Negative Review: On November 14, I called 702-357-3526, and purchased tickets for my family to attend The Polar Express Train Ride in Perris, CA on Dec 26. Later, family friends of ours decided they wanted to join, so my wife called the same number and purchased their tickets under a separate confirmation, on November 20. At that time, the lady she spoke with told me that she could not seat us all together on the train car we were currently assigned, but that she could do so by moving us to another train car. My wife agreed to change train cars, and was told the seat numbers assigned to us on the new car were going to be 96, 97, 98, 101, 102, and 103 (these are two rows of three facing each other, perfect for our families!). We never received an email confirmation, so we contacted the 702-357-3526 number, which, according to the show's website, is etix, and spoke with another lady about not receiving a confirmation. She informed my wife that both confirmations were actually under the wrong email, due to incorrect spelling. She corrected the email for both confirmations, and discovered that we were not sitting together; we are separated by 3 rows!!!! My wife asked the lady to resolve the issue by seating us in the rows we selected. Her response was that she could not do that, but stated she would get her in contact with a supervisor. My wife agreed. After explaining the situation to the supervisor, whose name was Bart, his response was, "I cannot move other people for you." He also said, "I can't ask someone to move their seats to accommodate you." My wife asked if he could contact the individuals they put in our seats, and request if they would be willing to exchange seats. His response, "I can't do that. We are not allowed to share their information with you." We fully understood, and agreed, so we requested that they message them to help correct this error. His response, "No I can't help you with that." My wife's response, "So you're telling me to walk up to a complete stranger, and ask them to exchange seats because your company did not do what they said they would do?" His response, "Yes." He then said, "We can go back and listen to the tapes to see specifically what was said about your seating arrangements." My wife replied, "Well, do that, and get back to me!" (We have times and dates showing when we called to purchase the tickets). He replied, "We will listen to the tapes. Can I help you with anything else?" My wife replied, "If you're not going to move us, then no." She then hung up on him.
I cannot believe the truly disgusting way my wife was treated, by a supervisor, no less! Bart effectively told my wife that this is her problem, and not the company's, even though they screwed up our seats! Getting people's hopes up about enjoying a show, then completely screwing up their tickets is either a unparalleled level of incompetence, or a complete lack of empathy. read more
