CID Entertainment

CID Entertainment
Hello,
Thank you for your feedback, and we are very sorry to hear
that you had a disappointing VIP experience at *** ***We understand your
complaints and would like to address them one by one:
We confirmed with our on-site staff that the Main Stage
general admission pit had no capacity concerns and that security staff was
fully trained to permit all VIP guests into the pit for all main stage actsNo
guests with VIP wristbands would have been denied from the Main Stage general
admission pit, and signs clearly marked the entrance pointThe VIP viewing
area never reached capacity, so VIP guests had the opportunity to enjoy either
the VIP or GA Pit areas
The Water Park Stage viewing area did exist and was marked by
a large sign ten feet in the air directly above the entranceBoth the
Water Park Stage and Main Stage viewing areas were clearly marked on the
festival maps that you received at VIP check-inIf you had any issues finding
the VIP viewing areas, we had helpful concierges located in the Main Stage and
Water Park Stage lounges at all times while music was going onOur concierges
were present to answer any questions and resolve any issues, and would have
been able and more than happy to help you find the viewing areas
We understand that there were communication issues with
certain vendors and that some did not accept meal vouchers, though we can
confirm that the majority did with no issuesHowever, because of this inconvenience, we would like to offer a $
refund, as you received three meal tickets valued at $each
Our VIP Club was very busy throughout the weekend, and it is
possible that you may have arrived at one point when we were out of water
bottlesHowever, the VIP Club was consistently restocked with water bottles throughout
the weekend, and was never without water bottles for more than a 15-minute
stretchWe apologize for any inconvenienceFree water refill stations
were also conveniently located throughout the concert field and campground
Although there were some issues with the drink specials
offered early on Thursday, we can confirm that the VIP Hospitality Area bar
offered drink specials at the correct discounted prices beginning Thursday
afternoon throughout the rest of the weekendPlease note, these specials were
only offered in the VIP Hospitality Area bar and any other bars would not have
offered these specials.
A private VIP restroom was located on the VIP hospitality
deck by the main stage, and additional air-conditioned restrooms were available
in the building next to the *** lounge
The option to add VIP Parking close to the box was an a
purchase available for VIP guests, and we clearly advertised it as an option
with limited inventory that would sell out in advance, as it did
Posters were available to pick up at the VIP Club throughout
the weekend, and this was communicated to all guests at VIP check-inIf you did
not pick up your poster, we are happy to ship you the poster as quickly as
possible
We appreciate your feedback regarding the *** *** VIP
program as we are always striving to create the perfect experience for our
guestsWe are happy to offer a $refund for the meal voucher issues, but we
do feel like all other elements of the VIP program were fully deliveredPlease call CID Guest Services at ###-###-#### and we will gladly process your $refund and ship your poster
Thank you again for your valuable feedback, and we hope to
see you again at another event soon!

It is correct that the guest purchased a package from us for the LumineersPer our standard policy, all merchandise included in our packages must be redeemed on site at our VIP Check-inWe are unable to ship out any merchandise post-event, as merchandise travels with the tourIn the instance that
extra merchandise is shipped back to the office after the tour is over, we are happy to fulfill merchandise requests, as long as the guest covers the shipping costThis is exactly what happened in this instance, however, due to the nature of this being an international shipment, there was a significant delay in the processWe feel that this delay does not meet our high standard of service, and it is for this reason that we have refunded the guest in full for the cost of shipping - a total of $USDAdditionally, we have finally been able to ship the merchandise free of charge to the guestThe tracking number indicates this is currently in transit and should be received by the end of the day tomorrowWe sincerely apologize for the delay and thank the guest for their patience during this process

Hello,
12.***6914px; background-">The first show of Farm Tour on 10/1/did have a viewing area that was farther away than intended. One of the reasons the viewing area was not up to our standards was because the farm land was unevenThis was the first time the tour had done a show at *** *** Farms and while originally there did not seem to be any slope, the tour management quickly noticed the gradual slope which negatively affected the audiences' viewEven the stage its self was on an inclineThis in turn affected our VIP program and the location of our viewing area. We received feedback regarding the viewing area in our guest services department and on social media and reported it to the tourFor the next show on 10/2/the viewing area was drastically improved and each show from then on out went according to plan with properly placed VIP viewing areasAny guest who called to inquire about the issues of the first show was told that the viewing area location would be placed appropriately for their upcoming show.
I spoke to the guest explaining the VIP viewing area and the VIP amenities providedFarm Tour is a unique tour in that it is run more like a festivalEverything is standing room general admission except for the VIP experienceThe VIP viewing area is a very traditional viewing area similar to that of a festival in that it gives you a great view of the stage and a place to get away from the dense general admission area to enjoy more comforting amenities including access to the VIP only, air conditioned restroom trailers and a private cash barFor the Farm Tour show in ***, everything that was promised to the guest was provided and everything went according to plan. The viewing area was house left about 10' from backstageIt had entrances to make access convenient for guests to pop in and out at their leisureBecause of this we did not provide a refund, however, on 10/23/we offered the guest a $voucher to use at *** ***'s merchandise store ( http://store.***.com/ ) and provided her with the voucher code.
Best,
Taylor CCID Entertainment
Assistant Manager of Guest Services
SBroad St,Suite Philadelphia, PA (phone) ###-###-####
www.cidentertainment.com
www.valleymusictravel.com

[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 ***, and find that this resolution is very satisfactory to me
Regards,
*** ***

Hello ***,Thank you for reaching out to us and sharing your Weird Al Mandatory VIP Experience in Vienna on June 12thThe last thing we want to hear from our guests is that they were promised services that weren't rendered.A large part of providing our guests with truly memorable experiences is
to provide them with as much information as possible before the show-dateWe are constantly working to update our FAQs, our purchase pages, and our social media posts so that guests such as yourself can be kept up to dateMore important than any of those mediums are the Informational Emails we send to guests in advance of the showThese emails are intended to give our guests all the essential information they will need to ensure they enjoy all of the VIP activities their package entailsWe list the date, performance time, the venue location (including a map), and information regarding the time and location of the VIP party.In the email you were sent on June 5th, we wrote that the party would start at 3:30PM and that it would be held in the Ovations DeckThe party did begin as scheduledWe did not, however, list when the pre-show party would end, and we apologize for this oversight.Our Guest Services team reached and offered you a signed headshot on June 2th, but we recognize this is not sufficientWe would like to offer you a refund to cover the VIP portion of your package, and will reach out to you directly to process thisWhile we are still sincerely sorry that you weren't able to join us for our VIP program in Vienna, we hope that this serves as a token of our sincere apologies for your experience.Thank you for your feedback hereIt's constructive criticism like this that allows us to improve our services for future guests. Best,Ethan

We are very sorry to hear that this guest had trouble purchasing through the ticketing outletWhile we are unable to comment on her personal experience with the ticketing website, we looked into the purchase process with our ticketing team to determine if something amiss occurred and they concluded
that the ticketing system performed as expectedThe guest’s issues acquiring her desired package type were not due to a glitch in the ticketing site, but due to high traffic volumeThere was an extremely high demand for this event and packages sold out within momentsWe have no record of the guest inquiring about disability assistance for purchasing ticketsIf we had received this request, we would have look into this with our ticketing partners. The only correspondence we received from her prior to 8/22/was on 8/5/16, where she reached out via email claiming she had purchased the Bus Tour with her order, but that it was not displayed on the order receiptAs we had not received ticketing data yet, we directed her to ***, the ticketing outlet for the event, to confirm exactly what she had purchasedThere was no mention of her needing ADA accommodations in this email correspondence. The guest then emailed us on 8/22/claiming that she had written regarding disability accommodations but never received a response, even though the only record we have of her contacting us previously was on 8/5/16, as detailed in the previous paragraphOne of our representatives informed her that we did not see any previous correspondence regarding disability accommodations, but that we would be happy to assistShe then wrote back clarifying that she had actually written to ***, the ticketing outlet, on 8/6/to inquire about disability accommodations, which explains why we did not see any emails from her inquiring about thisWe are sorry to hear that the guest was frustrated with the fluctuation of inventory for *** ***It was never the intention to confuse or frustrate guests. The *** are absolutely committed to their fans, as well as the local community of Las Vegas where they got their start as a bandThis is precisely why all proceeds from this event are going to support the *** *** *** and *** *** - Las Vegas charities that the band cares very much about. With all of this in mind, everyone involved in the program has done their best to balance the allocation of travel packages and tickets. Her claim that we did not allow her to attend the bus tour due to having a service dog is absolutely inaccurateThe Bus Tour simply sold out before she was able to purchaseShe did not mention her service dog until her email to us on 8/outlining her accessibility needs, where we informed her we would be happy to reach out to our partners to get more information regarding ADA accessibility at the eventThere was never a time that we informed her the venue was not accessible or that she would not be able to bring her service dogWe emailed her on 8/29/to confirm for her that the venue is ADA accessible and that we were simply waiting to hear back from our partners on the specifics of those accommodations, such as seating and service animals, so that we could best address her specific requestsAfter escalating all of her ADA requests to our event team and partners, they have confirmed that they will be prepared to handle her accessibility needsThe venue will have an ADA area (Stage Left), and staff will be ready to place chairs upon requestThey will have security in place to handle all service animals on a case-by-case basis in accordance with the law, if she chooses to bring hersFurthermore, our cheis located inside of the Casino, so she will not have to wait outside in the sun for any reason to pick up her ticketsWe have informed her of these details and we are fully ready to accommodate her needs on-siteUnfortunately we cannot provide the guest with the requested VIP tickets or a bus tour as both of these programs are sold-out at this timeThis said, we hope she has a great time at the event and we look forward to seeing her soon

Purchased a Denver Grand Hyatt package for two nights with 4 Floor tickets at $399 each. Contacted CID both prior to and immediately after purchasing the package requesting ADA seating, as per site instructions. After emailing numerous times with two different agents for eight days, we were told that the ADA seating in the floor area we requested had been sold and offered us tickets in section 5 as the seats there had backs. Might as well be in the parking lot.
Be advised if you are disabled, that they do not see ADA as in their purview. You may or may not be accommodated

The only thing this company cares about is taking your money. They sell "VIP" concert experiences, overpromise, and underperform. When you, the consumer, are left disappointed afterward, the only things they offer is an insincere apology.

I paid $120.50 for a "Dynamite Action Concert Goer Level" ticket package for the Decemberists concert in New Orleans The general admission ticket would have cost about $30. For what I paid I was promised the following:

•One (1) premium reserved ticket in the first (15) rows -OR- one (1) general admission ticket to see The Decemberists live in concert;

•An invitation to a pre-show event in the venue, featuring a 2-song performance by The Decemberists and Q&A session;

•One (1) limited-edition tour poster, signed by The Decemberists;

•One (1) collectible patch;

•Crowd-free merchandise shopping; and

•On-site concert host.

The "on-site" concert hosts" served only to tell us when we could enter the venue for the "pre-show event" and when we had to exit the building. Otherwise they were useless.

The "crowd-free merchandise shopping" entitled us to peruse the same overpriced, uninspired crap offered on the band's website with one exception: the tour poster offered to the public was nicer in appearance than the one we received as part of our overpriced package.

The "collectible patch" is cheap in appearance and was made in China.

The "pre-show event" in the venue was neat except for the fact that I felt like we were intruding on the band's rehearsal time. This was the only part of the experience worth any of the money I paid.

As I mentioned previously the "limited-edition tour poster" signed by the Decemberists was less appealing than the poster offered for sale to the public on the night of the show. Additionally, one of the signatures on my poster had either smeared or had been signed with a pen that was either defective or nearly out of ink. It made the poster, to me, unworthy of framing or display.

When I contacted CID Entertainment I received an apology and a promise that the company would check into the availability of a replacement poster. I was also asked to forward images of the poster I received. I did so. I expected to later receive notice that no replacement was available. That is exactly the response I received about one week after my inquiry.

I've conducted online research into CID Entertainment. I've found a multitude of complaints from fellow consumers. CID Entertainment's Facebook page as well as Yelp, the RevDex.com and other sites are full of bad experiences shared by other concertgoers.

If the Decemberists or any other of my favorite bands choose to partner with CID Entertainment in the future, they won't be getting anymore of my money. Very disappointed.

Hello [redacted],
" background-">I am writing to respond to our guest's complaint about the VIP amenities at the [redacted] showThe guest has also been working with our Assistant Guest Services Manager, Taylor, regarding this situationTaylor was able to explain to him that this was the first time Farm Tour had done a show at [redacted] Farms and, while originally there did not seem to be any slope, the tour management quickly noticed the gradual slope really altered the audiences' viewEven the stage its self was on an inclineThis in turn affected our VIP program and the location of our viewing areaAll of this being said, we completely understood the guest's disappointmentLetting down a guest is the very last thing that we wantThe guest requested tickets to another show for a different artist, but unfortunately we were unable to make this happen, as they are separate projects and management companies. We were able to obtain a full refund for this guest's purchase, which he should have seen in his account by nowWe did thank him for taking the time to reach out with his feedback, as this allows us to grow as a company and improve our services for future guests. Please do not hesitate to reach out if you have any further questions or concernsBest,Erica *B[redacted]Guest Services ManagerCID Entertainment

We here at CID Entertainment go to great lengths to make sure our package offerings are clear and accurate, and we feel this package is no exception. We offer the 'Hands Down' The Ultimate Dashboard Confessional Experience for most shows which includes a ticket to the concert and...

additional enhanced experience package elements above what a normal ticket offers. There are select shows that only offer the upgrade, which includes the enhanced experience elements but does not include a ticket to the show. The upgrade is intended as an add-on for people who already have a ticket to the show. Depending on the venue, the 'Hands Down' The Ultimate Dashboard Confessional Experience is priced between $139 - $169. The 'Hands Down' The Ultimate Dashboard Confessional Experience Upgrade is priced at $99 because it does not include a concert ticket. As the guest stated, under the package elements on the main CID Entertainment Dashboard Confessional webpage, there is a note that explicitly says "VIP Upgrades that do not include a concert ticket are available in select cities."When you click the purchase button next to each individual show date show date, the information displays with the exact package offering and pricing for that specific show. If you click the purchase button for July 18th, you will see that only upgrades are available for this show.  Under this show package information that states it is an upgrade, you will see a disclaimer in all caps that states "VIP UPGRADE DOES NOT INCLUDE A TICKET TO THE SHOW. YOU MUST HAVE A TICKET TO THE SHOW TO REDEEM THE VIP UPGRADE ELEMENT" right above where you click purchase. Once you click purchase, you are taken to the ticketing outlet page where you are able to add items to your cart. On this page, it explicitly states that the package is an upgrade, lists all package elements (a ticket is not listed on these elements), and again puts a disclaimer in all caps that says "VIP UPGRADE DOES NOT INCLUDE A TICKET TO THE SHOW. YOU MUST HAVE A TICKET TO THE SHOW TO REDEEM THE VIP UPGRADE ELEMENT."Both our website and the purchase page provide explicit messaging stating the upgrade does not include a concert ticket. Our packages are sold as nonrefundable and we must abide by that policy. We truly hope the guest chooses to join us. There are still tickets available starting at $45. The link to purchase is : [redacted] With that being said, if the guest no longer wishes to attend and utilize their upgrades, we are able to assist with an alternate pickup so they may authorize someone else to utilize the packages on their behalf. We simply need the guest to provide us with the new guest name and email at least one week prior to the event date and we will ensure they can receive the package offerings.

[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 although the resolution is not what I expected, I anticipate this is all that CID will offer so please mark this resolution is satisfactory to me.  
Regards,
[redacted]

We here at CID Entertainment we strive to provide the best possible service for our guests and are sincerely saddened to hear if we have ever not reached this standard. It's for this reason that we originally escalated this issue to our ticketing and operations teams. It's also for this reason that...

we elected to make an exception to our no-refund policy and refund this guest for hisshow-tickets (but not the VIP portion of his packages). One of the last things we want our guests to feel is that theywere mislead, which is why we take care to clearly present all of the package elements on our website. In regards to the party - the guest would've necessarily come into contact with the On-Site Exploration Guide, as the Guide was present at the party and at check-in. While the timing of our meet and greets are constrained by the artists' schedules, as well as their desire to meet all of our guests, there was enough time for our guests to connect with their Octonaut heroes in a way that they would not be able to outside of our program. We understand that all guests want to spend an extended amount of time with the artists, but, unfortunately, the only way for all guests to meet the artists is to allow a set time limit. As for the snacks and merchandise - they were indeed provided at the party, and were available for all guests take, as they were laid out prominently on a table. We apologize if this was not clear to the guest, which is why we we have offered to send guests' extra merchandise, and cover the shipping. While we are sorry to hear that this guest did not like the activities and games, we truly feel that the offerings of the party meet the high standard that we have for our programs and ourguests,and that they served to allow the Octonauts' most passionate fans with the artists. In sum - we are sorry to hear that the guest was not pleased with his experience, but we do feel that our party met our high standards, and met reasonable expectations, as derived from our advertised package elements. The guest should be expecting the refund shortly for their seats. As stated by us and the guest, we have already refunded his seat portion of his order due to his being further away than advertised.

Hello [redacted],
Thank you for reaching out and providing your feedback on the [redacted] show. I understand you have been working with our Assistant Guest Services Manager, Taylor, regarding this situation as well, but I wanted to extend my personal apology that your experience on October 1st was not as it should have been. As we pride ourselves on offering the very best service to our guests, when our guests feel that we've failed to do so, we take that very seriously and want to get to the bottom of the cause.I know that Taylor and and our associate, Erica S., explained to you the situation of this being the first night of the Farm Tour and the slope in the show field affecting our VIP program and the location of our viewing area. We completely understand your disappointment, as we are just as disappointed that the experience we know we can provide did not come to fruition.All of this being said, you should be receiving your full refund back to your account shortly. Thank you for taking the time to reach out with your feedback, feedback which allows us to grow as a company and improve our services for future guests.
Please do not hesitate to reach out if you have any further questions or concerns, and we hope you'll join us again in the future.
Best,
Erica *. B[redacted]
Guest Services Manager
CID Entertainment

As stated previously, there is an FAQ on our website that was there at the time purchase. That FAQ states there are no meet and greets or photo opportunities included in the package. It is not true that you have to go to a completely separate page to view the FAQ. The FAQ button is listed twice on our website, once on the main package description header and once directly under the VIP package elements, and when you click it a light box pops up with the FAQs displayed. While we provide the FAQs in order to avoid exactly this type of confusion on the part of the guests, we also do not feel that our site is misleading without them. Even if the guests do not click on the conveniently-placed FAQ buttons throughout the page, it is in no way implied on that page that this package comes with a meet and greet. There is a list of package elements clearly laid out on both our page and the actual ticketing page, and there is no indication of any meet and greet whatsoever. [redacted] is correct that all packages are non-refundable per our purchase policy and no matter when a refund is requested, the policy is no refunds. This is clearly stated in the terms and conditions that she agreed to during the purchase process. As stated previously, the VIP area is considered part of the venue, or the main venue as [redacted] describes it. Once you enter the main venue and your tickets are scanned, there is no re-entry due to venue security's own protocol. It is for this reason that [redacted] was unable to access the concession / vendor area she references. Once again, this is due to the venue security's internal policy, and as such, it was necessary for us to adhere to it.It was never stated that the venue door time was in our informational email. The informational email is to provide all necessary information for the VIP Program. It provides the times of VIP check-in so our VIPs can take advantage of the VIP lounge where the VIP party takes place. As stated before, VIPs were not allowed to exit the VIP area as it is considered part of the venue due to security purposes - this is a very standard policy that many venues abide by and we have no control over. The reason that the venue door time was absent from our informational email was because it was not directly relevant to our guests accessing and enjoying all of their VIP amenities. That is, the venue door times were in no way related to our specific VIP program, and because of this, we feel this discussion regarding that time is tangental to any meaningful discourse concerning our program. In regards to the overlap, the aforementioned FAQ on our website addresses both of [redacted]'s concerns about the when the informational email is sent and the overlap of the acoustic performance with opening acts. See below:  "Q: When will the pre-show acoustic performance take place?A: The pre-show acoustic performance will take place during the pre-show party. More specific times will be announced in the informational email we will send to you about a week before the event. We advise arriving as early as possible! Please note the pre-show acoustic performance may overlap with opening acts." We are unable to provide the exact schedule of the VIP activities at the time of purchase because each venue has different door times and has different logistical requirements that we must coordinate closer to the show in order to make the VIP program possible. The time of the pre-show varies from venue to venue, and it is for this reason we state that the pre-show acoustic performance may overlap with opening acts. Once again, it is not our intention to mislead, which is why we make the FAQ buttons as convenient and blatant as possible on our page.  As [redacted] stated, she did suggest that we change the name of our package, specifically that we should remove "VIP" out of our package name. CID Entertainment has been providing VIP Packages like this one for many years and we stand by the name of our package and the product that we offer. We provide our VIP guests with exclusive opportunities that are not available to the General Admission public. This particular package even includes artist interaction with the VIP Pre-show acoustic performance and the Q&A session with [redacted] exclusively for VIP guests. Ultimately [redacted] purchased our package and made assumptions about the package beyond what was advertised. We understand the importance of managing guest expectations for our programs, and because of this, our package advertisements are accurate descriptions of the programs, and in no way support or encourage the assumptions that were made by [redacted] in this instance. If she had read the FAQs or had inquired with our Guest Services team at any point before the event, these assumptions would have been immediately disproven. In addition, she decided of her own free will not to participate. If she had told us beforehand that she was intending on skipping the program, we would've reminded her that the packages are non-refundable, as stated in the terms and conditions/purchase policy that she agreed to during the purchase process. Our offer of complimentary VIP upgrades for a future [redacted] show are not intended to be an acknowledgment of any wrongdoing on our end - as stated throughout this process, we feel that we at no point in time falsely advertised our package offerings. Rather, this offer is intended to serve as an invitation for [redacted] to have a second chance at enjoying our VIP program in full.As stated before, all package elements that were advertised were available for [redacted] to take advantage of but she chose not to and therefore we cannot offer a refund.

Hello [redacted],
We are sorry to hear that you had a negative experience with us at [redacted] in Foxborough. We would like to offer...

you a refund of $100 per ticket, for $200 total. Additionally, we would like to offer you two exclusive [redacted] tour football jerseys. We will be reaching out to you to process this refund and request sizes for the [redacted] football jerseys.
We appreciate your feedback and are very sorry that your experience at the show was more challenging than anticipated. We always strive to make our guests happy, and we hope this resolution is suitable for you. 
We hope to see you at another event soon!

From: [redacted] <[redacted].com>Date: Sat, Jul 22, 2017 at 12:46 PMSubject: Complaint #[redacted].To: Revdex.com <[email protected]>See Attached image This is NOT RESOLVED. Attached is a photo of the poster that was specifically made for the Dead and Company concert in Boulder, CO on June 9, 2017. As you can see, the poster has the date and location of the concert and for each concert there was a different poster. The package I paid for promised a signed and numbered copy of this poster.  CID instead sent a generic poster of the 2017 Summer Tour. I paid $100+ premium to the face value of the ticket for the poster that was created specifically for this event. I don't consider this resolved at all. If CID can't  send me what I paid for, I would expect $100 each for the premium I paid for 2 tickets.

[redacted] and her friend [redacted] purchased 2 Seamless Packages for [redacted] which included a one parking pass per order. Even though all package elements were delivered, there was some confusion surrounding the location of the parking pass. We refunded $100 per ticket for the frustrations the guest experienced on-site.
The order information we have on file is:
[redacted]
Order Number: [redacted]
###-###-####
[redacted].com
The package was ordered under [redacted]’s name and phone number, however, they used [redacted]’s email address. Both guests reached out to us multiple times and had information associated with the package. Even though [redacted] submitted the escalation to the Revdex.com, [redacted]’s name was on the package, and therefore we let [redacted] know of the refund resolution and sent her 2 [redacted] jerseys (one for each guest) as a token of our apology.
The Jerseys were sent out October 16th to:
[redacted]
Melrose, MA [redacted]
The usps tracking number is [redacted]. Our tracking shows that the package was delivered on October 19th.
[redacted] called us on November 6th stating that they never received their package. We explained that we would be willing to resend new jerseys; however, we asked them to pay for the shipping label this time since we had already sent two jerseys that were delivered properly according to the package tracking. We sent them helpful and detailed instructions regarding how to create the correct shipping label. [redacted] had trouble receiving our email so we cc’ed [redacted] per [redacted]'s instruction. On November 24th, we received an email from [redacted] with the shipping label attached. This label was set to ship to:
[redacted]
MELROSE MA [redacted]
We mailed out her Jerseys on November 25th. The tracking number [redacted] and the package is shown as delivered.

[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 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 purchase. It’s admitted by the company you in fact have to go to a completely separate page to view this information. A page that I didn’t deem necessary to view. I 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 no. In fact, there’s no “no refund” statement or policy clearly listed either. The email that Taylor refers to is irrelevant. The information provided is vague and isn’t consistent. It’s apparent that Taylor is unaware of the setup of the venue and what is accessible when, as there are more areas than she references. There 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 Check-in would open at 5PM, not the doors to the venue. The doors to the general admission venue opened at 6:30PM. Because the VIP area is considered part of the venue, concert tickets are scanned before guests entered the VIP area. This 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 process. Below is a quote from the email Taylor references.“VIP CHECK-IN VIP Check-in is where you will pick up your poster, merchandise gift and laminate. After checking in, you will be directed to the 'BG Nation' VIP lounge. Please make sure the purchaser brings valid photo ID. Check-in Location: VIP Check-in tent, located next to the box office at the main gate Check-in Hours: 5 PM - 8 PM”As you can see, there is no mention of the 6:30 time she refers too or that there are restrictions. There 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 to. She claims it was for security purposes, but real life events don’t reflect that as just stated. In 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 openers. There 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 3 months after the fact. Referring 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 clarity. I also suggested that they change the name of their packages so that the customer doesn’t make such ambiguous assumptions of what they’re getting. They did update the website on the main page that meet and greets were not part of the package deal. It 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 unknown. In 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 before. As 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-sufficient. The only acceptable and fair solution is the requested refund.  
Regards,
[redacted]

The poster displayed in the image that the guest sent over is not the VIP poster. The correct poster, and the one the customer received in the package we mailed him, is displayed in the attached image. This poster was exclusive to the VIP program - you could not purchase this poster at the merchandise stand. Additionally, 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.

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 2 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 venue. We 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 show. As 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 show. That 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 performance. It's for this reason that we are eager to have her and 2 other guests join us at a comparable VIP program within the next year. She 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 charge. All she would need to take advantage of this offer are general show-tickets. This offer is not limited to any future [redacted] shows - though she can certainly tell us if she'd prefer that. Rather, this offer encompasses any comparable VIP program offered from www.cidentertainment.com within the next year, as long as availability permits. We 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.