Tough Mudder, Inc.

Revdex.com:
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:

I had an existing complaint that got closed out because I was told to wait 30 days for the refund to process. The refund never processed and now the company is ignoring my emails. My original Revdex.com# was [redacted]. I just want my money back without the runaround I've been receiving
 
Sincerely,
[redacted]

Revdex.com:
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.  All the emails I did did nothing.  Once the Revdex.com got involved Tough Mudder replied to me emails within an hour or so.  Thank you
Sincerely,
[redacted]

Revdex.com:
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,
[redacted]

Revdex.com:
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,
[redacted]

Revdex.com:
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,
[redacted]

Revdex.com:
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,
[redacted]

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I AM SO GRATEFUL THAT I CONTACTED Revdex.com.After several...

months of silence from the business, despite repeated inquiries, this matter has been promptly resolved within days of contacting Revdex.com.  Thank you Revdex.com!
Sincerely,
[redacted]

This issue has been resolved.

Hello [redacted],We would be glad to follow up directly with [redacted] regarding this order.Best,TMHQ

Revdex.com:
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,
[redacted]

This refund request has been escalated to EOS claims who will be handling this issue moving forward.

Tough Mudder does not offer refunds for registrations purchased online or at the event. This policy is communicated on our website, and agreed to when purchasing the registration. Unfortunately, we cannot make exceptions to this policy. The policy that each customer agrees to during registration is below:I hereby understand and acknowledge that all fees and associated costs (including optional product purchases, spectator tickets, and donations), paid in registration for this Tough Mudder event are NOT REFUNDABLE FOR ANY REASON, under any circumstances, including but not limited to injury, a scheduling conflict, and/or event cancellation. I also understand that active duty or deployed military participants may be entitled to a refund on a case-by-case basis upon providing sufficient, official documentation regarding the deployment that conflicts with participating in the event.The customers original request was to have the transfer fee waived. We honored the customers request and waived our standard transfer fee. The customer will not accept this offer and TM has provided every accommodation that we could.

Tough Mudder's refund policy is explicit on both our website and at the time of purchase. We do not offer refunds under any circumstance. We offered the customer an opportunity to transfer to another event. Despite our best efforts the customer will not accept this offer and TM has provided every accommodation that we could.

Customer is in contact with our customer service team; this will be resolved via customer service.

I am absolutely disgusted at the lack of customer service. I would give 0 stars if I had the option. I paid €95 for my husband to do TOUGH MUDDER. There was an issue which then lead to the payee 's details (me) being put as the participants by accident. I have medical conditions which make me 100% unable to partake. I transferred the event to my husbands details. And have not received any money back. I have now spent 2 X €95 on one ticket. I have emailed copious amounts and I have been utterly ignored. I have offered to send medical proof of my medical conditions and still ignored. Even after I emailed stating I need a refund for one ticket back as we are living abroad with the Military and I had to have some funds to attend a family members funeral in the UK, I have still been ignored. I am absolutely furious at this appalling "customer service" where emails are ignored and you can't speak to a human being. This was meant to be a gift and a suprise for my husband and I shall never ever be encouraging anyone to do this event. It's been nothing but a nightmare

I have never seen such an appalling customer service! It is email only, they won't even talk to you and it seems they are going out of their way NOT to help.

I have registered my entire team under my name to reserve the spaces and also paid for them. Now they want each and everyone of my team to pay (but at higher fee and admin fee again) and refund me the lower rate. Apparently it's the only way.
Even if I would do this (and I don't, I actually paid for my team for a reason!), they cannot get the start time anymore as it is fully booked. Exactly the reason I booked my whole team at once in the first place!

I have spent the past three weeks emailing back and forth with no solution. It seems they are actually going out of their way NOT to help. I have never experienced anything like this.

I hope I can get it sorted and enjoy the event as this has really put a downer on the whole experience.

The last email I sent was the below and again I got no reply to any of my questions:

1. I have booked for all my staff and do not want them to pay. Can you make this possible please?
2. As I am just tired of emailing and trying to get your help, I have tried to go through the process with every person and pay again with my debit card, so I get refunded and charged (as ridiculous as this is) but now I am asked to pay more money and I guess yet another admin fee? I paid already £39 per ticket plus admin fee. If I change the name of one of my team members, I do not expect to pay for this. Can you confirm I can change and pay solely £39 and get refunded the same?
3. I have booked 12 people at 6 pm on 23/03/2018. I have booked this around the 21st of January to make sure we have booked all together as a team (whole point of participating in an event like this as a team, right?). When I try to transfer this, it tells me the time is sold out! Again, can you make this time available for us (as we are already holding 12 spaces?)?

This was the answer:

'Hello Mudder,

Thanks for contacting Mudder Services.

When transferring your registration to a new participant, the new participant will be asked to pay the current ticket price, whereas you will be refunded the amount you initially paid, which may describe the difference in prices you're seeing.'

It is extremely annoying as we are very excited to participate and have been looking forward to this event. But this is turning out to be a nightmare.
The amount of time I have wasted on this already is ridiculous.

Maybe someone will finally assist me! I have paid £500 so far and I would expect a better service than that!
Appalling Really!

Review: I signed up for the tough mudder in June to run in Wisconsin on the [redacted] of September. I paid $400 for two tickets and almost immediately tried to change the date to September * due to a conflicting school schedule. I found out how to change the date online but they are trying to charge me an additional $50 when they advertise you can change dates for free as long as it is in the same time frame. It was and I was unable to wave the additional charges so I did not follow through. I sent the tough mudder several emails explaining the problem in great detail and they only responded once stating problem solved and told how me how to change the date on the website where I would be charged $50 again. I have since sent them several emails saying problem is not solved and I need help and they have continued to ignore me and only send me advertisements to signup for more events and how to buy gear. This is pretty upsetting considering I ran my first event in July 2014 in Minnesota and had so much fun I was going to sign up for every one possible in the Midwest area going forward, but am beginning to doubt my future with tough mudder and may possible refund money if they refuse to help me resolve my problem by ignoring all emails.Desired Settlement: Follow through with their advertisement and schedule me for September [redacted] without overcharging me.

Business

Response:

Tough Mudder will waive fee and transfer customer over for free within the next 3-5 business days. Customer will receive a notification with new ticket for new day at that time.

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:

I have signed up for my second tough mudder this summer in Wisconsin for September [redacted]. I needed to switch to September [redacted] and attempted to do so shortly after my original purchase of $400.00. I have contacted tough mudder at least 5 or 6 times to change the date without having to pay an extra charge. They agreed and said it would be changed to the September [redacted]. Instead they changed my time on September [redacted] to an earlier time. I need to go on the [redacted] for school reasons. Every time they say they will change the dates and problem solved they just redirect me to there website and send more advertisements for Tough Mudder gear and future dates without solving the problem. I should not have to pay an additional $50.00 after paying $400.00 and making no less than 10 attempts to try and get someone to help change the dates without the high fee as advertised. I need Tough mudder to changes my date to Saturday September [redacted] and stop sending me emails without addressing the problem.

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

Sincerely,

Business

Response:

Hello [redacted],

My name is [redacted] and I would be glad to provide

more information here. I have confirmed that both yourself and [redacted]

were manually transferred to Wednesday, September [redacted] in Wisconsin by one of our

agents and they responded to your inquiry in the system to let you know.

Please let us know if you require any further assistance.

Best,

TMHQ

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: My wife and I purchased two participant tickets and a spectator pass to the 2015 Great Northeast event. We were required to purchase mandatory insurance, which was suppose to cover in case a refund was needed. That should have been our first red flag - who pays for refund insurance? We did I guess.

The week leading up to the event, we knew we would not be able to attend and began to seek a refund for our tickets only to find out that they included in their long list of fine print, that they supposedly do not offer discounts. WHAT? slip that right in without telling people, AND making it MANDATORY for additional insurance?? what a scam!

Site would not even allow us to transfer a future event like it claims.

So as of now, we are out almost $300. It was suppose to go to a good cause, wounded warrior, but now I think someone needs to investigate this claim as well.Desired Settlement: desire a refund of our money, minus the mandatory "insurance" in case a refund was needed.

Business

Response:

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

Review: I paid $220 for a race that never took place. They organization cancelled the event and won't refund my money.Desired Settlement: I would like the company to refund my registration fee. I do not wish for an exchange

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]

I have not received a refund for this event. Their customer service department basically emailed me saying they won't be issuing a refund. Until this happens I will not feel the issue is resolved.

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:

The events the company have offered to transfer me to are out of state this year which is not w reasonable solution I'm an expecting mother & being able to run this race next year is a likely not going to happen I signed up for a race on a date & time that worked for me they cancelled the race so I'm simply requesting my money back

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

Sincerely,

Business

Response:

[redacted] claims have approved her claim and issued a refund to [redacted].