EasySeat

Review: Customer service rep would not refund my money and crossed the line with comments made to me.

I was chatting with a customer service rep on EasySeat's "chat" on their website. I let him know that the concert ([redacted]) for which I had bought tickets for months prior, was postponed and possibly canceled. Because I have fallen on financial hardships due to helping a family member out and because we aren't even sure when and if the concert will happen, I requested my money back. He said it was against their policy to refund the money if the concert had not been officially canceled and continued to repeat this over and over again. I told him that I understood but requested an exception due to my circumstances. He once again repeated that it was against their policy. Then he proceeded to say that the reason for their policy was due to people calling and requesting refunds due to poor financial choices and buyers remorse. This beyond crossed the line. He had no right to speak to me this way - not just because he has no idea why I am going through financial hardships (not to mention "buyers remorse" is a ridiculous assumption being that the tickets were bought months ago)but because, well, you just do not speak to people this way. When I called him out on it, he attempted to back peddle saying he was just saying "in general". If he wasn't referring to me, there would be no reason why those words would have shown up on my computer screen. I called to file a complaint on him around 8:45am and the girl who answered said she was a supervisor - but then said she had to wait for her supervisor to come in an hour later to handle. She took my name and my callback number and said they would be in touch soon. I called around 3:30 and the gentleman who answered the call said that his supervisor had already left for the day - SURPRISE, SURPRISE. He said they only had 1 supervisor for the whole company and the owner was not available. Again, I attempted to let him know that I did not appreciate the way I had been treated or was continuing to be treated by their company but he kept repeating that they would not refund my money. Look, I know that $150 is not a lot to some people but at this point in my life, it is to me. I am not going to advertise to everyone that they refunded me but I know that they are able to do it - they just refuse by lumping me into a catergory of "loser who doesn't know how to budget". I feel as if they robots over there who care nothing about their actual customers - only money. Desired Settlement: I would like my money back - the total amount spent $170. I feel it is not too much to ask given how I have been treated.

Business

Response:

Consumer Response /* (-5, 2, 2013/06/20) */

The rep's name was [redacted].

Business Response /* (1000, 6, 2013/06/25) */

Revdex.com CASE#: XXXXXXXX

On 4/9/13, Ms [redacted] placed an order for [redacted] on 6/11/13. Her tickets were delivered successfully on 5/2/13.

Due to a medical emergency with the band, the show was postponed on 6/11/13 at 2PM EST. Before EasySeat could even contact Ms [redacted] to inform her that the show had been postponed, she contacted EasySeat and was informed by [redacted] that the show had been postponed with no makeup date. At this time, he reminded her that, per the policies disclosed at the time of her purchase, her tickets would be honored for the makeup date, if any, or she'd receive a full refund if the show was cancelled outright. Ms [redacted] was unhappy that she should not get an immediate refund.

On 6/20/13, Ms [redacted] initiated a chat session online with [redacted] to inquire about a refund since no makeup date had been scheduled. As with her call on 6/11/13, she was reminded that our policy clearly states that her tickets would be honored for a makeup date or she would be eligible for a full refund pending cancellation. As no makeup date was set and the show was not cancelled, she was told that there could be no refund. She began to grow agitated that we would not make an exception to our policy because she had fallen on hard times. In an attempt to explain the reason for the policy, which includes experiencing buyers remorse, Ms [redacted] misconstrued the explanation as a personal attack. Following the chat, Ms [redacted] called and spoke with [redacted] a supervisor, and [redacted] In both cases, she demanded a refund and also a reprimand of the person with whom she chatted. In both cases, they re-iterated what she had been told numerous times before via telephone, chat, and at the time of purchase.

On 6/24/2013, the new date for the concert was announced as 9/18/13 at 7PM. Ms [redacted] was notified via email of the new date.

As the new date has been announced, the tickets will be honored for the new date, and the customer is still in possession of the tickets, no refund is due on this order.

Consumer Response /* (3000, 8, 2013/06/27) */

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

I'm very disappointed that this company is making excuses for a comment made by [redacted] and am appalled that they choose to ignore the lack of customer service given. Unfortunately, customer service has taken a sharp decline with many companies over the last several years as the appear more concerned about profit than making customers for life. Yes I was agitated. You would be too if you were treated the way I was. It's great to know EasySeat takes no action in their employees bad attitude. Once again, I will never use this company again as well as send the message to everyone I know that they are terrible to work with.