Tough Mudder, Inc.

Review: On August [redacted], 2014 I purchased a ticket to the Tough Mudder event through [redacted] for $111.13. I then reserved a hotel, made arrangements for my work, and arrangements for child care so I could attend said event scheduled for April [redacted] and [redacted] of 2015 in the Poconos. In January of 2015, they then changed the location and event date of the event I had already paid for. They did offer a full refund, which I have not received yet, or a transfer to any 2016 event which I cannot schedule for this far in advance. Particularly not that it would matter, since they can and will change your event location and event date without warning. I resolved all issues on my end, such as cancelling my hotel reservations, cancelling my child care, ect. I reached out to Tough Mudder to find out if I would be charged extra due to the fact that I already paid in full for participate in an event if I chose to transfer my ticket and whether or not I would be receiving the runner's finisher shirt since I was registered WELL BEFORE their February [redacted] deadline. I received one email back stating my complaint would be going to management and then reached a dead line in communication. For $111.13, I expect professionalism from a company and this has been a total lack there of. I've included all email communication between the company and me, which is lack luster at best.Desired Settlement: I want my money back.

Business

Response:

Participant has been refunded in full, $111.13.

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.

Sincerely,

Review: I have been contacting Tough Mudder, Inc now for nearly 4 weeks now to try to resolve a registration issue, and have had no successful help from customer service. I completed a registration for a group of 5 back in January. Upon receiving my registration email, I became aware that we were registered for the wrong event location (same day the correct event is being held). I tried to contact Tough Mudder Customer Support IMMEDIATELY to correct the issue. I was responded to days later with an automated response on trouble shooting. I replied back to that email notifying them that I understood how the event transfer was "supposed" to work but that their website was not allowing me to complete the transfer as it stated I could do so. I was responded to again with the same automated response from a different customer service representative. I replied back to that email, explaining AGAIN that I understood the steps I was supposed to take and that there was some glitch on their end that would not allow me to make the event location transfer. I had not heard from anyone after a week, so I sent another inquiry email. Another week passed with no response so I sent another email. Again, no response. I sent a couple more emails over the next week or so and absolutely no response. Obviously, they offer no phone services, so there was no other option for me to attempt. I am extremely disappointed in their customer service. They have nearly $700 of mine for an event that my team of 5 is unable to attend. All we need to do is transfer to the event location that we intended to sign up for. This is an option that they clearly state they offer, so it isn't like we are making an irrational request. If they fixed the issue on their website, the problem would be solved! We are scheduled for the event on May [redacted], 2015 in [redacted]. We need to be transferred to the event on May [redacted] 2015 (exact same date) in [redacted]. All 5 members need to be switched. We have about 10 other people signed up for the correct event ([redacted]) that have been patiently waiting for our issue to be resolved so that we can make hotel reservations, etc. I even sent them an email stating if I hadn't heard from them by this past Thursday (2/**/15) I would be filing a complaint with the Revdex.com and / or disputing the charges with my bank for a refund. Still, no response from their customer service team.Desired Settlement: Our team still wants to participate in the May [redacted], 2015 event... just at the correct location ([redacted], not [redacted]). I see on the website there is a $30 transfer fee. I would love to have some assistance with this transfer, and for the additional charges to be waived for the extreme inconvenience. If the transfer cannot be made (for whatever ridiculous reason!) then we would like a refund in full.

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.

Sincerely,

Review: I my order was sort an item and when I called to report the error. They take my information and nothing is done to resolve the issue and never able to talk to anyone that can fix the problem.Desired Settlement: I would like to receive the item I was not sent.

Business

Response:

Tough Mudder Gear, our third party merchandise provider, has contacted the customer and supplied the item the customer has purchased. The item is being shipped by our team and should arrive to the customer shortly.

Review: I received an email a week ago stating that since I was a Legionnaire if I recruited two people I would receive a free entry. I recruited both people the same day and they signed up that evening. I was present when they registered and yes they did use the links received in their emails. I have not received the code for the free entry as yet.

I have emailed Tough Mudder through the website numerous times and all I have heard back is "someone is looking into this." Tough Mudder Customer Service has not responded to any of my emails since last Friday.Desired Settlement: I would just like what was promised to me which is the free entry to any 2016 Tough Mudder

Business

Response:

This is being handled by Tough Mudder customer service and we are in contact with the customer.

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.

Sincerely,

Review: The problem I have is that I purchased an OPEN ticket with Registration protection in 2014 for 2015 that I was unable to use the weekend the event was taking place. I tried well in advance of the event to change the ticket online to another date, but the system kept having an error. In addition to that, the only way of contacting anyone from Tough mudder was by email, which also proved un productive in addressing the issue. Subsequently, I finally made contact with someone from TMHQ that said the matter was being escalated to someone in a position to do something about the situation. After that email, it has been roughly 2 months without any word from anyone at Tough Mudder.Desired Settlement: Ideally I would like to have the ticket I could not use in 2015, transferred to the next event in 2016 taking place at the same venue. (Mt.St.Louis-Moonstone) or Toronto Sept **, 2016.

Business

Response:

This is being handled by Tough Mudder customer service and we are in contact with the customer.

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.

Sincerely,

Review: We purchased two tickets in November 2014 during the event launch special for the 2015 August event in Pittsburgh. However, we will not be able to make it as we will be out of town for business purposes. I tried so many times to transfer our tickets to a different event, specifically (Reserve My Tough Mudder Registration For A Future Event (US Events)) and it's not working. I can't transfer our tickets, I keep getting an error message that says "Bummer. Looks like registration for this event is not available." We can't go to any other events as we live too far from all of them. I followed the instructions on the website and I'd like us to have our tickets transferred to a different event next year and then we will pick the place. It specifically says on the FAQ that you can do that and I followed every steps.

Between my husband and I, we sent over 8 emails to customer service within the past 4 months and haven't received one answer from them. Since they don't have a phone number, I don't have any other option but to file a complaint as their customer service is terrible, I wrote 2 posts on their [redacted] page and I haven't received one answer from them!!! I am getting so desperate as these tickets cost us a lot of money!Desired Settlement: I would like to receive a FULL refund or have our tickets transferred to a future event!

Business

Response:

This is being resolved through Tough Mudder customer service and we are in touch with the customer.

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.

Sincerely,

Review: I was unable to participate in a Tough Mudder event due to loss of job / family hardship. Tough Mudder agreed to reimburse me $172.62 in an e-mail dated 11/*/2015. However, they claim they cannot credit back my credit card, and I need to provide the following information to a third-party vendor ("eos claims") to receive a refund:

My name, address, e-mail address, bank name, bank address, bank routing code, bank account number. I feel that providing this information could leave me vulnerable to identity theft. Tough Mudder should have my original credit card information on file, and they should credit back my card, just like any other legitimate business would.Desired Settlement: Any help or advice you could provide (to ultimately get my money back) would be greatly appreciated. Thank you.

Business

Response:

This is being handled by Tough Mudder customer service and we are in contact with the customer.

Review: Before I signed up for the Tough Mudder Seattle (Sept [redacted]) I did a online chat with Eventbrite employee, who is who you pay for Tough Mudder. I stated what my hesitation was and I was instructed that this year if you pay the additional $10 that you can get your money back if you have to cancel. I was told you get your money back minus taxes, and the $10. That is ok with me since I have raced in 3 tough mudders I understand. I needed to cancel due to conflict with my daughters traveling volleyball team and her father will be gone to work so I have to get her there. (This was all stated to my online chat rep). I went to cancel and I was told to fill out the form. I did so and then received a email stating I had to have one of the stated reasons. ( never told to me ) So I contacted eventbrite again and also send email to tough mudder stating this. I am upset cause I would have waited to sign up. But I wanted to pay alittle less cause of the new $10 dollar refund process.Desired Settlement: I would like to have my refund minus the $10 and taxes which were $12.81. I am not trying to scam the system especially since I paid 15 days prior to event last year and paid a lot more than I did this year. I just want it since I paid extra to have this option.

Business

Response:

This is being handled by Tough Mudder customer service and we are in touch with the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Kim from tough mudder did respond via email. I had a question and still have not heard back.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The last correspondence from [redacted] indicated that she was all set and the issue was resolved.

Review: I have been attempting to get my issue resolved with customer service for the last 3 months, with no results. I took part in the Wisconsin Tough Mudder 2014. I enjoyed it, so when the offer to sign up for 2015 at a discount rate was open to recent participants, I purchased a ticket. In May, I found out I was pregnant. I attempted at that time to transfer my ticket. With no luck, I just assumed it was too early to transfer and would attempted again a closer to my race day. A few months later, I attempted again. A month prior to race time I attempted again. All the way up until the 11 PM deadline the day prior to my race, I attempted to transfer my ticket. I kept receiving the message; “Bummer, Looks like registration for this even is not available.” I had emailed for assistance a few time within that time period and was only provided the steps on “how to transfer a ticket.” That was not my issue. My issue was that the events the 2016 Open Ticket and or the Wisconsin 2016 event were both not available for me to transfer to. It seemed like the customer service representatives, were just sending out pre-written emails and not addressing the actual issue.

Day after my scheduled race, I emailed again, my situation. I was then provided steps to get what I believe was my option for the 2016 Open ticket. I provided the customer service representative multiple times with in the deadline they provided all the race info, name, email, ect. Weeks went by. I emailed again, with all my attempts and requested someone to contact me. I did receive an email response back. The email stated my issue was being escalated, but a month later I have still not had communication on my ticket being transferred or refunded.

Originally, I just wanted my ticket transferred to the 2016 open ticket, so I would be able to join my team this year. With all the hoops I have had to jump through, I would just like my $100.00 refunded. I wanted to participate, but I was unable to due to being pregnant and I did not wait to the last second to attempt to switch my race day. According to the website, FAQ and vague emails from the customer service representatives , this should have been able to be completed without any issues.Desired Settlement: After having to jump through so many hoops, I would just like my money returned to me.

Business

Response:

This is being handled by Tough Mudder customer service and we are in contact with the customer.

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.

Sincerely,

Review: I sign up for the Tough Mudder Challenge as part of a team and was charged $150.10 on ** March Event I signed up for was scheduled * June, due to their poor location planning, event was moved to * June Event was re-re-scheduled from * June to * June, due to weather. Event was cancelled completely due to weather. I have contacted them via their website, but only received an automated reply. I have received three generic emails sent to all participants, saying they are trying to figure out what to do. A co-worker signed up for a prior event with this company and when the event was cancelled due to weather, he received a refund within a week. Now, it seems they are stalling in hopes that customers will transfer their registration to another event, forget about the fees, or become frustrated with the process and give up.Desired Settlement: I would like a full refund of 150.10 to my credit card used for the purchase. On a side note, if they stated up front that weather cancellations will result in a partial refund, then we would know what to expect. As is, they have taken customers money and provided no service.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Tough Mudder LLC has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

I have emailed the company twice now in three weeks and heard nothing! I originally submitted a request to change my volunteering shift as my account was not letting me log in. After a week of waiting, I still received no return message and the shift I wanted to change to was filled. That's when I sent the second email. It's been a total of three weeks and I have heard nothing!! I've tried finding a contact number but even their clothing representatives will not give the number out. Because they have failed to resolve my issue in a reasonable amount of time, I can no longer volunteer for the shift I need. I'm very disappointed in this company.

I registered for a race, but then Tough Mudder changed the date and location without offering a chance for a refund. I could not attend the new date/location, and have been trying to contact Tough Mudder for TWO MONTHS now. They have gotten back to one of my emails saying they'd escalate it to another level, but that was a month ago and I haven't heard anything. I feel that they've stolen my money, and since they have no phone number I cannot contact them directly.

Review: From my understanding, TM was accepting registration fees far in advance of securing a location or a date. Both the location and the date were changed long after people had registered for the Virginia Beach run. Furthermore, TM selected a venue that was known to having parking issues in even the slightest rain. The least amount of research would have shown that the location was not suitable for this type of event, with this many competitors. And yet, TM plowed on with no contingency plan. On top of that, the tropical storm was blowing through southeastern Virginia all day on Friday. The parking at the location was already a mess, and surely TM could already see that parking on Saturday morning was not feasible...especially given that it was supposed to rain all night. But rather than clue people in that the event might be on shaky ground, instead TM sent a text that said, "Tough Mudder VA Beach is still on. Get ready to help us put on the best event of the year. Be sure to wear your rain boots..." Knowing the course had to be a mess due to the rain, but relying on that text, I drove nearly three hours, got a hotel room, and no sooner than I had put my bags down in the room, I get another text from TM saying that the event was potentially cancelled and an email stating that the start times were delayed. If I had that information when TM sent out the 6 p.m. text, I would have stayed home and awaited further information. But by assuring me that the event was running as scheduled, TM doubled my losses. Additionally, TM has given refunds in the past when events were cancelled. TM set up a precedent by giving refunds in Frederick, MD when weather cancelled an event. People may have been relying on TM's previous exceptions to the boilerplate language in TM's unconscionable contract. Myself and hundreds, if not thousands, of others have contacted TM to attempt to get a refund, but they say they will only transfer our registration costs to another race in 2013. All the remaining races in 2013 are hours and hours away (if not in other countries), and my work schedule will not allow me to attend any of them. This is simply unconscionable. The participants paid money and due to TM's poor planning, the entire event was scrapped. The consumers are left holding the bag with TM being out NOTHING.Desired Settlement: A full refund of my registration costs.

Business

Response:

This is being handled by Tough Mudder customer service and we are in touch with the customer and have requested her information.

Review: I, along with dozens of fellow runners, ran and completed the [redacted] Tough Mudder event which was held may [redacted] and [redacted], 2015. When we registered for this event and paid the asking price for our registration, we were told that upon completion of the event, we would get a headband, a free beer, a t-shirt and some added samples. We ran on May [redacted] and completed the event, upon completion, we were advised by a staff memebr they were completely out of finishers shirts and we needed to provide our name and email so they could send them to us. We had not been contacted by them or recd any communication regarding the status of the shirts. It has taken 6 emails, a few sent to various "support" email addresses, to finally get any sort of response. I recd an email today from a TMHQ employee working the volunteer email named [redacted], that stated " I spoke to our Operations Manager and they have reached out to the vendor to obtain the shirts, we dont know what the timeline is for acquiring the shirts, They are usually sent out 3-4 weeks after an event". this is unacceptable. We entered into a business agreement that for the established payment, we would receive 1 entry into the race event, a finishers shirt, and a headband along with a beer coupon. We paid the price they asked and Tough Mudder is not upholding their end of the business agreement. They have our money so why do we have to sit around and wait for whomever knows how long for our shirts to be sent to us?Desired Settlement: we are coming up on 3 weeks from the event, I would like our shirts to be sent out and delivered within the next 7 days.

Business

Response:

We are in the process of gathering contact information to mail you a shirt. Please stay tuned.

Review: Tough Mudder Customer Service did not respond back to my mutliple emails regarding a ticket that was never used for an event and needed to be transferred. On the tough mudder website they say their customer service team would get back to every email within 5 business days. It's been over 3 weeks. They also only communicate through email.Desired Settlement: I would like my ticket transferred to another tough mudder event or my money back.

Business

Response:

This is being handled by Tough Mudder customer service and we are in touch with the customer.

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.

Sincerely,

Review: The company canceled the Tough Mudder event for June [redacted] and [redacted] and is now failing to provide refunds for participants. They are only offering transfer to other events, which I am unable to attend, and not a full refund as is appropriate. I have attempted to contact the company with no satisfactory results.Desired Settlement: I am refund for my purchase.

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. The business has offered me a full refund and I have accepted I now consider the matter resolved.

Sincerely,

Review: My original event in twin cities on July ** was cancelled. I have successfully transferred the registrations of all but 1 member of my family. I have contacted Tough mudder via social media, 'live chat', email and website to no avail. I cannot get this issue resolved after contacting the company at least 15 times. They do not reply to emails and refuse phone contact. the same computer generated customer service form is referred to in order to solve the situation to no avail. WE are trying to plan for our new event on Sept ** but cannot as we do not have [redacted] transfer code.Desired Settlement: I want phone contact from Tough Mudder to resolve my issue

Business

Response:

[redacted] has been successfully transferred to the event on Sunday, September **, 2015.

Review: April **, I contacted Tough Mudder regarding 2 open tickets I purchased after completing the Atlanta Tough Mudder in 2014. Upon trying to redeem these tickets, it would not allow me to transfer them to a 2015 event. I contacted TM customer service (request number #[redacted]) and Pramod, a TM employee, said I could purchase 2 more open tickets and he would refund me the amount. I have the e-mails to prove it. I purchased the new tickets at 92.31 a piece for 184.62 total, but I have not heard back from Pramod since after trying multiple times to contact him.

After Pramod failed to answer, I tried TM customer support multiple times. The only answer I received after multiple attempts was a reply from Roopesh. He stated that it is company policy to not issue refunds. This seemed like a generic response to all refund complaints, and it seemed he was not informed on my individual story at all. I explained the details to Roopesh in an e-mail with screenshots included of Pramod promising me a guarantee. This was ignored.

Tough Mudder has no phone number to contact, and will not address my problem through the customer support after multiple attempts. I am really disappointed because I believe TM has a great product, but I cannot trust a company that promises a refund in writing and will not support it. I need my 184.62.Desired Settlement: I believe Tough Mudder needs to honor their word and refund me my 184.62.

Business

Response:

This is being handled by Tough Mudder customer service and we are in touch with the customer.

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.

Sincerely,