TL;DR: Unacceptable customer service.
The important background info on this review is that I was buying tickets to a show at the Orpheum for a group of four people, one of whom is handicapped and has mobility impairments that prevent them from climbing stairs. This doesn't strike me as an outrageously complicated situation, but for some reason it still presented an opportunity for the Orpheum to exhibit a range of customer service failures.
I initially planned to buy our tickets online but when checking out seats on Ticketmaster, the ADA toggle (for locating accessible seating) generated an error saying there was no accessible seating, and directing me to contact the venue. No problem, it should be easy enough to buy directly from the venue, right? (LOL.)
I then went to the Orpheum's website to get a phone number and see if their info page had any guidance for my situation. The venue FAQ has a very friendly message stating that staff will help patrons directly with accessibility questions/ticketing, and includes a local phone number to call for assistance. That seemed promising.
I called the number listed, and discovered it didn't actually direct to any particular line, just Orpheum's main phone tree. From there, I tried the box office extension, as it seemed the only relevant option, and got an away message stating that the box office was currently closed, but would be opening at noon, and if I left a message my call would be returned. I left a message explaining my situation, but never received a callback.
Around 2 p.m. I headed to the venue hoping to have more luck speaking to someone in person, but the box office wasn't actually open, despite the hours listed on Orpheum's voicemail greeting.
I returned to the venue after 4 p.m., and actually managed to encounter a box office attendant there. I briefly explained my situation to this very disinterested-looking staff member, who didn't seem to totally get the concept, and she told me there was no accessible seating available, but that I could pay for higher-price floor tickets if I wanted to. That's not exactly the answer I was expecting, but at this point I just wanted to get my tickets (at long, long last) and be done with it, so I agreed.
The box office attendant pulled out a seating chart, and told me that the only 4 tickets left together on the floor were the last 4 tickets in row P. I knew my group didn't want to be on the far edge of the theatre, and I had checked the available seats online before heading down to the venue (for the second time), so I knew there had been more tickets closer to the center available very recently.
I specifically inquired about these seats, but the staff member at the counter told me the only other seats available together on the floor were the exact same edge seats on the opposite side of the theatre (seat #s 1-4). I was surprised that the other tickets could have sold so suddenly/quickly, but figured it wasn't impossible and, again, I really felt this had all dragged on long enough, so I just went ahead bought the 4 end tickets I was offered.
On a sneaking suspicion, after buying the tickets I went back to the online seating chart to see what was available. Sure enough, the four tickets I had asked about WERE still available, along with a lot of other floor tickets, and the 4 end tickets I had just been sold were now no longer available. I'm left to assume that the rude and disinterested staff person who sold me these tickets and lied about other availability just valued her own free time more than doing her job and helping me buy the tickets I needed.
To make a long story short, if you're disabled and want to go to a show at the Orpheum, you can pay extra for the privilege, but you'll have to do it in person, you might get lied to about what your seating options are, and please don't rely on the Orpheum's own phone message to accurately convey their hours, and don't expect a call-back on your voicemail. Apparently they really couldn't care less. read more