NYC and Company

Review: On the evening of Saturday, 11/*, we attempted to purchase 3 tickets to a show through their website, [redacted]. The initial email received and the confirmation page that displayed after my credit card was charged indicated I would receive an email with the ticket locations the next morning. No where during the purchasing process did it say it was possible the seats would not be together. On Sunday morning when we left for the marathon, I had not received the second email with the ticket information. By the time we got back to the hotel late in the day after the marathon, I still had not received the email confirming the tickets. Around 6:15 pm, we called the phone number on the first email where we were told we were NOT guaranteed seats and there was no guarantee if we did get seats that they would be together--but my credit card had already been charged in case they would have seats for us. Based upon that conversation--specifically that we had NOT been assigned seats yet--we opted to not go to the theatre. The next morning--AFTER the show--I received an email from them showing the seats that been assigned to us.Desired Settlement: 1. If there is a chance that seats won't be together, you NEED to specifically say that during the purchasing process. 2. Because we were told within 45 minutes of the show start time that seats had NOT been assigned to us and if we happened to get them they may not be together, I want a refund for the tickets. The fact that I received the email after the show saying they had been assigned is clear proof of problems within their system--I should not have to pay for their system problems. I have exchanged a couple emails with the company and they are refusing the refund, stating the purchase was nonrefundable. Thanks for your help!

Business

Response:

NYC & Company received the complaint with regard to the above referenced matter. We will review the facts of the case as well as our booking policy and notices presented to the consumer during the transaction, and will follow-up with the consumer directly with a detemrination and appropriate action.

Thank you for bringing this metter to our attention.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I received an email from [redacted] this morning saying I will be refunded and their processes will be changed. Pasting the email below.

Sincerely,

My

name is [redacted] and I am the COO and General Counsel of NYC &

Company. I’m in receipt of your complaint to the Revdex.com of New York dated November

*, 2013.

Our team

has reviewed the circumstances with regard to the complaint and have determined

that a full refund is appropriate. Accordingly, your card will be credited for

the amount of $394.50. Additionally, I have asked our staff to review the

language on [redacted] as well as the customer service polices by our third party

vendor that handles customer service. I have directed them to be sure that to

the extent the limitations and practical issues related to last minute bookings

are not clear that they be clarified to avoid any similar confusion going

forward.

We are

sorry that your experience with [redacted] did not meet your expectations and

hope this matter has been resolved to your satisfaction. To the extent you

would like to discuss the matter further, I am available at the number

below.

Thank you

for visiting New York. We hope that you return to experience the energy and

vibrancy of this great City again soon.

Best,

[redacted]_

Chief

Operating Officer & General

Counsel

NYC

& Company, Inc.