspects of The [redacted] Experience onto our partners and taken your observations and feedback about the VIP elements to our project management teamAs for your request for a refund, we appreciate your patience while we looked into your optionsThere are many parties involved in this program and unfortunately this process has taken much longer than any of us would have hopedIn light of your experience, we will be refunding you the cost of your VIP ticket, minus the base ticket costThe refund amount of $has been submitted to our ticketing outlet today and you should see the funds return to your account in the next 5-businessIf you have any questions or concerns, do not hesitate to let me knowThank you again for your email - we know everyone has very busy lives and appreciate your taking the time to provide feedback.Best,EricaGuest Services ManagerCID Entertainment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hello ***,Once again, we are very sorry to hear that you had a negative experience in Chicago.However, all elements of the VIP program were delivered as advertised and we stand by our serviceFurthermore, we can absolutely assure you that no CID staff members were intoxicated while working the event.Thank you,CID Entertainment

Hello,">
It is our goal at CID Entertainment to provide the best possible service for our guests and are saddened to hear if anyone is ever disappointed with their experience at our programs. We understand there was a delay when the guests checked in with figuring out what was wrong with the fan and refrigerator in in the tentOur team was checking people in at the time of the request so we certainly apologized for the wait they experiencedWithin a few hours of checking in, we provided them with a new fan and refrigerator
The sometimes inconsistent state of the restrooms were due to the conditions of the grounds after the storm that hit the festival the day priorThe trucks servicing the restrooms were getting stuck in the mud and it took longer than expected for them to reach each trailerWe understand the inconvenience this caused and truly did our best to have them serviced as quickly as possible.
As a token of our apologies we did mail out a special reproduction of a very limited ***' merchandise gift to both *** and *** as we truly appreciate our guests patronageAs they have requested, we will be providing a refund amounting to the difference between the VIP and Super VIPA member from our team will be reaching out to the guest for their mailing address so we can send a check.
Thank youBest,
CID Entertainment

We here at CID Entertainment pride ourselves on offering great services, and when a guest feels we have fallen short of that expectation, we are sincerely sorry to hear itThe Director of Guest Services has spoken with the guest to clarify his experience and has also spoken to the CID operations
teamAs all packages are non-refundable, any exception to this policy is rare and is determined by a number of factors - the nature of the request, the correspondence, and moreIn this instance, those factors allow us the flexibility to accommodate this guest with a $partial refund for his orderAdditionally, we will send him a poster for the confusionThe Director of Guest Services has spoken to the guest and they are aware and satisfied with the resolutionWe hope to see him at a show in the future

Hello,It is our goal at CID Entertainment to provide the best possible service for our guests and are saddened to hear if anyone is ever disappointed with their experience at our programs. We understand there was a delay when the guests checked in with figuring out what was wrong with the fan
and refrigerator in in the tentOur team was checking people in at the time of the request so we certainly apologized for the wait they experiencedWithin a few hours of checking in, we provided them with a new fan and refrigerator The sometimes inconsistent state of the restrooms were due to the conditions of the grounds after the storm that hit the festival the day priorThe trucks servicing the restrooms were getting stuck in the mud and it took longer than expected for them to reach each trailerWe understand the inconvenience this caused and truly did our best to have them serviced as quickly as possible. As a token of our apologies we did mail out a special reproduction of a very limited ***' merchandise gift to both *** and *** as we truly appreciate our guests patronageAs they have requested, we will be providing a refund amounting to the difference between the VIP and Super VIPA member from our team will be reaching out to the guest for their mailing address so we can send a check. Thank you.Best,CID Entertainment

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: this is not what happenI was not the only one that the company screwed upOf course they would respond like thatI am very upset that they feel they did nothing wrong on thisHow do you send people to Mexico and say what you advertise and not match sure we are taken care ofThey are like a travel agent and a travel agent would make sure their customers had everything lined up
Really this does not please me at allBad Business on their part. This is not right, I work hard for my money
Regards,
*** ***

We first want to emphasize that one of the last things we want is for our guests' expectations to be unmet, and when guests tell us of this, we take it very seriouslyIt's for this reason that we were eager to discuss this instance with our Ticketing and Operations Teams In regards to the
signed merchandise - we certainly understand that *** *** is eager to receive this, and we will be shipping them the merchandise in the near future In regards to the VIP Party -We understand that changing times from what they were advertised as can sully our guests' experiences, which is why we made sure to never provide a party time in our pre-purchase advertisements, and even clarified in our program FAQs that the timing of the party was to be determined nearer the eventIn any case, we strongly feel that the party matched, if not exceeded, what it was advertised as: Invitation to the VIP pre-show party in The King’s Saloon featuring: - ‘The Best Day’ VIP wristband granting complimentary drinks in the King’s Saloon Texas-style catered buffet dinner - Access to private VIP-only merchandise stand We worked quite a while with our Ticketing Team to clarify where *** *** seats were located, and whether they met the advertised element of "One (1) premium reserved ticket in the first two rows of the floor." After this investigation, we have confirmed that the seats do indeed meet that advertised standard While we did confirm that the guest was near some sound engineers, we also feel her view, as well as the acoustics for her spot, certainly met the high standards we have for our guests, and she had one of the very bset vantage points in the entire venueThat being said, we are still sorry to hear of any of our guests having anything less than a spectacular experienceIt's for that reason that we have made the offer to have *** as well as two additional guests, join us at any comparable VIP program within the next yearOur offer serves for most of our touring programs throughout the countryWe sincerely feel that this serves as a token of our appreciation for this guest's understanding, as well as of our eagerness to show her a great time at one of our events

Hello ***,
Thank you for getting back to us regarding your Tropical Nights experienceWe completely understand where you are coming from and as we wrote before, the very last thing we want is for our guests to feel like we didn't take care of themThe previous email we sent you was meant to show you where all the advertised information can be found online, to serve as an honest explanation for why the there may have been confusion regarding the check out date, to let you know that we empathize with your frustration and that we did accommodate your needsWhen we were made aware of that you needed to stay an additional night at the *** *** ***, we were able to secure your room at the rate that guests paid before arriving in Mexico. Other guests who did not purchase additional nights through Tropical Nights' website and needed to stay an additional night were charged the regular resort rate. Since we were able to address and resolve your issue while you were in Mexico, we cannot concede to your request for partial refundWe also just want to emphasize that we are grateful for your feedback, as it is constructive criticism like yours that allows us to improve our services for future guestsBest,
***

Dear ***,
We have attempted to contact the guest on several occasions, both via email and phone, as well as left several voicemails without successWhile we are unable to provide a $refund, the $merchandise voucher we provided is good for almost a full year and new items get added to the artist's online store oftenThank you for following up, and please let us know if there is anything else we can assist with or clarifyBest,
Erica B***
Guest Services Manager
CID Entertainment