Wonderful Union

Review: Advertised in e-mail I would be getting a code for Backstreet Boys presale on 5/15/2013 and never did.

I had to renew my Backstreet Boy Fanclub membership to enjoy benefits in the club such as advanced presale tickets to this band's concerts. I paid $30.30 via PayPal to renew before the 5/14/2013 cut-off date to receive the code needed to partake in sale. An e-mail was sent on 5/14/2013 to let us know what e-mail service shouldn't be used and did not state Yahoo as one (I have e-mails sent to this e-mail service). This e-mail stated that fans would get the code before presale started at 7am EST and in the event that we didn't to either call or process a ticket through their Support Team. I did that (ticket #XXXXXX) and didn't receive the code until 7:55am EST(I sent a ticket out at 5:57am EST) on 5/15/2013. I am lodging a complaint because I did not receive the code as promised before the presale. Since that didn't happen, I received extremely poor seats. I contacted company through e-mail on 5/15/2013 at 10:57am EST lodging a complaint and requesting either a refund or better seats. I received an automated response at 5:47pm EST on 5/15 and to this date have not received a response. I called company on 5/17/2013 at approximately 10:30am EST to bring this complaint to their attention. Their customer support gave excuses as to why I never received a code as promised before presale. They also refused to refund my membership, give me better seats, nor compensated accordingly (ex. free Bronze VIP for my troubles). I was basically given a "sorry for the inconvienance but we're not going to help you anyway." Desired Settlement: I am seeking either better seats from company, membership refund, or a reduced rate/free VIP tickets for the Backstreet Boys.

Business

Response:

Business' Initial Response

Hello [redacted],

Thank you for reaching out regarding your Backstreet Boys membership package. We apologize for any confusion surrounding this past pre-sale and have looked into your issue specifically.

Your pre-sale code was sent to your email address at 1:35am PDT the night before this pre-sale. This email has since been opened multiple times along with the code being provided to you through our customer support team. This pre-sale started on Wednesday May 15th and continued until Friday May 17th, which means you did receive your membership code in time to participate in the pre-sale. Being a paid member also entitled you to the VIP pre-sale which did not need a code and only required you be logged into your paid account in order to participate.

Due to the fact that each item in your membership bundle has been fulfilled, and per the item description in our return policy, we will not be offering a refund. We will, however, be happy to extend your digital membership for an extra year, which we will automatically put on your account.

Please review the ground(ctrl) Return Policy for more information.

http://groundctrl.com/return-policy/

Sincerely,

ground(ctrl)

Review: I pre-ordered a cd and it was supposed to ship on the 08/15/2013 and it still has no shipped

I pre-ordered the new backstreet boys cd on 07/22/13 and it was supposed to be shipped out on 08/15/13 and I have been trying to call the company and find out where the cd is and there is no answer. Or it will tell me that there is no representatives available and I am not to leave a message because no one will call back. It has already charged my card for a purchase that I have still not received. I would like my cd now. it has been a month now and not even an email to tell me when it will be shipped. when I log into my account with them it tells me the same thing over and over that it is supposed to ship on 08/15/13 well it is now 8/22/13 and still no shipping email. Desired Settlement: I would like my cd NOW or I would like a full refund. only 2 options that there are

Business

Response:

Business' Initial Response

Thank you for contacting us regarding your 20th Anniversary Bundle purchase. We apologize, but we have no records of your previous attempts to contact us about your issue.

We are sorry for the delay in getting your package sent to you. Unfortunately, one or more items included in this order has not yet arrived at our shipping facility. Due to the fact that the missing item is to be autographed by the artist, it is difficult to provide a precise estimate for when we will be receiving the merchandise while the group is on tour. However, we do anticipate that this item will be arriving in the near future.

If you would like a refund for your purchase, our representatives at support.groundctrl.com would be happy to assist you. However, please note that this is a limited edition piece of merchandise that is no longer available for purchase.

We appreciate your patience in this matter. Please let us know if you have any further questions.

Sincerely,

ground(ctrl)

Review: I Contacted Ground Control and put in a Request Ticket and Ground Control tweeted me saying someone would contact me on monday and its wednesday.

I purchased my Nick Carter Fan Apperciation Membership on 12/18/2013 and it has not been shipped yet my order number is [redacted] I paid by Debit Mastercard and I paid 24.89 all together.Desired Settlement: I would like my stuff sooner then four to Six weeks

Business

Response:

Hello,

Thank you for contacting us in regards to your Nick Carter Fan Appreciation Bundle purchase.

We apologize for the delay regarding your shipment. Due to the recent holidays, our shipping and customer service departments have had very limited hours. However, we have confirmed with our shipping department that your order was shipped on 1/6/2014. For shipment details, please log into your profile here: http://nickcarter.net/account/orders

Please note that this order also includes a 3 month membership that was applied to your account immediately at the time of purchase. You can access your digital content by logging into your account. This membership also provides you with access to any Nick Carter exclusive pre-sales that may occur during your membership period.

If you have nay further questions or concerns regarding your account or order, please contact our customer service department here: http://support.groundctrl.com

Sincerely,

ground(ctrl)

Review: Purchased VIP package for Meet and Greet with Buckcherry in Rochester NY for November 28, 2015. Email showed the date and time of show, no other times or info stating, details to follow, etc.Arrived at the show at 19:50 (invoice stated show at 20:00). VIP passes handed to us (2 of us), I asked "do we go to the side of the stage or something after the show"; attendent replied that the meet and greet already took place at 18:00.I asked repeatedly to speak to someone since the only documentation I received did not say 18:00 anywhere on it or follow up information. So we assumed that info would be at the show - "will call".Eventually Buckcherry's tour manager arrived stating - it is not an after party, I replied "ok", he stated "no refunds" (and several times more during the brief conversation). I asked how was I to know the meet was at 6pm? He said he emailed me. I showed him my copy and that there was no mention of 6pm. He said - in another email, he had a receipt that I "got it". Then said, "it must be in your junk folder accidentally" (confliciting with the "receipt" statement). He said the event is over, I missed it. I told him I drove from Canada and planned a short weekend vacation to meet Buckcherry. He again said, no refunds. He left shortly after.I visited Wonderful Union's website once home and seeing the email from 3am the day of the show. Their site says info within 48-24 hours, then goes on to pretty much leave clients to fend for themselves - to contact them/etc. However, their invoice and only email did not mention anything about contacting them or that we would be emailed more info. I was led to believe the invoice times referred to, was the vip package.Desired Settlement: Refund or at least an apology. Please see this email I replied with upon opening Wonderful Union's 3 am email, the day after the concert:dear tour manager,you sent this the day of; I was at work (where I first met the band on 2 separate occasions in the 90s and became a huge fan) until 7 am in Canada and drove to rochester new york for a short vacation, planned entirely due to their performance. how can you expect someone to receive this, on such short notice? resulting in out of town fans with no access to a yahoo email account, missing the meet and greet because you decided to have it 2 hours before the time stated on the invoice that the show started.this is my 3rd road trip to see buckcherry in 2 years, the others were 2 night trips due to the distance I traveled to see your shows.there was no mention of details to follow on your original email and invoice. simply the time the doors opened, start of show, and what a vip receives.I will produce a detailed email for you, the b

Business

Response:

We're sorry to hear that you missed your VIP event last weekend and that you had a disappointing experience with the band's tour manager. We forwarded the complaint you emailed us to our VIP team per your request. Unfortunately, we are unable to offer you a refund for a missed event. We reference the VIP email on every event page so that purchasers know before buying a VIP package that they won't be emailed until right before the event with the VIP check-in time. This particular email was sent in the time-frame referenced on the site and in our ticketing policy.

Consumer

Response:

I am rejecting this response because: here is the email I received. No mention of details to follow or, as you state in your reply, info within 24 hours of event. This was all that was sent, and what I believed to be the event info. Until I arrived in Rochester NY USA. ----- Forwarded Message ----- From: [redacted] Sent: Thursday, October 29, 2015 5:42 PM Subject: Your Buckcherry orderPlease save this e-mail as it contains important information about your recent order.Buckcherry Order #: [redacted]Oct 29, 2015 Charges for this order will appear on your credit card / bank statement as *WONDERFULUNION.COM Billed To:[redacted] Order & shipping status: Keep up to date with your order status by visiting your account center. Qty Sku Description Delivery Method Total2 BUCK-VIP-[redacted] Buckcherry VIP Upgrade Will Call $49.95 $99.90 Subtotal $99.90 Tax $0.00 Shipping & processing $0.30 Total $100.20International shippingInternational orders are

subject to import taxes, duties and customs taxes, which are applied

once your shipment reaches the country of destination. We cannot predict

what your particular charges may be. For more information regarding

your country's custom policies please contact your local customs office.All taxes, duties and

customs fees are the responsibility of the recipient of the package.

Your local carrier can give you information on the method of payment

accepted for the duties, taxes and other fees collected upon delivery.Thanks again for shopping with Wonderful Union. Here are some helpful links if you have questions about your order.:Fan Support | Return Policy | Ticketing Policy | Order Status

Business

Response:

Here's a description of the attached files. I've included our item description that is available at the time of purchase, the email sent to you with vip check-in information, and a log of that email's open history.

Consumer

Response:

The company's reply with their refund policy refers to goods, not services. It is obvious they do not take complaints seriously, the entire ordeal is reflective of bullying.They also include a paragraph in a bright red square, that refers to checking email prior to the event and checking spam folders. If they are trying to say this is what they sent me, it is a complete lie. If they are saying this is a future solution for other clients, then it is great and makes sense (would have been pertinent information prior and saved what happened to my weekend vacation).I do not believe they will refund me; they are adamant on "no refunds" or at least that is what I was told at the venue. They are bullying me and anyone else they have done this to. This is what they sent me and what I showed the venue and tour manager; there is no red square box with the "to follow" paragraph: ----- Forwarded Message ----- From: [redacted] To: [redacted] Sent: Thursday, October 29, 2015 5:42 PM Subject: Your Buckcherry orderPlease save this e-mail as it contains important information about your recent order.Buckcherry Order #: [redacted]Oct 29, 2015 Charges for this order will appear on your credit card / bank statement as *WONDERFULUNION.COM Billed To:[redacted] Order & shipping status: Keep up to date with your order status by visiting your account center. Qty Sku Description Delivery Method Total2 BUCK-VIP-[redacted] Buckcherry VIP Upgrade Will Call $49.95 $99.90 Subtotal $99.90 Tax $0.00 Shipping & processing $0.30 Total $100.20International shippingInternational orders are

subject to import taxes, duties and customs taxes, which are applied

once your shipment reaches the country of destination. We cannot predict

what your particular charges may be. For more information regarding

your country's custom policies please contact your local customs office.All taxes, duties and

customs fees are the responsibility of the recipient of the package.

Your local carrier can give you information on the method of payment

accepted for the duties, taxes and other fees collected upon delivery.Thanks again for shopping with Wonderful Union. Here are some helpful links if you have questions about your order.:Fan Support | Return Policy | Ticketing Policy | Order Status

Review: I paid for a VIP package to a tour and did not receive most of the written promised things in the package

I had purchased a VIP backache to a backstreet boys concert in late may. It was charged to my American Express card for 4 packages @ 599$ a piece. In these were were promised PLATINUM Upgrade - $599

One Meet and Greet with Backstreet Boys

One Individual Photo with Backstreet Boys

Exclusive Tour Poster

One Commemorative VIP Laminate

Green Room (Pre Show Hospitality Room)

Go on stage with BSB during a song

Early entry to venue

Crowd Free Merch Shopping

Soundcheck Party w/Q&A

1 Year BSB.COM Fan Club Membership Extension

Autographed 8X10

However we did not receive the autographed photo, the poster, the crowd free shopping the early entry or the ore hospitality room. When I contacted the company I was given a rude representative with no managers available ever and them claiming it was "not they're problem" there was no disclaimer or anything listed in this package.Desired Settlement: I would like to be compensated with a refund and be mailed my posters and pictures.

Business

Response:

Business' Initial Response

Dear [redacted],

Thank you for your response regarding your Backstreet Boys VIP experience. We are sorry to hear that aspects of your VIP event did not meet your expectations. Per your statement, you did not receive your tour poster and autographed picture. We have confirmed that these items were unfortunately not available to distribute at your event. However, these items will be shipped to you at a later date as was stated by our VIP representative. Please note that this merchandise will not be forwarded to our shipping facility until the current tour has concluded and may take 2-4 weeks to ship.

We have also confirmed that both the hospitality room and early entry access were available for your event. Upon investigating this claim, we discovered that some general public guests were mistakenly allowed into the venue during this portion of the event. While we understand your frustration, we cannot offer any compensation for this error. Early entry and subsequent crowd free merchandise shopping elements of this package are subject to venue policies and may not be available at every VIP event. Please review our Ticketing/VIP Policy for for further details: http://groundctrl.com/ticketing-policy/

Again, we are very sorry to hear that your VIP event did not meet your expectations. We apologize for the inconvenience this incident has caused and truly appreciate your feedback. If you have any further questions or concerns, you can contact our customer support team at http://support.groundctrl.com/.

Sincerely,

ground(ctrl)

Review: My husband purchased 2 VIP meet and greet packages as a Christmas present for me and my brother. A few days before the event we received an email with instructions for the VIP experience. We were to be at the box office at no later than 4pm to begin our experience. The concert began at 7:30pm so we made plans to have dinner after the meet and greet and before the concert. I drove the 3 hours from [redacted] and we arrived at 3:50 after paying for 1 hour parking in a lot next door to the venue. There we 6 people total waiting for the VIP experience including my brother and 1 and only 1 bench in the waiting area. After an hour with no contact, we went back into the rain to purchase another hour of parking. I asked the box office worker to call the VIP representatives again to try to get some communication and a representative came in at 5pm to tell us they were running behind schedule but it should be any moment. So I asked if I should move my car to another location or what we should do about food and he did not know. At this point I am worried about missing the meet and greet that we paid for but also worried about finding another place to park. We sit on the floor for another hour waiting with no communication. I attempted to valet park my car at 6pm when the box office reps said valet would begin but they were not set up yet. Shortly after, the VIP rep came to take us to the sound check and then we were taken backstage to wait for another hour to meet the artist and have our picture taken. I have not had food and have not been able to go check on my car. We left the "meet and greet" area around 7:30 (when the concert started) and tried to grab a snack or something to eat. When I went to my car after the concert there was a $60 ticket that could have been avoided with communication. Had the rep met us at 4pm as the email stated, they could have told us they were behind schedule, given us our pass and a new time to return. I would have had dinner & moved my car to long term parking as planned.Desired Settlement: I would like to be compensated for the $60 parking ticket and additional $21 I paid in parking due to their lack of communication.

A fair adjustment would also be a partial reimbursement for the $220 VIP experience we purchased to compensate for the lack of communication and poor customer service.

I have contacted the company & in their response they informed me that there is nothing they can do and referred me to their ticketing policy which says nothing about this type of situation.

Thanks!

Business

Response:

We're very sorry to hear that a lack of timely communication on the night of your VIP event resulted in you receiving a parking ticket. We can only imagine the stress it caused on the night of your show. To compensate for your ticket, we have issued you a partial refund to your original payment method in the amount of $60.

Review: My VIP Mick Fleetwood package which has been cancelled without notification and it says refund has been made but no money received back in my account

On the 8th Feb 2013 I purchased a VIP meet and greet package with Mick Fleetwood in Glasgow before the Fleetwood Mac show. My order number is ........ Order #: GCXXXX-XXXXXX-XXXXXBP and they told me the ticket would be shipped around 2 weeks before the concert. I was still to receive the ticket and so just checked on Mick Fleetwoods website and it states on there that my ticket has been cancelled and a refund given but there was no notification from them, no correspondence about them cancelling and I have not had any money refunded back onto my paying card which was my Mastercard credit card. I have the PDF of my statement from Feb showing the payment coming out incase this is needed.

The total cost of the package was Total $439.09 which was for the ticket and shipping costs. I have since found your website and read all of the complaints and am now worried that I have been scammed and this was a life times dream to meet him so I could not be more disappointed.Desired Settlement: I am seeking a full refund of the total amount paid by myself which was a Total $439.09 or in British Pounds which is my currency £279.43.

Business

Response:

Initial Business Response

Hello [redacted],

Thank you for contacting us in regards to your Mick Fleetwood VIP Experience. We apologize for the confusion regarding your purchase. The "canceled" status you are seeing in your order is referring to the shippable portion of this order. Due to a delay receiving the concert tickets for this event, your tickets have been moved to will call. You can now pick your concert tickets up at the will call box office on the day of your show by presenting your photo ID. A refund for the amount of $63.79 has been processed for the cost of shipping and handling.

We want to stress that this event has not been canceled. You will receive more information regarding your event by email once a check in time and location are determined. VIP check-in times are generally confirmed within 48 hours of the event.

VIP events generally take place about 2 hours before the listed concert door time, but if your VIP package includes a sound check or pre-show performance, the check in time can be about 3-4 hours before the event. Some artists have their events after the show instead. Please be prepared to arrive at the venue early or stay late when you purchase a VIP package or upgrade.

Please contact us directly if you do not know what the meet up time is by the morning of the event. You are responsible for knowing when to show up for the VIP experience.

If you have any further questions, please feel free to contact our customer support representatives at support.groundctrl.com

Sincerely,

ground(ctrl)

Review: Bought 2 tix for 7/11 and one ticket for 7/18 Barenaked Ladies concerts. Was supposed to be mailed items in the VIP pkg. They never arrived. Contacted business and it took 20 days for then to eventually tell me that the items were to be picked up at the will call at venue. This is news to me. No previous contact indicated this and no products were distributed at venue. The following is from the ticket confirmation email- "Merchandise will be shipped closer to show date to the address provided at the time of purchase." This does not mesh with their explanation. They have not offered to ship me anything or refund any money based on the value of the items. Since they claim to not have the merchandise, seems my only recourse is a refund.Desired Settlement: Company claims to not have the items so based on that,a refund would be in order. Three VIP pkgs valued at approximately $150 each should be refunded. A total refund of $450 is requested.

Business

Response:

Business' Initial Response

Thank you for contacting us in regards to your Barenaked Ladies VIP experience. We apologize for the confusion regarding the shippable merchandise for the VIP event. Shipments for both of your ticket bundle purchases have been forwarded to us from the original merchant and are currently uploaded into our system. They will be fulfilled once your items are available for shipping. Due to the fact that one of the items is an autographed piece of merchandise, there may be a slight delay receiving this item with the artist currently on tour. We will be sure to contact you if there is any further information to provide regarding your shipments. If you have further questions regarding your shipments, please contact support.groundctrl.com.

Consumer Response

Company claimed to have sent me one of my VIP packages on August 21st via USPS. I thought it would get here and it has not. Claim is not resolved as previously thought. It appears the company made a claim to me that was false. They also have not responded to my email correspondence as to where the items that were supposedly mailed on August 21 are. Not pleased with the situation at all.

Business Response

Thank you for contacting us in regards to your Barenaked Ladies VIP merchandise. We apologize for the continued frustration regarding your shipments. After some thorough investigation, we have determined where the confusion began.

According to our records, you have 3 separate VIP purchases you have made via Ticketmaster. One order was shipped and successfully delivered on July 3. Due to a technical malfunction, our system shows that this package was shipped on August 21, but the tracking information for this shipment confirms the July 3 delivery. The 2 remaining orders have not yet been shipped. As was stated in our previous communication, the remaining 2 orders (3 total VIP packages) are not available to ship at this time. We are still awaiting the arrival of the autographed piece of merchandise before we can fulfill these shipments. Once the new shipment of autographed posters arrives at our shipping facility, we will be sure to fulfill your orders right away.

Due to the continued delay of these shipments, we have extended your Barenaked Ladies fan club membership for one full year. Again, we sincerely apologize for any inconvenience this incident has caused. Thank you for your continued patience and understanding as we work to resolve this issue.

If you have any further question, please feel free to contact our customer support representatives at http://support.groundctrl.com.

Sincerely,

ground(ctrl)

Review: The VIP Package I purchased from them, not everything was fulfilled. I paid for items/ services NOT received

Order Date: July 31st

Order #: GCXXXX-XXXXXX-[redacted]

Payment Method: Visa

My VIP Package was to include: Crowd Free Merchandise Shopping

Early Entrance in to the Venue

Fan Club Membership

None of those items were fulfilled, we were denied merchandise shopping and early entry in to the Venue. In fact security kicked us out after our Meet & Greet.

I was also to receive a ONE YEAR membership to the fan club, and that has not been delivered.

They refuse any sort of compensation or partial refund

Desired Settlement: I am seeking a partial refund. It was false advertisement/ the package was no fulfilled to it's entirety.

Business

Response:

Business' Initial Response

Hello [redacted],

Thank you for contacting us regarding your Backstreet Boys VIP experience. Your one year membership to Backstreetboys.com was included in the physical package given out during the event, and you should be able to locate your membership redemption code on the back of your VIP laminate. If you need help locating your membership code, or entering it online, please contact our support team at support.groundctrl.com.

Also, all early entry and merchandise shopping elements are subject to venue policy, and my not be available during each event. Please review the ground(ctrl) ticketing policy for more information.

http://groundctrl.com/ticketing-policy/

Sincerely,

ground(ctrl)

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I'll be exploring other legal options at this time.

The package was not fulfilled as described.

No where did it mention having to chase a memeber of ground ctrl to get my autographed picture. Exceptions were made for attendees to do whatever they wanted when with the boys, and then others were barely even permitted to say hello to them.

The package was not fulfilled, and again I will explore other legal options

Business' Final Response

Dear [redacted],

Thank you for your response regarding your Backstreet Boys VIP experience. We are truly sorry to hear that you were unsatisfied with your VIP experience. Unfortunately, the early entry and crowd free merchandise shopping elements of this package are subject to venue restrictions that can often not be anticipated prior to an event taking place. Due to the fact that you have received all remaining items included in this VIP Experience, we are unable to offer compensation for your purchase. We apologize for the inconvenience this issue has caused.

We review all customer submission and greatly appreciate your feedback. If you have any further questions, you may contact our customer service department at support.groundctrl.com.

Sincerely,

ground(ctrl)

Review: I never relieved services promised when I paid for a fan club membership.

I paid for a fan club membership within the deadline to receive a presale password to purchase concert tickets at 7 a.m. on 5/1. I tried calling their customer service number which they said had extended hours on that day and would be open at 4 a.m. PST. The customer service line was closed until at least noon. When I tried calling at noon I was put on hold for 10 minutes and then disconnected each of the 3 times I called. I submitted an inquiry at 7:05 a.m. that same day and did not receive an actual reply to my issue until 5/21 when I sent another inquiry. So I missed the presale and purchased my tickets through other methods. I was never given the opportunity to partake in the presale. I want a refundDesired Settlement: I want a refund for the cost of the membership as Ground (Ctrl) failed to follow through in providing services that I paid for. I never got to take advantage of a presale and received an unapologetic response a week after my complaint and days after the general public sale. This business failed to provide products/services promised in exchange for payment.

Business

Response:

Business' Initial Response

Hello [redacted],

Thank you for reaching out regarding your Backstreet Boys membership package. We apologize for any confusion surrounding this past pre-sale and have looked into your issue specifically.

Your pre-sale code was sent to your email address at 1:35am PDT the night before this pre-sale. Due to an email blocking system through your account the email did not arrive and the code was provided to you later that weekend. This pre-sale started on Wednesday May 15th and continued until Friday May 17th. Being a paid member entitled you to the VIP pre-sale which did not need a code and only required you be logged into your paid account in order to participate.

Due to the fact that each item in your membership bundle has been fulfilled, that you have accepted a one year membership extension, and per the item description in our return policy, we will not be offering a refund.

Please review the ground(ctrl) Return Policy for more information.

http://groundctrl.com/return-policy/

Sincerely,

ground(ctrl)

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I did not receive any passwords to subsequent presales since the issue was discovered until yesterday. I called again to complain and the rep refused to bring a manager to the phone and offered the extended membership in lieu of a refund, which I insisted on. I told her I still want a refund. I have also not received the benefits from this membership that would ally to me and have not partaken in any other "services" offered. This is not acceptable that my issue was "resolved" initially by this company initially prior toy receiving any reply from them without me emailing and calling multiple times.

Business' Final Response

Hello [redacted],

Thank you for providing further information regarding your Backstreet Boys pre-sale issue. We have looked into this matter again for you, and have noted that everything in your non-refundable membership bundle has been accounted for. Your 'The Perfect Fan' membership provides you with access to pre-sales, access to the community blogs, access to exclusive content, and access to fan club only campaigns. You had access to the VIP pre-sale for this past pre-sale, and had a code emailed out to you for this past ticket pre-sale. You also have complete and current access to all other features listed.

Due to the fact that each item in your membership bundle has been fulfilled, that you have accepted a one year membership extension, and per the item description in our return policy, we will not be offering a refund.

Please review the ground(ctrl) Return Policy for more information.

http://groundctrl.com/return-policy/

Sincerely,

ground(ctrl)

Review: Partial refund was promised to me three weeks ago and I have yet to receive it. Also, no one answers the phones or emails.

I called Ground Control three weeks ago to inquire about receiving a partial refund for the Backstreet Boys Meet and Greet in Atlanta on 8/22/2013. I spoke to someone about not getting a chance to do the Meet and Greet after having already paid, but we did attend the After Party. The person in charge of the After Party, [redacted], said to call Ground Control for a partial refund. The person I spoke to at Ground Control verified the information with [redacted] and called me back to say I would be receiving a check in a few days for $150 to my home address: [redacted] Ct. [redacted] XXXXX. It has been exactly three weeks and I still have yet to receive my check. I've also called Ground Control for the past week and always get an automated message that there is no one to take my call even though I am calling during normal business hours. I am very frustrated at this point for the lack of communication and follow through and would like to now have a full refund of $300.

I would appreciate a response as soon as possible. Thank you.Desired Settlement: The original promise to me was a check for $150. At this point, with the time I have spent attempting to reach someone and money for the calls that ring with no answer, I am seeking a full refund of $300. My phone number is XXX-XXX-XXXX and my address is [redacted] Ct. [redacted] XXXXX.

Business

Response:

Business' Initial Response

Hello [redacted],

Thank you for contacting us in regards to your Backstreet Boys After Party Experience. We sincerely apologize for the delay regarding your refund. We have followed up with our accounting department, and they have confirmed that an electronic refund of $150 has now been processed back to your original payment method. Thank you for your patience and understanding as we worked to resolve your issue. If you have any further questions or concerns, please contact our customer service team at http://support.groundctrl.com.

Have a great day!

Sincerely,

ground(ctrl)

Consumer's Final Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Review: VIP ticket package, "Meet & Greet Bundle", failed to include the Meet & Greet. Also, 3 tickets resulted in only 1 group photo with the performers.

I purchased 3 VIP tickets at $149.50 apiece to the 2013 Happy Together Tour on June 21st at the NYCB Theatre at Westbury (order # XX-XXXXX/NY1 (2 tickets), order # XX-XXXXX/NY1 (1 ticket)) . I purchased them on my husband's credit cards ([redacted]). We received our premium seats (row D), the signed posters, koozies, laminates, and had a single group photo taken with the performers (NOT 3 PHOTOS (we had 3 tickets).

Although advertised as a "Meet and Greet bundle", with "Access to VIP Meet & Greet with The Turtles & Others on the Tour", we did not get to talk to the performers. The meet and greet was our main factor in purchasing these VIP tickets and we were shortchanged. We feel this constitutes False Advertising. In addition, although we paid for three tickets, we posed for and received only one photo with the three of us grouped together. I felt that for three tickets, we were entitled to three unique photos - grouped or not. We waited on a line, were rushed through the photo op (we were yelled at to sit down), and then handed a poster and ushered out. Our tickets, at $149.50 apiece, cost almost double the price of a regular ticket for the same row seat. I feel that we did not get our money's worth.

I've been to other meet & greets, where the performers mingle with the people, talk to them for a few minutes at a time, perhaps sign things and pose for photos. In this case, we were just seated with our backs to the performers for a one shot photo op (which was a separate feature of the VIP package), and that was it.

The Ticketmaster site for reviews of the Happy Together Tour 2013 is peppered with complaints similar to mine (lack of a meet & greet) from anyone who had the VIP package.

I have already been in contact with Ground Ctrl Support, who claim that I received everything that I was entitled to, "no matter how brief the encounter was".Desired Settlement: I feel that I am due a partial refund on my 3 tickets for failure to fulfill major features of the VIP package. I also feel that Ground Ctrl should be made to stop this practice of advertising Meet & Greets in their VIP packages, if they do not intend to set aside time for them to occur. The performers and their promoters should also be made aware that they have an obligation to their paying customers to fulfill all features of the VIP package.

Business

Response:

Business' Initial Response

Thank you for contacting us regarding your Happy Together VIP experience. We are happy to hear that you have received all of the merchandise included in your VIP package. In regards to the Meet & Greet portion of the event, the amount of time that each guest receives with the members of the band can vary from event to event due the artist's availability and nightly requirements. In addition, each VIP purchaser in your group had their photo taken with the band as promised in the product description. While we are sorry to hear that this portion did not meet your expectations, all elements included in this package were fulfilled as stated. If you have any further questions, or need assistance accessing your photos, please contact our support representatives at support.groundctrl.com.

Sincerely,

ground(ctrl)

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Being seated and posing with our backs to the performers, with no interaction is not a Meet & Greet - it is a Photo Op. And in this case, barely a Photo Op. We were rushed through and yelled at to sit down. It was so rushed, that some of the performers didn't even stop to pose for the photo (one is shown drinking from a water bottle, while another is turned sideways, talking to another performer) They were talking to each other - NOT US. The performers not having time in their schedule is no excuse. They should have made time. You advertised, and we paid for the Meet & Greet experience that did not happen.

Here is the commonly accepted definition of Meet & Greet:

Merriam-Webster Dictionary definition of Meet & Greet:

: a reception at which a public figure (as a politician or rock star) socializes with press members and other guests

Oxford Dictionary Definition of meet-and-greet in English

meet-and-greet

Syllabification: (meet-and-greet)

noun

an organized event during which a celebrity, politician, or other well-known figure meets and talks to the public.

The performers did not socialize or talk with us. In the separate, "unofficial" portion of this response, I am including a Ticketmaster feedback/review of one satisfied customer (to illustrate what should have occurred) followed by Ticketmaster feedback/reviews of experiences similar to mine (to show that this lack of Meet & Greet was not an isolated occurrence). In many of these reviews, there is no issue with the show itself - just with the Meet & Greet portion in the VIP package.

Business' Final Response

Hello [redacted],

Thank you for your response in regards to your Happy Together VIP experience. We are sorry to hear that the Meet & Greet portion of this event did not meet you expectations. While we do understand your frustration regarding the limited time you were able to spend with the band, the photo opportunity and Meet & Greet portions of this package coincide at each event. As a result of you meeting and having your photo taken with the artist, it has been determined that this portion of the package was fulfilled. As was previously stated, the Meet & Greet element may vary at each event, and its length is determined by the artist's nightly schedule requirements. We apologize for any inconvenience this incident has caused. We review all customer submissions and appreciate the feedback.

Sincerely,

ground(ctrl)

Review: Purchased Backstreet Boy Fan Club membership to receive a fan club password for tickets. They never sent it, called and will not refund.

I purchased a Backstreet boys fan club membership for $30. This membership was supposed to give me access to the fan club presale last Tuesday 7am EST for the Boston show. GRNDCTRL never sent any email with the password enclosed as they said they would. I logged on to the BackStreet Boys Fan Club message board and apparently this had happened to a ton of people. We all purchased a fan club membership which would have gave us first rights to tickets, instead we were all left in the dark. I tried to call GRNDCTRL at 7:30am Est and there was no answer. I left an email and all that they said was that they were pretty much sorry. I called Grndctrl today 5/21 and spoke with a lady, she would not give me a refund, I told her that you guys didn't come through on your end like you agreed upon. Grndctrl never sent out my password to purchase for the Fan Club Presale, and all she said was that it wasn't their fault that it was my email (Yahoo) providers fault, and there was nothing that they can do. She told me that she will not give me a refund, She said if I wanted she could give me a 2 year membership at no additional cost, and I declined it. It does me no good. I purposely purchased a fan club membership so that I could purchase good tickets for the upcoming backstreet boys show in Boston for my niece. I was forced to wait for the General Onsale and ended up getting nothing but seats in the very back of the amphitheater. I was forced to go to stubhub for good seats and ended up spending over $175 per ticket just to get in the lower pavilion.

All I want is a $30 refund, It's not like I am trying to scam your company, it was your company that did not come through as promised on your website.

Desired Settlement: I want my $30 refund for nor receiving the goods that I purchased (Fan Club Presale Password.

Business

Response:

Business' Initial Response

Hello [redacted],

Thank you for reaching out regarding your Backstreet Boys membership package. We apologize for any confusion surrounding this past pre-sale and have looked into your issue specifically.

Your pre-sale code was sent to your email address at 1:35am PDT the night before this pre-sale. Due to an email blocking system through your account the email did not arrive and the code was provided to you later that weekend. This pre-sale started on Wednesday May 15th and continued until Friday May 17th. Being a paid member entitled you to the VIP pre-sale which did not need a code and only required you be logged into your paid account in order to participate.

Due to the fact that each item in your membership bundle has been fulfilled, and per the item description in our return policy, we will not be offering a refund.

Please review the ground(ctrl) Return Policy for more information.

http://groundctrl.com/return-policy/

Sincerely,

ground(ctrl)

Review: I bought a $500 meet & greet package from groundctrl which they approved for the MB20 concert on 7-6-13 however they didn't allowed me to use it.

On August 26, 2012 I purchased the "Ultimate North Bundle" from ground control for $512.25 (with my debit card) that included a Matchbox Twenty Meet and Greet that I was supposed to be allowed to redeem at the show of my choice. During the winter tour, only 3 shows were available for me to redeem my Meet and Greet at, none of which I could attend. They told me to save it for the summer tour. Fast forward to May and ground ctrl emailed me asking what show I wanted to redeem my Meet and Greet at. I told them I was only going to 1 show this summer, the show in Clarkson, MI on July 6, 2013 and that was the show I wanted to redeem my Meet and Greet at. That was the last I heard from them. A week before the concert on June 28, 2013 I emailed them asking what the status was on my Meet and Greet. They replied saying "Your Meet & Greet redemption request for 7/6 - Clarkston, MI has been approved! We will be contacting you within 48 hours of the event with your Meet & Greet times!" However the morning of July 6, 2013 I still had not heard a word from them about my Meet and Greet and never got an email. There was no way to contact them on July 4, 5, or 6 to work anything out, so I went straight to the theater box office where the concert was being held. I ran around for 4 hours asking everyone there for help but no one knew what I was talking about. Finally, only after the concert doors opened up at 5:30 did I find a ground ctrl rep, [redacted] He told me that the company said there was NO ONE on the list redeeming a Meet and Greet that night. I showed him the email from ground ctrl stating that I had indeed gotten approved to use my Meet and Greet but he couldn't work anything out with the band because it was too late. I am not going to any other concerts this summer, I didn't get to use my Meet and Greet, and ground ctrl scammed me out of $500 that I want backDesired Settlement: I spent $500 to meet matchbox twenty. I did not spend $500 just to get a bunch of merchandise (some of which I will not even use). I demand a refund for the "Ultimate North Bundle" that I purchased from you guys back in August of 2012 because you did NOT deliver what I paid for and you were NOT available during the times leading up to my event so there was no way for anything to be worked out.

Business

Response:

Business' Initial Response

Hello [redacted],

Thank you for writing in to let us know what happened during your Matchbox Twenty event. We sincerely apologize for any confusion surrounding your Ultimate North Bundle, and due to your unique circumstances, we would like to offer you a partial refund for this package.

Our customer support team will be reaching out to you sometime within the next few business days regarding this refund. Please inform them of your current shipping address, as we will be using that address to mail back your partial refund. You will be receiving a refund for the Meet and Greet portion of this package, and we are very sorry that the date you had requested did not work out. All merchandise from this package was distributed and cannot be refunded. If you have any questions regarding your partial refund please let our customer support team know.

You can reach our support team at any time by emailing support.groundctrl.com. Additionally, for urgent matters you may call 1-877-GND-CTRL / Monday - Friday, 9:30am - 5:30pm PST

Sincerely,

ground(ctrl)

Review: I ordered VIP Meet and Greet for [redacted] for my daughter. I paid 69.07 on March 2, 2016 to have preferred shipping by the concert date of March 17th. I have not received anything at this time including time for the Meet n Greet. The instruction directing to Will Call to pick up tickets.

My daughter arrives at 6pm to Will Call with her I'd and advised that her name was not on list. I spoke to person and sent confirmation order#. She advised the Meet n Greet was at 3p.

I was giving the number to Wonderful Union. He said an Email was sent on march 15 which I had not received. He verified my email which was incorrect. I told him that I wanted a full refund! He told me that it was my responsibility to find out the time. I ask to speak to a Mgr. He refused to allow me to speak with his manager. He told me that I should have read my email. I Yelled and said that I did not get an email and disconnected the call. Wonderful Union is a scam!!!!Desired Settlement: I would like a refund and an apology from the business. Honestly it's not about the money but the fact that my daughters heart is broken. She love this group and was really looking forward in meeting them!

Business

Response:

We’re very sorry to hear that your daughter missed this meet & greet. As explained over the phone, we are unable to offer refunds when events are missed. Every event page includes a message that says that a VIP email will be sent to the email address provided during checkout and to contact us if you do not see that email. An email as sent to the email address you used to place the order as described. The items included in this package have been shipped to the address provided to us during check out and are scheduled for delivery on Monday.

Review: Ground(ctrl) ran a fan club contest for [redacted] Fans that required the purchase of T-shirt and the contest involved redesigning the Charity Water T-shirt. My redesigned t-shirt won one of the first place prizes which was a Meet and Greet for two at [redacted]'s next tour. At the time of the contest the value of a Meet and Greet at previous concerts was approx $350. At the time of the contest it was advertised the prize would be awarded on [redacted]'s next tour and I would be required to buy a ticket to the concert date, and notify them of that date. [redacted] did not have a USA tour scheduled until the announcement in March of 2014. I made several email contacts with Ground(ctrl) regarding this prize during the time that [redacted] launched his Trespassing album. Ground(ctrl) never adequately responded to my inquiry about this prize - and - another prize I had won that still had not been awarded.When I contacted Ground(ctrl) upon the announcement of [redacted]'s tour (March 2014) they refused to honor the prize promised and refused to award the value of the prize. Instead they offered misc. items with a value of under $30. Conversations with support and via email indicated that Ground(ctrl) was no longer in touch with [redacted]'s management and they would not be able to award prizes. But as can be documented on the fan site currently as of 6-9-14 - Ground(ctrl) has managed to run a contest affiliated with iHeart and has announced the winners of that contest who have won tickets to a special show. This tells me that Ground(ctrl) DOES have some contact with [redacted]'s management and leads me to believe they COULD honor their promise of the prize that was advertised.Desired Settlement: I would like Ground(ctrl) to award my prize of a Meet and Greet opportunity for two as promised for any one of 3 concert dates that I have purchased tickets to. If they cannot award the prize then I would like to be compensated with the value of that prize.The previous value of the prize for a VIP Meet and Greet for two was $350. As of this date in 2014 the value of the prize is clearly greater.

Business

Response:

A few years ago, [redacted] launched a fundraising campaign for Charity: Water. This was handled through the Charity's website and no money was exchanged between contributors and ground(ctrl) at all. Contributors were given prizes by Charity: Water.

We handle [redacted]'s fan-club. Since so many of [redacted]'s fans generously donated to the cause and received t-shirts, the fan-club had a campaign where fans could take photos of their modified t-shirts (glitter, bedazzling, etc) and winners would be awarded prizes. There was no fee to enter the campaign.

Like all campaigns, this one included terms and conditions. All prizes were subject to availability and had no monetary value. M&G's have been unavailable since this prize was won and we cannot issue payment to a prize winner for an intangible prize.

Even though nothing was purchased, in good faith we put forward an attempt to appease the fan by providing everything [redacted] related that we have access to. This included 250 points on the [redacted]fans.com website, 6 month membership to the website and postcard autographed by [redacted].

Review: "Meet and Greet" with Selena Gomez in Moscow cancelled by not refund received.

Hello,

I bought VIP "Selena Gomez Diamond Meet and Greet" for Moscow, September 2013, but the concert and obviously "Meet and Greet" was cancelled.

I recovered promptly the money spent on tickets (from parter.ru - serious company btw), but when trying to contact Ground Ctrl to get the refund for "Meet and Greet" I find it impossible.

The customer support at support.groundctrl.com does not work, password not accepted even if reset and phone calls are not answered

I paid $250 for Meet and Greet and I hope I can recover the money.

If any company representative is following feedback on Revdex.com.org, please refund order #GCXXXX-XXXXXX-XXXXO2F to the same credit card used for payment.

Awaiting your confirmation.

M.[redacted]Desired Settlement: I am seeking refund of $250 paid for "Meet and Great".

Business

Response:

Initial Business Response

Dear [redacted],

Thank you for contacting ground(ctrl) in regards to your Selena Gomez VIP purchase. According to our records, the order in question was refunded in full on September 17, 2013 to the original payment method. You can verify your refund has been processed by logging into your account here:

http://selenagomez.com/account/orders/

The status of your order should read "Refunded." If you have any further questions or concerns regarding this refund, please contact our customer support department directly at

http://support.groundctrl.com.

Sincerely,

ground(ctrl)

=====================

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Hello,

Yes, I have checked and the refund was received on 17.09.2013 as indicated by you.

Thank you, issue solved.

Best regards,

Review: I still have not received the pre-ordered Backstreet Boys 20th Anniversary bundle that was scheduled to be shipped August 15, 2013.

I Pre-ordered a BSB 20th Anniversary bundle July 2013 with a scheduled shipment date of August 15, 2013. Two weeks after the scheduled shipment date I still had not received the items or even updated shipping info so I contacted customer support on August 29th. At this point I was informed that some of the merchandise (autographed) had not been received for them to begin shipping and that they could not predict when this merchandise would be available but they expected it within the coming weeks. I expressed my dissatisfaction in the lack prior warning to this possibility. I understand that they cannot send items which have not been provided to them but they never once disclosed a warning during the purchasing process that shipment could potentially be postponed. Then at least my expectations would be accurate. In addition, they did not send out an e-mail to customers about the issues with shipment until September 10th, almost a month after the scheduled shipment date. At this time they informed customers that they had received the items and they would begin shipping in roughly 2 weeks. Over three weeks later my shipment information has not even been updated and I still have not received my items. I once again contacted customer support to inquire about the timeframe and lack of communication. The only answer I received was that they are shipping in chronological order of when orders were placed. Once again, I understand this. However they estimated within 2 weeks packages would begin shipping and over three weeks later still have no timeline. I decided to research their Revdex.com info and read a number of similar complaints. The customer service I have received has not been customer service at all. When complaints started rolling in they should have informed customers of the situation instead of waiting a month to do so. In the end they acted as if they didn't really care and it is MY problem that they cannot fulfill their orders on time. I would encourage other potential customers to research the complaints and lack of customer service others have received before placing an order with this company.Desired Settlement: I would like to have my shipping upgraded from standard to something expedited and a shipping refund.

Business

Response:

Initial Business Response

Dear [redacted],

Thank you for contacting us in regards to you Backstreet Boys 20th Anniversary Bundle purchase. We apologize for the delay in getting your order shipped to you. According to our records, this order was shipped in 10/17/2013 and should currently be en route to you.

As was stated in our Sept. 10 update regarding your purchase, these items were scheduled to arrive at our shipping facility in multiple shipments and would be fulfilled based on purchase date. While some orders were shipped within the time frame described in the email, we were unable to ship your order until the date posted above. Please also note, that this purchase was eligible for a refund, and can still receive a refund if you follow our return process outlined here: http://groundctrl.com/return-policy/

Again, we sincerely apologize for the delayed shipment of your items and truly appreciate your patience in this matter. Please contact our customer service representatives at http://support.groundctrl.com if you have any further questions.

Sincerely,

ground(ctrl)

Final Consumer Response

I just received my items in the mail yesterday and was never updated that the items had shipped as I was told I would be. Telling customer AFTER they order that items will be received in separate shipments and with the likelihood of being very is not good communication. I am happy I received my items, even though it was 2 months late. I do not plan to make any more purchases through ground ctrl.

Review: On 1/19/15 I received an email advertising "exclusive pre-sale access" for concert tickets if I paid for a membership. The language in the email was clear. "Want pre-sale access? Join [redacted] NOW!" and "[redacted] members have exclusive pre-sale access for the following shows..."

I joined and paid the membership fee.

When I went to try to get "pre-sale access" at the exact time access was supposed to begin (10am PST), at first the access code I was given did not work. After a while, it worked, but no tickets were available and the website kept resetting.

I checked the [redacted] members' blogs and forums and countless number of people were having the same problem. It appears that the members were all frustrated.

I felt deceived. The solicitation sent by the company was misleading and deceptive.

I emailed the company around 1-3 hours after I signed up for the membership, and maybe 1 hour after I stopped trying to gain the promised "pre-sale" access. All I wanted was a refund of my membership fee because I did not receive the benefit for which I paid. Additionally, the company was not out of anything because I didn't receive a product. All they had to do was merely refund $25.30.

I'm not sure how many other people were deceived into signing up for a membership - only to find out that the benefit and reason for joining was never given.

It says a lot about a company who will not refund $25.30, when it provided nothing in return.Desired Settlement: All of this could have been resolved if the company granted my request for a refund.

Business

Response:

Our 1 year memberships are generally non-refundable but at the time this package was purchased, that information was not included in the product description. We'll honor the refund request and process it today.

Review: Ground ctrl is currently in charge of the New Kids on the Block website. They are also in charge of their "fan club." I went on the NKOTB website to purchase tickets to a concert and found out if I joined their fan club, I could get pre-sale privileges, so I spent $80 on the fan club membership. I was on the website at the designated time to purchase tickets, but there website wasn't working and they were unable to handle all the traffic. Eventually I ended up having to purchase VIP tickets through ticketmaster (which costs A LOT extra) because their website didn't work. A friend purchased a cheaper fan club membership ($40) which meant she was able to buy tickets later than I was, but because the website wasnt working, she got tickets in the exact same row as I did.This was frustrating for me, so I called to speak to customer service and the rest of my experience with this company was literally appalling. First, the rep answered the phone "hey" and had me on speaker phone, when I explained the situation and how the website wasnt working, he told me he couldn't help me and that I should send an email. I spent A LOT of time writing a 4 paragraph email about my experience and I got a 3 sentence email back congratulating me on purchasing VIP tickets (which is NOT even through their company). They did not even address my concerns and it was worded in an extremely condensing way. I called again and was told I cant speak to a manager and that they do not elevate calls beyond the rep I was talking to. I have NEVER heard of such a policy! In other words, I have no way to contact anyone else in the company besides the reps that answer the phones. It concerns me that no one else knows about the bad experience I had with this company. I also think its quite concerning that they have pictures of their employees drinking right on their company website!! They may be trying to run a "fun" company, but they are ripping people off and promising tickets that are beyond their server's abilities.Desired Settlement: This is mostly for Revdex.com's information, but I am more than willing to speak to a representative from the company if they would like to contact me. My main reason for this complaint is because they did not give me the option to talk to a supervisor or escalate the complaint, so I wasn't sure where else to go to file a complaint. In the beginning I was looking for a refund and still am, but more concerned with their lack of customer service

Business

Response:

We'd love to respond to this as soon as possible, but need a few more details to do so. What is the order number associated with this complaint? As soon as we have that, we'll be able to look into this.

Consumer

Response:

I am rejecting this response because: not actually rejecting it, just want to give the company more information like they asked for:The order number for this transaction is [redacted] and it was purchased by Ashlee Klim

Business

Response:

Thank you. Your feedback was responded to by our support director personally. This is the message that was sent: "We're sorry to hear that you had such a difficult time navigating our site during the pre sale. We're happy to hear that you were able to obtain VIP packages though and hope you have a great time at your event. Having access to pre sales is a single perk to Block Nation, and we hope that you enjoy some of the other benefits that being a member has to offer over the course of your membership. Thanks for taking the time to write in to us; we sincerely apologize for any inconvenience this incident has caused. We do review all customer submissions and appreciate the feedback."We did not offer a refund request because you received immediate access to the fan club and its benefits, including but not limited to the ability to purchase the VIP packages that you were able to secure. Since these memberships are applied immediately, that are all sales final as described in our item description at the time of purchase as well as our return policy.