Lunt-Fontanne Theatre

Review: My complaint has two parts. Part one is in regards to the theatre experience and part two is about how my situation was handled in person and over the phone.

My experience at the Lunt-Fontanne theatre on Saturday, July *, 2015 was very unpleasant not because of the show itself but because of the inconveniences that occurred prior to entering the theatre and the distractions that occurred for the duration of the performance. First off, when we arrived at the theatre, we were forced to stand in a very long line and wait for entrance. The staff did not let us in until 2:56 PM, which left us 4 minutes to use the bathroom and find our seats before the show started at 3:00 PM. Second, the show started about 5-10 minutes later which caused us to be late for our dinner plans. Lastly, the crowd was very noisy where we were sitting. There was constant talking and rustling through bags and containers of food (clearly not bought from the Lunt). A row of people behind us were talking loudly from the start of the show to the end. We and another patron sitting next to me had to turn around multiple times to tell them to be quiet but they continued to talk. At intermission both myself and the patron sitting next to me complained to the usher but they failed to help us. We could not fully enjoy the show because of the staff's failure to control the group behind us and the crowd in general.

The next day I had called to speak with a representative to let them know what happened. I spoke with Christina on July *, 2015. I asked to speak to a manager but she would not direct me to one and said that she would take note of my complaint and pass it on to the manager who would call me back. I did not hear back from the manager so I called again to follow up on July *, 2015. I asked to speak with Christina but she was not there so I spoke with Eileen. Eileen was a little more understanding and assured me that a manager would call me back. I still did not get a call back so I called on July **, 2015. This time Christina took my call again. I explained that I wanted to follow up on my complaint and did not want to let this situation be left unresolved for another week. Christina had become very aggressive with me and started to speak in a tone that was completely unprofessional. She would not let me talk or explain and scolded me for interrupting her, raising her voice with each sentence spoken which made me very uncomfortable. She was very rude and her customer service for a phone representative is unacceptable. Since my phone calls and messages were obviously ignored, I had no other option but to seek help from you to resolve this. I don't want this kind of customer service which lacks professionalism, courteousness and respect for their patrons to continue. It is very expensive to buy tickets for a show on Broadway and I feel it is our right to expect a high standard from the establishment's staff to provide the best experience possible. Unfortunately, this was not the case for the Lunt-Fontanne.

Thank you for your time.Desired Settlement: I would like a refund for the full amount of $206.45 that was spent on the three tickets I purchased. Each ticket was $68.81/$68.82, including all fees.

Business

Response:

We are very sorry for the unpleasant experience [redacted] had at our theatre.Getting 1500 people in the theatre and controlling them is not always easy.However it is always our intension to create an enjoyable experience.I have reached out to [redacted] and offered her a chance to see the show again or receive a refund in the spirit of good customer relations.It is my hope that her next trip to the Lunt-Fontanne Theatre will be a better one.