Radio City Music Hall Productions

Review: I purchased two Orchestra tickets for the April **, 2015 Spring Spectacular show at Radio City on April * at the box office at the theater. I purchased the tickets as Derek Hough from Dancing with the Stars is a featured dancer for the show, and I really wanted to see his dancing. He had been on TV commercials and newspaper ads to promote this show.

Unfortunately Derek Hough was injured and not able to perform at the show I went to. I was not aware of this and wondered throughout the show when he is going to appear (my son asked me when he will come out, and I double checked the Program Guide, there were no inserts to announce a change).

After the show (there was no intermission) I went to Guest Information desk to speak to a representative. She (I'm not noting her name here) was very defensive and said that they advertised that he will not be on the show starting that Wednesday, and put the information on the Internet. I said that although I understand that things happen, essentially I did not get what I paid for/what they advertised for and asked for a refund. Then she got offensive and asked me why I didn't come over to talk to her before the show, as they put the boards up at the theater. I explained that I got there when the show started and did not see any boards (they put those away). She said that they don't offer refund and gave me a Guest Relations number to call.

So I called the Guest Relations office and explained that I paid for the tickets because I wanted to see Derek Hough performing, and would not have purchased the tickets if he was not in the show. The representative said that they did not cancel the show so I don't get a refund. She offered a discount for their Christmas Spectacular show. I explained that I have no plan to see that show (I did not enjoy the Spring Spectacular show much without Derek in it), and asked if they could provide credit for other shows, as Derek would be performing at Radio City in July, and she said no, because it's not their own production. Then I asked how I would get discount for the Christmas Spectacular, and she said that I have to wait until November, and depending on how their ticket sales are, I will get certain discount code up to 50% - this basically means that I will only get left over seats at a discount - tickets go on sale in May. It also means that I will not able to plan much ahead during the holiday time, and if there's any tickets left, I won't know what discount I would get - it's not exactly 50%, it's "up to 50%".

After the phone conversation I didn't feel that I got a resolution so I searched online to see what others say/do. There were lots of people purchased the tickets only to see Derek, some traveling from outside of New York, and disappointed that they wouldn't offer refund. Lots of comments on this link:

On the show's own website, it now has a line that says "The role of Jack will be played by Taylor Frey until further notice." The main image still has Derek on it, and it doesn't explain that Derek is not in the show, or Taylor is the understudy of Derek, you'll have to really connect the dots yourself (it'll still be misleading to consumers purchasing tickets - the show is extended to May *).

I saw an amNew York full page ad that features Derek Hough both above on the show title and on the image on Friday, April **, when they already know that Derek is not going to perform. This is now a problem of false advertising.

There's an online article below that says it's common practice that if an above-title star is not performing, there should be refund.

After spending enough time to go through this trouble, I ask that I get full refund of the $180. (This should have been done from the beginning, and should be offered to all consumers who seek for it.)

They should also make it clear to future consumers that Derek is no longer performing on the show as of now.Desired Settlement: Full refund of $180 for the two tickets for 4/**/15.

Apologies.

Recall of any advertising unless they change the ad to make it clear to others that Derek Hough is no longer performing on the show. Make it more clear on their website.

Consumer

Response:

At this time, I have not been contacted by Radio City Music Hall Productions regarding complaint ID [redacted].Sincerely,[redacted]