Wonderful Union

Review: I went on the website at 9am PST (12pm EST) to purchase pre-sale tickets for the [redacted]. I was on the site at the exact time they opened the sales, because I kept refreshing the page.Due to the overwhelming server traffic on the page, my sale timed out and I was unable to purchase the tickets I reserved. I had to start my purchase over, and ended up getting tickets MUCH further back. This was all due to the website lagging and hourglassing because of the website traffic! I was unhappy with this, so I contacted their customer service and spoke to a man named [redacted]. I asked if he was able to check and see if the original seats at the venue were still available, or if there were some closer than the ones I purchased (the website automatically gives you the "best available" seats). His response to my issue was that it wasn't their problem, and they couldn't do anything about it. I asked to speak to a manager about this and he told me no, I may not. I asked if there was a number to call to speak to a manager, and he would not give this information to me. I asked his name and he told me it was [redacted]. When I asked his last name, he refused to give it to me. He told me it's none of my business what his last name was. Since I have no other numbers to call, no manager names, and no last names of this gentleman, I am filing a Revdex.com complaint. I feel this company's business practices are horrible and appalling.I am completely disgusted with the way this business is ran. I will be calling this company until I reach someone in management, or I will continue the complaints.Desired Settlement: I would like to speak to management about the gentleman I spoke with. I would also like to discuss my ORIGINAL reason for calling, which is trying to get the seats I reserved in the first place.

Business

Response:

We're really sorry to hear that you had this experience with our site and on the phone with our support staff. You mentioned in your call that when you clicked [redacted] to process the payment, that the site had "timed out". This is a third party service, and not powered by our data servers, so unfortunately this renders us incapable of offering technical or customer support beyond troubleshooting. In regards to escalations, management does review messages sent to [redacted] or [redacted], and has already discussed your grievances with our business. I understand that you were not satisfied with how this information was communicated to you and for that I apologize. We don't have a way of obtaining closer concert tickets for you but if you no longer want these tickets, please let us know and we can refund them for you in full.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is probably the best I will get. It seems that pointing the finger to other businesses is standard practice with the company in question.Thank you for your response.Regards,[redacted]

Review: I ordered a VIP upgrade at a Buckcherry Concert. The concert was Wednesday March 26th 2014. My order number is Order #: [redacted]. My VIP listed this in its package. Buckcherry After Party VIP Hang with Buckcherry after their performance Have your picture taken with Buckcherry during the After Party One Autographed Set List from your concert (Dated with City and Venue) One Buckcherry VIP LaminateI got the laminate and a picture. Since I bought 2 VIP passes I should have gotten 2 pictures. I didn't get to hang with Buckcherry. Didn't get a autograph either. So out of all the things on here I got less than half of what I paid over 100.00 for.Desired Settlement: I would like a refund of what I spent. Or would like to actually attend a after party and actually hang out with Buckcherry and get my autographs and pictures.

Business

Response:

This vip package included the following:

Hang with Buckcherry after their performance

Have your picture taken with Buckcherry during the After Party

One Autographed Set List from your concert (Dated with City and Venue)

One Buckcherry VIP Laminate

We confirmed that the after-party did take place, that photos were taken, and that all of the items were distributed on site. The set lists were not pre-signed, they were meant to be autographed on site when you met the band. We cannot issue you a full refund as the staff on site confirmed that nothing irregular occurred at this event and all portions of this package were fulfilled. What we can do, is offer you a partial refund of $50 since you left without getting your set lists.

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.

Sincerely,

Review: Ordered package, back in June, that should have included a coupon and have yet to receive it 3 months later!

Back in June, I bought an LPU package that should have included a coupon toward merchandise on the ground(ctrl) site. When I received the package, I noticed that the coupon was not there. I contacted customer service and was told that they were having issues with the coupon being generated and sent to customers. I was told that it should be fixed within the week. Two weeks went by so I contacted them again. Again, I was told that they were still having issues and that they would notify me when it was resolved. Again, 2 weeks went by and I contacted them again. I was told the same thing. Just recently, I mailed them again and voiced my opinion at just how bad their customer service was, for I still hadn't received the coupon. Again, they messaged me that this was still an ongoing issue and that they would make sure I received it whenever it was fixed.

My honest opinion is that this is by far the worst customer service I have ever received. This is an issue that should have been taken care of within the first two weeks of my order. It has now been 3 months. I don't want a message telling me that I will get it soon when I will not be receiving it soon. I want the coupon. I know that this sounds crazy for just a coupon but my feelings are if you cannot fulfill an agreement, you shouldn't be offering the product. I would really like some sort of compensation ASAP! Desired Settlement: My overall settlement is that I wish to have the coupon ASAP! Like within the week! Thing is, I have a feeling that the Revdex.com will get the same response from them as I have been getting. Merchandise of Linkin Park would be a great compensation if a coupon is not available. Heck, that is what I want to use the coupon for! My honest opinion is that this company does not deserve to be dealing band merchandise. I can see with all the complaints on the Revdex.com site that I am not the first to have an issue with them. I am surprised that no one has asked them to shut down as part of a settlement. If I can get some compensation within then next week, I will be happy.

Business

Response:

Initial Business Response

Hello [redacted],

Thank you for taking the time to contact us regarding your Linkin Park Underground membership purchase. We sincerely apologize for the delayed distribution of your $5 coupon. Unfortunately, we have not yet resolved the technical issue concerning the application of these coupon codes. At this time, we are unable to provide a coupon that will properly apply to an attempted purchase. However, we are anticipating that you will be contacted with more information regarding your coupon code in the next 5-7 business days. If you have any further questions about your membership, please contact our customer support department at support.groundctrl.com.

Sincerely,

ground(ctrl)

Final Consumer Response

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

I am happy with the way things have so far turned out. I accepted the offer of the free shirt and it made it to my house today. Very good looking shirt. I will continue to hold off for the coupon, but for now, because of the why they have handled this (item at no charge to me), I accept this resolution and approve for this case to be resolved (for now). If I need, I will reopen another case if I fail to receive my coupon.

Final Business Response

The following message was sent to this customer by our customer support team, and he has accepted our offer:

"This is a courtesy message in regards to your LPU membership purchase. We have been forwarded your information due to the fact that you have not yet received your $5 coupon code included with your membership. We sincerely apologize for the continued delay distributing your coupon code. As you may know, we are working to fix a technical issue that will not allow for these to apply during an attempted purchase. WE are expecting that this issue will be fixed very soon, and you will receive your code and instructions on how to use it as soon as the information is available.

In the meantime, however, the Linkin Park team has agreed to offer you a free SSMF shirt due to make up for this extended delay. Please let us know which shirt and in what size you would like. You choices are below:

Black- http://lpunderground.com/store/product/exclusive-sunset-strip-music-festival-hyb...⇄ />
White- http://lpunderground.com/store/product/exclusive-sunset-strip-music-festival-hyb...⇄ />
Once we receive your response, we will let our shipping department know to ship the item. Please note that you will still be receiving your coupon code once it becomes available.

Sincerely,

ground(ctrl) Support"

Review: VIP package, they called me and e-mailed me the seats I was going to have and when I arrived they were different seats. No help from them.

I purchased VIP tickets on 4/18 to the Daughtry and 3 Doors Down concert for 7/16 in Canandaguia, NY. It was supposed to be held in Syracuse, NY, I was notified a few days later that the venue had changed. They offered me a refund or I could keep my tickets. I was told by Ground Ctrl our seats would be matched to the order they received them for the War Memorial in Syracuse. I had the second row for the Syracuse event. They called and told me I would be in row C and they e-mailed me:

Thank you for contacting ground(ctrl) support.

Here are you seat locations for your (2) 3 Doors Down Daughtry Diamond VIP:

RCE, Row C, Seats 404 & 405

So I decided to keep them and go anyways. I got to the venue and received my tickets and they were for row G not row C like I was told. The will call window said they were supposed to give them information for seating and they did not, so the venue had to place the seats for the VIP people. I called Ground Ctrl immediately 20 minutes I finally got through. They told me once again that I had seats for Row C, and I told them what I had Row G. They tell me people are looking into it and will call me back in the next day or two. Meaning that I am stuck in the seats that I had and nobody was going to do anything about it. It's been three and haven't heard anything and by looking at reviews, it looks like nothing will be done about it and I will get the complete run around. I paid way too much money for seats that I had. I could have got them on my own without the help of VIP. I was promised and paid for something and did not receive it. This place is a total rip off.Desired Settlement: I would like some sort of reimburesment being that I spent 355.00 for the seventh row. I understand I did VIP and I am not asking for all of my money back but something for not giving me what I was promised. I had to take a half day unpaid off from work because I didn't know anything about when the event was going to take place until the day before and I had to drive an hour and a half away on top of toll charges and parking and gas.

Business

Response:

Business' Initial Response

We apologize for any inconvenience or confusion this issue might have caused.

Because of this we will issue a full refund to the fan.

Please allow 5-7 days for this refund to be reflected on your statement.

You can contact ground(ctrl) support if you have any further issues related to this. 877-GND-CTRL or http://support.groundctrl.com

Thanks

Business' Final Response

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

I will accept this response. It's been 5 days and haven't had the refund yet, so if it is not there, this will be re-opened.

Review: I purchased [redacted] latest release, [redacted], via his web site and evidently, Wonderful Union was the fulfillment agency. I ordered it from his web site thinking that I would get it promptly upon receipt and in order to get the "deluxe" edition. Well, both expectations weren't met. I got it a full week after it was released and found when playing it, several tracks skipped. I tried it on several players and the result was the same. Then, I contacted Wonderful Union and was told because I'd had the disk for longer than 2 weeks it was not considered a manufacturer's defect. First of all, I don't know how they know I'd had the disk for 2 weeks given that I didn't get it until September 29th and then, that saying it was my problem just doesn't sit well with me. I make a conscious issue to purchase the music I listen to and to not cheat musicians et al. out of their due. In return, I expect to be treated reasonably when I request an exchange for cause. Seeing that is not to be the case and that my only recourse is to re-purchase the cd, I think that it's important to share this experience as widely as possible. I will not make this mistake again. I'll go to Target.[redacted]Desired Settlement: I don't expect to get resolution. Wonderful Union doesn't really seem to care so it's best I keep my expectations low, way low.

Business

Response:

Hi [redacted],I'm sorry to hear that you had this experience shopping from our store. I understand that a replacement CD was shipped to you since you opened this complaint. If you have any other questions or concerns, please let our team know and we'll be happy to help you. Thanks for letting us fix this for you. Sincerely,Wonderful Union

Review: I had purchased tickets to see [redacted] back in August for a show she was performing at [redacted] Casino on 11/09/14. She unfortunately has had to cancel. I do not hear about this from Ground Control from whom I purchased my tickets or any of her people. I hear about it from the news media. When I call [redacted] I was told to contact Ground Control. I did and asked why I was not informed of the cancellation of the shows and what the next steps were, I was told that they are waiting to hear back from [redacted]'s team to see if the shows were going to be rescheduled if not I would get a refund. I expressed concern because the concert was a little over a week away. They said I would be informed shortly of the decision. It is now 11/03/14 and I have not heard a word via telephone or email. I have been trying to contact Ground Control with the 1-877grdctrl number for 2 days, it rings 3 times and goes to busy signal. Now I have allowed for possible connection issues, but this has gone on long enough. I want my refund immediately. This is horrible customer service, I will also be finding a way to contact [redacted]'s team so they know what company they are dealing with. Horribly customer service, rip off artists.Desired Settlement: I want all the funds I paid for returned to the card immediately.

Business

Response:

Hello,

It looks like this order was refunded the day you got in touch with our customer service team.

Review: I purchased a New Kids on the Block fan club membership in January of 2015 in order to purchase tickets from the presale opportunity. The membership promised a code for early purchase, socks, and a membership certificate. The day of the ticket sale, my code was no where on my dashboard and I was unable to find it. I ended up not getting tickets. I tried to call the company and coincidentally, the phone lines were down. Now when I call during business hours there is no answer. Since then, I still have not received my tangible items either. I filed a claim with [redacted] and they were unable to give me any shipping information which leads me to believe these items are never coming. I cared most about my code for a concert I won't get to see from the VIP seats. I want my $58.61 fully refunded since I received NOTHING that I was promised.Desired Settlement: I want a full refund of $58.16 since I never received anything digital or tangible.

Business

Response:

The items that came with this membership were expected to ship in 3-4 weeks from the date of purchase (as described in the item description) and they shipped on 2/18/15. We see in the tracking information that they were delayed in transit but are scheduled for delivery on Feb 26th.

Consumer

Response:

I am rejecting this response because: I want a refund because I did not get my code which led me to not get VIP tickets to the concert. I was not given what I was promised and I want my money back in full.

Business

Response:

The membership went into effect automatically at the time of purchase and the code was posted in your account as described in the membership's item description at the time of purchase. These are all sales final.

Consumer

Response:

I am rejecting this response because: I know for a fact that you offered a refund for the exact same thing to someone else who didn't receive their code, and although he denied the refund I deserve the same treatment. I didn't get what I paid for so there was no exchange of goods for a sale to be final. I will accept nothing less than a refund.

Business

Response:

Purchasing concert tickets for this pre sale did not require a code. As a fan-club member, logging onto the site was all that was needed to access the pre-sale. There was a code provided to all fan club members to access VIP packages and this was provided as well. Access to pre sales is one of the benefits of membership and all benefits as described in the item description have been fulfilled. We stand by our previous response.

Consumer

Response:

I am rejecting this response because: All benefits were NOT fulfilled. A code WAS required and I, along with multiple others in the chat rooms, did not receive it. This company is a fraud and I would love an explanation as to why your phone lines never work. You should be shut down for the money you've collected from schemes like this. I don't have $60 to throw away and I will not settle until my money is back in my hands.

Business

Response:

If this membership hadn't gone into effect at the time of purchase the way it was supposed to, we would absolutely have offered a refund. This was not the case though. Logging onto the website gave you full access to all fan club benefits including the ability to purchase concert tickets. Full benefits are listed here: http://nkotb.com/store/product/2015-premium-membershipA code wasn't needed to purchase concert tickets during this pre sale. Info on how to access the pre sale was available in the news section of NKOTB.com as well as on our help desk. We had a high call volume on the day of the pre sale but did our best to take as many calls as possible and were also answering email, chats, and messages on social media.

Consumer

Response:

I am rejecting this response because: When I purchased the fan club membership it said that my code to purchase tickets would show up on my dashboard the morning of the ticket sale. That implies in itself that a code is required so stop telling me one wasn't. If a code wasn't required then the box asking me to enter my code would not have been popping up on my screen. If a code was in fact not required, then it sounds like it was an error on your part. On another complaint filed through the Revdex.com (2/4/15), a man had the exact same issue. I want my refund because I know you offered him one. I would hate for this to become an issue that you offered a refund to a man for the exact same problem, but not to a woman. I will not settle until I get my refund because it seems that it was your error.

Review: We purchased two VIP Packages for the ZZ Top Concert on September 1st from Ground(ctrl). The Package advertised a Q&A session which did not happen.

On July 29th, 2013 I purchased two "ZZ Top Premium VIP Upgrade" Packages from Ground(ctrl). The order number was GCXXXX-XXXXXX-VXXXXXF. The cost on my Mastercard was $149.95 per package, totaling $300.20 when the $0.30 processing fee was assessed. This was for te ZZ Top concert in Cleveland, OH, on September 1st, 2013 at 8:00pm. There were four conditions listed for the packages: Q&A Session with ZZ Top, Photograph with ZZ Top, ZZ Top Poster, and Commemorative VIP Laminate and Lanyard.

When we arrived at the concert we went to the will-call window and were given the poster and the laminate and lanyard. After the concert my husband and his friend, whom the VIP Packages were purchased for as 30th birthday gifts, were allowed in to the "Meet and Greet" area with approximately 15-20 other people. Before ZZ Top came out, they were told by the band's manager not to touch them, not to look at them as they walked out, and not to spend time talking to them. When ZZ Top walked out, everyone was directed to wait in line, when it was their turn stand behind the band without touching them, smile for a picture, and then they were quickly and rudely shuffled out of the room.

At no time was there a Q&A session, and they were basically told not to interact with the band at all in any way. This is my main complaint. It was the one thing they were looking forward to the most, and spend a month figuring out the best questions to ask, and they weren't even allowed or able to ask one. It was complete false advertising. I am also not happy that it was advertised that they would get a photograph with the band, which yes one was taken, but they were never given one or even allowed to use their own cameras. The pictures were posted on the ZZ Top website, but they were never given instructions on how to access them. The best we can do it go to the website and print a grainy internet photo. I realize that this is not itself false advertising as the Q&A session, but it was misleading.

Also, it was not advertised in the package, but I feel the need to express how upset I was that they weren't even allowed to get the posters they had been given autographed. We found out after the fact that before the concert Billy Gibbons was outside his bus signing autographs for random fans. Those 15-20 of us who paid $149.95, however, were told autographs were not allowed.

Although I do have a lot of complaints, the major one that was truly false advertising was the Q&A session. It never happened and was not allowed. We did not get the experience that we paid for, and I feel that I absolutely need compensated for it.Desired Settlement: I would like a full refund for the VIP upgrades, in the amount of $300.20. They did not give us what they said we were paying for. I paid for a Q&A Session and there was none. It's plain and simple false advertising.

Business

Response:

Initial Business Response

Hello [redacted],

Thank you for contacting us in regards to your ZZ Top VIP Experience. We are very sorry to hear that you were unsatisfied with your VIP experience. We have followed up with our VIP department regarding your issue, and they have determined that the Q&A portion of this event did not occur as stated in the package description. Per our item description, your package should have included the following:

Q&A Session with ZZ Top

Photograph with ZZ Top

ZZ Top Poster

Commemorative VIP Laminate and Lanyard

Due the fact that all remaining elements of this VIP event were provided as stated, we cannot offer a full refund for this purchase. However, we will be processing a refund of $50 per VIP package due to not fulfilling your order as stated. A refund of $100 total will be processed today to the original payment method. Please allow 5-7 business days for this to be reflected on your bank statement.

Again, we sincerely apologize for any inconvenience this issue may have caused. If you have any further questions regarding your event, please feel free to contact our customer support team at http://support.groundctrl.com.

Sincerely,

ground(ctrl)

Review: Customer service intentionally ignored my complaint, causing the loss of nearly $400 worth of tickets.

I purchased tickets and VIP packages to a concert being held on October 10, 2013, for the price of $400. My wife is pregnant, and leading up to the date of the show, the doctor put her on bed rest. I reached out to Ground CTRL to see if they could do anything for me concerning my purchase (refund, ticket swap, etc). Customer service asked me to get a doctor's note and submit it for their review. We complied with their request. I received a message to contact them concerning the issue. I called, spoke to a girl who couldn't do anything. She said she would talk to a different company rep and call back. I didn't get a return call, and with the concert date coming up, I called them back. The same girl answered, and said that the other rep would call me. They did not. I called again, this time on Oct 7, three and a half days before the show. They told me that the only thing they could do was allow me to give the tickets to someone, but that I would have to give them a name by the next day. We couldn't find anyone else to go to the event on such short notice. We decided that I would go, and perhaps take a friend. The day before the show, on the 9th, I received an e-mail stating that in order to use the VIP packages, I had to be at the box office at 5:30pm. This was impossible due to my work schedule. I contacted Ground CTRL yet again, and told them of the issue, and pointed out that there was nothing at the point of purchase that stated I would need to be at the venue by 5:30. Doors were slated to open at 7:00, so that was the time frame I based the ticket purchase on. After getting nowhere with that, I submitted a customer service request through their website. I never got a response. Desired Settlement: I am not an unreasonable person. Although a refund would have been nice, given the extenuating circumstances, I really just wanted the company to work with me so I could either find someone else to go, be able to go myself, or sell the tickets to someone and recoup SOME of the $400 I spent. Now, because of their lack of a response, and an overall "stick it to the consumer" attitude, I feel that Ground CTRL should make me whole by refunding the money. Again, this isn't what I sought to begin with, but given the disinterest in responding and helping, I feel that it is the only remedy for the situation.

Business

Response:

Initial Business Response

Dear [redacted],

Thank you for contacting us in regards to your Korn VIP purchase.

We apologize that you were unsatisfied with your ground(ctrl) customer service experience. Our records indicate that you had contacted us in regards to a concert ticket and VIP event purchase that you were unable attend. As is stated in our ticketing and VIP policy, both items are ALL SALES FINAL and are not eligible for refund for any reason. You can review our Ticketing/VIP policy here:

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

However, upon reviewing your request, our customer service department has informed us that in addition to offering to update your order based on your doctor's note, you have also been offered a make up VIP event for a future Korn VIP event of equal or lesser value. Please contact our customer support staff at http://support.groundctrl.com for more instructions on how to redeem the make up VIP event.

Sincerely,

ground(ctrl)

Review: The complaint I am filing is due to a lack of communication within the Wonderful Union staff and absolutely horrible customer service. I had originally purchased multiple tickets and VIP upgrades from the company on their website. However, the day before the show (which was scheduled for 3/4/16), I happen to catch the evening news. The venue (Water Street Music Hall - Rochester, NY) was one of the featured stories. The venue was denied their entertainment license effective immediately. This, as you may expect, changes my plans of going to the show. I waited until the next day to see if there was going to be a refund available for the show. The customer service representative that I spoke with told me that there would be a refund available as long as the tickets and VIP upgrades go unclaimed at the new venue (which I was unable to travel to).

A little over 2 weeks later, I call the company again. This time I recorded audio of the conversation with the customer service representative (which I believe to be the same person that I spoke with originally on the date of the show). The following is his statement on the phone. "Okay, I see that you have two orders totaling three VIP packages for the 4th of March. I went ahead and forwarded this again to our events department and see if we can get these taken care of. Not sure why it has not yet been refunded and as soon as I get some information about that, probably in the next few hours, I will let you know."

I have still not seen a refund and there was no further confirmation on what happened after supposedly speaking with their events department. If either the Revdex.com or Wonderful Union wants a copy of the audio that I recorded, I'd gladly send it.Desired Settlement: All I am asking for is a refund. I am unable to look up the exact amount of the order, but I know in total, it is somewhere in the $180-200 range.

Business

Response:

This event had a last minute venue change so the purchaser is absolutely entitled to a refund since they indicated that they were unable to attend the event at the new venue. A refund for both orders has been processed.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Very unhappy and fell mislead when I bought the boyz to men vip package in indianapolis!!! didnt get what I paid for

Quick Vent.....Although I had the time of my life meeting Boyz to Men I want to warn my fellow Facebookers to NEVER BUY VIP FROM GROUND(CTRL). They say whats needed to get you to buy and then day of....blah. 3 days prior they email everyone saying the shirts that come with the package will be shipped in a month....day of the show after the meeting with the group we are handed a bag and the "Autographed handwritten song sheet" I expected is a poster with not even fake signatures on it. I emailed them and they said " We are getting the hand written autographs after the tour and will mail them." hmmmm they never mentioned that before.....I googled them and it looks like a ton of people have been jerked over and several have reported them to the Revdex.com. just saying. I paid $160 for a package and was then emailed and told id get my shirt weeks later and the day of I get a fake poster instead of a "autographed handwritten song sheet". Very dishonest and misleading.Desired Settlement: I want my shirt and I want my hand written autographed songsheet! the songsheet is the most valuable part of the vip bag and it was a cheap poster!!!If You cant provide me with what I paid for then I want a refund. Dont advertise stuff unles you have it and if you dont have it and will at a later date which I highly doubt you even do then you should say so. [redacted] was the last date on the tour so telling me youll get the hand writen sheets after the tour ends....uhm where are they?

Business

Response:

Business' Initial Response

Hello [redacted],

Thank you for writing in regarding your Boyz II Men VIP event. We are sorry to hear that aspects of your VIP event did not meet your expectations. We want to make sure that every part of your VIP package has been fulfilled, and will be shipping out your Boyz II Men shirt and autographed lyrics sheet to the shipping address listed on your account. Please contact our customer support if you need to make any address changes before the items are sent out. Again, we apologize for any inconvenience this incident has caused. We review all customer submissions and appreciate the feedback.

Sincerely,

ground(ctrl)

Consumer's Final Response

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

Im satisfied as long as I get my shirt and the autograph that you guys promote in your package. Its been a month since the show, vip packages should never be like this

Review: I am reaching out to you today in hopes that you will assist me in problems that I had with Ground Ctrl. My wife, purchased a premiere membership to the New Kids On The Block fanclub on 1-21-15. She did this to be able to purchase tickets for the Orlando show on June 5th 2015. When the onsale date happened on 1-22-15 at 12:30 We were not able to log in to purchase tickets. We kept trying, but there was no link posted in her dashboard as stated. As this was our first time on this site we were not sure what we were doing wrong. We attempted several times to call the number for support which would only ring twice and disconnect. The live chat had 127 people ahead of us and we could not immediately get help there either (I am assuming it was due to the massive onsales for all of the tour dates and high traffic you were experiencing as later quoted by one of your agents.)After over an hour and a half of the onsale/wait time, we were finally answered by one of the agents named [redacted]. He spent a while looking into the matter and determined it was a technical issue on their end. He said he was going to reset everything and for us to try again, during that point we opened up another browser so we didnt lose him in chat and it disconnected us. During our conversation with him my wife voiced her concerns that we had now missed an hour and a half of onsale time and was concerned about the remaining tickets. He advised us at that time that he documented our account that there were issues and not to buy tickets that we were not happy with. He said if you are unhappy with the remaining selection to contact them back. We were led to believe that they would make it right.At that point we were still unable to get logged in. We had to start the wait to chat process all over again and go to the end of the line. During the hold time I discovered on my own that the username and password she set up were now not being accepted at all. Logic told me that when the rep reset it, maybe it reset the password. I had the password reset link emailed to me and reset it and finally at nearly 2:30 was able to get logged in correctly. We had now missed over 2 hours of onsales and tickets.We searched for nearly an hour for 4 seats together. Initially my wife wanted 4 tickets preferably in sections [redacted]. By now none of those remained. We were upset and decided to contact the representative back as he suggested.He asked us what we would like him to do and we told him our preferences of the seat locations. He said those were now all gone. We then told him that we would like the VIP tickets that were still available for the same price since they couldnt produce. He said he couldnt do that either. The assistance level and encouragement we got earlier was now gone. That changed to there is nothing we can do. He said tickets in those sections were no longer available and they couldnt produce tickets they did not have. I figured surely they must hold back tickets for when something like this happens to accommodate certain situations or he would not have advised us to contact him back if we were unhappy and even mention noting our account that there was an issue. After getting nowhere with him he said that he would have someone from the support staff call us on our phone.Shortly after, a guy named John called us back with the same story. He said that management said there is nothing they can do about the situation. I then asked to speak to a member of management. He told me that is not possible and that we could not speak to members of management. What company does this?? After going back and forth with him for quite a while he finally agreed that If I couldnt talk to management he would if I didnt mind holding. He then returned and said they would refund our membership but only if we did not buy tickets. That hardly seemed fair to me. He said if we bought tickets we would not receive a refund on the membership. We now had to choose between left over seats nearly 4 hours after the onsale or a refund for an error on their end. I suggested that due to the mishap on their end that we settle for lesser desirable seats in an exchange for a refund of the membership. This was also refused. I feel that was a very fair offer that all parties could have lived with. This couldve easily been solved by crediting the payment back to the card and leaving the membership active.In the end, she purchased 4 tickets in the lower bowl, not the floor sections she wanted. I feel that we gave our money for membership in good faith and were penalized by an error on their end. We did not have the same access at 12:30 that everyone else did and their company admitted the error and did nothing about it or attempted to help us under the circumstances. I have now had to spend 2 days on this matter involving live chat, phone calls, putting together this email, and scouring the internet for their executives information as it would not be provided to me.I would like 4 tickets in any of the specified sections above instead of the 4 lower bowls that she purchased due to them not being available. If those are not available, I would like 4 Vip tickets at the same price or something additional like a backstage or a meet and greet or something if she is to be stuck with the tickets she purchased just to ensure she had some. I would also like the membership to be left open and the 39.99 cost of it refunded. I am a fair individual and have provided multiple options to make this right. I am hoping that we are able to resolve this amicably.[redacted] (set by their guy during the errors)Desired Settlement: I would like 4 tickets in any of the specified sections above instead of the 4 lower bowls that she purchased due to them not being available. If those are not available, I would like 4 Vip tickets at the same price or something additional like a backstage or a meet and greet or something if she is to be stuck with the tickets she purchased just to ensure she had some. I would also like the membership to be left open and the 39.99 cost of it refunded. I am a fair individual and have provided multiple options to make this right. I am hoping that we are able to resolve this amicably.

Business

Response:

This 1 year Digital Membership to Block Nation (which is the purchase being discussed) includes the following as described in its item description:Access to exclusive videos, audio & photos.Access to the members-only message boards, blogs, chats, campaigns and more!Members-only access to exclusive contests.Access to presale Tickets! **Access to VIP Nation presale VIPs! **Access to the cruise presale! **PLUS:2 Pairs of Exclusive NKOTB Socks* Digital memberships go into effect immediately at the time of purchase which is why they are non-refundable. Please see our Return Policy for details.*These items will be shipping in roughly 3-4 weeks **Fan-club ticket presales are not available for all tour dates. When there is a fan-club presale, concert tickets are purchasable on a first-come first-serve basis and are not guaranteed. When a code is needed for an upcoming presale, it will be posted in your Account Dashboard up to 10 minutes prior to that presale.It is a one year membership, not a code for a guarantee to concert tickets. There was an error when this membership order was placed so it didn't apply automatically as it was supposed to. Since this was an error on our part, and access to the fan club was not given, we offered a refund for the membership. The customer chose to receive immediate access to the fan club instead so we activated it and explained that if it was used to buy tickets (a benefit available only to fan-club members) that the option for a refund would no longer be available. The customer bought concert tickets and then requested a refund for the membership. We explained over live chat and the phone that we would not refund the membership because full access to the fan club has been granted, including access to the week-long pre sale in which the customer was able to secure tickets. There is no guarantee that had the membership been applied earlier that closer tickets would have been secured as these tickets were in high demand. We are no longer selling these tickets and do not have locations to replace these tickets with. If the customer would like to have these concert tickets and the membership refunded, we would be happy to process that, but we can't refund a membership and leave the tickets that were only available to paid fan club members.

Consumer

Response:

I am rejecting this response because: It is not acceptable. You have the abilities to refund a membership and leave it active, (we were told this by your rep) but you are refusing to. This problem could end by a simple we are sorry for the mistake on our end and we are issuing you a 39.99 refund and leaving your membership active so your lesser desirable tickets that you settled for after we fixed the problem 4 hours later will be sent out. I know for a fact this can be done because I had another "technical issue on our end" with another company years ago for a similar situation and they did the right thing and refunded the membership and left it active. There is no reason you cannot do this and are just refusing to work with us. You have admitted the error on your end so you should be making every effort to right your wrong. You have not done anything to try and assist with this matter. Your rep told us to contact him back if we were unhappy with the ticket selection and we did. Again he did nothing. You state "not a code for a guarantee to concert tickets" but your membership states access to presale tickets. We were denied that access due to the admitted issue on your end. The only reason why tickets were purchased was to ensure that we had some and I am sure if you were in our situation you would feel the same way. Just because we settled for what was left does not mean that we shouldn't be entitled to a refund for the error on your part. It will be in your best interest to refund the 39.99 and leave the account active (or cancel it after the tickets ship out.)If the 39.99 is not refunded, it will end up costing you a lot more than issuing the refund. I am a business owner and I am well aware of how the Revdex.com works. If this issue is not resolved during this email process we will reach the arbitration stage. At that point, I will have no problem paying the 160.00 on my end causing your company to pay the other 160.00 and taking this to arbitration. If you think that I will not pay that amount over 39.99 you are mistaken. I will do it as a matter of principal and make an example out of your company. You cannot do business the way that you do and treat people the way that you have. The decision is up to you: Either do the right thing and own your mistake by refunding the membership and sending the tickets or refuse and incur the cost of a lot more than 39.99. The choice is yours.

Business

Response:

We stand behind our previous responses in accordance with our policies. We would be happy to issue a full refund on tickets and the membership but will not on the membership by itself.

Consumer

Response:

I am rejecting this response because: We are at an impasse. Nothing has been done by this company for their mistake. Zero accountability for their actions and zero effort to make it right. We will now both pay the 160.00 and go to arbitration. I hope the 39.99 you stuck me with is worth the 160 you will now pay. Bad decision. I hope the battle was worth the war.

Review: Refusal to provide refund after not receiving services.

Below is the email I sent to Ground (ctrl) requesting a refund and they refused: I am writing to request a refund. I received an email a day before the event saying to be at the venue at 4:45. I planned to get to the event a little before 4:45. My sister arrived at my home in silver spring at 2:30 and I left for the event at 3:00 pm. I am about an hour away from Baltimore. But with Friday traffic I am about and hour an a half away from Baltimore. I arrived at the event at 4:38 and saw a line. I told 3 security guards I was there for the meet and greet. I was told by all three that I was in the correct line for will call but I still needed to wait and get checked in. They would not let me in. After being patted down and having my bags checked I went to will call and was told the event was over and that people were there way earlier. My sister (is a backstreet boy fan and this was her birthday present) proceeded to burst into tears and beg several people to find someway for her to get a pic with them. I even said I didn't have to go through just please for her. We were told it was separate from ground(ctrl) and there was nothing they could do. At around 6:15 I checked my email and saw I received an update at 2:38 to meet the VIP coordinator at 3:20. I was very very upset. Even if I saw that email at 2:38 it was physically impossible for me to get from Silver Spring, MD to Baltimore by 3:20. We did not meet them so I would like my money back and I would like to receive a guaranteed seat to a future Backstreet boy VIP package at a date of my choosing. My heart was broken to see my sister cry when you changed the time. If I was told to get there at 10am I would be there not only for my sister but also why would I throw away $300 dollars. Please contact me as soon as possible. Thank you.Desired Settlement: I would like a full refund of $300 dollars for the two tickets I purchased.

Business

Response:

Hello,

Thank you for contacting us in regards to your Backstreet Boys VIP purchase. We are sorry to hear that your were unable to attend your VIP event. The informational email for your event read the following:

"Please make sure to bring your photo ID and meet at the will call box office at the updated time of 3:20pm. The VIP Coordinator will then check you in and escort you inside the building for your VIP Event. The box office attendants will have little to no information regarding the VIP event, so please make sure to wait for the VIP Coordinator."

While this was the message updated your original check in time from 4:45pm to 3:20pm, our VIP event staff has notified us that due to the late schedule change, they made sure they were available until 5pm to check VIP guests into this event. Unfortunately, our policy states that we are unable to issue a refund for VIP packages including missed events. For more information, please review our Ticketing/VIP Policy here: http://groundctrl.com/ticketing-policy/

If you have any addition questions or concerns, please feel free to write our customer support representatives at http://support.groundctrl.com

Sincerely,

ground(ctrl)

Consumer

Response:

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

While the company states there was a coordinator available until 5, there wasn't a coordinator outside. There were no signs and no help. This is unacceptable. I would not purposely miss an event that I paid 300 for and it was a birthday gift to my sister. It is also unacceptable to send an email a day before the event stating "this is a one-time informational email" and the time was 4:45 and then send a email the day of the event 2 hours before the original stated time. My sister did not meet the backstreet boys and I should receive a refund. I have stage 4 cancer and I wanted to do something special for my sister. I was devastated to watch her cry and beg people to let her meet them. I will go to the media with this. I promise. I did nothing wrong and I want my money back. I promise I will never pay for a VIP event for backstreet if this company is involved.

My event was cancelled the day of and per this company's email to me a refund would be issued immediately. However the fine print stated this immediate refund could take 5-7 days to appear back on my card. Well 2 weeks later and I am still waiting and I received an email back stating that they are just about to start processing refunds. I thought refunds were being made immediately. They sure take your money immediately but can't return your money in a timely manner. I paid $337 for an event that was cancelled. If they can't process refunds in a timely manner then they shouldn't be accepting money for events in the first place.

Review: Purchased an [redacted] via internet back in June 2014 for over $100. Here it is 4 months later, October 2014 and items have still not been shipped. I called 2 weeks ago and was told by Representative [redacted] that the package was held up because one of the items - the beach towel - was holding the package up. He told me management was considering sending the package without the towel which would ship later when the problem was resolved. Never heard back from [redacted].Pre-order items were quoted to ship 6-8 weeks at time of order; Ground CTRL website states most items ship in 2-3 weeks.I feel this to be a very inappropriate wait time for a package costing over $100.Lack of information-very disappointing for my daughter who anxiously awaits these items - poor customer service.Desired Settlement: I don't want to cancel the order as doing so will break my daughters heart. Management needs to make a decision and get moving on this product. At this point I am requesting this package be sent to my daughter without the towel (which can be shipped at a later date) via overnight service at Ground CTRL's expense and earliest convenience.

Business

Response:

Hello,

To summarize our earlier correspondence, we apologize for the delay in shipping out the items that came with your daughter's fan-club membership. The items included in it were designed and manufactured exclusively for the 2014 fan-club and there is currently a delay on one of the items.

Thanks for your patience while we followed up on this order for you. We shipped all of the fan-club items, except for the towel, to you today via UPS. The tracking number was added to the message you have open with our support team.

As soon as the towel arrives in our warehouse, it will ship to you in a second shipment.

In the mean time, we sincerely hope that your daughter is enjoying her subscription to [redacted]'s site and apologize for the long delay in shipping her items.

Consumer

Response:

I am rejecting this response because: I am still dissatisfied that I have to wait yet another week. UPS sent a tracker estimating a Thursday, October 30th delivery. I was expecting next day or 2 day delivery at most. This now officially delays the package 8-10 weeks not including the original 6-8 week lead time mentioned at time of order. Would you be accepting of a 2 month delay in a product you ordered 4 months ago? I firmly believe if I hadn't taken action, this "2014" package wouldn't have been delivered until "2015".

Business

Response:

Your complaint is completely understandable. We issued you a refund for the fan-club items, their shipment, and their handling. You were only charged for the membership, the part of the order that did go into effect automatically at the time of purchase. We also extended that subscription for 12 weeks, the length of time past the initial ship date (rounded up). As soon as the towel gets here, we will ship that as well. Our apologies again for the delay and the frustration caused by this situation. We hope your daughter enjoys her items when she receives them next week.