Orpheum Theatre

Ist complaint occurred [redacted] in the Restroom with a customer Service Rep during intermission she refused to let a mother in with her 5 year old son. The CSR told the lady her son was too big to enter and that he needed to go to the Men's RestRoom alone. The mother told her she could not let her son go to the RestRoom Alone Because he was a Baby and yes I had to say something on her behalf to the CSR I told her she was out of line that was a child, a baby and that you do not let a child that young go to the RestRoom Alone and when I suggested that the Orpheum should install Unisex/Family Restrooms' she told me "No They Don't". That's when I told her to say something else to me I'm the Customer who paid for my ticket; she was the employee how dare she argue with me, I would report her. The Customer is always right. 2nd Incident occurred on [redacted] at Noon when I arrived at The Ticket Office to pick up my tickets for [redacted] Showing of [redacted]. A hour earlier around 11am I called and spoke with a Man who told me that there were Box Office Tickets for sale for almost $200 and when I told him I was interested in buying those tickets he told me that because they were a little pricey that I would have to come in with cash to buy them, so he took my name and the number of tickets that I requested and said that he got his Manager's approval and left my information for her, so I told him that I would be there within a hourWhen I arrived at the Box Office to buy my the tickets I assumed something was wrong because the Man who was helping me had the weirdest look on his face acting as if he was having technical difficulties. So finally after about 10 minutes he had me to get in another line where I had to wait another 20-30 minutes just to be told "We Don't Have Any More Tickets. At that moment I became furious with all kinds of words and emotions after being told I had tickets over the phone but denied and rudely Hung Up on and talked down and rude to by the Manager [redacted] and CSR's.Desired SettlementI don't know what will and can make up for the emotional stress, time loss, negative treatment, lies, and the fact that I could not take my mother whom I told I was going to be able to take after being told myself that I had tickets to see as long as I came within the hour I said I would arrive with Cash Money. I have been coming to the Orpheum for over 13 years with excellent experiences until this year. The Hospitality has completely changed and I will not be returning.Business Response The Orpheum Theatre's response to Revdex.com Case # XXXXXXXXThe Orpheum Theatre always strives to make every patron experience an enjoyable one. Regarding the first incident detailed in the customer complaint, the customer was speaking on a situation that she witnessed rather than experienced. The second party to which the customer referred did not express any issues or problems to us regarding the matter, though we do reiterate that it is not our policy to stop women from taking young sons into the Ladies Restroom. We do understand that the customer who issued the complaint was unhappy with an interaction with one of our volunteer ushers who was in the vicinity. Our volunteer ushers are not paid for their services and are donating their time to help take care of our patrons and facilitate our events. We are working with our Volunteer Coordinator to identify the volunteer and provide additional training that will ensure future patron encounters with the volunteer are professional and appropriate to the situation at hand. Regarding the second incident cited by the customer, the Orpheum has identified the staff members involved and diligently collected information as we worked to fully understand and subsequently resolve the issue. We discovered that the tickets in question were being sold on behalf of a Season Ticket Holder who could not attend the performance. The tickets were being sold at face value. Typically, Season Ticket Holder re-sales only take place online where patrons are required to pay by credit card. In this case, the Season Ticket Holder missed the deadline to post her tickets online and requested that we sell the tickets through our Box Office, which is the reason our Box Office had access to the tickets. Because we are required to turn over funds from the re-sale to the Season Ticket Holder who had originally purchased the tickets, cash was requested. However, the Orpheum does not put a hold tickets and the customer was informed of this policy, indicating that the customer understood that the tickets may be sold by the time the customer reached the theatre with cash payment. Due to the unusually high demand for tickets to the performance, the tickets were indeed sold prior to the customer's arrival. After being informed of this, the customer responded by making racial remarks to our Box Office staff members and created a scene in the lobby that upset several other patrons. While our staff did everything within their power to diffuse the situation and calm the customer, the customer was unresponsive to our efforts and issued the complaint. We continue to look into the incident to ensure that our staff members are well-trained in customer service and knowledgeable about our ticketing policies so that they can accurately and professionally relay this information to our valued patrons. We greatly appreciate and highly value the opinions and comments that come from all of our patrons. We actively use their comments to continually aim to provide an exceptional and consistent level of customer service. This customer's comments have been recorded, and they will be fully utilized as we work to meet this very important goal.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I do not accept the response because everthing that those people(Whom Ever) is so called in charge, have told me nothing but complete lies from the moment I walked in. First they hold me up for almost an hour instead of being straight forward with me about the tickets. Second they got smart with me like I could not comprehend over the phone exactly what the Male whom I spoke with told me how he would take my information down over the phone to give to his Manager and that all I had to do was come and get the tickets paying cash (Specifically) not stating that it was a first come first serve like the so called Rude Manager tried to make it sound over the phone when I called her back after she purposely hung the phone up in my face. Like I said I don't take to kindly to disrespect/lies when it comes down to me spending my Money to be Mistreated and told by the Manager that She did not have to come out to help soothe over the problem. In that case what is a Manager for? In the end I will not be attending anymore events there and after the lies I just read it put the icing on the cake for me.