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XL Center of Hartford

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XL Center of Hartford Reviews (2)

I recently attended the [redacted]r event held at the XL Center. I wanted to report the horrible customer service and unprovoked force used that night.
After waiting in line I got searched and was told that my electronic cigarette would not be allowed in because its "policy." I left to put my e-cig in the car and finally got in. Later in the night I got separated from the rest of my party, I was their ride so it was important to find them. Not to mention I was worried something could happen to them. My phone had died so I left the center to charge it in the car and smoke my e-cig. I have to stop and explain here that when I entered, nor when I left was I told there would be no reentry. Also I didn't see signs about it anywhere either. When I returned and tried to go back in one of the female security employees told me there was no reentry because it was "policy." When I explained why I had to leave (to charge my phone and stay in contact with my group, and to smoke my e-cig that their POLICY would not allow in,) all they did was repeat "its policy, its policy" like I was stupid. When I inquired why it was policy, simply because I wanted to understand why I would be missing the best performer of the night, the entire group of female security employees continued to repeat "its policy."
I'm still confused as to what point is "out" technically. When I was stopped and not allowed further it was at the security line which was about ten feet away from the doors. My friend came out of the doors and we were trying to discuss what our next move was (how she would have to find our third party member so we could leave) One of the security employees said that she had technically left and could no longer renter. Since she had clearly said that was the point of "no reentry" I walked over to my friend so we could talk closer. It was at this point a large security woman stepped in front of me and separated me from my friend. When I told her I just wanted to talk to my friend, not her, the woman said "I don't want to talk to you either." She would move side to side in an attempt to cut me off from my friend and continued repeating "I don't want to talk to you either, I don't want to talk to you either." She then started pushing me towards the security line with enough force to trip me, saying I needed to leave or they would call the police and have us arrested. They kept changing where "out" technically was I felt like I was playing a game with a child that keeps changing the rules so they don't lose. They handled this entire situation poorly. I have worked in customer service for years. I have seen the horrible, entitled, rude people that come in angry for no reason. I never act like that because I have been on the receiving end. The security women immediately turned to aggression and yelling in a poor attempt to show their authority. They were rude and talking down to my friend and I. Our party's tickets totaled around $300, we didn't pay money to miss the best performer and be treated this way. We even asked for their names and their managers name and they refused to give it to us, replying instead with another threat to call the cops.
To make things worse a rent-a-cop came over to talk to us. I though he had come over to help us sort everything out. I was wrong he asked us to explain what was happening and was smirking the entire time. He insulted us and told us it was pointless and we should go. And we did. All of the employees outside of the arena acted extremely poor and immature. The only reason I can think of for a no reentry policy is to make people buy their $9 beer in a plastic cup. If it was for security reasons, another pat-down could be done and check the ticket again as well.

Review: Purchased tickets through ticketmaster as advised to do on the XL center phone message. It was not clear that the tickets we non refundable on the message or on ticketmaster website. I contacted ticketmaster who contacted XL center on my behalf for a refund or exchange without success. I personally called XL-center who at first tried to redirect me back to ticketmaster, then after requesting to speak with a manager, they stated they would not refund or exchange the tickets totaling 130.70.

Desired Settlement: DesiredSettlementID: Refund

return in full of the 130.70

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Description: Convention Services & Facilities

Address: 1 Civic Center Plz, Hartford, Connecticut, United States, 06103


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