Mike LeClaire Appraisals

On the evening of November *, 2017, the patron contacted our ticketing group about the 7pm show on December *, 2017, asking whether she would be able to purchase tickets via phone (or only via computer)Our staff responded on the morning of November *, that either would work, and specifically
noted to the patron that “tickets do sell out very quickly.” On November **, 2017, tickets were released for the 7pm show on December *, 2017. As clearly noted on the web site, tickets are released at 10am ETIt is a very intimate show, with only approximately seatsEspecially during the holiday season, there were more than guests attempting to secure tickets for this showThis particular show sold out immediately - in a matter of seconds The patron claims that the release time for her and her friends was 9:58am or 9:59amShe emailed our ticketing staff at 10:04am with this claimShe then emailed again at 10:09am, stating, “I intend to blast your lying deceiving show on every single social media platform I can [u]nless of course tickets “magically” appear.” The maitre d’ for the show emailed the patron at 11:57am, apologizing that the patron was unable to secure seats, explaining why the show sells out so quickly, and expressing her hope that the patron would attend a performance in the future The patron responded at 12:51pm, that “You are lyingYou lie to your guests.” The show’s executive producer, Ari B***, emailed the patron at 2:27pm, apologizing for the patron’s negative experience and asking to schedule a call to discuss and apologize MrB*** called the patron and explained the ticketing process in detailThe tickets are released at 10am ET in accordance with the officially recognized time (established by the US Naval Observatory) from time.govMrB*** explained to the patron that this time could vary slightly from the time listed on the patron’s clock and the clocks of her friends, which could explain the slight discrepancy The patron would not accept this explanation, continuing to call MrB*** and the show team “liars.” The patron ultimately hung up on MrB*** The patron posted a 1-star *** review, emailed the performer of the show (instructing him to leave The NoMad Hotel), and emailed the show’s public relations firm as well The show has a clock listed on the ticketing site, to eliminate any discrepancies with guests’ clocks The patron’s complaint also references gift cards; however, the show has no record of the patron’s purchase or receipt of a gift cardThe show has immediately resolved any question brought to its attention with respect to gift cards The show and The NoMad Hotel take any customer complaints very seriouslyIn this case, the patron received multiple emails from the ticketing office and the maitre d’ of the show, and even received a phone call from the show’s executive producerThe patron threatened to disparage the show “unless of course tickets “magically” appear.” When this request was not granted, and despite the show’s best efforts to explain the issue, the patron proceeded with this complaintTell us why here