NOT THE FAULT OF IMAGINATION STAGE:
My wife, 3-year old daughter, and I were on vacation in Alexandria, and scheduled to see The Lion, the Witch, & the Wardrobe on Saturday, June 30, 2012, in Bethesda at Imagination Stage. Unfortunately, the big storms blew through Virginia, DC, and Maryland and wiped out power in various places.
THE FAULT OF IMAGINATION STAGE:
1. We had no way of knowing whether or not the show was still on as large portions of DC, VA, and MD still had power, so we left our hotel in Alexandria and drove 30-45 minutes to the stage. When we got there, 3 employees were sitting out front and informed us the production was off. I inquired as to why someone didn't contact us by phone or email, and they replied that unless they could access their ticketing system at their facility (not remotely, not from a laptop at home or Starbucks), they had no way to know who to contact. Understandable at some level, but frustrating nonetheless. Seems like a rather large flaw in the system.
2. When I inquired of the 3 about a refund, they said they'd be in contact the following week. They also said something to the effect of, "We'll do our best to work with you to reschedule," even though I'd already explained we were in from out of town and would simply need a refund. I reiterated that we'd need a refund (not a reschedule), and thought it was odd, but moved on.
The following Monday, July 2, I received a mass email from them with a subject line that read, "Rescheduling for The Lion, The Witch & The Wardrobe".
See where this is going??
I responded to the email and said, "Sir or Madam, Thanks for your email. Unfortunately, we were in from out of town visiting and cannot reschedule. Can you please tell me the process for receiving a refund?"
I received a voice message the following day (July 3) from someone named "Nick", advising, once again, "We'd love to reschedule with you and if not will be happy to give you a refund, just give us a call." Though frustrated that I had to, I tried to call back that afternoon at 5:12pm. I got voicemail.
I received a redundant email the following day (July 4) saying, "Hi Ryan,I'm so sorry you and your family will miss out on the show. Please give us a call tomorrow, we are closed today for the 4th, and we'll be able to refund your credit card for the purchase. Best, Brian D. Antin Director of Patron Services"
I wrote back and responded, "Brian,Thanks for writing. I received a call from Nick at the box office yesterday and attempted to call back. I will call on July 5, 2012, but I'm not sure why I have to. I am requesting a refund, and would prefer not to have to call. I was on vacation in Alexandria and will not be back anytime soon, so I guess I'm just not sure what the purpose of my phone call is, and it is in an imposition on my time. Please issue the refund." So, at this point I'm wondering why, if he can email me on July 4, he can't just a) issue the refund, or b) call me since it is apparently necessary.
Yet another July 4 response: "Hi Ryan, Unfortunately, with the way credit card security laws work, we are unable to save your credit card information. This is a security that is built into the system for your protection as a consumer. If you do not want to call us, I am able to issue you a credit that can be used at our organization at a later date, or we can convert the total amount of the purchase including the facility fees into a tax deductible donation. However, if you would like a full refund, the only way I am able to process it would be over the phone as we do not have your credit card information. To process the refund will take less than 2 minutes. If you are interested in either of the other options let me know and I'll have a tax deduction form mailed to you first thing in the morning. I am very sorry for the inconvenience this has caused, but we are doing our best to accommodate everyone in the most efficient way possible."
I responded that "From a customer service perspective and the perspective of a fellow business owner, it looks like an attempt to keep money by making the process to refund difficult. In the end, it's just frustrating." I further instructed that he didn't need to write anything more. He did anyways, and re-explained their process and concluded with, "I can assure you, that holding on to your money was NOT our intention, nor are we trying to waste your time by making you call. We are doing our best in a tough situation."
I did not have time to call the next 2 days, and on Friday (7/6/12) I received a call from "John" who did not try to reschedule me and did refund the card. He'd apparently been made aware of my discontent as he apologized that I'd "gotten caught in some phone tag."
My suspicion is that if we'd gone to the show, it would've been spectacular, and probably will be for you too!!! My suspicion is that if you need a refund for any reason, it may be a rather large pain in the behind. read more